QANTAS security breach-2 separate flights were cancelled without Authorisation by my ex-husband through his QFF Account on-line.

[Trudie22]

I had the situation of having split a booking (which I couldn’t do online) involving a friend whom I fell out with and myself that QF would NOT refund his ticket paid on my credit card without HIS Authorisation.
That was a difficult moment and at least he came to the party and gave QF that authorisation.

I can well imagine someone cancelling in spite given the circumstances. It’s all very well to give someone the benefit of the doubt - that said, probably splitting the tickets and cancelling only his was the least of the OP concerns even if it was the most practical solution.

Reinstating a cancelled reward ticket is probably the key issue here now going forward.

He cancelled both bookings, including my tickets. No one should be able to cancel another persons booked ticket!

 

[Trudie22]

Yes it is, because it demonstrates the agency that a passenger has over their own ticket, that you don't seem to think exists. Hence why it is a thought experiment and not an analogy of your current situation, because if you took the time to think through the scenarios you would need to concede that the passenger does not need to seek permission to undertake these changes

I disagree. QANTAS refuse to allow changes on a booking without documentary authorisation from the ticket holder when contacted via the call centre. The same policy and protocol should apply on-line as does via communication through the call centre.

There should be at the very least…a security verification process incorporated on their on-line platform to prevent unauthorised cancellations of entire bookings, including cancellation of the booking owners ticket!

I have been penalised financially and through points loss by QANTAS as a result of his actions. This is grossly unfair, and not conducive to good customer service standards of practice.

Where are the security measures for my ticket?

I did not want my tickets to be cancelled! I am out of pocket now because of this, and QANTAS are responsible for this!

 

[Trudie22]

I think splitting it regardless of how its PNR is reallocated (there will be a new one generated with the split) removes this happening. They won’t remember the original.

I’m sorry to hear your issues and having a son go through similar, it’s just a coughty process. My go to statement to my son is ‘well this is why you aren’t married to them anymore”

Perhaps he didn’t realize that he was cancelling both by cancelling his? And agreeing with others this isn’t a Qantas issue.

He knew full well that he was cancelling both tickets when he chose to cancel 2 flights I made for 2 different bookings.

He also knew I would be docked 12,000 points for the cancellation of the December flight.

He is an abusive person who wants to continue to have control of everything, and did this out of spite because the Police put a protection order on him for domestic violence, which is not just physical btw. He believes that I put the order on him.

He is an evil person intent on inflicting damage in any way possible and has no remorse or conscience. Financial abuse is also a form of domestic violence, as is coercive control. He has perpetrated financial abuse through cancellation of these flights.

 

[markis10]

disagree. QANTAS refuse to allow changes on a booking without documentary authorisation from the ticket holder when contacted via the call centre. The same policy and protocol should apply on-line as does via communication through the call centre.

Rubbish, where does it say that in the conditions of carriage?

I did not want my tickets to be cancelled! I am out of pocket now because of this, and QANTAS are responsible for this!

No Qantas are not liable, you failed to be proactive in responding to changes in personal circumstances of which Qantas had no information on. When you made that booking you had a contract that is a partnership with Qantas, you have not informed Qantas that the partnership has dissolved yet you expect them to be liable regardless.

Try and learn the lesson and start to be proactive in minimising any future losses across your entire life., and get a good lawyer if you can afford it. Best wishes, life will get better, don’t sweat the small stuff.

 

[33kft]

That would make separating a booking difficult. Even if you took the earlier advice to split the booking you would not have been protected from vindictive cancellation. See the following from Qantas's website:

"When you separate passengers from a booking, they may retain a record of the original booking reference, and they will be able to make changes to that booking. To obtain a new reference for the original booking, contact your local Qantas office."

You would have needed to both split the PNR and move your existing booking to a new PNR to avoid this. As much as there has been a financial impact, you are in a position where a rebooking now is entirely protected from any access as long as the new PNR isn't disclosed. There is also the offset of one less ticket to rebook to factor into any loss calculation.

