Booking Disappered duing Upgrade Processing

[Davidjseidel]

Not sure if this the place but just wondering about the process of getting upgrade, I had upgrade request in some weeks ago for QF2 but on day of the flight today, my booking just disappeared totally gone from my bookings! Rang Qantas they said someone had cancelled my seat and in their words credited my booking! Gob smacked really. Lucky I checked online manage bookings. In the process of upgrade allocation surely my ticket being cancelled would mean I missed out on the upgrade process?

 

[Princess Fiona]

Re: QF Upgrade Success Rate

Not sure if this the place but just wondering about the process of getting upgrade, I had upgrade request in some weeks ago for QF2 but on day of the flight today, my booking just disappeared totally gone from my bookings! Rang Qantas they said someone had cancelled my seat and in their words credited my booking! Gob smacked really. Lucky I checked online manage bookings. In the process of upgrade allocation surely my ticket being cancelled would mean I missed out on the upgrade process?

This is very odd. If I understand you correctly your booking disappeared from your QFF account?
What happened when you rang QF? Could they fix the booking? How was your flight ticketed, via Qantas directly or a TA?
And yes you are correct that if your flight wasn't confirmed with a valid upgrade request when the upgrades were being processed then you wouldn't have been eligible.

All sounds a bit strange

 

[Davidjseidel]

Re: QF Upgrade Success Rate

Well, yes they eventually re instated my flight saying that the booking had been cancelled online.
It was booked online and QF2 was return leg of August flight PE
I had changed flight date on phone on October and paid the $180 and Qantas Customer care guy put in upgrade request.
I mentioned today about missing out on upgrade due to my flight booking being cancelled and she tried to assure me it would make no difference
Eventually agreed I may be disadvantaged but said all she could do is back date my upgrade request date...
Huh?
My flight is like 10 hours away and I only just have my booking re instated and I am told my upgrade process is not affected ?
I can't even get any explanation other than the implied suggestion that I must have accidentally cancelled my own booking online!
The only thing I did online yesterday or the day before when my booking was still there was to enter my passport no APIS or such as requested on the page.
Does this normally lead to a booking cancellation?
It's not only odd, but bizarre that they suggest I did this myself, no responsibility accepted at QF end

 

[ComeFlyWithMe]

Re: QF Upgrade Success Rate

Well, yes they eventually re instated my flight saying that the booking had been cancelled online.
It was booked online and QF2 was return leg of August flight PE
I had changed flight date on phone on October and paid the $180 and Qantas Customer care guy put in upgrade request.
I mentioned today about missing out on upgrade due to my flight booking being cancelled and she tried to assure me it would make no difference
Eventually agreed I may be disadvantaged but said all she could do is back date my upgrade request date...
Huh?
My flight is like 10 hours away and I only just have my booking re instated and I am told my upgrade process is not affected ?
I can't even get any explanation other than the implied suggestion that I must have accidentally cancelled my own booking online!
The only thing I did online yesterday or the day before when my booking was still there was to enter my passport no APIS or such as requested on the page.
Does this normally lead to a booking cancellation?
It's not only odd, but bizarre that they suggest I did this myself, no responsibility accepted at QF end

Does anyone else have your booking reference or e-ticket? That's all one needs to create such a nightmare for you.

At T-10 I'd suggest the upgrades would have already been processed in the main.

Do you have status? If not Gold or above you probably would have been rather low in the pecking order and unlikely to be upgraded IME.

 

[Davidjseidel]

Re: QF Upgrade Success Rate

No one has my booking ref. I didn't even know it!
That's why I am raising this now
How can it happen?
And whether I am higher or lower in pecking order, the fact remains they compromised the process putting me even lower
This is bizarre!

 

[ComeFlyWithMe]

Re: QF Upgrade Success Rate

No one has my booking ref. I didn't even know it!
That's why I am raising this now
How can it happen?
And whether I am higher or lower in pecking order, the fact remains they compromised the process putting me even lower
This is bizarre!

What about your email account? Could it have been hacked? I'd be changing passwords just in case. Also your frequent flyer pin could also be used.

How do you not know your booking reference? It is on the email confirmation and e-ticket you would have been emailed.

Upgrades, from my experience, are not offered in order of request, so I'm not sure you were really disadvantaged, and a bronze would have a snowball's chance in hell typically.

Still it is weird, but it's possible someone had access to your booking through the reference number, as that's all they would need to cancel.

QF systems do tell them whether it was done on the web or by an agent, so if they say on the web somebody probably cancelled it online.

 

[ozbeachbabe]

Re: QF Upgrade Success Rate

Well, yes they eventually re instated my flight saying that the booking had been cancelled online. It was booked online and QF2 was return leg of August flight PE I had changed flight date on phone on October and paid the $180 and Qantas Customer care guy put in upgrade request.

I mentioned today about missing out on upgrade due to my flight booking being cancelled and she tried to assure me it would make no difference. Eventually agreed I may be disadvantaged but said all she could do is back date my upgrade request date...Huh? My flight is like 10 hours away and I only just have my booking re instated and I am told my upgrade process is not affected?

I can't even get any explanation other than the implied suggestion that I must have accidentally cancelled my own booking online!

The only thing I did online yesterday or the day before when my booking was still there was to enter my passport no APIS or such as requested on the page. Does this normally lead to a booking cancellation? It's not only odd, but bizarre that they suggest I did this myself, no responsibility accepted at QF end

Reservations can tell from the history at what time any modification was done eg every time something is added to your pnr it is timestamped in GMT when it was added such as adding, changing or cancelling elements such as flights, seat requests, special meals etc basically anything at all done to your booking.

Not sure whether also logs the IP address of the computer that the changes were done from. Either way reservations would know whether the changes were done by the website, via a GDS (eg Galileo user) or via a reservations contact centre. If something was done via a QF contact centre it would be flagged by which contact centre & the CSR's signon so it would be very clear to reservations what was done through them & what was done via the website.

I'd be asking reservations at what time you added the APIS data into your pnr because if the flight was cancelled at a similar time then it's quite possible that you accidentally cancelled it thinking you were cancelling some other activity you were doing to your booking at the time.

No one has my booking ref. I didn't even know it! That's why I am raising this now How can it happen? And whether I am higher or lower in pecking order, the fact remains they compromised the process putting me even lower This is bizarre!

As already mentioned by CFWM above you don't need to access your booking via the pnr as you can just logon to your frequent flyer account then go the MMB like you would have done when you did the APIS info. Is there a vindictive ex partner or employee who knows you pin or has access to the computer you use (if you've ticked 'remember me') that would have any reason to sabatage your trip?

Did you get a text saying that your upgrade had come through? QF could always tell from history if your upgrade request had come through. If it hadn't, I don't think your issue has anything do do with the upgrade process.