Qantas Bookings not Ticketing?

[encryptededdy]

I've had multiple issues with Qantas bookings / changes not ticketing recently.

1. Yesterday Morning - Qantas changed my MEL to SYD flight in April from 20:00 to 19:30. No big deal, but this hasn't ticketed yet. Shows as pending in MMB, "Request Itinerary" on the website sends me the old ticket.
2. Last week - Qantas changed my PER to MEL flight due to a cancellation. The new changed flight still hasn't ticketed. Shows as pending in MMB, "Request Itinerary" on the website sends me the old ticket (with the cancelled flight)
3. This morning - Bought a cash flight to Adelaide for next weekend. Usually I find these ticket within a few minutes but it's been an hour and still hasn't ticketed. In fact, it doesn't even let me seat select ("your booking is still processing"). Card hasn't been charged yet either.

This means right now I'm waiting for 3 bookings (7 flights) to ticket to travel in the next Month.

Anyone else seeing this? Is my account just cursed or is Qantas's ticketing system very broken right now?

 

[Scr77]

I've had multiple issues with Qantas bookings / changes not ticketing recently.

1. Yesterday Morning - Qantas changed my MEL to SYD flight in April from 20:00 to 19:30. No big deal, but this hasn't ticketed yet. Shows as pending in MMB, "Request Itinerary" on the website sends me the old ticket.
2. Last week - Qantas changed my PER to MEL flight due to a cancellation. The new changed flight still hasn't ticketed. Shows as pending in MMB, "Request Itinerary" on the website sends me the old ticket (with the cancelled flight)
3. This morning - Bought a cash flight to Adelaide for next weekend. Usually I find these ticket within a few minutes but it's been an hour and still hasn't ticketed. In fact, it doesn't even let me seat select ("your booking is still processing"). Card hasn't been charged yet either.

This means right now I'm waiting for 3 bookings (7 flights) to ticket to travel in the next Month.

Anyone else seeing this? Is my account just cursed or is Qantas's ticketing system very broken right now?

Yes, this happening all the time. I’ve no idea what happens when you show up at the airport….

 

[JohnM]

It's a mess at present.

I had PER-DRW return flights in September that I'd bought as whY and upgraded.

The birds were subsequently downgraded to whY-only, with slight time changes. I accepted the changes and was able to make seat selections. But if I hit 'resend invoice', it still showed the old booking details, even a few days later.

My points were not automatically refunded, so I called on Monday and the agent did it manually.

A few hours later, a new updated ticket was emailed.

I checked on MMB and my seat selections had vanished, so I had to manually re-set them.

There seems to be a need to manually check everything at the moment.

 

[encryptededdy]

Well, the cash ticket I bought this morning finally ticketed, but the eticket came from [email protected], and didn't include the usual Qantas PDF, just the text printout? Can't say I've seen this before. Is this what the old booking system used to send?

Clicking "Send Itinerary" on MMB doesn't work (error), but the change/cancel options on MMB are now active and no longer say pending.

Has anyone ever had this happen to them?

Also I'm at the Airport right now and I should add the Qantas app is very flaky right now, and isn't showing my bookings or my electronic boarding pass. Might have to ask the lounge desk to print out my boarding pass.

 

[jrfsp]

What will happen if i head to the airport and flight hasn't been ticketed? Likely be told to phone the customer support no doubt...?

Been waiting for a call back for hours....the simplest of things like ticket issuing for a domestic flight

 

[jrfsp]

Qantas call centre has been updated "there is currently an issue with issuing etickets" please check later....

 

[Maki]

Something similar happened to me. I've managed to book a OWA online approx 48 hrs ago but haven't received the e ticket yet. Just when I thought I'll avoid the pain of dealing with the call centre, here we go again. I have tried calling thi afternoon, after waiting in queue for 3hrs12mins the call just disconnected. Oh, Qantas, after this OWA I think it's time to part ways.

 

[TheInsider]

Well, the cash ticket I bought this morning finally ticketed, but the eticket came from [email protected], and didn't include the usual Qantas PDF, just the text printout? Can't say I've seen this before. Is this what the old booking system used to send?

Clicking "Send Itinerary" on MMB doesn't work (error), but the change/cancel options on MMB are now active and no longer say pending.
View attachment 273424
Has anyone ever had this happen to them?

Also I'm at the Airport right now and I should add the Qantas app is very flaky right now, and isn't showing my bookings or my electronic boarding pass. Might have to ask the lounge desk to print out my boarding pass.

Not even issued by the call centre - it's been done by the BNE international sales desk... What a shambles.

 

[dylarr]

Well, the cash ticket I bought this morning finally ticketed, but the eticket came from [email protected], and didn't include the usual Qantas PDF, just the text printout? Can't say I've seen this before. Is this what the old booking system used to send?

Clicking "Send Itinerary" on MMB doesn't work (error), but the change/cancel options on MMB are now active and no longer say pending.
View attachment 273424
Has anyone ever had this happen to them?

