Points not deducted. Should I be worried.

gidxg03

Intern
Joined
Apr 26, 2019
Posts
77
Booked a Qantas award with Finnair and Emirates. Fees have been charged and seats have been ticketed but Qantas still haven't taken the points. I called them several times last week but the SA call centre are useless and I’ve still not managed to sort the issue. Should I be worried and should I keep calling?
 

RooFlyer

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Nov 12, 2012
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20,393
Qantas
Platinum
Not sure what you mean by "seats have been ticketed". Have you received an e-ticket?

Yes or no, I'd keep calling, and soon. Other airlines may cancel the booking if not ticketed pretty soon.
 

Matt_01

Established Member
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Mar 12, 2016
Posts
4,006
I have read post similar in the past about been bookings made on the QF site. Some assume it has been ticketed as the booking appears in the QF flight list. If you check the EK flight in QF there should be the EK PNR, if you use this on the EK flight and you cannot select seats it is most likely it has not ticketed correctly. Also when you say the fees have been charged, have they been actually charged to your CC or are they pending, depending on how the CC provider displays charges it may be difficult to determine. Do you have email from QF with a ticket attached starting with 081 and the flights listed under that flight number.
 

gidxg03

Intern
Joined
Apr 26, 2019
Posts
77
I have read post similar in the past about been bookings made on the QF site. Some assume it has been ticketed as the booking appears in the QF flight list. If you check the EK flight in QF there should be the EK PNR, if you use this on the EK flight and you cannot select seats it is most likely it has not ticketed correctly. Also when you say the fees have been charged, have they been actually charged to your CC or are they pending, depending on how the CC provider displays charges it may be difficult to determine. Do you have email from QF with a ticket attached starting with 081 and the flights listed under that flight number.
I used a debit card and Qantas have taken the fees. We were able to book the seats on the manage my booking page one the Qantas website. When I try to manage the booking on the emirates site I am able to see the seats selected on the Qantas site but it won’t let me make any changes I get the following message:

Update email address​

You must add an email address to this booking in order to manage your booking.

I update my email address and then get an error saying sorry there was a problem adding this email address. However on the Finnair site I’m able to book seats etc without any errors.
 

Matt_01

Established Member
Joined
Mar 12, 2016
Posts
4,006
Yes we have an e-ticket (beginning 081).
If you have a ticket beginning in 081 with the flights listed there should be no issue. Last weekend I added some MH flights to an existing booking fees were adjusted and a new ticket issued. The new ticket did not display the MH flights, this weekend I noticed that the points had not been deducted from my QF account however on the MH website indicated the flights had ticketed. I called QF to enquire as to why the points had not been deducted was informed someone (in QF) had not followed the process correctly. The agent made some changes and the points were deducted almost immediately. Depending on your comfort level I would agree with @RooFlyer and give QF a call.
 

Matt_01

Established Member
Joined
Mar 12, 2016
Posts
4,006
I used a debit card and Qantas have taken the fees. We were able to book the seats on the manage my booking page one the Qantas website. When I try to manage the booking on the emirates site I am able to see the seats selected on the Qantas site but it won’t let me make any changes I get the following message:

Update email address​

You must add an email address to this booking in order to manage your booking.

I update my email address and then get an error saying sorry there was a problem adding this email address. However on the Finnair site I’m able to book seats etc without any errors.
Without knowing all the detail my gut feeling is that EK sector has not ticketed correctly if at all. EK will use a different PNR and if you cannot update your details I suspect you will run into problems in the future. I am pretty sure AY use the same booking engine as QF or integrated to work with other OW carriers.
 

gidxg03

Intern
Joined
Apr 26, 2019
Posts
77
Without knowing all the detail my gut feeling is that EK sector has not ticketed correctly if at all. EK will use a different PNR and if you cannot update your details I suspect you will run into problems in the future. I am pretty sure AY use the same booking engine as QF or integrated to work with other OW carriers.
The Qantas site listed the PNR to login to the EK site and from this I can login but keep getting the email pop up. It makes sense what you are saying about Finnair as we've no issues managing the booking on their side.

Other issue I have seen (may not be an issue) is the e-ticket is issued as text within the body of an email (from "Qantas Airways Contact Centres" [email protected]) where as all other tickets we have been issued have been on a PDF attached to an email. However E-Ticket number is listed along with flight details and charges.

I'll ring Qantas again..
 

RealtimeY

Junior Member
Joined
Feb 25, 2020
Posts
46
I'm in a somewhat similar situation. E-ticket email received with both legs, but

MEL-SYD on QF: taxes charged, points not deducted
SYD-SIN on BA: taxes charged, points deducted

Is this something I'd best confirm with Qantas?
 

gidxg03

Intern
Joined
Apr 26, 2019
Posts
77
Called Qantas and got the offshore call centre again. Was told everything has been ticketed correctly and even quoted the log number for the points was 009 - he said it is 000 when points haven't been taken. Said the points will be taken any day now. Do I believe them?
 

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