Revenue RTW Booking with Qantas. Changed - Now Segments Appear Cancelled

[Alu359]

I bought cheap RTW ticket starts from CAI, marketed by Qantas and the journey is already half way done. Yesterday I called Qantas to make some change to my bookings and then they did reprice and tell me they'll need to charge 125USD for changing fee and refund 55AUD for differences between fares. I told Qantas my credit card information and then get updated Itinerary. Usually I should get another confirmation for the updated e-ticket, but the only thing I get is rest of my ticket getting cancelled without notice. I'm actively contact with Qantas but they didn't fix that yet.

 

[Cynicor]

QF phone staff are almost entirely incompetent, sadly, and their experience with xONEx fares is even lower than point to point. This is unsurprising and my advice with ex CAI would have been book what you can fly and leave it. You’ll have a stressful time fixing it now

 

[Mwenenzi]

Alu359 Welcome to AFF

I bought cheap RTW ticket starts from CAI, marketed by Qantas and the journey is already half way done. Yesterday I called Qantas to make some change to my bookings and then they did reprice and tell me they'll need to charge 125USD for changing fee and refund 55AUD for differences between fares. I told Qantas my credit card information and then get updated Itinerary. Usually I should get another confirmation for the updated e-ticket, but the only thing I get is rest of my ticket getting cancelled without notice. I'm actively contact with Qantas but they didn't fix that yet.

With a xONEX that has started with a change there should not be a refare or reprice. Will/can be a change in real taxes and possibly carrier surcharges plus the prescribed US$125 fee.

What was the original routes/airlines and what is your new route/airlines?
Did the change include CX? CX and some other airlines are know to auto cancel segments if QF do not reticket in time. This has happened to many people with award flights and other tickets. So much that QF set up a dedicated email to fix the many with award tickets. [email protected]

 

[Cynicor]

The difference in price is not an actual reprice, it will be changed in YQ/YR/Taxes and Fx differences.
A true reprice would be in the $1000s due to the fare being changed fully since the ExCAI issues

 

[RooFlyer]

Usually I should get another confirmation for the updated e-ticket, but the only thing I get is rest of my ticket getting cancelled without notice. I'm actively contact with Qantas but they didn't fix that yet.

This is reported to have happened quite frequently when people use the offshore Qantas call centres. Some Airlines will cancel the ticket if it’s not re-ticketed by Qantas within a day and they just don’t do that.

there is an email that you should use to try and rectify but unfortunately I don’t have it. Hopefully someone here will be able to tell you or if you look around the forum a bit you might find it.

 

[tdimdad]

The useful email address is this one. Hopefully the team is still active and on the ball.
[email protected]

 

[serfty]

The useful email address is this one. Hopefully the team is still active and on the ball.
[email protected]

@Alu359 Hopefully they can assist; I presume the reference to CAI along with the USD125 fee suggests a oneworld explorer revenue booking as distinct form an award booking.

 

[Alu359]

Alu359 Welcome to AFF


With a xONEX that has started with a change there should not be a refare or reprice. Will/can be a change in real taxes and possibly carrier surcharges plus the prescribed US$125 fee.

What was the original routes/airlines and what is your new route/airlines?
Did the change include CX? CX and some other airlines are know to auto cancel segments if QF do not reticket in time. This has happened to many people with award flights and other tickets. So much that QF set up a dedicated email to fix the many with award tickets. [email protected]

Thanks for help! Yes it contains CX segment, and it is the CX segment which is missing! Actually I didn't change the route, I only changed the dates and based on the term&condition they shouldn't charge me 125USD. Sadly I called to 3 different QF staff they all say to charge me that amount which is a completely fraud. But I just don't want to waste time bcz I already waste 1 hour making the 3 calls. And it is really unfortunate this cancellation follows up, which makes me to call them again, that's too annoying. Thanks for providing the email and I will contact them at the same time. Will be back to this thread when I got updates

 

[Alu359]

Thanks for help! Yes it contains CX segment, and it is the CX segment which is missing! Actually I didn't change the route, I only changed the dates and based on the term&condition they shouldn't charge me 125USD. Sadly I called to 3 different QF staff they all say to charge me that amount which is a completely fraud. But I just don't want to waste time bcz I already waste 1 hour making the 3 calls. And it is really unfortunate this cancellation follows up, which makes me to call them again, that's too annoying. Thanks for providing the email and I will contact them at the same time. Will be back to this thread when I got updates

I got a response from this email and they say they only deal with reward bookings and commercial bookings should be via calling center...

