QF Mystery: We can see but the agent can't

[1022]

I had an agent the other day quote me the full total points cost of my F/J OWA when I made a change rather it a the difference. He was unable to see on his screen what the difference was between points paid and new points required (ie difference between J and F OWA). I tried to clarify a few times because A) his quote was lower than what I expected and B) I didn’t have sufficient points in my account if they tried to take it all at once without accounting for 318K points already paid. It all worked out in the wash … two calls later … when I got a good agent who sent it to ticketing, but not before a couple of MH legs dropped and had to be reinstated. But again that was pure luck of the draw that I got one of the few agents who actually know and understood OWA bookings.

I don’t see why it’s so hard for QF to ensure calls about complex bookings are directed to competent agents. Just add an extra menu choice “does your booking contain points redemption? Press 5”. I don’t care if I have to wait a couple of hours in a queue if I know the person who answers won’t fk up my booking…

 

[levelnine]

It does seem to be a bit of a puzzle as to what's going on.

It can't all be attributed to married segment logics because it seems to apply even when there is a stopover between the earlier/later flights or they are on different airlines.

@Mattg, maybe something to ask Qantas?

 

[smckay]

I haven't read all posts, but I have had this same issue. The Hobart agent told me to book the flights but not confirm with points.
She then took the PNR and dropped it into my trip.
I have been told variously by here and QF you can/cannot do this but I have done it on a OWR that existed.

 

[MelbFlyer]

I haven't read all posts, but I have had this same issue. The Hobart agent told me to book the flights but not confirm with points.
She then took the PNR and dropped it into my trip.
I have been told variously by here and QF you can/cannot do this but I have done it on a OWR that existed.

Sorry, but what are you referring to - "book the flights but not confirm with points"?

Do you mean to just book a cash fare and then have it added to an existing PNR that's been paid with points?

I don't think that would work, and it would also open up a can of worms.

 

[smckay]

Sorry, but what are you referring to - "book the flights but not confirm with points"?

Do you mean to just book a cash fare and then have it added to an existing PNR that's been paid with points?

I don't think that would work, and it would also open up a can of worms.

Sorry, too fast to reply.
I booked the rewards flights I could see as a rewards booking just for that leg (it was HKG-SYD in J) but didn't actually 'pay' with points. Went as far as to get the PNR then stopped. and left it on the screen.
This was all done whilst on the phone to the agent (Hobart IIRC) and the flights showed in MMB then disappeared and went into the existing PNR, which had a CX J flight for that leg.

 

[MelbFlyer]

I booked the rewards flights I could see as a rewards booking just for that leg (it was HKG-SYD in J) but didn't actually 'pay' with points. Went as far as to get the PNR then stopped. and left it on the screen.

This is the first I've heard of this, as usually a PNR isn't issued until confirmed payment as far as I'm aware?

I've just done a rewards booking up until the final step (but have not entered my card details to pay for the tax and complete the booking) and definitely there's no PNR issued.

All that's said is:
"An e-ticket itinerary receipt will be sent to (email) once your ticket(s) are issued."

 

[Mattg]

Could it be that the flight sought by the OP is only available when booking from a Hong Kong Point Of Origin, but not wherever their Oneworld Classic Flight Reward starts?

 

[Phoenix-1]

Has anyone encountered this on a date change instead of trying to add a leg? (I guess it's functionally similar). I already have a flight booked but want to change the leg. I'm being told this is only available for new bookings.

So I called up and got an agent in Suva who was able to change it for me within minutes. E-ticket received as well.

 

[serfty]

So I called up and got an agent in Suva who was able to change it for me within minutes. E-ticket received as well.

Seems the first agent either lied or was incompetent.

 

[N860CR]

This is the first I've heard of this, as usually a PNR isn't issued until confirmed payment as far as I'm aware?

I've just done a rewards booking up until the final step (but have not entered my card details to pay for the tax and complete the booking) and definitely there's no PNR issued.

All that's said is:
"An e-ticket itinerary receipt will be sent to (email) once your ticket(s) are issued."

I’d have said the same…. But during the sale this week I did manage to create three different PNRs while the QF payment system was crashing. One of them was ticketed after I called (numerous times) to process payment.

