Call centre search not showing up reward availability that shows up online

tharaka

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Oct 28, 2010
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I'm looking to book a oneway from CMB-MEL. As CMB is not a searchable origin location, I searched for a return MEL-CMB. I can see the return leg showing the availability of a Classic Reward. I checked on awardnexus OW(BA) search and confirmed this is available.

Called Qantas and they're unable to find this flight. I asked them to do a revenue search and still can't find this particular flight. My guess is that their search engine isn't showing up flights that are not liked with a QF flight. I've called and booked these tickets multiple times when your originating location isn't searchable.

Tried with 3 different agents. Definitely an issue with the system not with agents. However agents' knowledge was so poor for e.g. had no idea Classic reward vs OW classic reward, one agent suggested to book on UL, you have to call UL not Qantas :D

Anyway, my attempts to get this booked are at an impasse with no sight of a way to get them to look into this. Any idea/alternative way to book this with QF rather than having to call their CC number again?
 

defurax

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A probably even bigger risk is to consider how long can "bankrupt" UL continue to operate flights to MEL. Although, this might not be an issue if your flight is not in the too distant future.
 

tharaka

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A probably even bigger risk is to consider how long can "bankrupt" UL continue to operate flights to MEL. Although, this might not be an issue if your flight is not in the too distant future.
Hope this thread doesn’t turn into a discussion on how liquid UL is. Let’s leave it at that.

I’m just looking for some ideas on how to proceed. Thank you.
 

ChrisMars

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Thought of this. Very risky tho as it’ll be cancel and rebook costing fees right?
It shouldnt be a cancel and rebook. Adding and removing legs on an award is meant to be standard, but some agents will struggle a bit more than others. It is currently free to change or cancel award international flights (check the "fly flexible" award section to make sure it is free for your flight). It might be slightly complicated by the fact that the currency will change, which some agents struggle a bit with too.
To be honest , as a WP, I would do this strategy if needed (I have done something similar in the past). As a gold and below, I would be a bit nervous, I guess worth case scenario I would get a canceled flight, and wait 8 weeks for cash refund (and less for points refund). If you ok with the worst case scenario, go for it.
 

tharaka

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Called twice again today (total of 5 calls so far). First call, same response - no availability on their end.
On the second call, I said I'll book a return and then if they can remove the first segment. They agreed. So I booked it online. Taxes breakdown is $220 originating flight and then $216 return flight. However, their calculation on refund only shows $42! There's $178 of difference that's lost in translation. It can't be currency differences. I've left it unchanged and going to try again with a different agent. Or I'll just go ahead now and fight this later.
 

serfty

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However, their calculation on refund only shows $42! There's $178 of difference that's lost in translation. It can't be currency differences. I've left it unchanged and going to try again with a different agent. Or I'll just go ahead now and fight this later.
I came across something similar to this about 3 years ago.

Sri Lanka had a seriously significant tax component for bookings with routings starting in Sri Lanka but made outside of Sri Lanka.

@Mattg or @madrooster may have more definitive/contemporary information.
 

tharaka

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Oct 28, 2010
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I came across something similar to this about 3 years ago.

Sri Lanka had a significant +++ component for bookings starting in Sri Lanka but made outside of Sri Lanka.

@Mattg or @madrooster may have more definitive/contemporary information.
But the search shows tax breakdown for the two segments. They're $220 and $216. Pretty simply they're using a different method to calculate the refund when removing one segment.
 
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But the search shows tax breakdown for the two segments. They're $220 and $216. Pretty simply they're using a different method to calculate the refund when removing one segment.
Not necessarily. The pricing could be different depending on the route you're travelling. e.g. If you book a cash return fare, it may price at $500 per way in the breakdown, but if you book one way, you can't get that price.

Maybe it's discounted when travelling on a return flight, or the fees have changed since you booked?

1656426827518.png

I've checked BA where you can book one-way CMB to MEL flights, and it quotes me 221.10 GBP for a one-way flight. That's $390 AUD, which is very close to what you're being told. I think either the fees have changed since you booked, or there's different fees for a return booking.
 

tharaka

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Joined
Oct 28, 2010
Posts
127
Not necessarily. The pricing could be different depending on the route you're travelling. e.g. If you book a cash return fare, it may price at $500 per way in the breakdown, but if you book one way, you can't get that price.

Maybe it's discounted when travelling on a return flight, or the fees have changed since you booked?

View attachment 283320

I've checked BA where you can book one-way CMB to MEL flights, and it quotes me 221.10 GBP for a one-way flight. That's $390 AUD, which is very close to what you're being told. I think either the fees have changed since you booked, or there's different fees for a return booking.
Thank you for doing this. Something I forgot to check in the first place. I think you're right.
1. When you do a return ticket it shows the breakdown that matches the Qantas quote with AUD equivalent of $220 and $216.
2. But if you select return leg only (CMB-MEL) this is $392 something. Very close to what Qantas is quoting.

This makes it basically a very low points value redemption.

Anyway, I think we resolved the issue with help from @ChrisMars @encryptededdy and @serfty. Nice work AFFers!
 

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