Award booking cancelled without notice

[BAM1748]

Easy to say, but that's not how it works. Each airline has a oneworld helpdesk for contact from other oneworld carriers and these requests have to go through QR's oneworld helpdesk. They are based in Doha so the time difference can be a problem.

To me that's a cop out excuse. Oneworld helpdesk manager to another, stay back and make the call or make it from home; I do it all the time as I work for an o/s company here in Oz.

A phone call decision maker to decision maker should be the most straight forward thing to sort a customer issue like this as it's peoples travel it needs some urgency.

 

[Red Roo]

Hi,

We're keen to get this one sorted for you and sincerely apologise!
Are you able to PM us your booking reference and FF number?

Red Roo

 

[ComeFlyWithMe]

Hi,

We're keen to get this one sorted for you and sincerely apologise!
Are you able to PM us your booking reference and FF number?

Red Roo

Hi Red Roo,

Thanks for chiming in, but this is a systemic issue affecting a number of your frequent flyers. Some get this resolved, others are left to deal with the aftermath.

Rather than hearing how you will assist an individual member (as great as that is), I'd be interested in how you address the systemic issue with QR awards on QFF award tickets.

Cheers,
CFWM

 

[Inuniform]

Thanks for offering to assist Red Roo, I too am hoping to get this one sorted. After contacting you by PM last week, I provided my Booking Number as requested but have not heard back. My booking has not changed in 'Manage My Booking' which I was told to check for changes. I will ring QF tomorrow during my day off as I have not had the time to ring otherwise. As anyone in this situation can imagine, this has been extremely stressful and I am hoping for a resolution as soon as possible so I can continue booking the rest of my trip.

Thanks again.

Hi,

We're keen to get this one sorted for you and sincerely apologise!
Are you able to PM us your booking reference and FF number?

Red Roo

 

[medhead]

They are based in Doha so the time difference can be a problem.

Probably why waiting until after 5 was suggested - thereby eliminating the time difference problem. It shouldn't be that hard. But unwillingness to do the extras is probably a reflection of staff moral and goodwill with management.

 

[Matt_01]

Well there's nothing stopping you calling as much as you like.. I just think they should own this and it's slack to just say to you that you call back. In a good customer service culture(and I realise QF has millions of passengers and bookings a year to handle, but someone should take ownership of this and follow it through IMHO).

You don't give an indication of any FF status (not that this should matter to the general thought I have) but I wonder if this would have any bearing as to how much they chase this with QR.

For instance, I'd hope as a Plat or P1(in my case) in a similar situation that QF should own *their* issue and follow it through proactively. Not wait for me to call to ask "so has there been any movement at the station"

just my 2 cents(again )

I had a similar experience with QR cancelations however the way in which it was handled was a very different to your unfortunate experience.

It was a reward booking for my Partner and child ADL-DOH-BOS all in J. QR cancelled ADL-DOH with their recent schedule cut backs in SA. When I called QF, they booked them on J domestic to connect with the QR A380 service out of SYD in J which was the preferred option. On the same day I called QF and asked about upgrading the SYD-DOH leg to F, this was not available from ADL. The CSM informed me how many points were required, what needed to happen and QF would put in the request to QR to upgrade 1 leg to F.

The following morning the request came back as confirmed, however the there was a problem in ticketing, the CSM had made an error in the points calculation and to put it simply I was only willing to pay what was quoted. QF looked in to the matter and confirmed that it was their error and stated it may take a few of days to resolve.

During this period QF called me to provide updates, acknowledged their mistake and honored the upgrade for the points quoted.

I suspect that my “P1 Status” and my Partners “P Status” may have been the reason our experience was different.

 

[Cardinal]

Just noticed my revised booking is now missing a couple of QR flights for which I even selected my seats a couple of days ago. I dread these phone calls to Qantas and feel your pain.

 

[BAM1748]

Thanks for offering to assist Red Roo, I too am hoping to get this one sorted. After contacting you by PM last week, I provided my Booking Number as requested but have not heard back. My booking has not changed in 'Manage My Booking' which I was told to check for changes. I will ring QF tomorrow during my day off as I have not had the time to ring otherwise. As anyone in this situation can imagine, this has been extremely stressful and I am hoping for a resolution as soon as possible so I can continue booking the rest of my trip.

Thanks again.

What did I say about mediocre, it's everywhere including QF public relations !

 

[Scash]

Hi all, wanting to know if this is just a QF/QR issue. I have a QF reward booking in J on an EK flight and am thinking of changing it to F. The original booking was done on line (and is ticketed), however I am unable to do the change online through MMB, with the system telling me I have to call Qantas. After reading these posts I was wondering if I could possibly have the same issues or do Qantas ticket EK straight away. Thanks.

