Classic Rewards Change Re-Ticketing Issue

[shellshock]

Hi everyone, I'm hoping for some advice for what to do please.

I called Qantas yesterday (Wed 4 Dec) via the 131313 number to make a change to an existing Classic Rewards itinerary. I made this call from Fiji (on holiday at the moment) if that makes a difference. I have not received an updated itinerary and the original outbound flights (MEL to HKG, HKG to KIX) have disappeared from the Qantas app and from Manage My Booking. It appears the new tickets have not been issued.

The original itinerary for 2 PAX, all Business Class (U), was booked on 17 July 2024 as follows:

CX 134 MEL - HKG Mon 02/06 7:25 am
CX 502 HKG - KIX Mon 02/06 4:30 pm
CX 565 KIX - TPE Thu 12/06 4:20 pm
CI 57 TPE - MEL Thu 12/06 11:30 pm

I saw new Classic Rewards seats appear so I called to request that the last two legs returning to MEL (CX 565 and CI 57) be changed to the following:

QF 26 HND - SYD Fri 13/06 6:40 am
QF 491 SYD - MEL Fri 13/06 7:30 pm

I was told on the phone that the booking was successful. I have received a refund of the total original Qantas points (419,000), and 373,000 points have been deducted for the updated booking along with 15,400 and 10,000 points for the international service fee and reward booking change fee respectively. I was told I would have to pay an additional $49.50 AUD due to tax differences, for which I provided my AMEX. I note my AMEX has not yet been charged for this.

I was told I should receive an email confirming the itinerary within a few minutes - no email has come yet. Shortly after the call, the Qantas App and Manage My Booking showed that the old flights (CX 565 and CI 57) had been replaced with the correct new flights (QF 26 and QF 491) as promised. However, several hours later, the original outbound flights (CX 134 and CX 502) no longer appear in the app or in Manage My Booking. The itinerary is showing as “Your booking is processing” in Manage My Booking. Clicking “Email Itinerary” sends the original itinerary (pre-change) to me.

Should I be worried that the original outbound flights have been cancelled? Or should I be patient and hope it gets ticketed despite being over 24 hours already. I emailed [email protected] but I am worried I may not get a response since the automated reply says "This inbox is dedicated to customers who hold a Classic Flight Reward booking on a partner airline flight, which has been cancelled or had a schedule change."

Any advice is appreciated! Thanks everyone.

 

[half-hour]

I'll chime in on this one... it's a proper roll the dice. Our ticket was completely messed up again at the 11th hour. I was explaining the rules to this apparent supervisor, who promised to call back... no call ever received. Incredibly stressful. I don't hold it against the support staff, this is complicated and I don't think they receive enough calls like ours to be across what is needed in their complex systems.

The sage advice I can give is to ask the operator if they have experience with your needs, if they don't, ask politely but firmly to speak to someone who does. If they start to stumble, say thanks and goodbye, then call again.

We've completed 3 of our year long business class flights so far and it's worth it. Good luck!

I did make the change online, but after 8 hours it has not been re-ticketed yet. Called Qantas customer service, who told me to wait 24hrs.

Are the competent operators actually able to do the re-ticketing themselves on the spot over the phone?

 

[MEL_Traveller]

I did make the change online, but after 8 hours it has not been re-ticketed yet. Called Qantas customer service, who told me to wait 24hrs.

Are the competent operators actually able to do the re-ticketing themselves on the spot over the phone?

QR, MH, CX, IB, AT can all auto cancel within a few hours according to a post by madrooster.

JL, AA, BA, AY, FJ, AS are ok for a bit longer.

 

[half-hour]

QR, MH, CX, IB, AT can all auto cancel within a few hours according to a post by madrooster.

JL, AA, BA, AY, FJ, AS are ok for a bit longer.

Fortunately the flights are with Finnair, Jetstar and Qantas. Finnair website shows the booking, but says it's not yet ticketed. Flying in a week's time.

Do you know if the call centre agents can actually do the re-ticketing themselves whilst on the phone?

I'm wondering if I should ask they do this if it's not ticketed by tomorrow.