Multi city rewards generic error

[baarg]

Hi all, I hope people's knowledge here can assist please. Trying to book a multi city rewards flight, BNE SYD EZE (29/3/24) returning AEP SYD BNE (14/4 and from Syd to bne 16/4 due to time difference) both via SCL and stops in Akl. The options of rewards from Bne alone are not that great as layovers are long and flights are via MEL. There is availability from Syd to Eze in the website, and AEP is better to depart from as the plane to SCL leaves at 9pm so less layover. Anyway, I can choose all my flights, enter ALL our details and when I hit okay to pay, a generic error with some numbers come up saying flights are not available, however when I look again same flights come up! I called Qantas and of course they were not helpful, even if I gave them the flight numbers, dates, etc. They said there's no availability on 29/3 from syd to scl. I asked why, I the customer, can see it from the Web but she can't, she said they have 28th March availability but I can't purchase tickets like that on a whim. Plus as I was on the phone I checked the Qantas app and it shows no availability on the 28th! What is going on? Can anyone shed light on this? Thank you.

 

[MelbFlyer]

Typical Qantas, it's probably Phantom availability (ie. reward seats showing online but not "actually" available - it's a bug on their website).

Regarding the below, I've been through this many, many times (literally 100+ calls when attempting to change reward seats) - it's an absolute pain to call Qantas regarding any classic reward seats.

I called Qantas and of course they were not helpful, even if I gave them the flight numbers, dates, etc. They said there's no availability on 29/3 from syd to scl. I asked why, I the customer, can see it from the Web but she can't

I'd only suggest to keep looking and if you can find your seats / dates and book in one go - do it.

It will be a pain to change later on due to the BS response of "we can't see the classic reward seats you can see online".

 

[baarg]

Thanks for the info. At least it's not just me. I've never redeemed reward seats before, is it really painful to change them then if something goes wrong? These are months into the future but the dates are really good, and with the prices of flights want to secure them, if I can find anything suitable.

 

[MelbFlyer]

I've never redeemed reward seats before, is it really painful to change them then if something goes wrong?

Yes it will be, unless you're Platinum status and get the Hobart Call Centre, however unfortunately not everyone is Platinum.

These will be the usual BS responses you will receive when calling Qantas to change (calling is unfortunately the only way to change classic reward bookings) :
1. We can't see the classic reward seats you can see online (most common)
2. Those classic reward seats you see online are for new bookings only and can't be used towards existing bookings
3. There are no reward seats available on the date / time you're looking at (yet as you're on the phone, you'll probably be looking at the reward seats online that very moment)
4. You may be able to get through to the final step of the booking, but it may / will crash before payment is able to be finalised
5. There are seats available, however they are revenue / commercial fares only, and not classic rewards

Some other BS responses I've received include:
1. That classic reward seat you see online appears to be waitlisted, and therefore is no longer selectable even though it is showing online
2. You can go ahead to book what you see online as it will be a new booking (the consultant forgetting that I want to amend my itinerary, not have 2 itineraries!)

Therefore it's best to be very flexible with your dates (understandably can be hard at times, especially if you need to book leave with work etc) and if you can see the exact travel class you want, book it in one go because it WILL be a pain to change later if required.

Not just that, but every time you attempt to make a change, if they can miraculously see the reward flights you want, not only will you be hit with a change fee, they'll also have to re-ticket the itinerary. There have been reports of Qantas not re-ticketing in time, and the flights are then lost altogether.

It's a serious flaw with Qantas' system in that I will be halting accumulating points / selling off my QFF points once I'm done with my 6-leg classic rewards trip in October.

Have a read of the thread below, it outlines the exact problem that you're facing (you can see the seats online and therefore call to attempt to change, only to be told you can't):

QF Mystery: We can see but the agent can't

Having been told countless times by multiple booking agents assisting with OWA booking changes that that flight "isn't available in my class (J)" despite the fact that I can see it, I am looking for the definite reason why this could be. You like me have probably been blankly told that the...

www.australianfrequentflyer.com.au

 

[MEL_Traveller]

If you are trying to add a domestic sector to an international itinerary there is a HARD BLOCK. The system will not allow you to book them, even if they show on a multi-city search.

