Qantas ticketing delays - likely risk of losing booking.

[serfty]

Last night, I booked 2 Syd-Kul J awards on MH for next year with Qf ponts....the surcharges were charged straight away and the points were only deducted this am. I have not received the etickets as yet. Should I be waiting a bit longer (how Long?) for the etickets or should I be ringing QF now to get the tickets issued so I don't lose the award seats. I read upthread that MH will cancel the award seats if the ticketing is not done pretty soon eg 24-48 hours. Advice? Thanks

Try looking the booking up on Malaysia MMB website (uses same Amadeus PNR). See if you can email the e-ticket.

 

[kpc]

Try looking the booking up on Malaysia MMB website (uses same Amadeus PNR). See if you can email the e-ticket.

Did that....no eticket numbers there

 

[parkesyau]

Last night, I booked 2 Syd-Kul J awards on MH for next year with Qf ponts....the surcharges were charged straight away and the points were only deducted this am. I have not received the etickets as yet. Should I be waiting a bit longer (how Long?) for the etickets or should I be ringing QF now to get the tickets issued so I don't lose the award seats. I read upthread that MH will cancel the award seats if the ticketing is not done pretty soon eg 24-48 hours. Advice? Thanks

I would def ring. I ended up going round in circles last month with award bookings that weren’t issued quick enough and kept getting cancelled by codeshare airline. I was very persistent and kept trying until I got someone who stayed on the line with me and fixed it. It ended up being with someone who was actually via the FF helpline
Nothing worse than losing the seats they are so scarce

 

[kpc]

I would def ring. I ended up going round in circles last month with award bookings that weren’t issued quick enough and kept getting cancelled by codeshare airline. I was very persistent and kept trying until I got someone who stayed on the line with me and fixed it. It ended up being with someone who was actually via the FF helpline
Nothing worse than losing the seats they are so scarce

Yup...on phone now...only took 2 mins to answer the phone (QF Plat).... ? Fiji Call centre by accent.....let's see if she can sort it out...after 5 mins on hold, have been told she has to call another centre for help bizarre...now they are claiming I haven't paid the taxes!...I have paid and it appears on my credit card!! edit...now they have found the payment and said I will get the e tickets from ticketing today. I'll believe it when I see it! Total of 24 mins on phone with 2 min wait for phone to be answered!

 

[kpc]

Yup...on phone now...only took 2 mins to answer the phone (QF Plat).... ? Fiji Call centre by accent.....let's see if she can sort it out...after 5 mins on hold, have been told she has to call another centre for help bizarre...now they are claiming I haven't paid the taxes!...I have paid and it appears on my credit card!! edit...now they have found the payment and said I will get the e tickets from ticketing today. I'll believe it when I see it! Total of 24 mins on phone with 2 min wait for phone to be answered!

So of course no e ticket. Rang again at 7am today and after about 5 minutes wait, got answered with "Qantas Premium" ...explained the situation to the lovely T.... who understood the concern re cancellation of award if not ticketed in a timely manner...she said that there was a problem with the system not recognising my PayPal payment....she would fix it and call me back if there were any problems and said I would get the e tickets within an hour....30 mins later ...voila! (Total call time incl wait time = 13 mins) Good outcome for me but why has it reached this point Qf?!.... fortunately I'm Plat and can get to the Premium desk to help but what about the average punter??

 

[bam71]

Data point, booked DXB DOH DPS in QR J for Oct this year. Called after 2 days to check on ticket issuance as didn‘t want it to cancel. 15 minutes wait, got through to SA call centre, was told they’ll place it on Q for ticketing. Didn’t hold out much hope but 15mins later ticket came through.

 

[kpc]

Last night, I booked 2 Syd-Kul J awards on MH for next year with Qf points....the surcharges were charged straight away and the points were only deducted this am. I have not received the etickets as yet. Should I be waiting a bit longer (how Long?) for the etickets or should I be ringing QF now to get the tickets issued so I don't lose the award seats. I read upthread that MH will cancel the award seats if the ticketing is not done pretty soon eg 24-48 hours. Advice? Thanks

Yup...on phone now...only took 2 mins to answer the phone (QF Plat).... ? Fiji Call centre by accent.....let's see if she can sort it out...after 5 mins on hold, have been told she has to call another centre for help bizarre...now they are claiming I haven't paid the taxes!...I have paid and it appears on my credit card!! edit...now they have found the payment and said I will get the e tickets from ticketing today. I'll believe it when I see it! Total of 24 mins on phone with 2 min wait for phone to be answered!