Sounds like a tough situation and I apologise if my previous responses were abrupt, the point remains that this is entirely normal for an airline booking system but it doesn't make it any less unfair on you, I think the blame is misplaced here as it lies with the individual if they are going out of their way to use their ability to manage the booking to disrupt your plans. The simple fact is that Qantas doesn't carry the liability for your ex partner sabotaging your plans and you should place the blame where it belongs.

 

[muppet]

…. I think the blame is misplaced here as it lies with the individual if they are going out of their way to use their ability to manage the booking to disrupt your plans.

Agreed @33kft, if the OP is seeking reinstatement of their financial position its best they pursue it with their ex (although I fully realise that may not be realistic given the situation).

I actually think I recall some declaration or tick-box that you acknowledge you are cancelling on behalf of all pax or something to that effect.

 

[CaptJCool]

Pity this isn’t Qantas itself
However helpful it might be

Support for domestic and family violence

Find help if you’re experiencing domestic and family violence, including financial abuse.If there is an immediate threat to your safety call 000. What is domestic or family violence? Family viol…

support.qantasmoney.com

Then there’s this

Help and Support | Qantas

help.qantas.com

 

[elanshin]

There is no documentation needed during a call centre either. They will ask if said person (who is on the booking) has authority to act on behalf of the other person and will ask them to be able to identify them with a few details. I have made hundreds of changes now for myself and partner on the same bookings and thats the norm.

All passengers have access to their own booking details regardless of who booked or paid for the flight. This is neither new nor a strange thing. In fact, the majority of people prefer it in this manner so that you can make adjustments or fill out details when you're not the one that made the booking for a variety of legitimate reasons (seat selection, meal selection, passenger detail, last minute changes etc). You nominate a primary point of contact, however they are not the only person with authorisation.

Unfortunately Qantas at that point doesn't need to contact you again nor do they know of your situation as "someone with authority to act" has decided to cancel the ticket.

The other thing of note here is that you're accusing Qantas of misconduct and if you had gone into the call demanding resolution to a "security breech", regardless of how the situation is the person on the other end will be highly defensive and unwilling to cooperate very much. This is a fraud situation rather than a security breech, however also note that at this point in time QF has been massively dragged through negative press for the actual cybersecurity breech and call centre staff would have been told how to respond to terms like "security breech".

If you had framed it in a manner such that your partner has acted fraudulently, without your authorisation and explained the situation with documentation from your end, you may find that they may have a different reaction and response.

Ultimately, I'm sorry that this has happened to you and that it would be an extremely stressful time overall. I do hope that you can get a positive resolution from this overall.

 

[CaptJCool]

Found these snippets from Conditions of Carriage and

 

[MEL_Traveller]

I don’t really understand how 14.3(c) would actually work!

If a company pays for a ticket, and the employee doesn’t fly, the company can’t get a refund unless the employee provides written consent? And other equally baffling scenarios.

But even so, this wouldn’t be a security breach, it would be potential breach of contract I would have thought.

 

[DAC1]

If a company pays for a ticket, and the employee doesn’t fly, the company can’t get a refund unless the employee provides written consent? And other equally baffling scenarios.

We had this issue last year. Booked a (very expensive international J) ticket for an employee. Employee got moved on. Employee did not give consent for the cancellation and refund. Employee kept the benefit of the ticket.

 

[MEL_Traveller]

We had this issue last year. Booked a (very expensive international J) ticket for an employee. Employee got moved on. Employee did not give consent for the cancellation and refund. Employee kept the benefit of the ticket.

Wow, that’s insane!

 

[TheInsider]

We had this issue last year. Booked a (very expensive international J) ticket for an employee. Employee got moved on. Employee did not give consent for the cancellation and refund. Employee kept the benefit of the ticket.

Benefits of booking through a TA then?!

 

[Pushka]

No one should be able to cancel another persons booked ticket!

But I do this all the time and did so just this afternoon. In this instance though it is for his benefit.