 

[Seat0B]

I got a response from this email and they say they only deal with reward bookings and commercial bookings should be via calling center...

Unlucky for you as the call centres do no seem to know what they are doing, for the most part. I think you will just have to keep calling until you manage to get your missing flights resolved. Very frustrating for you.

 

[Mwenenzi]

Thanks for help! Yes it contains CX segment, and it is the CX segment which is missing! Actually I didn't change the route, I only changed the dates and based on the term&condition they shouldn't charge me 125USD.

Agree should be no US125 for a date change. But they can charge a "local service fee".

16. VOLUNTARY CHANGES / REROUTING / PENALTIES
Fees as described below may be waived in case of certified death/illness of the passenger or passenger’s immediate family member or accompanying passenger.
Local service fees may apply on rebooking, rerouting, reissue or refund.

Will be a challenge to get it fixed.
Another email, but intended for QF frequent flyers and not general ticketing. [email protected]
But the chances of that email helping are low.

 

[elanshin]

Alternatively try the AA run OW rtw helpdesk. I don't think i have the number anymore but they're apparently also one of the places that can help.

 

[kiwitripper64]

for AA RTW helpdesk, try 1800 247 3247.
Check your ticket Booking ref number. Qantas and AA seem to have different booking numbers and I had to ask a QF rep what AA and Alaskan were for their segments. This might not be relevant in your case.
Good luck

 

[Cloud9]

But the chances of that email helping are low.

The chances of that email *replying* are virtually non-existent.

Put three emails in back in May to that address; aside from the auto-responses, nothing back to me whatsoever.

 

[Alu359]

Unlucky for you as the call centres do no seem to know what they are doing, for the most part. I think you will just have to keep calling until you manage to get your missing flights resolved. Very frustrating for you.

get some updates, the CX segment was missing because Qantas cannot find the CX flight anymore from their end. Ironically the CX segment was the one I'm not intend to change. So when changing the flight, what they do is to cancel the e-ticket and the old reservation, and then they make new reservation to reissue e-ticket. However, as in some point CX is not open certain flights to Qantas anymore, my ticket can not be reissued...

 

[Alu359]

get some updates, the CX segment was missing because Qantas cannot find the CX flight anymore from their end. Ironically the CX segment was the one I'm not intend to change. So when changing the flight, what they do is to cancel the e-ticket and the old reservation, and then they make new reservation to reissue e-ticket. However, as in some point CX is not open certain flights to Qantas anymore, my ticket can not be reissued...

What I experiencing right now is the thing hang in the middle. I just actively contact with Qantas and let them contact with CX about this issue. I still feel little hope on this can be fixed with any good results. I can expect this will be troublesome than I expected.

 

[moa999]

AA RTW helpdesk, try 1800 247 3247.

Don't think AA can take over a QF plated booking.

Been a while since I did a DONE and have always used AA due to their superior help desk (and once cheaper add ons).

Also worth seeking advice on the Flyertalk oneworld forum as I suspect more people there with recent experience. Indeed Qantas hit one person recently with US$125 per segment date change.

 

[Alu359]

update: after 4 rounds of call, a very responsible lady and her supervisor helped to contact CX and OW, and then successfully reissued my ticket. Thanks for everyone's help. However next time I'd better choose JAL or AA for ticketing RTW ticket...

 

[RooFlyer]

However next time I'd better choose JAL or AA for ticketing RTW ticket...

Good result . If you fossick around this site, you will find all sorts of tips on minimising costs of tickets.

 

[drron]

Don't think AA can take over a QF plated booking.

Been a while since I did a DONE and have always used AA due to their superior help desk (and once cheaper add ons).

Also worth seeking advice on the Flyertalk oneworld forum as I suspect more people there with recent experience. Indeed Qantas hit one person recently with US$125 per segment date change.

Well they used to. I had that happen on an award RTW in 1996. Couldn't take the AA flight CDG-JFK as the French had a general strike. cContacted QF who then cancelled the rest of the flights. AA reticketed on AA stock as an award flight.
QF had one last go at me because on the JFK-LAX segment we were in J on QF but as now an AA ticket we were in Y. Only 9 people in J on a 747.