Website Crashed whilst booking, but appearing in "Your bookings"

[Craig O'Brien]

HI All
So here I am on a Saturday night, trying to book a flight for me and my family...
So I find the flights I want, and using classic reward, select the flights, go to the next page put in the travellers details, and then click next, expecting to get to the payment page for the tax/charges.
Anyway, it crashed saying it is unable to process my request, start again. Anyway I logon to my Qantas FF page, and low and behold, the booking is there, however no points have been deducted and no payment was made for the charges. Also a booking reference number is there.

Anyway, so I am thinking, is the booking valid or not, so I get on the phone and call Qantas, the IVR says the wait time is 4 hours, WTF. I know it is Saturday, but is everyone at the pub from there call centre. So they ask if I can use SMS or the Qantas app, So I select the app, and write to them with the issue. No response from he person/bot..

So anyway good people of AFF, whats you opinion, will the booking be cancelled, or have I got a free flight

 

[RooFlyer]

Similar experience related in another current thread. If the bot doesn't come back soon, I'd be waiting on the phone, no matter how long the wait.

 

[Craig O'Brien]

Well, I might just do that, lucky I have some beers whilst I wait, however 4 hours, I might be passed out by then.

 

[TheInsider]

Can't be complete if there is no payment.
There booking gets created as a marketing tool to remind people they were going to book and then make them convert the booking into a paid one.

 

[Scr77]

My call back last night was 4.5hrs later. The sms bot took 7 hrs to get a person. By then it was 1am and I was long in bed.

QANTAS CUSTOMER SERVICE HAS GONE TO HELL

The unpaid booking may mean that the reward seats (in a new search) don’t show until the booking lapses or is paid for. Meaning you may not be able to try again.

 

[Craig O'Brien]

I think you are right scr77, when I looked again (both flights were in business) it wasn't available. Anyway the bot/person has responded via the app, lets see what happens

 

[Austman]

Just make a new booking. The not completed one appearing in Your Bookings will disappear in a day or so.

Oh, I see it's an award! In that case you need them to release it if no more award seats are available. Or wait a day or so and try again.

 

[Craig O'Brien]

Well the person/bot (almost 100% sure it was a person) said I can re-book or they can do it, but pay the processing fee. I said since I can't re-book cause there is no business to book again, she said do I want to cancel, which I did. I booked again straight away and put in the credit card, I can see it is pending, so it is all back on track. Whilst the initial request via the app was slow (took almost 25 mins to respond) once I got somebody on it. It wasn't too painful. SO I can enjoy my beers on what is left of Saturday night, (well at least I missed seeing my football team lose)

 

[RichardMEL]

Good outcome.

Usually with these incomplete bookings QF will send an email saying it will be cancelled by XX time (whatever the expiry is on ticketing by for the fare usually - but usually within the 24 hour window) and you have a chance to complee the opened booking or just let it expire. Obviously in this case inventory was held up wit that open booking so it was good they were finally able to help you cancel it and rebook it, with the inventory being made available. lucky!

 

[cove]

My flights vanished overnight when the Qantas site went dodgy on me and crashed without a credit card payment being validated.
I had to start again.