Qantas reward booking - paid but no ticket

[Mqwerty123]

Hi Everyone,

First post. Came here to see if anyone can help since Qantas can’t.
I have booked and paid for reward flight from Philippines to Japan (Jetstar). This was about a month ago but Jetstar still hasn’t ticketed the flight. When I rang them, they said that Qantas hasn’t transferred the funds. When I rang Qantas (5 times) now, they say that their Manila office is not responding. When I ring Qantas Manila office, it just rings out.

Now after about 10 separate calls, Qantas AU is basically saying this is not their problem that it is with Qantas PH. I am at a loss to what to do now. FYI, my flight is in 15 days.

Thanks for the help and any suggestions.

 

[encryptededdy]

Maybe slightly off topic but I always thought Jetstar was a ticketless airline? Are tickets still required though when booking a reward / through a GDS?

 

[Mqwerty123]

I don’t mean a physical ticket. Any ticket will do
Flight is confirmed on Qantas site but when I go to Jetstar, it says flight is pending payment.

 

[kangarooflyer88]

Now after about 10 separate calls, Qantas AU is basically saying this is not their problem that it is with Qantas PH. I am at a loss to what to do now. FYI, my flight is in 15 days.

No it's completely Qantas' fault here. They own both the agency who ticketed your flight (Qantas) and the airline who is operating your flight (JetStar Japan?). It shouldn't matter what office is doing what here either since they all use the same tools. If I were you I would ask to speak to a supervisor and see if they can get it addressed that way. In the worse case, I'd simply show up to the airport on the day of the scheduled flight and check in using the Qantas/JetStar PNR and have the agent make a bunch of phone calls to get everything sorted. This exact thing happened to me flying an Air Canada award ticket booked through Virgin Australia points. Check-in agent wasn't happy having to spend close to an hour on the phone with HQ in Montreal to get this sorted out but eventually got my tickets. There was nothing I could do there since I tried resolving the issue with Virgin Australia beforehand and they said everything was fine.

 

[Mqwerty123]

I’m not willing to risk all my other bookings like hotels & activities on an uncomfirmed ticket. Funny thing was the last agent actually told me to go to their Makati office in the Philippines physically. I really chuckled at that one.

I have platinum and this is really the first time since covid I had a chance to use my points. Qantas is overwhelmingly disappointing.

 

[kangarooflyer88]

I’m not willing to risk all my other bookings like hotels & activities on an uncomfirmed ticket. Funny thing was the last agent actually told me to go to their Makati office in the Philippines physically. I really chuckled at that one.

I have platinum and this is really the first time since covid I had a chance to use my points. Qantas is overwhelmingly disappointing.

Could an agent at an airport (i.e. SYD) could fix this in person? I'm guessing as a Platinum member you should be accessing the Hobart call centre, correct? If so then it is surprising they can't get this sorted out for you!

-RooFlyer88

 

[RichardMEL]

Seems so odd to blame QF Manilla. Makes no sense. flights appear to be operated by 3K (Jetstar Japan) and if booked online then I'm not sure how QF PH comes into it (apart from the departure city of course, but that doesn't really seem relevant when using points through QF AU). Sure taxes etc would be in Pesos, but again, should all be handled automatically.

How ridiculously frustrating for you. gah!

 

[encryptededdy]

Hmm. Earlier this year Hobart was able to help me fix a friend's booking that was done through Qantas Germany (since it originated there), including fixing a ticket that wouldn't issue due to currency conversions issues (unsure what exactly it was, but they were able to work on the ticket even though it was a German ticket in euros).

 

[Mqwerty123]

This is the most frustrating part. They claim that they can’t do anything due to payment being in PH Pesos and the ticketing can only be done via Philippines. Then they gave me a number to contact them. When I rang that number, it said it was disconnected.

I don’t think I’ll get my ticket. This is my Cantas moment.

 

[RichardMEL]

This is the most frustrating part. They claim that they can’t do anything due to payment being in PH Pesos and the ticketing can only be done via Philippines. Then they gave me a number to contact them. When I rang that number, it said it was disconnected.

I don’t think I’ll get my ticket. This is my Cantas moment.

Absolutely ridiculous. Unless it's so weird PH issue that such transactions must be done in country or something (I have no idea) it makes no sense.. and even so - they've had a month to do it, so what's gone wrong? It just doesn't add up in my book.

you may need to get yourself a backup cash fare just to be certain. Perhaps book a flex fare you can cancel? No, you shouldn't HAVE to do this, but this sounds like a screw up somewhere that won't easily be resolved in two weeks.

I wonder if Jetstar Japan may be at all helpful here?

 

[MrJetset]

This is the most frustrating part. They claim that they can’t do anything due to payment being in PH Pesos and the ticketing can only be done via Philippines. Then they gave me a number to contact them. When I rang that number, it said it was disconnected.

I don’t think I’ll get my ticket. This is my Cantas moment.

I have heard this from QF agents before: The local ticketing office have to issue the ticket and all they can do is email them.

When I’ve insisted, the agent has managed to get the Australian ticketing department to call the foreign office to get them to issue while I was on hold or they managed to take the payment in AUD.

It can be done, you just have to be firm and secure an agent in HBA who knows what to do.

 

[summit_32]

what an utter disgrace! Its the same airline group.

 

[djkelly69]

I have platinum

Then just keep calling until you get Hobart. I will hazard a guess your problem should then be resolved.

 

[kangarooflyer88]

Then just keep calling until you get Hobart. I will hazard a guess your problem should then be resolved.

Wait a second, aren't Platinums guaranteed to get Hobart or is that privilege only reserved to those holding Platinum One and Chairman's Club level status?

 

[MrJetset]

Wait a second, aren't Platinums guaranteed to get Hobart or is that privilege only reserved to those holding Platinum One and Chairman's Club level status?

You are routed to the next available agent, which may include HBA, but most often is not.

 

[kangarooflyer88]

You are routed to the next available agent, which may include HBA, but most often is not.

Now there is something Qantas could improve for next to no cost. Route Platinums to the next available competent agent. If it means having to stay on hold for an extra 5 minutes it's well worth the wait versus being matched with any agent who for all we know may accidentally cancel your booking on you!

 

[Princess Fiona]

Wait a second, aren't Platinums guaranteed to get Hobart or is that privilege only reserved to those holding Platinum One and Chairman's Club level status?

No they are not.
CL and P1 get HBA as they have access to the VIP team.

 

[ketsuzei]

Now there is something Qantas could improve for next to no cost. Route Platinums to the next available competent agent.

Right, because competent agents grow on trees

 

[kangarooflyer88]

Right, because competent agents grow on trees

I never said they are as prevalent as the incompetent ones. All I'm saying is if you gave QF Platinums a choice between getting in touch with any agent now versus waiting 5 or 10 minutes to be connected to a competent one, most Platinums would choose the latter I suspect (perhaps an idea for a future poll on AFF)!

 

[Mqwerty123]

I don’t think it matters too much who I get. The agents have been helpful to a point. It’s their system or rules or whatever coupled with the fact that they just can’t get a hold of anyone in Manila. It’s like the Qantas office there just doesn’t exist there. I also have Krisflyer PPS solitaire and the difference between the 2 companies is just night and day in how they treat their rewards customers.

Seems my once beloved Qantas has really gone down the coughter.