Qantas ticketing delays - likely risk of losing booking.

[FFTravelduo]

@FFTravelduo welcome to AFF. I am very happy that your itinerary was able to be sorted out for you with minimal problems. Out of interest, which airlines are involved in your itinerary? Hopefully your trip will be memorable for all the right (good) reasons.

Thanks, we hope so too, trust levels with Qantas are low at the moment - our flights are with QF, QR,BA,IB,AA,JAL and MH

 

[Mr H]

Just as another data point

I have been waiting nearly a week for a straightforward redemption on EK to be ticketed. Three flights, all in the same class with no stopover. New booking, so no changes to complicate things.

I called up on Saturday to book. I had the flights booked but was told they could not price it as the currency they required could only be used on weekdays, so told to call back on the Monday.

I called on Monday and was given a quote (in Australian dollars - the currency that does not work on weekends!) and my card was debited, but was told they could not calculate the points required without specialist help - they would call me back. it is so difficult to look at a redemption table, I know...

I called again on Tuesday to ask whether they could now calculate the points required. After ages on hold and the involvement of the specialist team, I was told it was 89,800 points which I had known all along. Unusually the points were deducted immediately. They also said they would recalculate the fees to make sure I had paid the correct amount - and concluded that i had. I was told it would be ticketed within 24 hours.

On Wednesday, more than 24 hours later, I called again to find out where the ticket was. After much investigation and holding, they told me that ticketing had failed because the amount of fees I had paid did not match what had been recorded against the booking, They recalculated the fees, found that I had paid the right amount and they had entered the wrong amount against the booking. They promised this had been fixed and the ticket would now issue within 24 hours.

Now it's Friday. Two days later, still no ticket. I will have to call again.

Really, how hard can this be?

 

[roby]

Just as another data point

I have been waiting nearly a week for a straightforward redemption on EK to be ticketed. Three flights, all in the same class with no stopover. New booking, so no changes to complicate things.

I called up on Saturday to book. I had the flights booked but was told they could not price it as the currency they required could only be used on weekdays, so told to call back on the Monday.

I called on Monday and was given a quote (in Australian dollars - the currency that does not work on weekends!) and my card was debited, but was told they could not calculate the points required without specialist help - they would call me back. it is so difficult to look at a redemption table, I know...

I called again on Tuesday to ask whether they could now calculate the points required. After ages on hold and the involvement of the specialist team, I was told it was 89,800 points which I had known all along. Unusually the points were deducted immediately. They also said they would recalculate the fees to make sure I had paid the correct amount - and concluded that i had. I was told it would be ticketed within 24 hours.

On Wednesday, more than 24 hours later, I called again to find out where the ticket was. After much investigation and holding, they told me that ticketing had failed because the amount of fees I had paid did not match what had been recorded against the booking, They recalculated the fees, found that I had paid the right amount and they had entered the wrong amount against the booking. They promised this had been fixed and the ticket would now issue within 24 hours.

Now it's Friday. Two days later, still no ticket. I will have to call again.

Really, how hard can this be?

I suspect nowadays the 24 hour ticketing policy is designed to get the last agent off the hook and you are then sent to a time loop with no resolution indefinitely. Lately I have been demanding to have the ticket to be issued while I hold but now they would simply put be back in the queue and another agent would pick up the phone and I am back to sqaure one or they would simply send me to a survey and end the call. I have been chasing 30,000 points they deducted by mistake for 4 months. No one on the call can solve it and no one responds to emails. How did QF become like this!

 

[Mr H]

I suspect nowadays the 24 hour ticketing policy is designed to get the last agent off the hook and you are then sent to a time loop with no resolution indefinitely. Lately I have been demanding to have the ticket to be issued while I hold but now they would simply put be back in the queue and another agent would pick up the phone and I am back to sqaure one or they would simply send me to a survey and end the call. I have been chasing 30,000 points they deducted by mistake for 4 months. No one on the call can solve it and no one responds to emails. How did QF become like this!

Further to my last post, I called again this arvo after a long wait for a response and a long period on hold, I was told they had not queued it for the right ticketing office but have been assured this has now been done.

 

[NM]

Further to my last post, I called again this arvo after a long wait for a response and a long period on hold, I was told they had not queued it for the right ticketing office but have been assured this has now been done.

More excuses than the school kid telling the teacher why his homework is not done. Have the used the excuse that the dog ate it?