Qantas ticketing delays - likely risk of losing booking.

[RooFlyer]

Welcome to AFF @Debby27 Well done on persevering and getting it ticketed. But keep an eye on it, as a schedule change by Finnair will result in the need to reticket by Qantas and this may not happen.

 

[Debby27]

Welcome to AFF @Debby27 Well done on persevering and getting it ticketed. But keep an eye on it, as a schedule change by Finnair will result in the need to reticket by Qantas and this may not happen.

Do you know what the likely schedule change for Helsinki to Singapore will be and when it's due to occur?

 

[RooFlyer]

Do you know what the likely schedule change for Helsinki to Singapore will be and when it's due to occur?

Sorry, I meant a schedule change in general, nothing specific or predictable now. Its not uncommon as airlines regrow and readjust their schedules after covid.

 

[Mwenenzi]

Do you know what the likely schedule change for Helsinki to Singapore will be and when it's due to occur?

The AY HEL-SIN route has been effected by the Russian Ukraine conflict, avoiding Russian space.

A map from the Great Circle Mapper

A map from the Great Circle Mapper

www.gcmap.com

 

[jpp42]

Got a schedule change for an award booking on JAL next April, JL407 from NRT to FRA had 3 hours added to the timing (now 15 hrs instead of 12). I assume this is due to continued affects of Russian airspace bans. Fortunately my Qantas e-ticket was re-issued immediately after accepting the changes and I have no connecting flights to worry about as we have a stopover at both ends.

 

[kpc]

I booked a Syd - Hkg (Cx) -Hel (Ay) redemption online on the Qf website yesterday....by this am, it still had not ticketed so I rang at 7am today to get Hobart (Plat member)....she explained it was good I called as Cx will automatically cancel if not ticketed within a short time frame....the reason mine didn't automatically ticket was an issue with my credit card authorisation which was beyond my control...she fixed it and eticket arrived within 10 mins....so if you book Cx and don't get an eticket by next day, ring Qf immediately!

 

[1022]

...so if you book Cx and don't get an eticket by next day, ring Qf immediately!

Great advice…

… if you’re a WP and have the privilege of speaking to Hobart. Everyone else is screwed because their call will end up in Capetown, Suva or Manila where, chances are, things will only get worse for the unticketed booking :-(

 

[Scash]

Just booked award redemption LHR - HKG - BNE for Nov 2023. LHR to HKG in F and HKG to BNE in J. Eticket turned up within minutes!!

EDIT: Flights with CX

 

[patrickw]

Great advice…

… if you’re a WP and have the privilege of speaking to Hobart. Everyone else is screwed because their call will end up in Capetown, Suva or Manila where, chances are, things will only get worse for the unticketed booking :-(

+1 on great advice.

Even happens with QF Award bookings... Booked AKL > SYD back in August for next week. Points deducted, taxes weren't though.

No ticket issued, until I called today to follow up, and they said the the credit card authorization had expired, even though they triggered a re-payment last week when I called up CX.

At least this was a QF Award booking, if it was on OW and my spot from August was re-sold, QF won't have the ability to convert a revenue seat for me to get back home...

 

[exLXCXFF]

Question for the expert: I am just dealing with a CX rewards booked via QFF issue.

Booked at 11am, 1pm now, still no tickets. Called multiple agents who said it’s in queue.

Now got through to someone in FIJI who actually seems capable but that’s what I wanted to test.

1) Issue identified: Booking made under my account for wife using my QFF#
2) In CMT, the PNR showed my wife’s QFF#
3) Booking for ticketing showed error as apparently my QFF# linked to the booking albeit only points should come from my account
4) FIJI agent said she corrected it (booking for my wife using her QFF# but points to be deducted from my account
5) FIJI agent said, sent to FF Team to deduct points and to Ticketing to issue ticket
6) FIJI agent said she added in a “dummy log ID” so that CX does not auto cancel - essentially advising CX it is ticketed.

Have people heard about 6)? Is this a thing? Could she have messed up 4) and they now try to deduct from my wife who would not have enough points?

