Qantas stuff up with booking - rectified by good luck

[straitman]

Another non story argh

A primary purpose of AFF is to share information which is what the OP has done here. No big rant, whinge dummy spit or anything else just some facts that highlight a potential problem that could effect any or all of us.

Having a flight approx every 4 days for the next 3 months I might go and check them all.

 

[JohnK]

But I shudder to think what would have happened had I not checked my booking and just turned up at the airport Monday and been told I was booked for Tuesday. I am really surprised this happened obviously but also that there's no notification of an upgrade or that the system didn't spit out a 'your flight has changed' email. Seems like it was human error. I hope it was and not a system issue. Mistakes happen but if it's a system issue that's a wider problem.

Some random, or lower status, passenger would have been downgraded?

Having a flight approx every 4 days for the next 3 months I might go and check them all.

I am checking regularly now. Seat selection issues, aircraft substitutions. Luckily I have picked some of these up before they became an issue for me.

 

[kermatu]

For those interested, I have had some feedback from Red Roo through PM and one discussion with a customer care agent.

The response and the fact I was called twice (but missed the first call) is very much appreciated.

- Confirmed the mistake was human error but a system problem as well (presumably failure to stop it or notify me).
- Had I shown up at the airport on my expected day of travel, the check-in agents would have been able to fix. (I don't doubt this, but there has to be a risk of the plane being full, or the upgrade no longer being available, my preferred seat gone etc etc. At minimum, huge upset for me and big hassle for the check-in agent.)
- Feedback and discussions had with relevant area that made the error.
- I asked about notifications of upgrades, given mixed responses to this post - these apparently should happen so this is a problem. Think it will be looked into. There could be a range of issues (wrong number or problems with the entry in the system, particularly involving overseas travel etc, or again, human error).
- My flight has posted as zero SCs and zero points. Assured this will be addressed next week. Presumably just to J levels as entitled, but here's hoping for another human error...

All up, I have no problem it was a mistake and certainly it was fixed. But only because I checked, so that's the take-out for me to keep a regular eye. I can't imagine this is a regular issue though. No apology but the 'inconvenience' was acknowledged. But I do greatly appreciate the agent that fixed the problem, Red Roo's offer of help and initial response, and the chat directly with a customer care agent.

And thanks to most of the posters here for advice and supportive comments re the purpose of the story and indeed of this forum.

Cheers.

 

[pagingjoan]

Must confess to being something of a compulsive checker of flight details - but will be even more so, after reading of your experience, kermatu.

Thanks for reporting and best of luck with having (at least) the appropriate SCs and points post correctly.

 

[kermatu]

Sadly, no human error on the points adjustment. I'm outraged.*

* a real non-story.

 

[pagingjoan]

Sadly, no human error on the points adjustment. I'm outraged.*

* a real non-story.

DRAT!
You should start a new thread on that aspect.

 

[Davidjseidel]

Now for my stuff up story.
happened just now, checked my bookings for today's QF2 5/11
NOTHING THERE
it was there yesterday upgrade request place weeks ago
rang Qantas, no booking for me today at all
further looking they found my booking has been put in credit
euphemism for cancelled?!
further waiting and then I am told it was cancelled by someone yesterday 4/11
someone?
I can only imagine arriving at Heathrow with all my luggage and finding that no check in no booking.
eventually my ticket is re instated with apology but no explanation in fact more a suggestion that I must have cancelled it online myself
Why would I? I did enter my APIS as asked that's all
can this lead to my ticket being cancelled online?
one more thing
I imagine the process of upgrade allocations is affected by my booking being non existent?
where do I stand?
anyone had this happen before
SCARY

 

[kermatu]

Did you enter the APIS info in the last 24 hours?

Now for my stuff up story.
happened just now, checked my bookings for today's QF2 5/11
NOTHING THERE
it was there yesterday upgrade request place weeks ago
rang Qantas, no booking for me today at all
further looking they found my booking has been put in credit
euphemism for cancelled?!
further waiting and then I am told it was cancelled by someone yesterday 4/11
someone?
I can only imagine arriving at Heathrow with all my luggage and finding that no check in no booking.
eventually my ticket is re instated with apology but no explanation in fact more a suggestion that I must have cancelled it online myself
Why would I? I did enter my APIS as asked that's all
can this lead to my ticket being cancelled online?
one more thing
I imagine the process of upgrade allocations is affected by my booking being non existent?
where do I stand?
anyone had this happen before
SCARY

 

[Davidjseidel]

Yes possibly was yesterday, I never have done that before
I just followed what it asked for

Did you enter the APIS info in the last 24 hours?

 

[kermatu]

Not that it should be the cause, but might explain why they think your actions of some sort contributed to the matter.

Given, AFAIK, upgrades depend on status levels and the time of the request, you may be disadvantaged - unless your booking already shows an upgrade request? If so, it probably registers as the original date.

Nothing I can suggest other than see if Red Roo or QF customer care can assist post your flight.

 

[Davidjseidel]

Yes I asked what happens with my upgrade request and she said it had to be re requested and I point out that time of the request affects the process, she said she didn't think so. Kind of just wanted me off the line I think ...... I asked her to check and she later said yes perhaps I was right, but could only try to reinstate the request and predate it.
Sounds dodgy to me!
and anyway if the upgrades were being done my booking didn't even exist for a day anyway.
i feel I have Buckleys hope on this one.
The point is I am disadvantaged but also how does a booking just go into credit as they put it?
Into the ether......
hoping RED ROO might comment?

Not that it should be the cause, but might explain why they think your actions of some sort contributed to the matter.

Given, AFAIK, upgrades depend on status levels and the time of the request, you may be disadvantaged - unless your booking already shows an upgrade request? If so, it probably registers as the original date.

Nothing I can suggest other than see if Red Roo or QF customer care can assist post your flight.

 

[Pushka]

If it's been credited there may not have been time to stop the refund. Will be interesting to see what happens there.

 

[Tralfaz2013]

As a past Platinum member on several occasions, I always get notified when requested upgrades are confirmed with all the flight details. Not always successful with my requests, but when they are approved, the email always arrives in advance.