Qantas Staff Incompetence - Ticketed 2 adults and not infant, leading to denied boarding

[burmans]

This is a real thing - turning up without an e-ticket.

I got totally flamed in an FB forum for pointing out that for flights on QF at least, it is a requirement that each passenger must have a PRINTED copy of their e-ticket. If you tried to print your e-ticket, you would know whether you had one or not.

Of course, this requirement is printed on your e-ticket - so maybe you only know this if you actually receive your e-ticket, a classic Catch 22.
Or if you bother to read the e-ticket and then do what you have been asked to do - ie print the e-ticket.

While I don’t disagree that with the knowledge of this forum I always print my ticket, this is another case of Qantas (deliberately?) causing confusion and trickiness, why call it an e-ticket (ie electronic) if you actually need a physical copy?

 

[DC3]

While I don’t disagree that with the knowledge of this forum I always print my ticket …

I have a habit with overseas travel to carry hard copies of ticketing/ e-tickets, rental car and hotel accommodation confirmations just in case I ever need them. Usually not needed but I find that pretty easy to do. That’s just me.

By the way, an ‘e-ticket’ is not just a QF thing

 

[burmans]

By the way, an ‘e-ticket’ is not just a QF thing

Yes but do they require you to print them out? While as noted I do have physical copies usually (as backup) have used the electronic version successfully many times across multiple airlines (without having to produce physical proof), to your average Joe that’s what electronic means.

 

[Flyfrequently]

I have a habit with overseas travel to carry hard copies of ticketing/ e-tickets, rental car and hotel accommodation confirmations just in case I ever need them. Usually not needed but I find that pretty easy to do. That’s just me.

By the way, an ‘e-ticket’ is not just a QF thing

It is a good habit @DC3 , have been doing this for quite some time - never rely on my memory or phone.

 

[DC3]

Yes but do they require you to print them out? While as noted I do have physical copies usually (as backup) have used the electronic version successfully many times across multiple airlines (without having to produce physical proof), to your average Joe that’s what electronic means.

Yes, Joe and Josephine can often be a bit on the slow side anyway.

Edit: No travel insurance, no confirmations carried/ or accessible and when things go pear-shaped it’s probably someone else’s fault

 

[Happy Dude]

I've been here for ages and only just learnt recently the difference between an e-ticket and itinerary received by email is rather significant particularly when it comes to QF partner award bookings. There seems to be ongoing problems in that area for QF. Not sure why what happened keeps happening to the OP's family though.

I also wonder what is the reason you get anything that isn't a ticket? What's the point of getting a booking or itinerary when they count for diddly?

 

[Batterytraveller]

Ah yes the ‘Beware of the Leopard’ defence.

I have flown hundreds of QF segments and never printed my e-ticket, let alone heard of this requirement.

There’s a lot of victim blaming going on in this thread. QF cough**d up ticketing, QF cough**d up service recovery, the OP was out of pocket.

None of this passes the pub test. If you pay for a booking (miles or money), receive a confirmation email and a booking reference; you have a reasonable expectation that you have contracted with QF for a service - namely travel at a specified date and time, between the two places agreed. In no other industry would you get away with placing ambiguous and hidden obligations on customers or not delivering what was agreed upon. A process failure on the part of QF is not something the customer should wear.

The QF conditions of carriage need some regulation and oversight so they reflect what any reasonable person might expect of a contract - QF should deliver something close to what they sell every single time and not leave paying customers in the lurch when they coughk up.

 

[equus]

What's the point of getting a booking or itinerary when they count for diddly?

If you pay for a booking (miles or money),

And it is the last point - pay that comes into it. People have become used to online purchases direct with the airline where you pay immediately. But many fares, especially when booked via a TA don't need to be paid for considerable amounts of time. There is also a lag between booking and payment if you choose to pay via BPay.

Hence the need for a difference between a booking and a ticket. The booking holds the place, and reserves a future ticket - but until that ticket is issued (which requires more than just the booking, as it requires payments, and potentially APIS info etc.), then no ticket = no fly.

 

[ChrisMars]

I am one of those that feels very uncomfortable with any OP blaming, to me booking + payment made = you should get your flight. It's even more ridiculus when you can select your seat, pre-order your special meal. Nowhere apart in obscure forums like this one is it explained you need to check your bloody e-ticket number, sometime using OW partner airline (is it RJ?) or checkmytrip, because Qantas website doesn't even let you check it for you.

Having say that, to entertain the conversation I remembered Qantas send me a couple of emails recently for my upcoming flight. It was a paid international Qantas metal fare starting with a domestic Qantas metal connection, and the email (titled Prepare for your flight QFxyz to 'destination' on ...) state among other things:

Use the Qantas app​

Check-in, manage your booking and enjoy the convenience of a mobile boarding pass, the Qantas App has all your travel needs covered.

I am curious to see if other receive this kind of email, especially for an international Qantas metal reward. I don't think this kind of email would be sent for partner award though. But the gist is that it gives the feeling that all you need is your Qantas app. Would someone receive this email if the booking is not ticketed? I guess if there is an issue on a Qantas metal booking, airport checkin will be able to fix it. Now that I think about it, there is always this trip once in a while where the check-in agent look at the booking, see there is a problem, type on the keyboard in anger, maybe make a call, leave me the feeling there is a problem, but 5 min later hand over my boarding pass. Wondering if this things happened because of an e-ticket issue. Anyone else?

