Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[kaktusdigital]

It can take 24-48hrs to be re-ticketed.

Email [email protected] with your QFF number, they're actually okay with their response times these days (usually <24hrs for a response) and you should get your trip re-ticketed in a reasonable amount of time.

thank you! will email them asap!

 

[kaktusdigital]

So it seems i'm the latest victim. due to a 'technical glitch' the 'system' automatically cancelled my flight for an unknown reason. So it seems whatever issues Qantas is having, they're still not resolved. Of course now getting anything to anywhere during Christmas is super difficult.

wonderful.

anyone got a complaints email address for me instead?

 

[Mr H]

So it seems i'm the latest victim. due to a 'technical glitch' the 'system' automatically cancelled my flight for an unknown reason. So it seems whatever issues Qantas is having, they're still not resolved. Of course now getting anything to anywhere during Christmas is super difficult.

wonderful.

anyone got a complaints email address for me instead?

So the escalations team weren't able to help?

 

[MelbFlyer]

So it seems i'm the latest victim. due to a 'technical glitch' the 'system' automatically cancelled my flight for an unknown reason. So it seems whatever issues Qantas is having, they're still not resolved. Of course now getting anything to anywhere during Christmas is super difficult.

wonderful.

anyone got a complaints email address for me instead?

What? Sorry to hear about this.

I recommend to add something like "***URGENT***" in the email subject when you follow-up with them, that will usually get them to reply a bit quicker.

Everytime I've wanted to do a complaint, consultants ask me to lodge an enquiry via the online form.

I've done 5 of them and never received a response back.

 

[PineappleSkip]

So it seems i'm the latest victim. due to a 'technical glitch' the 'system' automatically cancelled my flight for an unknown reason.

Was this a partner award, i.e. QF award seats booked on a different airline?

 

[kdubz]

if you haven't emailed the escalation inbox, do it NOW. I have had it happen to me on a CX J award seat due to failure to reticket due to a flight time change, but they were able to bring it back. It took 48 hrs to get it all turned around.

 

[kaktusdigital]

So the escalations team weren't able to help?

unfortunately no reply yet.

Interestingly the guys at twitter/X got back to me, but were only as helpful telling me that "your flight seems to have dropped off the itinerary" and that.. "now there are no award flights left". Now they've gone silent, perhaps placed in the 'too hard' basket

Was this a partner award, i.e. QF award seats booked on a different airline?

this was originally
MEL-CNS-KIX (JQ)
KIX-TPE(CX)
TPE-MEL(CI)

if you haven't emailed the escalation inbox, do it NOW. I have had it happen to me on a CX J award seat due to failure to reticket due to a flight time change, but they were able to bring it back. It took 48 hrs to get it all turned around.

glad to hear they were able to help in your case . I fear after spending quite a bit of time with an agent on the phone they weren't able to find anything since its at the business end of the Christmas period

I ended up booking a mish mash of flights to get home instead. Not ideal, but also better than being stranded.

I'll try again with emphasis to get these flights re-instated. ***URGENT*** in the email subject seems like a decent idea!

Thanks for everyones suggestions so far!

 

[PineappleSkip]

Yes, this looks like another QF ticketing screwup. Hope the escalations team help. Pi55 poor.

 

[Must...Fly!]

Push push and push again. Force them to acknowledge the error. It should be very easy for QF to arrange ITM/KIX-HND/NRT-AU even if it requires releasing seats. Do NOT take no for an answer.

 

[Happy Dude]

Linking back to my saga in post 634, the messenger chat was slow but obviously deliberate, and ultimately successful. I've been credited with the kidnapped points (3 x tix). Oddly though, they credited 4 x tix then took one lot back. Hopefully smoother waters ahead for future sailing on the reward booking seas.

 

[kaktusdigital]

Linking back to my saga in post 634, the messenger chat was slow but obviously deliberate, and ultimately successful. I've been credited with the kidnapped points (3 x tix). Oddly though, they credited 4 x tix then took one lot back. Hopefully smoother waters ahead for future sailing on the reward booking seas.

did they comp you anything for the delay and runaround?

 

[Happy Dude]

did they comp you anything for the delay and runaround?

I didn't ask.

While it was a PITA then and also at the time of making the booking, we hadn't really suffered any loss other than anxiety for a few days when we thought that our tix might have been cancelled due to the apparent non-payment. Losing that flight would have resulted in massive disruptions to our future bookings, mostly other reward flights.

