flight credit vouchers not appearing on bookings page

ragtrade1

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Hello there. Like many others, I have had to cancel several flights on Qantas but these no longer appear as vouchers on the "bookings" page like they used to.

I know I can trawl back through old e mails to get the boking reference/voucher numbers, but it would be really helpful if they were all in the place like they used to be.

Am I missing something? Is Qantas hoping I'll lose track of them if they don't show on the bookings page? (sorry that was a bit cynical)
 

RichardMEL

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hmm. I just checked and have one (but it was issued yesterday *grr*) and it shows fine.

as an aside I keep a separate file of my own with PNR's, dates, value etc and remove as flights are flown or credit used etc to keep track myself.
 

ragtrade1

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hmm. I just checked and have one (but it was issued yesterday *grr*) and it shows fine.

as an aside I keep a separate file of my own with PNR's, dates, value etc and remove as flights are flown or credit used etc to keep track myself.
Thanks, I have a couple from several weeks ago when Melbourne went into lockdown and some from this morning. Might have to call them. I'll definitely keep a separate record now as you suggest, but haven't had to in the past.
 

RichardMEL

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Thanks, I have a couple from several weeks ago when Melbourne went into lockdown and some from this morning. Might have to call them. I'll definitely keep a separate record now as you suggest, but haven't had to in the past.
Did you get the email confirmation that the credit was issued? mine took 30min or so... so it may still be in process? I imagine there's a lot of "action" going on in the current crazy.
 

ragtrade1

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Did you get the email confirmation that the credit was issued? mine took 30min or so... so it may still be in process? I imagine there's a lot of "action" going on in the current crazy.
not yet, I'm sure they are busy......
 

BruceBris

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Has anyone managed to book a new flight(s) with Qantas vouchers? My previous experience (pre Covid) was that I could not use any of the advertised flights when I tried to use a (~$1000) voucher. I could only access expensive flights and would have had to add my own cash to go anywhere. It worked out cheaper to just pay cash for the cheap flights. Many hours on the phone and Chats failed to get any useful help so I eventually lost the money.The reason I ask is that I now have to cancel a Bris - Syd - Queenstown flight for the 15th July and don't trust Qantas to not rip me off again. Any suggestions would be gratefully appreciated.
 

sanne

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I have had the same problem. After trying many times via their ‘chat’ they finally replied saying that the voucher as attached to my account and that all I had to do was put in the booking # in My Bookings and then the voucher would be seen. I have yet to try that. But it certainly has never been able to be seen in My Bookings along with the other but yet unused vouchers.
 

RichardMEL

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not yet, I'm sure they are busy......
aha. I would say that is the issue... so still being processed. I would give it a bit more time though not too long lest it's stuck somewhere in a manual queue or something.
 

RichardMEL

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Has anyone managed to book a new flight(s) with Qantas vouchers? My previous experience (pre Covid) was that I could not use any of the advertised flights when I tried to use a (~$1000) voucher. I could only access expensive flights and would have had to add my own cash to go anywhere. It worked out cheaper to just pay cash for the cheap flights. Many hours on the phone and Chats failed to get any useful help so I eventually lost the money.The reason I ask is that I now have to cancel a Bris - Syd - Queenstown flight for the 15th July and don't trust Qantas to not rip me off again. Any suggestions would be gratefully appreciated.
So remember that when flight credits are issued they retain the value *and fare conditions* of the original flights so you are required to purchase equal or higher value fares. This is specified as a T&C as frustrating as it is.

As an aside I am absolutely delighted that QF seems to have finally resolved the issue involving online changes, cancels etc of flight credits or gift vouchers which was always a major bugbear when using them and would have to call in many instances. Massive hooray from me on that aspect.
 
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ragtrade1

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aha. I would say that is the issue... so still being processed. I would give it a bit more time though not too long lest it's stuck somewhere in a manual queue or something.
yes, it's just those ones from a few weeks ago though.....anyway.....
 

BruceBris

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So remember that when flight credits are issued they retain the value *and fare conditions* of the original flights so you are required to purchase equal or higher value fares. This is specified as a T&C as frustrating as it is.