So of course no e ticket. Rang again at 7am today and after about 5 minutes wait, got answered with "Qantas Premium" ...explained the situation to the lovely T.... who understood the concern re cancellation of award if not ticketed in a timely manner...she said that there was a problem with the system not recognising my PayPal payment....she would fix it and call me back if there were any problems and said I would get the e tickets within an hour....30 mins later ...voila! (Total call time incl wait time = 13 mins) Good outcome for me but why has it reached this point Qf?!.... fortunately I'm Plat and can get to the Premium desk to help but what about the average punter??

So I booked the return leg this am: Pen (Y)-Kul(J)-Syd with Qf points...no extra points for the Pen-Kul leg in Y but just a bit more surcharges....this time paid by credit card not via paypal.....points deducted and credit card charged straight away....15 mins later etickets were in my inbox

So it seems if you pay the surcharges (for partner awards in my case) on the Qf website with Paypal, the system doesn't recognised you have paid and requires manual intervention before the etickets are issued!

 

[why_qantas_why]

Booked a ticket with QANTAS nearly 7 days ago which has multiple codeshares (one American Airlines, the other Qatar) (total amount was $2400 + 66,000 points). The Qatar flight (one leg only) is a classic rewards flight paid by points + pay (66,000 points + $383 so I thought). I too had the issue where it had nearly been 48h and my ticket had not been issued - at this time, the full amount had been charged to my card and points had been deducted from my account. So I called and spoke to someone, and my ticket was issued promptly on the phone - I thought all done.

Today I went to pay off my credit card and noticed that QANTAS had updated the charge to be ~400USD less than what I was meant to pay. So I went to my e-ticket, and I noticed that my e-ticket also said I had been charged for this new amount (~2000), even though the 'Total Amount Payable' on the e-ticket was the original (~2400). So I contacted the credit card company - they confirmed that QANTAS originally charged me the full amount on my ticket as a pending charge, but that when they came to claim the money and it actually went through, they only requested the new, smaller amount (~2000).

At this point I got worried - I had this happen to me recently (2 months ago) where I was incorrectly charged by QANTAS (by $18AUD) and my booking was cancelled ON THE DAY of my booking because the codeshare airline had no record of my payment and cancelled my domestic codeshare legs. I called QANTAS and explained my concern that I hadn't yet paid the full amount for my flight and my booking with Qatar might be in jeopardy. They confirmed that the $2000 I had been charged was for my first flight (departing), but kept repeating that the returning flight (Qatar classic rewards) was paid with points. I agreed some of it was to be paid with points, but explained that 400 outstanding for the Qatar leg was meant to be paid by me. The person went away for a while, came back, and said that they confirmed that everything was paid and my ticket had been issued.......should I be worried? Should I contact Qatar? Should I call Qantas again and speak to someone new? I'm not sure what to do from here......I know I shouldn't complain about possibly saving myself $400, but I am super worried that I'll go to board my returning flight to find Qatar explaining the booking isn't valid because they never received payment.

Any ideas!?

 

[encryptededdy]

Booked a ticket with QANTAS nearly 7 days ago which has multiple codeshares (one American Airlines, the other Qatar) (total amount was $2400 + 66,000 points). The Qatar flight (one leg only) is a classic rewards flight paid by points + pay (66,000 points + $383 so I thought). I too had the issue where it had nearly been 48h and my ticket had not been issued - at this time, the full amount had been charged to my card and points had been deducted from my account. So I called and spoke to someone, and my ticket was issued promptly on the phone - I thought all done.

Today I went to pay off my credit card and noticed that QANTAS had updated the charge to be ~400USD less than what I was meant to pay. So I went to my e-ticket, and I noticed that my e-ticket also said I had been charged for this new amount (~2000), even though the 'Total Amount Payable' on the e-ticket was the original (~2400). So I contacted the credit card company - they confirmed that QANTAS originally charged me the full amount on my ticket as a pending charge, but that when they came to claim the money and it actually went through, they only requested the new, smaller amount (~2000).

