Classic rewards booking error 4620 - (c/card details are right!!) and 2+ hours wait for help.

[JennyMG]

I'm so triggered. Anyone have experience with error 4620 on pay page of booking? (c/card)
Booking my long awaited classic rewards business ticket today, as it appeared.
Get all the way to the Pay page, and get Error 4620 every time, "We're having trouble with the credit card details you provided, please check and try again".
Problem is, they're right. Tried husbands card. Same error. Tried completely different card (visa not master) and still get error.$0 owing on either of these cards, no problems with them. Obviously a problem with website.

Ringing Qantas help. OVER 2 HOurs WAIT! What if I miss my seats? I really want these flights, SO ANNOYED the first time I'm ever booking a rewards flight that I have so much trouble. Anyone would think that the error is put there on purpose so that paying passengers can book up first....

 

[RooFlyer]

Yes, very frustrating.

Can you try a different browser? And/or the old favorite of 'clearing the cache' (I use CCCleaner to do this, and other tasks regularly, so can't help in doing it specifically, sorry).

 

[JennyMG]

Yes, very frustrating.

Can you try a different browser? And/or the old favorite of 'clearing the cache' (I use CCCleaner to do this, and other tasks regularly, so can't help in doing it specifically, sorry).

I haven't tried a different browser, I'll do that. I have tried the old clear the cache, delete cookies, turn off, start again garbage. Will try mozilla. Thanks...

 

[JennyMG]

shame....that didn't work either, now I have about 16 bookings showing up in my QFF page. None of them paid, and none of them editable, or payable.
Only another 1hr 50+ minutes before I get some help via phone and only 19 in the chat queue.
Detect some irritation?

 

[Franky]

I feel your pain. Really, with about 10m odd QFF members, and this issue of IT errors requiring excessive wait times for problems to be resolved(hopefully), it is long past the time that QF realised they have a bad image amongst their FF members, and to take the appropriate action. This means a lot of work in their IT area, as well as their call centres.

 

[JennyMG]

It's almost unbelievable. I first contacted Q at 11am-ish. requested a callback since the queue was apparently over 2 hrs. (I wish I'd hung onto the phone now...)
Not long after, I also started a chat, where I was #19 in the queue.
It is now 1.42pm, so 2.75 hours since my call back request, and WORSE - when I was #3 in the chat queue, the chat box disappeared.
This does nothing to soothe my mild anxiety about booking my very first (and important to me) Classic rewards flight. It does nothign to enhance the reputation of Qantas, and shows me what level of importance they place on both customer service, Frequent Flyers, their website. ooooh the phone is ringing .... (only 3 hours wait...) will update you shortly.

 

[Franky]

It's almost unbelievable. I first contacted Q at 11am-ish. requested a callback since the queue was apparently over 2 hrs. (I wish I'd hung onto the phone now...)
Not long after, I also started a chat, where I was #19 in the queue.
It is now 1.42pm, so 2.75 hours since my call back request, and WORSE - when I was #3 in the chat queue, the chat box disappeared.
This does nothing to soothe my mild anxiety about booking my very first (and important to me) Classic rewards flight. It does nothign to enhance the reputation of Qantas, and shows me what level of importance they place on both customer service, Frequent Flyers, their website. ooooh the phone is ringing .... (only 3 hours wait...) will update you shortly.

Good luck!!

 

[JennyMG]

I'm not filled with confidence.
Have just finished, (a mere 4hrs 37m) booking.
I was crossing my fingers THE WHOLE time, hoping the telephone line didn't drop out our something.
The person from Qantas booked the whole ticket manually. It was a trek because I had about 14 half made bookings under my FF#, lol, from all the times I'd tried and almost been successful.
As I said, I'm not filled with confidence though. Although it's apparently paid, the E-ticket doesn't come to me for 24 hours. I hate it when I'm not in control, to be able to check things.
Now....how about reserving seats. Next exciting episode.... I'm not liking the look of this...china eastern probably has a different ticketing system to Qantas. I bet I can't book on their website. Oh Lordy.

 

[Dr Ralph]

Now....how about reserving seats. Next exciting episode.... I'm not liking the look of this...china eastern probably has a different ticketing system to Qantas. I bet I can't book on their website. Oh Lordy.

China Eastern seat selection has been non functional for days (Seat Reservation - China Eastern Airlines). Possibly longer. It has though, worked for me in the past.

