Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[I love to travel]

Why does Qantas make things so hard? 2 months since booking 2 classic rewards on Finnair and still no etickets. In this time, I've emailed escalation team twice and haven't even received automatic reply. Flights are some way off, but I'll be royally screwed if these flights fail.

Please ring asap - Finnair usually have a ticketing deadline of 7 days

 

[dylarr]

There’s a post on Reddit stating that the reward ticketing escalations inbox has been decommissioned with people contacting it getting the following auto reply:

This inbox has been decommissioned and is no longer monitored.

If you require assistance from a Customer Care representative, please contact 13 13 13 within Australia. Our Customer Care team is available 24 hours a day, 7 days a week.

For Frequent Flyer enquiries, please contact the Frequent Flyer Service Centre on 13 11 31. Operating hours are 7:00am to 7:00pm (AEST), Monday to Saturday.

Thanks for your for understanding

Very frustrating and shortsighted if true since it has been a lifeline for many - anyone tried using it over the last day or so?

https://www.reddit.com/r/QantasFrequentFlyer/comments/1wvjbt9/qantas_reward_ticket_escalation_email

 

[elanshin]

There’s a post on Reddit stating that the reward ticketing escalations inbox has been decommissioned with people contacting it getting the following auto reply:



Very frustrating and shortsighted if true since it has been a lifeline for many - anyone tried using it over the last day or so?

https://www.reddit.com/r/QantasFrequentFlyer/comments/1wvjbt9/qantas_reward_ticket_escalation_email

Its in the OWA thread but yes something we should ask questions about.

As i mentioned there, I would hazard a guess that it became internalised and privated rather than being public facing.

 

[KjKylie]

I have just had an auto cancel happen to me that I had no idea about. I just happened to think I might check our seats on a flight that had been changed from Finnair to Qatar and nothing would come up under the Booking Reference.
I called and spoke to somebody for an hour who told me she would e mail Qatar and I should hear back in 3-5 days. Day 5 I have called back and they still have no answer for me. I need these flights reinstated. I am so angry and there seems no one who cares or can help !!!!

 

[elanshin]

I have just had an auto cancel happen to me that I had no idea about. I just happened to think I might check our seats on a flight that had been changed from Finnair to Qatar and nothing would come up under the Booking Reference.
I called and spoke to somebody for an hour who told me she would e mail Qatar and I should hear back in 3-5 days. Day 5 I have called back and they still have no answer for me. I need these flights reinstated. I am so angry and there seems no one who cares or can help !!!!

It's not that simple once it reaches this stage. Basically a lot of the time is waiting for the partner airline to respond. Some are good and fast about it, others are very very slow.

As for it reaching this point, yes that is indeed a problem.

As for your exact problem, what route was the ones dropped?

 

[MEL_Traveller]

I have just had an auto cancel happen to me that I had no idea about. I just happened to think I might check our seats on a flight that had been changed from Finnair to Qatar and nothing would come up under the Booking Reference.
I called and spoke to somebody for an hour who told me she would e mail Qatar and I should hear back in 3-5 days. Day 5 I have called back and they still have no answer for me. I need these flights reinstated. I am so angry and there seems no one who cares or can help !!!!

yeah, sorry about that and welcome to AFF.

As elanshin asked, what flights/routes are involved. If you are flying to anywhere qantas flies… UK, Paris, etc, you can ask for an award seat to be opened up on a Qantas plane. That might at least get you part way to where you need to go.

 

[KjKylie]

It's not that simple once it reaches this stage. Basically a lot of the time is waiting for the partner airline to respond. Some are good and fast about it, others are very very slow.

As for it reaching this point, yes that is indeed a problem.

As for your exact problem, what route was the ones dropped?

We were booked on Finnair Dubai to Helsinki and when Finnair cancelled that route for December they offered us Qatar from Dubai via Doha to Helsinki which they confirmed and sent email.

 

[MrJetset]

We were booked on Finnair Dubai to Helsinki and when Finnair cancelled that route for December they offered us Qatar from Dubai via Doha to Helsinki which they confirmed and sent email.

So AY postponed restarting this route given what's happening in the ME.

QR put on their own flight on their own metal and booked on Avios via QR was reacommodated. The flight times are within an hour, from memory.

 

[MEL_Traveller]

So AY postponed restarting this route given what's happening in the ME.

QR put on their own flight on their own metal and booked on Avios via QR was reacommodated. The flight times are within an hour, from memory.

I think this might be a QFFF booking? And while the flight was changed to QR, it wasn’t ticketed in time, hence it dropped off.

 

[MrJetset]

I think this might be a QFFF booking? And while the flight was changed to QR, it wasn’t ticketed in time, hence it dropped off.

Yes. My point was QR immediately replaced the AY flight and was re accommodating pax. QFF definitely dropped the ball here.

 

[flyerzz]

There’s a post on Reddit stating that the reward ticketing escalations inbox has been decommissioned with people contacting it getting the following auto reply:



Very frustrating and shortsighted if true since it has been a lifeline for many - anyone tried using it over the last day or so?

https://www.reddit.com/r/QantasFrequentFlyer/comments/1wvjbt9/qantas_reward_ticket_escalation_email

Yes i got that auto email reply saying the email has been decommissioned and not monitored and asked to call 13 13 13.

My booking for MU flight, domestic flight within China was cancelled within 24 hours after I made the booking.
I could complete the booking via Qantas website and I could see the payment transaction in my credit card but was told in an email the next morning that there was an issue with payment.
I was waiting for the itinerary and eticket which never came..

Anyone has any experience booking reward seats for MU flights, esp domestic within China with Qantas points?

 

[MEL_Traveller]

Yes i got that auto email reply saying the email has been decommissioned and not monitored and asked to call 13 13 13.

My booking for MU flight, domestic flight within China was cancelled within 24 hours after I made the booking.
I could complete the booking via Qantas website and I could see the payment transaction in my credit card but was told in an email the next morning that there was an issue with payment.
I was waiting for the itinerary and eticket which never came..

Anyone has any experience booking reward seats for MU flights, esp domestic within China with Qantas points?

I booked a HKG-PVG, night before departure, ticketed instantly and flew next day without issue.

 

[Mattg]

I booked a HKG-PVG, night before departure, ticketed instantly and flew next day without issue.

I wonder if there is a ticketing issue specific to domestic flights?

I have found this in the past with domestic reward flights in other countries, where the Qantas website was miscalculating the taxes, causing ticketing to fail (e.g. within Finland).

 

[flyerzz]

I wonder if there is a ticketing issue specific to domestic flights?

I have found this in the past with domestic reward flights in other countries, where the Qantas website was miscalculating the taxes, causing ticketing to fail (e.g. within Finland).

the weird thing is that last night when I was on the phone with support, and told me that the flight had been cancelled (even though I called within 24hr from receiving the email about issue with payment and to call them within 24 hour else it would get cancelled), I checked at that time that I could see it was cancelled in my Qantas app.

However, now I can see the booking in my Qantas app as Confirmed again, yet I have not received any email confirmation/itinerary/eticket.
If I go to Manage Booking from the app, and tried to send itinerary from there, it gave me error.

Trying to contact via fb, and got a generic response which I have responded to, and no further reply after several hours now..
Not sure where to go from here, other than waiting for their reply in fb msger, if they will reply at all..

Poor customer service