As an aside I am absolutely delighted that QF seems to have finally resolved the issue involving online changes, cancels etc of flight credits or gift vouchers which was always a major bugbear when using them and would have to call in many instances. Massive hooray from me on that aspect.
Thanks RichardMel. I agree the conditions were stated in advance. However, in my previous case, I wanted to purchase flights to a different location that would still have been greater than the original fare and the same conditions but these were not accessible. Also, I don't understand why Qantas (and probably other airlines) give a voucher less flexibility than the paying by cash. I assume it's to discourage cancellations. I think I'll wait until the last minute in case Qantas cancels my flights and I can get a cash refund.
 

RichardMEL

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Thanks RichardMel. I agree the conditions were stated in advance. However, in my previous case, I wanted to purchase flights to a different location that would still have been greater than the original fare and the same conditions but these were not accessible. Also, I don't understand why Qantas (and probably other airlines) give a voucher less flexibility than the paying by cash. I assume it's to discourage cancellations. I think I'll wait until the last minute in case Qantas cancels my flights and I can get a cash refund.

To the 2nd point I would say this - my personal view is this is a technical limitation of the kuldgey way QF implemented vouchers/credits on top of Amadeus. For example I've had vouchers on other airlines and never had this particular condition or issue before.

So to the first point let me see if I understand the situation correctly.

You have a voucher for a certain value, let's say $500. A credit voucher from a canceled flight/booking? And it was on a route like MEL-SYD as example Now if you want to redeem that $500 value on a different route, say SYD-OOL, you can see fares of say $550 but when you go to use the voucher you're not offered those, but you're offered a higher fare, such as $700?

If I read this correctly I can think of one reason for this potentially as annoying as it is.

With some fare types, specially less flexible ones, such as those in red-e-deal and discounted Economy categories, say booked in Q or N or O(and others), one of the conditions usually is that changing the flights must go to a higher fare booking buket, usually the next highest. One of those legacy things.

So let's say from my made up example above, your MEL-SYD $500 credit was for a fare booked in O class, you go to rebook a new fare, yes on a different route, and O class fares are out there for $550, but the original fare conditions is forcing you up to say a Q fare or something, which shows as $700.

I've seen this in the past. I had thought QF had relaxed things somewhat during covid (and while change fees have been waived they do still say "A fare difference may be payable" which is a bit of a catchall)... it may well be worth calling (ugh) and asking specifically why you can't access the fares you see.

I just see this with my own voucher actually. one was booked in K class for a sector... even though K class is available on the route I picked (I'm looking at the same sector, different dates actually) I'm being offered the higher Q class fare with the voucher. And since my original fare was booked as a K (Flex) fare, I'm not offered anything discounted below that for the same reason, even if, for example, I might select a Business fare on the return and the entire total is higher than the original fare.

so this is a thing. it is very frustrating (and no, it is not very fare.. I mean fair).
 

RichardMEL

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Just for S&G I have played around with this a bit more with my own credit voucher. So I picked a different, cheaper, route than the original booked. quite unexpectedly and contrary to the above expectation I was offered discounted Y fares (ie lower booking class) BUT they had a higher $ value than the original (which means the "equal or higher" component) so, it's not just booking class related, but value. That makes it even weirder if you ask me. I had expected to not be offered anything lower than the original K fare bucket, and probably higher (as in the above post). To be honest this is an example of where "Flex" does not always mean "Flex" because I would have thought that I should be offered the K fare as it stands and not forced into a higher bucket as I was. So that is all quite frustrating and not quite making sense.

However in general terms fight credit vouchers are governed by the particular fare conditions of the original fare, and some of them can have, as I noted, items that force higher fares even if the same fare and price exists. Not all though. For example Business fares don't seem to force that in my experience.. it seems to be the cheaper (ahem "flex"?) fares that mostly force this nonsense.

anyway that's my extended explanation
 

BruceBris

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To the 2nd point I would say this - my personal view is this is a technical limitation of the kuldgey way QF implemented vouchers/credits on top of Amadeus. For example I've had vouchers on other airlines and never had this particular condition or issue before.

