Tried to Add flights to QFF oneworld award, Airline Segments Lost

[jeffreyhiew]

Hi C
I had the same issue - for a June flight - when I started calling there was availability, but the time I got through - there was none, not even economy, so 42 calls to Qantas later. I eventually got to the Hobart Call centre (I asked at Qantas lounge & they gave me a different number to call - apparently there a rotating number used from lounges etc). Not sure how but the agent in Hobart managed to reticket me back onto business - even though there was no availability. Try to get to someone switched on at the Hobart call centre - do not bother with the other call centres.

Hi gerrybu,

May I please have the hobart's contact number as well? I am trying to solve my RTW issues and the other call centres are not helping Thank you in advance

 

[Mr H]

Hi gerrybu,

May I please have the hobart's contact number as well? I am trying to solve my RTW issues and the other call centres are not helping Thank you in advance

Maybe see whether the group here could help before calling on the silver bullets?

 

[jeffreyhiew]

Maybe see whether the group here could help before calling on the silver bullets?

Thanks Mr H for your reply. I was trying to add flight segments to my existing RTW business ticket, however, they keep having pricing issue and they take really long time to get back to you with no resolutions. Please find my below itinerary and see whether you can spot any issues.

Flight number	Aircraft	Date	Time	From	To	Stopover/transit
QZ537	A320	10/05/2023​	2005 - 2350	PER	DPS	surface sector
MH714	A330	11/05/2023​	1255 - 1600	DPS	KUL	start (transit)
MH88	A350-900	11/05/2023​	2330 - 0740	KUL	NRT T2	stopover
MH89	A350-900	24/05/2023​	1020 - 1645	NRT	KUL	transit
MH127	A330	24/05/2023​	1940 - 0110	KUL	PER	stopover
CX142	A350-900	7/10/2023​	0710 - 1450	PER	HKG	transit
BA28	777-200er	7/10/2023​	2320 - 0635	HKG	LHR	stopover
AY1572	A320	6/11/2023​	1050 - 1450	CDG	HEL	transit
JL48	777-300	6/11/2023​	1740 - 1015 (7/11)	HEL	HND	transit
MH89	A350-900	8/11/2023​	1005 - 1700	NRT	KUL	stopver
MH127	A330-200	10/11/2023​	1950 - 0125	KUL	PER	end

Great circle mapper is showing 34,047 miles so mileage should be fine. I have already paid 636k points for 2 passengers in business classic rewards and have booked segments so far until LHR. The new segments are the last 4 that I am about to add. As far as I know, they shouldn't require additional points, however, the staff at call centre is doubtful about this. Please correct me if I am wrong.

Thank you in advance.

 

[Mr H]

Thanks Mr H for your reply. I was trying to add flight segments to my existing RTW business ticket, however, they keep having pricing issue and they take really long time to get back to you with no resolutions. Please find my below itinerary and see whether you can spot any issues.

Flight number	Aircraft	Date	Time	From	To	Stopover/transit
QZ537	A320	10/05/2023​	2005 - 2350	PER	DPS	surface sector
MH714	A330	11/05/2023​	1255 - 1600	DPS	KUL	start (transit)
MH88	A350-900	11/05/2023​	2330 - 0740	KUL	NRT T2	stopover
MH89	A350-900	24/05/2023​	1020 - 1645	NRT	KUL	transit
MH127	A330	24/05/2023​	1940 - 0110	KUL	PER	stopover
CX142	A350-900	7/10/2023​	0710 - 1450	PER	HKG	transit
BA28	777-200er	7/10/2023​	2320 - 0635	HKG	LHR	stopover
AY1572	A320	6/11/2023​	1050 - 1450	CDG	HEL	transit
JL48	777-300	6/11/2023​	1740 - 1015 (7/11)	HEL	HND	transit
MH89	A350-900	8/11/2023​	1005 - 1700	NRT	KUL	stopver
MH127	A330-200	10/11/2023​	1950 - 0125	KUL	PER	end

Great circle mapper is showing 34,047 miles so mileage should be fine. I have already paid 636k points for 2 passengers in business classic rewards and have booked segments so far until LHR. The new segments are the last 4 that I am about to add. As far as I know, they shouldn't require additional points, however, the staff at call centre is doubtful about this. Please correct me if I am wrong.

Thank you in advance.

First issue is you are returning to your country of origin mid trip. That is against the OWA rules.

 

[jeffreyhiew]

First issue is you are returning to your country of origin mid trip. That is against the OWA rules.

Oh sorry, I should mention that I bought PER to DPS separately via airasia. So my country of origin is DPS in this case.

 

[Mr H]

Oh sorry, I should mention that I bought PER to DPS separately via airasia. So my country of origin is DPS in this case.