 

[DAC1]

Benefits of booking through a TA then?!

Yep… we now have a TA…

 

[justinbrett]

I did not want my tickets to be cancelled! I am out of pocket now because of this, and QANTAS are responsible for this!

Again, with all the sympathy that your situation deserves, however this is you ex-partners actions, not the airline.

I don’t understand why you would want to travel with him. And from his POV, wouldn’t he be in breach of his court order if he did travel with you? I completely understand why he would cancel his travel - and equally don’t understand why you did not. That being said, I’m sure there’s more to the story and you’ve got a lot of other factors at play, which is understandable. I just think you had a fundamental misunderstanding of how airline bookings work.

 

[MEL_Traveller]

Again, with all the sympathy that your situation deserves, however this is you ex-partners actions, not the airline.

I don’t understand why you would want to travel with him. And from his POV, wouldn’t he be in breach of his court order if he did travel with you? I completely understand why he would cancel his travel - and equally don’t understand why you did not. That being said, I’m sure there’s more to the story and you’ve got a lot of other factors at play, which is understandable. I just think you had a fundamental misunderstanding of how airline bookings work.

The OP is not complaining that their ex is not travelling.

The complaint is that the ex, who did not pay for the tickets, was able to cancel all tickets on the booking, including the OP’s, which she still wants to fly, solo.

The complaint is that there are that no controls in place to prevent this happening, or alert that this has happened.

 

[justinbrett]

The OP is not complaining that their ex is not travelling.

The complaint is that the ex, who did not pay for the tickets, was able to cancel all tickets on the booking, including the OP’s, which she still wants to fly, solo.

The complaint is that there are that no controls in place to prevent this happening, or alert that this has happened.

I understand the complaint - but as far as I can tell they are bookings for both of them.

What I don’t understand is why action had not already been taken to not travel together. Even just splitting the bookings may still have been in contravention of the protection order (we don’t have the details, and rightly so). Similarly, cancelling his seats, we might have got a thread from him instead with a similar complaint.

It’s just an awkward situation that unfortunately has to be resolved by individuals. It’s not up to the airline to adjudicate.

 

[Mwenenzi]

The OP is not complaining that their ex is not travelling.

The complaint is that the ex, who did not pay for the tickets, was able to cancel all tickets on the booking, including the OP’s, which she still wants to fly, solo.

The complaint is that there are that no controls in place to prevent this happening, or alert that this has happened.

As far as airlines are concerned the passenger/passengers are the client. Who-how paid irrelevant. Payer does not have any extra rights.
With 2 or more passengers in a PNR the airlines take the view that any passenger with PNR & surname can change online. All pax equally responsible. If the passenger gives/allows others to know the surname and PNR those people can change booking., That is the passenger's lack pf security. Not the airlines. Qantas is no different to any (all?) other airlines in this method of reservation changes
No-one is agrees with the OP.
A very unfortunate personal situation.

 

[MEL_Traveller]

As far as airlines are concerned the passenger/passengers are the client. Who-how paid irrelevant. Payer does not have any extra rights.
With 2 or more passengers in a PNR the airlines take the view that any passenger with PNR & surname can change online. All pax equally responsible. If the passenger gives/allows others to know the surname and PNR those people can change booking., That is the passenger's lack pf security. Not the airlines. Qantas is no different to any (all?) other airlines in this method of reservation changes
No-one is agrees with the OP.
A very unfortunate personal situation.

I have some sympathy with the OP.

Banks and credit cards separate out the primary and secondary card holders, with the primary having more a control over the account. You could have the primary (paying) and secondary passengers in a booking.

If hotels followed the same logic as airlines, imagine if a single employee was able to cancel the reservations of the whole company going away for a conference.

Airlines do have it both ways. If you book through a travel agent, the airline won’t touch the booking. Yet here the OP has paid, but they’re are willing to deal with the person who has not, and give that person full control.

Airline practices are often outdated, and it doesn’t make them ‘right’.