Reward flights missing from my bookings

[jrbridge]

I booked reward flights in August last year for mid August this year. ADL-MEL-HKG-LHR.
Domestic leg Qantas and International Cathay in Business. A few days ago when flying to Brisbane I noticed that the MEL-HKG-LHR flights are gone. No mention of any cancellation or points refund. No email. The flights are still scheduled on Cathay website.
I've tried callbacks for the last 2 days with no luck. This afternoon I rang and the hold time said 1-2 hours. I waited 2.5 hours with no luck.
I've Facebook messaged and Twitter messaged yesterday with no reply. This afternoon I've even messaged through the website.
I'm not sure what I can do next. Any advice?

 

[encryptededdy]

What happens if you put the PNR into https://www.qantas.com/au/en/manage-booking.html ?

If it shows up there, then maybe your QFF number was removed from the booking for some reason. Once you add it back your booking should show up in your account again.

 

[MEL_Traveller]

I booked reward flights in August last year for mid August this year. ADL-MEL-HKG-LHR.
Domestic leg Qantas and International Cathay in Business. A few days ago when flying to Brisbane I noticed that the MEL-HKG-LHR flights are gone. No mention of any cancellation or points refund. No email. The flights are still scheduled on Cathay website.
I've tried callbacks for the last 2 days with no luck. This afternoon I rang and the hold time said 1-2 hours. I waited 2.5 hours with no luck.
I've Facebook messaged and Twitter messaged yesterday with no reply. This afternoon I've even messaged through the website.
I'm not sure what I can do next. Any advice?

Are the flights still for sale (revenue tickets) on the Cathay website? It could be that CX has cancelled the flights.

 

[DC3]

So, your booking for your QF award isn’t showing on the CX website either?

 

[jrbridge]

PNR search comes up with nothing. Flights are still available on Cathay website. can’t find booking on Cathay Website either. I could a month ago though.
This isn’t good.

 

[encryptededdy]

Ooh yeah that's bad. To confirm you got an e-ticket email thus confirming it was ticketed? Do you get anything if you look up the PNR in Amadeus CheckMyTrip?

 

[There'sOnlyOneJimmy]

If you look at the documentation you got when you made the booking, did you get an e-ticket and a ticket number 081-xx_xx_xx_x?
Were the expected number of points taken from your account, and was your credit card charged the expected amount?

 

[jrbridge]

It was ticketed with the 081-<redacted number> as one of the tickets. The correct points were deducted, I even have printouts of the confirmation. Nothing comes up when I search for the PNR.
I got an email a couple of weeks ago saying our ADL - MEL flight had been moved back by an hour and that they were aware of the 30 min transfer. I called to change the first flight to the one before. i checked after that it was done. We had just over 2 hours to transit. Now they are gone.

 

[jrbridge]

This is from my TripIt.

 

[RichardMEL]

I think (ugh) you need to call and quote the PNR. They need to check the history in Amadeus (have you tried via Finnair or RJ site out of interest?) even if the PNR has somehow disappeared it should be archived in their system for them to get to the bottom of what is going on. Hopefully it's still there and just a problem with the QF site or something.

 

[renatts]

Cathay Pacific are similar to Qatar in that they will auto-cancel flights if they're not re-ticketed quickly enough after a change.
When the first flight was changed by you did you get a new e-ticket? If not, that could have possible triggered an auto-cancel.

This has happened to me many times on Qatar and once on Cathay. Cathay was late 2020 so it didn't really matter as I was going to change it anyway.

You'll need to call relentlessly and hope for an operator who is experienced. Go to the call centre thread for the priority numbers listed at the top, they'll be far quicker than the regular number.

 

[Mwenenzi]

Could try email qantas Frequent Flyer <[email protected]>
But do not be that hopeful
Just hope the ADL - MEL flight change has not cancelled the ticket

 

[jrbridge]

I can only find on the RJ and Finnair where I can check the 6 figure reservation, not the PNR.

I've just emailed QFF with all of the details. I'll see how I go. I really don't want to see a Y seat in my future.

Thanks everyone for your advice. Would I get anywhere asking at the Qantas Club? I work at the airport.

 

[RichardMEL]

I can only find on the RJ and Finnair where I can check the 6 figure reservation, not the PNR.

I've just emailed QFF with all of the details. I'll see how I go. I really don't want to see a Y seat in my future.

Thanks everyone for your advice. Would I get anywhere asking at the Qantas Club? I work at the airport.

well the 6 figures is the PNR reference. So did AY or RJ actually give you anything or not? I am guessing not.

Staff at QC probably unable to help. Those service desks are gone with staff who could potentially look into reservations, but with something like this they'd probably have referred you to call res or QFF in any case.

 

[Mwenenzi]

Would I get anywhere asking at the Qantas Club? I work at the airport.

Nothing to lose. If you get some one on the desk who is helpful/knowledgeable they may be able to integrate the reservation more.

 

[jrbridge]

The PNR on AY and RJ only show the Qantas ADL-MEL flight.

 

[RichardMEL]

The PNR on AY and RJ only show the Qantas ADL-MEL flight.

oh dear.

this does seem like CX have cancelled those sectors then.

will definitely need someone to get in and see the history in the actual PNR though.

 

[jrbridge]

Well I finally got hold of Qantas. They claim that Cathay have cancelled our seats on the HKG-LHR leg because they've sold the seats to full fare customers. Whilst I tried to explain that this doesn't seem correct, there was no changing things. I asked why I wasn't informed. No response. I'm glad I checked and didn't just turn up at the airport in August.
Now I just need to find a way to Europe mid August.
Thanks everyone for your help.

 

[NM]

Well I finally got hold of Qantas. They claim that Cathay have cancelled our seats on the HKG-LHR leg because they've sold the seats to full fare customers. Whilst I tried to explain that this doesn't seem correct, there was no changing things. I asked why I wasn't informed. No response. I'm glad I checked and didn't just turn up at the airport in August.
Now I just need to find a way to Europe mid August.
Thanks everyone for your help.

I think the real story will be that the ticket required to be re-issued after making the QF domestic flight change, and because Qantas dragged their feet and did not re-issue the ticket in a reasonable time, Cathay auto-cancelled the reservations as they were not ticketed. I believe this is 100% Qantas' fault and not Cathay's fault. If Qantas had in fact re-issued the ticket when then made the domestic reservation change, Cathay would not have cancelled the reservation.

No airline cancels an issued ticket for an FF redemption "because they've sold the seats to full fare customers", except in very exceptional circumstances such as were experienced when Australia imposed arrivals caps so the airline could no longer carry as many passengers as they had sold tickets.

 

[DC3]

Well I finally got hold of Qantas. They claim that Cathay have cancelled our seats on the HKG-LHR leg because they've sold the seats to full fare customers …

Please tell me that this wasn’t Cape Town.

Edit: In any case, I smell a rat behind the scenes