Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[elanshin]

Perhaps QF could add an option for reticketing to their telephone rotary options and route these calls directly to AKL (and maybe HBA) as they appear to be the only locations capable of correcting the errors their other call centres create.

Years ago I had a first class reward re-ticketed into economy and was all but called a liar by the Sth African call centre who were unable to receive emails so I could not send them the first class ticket I held before QF stuffed the booking. Ultimately, I had no choice but to cancel and rebook in business.

A couple of days ago another re-ticketed reward booking went into QF limbo because the person re-ticketing the booking created an error. After not re-ticketing within 24 hours I called back and after an hour on hold was told the AKL Dealing Team had been contacted and would re-ticket the booking within the day, which fortunately happened.

I can't help but wonder how many pax show-up to the airport with their original ticketed booking to learn it did not re-ticket and they no longer hold a valid ticket. Similarly, how is it reasonable to expect the individual to monitor this when the QF website shows the updated (but non-ticketed) booking? QF should be addressing re-ticketing issues in real-time and not require its customers to understand and troubleshoot their systems when many of their own call centres cannot.

The main reason for HBA/AKL is because that's where the ticketing happens. The SA call centre would pass it to this team.

But even then they sometimes have problems with complex itinerary like OWA as it sometimes needs to be manually calculated.

 

[HSB44]

But I though Vanessa was going to fix everything?

#turnthepage
#makeqantasmediocreagain

 

[sonjabella71]

But I though Vanessa was going to fix everything?

#turnthepage
#makeqantasmediocreagain

Empty promises unfortunately

 

[DrGear]

I still get nightmares thinking about the hell we went through this year with the reticketing nightmare. I really hope they get their stuff sorted.

I had to do another change for our flights in March and was dreading it again. Thankfully it got dealt with in a relatively timely manner but I was still gritting my teeth awaiting the new tickets.

 

[DC3]

But I though Vanessa was going to fix everything?

And so did those fellow-AFFers who waxed lyrical about the wonderful Vanessa in the early days.

 

[ersap]

Hi everyone, I came across this forum as we are going through the same issue. Unfortunately this issue still persists.

We made changes to our booking via Qantas call. A month later we found out the Cathay Pacific flight disappearead without any notice. Our points were not even credited back. Calling Qantas customer service several times and was told they will reinstate the flight within 10 business days. Two weeks later still no news. We have contacted the email address for the escalation and was told that the reinstatement was declined because the issue was with our credit card so they cannot help us. This is very ridiculous. Our credit card works fine with so much limit. No one even contacted us to get payment details again if credit card is really the issue. We are unable to book other classic reward flights around the planned date. This is very concerning and poor customer service, not mentioning it is dishonest act taking our points and not returning them at all after cancelling the flight without notice.

 

[HSB44]

Hi everyone, I came across this forum as we are going through the same issue. Unfortunately this issue still persists.

We made changes to our booking via Qantas call. A month later we found out the Cathay Pacific flight disappearead without any notice. Our points were not even credited back. Calling Qantas customer service several times and was told they will reinstate the flight within 10 business days. Two weeks later still no news. We have contacted the email address for the escalation and was told that the reinstatement was declined because the issue was with our credit card so they cannot help us. This is very ridiculous. Our credit card works fine with so much limit. No one even contacted us to get payment details again if credit card is really the issue. We are unable to book other classic reward flights around the planned date. This is very concerning and poor customer service, not mentioning it is dishonest act taking our points and not returning them at all after cancelling the flight without notice.

Try using social media to complain And try to get someone to assist

 

[ChrisMars]

Try to contact qantas via facebook. It may be helpfull. Be specific.
Also, could the cx flight be somehow replaced by a qf flight? Qantas might open up a seat on its own metal to fix the issue, if so ask for this. Good luck, not fun.

 

[PaulyB]

Yes agreed - FB worth a go for sure. Been there - had that pain. Go well

 

[I love to travel]

Your points should have been refunded in any case so don't give up until you at least have those back

 

[MEL_Traveller]

Hi everyone, I came across this forum as we are going through the same issue. Unfortunately this issue still persists.

We made changes to our booking via Qantas call. A month later we found out the Cathay Pacific flight disappearead without any notice. Our points were not even credited back. Calling Qantas customer service several times and was told they will reinstate the flight within 10 business days. Two weeks later still no news. We have contacted the email address for the escalation and was told that the reinstatement was declined because the issue was with our credit card so they cannot help us. This is very ridiculous. Our credit card works fine with so much limit. No one even contacted us to get payment details again if credit card is really the issue. We are unable to book other classic reward flights around the planned date. This is very concerning and poor customer service, not mentioning it is dishonest act taking our points and not returning them at all after cancelling the flight without notice.

Is there a charge in your credit card for the booking?

 

[tuck]

Not the same exact issue but, the same useless OS call centre staff who have overcharged me for taxes on a OneWorld BC reward. We have made three changes/additions to our trip and on the third and fourth change, they have miscalculated. The The final E-ticket states around $1900 but they have charged a total of $2800 to my credit cards. I have made numerous calls, spoken to THREE "supervisors" who could not resolve it and promised a call back in 24 hours but never did. I have tried Qantas complaints system but they refuse to assist, after taking 12 days to respond, because we havent taken the trip yet!!!! They advised me to call the same people who stuffed it up and don't call me back. It has been around 6 weeks now, and I have not gotten anywhere. I have lodged a complaint with ACA but now waiting up 11 weeks for a rsponse from the toothless tiger. WTF do I do?