The block operates in two ways. If you book the international sector first, the domestic connectors will not show. If you book the domestic sector first, the international sectors will not show.

There are only two workarounds. (a) if you are platinum or higher and can get through to hobart, or (b) if the domestic sector shows as part of the initial origin-destination search… ie, one where you don’t have to search for the domestic sector separately, but it’s offered all at once. If you search MEL-LAX and MEL-SYD-LAX shows… easy. If you try multi city MEL-SYD and SYD-LAX, you’ll run into the problems above.

This has been an ongoing issue for nearly 12 months. The call centre doesn’t just come out and say ‘yeah, there are seats, but we’re blocking them’… they come up with all the excuses mentioned in the posts above.

They want you to pay the extra for the separate flight.

 

[baarg]

Your last sentence reflects my feelings toward Qantas ff. I've been collecting points for over 13 years. I have (apparently mistakenly) used points+pay for a family holiday to Cairns in 2021 and also to fund some flights with Jetstar. I then read time and time again that reward seats are actually the best way to use your ff points. I found these flights, but with the latest experience (plus other terrible experiences I had with Qantas) I just don't see it's worthwhile collecting points anymore. My main issue is that for my destination (Argentina) I am limited to Qantas and Latam and both are OneWorld! Saying that, if I can't use my reward seats for what I want to book, what is the point?
Their website is terrible, but since the agent told me yesterday that only the 28th of March, not 29th, is available, I looked again. And I found the following: if you search your flights as reward seats some dates appear with points and reward seats, this shows only the 28th, which is what the agent told me. But when you click to view "reward seats"new dates appear, and these are the ones that I went for, however they appear to be incorrect and it's an error of their website. Of course, we cannot know this unless you dig around, ask in forums and do countless of Google searches. I am still unsure if this will work because I am now too scared to book these flights due to the issues you are telling me above and I've dealt with Qantas enough to know it is all true! But I think there may be a chance that this is how you see "true" reward seats availability.




Note "reward seats' is ticked on the second screenshot, yielding new results not originally available.

With all this in mind, what is the best/most effective way to use your ff points if you're not platinum? I have used my points as mentioned but left with 380k and counting. Plus my son has some points.

 

[MEL_Traveller]

Worth noting that LATAM is no longer part of oneworld. So any sector on them will be charged separately.

 

[baarg]

You're correct; they are partners and you can earn points with them, I am stuck with both With Latam I came across a very similar issue to this but without points. It was latst year, and their website wouldn't let me go through with the purchase. Call centre was as useless as Qantas.

 

[baarg]

Yep, my suspicions were correct, it seems. This time I went through the pay page with no errors. If I don't tick on reward seats, true availability seems to show and you are able to search for your flights, dates and then select them. Not sure if I am still going ahead with this due to all reasons stated but may be useful to know this:

Post automatically merged: Jul 14, 2023

Yep, my suspicions were correct, it seems. This time I went through the pay page with no errors. If I don't tick on reward seats, true availability seems to show and you are able to search for your flights, dates and then select them. Not sure if I am still going ahead with this due to all reasons stated but may be useful to know this:

 

[MEL_Traveller]

254k points for economy seems points plus pay? The classic awards should be about half that.

 

[djkelly69]

You might also note that sometimes it will show say J reward seat availability for a particular day, but when you click on it, only Y is available. One of the reasons this can happen is if you are searching for more than one ticket, but only one is actually available.

 

[baarg]

254k points for economy seems points plus pay? The classic awards should be about half that.

It's two passengers from Australia to Buenos Aires, reward seats return, flights in economy are currently 3k each way. These are the prices to South America unfortunately.

 

[MEL_Traveller]

It's two passengers from Australia to Buenos Aires, reward seats return, flights in economy are currently 3k each way. These are the prices to South America unfortunately.

ah! ok, that looks better then!