So to the first point let me see if I understand the situation correctly.

You have a voucher for a certain value, let's say $500. A credit voucher from a canceled flight/booking? And it was on a route like MEL-SYD as example Now if you want to redeem that $500 value on a different route, say SYD-OOL, you can see fares of say $550 but when you go to use the voucher you're not offered those, but you're offered a higher fare, such as $700?

If I read this correctly I can think of one reason for this potentially as annoying as it is.

With some fare types, specially less flexible ones, such as those in red-e-deal and discounted Economy categories, say booked in Q or N or O(and others), one of the conditions usually is that changing the flights must go to a higher fare booking buket, usually the next highest. One of those legacy things.

So let's say from my made up example above, your MEL-SYD $500 credit was for a fare booked in O class, you go to rebook a new fare, yes on a different route, and O class fares are out there for $550, but the original fare conditions is forcing you up to say a Q fare or something, which shows as $700.

I've seen this in the past. I had thought QF had relaxed things somewhat during covid (and while change fees have been waived they do still say "A fare difference may be payable" which is a bit of a catchall)... it may well be worth calling (ugh) and asking specifically why you can't access the fares you see.

I just see this with my own voucher actually. one was booked in K class for a sector... even though K class is available on the route I picked (I'm looking at the same sector, different dates actually) I'm being offered the higher Q class fare with the voucher. And since my original fare was booked as a K (Flex) fare, I'm not offered anything discounted below that for the same reason, even if, for example, I might select a Business fare on the return and the entire total is higher than the original fare.

so this is a thing. it is very frustrating (and no, it is not very fare.. I mean fair).
Hi RichardMEL. You've nailed it in one! Two of us with $500 each. But I forgot to mention there was an additional $100 each for the change at that time. The fares I was offered were so far above the value of the voucher that I ended up just paying for two cheap flights and losing the value of the voucher. I tried many different flight combinations to try to get close to the actual fare - we were happy to just fly to, say, Cairns for lunch from Bris for example but not one of them even came close to the value so we would have had to pay extra for a flight we didn't need. Quite strange really.

I guess it's "Buyer Beware" and I should have known better after dealing with Qantas for decades. As an aside, we're both lifetime Q Club and I'm lifetime gold and my wife lifetime silver so we can't claim inexperience! Oh well, we'll just have to see how this pans out but I'll be much more careful next time.
 

RichardMEL

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Bugger.

Hopefully you can still use that voucher for SOMETHING.. like I dunno.. a J fare somewhere or international or.. something over the next year or two within the validity. It would be a shame to let that value go straight to the coffers.
 

BruceBris

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Bugger.

Hopefully you can still use that voucher for SOMETHING.. like I dunno.. a J fare somewhere or international or.. something over the next year or two within the validity. It would be a shame to let that value go straight to the coffers.
Thanks for the insight, every little bit helps. I think we should be able to get some value this time as the 2 x $100 change fee seems to be waived. We're talking about close to $2k this time so will just do business to Sydney or Melbourne or something silly if nothing sensible works. In the meantime, I'll wait to see if Qantas cancels and then cancel at the last minute if not. Unfortunately, I can't just reschedule because it was an engagement party in Sydney then on to Queenstown for skiing. The engagement party has been cancelled (Bondi of all places) and the skiing is looking doubtful.
 

RichardMEL

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The idea to book a flight that would be cancelled is a good one. If QF cancels you're entitled to a *refund* and that would be the most ideal thing. It's a pickle for sure.

You may also be able to get the voucher modified from two pax to one or something else. It may be worth trying to talk to QF about it given the value involved.

best wishes.
 

mrsterryn

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Hello there. Like many others, I have had to cancel several flights on Qantas but these no longer appear as vouchers on the "bookings" page like they used to.

I know I can trawl back through old e mails to get the boking reference/voucher numbers, but it would be really helpful if they were all in the place like they used to be.

Am I missing something? Is Qantas hoping I'll lose track of them if they don't show on the bookings page? (sorry that was a bit cynical)
Randomly my vouchers appear on the Qantas website not through the app
 

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