Classic reward booking transaction error

[Michaell2]

Hi guys - this evening I found a classic rewards business ticket from Syd to Paris on Emirates next year. I entered my credit card and confirmed booking. After a minute or so I received an error message that something went wrong.
The trip appears in my bookings with a ref number. However my credit card has been charged, i have receieved no confirmation email and no Qantas points have been deducted .

I spent an hour on hold to the call centre and managed to get through and was told by a rude operator that Qantas have no record of the transaction and will not be able to provide a ticket unless I can provide them with a receipt number (which will involve calling again and they will need to pass onto accounts to investigate etc).
My options are:
1. Contact bank and get them to cancel transaction and cancel booking
2. Let the transaction process and go through a challenging time getting Qantas to align payment to the booking.
Has anyone experienced this before and if so what do you recommend?
Sorry for the long post it has been a frustrating evening!

 

[dylarr]

Wow that's crazy.

You only get a receipt number from the Qantas website when you are purchasing ancillaries like extra baggage or seats. For bookings, you only get a PNR/booking reference (which you would be able to see in My Bookings) so not sure how this operator expected you to be able to present one when they don't provide it to you in the first place. Sounds like you got a dud — perhaps this is an instance of needing to HUACA to try get someone more helpful.

 

[Doctore1003]

This happened to me a few days ago. The credit card transaction was visible as ‘pending‘ for a few days but then disappeared, so you may not have to do anything.
I tried rebooking the same seats online and it worked properly the second time.

 

[Michaell2]

Thank you to both of you, very helpful!

It seems like there was a glitch in the system. I ended up calling Qantas first thing this morning and talked to a much friendlier operator who helped resolve the issue (he cancelled the booking and I rebooked it online straight away) the transaction processed and I received the tickets!

I also called my bank and they said the pending transaction should cancel within a few days otherwise I can dispute the transaction.

 

[Matt_01]

Welcome to AFF if every thing has gone well you should also receive a booking confirmation from EK normally within 24 hours as it will be a different booking reference to the QF booking reference number. FWIW I always go to the EK site to check the booking is there, the EK PNR will be provided in the seat selection on the QF page. 99% of the time everything works out as expected however EK is a bit like QR and will cancel bookings if not ticketed within a certain timeframe. In the past I have lost EK bookings as QF did not ticket within timeframe however QF were able to get these back and more recently after changing some flight dates and checking on the EK site I noticed that the QF agent had accidently changed one of the EK sectors from F to J.

 

[bullerdude]

Also had this happen for rewards seats... the call centre was unable to get the booking to ticket so they had to cancel and they redo the booking manually for me over the phone. A little frustrating given you want to get reward seats locked in but at least it got sorted.