 

[serfty]

The multi segment tool seems truly enhanced!

I tried several computers and several browsers clearing cookies and other tricks, but no go with 2 segment multi. MEL-SIN-KUL or vv.

Normal booking refused to show the flights I knew had award availability.

In the end I booked on SQ using Krisflyer one way and Velocity the other.

 

[ozflier]

Does anything think Qantas is aware of the flaws in its reward booking system or maybe I am one of the few who finds it downright inaccurate and frustrating?

 

[Mickey Mouse]

Does anything think Qantas is aware of the flaws in its reward booking system or maybe I am one of the few who finds it downright inaccurate and frustrating?

Of course they are aware! If removing the flaws would make AJ more money they'd fix it, like, yesterday. These flaws make it harder for people to pay him less so he's hardly likely to worry!

 

[baarg]

@MEL_Traveller (or anyone who knows) If I understand your post correctly, it's safer to book an available reward seat as opposed to multi-city as it may be "easier" to change? Or it will always be difficult to change them given all issues stated above? What if Qantas cancel the flights or change any of them? I would assume they put you on the next available one, but do they do so only on an available reward seat? I am wondering what to do and this "opportunity" to use my points in a way I want, but I feel uneasy about the lack of control over these reward seats if I get them and something changes/happens.

 

[MEL_Traveller]

@MEL_Traveller (or anyone who knows) If I understand your post correctly, it's safer to book an available reward seat as opposed to multi-city as it may be "easier" to change? Or it will always be difficult to change them given all issues stated above? What if Qantas cancel the flights or change any of them? I would assume they put you on the next available one, but do they do so only on an available reward seat? I am wondering what to do and this "opportunity" to use my points in a way I want, but I feel uneasy about the lack of control over these reward seats if I get them and something changes/happens.

Lots to unpack there!

Multi city is good if you have a series of point-to-points. So SYD-LAX stop LAX-LHR stop etc. Building in connecting flights is also ok, most of the time. The main issue is connecting flights in Australia to and from international gateways… trying to add a connector via the multi-city tool is almost certain to fail these days. The caveat being that I’m talking about major trunk flights. Connectors to regional cities don’t seem to be an issue.

If you are on a qantas service and qantas changes, you’re on the next available flight. If a partner changes or cancels you usually (a) get offered an alternative by the airline changing or cancelling but (b) if those flights don’t mesh up with everything else on your itinerary, you can be left searching for award availability.

The oneworld desk is supposed to help out that right, as is the new award ‘fixing’ department. I’m still waiting for the latter to call me two weeks after I submitted an email. And of course the new award flights have now gone!

Unless you’re platinum or higher and can get through to hobart, i think what’s safest at the moment is to book each day’s flights in a single carrier, and try and leave 24 hours in each stopover or layover place.

For example SYD-HND-LHR on qantas connecting to JAL or BA or finnair is asking for problems. SYD-HND-LHR all on JAL is ok. With the first option if JAL or BA or Finnair change their flights is can be hard to try and fix them.

Leaving a day or 23 hours between connecting parts of journeys can also help… mitigates if new flights simply don’t connect with what’s already booked.

OWAs used to be easy with all aussie or NZ call centres. Now, without access to hobart they can be really really hard to manage. In premium cabins that is. Award availability in economy is much easier, and far options if things go wrong

 

[baarg]

Thanks so much for your time! Very useful information flights have now gone up and reward seats gone, but will keep looking with all the info I learned and see what I do. The flights with the best connections were with Latam, so something to take into account. Qantas makes it really difficult to use your points in a meaningful way. It's also risky when you add connections, and therefore more margin for flights to change and mess up your whole trip. In our case, as travelling to see family strictly, adding stopovers is not possible. Thanks again

Post automatically merged: Jul 15, 2023

BTW, what is OWA? I have no idea of the lingo. Googled it but some Outlook thing came up

 

[Mickey Mouse]

BTW, what is OWA? I have no idea of the lingo. Googled it but some Outlook thing came up

OneWorld Award (You already knew it, after all!)