 

[Mr H]

did they comp you anything for the delay and runaround?

I am not aware of them ever doing this in response to call centre or booking agent failures

 

[1022]

I am not aware of them ever doing this in response to call centre or booking agent failures

They’d go broke overnight if they started compensating call centre screwups!!

 

[mbell1510]

Quick little question that I had not cared much about until now. Booked 2 x return domestic flights for next weekend and Qantas has only deducted points half of the points required. Manage booking says that it is still "processing", but is it worth following it up now or is likely to be solved before next Friday?

Would be the first time I've ever had trouble with reward bookings so sounds like it was only a matter of time.

 

[davidhes]

Hi all,

What’s the best way these days to actually get a rewards seat booking ticketed? Which number should I call to hopefully get someone to sort things out?

On Monday I booked a couple of Y redemptions to Tokyo on Qantas. An hour later realised I had to adjust the days slightly so called up the call centre. Everything seemed great, got through quickly and the lady was able to see availability on the days I wanted and moved my flights. Was meant to cost 5000 points and an additional $26 in taxes for some reason. The flights changed in the app straight away.

Fast forward a day and still hadn’t received a new itinerary and etickets. Called up again and they said the additional taxes hadn’t been charged so they need to put that through. An hour on the phone and supposedly that was all fixed. Another day later and still no etickets. Call yesterday arvo and jump through all the same hoops again. Spend an hour on the phone to be told it’s all resolved and just waiting to get through to the ticketing people and could they schedule a callback within the next 2 hrs when they’ve got through and got the tickets. Said ok. Surprise, no call back and no tickets.

I’ve been here before last year where redemptions all of a sudden just disappear from your account if they aren’t ticketed. Took months to resolve and all sorts of drama. Getting nervous already that we are heading down the same sort of road. I’ve emailed that redemptions email despite it being meant for partner airlines and I haven’t got an email back.

What else can I do guys? I keep just getting their overseas call centres as well. Is there a way to get the Tassy centre?

 

[Mr H]

Hi all,

What’s the best way these days to actually get a rewards seat booking ticketed? Which number should I call to hopefully get someone to sort things out?

On Monday I booked a couple of Y redemptions to Tokyo on Qantas. An hour later realised I had to adjust the days slightly so called up the call centre. Everything seemed great, got through quickly and the lady was able to see availability on the days I wanted and moved my flights. Was meant to cost 5000 points and an additional $26 in taxes for some reason. The flights changed in the app straight away.

Fast forward a day and still hadn’t received a new itinerary and etickets. Called up again and they said the additional taxes hadn’t been charged so they need to put that through. An hour on the phone and supposedly that was all fixed. Another day later and still no etickets. Call yesterday arvo and jump through all the same hoops again. Spend an hour on the phone to be told it’s all resolved and just waiting to get through to the ticketing people and could they schedule a callback within the next 2 hrs when they’ve got through and got the tickets. Said ok. Surprise, no call back and no tickets.

I’ve been here before last year where redemptions all of a sudden just disappear from your account if they aren’t ticketed. Took months to resolve and all sorts of drama. Getting nervous already that we are heading down the same sort of road. I’ve emailed that redemptions email despite it being meant for partner airlines and I haven’t got an email back.

What else can I do guys? I keep just getting their overseas call centres as well. Is there a way to get the Tassy centre?

If you are booked with QF then you have some comfort - they don't auto-cancel their own bookings and if they did, they could reinstate them without a need for other airlines to come to the party.

 

[davidhes]

If you are booked with QF then you have some comfort - they don't auto-cancel their own bookings and if they did, they could reinstate them without a need for other airlines to come to the party.

Ok that’s good to hear at least!

 

[encryptededdy]

In theory the same day no mistake policy should mean you shouldn't have had to pay the 5000pts change fee.

 

[davidhes]

So far the 5000 points haven’t been taken from my account. But honestly that’s the least of my concern. Just want the tickets confirmed. And to stop having to waste hours of my life.

Called again. Now the agents are getting even more unhelpful. All the latest one would do is “pass on the request to the appropriate team”. Claimed couldn’t transfer me to the appropriate team and told me to just wait as the tickets would be issued sometime in the next few months before we travel.

How are they still this useless!?! It was a simple date change! Within an hour of booking and with availability of seats! Just issue the tickets!!