Classic reward - only half the points refunded

[aaa99]

Hello

I made a classic rewards booking for 2 people using QF points on Qatar.
Unfortunately I had to cancel it as I could no longer go on the day and there was no availability for other days.

When I cancelled, the booking disappeared from my account, but no points were refunded. I called up Qantas and they refunded points, but only for 1 passenger.
They said that they couldn't find the booking for the 2nd passenger even though it was showing in my activity statement that I did book for 2 people. And there was an eTicket to confirm this as well.

Anyway, after supplying the Eticket numbers, they were able to locate both the booking. But they still couldnt credited me for the 2nd passenger. They said they need to rebook it again and then cancel to provide me the refund. At this point, it was 4 hours into the call and I had to say, so they said they will call me back in an hour (which didnt happen).

Has anyone had this issue before and how did you manage to resolve it?

Thanks

 

[MEL_Traveller]

Cape Town? rebooking will simply deduct the same number of points again from your account I suspect. In this case i would contact qantas frequent flyer customer service by email, give them the ticket number. Say one ticket was credited and ask them to manually credit the points for the second flight.

 

[Matt_01]

HUACA this has happened to me before and there are other threads on the same subject. If you get an agent that knows what to look for the second set of points will normally come back within the day.

 

[aaa99]

So, it turns out that calling the frequent flyer number is the right solution as it was sorted out in 15mins. Earlier, I waited 3 hours in reservations line to get no solution.

But it is too late as the other redemption I saw availability (2xEK F) got taken already . Oh well, something to know for next time.

 

[Notyourbag]

Hello

I made a classic rewards booking for 2 people using QF points on Qatar.
Unfortunately I had to cancel it as I could no longer go on the day and there was no availability for other days.

When I cancelled, the booking disappeared from my account, but no points were refunded. I called up Qantas and they refunded points, but only for 1 passenger.
They said that they couldn't find the booking for the 2nd passenger even though it was showing in my activity statement that I did book for 2 people. And there was an eTicket to confirm this as well.

Anyway, after supplying the Eticket numbers, they were able to locate both the booking. But they still couldnt credited me for the 2nd passenger. They said they need to rebook it again and then cancel to provide me the refund. At this point, it was 4 hours into the call and I had to say, so they said they will call me back in an hour (which didnt happen).

Has anyone had this issue before and how did you manage to resolve it?

Thanks

I'm shocked you could find 2 Qatar seats on QF. They are rare as hens teeth! (assuming you booked J and not Y)

 

[aaa99]

I'm shocked you could find 2 Qatar seats on QF. They are rare as hens teeth! (assuming you booked J and not Y)

Not to/from Australia
It was from Manila

 

[aaa99]

Hello, there is some more extra drama on this one. As mentioned before, half my points got refunded first and the rest I had to call the contact center for. Turns out somehow my booking got split.

When I called up (after 8 weeks ) regarding the refund of my taxes, they could only see 1 person in the booking. I asked them to check the original ticket properly as it should be two. They asked me to give them some more time to sort it out. So, i left it for then. When I checked my Qantas app now, I am seeing a phantom booking for next year on QR (with no points deducted since the original cancellation). The odd thing is when I check on the QR and RJ websites, it sticks and I am able to select seats, etc.

Was tempted to leave it as is, but it is not really usable as I cant make both those flights on the same day
Anyway, calling up Qantas to see if they can sort this mess out and just refund me the taxes. But this surely is some booking glitch.

 

[Quickstatus]

Dummy bookings like this will remain - its important for reference purposes
Not an issue

 

[jaseb]

Dummy bookings like this will remain - its important for reference purposes
Not an issue

Can you elaborate on that? I have been having issues with a Rewards booking over the past ~6 months, I've added flights, had them removed, Qantas accidentally removed them once - they now tell me that the whole PNR (as I now have the flights I need on 2 separate PNRs) has been canceled and I can expect a refund of *all* points and taxes (something like 800k QFF points and $3k in taxes) in a few weeks.

Oddly though, MMB still shows the PNR as active and shows only 2 flights - 1 flight dated 10th May 2022 - the day the PNR was apparently canceled (also a day I never intended to fly on nor had flights on this date added as part of the PNR) and another flight later in the year in September.
The flights show confirmed in QF MMB, but aren't ticketed if I look the PNR up on Finnair MMB.

I have thought about phoning up to 1) ensure they are aware I never took a flight on 10th May and 2) can see the whole PNR was cancelled and ensure the points and dollars are on their way back to me

I'm hesitant to even phone up in case they manage to clobber one of the totally separate PNRs, given they contain flights on similar routes and dates of the canceled PNR, I wouldn't put it past them.

 

[Quickstatus]

Can you elaborate on that

Basically a PNR remains for a while even after a booking is cancelled - this is for any booking. The transactional history relating to that booking is visible to the airline. Its just a record.

 

[aaa99]

Ok, but I got a different PNR to what I originally booked. The only link is that it is both QR. The agent actually asked if i wanted to cancel "this flight"

 

[Quickstatus]

but I got a different PNR

Yes that is often the case. Why I dont know. Not only that different airlines may have different PNR for the same booking

 

[jpp42]

Not only that different airlines may have different PNR for the same booking

The details are complex, but broadly speaking this occurs when the concerned airlines have different global distribution systems (GDS), the core database behind the airline's booking systems. The GDS's are all interlinked to sell each others' inventory, but if you have a ticket that has segments on multiple airlines with different "home" GDS, they will each need to create a PNR. This is not necessarily connected to alliances, for example Qantas uses Amadeus and American Airlines uses Sabre, despite both being OneWorld. If you have an itinerary involving QF and AA you have one booking reference on each airline. The same even occurs between Qantas and subsidiary Jetstar which uses Navitaire, a totally separate system to Qantas' Amadeus.

For comparison, British Airways also uses Amadeus, so if you have BA and QF flights on the same ticket, they will use the same PNR and you'll see them both in your itinerary view on both BA and Qantas web sites.