 

[madrooster]

EK isn't a problem. It's only QR being stupid and cancelling in very short timeframes and with virtually no prior notice.

 

[Pushka]

Have used EK flights for classic awards numerous times without issue.

 

[ComeFlyWithMe]

EK isn't a problem. It's only QR being stupid and cancelling in very short timeframes and with virtually no prior notice.

I'd say it's an automated system. I can't imagine they'd intentionally do it manually. Probably short ticketing time limits or some other odd config.

 

[madrooster]

I'd say it's an automated system. I can't imagine they'd intentionally do it manually. Probably short ticketing time limits or some other odd config.

Standard procedure from QR is to leave a remark saying you must ticket by x date and time or it will auto cancel (they usually allow 3-4 days, if not a week). In these instances it's simply just cancelling them, with no remark left.

 

[Scash]

Thanks madrooster and Pushka.

 

[Inuniform]

You can also use the "Classic check my trip" service operated by Amadeus to see the status of the tickets.

I have just got off the phone to QF. After the CSR checked the notes attached to my booking number, they confirmed that my seats had not yet been reinstated by QR and that they were still awaiting an email response. I expressed my concern at the amount of time that has elapsed since I first called and was told it could take up to two weeks and to call back next week. I asked whether QF could contact me following any changes to my booking and was told they can't just watch my booking for changes that I have to ring up to enquire.

While waiting to speak to QF I checked my booking online and saw that my QR flights now say confirmed. I also checked via the link provided by user 'OATEK' (checkmytrip.com) and this is also showing a confirmed booking with QR in J. I explained the change in status to QF but the CSR was adamant that there had been no changes. I hope the CSR is wrong.

I have no other choice but to call back next week and hope for an official confirmation.

 

[travelislife]

I have just got off the phone to QF. After the CSR checked the notes attached to my booking number, they confirmed that my seats had not yet been reinstated by QR and that they were still awaiting an email response. I expressed my concern at the amount of time that has elapsed since I first called and was told it could take up to two weeks and to call back next week. I asked whether QF could contact me following any changes to my booking and was told they can't just watch my booking for changes that I have to ring up to enquire.

While waiting to speak to QF I checked my booking online and saw that my QR flights now say confirmed. I also checked via the link provided by user 'OATEK' (checkmytrip.com) and this is also showing a confirmed booking with QR in J. I explained the change in status to QF but the CSR was adamant that there had been no changes. I hope the CSR is wrong.

I have no other choice but to call back next week and hope for an official confirmation.

I would call back now and speak with another agent. If you can see the sectors there then the agent should too. HUACA.

 

[madrooster]

QF often will put in commercial class seats (in J, C, D, R, I classes) into the PNR so that QR knows exactly which flights to convert to U class so it's quite normal. However, it's not exactly the correct procedure. The correct procedure is to waitlist in U class... and with QF doing that, QR replies and says you need to waitlist in U class for the seats to be reinstated.

pweekes: PM me your record locator, I might be able to see what's going on in your PNR.

 

[MEL_Traveller]

I have just got off the phone to QF. After the CSR checked the notes attached to my booking number, they confirmed that my seats had not yet been reinstated by QR and that they were still awaiting an email response. I expressed my concern at the amount of time that has elapsed since I first called and was told it could take up to two weeks and to call back next week. I asked whether QF could contact me following any changes to my booking and was told they can't just watch my booking for changes that I have to ring up to enquire.

While waiting to speak to QF I checked my booking online and saw that my QR flights now say confirmed. I also checked via the link provided by user 'OATEK' (checkmytrip.com) and this is also showing a confirmed booking with QR in J. I explained the change in status to QF but the CSR was adamant that there had been no changes. I hope the CSR is wrong.

I have no other choice but to call back next week and hope for an official confirmation.

It might be time to also have a look at other options that QF can implement immediately, for example confirming you seats on their own service to JNB, or to DXB with a connection on from there.

 

[Inuniform]

Latest update. I called QF this morning as instructed last week. I thought the flights were confirmed online last week (it says confirmed on 'manage my booking') but looking again on checkmytrip.com it stated 'ghost segment confirmed'. I had a very friendly CSR who, although unable to deliver good news, was very helpful and put my mind at ease to some extent. The seats have not yet been reinstated but a member of staff has been tasked with finding a solution and is in contact with QR. They will also call me back once they have a result which is a big plus. We may not know the outcome for up to two more weeks but they are confident that seats will be found at or close to the dates I requested. The CSR also took down the remaining legs to be added to my itinerary so that this can be considered by QF when working on a solution.

Not the final resolution I was after but it seems that QF are being a lot more proactive than the last time I spoke to them.

 

[Ultan Lankford]

Nice to know that they will at least action something to create a solution. How long were you waiting on the line?