No e-ticket emails on changed flights?

[AstroBBoy]

I have a few international flights (business call reward seats) in June/July on the one ticket and have had to ring up the call centre twice resulting in 10 hours on hold in one day.
After Qantas moved my first flight forward by 24 hours I couldn't get my connecting flight. This was sorted on the 1st call but after checking later that night, they had somehow removed my final flight home. So I called back and they said they would request the flight to be reinstated.

My concern is that both times the staff made changes to my flights I did not receive an email with the new e-ticket / information.
And when I go to the Qantas site vs Cathay vs Malaysia Airlines, there seems to be slightly differing info (seats allocated on one, seat class missing on another, ...).
I used the "send email" button on Malaysia Airline and received nothing.
I used the "send email" button on Cathay and was sent old info where one of the flights is still missing.

This is so stressful. I can't plan anything else if I don't know if this trip is even going ahead.
Is there a reason the e-ticket emails are not being sent (and yes, I've checked my junk mail and that its attached to my profile).

 

[ozmouse]

You are getting caught up in the tsunami of changes being made atm, AND the lack of trained staff at call centres (and lack of staff in reward centre?)

Yes this was my exact issue with re-ticketing of award booking that was changed by qantas. While the booking may be updated online with new details, you are still missing the ticketing behind this. you need that eticket number.

Took me 3 times to get tickets. first 2 times, "yes you are in the queue to be ticketed, you will get email in couple hours. did not happen. twice. 2nd time i even asked for it to be escalated and ticketed on the spot. operator said she could not do that. (when i know they can).

3rd time .. hold the line, ticketed in 5 min, email sent before she took me off hold.

you need that eticket.

 

[Mwenenzi]

Call centre volumes would decrease if they got it right first time around. A QF self fulfilling prophesy of cascading increasing calls.

 

[blackcat20]

I'm also waiting on a new e-ticket for a flight change due to cancellation.

 

[Ade]

I think there was an existing issue with QF ticketing. There was 48 hours delay in e-tickets being issued … my experience is the My Bookings under my QFF profile was updated instantly after a change. So i checked My Bookings to make sure the change is confined, but tickets arrived after 48 hours.

Re : you are in the ticketing queue - I had the same response for a $ ticket, but My Bookings was updated.

 

[ozmouse]

Re : you are in the ticketing queue - I had the same response for a $ ticket, but My Bookings was updated.

In my case it was 6 days later, when i released i had not had a email, that i knew something was a probably. 2nd call waited 24 hours, but like orignal poster, was panicking and did not want to play their game. It was another 2 calls 72 hours before it was it was handled on the spot, 5 minutes.

such a waste time and resources.

 

[Guvner]

My re-issued e-ticket after QF changed a flight on me took four calls and 8 days to land in my Inbox.

 

[AstroBBoy]

They have now told me one of the flights "has not been ticketed" and they will find out why.
WTF?!

 

[AstroBBoy]

Yesterday afternoon I called and was promised a call back ... that did not happen.

This morning I called and it hung up immediately. Then tried again...

First was the South African call centre and she seemed genuinely concerned and helpful. She said she would put in another request for the flight to be ticketed and if they don't within an hour she would personally chase it up and call me back. 2 hours max.
3.5 hours later I gave up waiting for the supposed callback and tried my luck again.

This time I get Fiji, the line is terrible and she has trouble hearing me ... not a good start. Puts me on hold and after half an hour she returns but can no longer hear me. She hopes I can hear her (which I can) and says one of the previous staff did the ticket wrong and so she has now requested it to be reinstated correctly. It will be ticketed within 24 hours ... as its in June and not imminent. Could be yet another stall tactic, I have no idea and my hopes aren't high.

 

[DC3]

Oh, goody. Another thread about QF and ticketing.

Post automatically merged: Apr 7, 2022

Could be yet another stall tactic, I have no idea and my hopes aren't high

No. Probably just incompetence or laziness at the Call Centre.

 

[DC3]

…and lack of staff in reward centre? …

Reward? Yes, that’s probably what they call it. Some reward.

 

[blackcat20]

We had a flight change weeks ago that hasn’t ticketed yet. Flight is not till August so I’m just going to wait for now.

 

[DC3]

We had a flight change weeks ago that hasn’t ticketed yet. Flight is not till August so I’m just going to wait for now.

Oh. You’ve been listening to that recorded message again.

Edit: As long as the changes are only on QF, I guess

 

[blackcat20]

Oh. You’ve been listening to that recorded message again.

Edit: As long as the changes are only on QF, I guess

Yeah QF only.

 

[janelarm]

We had a flight change weeks ago that hasn’t ticketed yet. Flight is not till August so I’m just going to wait for now.

I had a flight change for late August and received the e-ticket 8 days later.

 

[blackcat20]

I had a flight change for late August and received the e-ticket 8 days later.

I had an email saying I didn’t need to do anything and the ticket would follow

 

[AstroBBoy]

This has gone from bad to worse. This afternoon I see my two flights home are now missing. After 3 calls I found someone who said that Cathay has cancelled all their flights out of Paris. (I received no notification of this and I just happen to be looking at my flights online).

So now I have no way of getting home from Europe?
They said there are no more reward seats for the two weeks around my date. And all they can offer is a refund.
I booked this trip over 7 months ago to go for a family wedding.

Do I have any recourse? What can I do?

 

[Guvner]

What dates and how many pax?

 

[AstroBBoy]

2am - 5am doing flight research as I couldn't sleep. 4x phone calls (2x hangups) and finally I think I have a way to get home now. Now just need to wait for the ever elusive e-tickets.
I remember when holidays were fun and not stressful.

 

[glennp]

I have encountered this Qantas enhancement twice. The first time I immediately rebooked my international business class booking online then cancelled the flight that had not ticketed. The second time I made the mistake of phoning Qantas only for them to magically re-ticket my first class booking into economy. After numerous calls (including promised call backs that did not eventuate and being hung-up on multiple times) they insisted I was always booked in economy. I offered to email them my first class tickets and screen shots from before their flight changes, but they are unable to receive emails. Ultimately I rebooked that online too and cancelled the booking that the Qantas' call centre butchered. PS. Reconcile your refunds and points balances as Qantas have conveniently short-changed me on both. Sorry Mr Joyce but I will be attempting to contact your call centre against when I get back to Australia to get this corrected too.