OWA "Schedule Change"

[Appletiser]

Booked a OWA RTW booking in J in March this year. Due to a few involuntary changes, my latest e-tickets for this booking were dated as recently as early September.

Today I was perplexed to find that two crucial long haul segments with CX and QR had dropped off the booking. Based on the experience of others in this forum, I surmise that this was the result of a failure by QF to re-ticket the booking following the below "schedule change" made 5 days ago (which I thought to be an erroneous notification at the time given the nature of the "change").



The QF call center indicated that they will request for the flights to be reinstated, but given the experience of others, I am prepared for a long fight ahead.

Lesson learned for all reading: ensure QF issues new tickets in a timely fashion for all schedule changes (no matter how minor).

 

[hanrahs]

Looks like the same think happened to me, received an email yesterday notifying a change on the third leg - only change was the flight number - went to look at the booking today and the first two and the last two leg which were all on CX are missing. probably called about 15 or so time today but keep getting Manila and Fiji which are no help so far

 

[Nitro6333]

Sit back and enjoy the journey
The good news is these changes have been automatically updated and you don’t need to do anything! OMG OMG OMG! how hard is it to reissue a dam ticket!

I feel your pain just going through the same nightmare atm!

 

[Nitro6333]

Some things you can try
If you call and get FIJI (ask) HUCA
If they try to tell you have to call CX or QR to reinstate the flights HUCA
txt, email, leave messages repeatedly to any number you can to try and get a call from HBA
PM me if you’re having long wait times to get through I have some front of the que numbers that will speed up the repeated calls to get someone half intelligent
turn off your caller id or the ones you HU on will repeatedly call you back

 

[levelnine]

Yes, if you get notification of a booking change and don't receive a new e-ticket within 30-60 minutes, you need to get on the call centre ASAP and do not stop until you get a new e-ticket.

 

[Nitro6333]

Yes, if you get notification of a booking change and don't receive a new e-ticket within 30-60 minutes, you need to get on the call centre ASAP and do not stop until you get a new e-ticket.

I tried that made 15 call in the space of 8 hrs to try and get the new ticket unfortunately CX cancel in less than 12 hrs

 

[levelnine]

I tried that made 15 call in the space of 8 hrs to try and get the new ticket unfortunately CX cancel in less than 12 hrs

At least you did everything you could. Unfortunately, you cannot unilaterally fix Qantas' incompetence.

 

[AndyC1970]

It is so bad that this is still happening. What is wrong with QF systems that this is still an issue? I am currently 'in the queue' for re-ticketing of AY Narita - Helsinki flights lost due to QF's incompetence. Two weeks later, still waiting. I don't have the energy to battle the call centre. My complaint to the complaints email was responded - please call 131313! Talk about salt in the wound as they are the ones that removed the flights from my booking.

 

[offshore171]

OWA would appear to be non viable at present

Just Too unreliable

 

[Appletiser]

It is so bad that this is still happening. What is wrong with QF systems that this is still an issue? I am currently 'in the queue' for re-ticketing of AY Narita - Helsinki flights lost due to QF's incompetence. Two weeks later, still waiting. I don't have the energy to battle the call centre. My complaint to the complaints email was responded - please call 131313! Talk about salt in the wound as they are the ones that removed the flights from my booking.

Others in the forum appear to have had success with resolving ticketing issues when contacting Qantas' Chief Customer officer directly. e.g.: Ticketed Qatar Flights Disappeared

This is the action I'll be taking if my flights are not reinstated within timeframe quoted by the call centre (3-5 business days).

 

[Nitro6333]

Others in the forum appear to have had success with resolving ticketing issues when contacting Qantas' Chief Customer officer directly. e.g.: Ticketed Qatar Flights Disappeared

This is the action I'll be taking if my flights are not reinstated within timeframe quoted by the call centre (3-5 business days).

you’ll need to send more than 51 emails as I’ve had no response at 50

 

[Appletiser]

UPDATE: Yesterday, after getting nowhere with the call centre for the past week, I decided to just ask Qantas to replace the auto-cancelled flights with alternative flights (although necessitating a significant change to the itinerary).

While waiting for this new itinerary to be ticketed, my last valid (dated 14 Sep, flights were auto-cancelled around 25 Sep) etickets have reappeared on the PNR, although they only appear linked to the first segment of the booking (which had remained unchanged).

Clearly the flights now on PNR are now completely different from these e-tickets.

Am I right to assume that this is a result of a manual processing error by the ticketing team? Or has Qantas managed to the retrieve the auto-cancelled flights and revalidate the original ticket?

 

[hanrahs]

Haha, I ended up doing almost the exact same thing today, significant changes that aren't as suitable, but at least we have tickets for our flights again - The person I eventually got hold of that was able to help was actually pretty great - we are also fairly lucky that we could change dates and the city we fly into fairly easily.

She also could tell exactly what had gone wrong and how - manual ticketing error (made by the Hobart staff originally so they also get it wrong sometimes)

Took me about 40 calls trying to get hold of Hobart, not once did I get through, in the end I finally got the call back prompt and 10 mins later Hobart called me.

She also said they are losing CX and QR from bookings fairly regularly and also a few JAL flights lately - so anything manually ticketed keep an eye on especially if you receive this email.

"Sit back and enjoy the journey
The good news is these changes have been automatically updated and you don’t need to do anything!"