 

[sanne]

JennyMG. I had the same error code re our CCs trying to pay for award flights a few days ago. Had to ring up qantas to do the booking but fortunately only had to wait about 40 anxious mins. I have booked many award flights over the years, have never encountered this situation. Good luck.

 

[JennyMG]

JennyMG. I had the same error code re our CCs trying to pay for award flights a few days ago. Had to ring up qantas to do the booking but fortunately only had to wait about 40 anxious mins. I have booked many award flights over the years, have never encountered this situation. Good luck.

Probably why there was over 3 hours wait for customer service. Wonder if they put the same amount of effort into IT and Customer Service operators that they do into paying their CEO, they might have a bit more luck.

 

[BriarFlyer]

Fingers crossed that you have the award seats, Jenny, which will kinda/maybe ease your (justifiable) stress esp if you pour yourself a large beverage of choice. (Although if ordered from QantasWine it may not be the beverage of choice!)

 

[JennyMG]

Fingers crossed that you have the award seats, Jenny, which will kinda/maybe ease your (justifiable) stress esp if you pour yourself a large beverage of choice. (Although if ordered from QantasWine it may not be the beverage of choice!)

Thinking of my 'beverage of choice' right now actually. I THINK I have my award seats, though it irks me that I can't actually see much evidence of it, not for 24 hours at least, when the man on the phone said I'd receive emailed e-tickets. If they're correct, I'll EVEN BUY Qantas Wine from Qantas mall in celebration. But I'm reserving judgement. Nothing is ever as it seems. Thats why I like doing it myself. If there's a mistake, only me to blame. When someone else does it, the scape goat gets the blame, and who's to say who the scape goat is in this scenario.

 

[serfty]

@JennyMG , did you get a 6 character booking reference (PNR)?

 

[JennyMG]

@JennyMG , did you get a 6 character booking reference (PNR)?

Yes.....my booking reference??? I hope that's what you mean.
After the booking attempts, I could see that all the mountain of bookings I'd 'attempted' but not paid for (I didn't realise it was generating bookings, but not my fault I guess), the CS agent deleted all but two, the two legs of one of those bookings. It had a booking number, and that booking still shows on my FF account, both legs, two flights, with the same booking number, a 6digit ref number.
I'm hoping its alright. I can also see my QFFpts are down 270000 pts, and in activity it clearly shows the Ref # with the 139000 x 2 for each flight. So....cross fingers I get an email tomorrow and that it's all correct.

 

[ellen10]

Good luck Jenny I hope it all goes through for you.

I understand your stress, when I booked my first J "oneworld" award I was stressed for weeks ahead hoping it would all go through. Not to mention the added stress of adding to the booking and finding available flights and sectors.

Fingers crossed!

 

[Pierre_a]

So I'm being stung with this. Trying to book tickets Berlin - LHR. Same error.

Assumed it was because I was using a new card.

So tried another.

Same problem.

So waited, assuming a processing error that would soon resolve.

Repeated x 6

Gave up, booked easyjet instead.

Now I discover I have 6 x Berlin - LHR reservations for the same date. Plus an easyjet reservation!

 

[Pierre_a]

Been on phone 60 minutes so far..
17th in queue for online chat.
Don't like my chances of surviving this experience without significant trauma!
They haven't taken any points so I am thinking I will just move all my points to my Wife's account and stop worrying.

 

[JennyMG]

I cant find the link to Qantas Chat!! can anyone help?

AFter waiting the 2.45hrs yesterday, and being told the e-tickets would be emailed to me, they haven't been.
So want to talk to them again to check, where are my tickets? (I want to book seats!)
Unfortunately, I'm told there's a 3HOUR PLUS wait, now on the phone, so scheduled a call back, but I'm going to try chat too, and see if it's any quicker. (I bet everyone does that, and if they'd only put more staff on to handle backlogs, then customers like me wouldn't try to double up to get quicker service! Ridiculous. I'm pretty unimpressed.
Anyway, Qantas chat link anyone? I've just spent 15 mins trying to find it, I can see the frequent flyer one, but that's not the correct link I don't think.

 

[Pierre_a]

NOrmally the link just pops up on the homepage after a moment or two of inactivity. It didn't for me so I just kept opening the home page on different browsers until it appeared.