 

[Quickstatus]

Have not heard of 6)

Have heard of call centres doing dodgy stuff to get callers off their case - such as taking a CC payment when no CC payment is being actioned. There is a thread about this - one world award thread

4) why not transfer points to wife’s account to ensure there are enough points if they try wife’s points

 

[kpro]

My RTW J award changed three times within a one week time span. Flights included Qatar. The first time I called up immediately and had the call centre re-ticket it on the spot.

The other two times I never even got around to that, as they were re-ticketed automatically within a few hours both times.

Hopefully this is a sign that things are improving? Or otherwise could the call centre staff have made a note on the PNR to prioritise re-ticketing?

 

[MrJetset]

It is not uncommon for the FF whose points are being used to show up on the PNR for another pax.

Has happened to me several times on BA. I presume it’s just how the several FF fields are displayed (there are fields for the redeemed points accountholder, the flyer and more).

 

[exLXCXFF]

4) why not transfer points to wife’s account to ensure there are enough points if they try wife’s points

because by now we run out of points - my account has just sufficient points, while my wife is about 30k short for the ticket to be issued.

I just called them and got South Africa which could only tell me that it is with the Reward team to deduct points from my account and then will go to ticketing, wait 24 - 48 hrs.

All good if this “dummy log ID” works as under 6) above so that CX will not auto-cancel otherwise I will be very unhappy. 8 hours now since booking…

 

[Quickstatus]

Reward team to deduct points from my account and then will go to ticketing, wait 24 - 48 hrs.

I've heard from the OW award thread that ticketing and points deduction is automatic rather than a manual function. So does anyone checks whether it's progressing, or does South Africa assume that if it's in the queue, it will be acted on in time.

I dare say they read out a prepared script rather than actually checking

 

[exLXCXFF]

6) FIJI agent said she added in a “dummy log ID” so that CX does not auto cancel - essentially advising CX it is ticketed.

Had finally a competent CC agent in Cape Town. She told me (seemingly really annoyed) that 6) was completely made up by the Fiji staff.

So does anyone checks whether it's progressing, or does South Africa assume that if it's in the queue, it will be acted on in time

I presume it’s just how the several FF fields are displayed (there are fields for the redeemed points accountholder, the flyer and more).

Thanks @Quickstatus for challenging me - called again and got one of these lovely ladies in Cape Town that actually seem to know what they are doing (I had another one, maybe it was her, when I had to get an AY J award reticketed).

She looked into the booking and said that the real issue was as @MrJetset assumed that the QF IT system was "confused" because the booking had 3 FF#. So, it indeed needed manual ticketing. She explained me everything and asked me to hold (for about 35 minutes) but came back every now and then and gave me an update. The call eventually disconnected (I could not say thank you to her!) but I coudl see the e-ticket number appearing in CMT, and got the itineary sent.

So after about 5 calls, the issue is finally resolved by manual intervention. Not good enough for Qantas. I had 3 intl award bookings in the last few months, 2 of 3 needed manual intervention on the risk of loosing them.

 

[Quickstatus]

5 calls

Not bad for HUACA
But yes imagine the cost saving to the airline if they just madecitceasier

6) was completely made up by the Fiji staff.

Agents telling fibs just reduces the trust in the airline.

 

[AFF Editor]

AFF has been working with Qantas to try to get this resolved over the past several months. The good news is that Qantas has now implemented some new processes (including setting up a dedicated support line) to hopefully avoid this issue continuing to happen in the future:

Qantas Fixes Ongoing Reward Flight Ticketing Failures

Qantas is taking concrete steps to ensure Classic Flight Reward tickets are issued and re-issued correctly in the future.

www.australianfrequentflyer.com.au

 

[FFTravelduo]

Thank you so much for this information and forum! We have a complex OWA we are starting next month- there were several schedule changes a few weeks ago and Qantas never re-ticketed.
We called today and said would not get off the phone until they re-ticketed. It was done within 15 mins. New ticket numbers ! I cannot believe how close we probably were to losing our flights without even knowing!

 

[NM]

@FFTravelduo welcome to AFF. I am very happy that your itinerary was able to be sorted out for you with minimal problems. Out of interest, which airlines are involved in your itinerary? Hopefully your trip will be memorable for all the right (good) reasons.