Then it looks like a valid itinerary - I can see you are having a stopover in the same city as your end point, but I don't think that's a problem (others will doubtless speak up if it is). Sounds like you just need to hang up and call again. In my experience, agents in South Africa can sometimes help you; agents on Fiji can't or won't.

 

[jeffreyhiew]

Then it looks like a valid itinerary - I can see you are having a stopover in the same city as your end point, but I don't think that's a problem (others will doubtless speak up if it is). Sounds like you just need to hang up and call again. In my experience, agents in South Africa can sometimes help you; agents on Fiji can't or won't.

Thanks Mr H. I am on the phone with them now. I am not sure who I got, probably from South Africa. Fingers crossed they won't take so long to price it this time... I just wanna pay my taxes and move on T_T

 

[jeffreyhiew]

Then it looks like a valid itinerary - I can see you are having a stopover in the same city as your end point, but I don't think that's a problem (others will doubtless speak up if it is). Sounds like you just need to hang up and call again. In my experience, agents in South Africa can sometimes help you; agents on Fiji can't or won't.

Just got off the phone from Fiji call centre. The guy said he has issues with pricing error and he came to conclusion that the seats are not available OWA even though I can see it on the website and he managed to add them in my itinerary. so I've hung up and now on queue to a different agent. Any ideas? Would hobart call centre be able to help me with this?

 

[Mr H]

Just got off the phone from Fiji call centre. The guy said he has issues with pricing error and he came to conclusion that the seats are not available OWA even though I can see it on the website and he managed to add them in my itinerary. so I've hung up and now on queue to a different agent. Any ideas? Would hobart call centre be able to help me with this?

If he has added the flights to your itinerary then keep calling and remind the agent it needs to be ticketed immediately because of the MH flights. Say you will hold. If they refuse, but you off of fob you off then hang up and try again.

 

[jeffreyhiew]

If he has added the flights to your itinerary then keep calling and remind the agent it needs to be ticketed immediately because of the MH flights. Say you will hold. If they refuse, but you off of fob you off then hang up and try again.

Right... will do this. But is it common that they have issue with pricing the tickets? It seems unusual to me.

 

[jeffreyhiew]

This agent said you can't add any more flights if you already have 6 flights in your existing itinerary. It has to be under a different PNR.

 

[Mr H]

This agent said you can't add any more flights if you already have 6 flights in your existing itinerary. It has to be under a different PNR.

That is rubbish. Hang up and call again. In any case, you said they have already been added to your itinerary. All that needs to happen now is pricing and ticketing. If there are more than 11 sectors then it has to be priced manually.

 

[jeffreyhiew]

I got through to the manager. Apparently my tickets were first issued on 3rd of November 2022. Due to its 1 year validity, my final flight has to be on 3rd of November 2023. This might be the issue.

 

[Mr H]

I got through to the manager. Apparently my tickets were first issued on 3rd of November 2022. Due to its 1 year validity, my final flight has to be on 3rd of November 2023. This might be the issue.

No, the one year is from the original date of the first scheduled flight.

 

[jeffreyhiew]

No, the one year is from the original date of the first scheduled flight.

I think you are right. Just read the terms and conditions. I am calling them again now...

 

[Mr H]

I think you are right. Just read the terms and conditions. I am calling them again now...

At the risk of starting the obvious, you need to know the terms and conditions very well before you call, otherwise you will have no way of knowing if they are telling you sensible things.

 

[jeffreyhiew]

At the risk of starting the obvious, you need to know the terms and conditions very well before you call, otherwise you will have no way of knowing if they are telling you sensible things.

thank you. sorry it's my first time booking an RTW ticket so I am not very familiar and still trying to figure out why is it so hard to get this ticketed. He did sound very knowledgeable so I thought he was right..

 

[Mr H]

thank you. sorry it's my first time booking an RTW ticket so I am not very familiar and still trying to figure out why is it so hard to get this ticketed. He did sound very knowledgeable so I thought he was right..

It is complicated because so many rules must be met and there is a high chance of needing manual processing, especially when changes are made and the tax and fees gets complicated. Unless you know the rules backwards you will squander the chance when you do get to engage with a competent agent or someone who has any authority.

 

[jeffreyhiew]

It is complicated because so many rules must be met and there is a high chance of needing manual processing, especially when changes are made and the tax and fees gets complicated. Unless you know the rules backwards you will squander the chance when you do get to engage with a competent agent or someone who has any authority.

I am still having difficulties sorting out with the people at call centre. Any chance I can have the Hobart call centre number please? Been trying since Friday all day and still going

 

[Mr H]

I am still having difficulties sorting out with the people at call centre. Any chance I can have the Hobart call centre number please? Been trying since Friday all day and still going

Just keep trying. Unless you are Platinum you don’t get through to Hobart. Just be really clear about the rules and what you want to happen, if you get no joy, hang up and call again.