Producing an itinerary (PNR) in a reservation system without ticketing is easy and quite common (good for visas etc), however I’ve never known the QF website to do it. Perhaps there’s a backend system that can pick this up.

Finding an agent who would have any idea how to do that, however, is a totally different issue!

 

[BriarFlyer]

The Qantas website does create a PNR without payment but this "hold" only lasts a few hours before disappearing from the system.

 

[MelbFlyer]

The Qantas website does create a PNR without payment but this "hold" only lasts a few hours before disappearing from the system.

Are you able to advise where and how this is done?

I've tried via the multi city classic rewards booking portal and I've got to the final step where you enter your card details - no PNR is present / made prior to payment.

If I could do it and obtain a PNR, I'd probably have some luck in getting an agent to "see" the flight I can see online, and then combine it with my existing booking.

 

[serfty]

Are you able to advise where and how this is done?

Go right through to the payment page, making sure you have entered your frequent flyer number during the process.

Stop there and open another tab/browser window, log in to your frequent flyer account and check your bookings.

The unfinished booking should show, resplendent with a PNR.

 

[MelbFlyer]

Go right through to the payment page, making sure you have entered your frequent flyer number during the process.

Stop there and open another tab/browser window, log in to your frequent flyer account and check your bookings.

The unfinished booking should show, resplendent with a PNR.

This means you have to do a cash / revenue booking, as it doesn't allow you to select classic reward seats if you have not logged in?

This is the message I'm getting (unable to use the multi-city search without logging in) :



EDIT: Okay, I've been able to now get a provisional PNR once logged in (you have to do a revenue booking and then leave it at the payment page), I'll call up and ask if they can see the 2nd PNR now and see if they can pair it with my existing booking.

 

[MelbFlyer]

So I just called and the consultant then told me that separate PNRs are not able to be combined.

I then requested for them to check on availability for rewards seats that I could see online - they then quoted me the full amount to change even after I stressed to please calculate the difference in points, not the full amount.

Some of these consultants (sadly most) really lack brain cells / training.

 

[djkelly69]

they then quoted me the full amount to change even after I stressed to please calculate the difference in points, not the full amount.

As mentioned earlier, IME they always charge the full amount for the new booking and then refund the old amount. I don't think there is an option to 'just charge the difference'.

 

[MelbFlyer]

As mentioned earlier, IME they always charge the full amount for the new booking and then refund the old amount. I don't think there is an option to 'just charge the difference'.

Unfortunately it doesn't give me confidence that they don't mention a refund of old points and only quote the new total points.

If I got a consultant who did specifically mention this (ie. full amount to be refunded, new amount to be charged, and the clear points difference between the two), I'd probably finalise the change with that person.

Other than that, I will HUACA.

 

[1022]

The person I spoke to last week who quoted me the full points cost for a changed award was otherwise totally on the ball and got the changes I wanted to my OWA, so I think if you manage to get that far with an agent (as in you found one wh saw the seats you want and can add them to your PNR) I would bite the bullet and be comfortable that when it goes to ticketing (whole other drama of course), they'll sort out the right points to charge.

 

[dylarr]

I’ve never heard of flights being available for “new bookings” only. They’re either available, or they’re not. It shouldn’t be a married segment issue for that route. Are these South African consultants?

I've encountered this a few times where agents will see no availability when checking for availability from an existing booking. Most Mindpearl agents will flatly state that there is no seats available and that what you're seeing on the website is a "delay" or some other excuse. Experienced agents know how to work around it.

I've asked two agents in Hobart/Auckland how they were able to see the availability when the other call centres couldn't so I could relay this info next time it happened and they both gave me the same answer: they told me that they also see no availability so what they need to do is ignore the current booking, then check for availability, then add the desired sectors to the booking.

I'm not sure how you would convey this to a Mindpearl agent or how successful it would be (I haven't tried yet).

 

[MelbFlyer]

so what they need to do is ignore the current booking, then check for availability, then add the desired sectors to the booking.

If we could get most consultants to do this, then a lot of us wouldn't have to HUACA! It's mindblowing.