QF/EK Award Booking - Dates not matching

[yld200]

I booked an EK award flight with QF points for the 28th of Feb for my parents. The booking on the QF and EK websites graphics show the flight as 28th Feb, however the email itinerary I've received from QF says the departure is 28th November. The same thing happens on the EK website, the booking shows as 28th of Feb on the graphics but when I 'Print Tickets', the PDF that's generated also shows 28th November.

Examples below:



I've contacted QF 3 times now, 2 agents said they would look into it and get back to me but I haven't had a call yet. The third had a horrible connection, I could barely hear her but she said that she checked with her support team and that I had nothing to worry about and that the booking was indeed for the 28th Feb.

QF has resent me the e-ticket and itinerary via amadeus emails which shows the correct date but I can't help but feel concerned. So I'm doing what any other AFFer would do and check in here for advice.

 

[renatts]

The e-ticket is what you actually have booked. If you have a new e-ticket with the correct information/dates and ticket numbers next to the passenger names then you should be fine. The issue date should be newer on the new e-ticket as well.

If there is no ticket number next to the names on the new itinerary then you'll have to keep calling.

 

[aus_flyer]

This is quite common - from my experience.

As long as the booking shows the correct flights then you should be fine. This was the case for me recently.

But… I’d still keep calling and explain the situation for your own peace of mind. Some agents are very familiar with it and will know how to fix it straight away.

 

[Guvner]

When in doubt blame QF I.T.
A correct Amadeus e-ticket is all that matters.

 

[MEL_Traveller]

As long as yuo have an e-ticket with the correct dates that's a good start.

As travel is on Emirates you could also call them to see what they have in their system, rather than what Qantas is telling you.

If EK agrees it is Feb that's another good sign (When you call Emirates they might start off saying this is a Qantas ticket and they can't help you... just explain you only want them to confirm the date!)

 

[yld200]

Thanks for all the replies.

Have called emirates and they're claiming that the ticket showing on their end are for the 28th of November, not 28th Feb. The PNR and tickets don't match and pax won't be allowed to board unless QF correct it.

On the phone with QF again this morning, they still say tickets are showing 28th Feb. Received another amadeus email from QF while on the phone which shows correct dates but no ticket number. The 'email itinerary' function from QF still generates a ticket for the 28th November.

 

[sudoer]

Use the Finnair MMB to generate another copy of the e-ticket and see who is lying.

 

[yld200]

Use the Finnair MMB to generate another copy of the e-ticket and see who is lying.

Just logged onto Finnair and got the below for the 28th Feb which is the correct date. So does this mean EK is lying?

 

[Matt_01]

Use the Finnair MMB to generate another copy of the e-ticket and see who is lying.

Out of curiosity I just gave this try as I thought it would be a good trick to keep in the memory bank. I was aware that you could retrieve the QF ticket based on the QF PNR however it does not seem to recognise the EK PNR is there a trick to over coming this.

 

[yld200]

Out of curiosity I just gave this try as I thought it would be a good trick to keep in the memory bank. I was aware that you could retrieve the QF ticket based on the QF PNR however it does not seem to recognise the EK PNR is there a trick to over coming this.

I used my QF PNR to generate the above. It doesn't accepts the EK PNR.

 

[sudoer]

Sorry, I hadn't considered that there are two different PNRs at play - been a while since I've flown Emirates.

At least this backs up QF's side of the argument, but I'm not sure it means Emirates isn't telling the truth. It's possible the other PNR has a different date and there's been some sort of issue synchronising the booking across QF and EK systems?

I've just become accustomed to using Finnair and CheckMyTrip as the source of truth rather than Qantas.

 

[Matt_01]

I used my QF PNR to generate the above. It doesn't accepts the EK PNR.

I would have thought that what is on the EK PNR is all that matters. They are the ones marketing and operating the flight QF is just the booking agent. It is very off as QF/ EK normally work fairly seamlessly, are there still reward seats available on the day you want to travel. It may be easier to rebook and cancel the existing itinerary.

 

[yld200]

I've just become accustomed to using Finnair and CheckMyTrip as the source of truth rather than Qantas.

I tried adding the EK PNR to CheckMyTrip but it didn't like it. With the QF PNR added it shows the EK PNR as the confirmation number.

It may be easier to rebook and cancel the existing itinerary.

The same flight isn't available to book. There are options via SYD for extra points. There are flights on days either side of the existing booking.

 

[yld200]

Just finished up a call with QF and the agent has assured, re-assured and given me her word that everything is booked, confirmed and ticketed for the 28th Feb. Amadeus tickets were re-sent again with the ticket numbers for the 28th Feb. These will be printed now.

Still nervous because the email itinerary function still generates the below:


Will try EK again later this morning to see if a different agent gives me a different answer.

 

[MEL_Traveller]

Just logged onto Finnair and got the below for the 28th Feb which is the correct date. So does this mean EK is lying?

There’s no reason for EK to give you false information… they’re telling you what they can see. If the checkin agent is using the same system as the call centre it seems you could have a ticket for the wrong date according to EK.

Maybe this is a short email to customer service to say EK has no record of my booking on 28 Feb, please help!

 

[yld200]

There’s no reason for EK to give you false information… they’re telling you what they can see. If the checkin agent is using the same system as the call centre it seems you could have a ticket for the wrong date according to EK.

Maybe this is a short email to customer service to say EK has no record of my booking on 28 Feb, please help!

Not really suggesting that EK would give false information but perhaps the agent overlooked something.

Thanks for the advice - I have emailed QF customer service with the details

 

[madrooster]

Did this PNR previously have a booking for 28 Nov or has it always been 28 Feb?

 

[yld200]

Did this PNR previously have a booking for 28 Nov or has it always been 28 Feb?

According to the EK Agent, the history shows it was booked as 28th Feb, then changed (incorrectly) to 28th Nov and then back to 28th Feb.

 

[MrJetset]

That explanation makes the most sense. It was a mistake by one of the QF agents who probs my thought it wouldn’t matter.

I’ve mafe multiple changes on QFF redemptions on EK F tickets and often EK ground staff at SYD will call confirming I’m on the flight as I’m on the way to the airport because they’re confused by the several ticketing.

 

[yld200]

Not really suggesting that EK would give false information but perhaps the agent overlooked something.

Thanks for the advice - I have emailed QF customer service with the details

I used the QF customer care feedback form online on Wednesday and still no follow up and no call back. Have currently been on with an agent for 60 minutes and going around in circles.