At this point I got worried - I had this happen to me recently (2 months ago) where I was incorrectly charged by QANTAS (by $18AUD) and my booking was cancelled ON THE DAY of my booking because the codeshare airline had no record of my payment and cancelled my domestic codeshare legs. I called QANTAS and explained my concern that I hadn't yet paid the full amount for my flight and my booking with Qatar might be in jeopardy. They confirmed that the $2000 I had been charged was for my first flight (departing), but kept repeating that the returning flight (Qatar classic rewards) was paid with points. I agreed some of it was to be paid with points, but explained that 400 outstanding for the Qatar leg was meant to be paid by me. The person went away for a while, came back, and said that they confirmed that everything was paid and my ticket had been issued.......should I be worried? Should I contact Qatar? Should I call Qantas again and speak to someone new? I'm not sure what to do from here......I know I shouldn't complain about possibly saving myself $400, but I am super worried that I'll go to board my returning flight to find Qatar explaining the booking isn't valid because they never received payment.

Any ideas!?

If you use checkmytrip, you can use it to verify all your flights have a valid e-ticket number.

 

[why_qantas_why]

checkmytrip says that the e-ticket number for all five flights (in both departing and returning legs) via AA, Qantas and Qatar are all the exact same e-ticket number. It does say all the flights are confirmed. I also added my booking reference into my Qatar account and it comes up, says it is confirmed, let me select a meal etc. It just won't let me select any seats but that's not abnormal since it was an economy CR flight...All of them (including Qatar legs) also say 'Confirmed' on the e-ticket I was sent by Qantas.

So maybe I shouldn't be worried? Maybe it will just get charged to my card later? Or maybe its just karma for my recent experiences? It's just hard for me to trust Qantas right now because they burned me so hard last month, and the stress of logging into FF to check in and finding my intl flight cancelled by the airline, then having to sit on hold for 5 hours to fix the situation merely a few hours before my flight departed was something I wouldn't wish upon anyone!

 

[Andy72]

Currently on a trip to Europe via BKK. All the legs are booked as seperate reward bookings with multiple day layovers to reduce the risk of a missed connection. Flying to LHR tonight with Emirates in F. Went to book in online and got a message saying your booking reference number does not match ticket number. Messaged Emirates who said there was a problem with my ticket and to speak to Qantas. Checked my ticket and saw I had been downgraded to J on first leg during a schedule change. Felt nervous. Rang Qantas, answered by Hobart within seconds. She picked up the issue, said not to worry, and fixed the booking within about 5 min, and said to expect a new ticket in 10 min. Felt relieved.
No ticket after 4 hours. Rang again, SA, put on hold for 10 min, got nervous, rang back. Offshore agent again, within seconds hung up. Battery on phone falling fast. 3rd call answered by premium after 8 min wait, not sure why some calls are routed offshore with no wait and others to Hobart.
The issue was the origin in BKK so had to be processed in Thailand. She stayed on the line. They had to call a supervisor in to issue the ticket (Sat afternoon), ticket arrived.
Hopefully no problems tonight when check in, get a error message with online checking saying e-ticket needs to be verified but has all correct details on, and shows up on Emirates website
It was stressful, would not have been fun at the airport, but a great example of why Qantas should bring all support back to Australia as there is no way this would have been fixed overseas.

 

[Scash]

Have recently made a couple of reward bookings.

QF J BNE – SYD
BA PE SYD - SIN
AF J SIN – CDG

and

CX J BNE – HKG
CX J HKG – BKK
AF J BKK – CDG

In both cases bookings showed on Check My Trip almost straight away and tickets issued within a few hours. Maybe I just got lucky! Will cancel the first booking as this was the best available at the time and I don’t want to go through SYD and change DOM to INT. Hopefully this won’t upset my second booking .

 

[jpp42]

Issuing of tickets for new bookings made online has never been the issue. It's subsequent changes, whether initiated by the carrier or passenger, which have trouble with re-ticketing.

 

[tdimdad]

Perhaps this is more along the lines of quirks of Qantas IT and I'm not worried but looks like it pays off to rely on services other than QF for checking your ticketing status.

I had a revenue flight booked through the QF website, ticket issued as normal.


Had to cancel the trip and got a credit voucher for it - business as usual. Last week I rebooked a new trip on that voucher. Everything is visible in QF and AY MMB's (the two operating carriers) but the usual email with an itinerary PDF didn't come through.
Yesterday, on day 8, called QF call centre (got Fiji?) asking about the ticketing. The agent started her phone queue to their ticketing desk. Called back an hour later to inform it'll take a lot longer before she'll be through and promised to call back. Went to check on Royal Jordanian and no ticket # there.
This morning I got a voice mail from the same agent confirming the ticketing and also received an email with the magic PDF - which lacks the ticket number. Even when using the 'Email my itinerary' function in QF MMB later today, I still get a similar itinerary.


However, RJ and CheckMyTrip show a new ticket number (different from the original booking). Looks like QF IT is lacking in capability but the trip itself is all good. It's good to have the alternate sources available to confirm the crucial details...