 

[Eastwick20]

It is a good habit @DC3 , have been doing this for quite some time - never rely on my memory or phone.

I to am also a printer outer!
Recentl

It is a good habit @DC3 , have been doing this for quite some time - never rely on my memory or phone.

I too print out everything , I know its old school and I've never really needed any of it .. until that one time when you do.....

 

[Franky]

I to am also a printer outer!
Recentl


I too print out everything , I know its old school and I've never really needed any of it .. until that one time when you do.....

In the same way that I have a number of items in my car for 'just in case' stuff. So far, have had no need to use them, and I'm not intending to take them out.

 

[DC3]

Perhaps this thread could have been done anther way:

“Passenger Incompetence - booked 2 adults and not infant, leading to denied boarding”

Too harsh?

 

[Must...Fly!]

Perhaps this thread could have been done anther way:

“Passenger Incompetence - booked 2 adults and not infant, leading to denied boarding”

Too harsh?

Except the OP states the infant was on the booking but not ticketed, so all we can do is take at face value that QF have stuffed up.

And it's not like this is the first or second time such an event has been reported.

 

[DC3]

.. OP states the infant was on the booking but not ticketed, so all we can do is take at face value that QF have stuffed up …

Not necessarily. We are getting a 3rd-party version (OP was not present at checkin it seems) and the seeking of more information since Saturday has gone nowhere, although OP was still peeping last night

 

[Must...Fly!]

Not necessarily. We are getting a 3rd-party version (OP was not present at checkin it seems) and the seeking of more information since Saturday has gone nowhere, although OP was still peeping last night

No wonder Qantas continues to get away with it.

 

[Kerrodt]

@hb13 how old was the infant at the time of boarding? Back in October 2022 you started a thread about issues you faced with an award booking that you were trying to make for your “brother, his wife and their 4 month old infant baby”.

Is this the same family unit as the family referred to in this post? If so, how old was the infant at the time of boarding this flight and all other flights that were to occur on this ticket?

If the “infant” does not fit the carrying airlines definition of an “infant” (QF and MH are both under 2 years old for all flights on the ticket, not just the first flight) for any of the flights on the ticket then there is likely to be a requirement to purchase a ticket for those flights where the infant will be over 2 years of age at the time of the flight. If this hasn’t happened then denied boarding is highly likely at the first port of departure irrespective of the age of the infant at that time.

 

[DC3]

No wonder Qantas continues to get away with it.

“Just the facts, ma’am” Just the facts

 

[Must...Fly!]

If the “infant” does not fit the carrying airlines definition of an “infant” (QF and MH are both under 2 years old for all flights on the ticket, not just the first flight) for any of the flights on the ticket then there is likely to be a requirement to purchase a ticket for those flights where the infant will be over 2 years of age at the time of the flight. If this hasn’t happened then denied boarding is highly likely at the first port of departure irrespective of the age of the infant at that time.

Huh? If they were 4 months old in October 2022, the infant would be 21 months old in March 2024.

While what you say is true it is entirely irrelevant here and no allegation of denied boarding was made, simply denied check-in due to a PNR without accompanying, valid e-tickets.

Straw poll this member base as to which airline might've been responsible for the lack of ticketing for a partner airline award, and I reckon you'd get about 90% response rate saying Qantas.

All this attack/questioning of the OP when it's just the latest in a very sad and long running saga of Qantas failing to deliver for customers. This is not an isolated incident. To coin a phrase, the airline is still not match fit...

 

[DC3]

The conjecture is going feral, above

 

[Kerrodt]

Huh? If they were 4 months old in October 2022, the infant would be 21 months old in March 2024.

While what you say is true it is entirely irrelevant here and no allegation of denied boarding was made, simply denied check-in due to a PNR without accompanying, valid e-tickets.

Straw poll this member base as to which airline might've been responsible for the lack of ticketing for a partner airline award, and I reckon you'd get about 90% response rate saying Qantas.

All this attack/questioning of the OP when it's just the latest in a very sad and long running saga of Qantas failing to deliver for customers. This is not an isolated incident. To coin a phrase, the airline is still not match fit...

Your maths is good.

Now, how old would said infant be if the family was away travelling for 6 months and the return ticket was booked for say October 2024?

The infant MUST be under 24 months of age for all of those flights on the ticket to be considered a lap infant for those flights. If the hypothetical return flight is August 2024 then the infant will be over 2 years of age on the return flight and will require a ticket.

Your reading and interpretation of the OP’s first post is not so good.

They were denied boarding because, to quote the OP:

the infant was not ticketed, and were denied boarding.

At the check in, the agent said to my brother he can see an infant on the booking, but he isn't ticketed and they won't be able to check them in and could not board.

There is no clarification here on which flights are being referred to - outbound or inbound.

There is no information on the age of the infant over the full duration of all flights on the ticket.

They are reasonable facts to request and know.

I’m not attacking the OP. I’m just asking a question to clarify the details of the scenario to try and offer help. There are many important facts and details missing from this post. The OP is pleading for help, which is reasonable in the circumstances, but the right sort of help can only be provided once full facts are known.

If all of the facts show that the direct fault lies with MH or QF then they should be held accountable.