Also I'm at the Airport right now and I should add the Qantas app is very flaky right now, and isn't showing my bookings or my electronic boarding pass. Might have to ask the lounge desk to print out my boarding pass.

These text itineraries from [email protected] are triggered manually by an actual human at Qantas. So the fact that you got this means that your booking from this morning has gone into some manual ticketing queue to be fixed, which someone has actioned, corrected, and sent the eticket details out to you.

 

[dylarr]

Not even issued by the call centre - it's been done by the BNE international sales desk... What a shambles.

Interesting - do you know if these staff are airport based? (and if so how they are doing ticketing if all the sales and ticketing desks are closed).

I had some bookings that the call centre couldn't ticket a few weeks ago and was placed in the manual queue. It was the same sender (Brisbane International Airport) that I received my Amadeus e-ticket and itinerary e-mail from when the issues were fixed. Seems like they have been fixing lots of ticketing issues recently.

 

[dylarr]

What will happen if i head to the airport and flight hasn't been ticketed? Likely be told to phone the customer support no doubt...?

I haven't had this happen before, however I'd assume with no staff at the airport capable of ticketing you'd want to hope to hell the airport staff can get someone who can handle ticketing on the phone before your flight closes for check-in, otherwise enjoy the "GFY" from QF as you watch your flight depart (without you).

It's an eventuality I'm sure the geniuses who closed ticketing and sales desks thought about, but just don't care.

 

[Zanzara]

I haven't had this happen before, however I'd assume with no staff at the airport capable of ticketing you'd want to hope to hell the airport staff can get someone who can handle ticketing on the phone before your flight closes for check-in, otherwise enjoy the "GFY" from QF as you watch your flight depart (without you).

It's an eventuality I'm sure the geniuses who closed ticketing and sales desks thought about, but just don't care.

Probably got a bonus for saving $ in the short term or promotion !

 

[jboy90]

Have the same issues across multiple bookings. A lot of time is spend on the line to Qantas, eating up time that's just unnecessary. Am awaiting 2 tickets currently.... Just resolved one for flights this week, but Qantas didn't send me new ones - I had to call and wait for 2 hours on the phone to get them.

 

[Maki]

I'm waiting in queue to get Cantas to ticket my booking, this is my personal best, now passed the six hour mark waiting.This sucks

 

[Maki]

So, for those interested, and those going through similar pain here's an update. At 6hr48min the call got answered by a call centre minion. We spend 2 mins identifying me and after I asked about the eticket he said there's a note on the booking to contact the helpdesk and he'll talk to them and call me back. I thought there goes another 7hrs wait time down the drain. 45 mins later my phone rings and it's my favourite minion. He starts explaining that they went through the booking and that what i was quoted was wrong. Alarm bells are going off for me at that stage!!What quote? That's your freaking system and it's OWA that's capped, for what else do you want to stitch me up? Then he clarifies that $ deducted were right but points were wrong. Then I ask what's the difference and he said they are calculating. The I go into attack mode with rapid fire questions that leave him more confused. Before he puts me on hold again I ask him if he or ppl fixing the booking know what OWA is and that it's capped at 318k per person for J. He still keeps talking about my balance and how it should suffice. Then I'm back on hold listening to Qantas tunes. Clearly he knows jack all but I hope things got lost in translation between him and the person he's talking to.
15 minutes later off hold he confirms all fixed and I should get my ticket 24-48hrs. Any difference in points? No. Dafaq!? Now I'm waiting for the ticket or a surprise point deduction or something else.Jeezus, Qantas definitely takes the Penske file award!

 

[Mattg]

What will happen if i head to the airport and flight hasn't been ticketed? Likely be told to phone the customer support no doubt...?

Yep. This happened to me last year:

Qantas Airport Service Desk Closures Disastrous

Qantas announced last year that it would close airport service desks and sales counters as part of a cost-cutting drive. Many Australian frequent flyers

www.australianfrequentflyer.com.au

The airport staff literally couldn't do anything until my booking was ticketed, other than give me a phone number to call. (And you guessed it - nobody answered the phone.)

 

[kreuky]

been trying to get a booking ticketed (award) since early Feb...called 4 times already and every time told it would be ticketed in 24hrs. Most recent was a few days ago. Guess what? Nothing has happened.

 

[Maki]

been trying to get a booking ticketed (award) since early Feb...called 4 times already and every time told it would be ticketed in 24hrs. Most recent was a few days ago. Guess what? Nothing has happened.

Don't tell me that!! Now I have zero confidence that my ticket is going to be issued at all. How do we move the needle on this one? What can I do that's going to benefit the broader group that are in the same boat? Raise a complaint? Kick Joyce's door down?

 

[Zanzara]

Surprised no one impacted has raised this with a group such as Choice, ACCC or the Airline Consumer Advocate ACA web page

 

[Maki]

Surprised no one impacted has raised this with a group such as Choice, ACCC or ACA ACA web page

That's it! I'm onto it! Thanks.