 

[Ktan89]

Here we go again with Qantas ticketing... How have they not fixed this issue.. it is so stressful dealing with QF.

Today I was managing my booking through JL/QR website to reselect seats. There was a warning of schedule change; one of the JL flights had a 5min longer time of arrival - same departure time, same aircraft type. At 11am I went back to Qantas MMB to accept the change.
Tonight I'm back on JL website again and noticed that the PNR status is on "Hold" instead of ticketed. It looks like Qantas system haven't reissued the ticket so I'll need to call up. Currently on hold now to the second operator (both from Fiji) but the first one was stupidly dumb and I hung up on her. This second guy seems to know and placed me on hold while he tries to reach the ticketing department.

By the way, I did not get any notice from Qantas or Check My Trip on the schedule change.


If you have a JL flight, this could be a good way to check if your PNR status and if it is all good or not.. but I'm not sure how accurate it is.



I also clicked the "about ticketing deadline" and this is what it says:

 

[FlyingFiona]

By the way, I did not get any notice from Qantas or Check My Trip on the schedule change.

A similar thing happened to me (although my ticket was reissued by QANTAS after I accepted the changes - perhaps because it was a couple of months in advance). I did post in AFF with the same comment as you, that I wasn't notified in anyway and only came across the changes by chance, but no one made any return comment so I figured it might be standard practice??

Hope you can get your flights ticketed ok.

 

[Ktan89]

A similar thing happened to me (although my ticket was reissued by QANTAS after I accepted the changes - perhaps because it was a couple of months in advance). I did post in AFF with the same comment as you, that I wasn't notified in anyway and only came across the changes by chance, but no one made any return comment so I figured it might be standard practice??

Hope you can get your flights ticketed ok.

Thanks Fiona I'm still on hold but this guy from Fiji seems to be good and keeps coming back to update me that he is still trying to reach someone in ticketing.

I must have missed your post but I have read in these forums that a lot of people recommend using Check My Trip. Maybe some minor changes are slipping through gaps.

My first departure is in 33days

 

[FlyingFiona]

I must have missed your post but I have read in these forums that a lot of people recommend using Check My Trip. Maybe some minor changes are slipping through gaps.

It was because of that incident that I signed up for Check My Trip. They alerted me to a second change with JAL (this was a 2 hour addition to the flight time, I guess to accommodate the no fly zone over Russia) so it does work. However, I had a 10min arrival change with a QR flight and that didn't trigger a CMT notification. QANTAS themselves let me know and then reissued the ticket immediately. So perhaps you're right regarding minor changes.

 

[Ktan89]

New tickets arrived this morning after another call to QF. Milly was polite and got things done swiftly in 36mins.
Spent a total of +3hours last night with 3 consultants. The last one said she will contact me back (after being on hold for 53min) and it was a mistake waiting another hour for her call past midnight.
I was refreshing the PNR on JL website and it went from: ON HOLD > Purchased > Ticketed > then i received the QF ticket through email afterwards.

Check your PNR from time to time guys.

 

[Debby27]

I finally got a problem sorted!!

I booked flights for 2 to Singapore to Reykjavik on October 2 for September 2023 with FF points .

Fees were about $700. The booking dropped out online so I had to phone to complete- paying 7,000 points for each ticket assistence. The points came out of my account and the flights were showing in my bookings.

As its along way off I hadn't followed it up. 3 weeks ago I was updating some trip details and realised it hadn't been ticketed and the payment hadn't gone through.

As above experiences testify I had 6 goes until finally getting it sorted . I'd say at least 15 hours of my time and Qantas staff's wasted!!! Each time the payment would go pending and drop out and no ticket issued. Each of 5 times the assistant on the phone told me it was all sorted and would be ticketed.

Finally yesterday I took the advice on this site and rang 1300659115. The assistant apologised for my experience and said she'd keep me on the line until it was ticketed. She said the issue was that the fees were being charged in a foreign currency which required ticketing manually?? Whatever that entails?? She had 2 attempts with different cards to accept payment, which were declined.

Finally she took my CC numbers and got ticketing to put it through and it worked . I stayed on the phone until the tickets were finally emailed. I sort of feel the 14,000 points I paid for the initial booking assistance should be refunded as this was a most frustrating experience and hadn't been ticketed correctly! Thank goodness my flights weren't leaving soon. They need to sort this problem out quickly. I booked other flights with Finnair online with points and had no issues at all!!