Qantas took my money but not my points

[Human]

On Saturday (two days ago) I made a very simple Qantas Classic Reward multi-city booking for my daughter and her husband, all in business class:

MEL-SYD on Qantas (the 10am flight), followed the next day by SYD-CHC on Emirates (departing 8:50am).

Qantas immediately debited the carrier charges from my credit card (admittedly it's still showing as "Pending") and gave me a six-digit booking reference.

However, the 125,000-odd points are still in my Qantas FF account, and no confirmation email/itinerary has been received.

Should I be following this up with Qantas or will the tickets come through eventually?

 

[Blackadder]

On Saturday (two days ago) I made a very simple Qantas Classic Reward multi-city booking for my daughter and her husband, all in business class:

MEL-SYD on Qantas (the 10am flight), followed the next day by SYD-CHC on Emirates (departing 8:50am).

Qantas immediately debited the carrier charges from my credit card (admittedly it's still showing as "Pending") and gave me a six-digit booking reference.

However, the 125,000-odd points are still in my Qantas FF account, and no confirmation email/itinerary has been received.

Should I be following this up with Qantas or will the tickets come through eventually?

When you go to check your booking on the Qantas website, what does it show the ticket status as?

 

[Human]

When you go to check your booking on the Qantas website, what does it show the ticket status as?

It shows "Confirmed" for both flights. Travel class "Business (U)" for the domestic flight and "Business (D)" for the Emirates flight.

But the points are still in my account, and when I click on "Email itinerary" I get the error message "An error has occurred while trying to send a copy of the itinerary".

 

[Guvner]

I booked an Emirates flight last Tuesday and the funds were debited immediately. The points still haven't been deducted nearly a week later. The e-ticket has been issued. The EK website says everything is good. I just expect the points to come out eventually.
I also cancelled another Emirates flight and the points/funds were credited the next day.

 

[Guvner]

It shows "Confirmed" for both flights. Travel class "Business (U)" for the domestic flight and "Business (D)" for the Emirates flight.

But the points are still in my account, and when I click on "Email itinerary" I get the error message "An error has occurred while trying to send a copy of the itinerary".

What does the EK website say? You'll need the EK PNR which should be visible on the QF website. If the ticket has not been issued then you won't be able to select seats on EK's website and a message should appear that states "Your ticket hasn't been issued, contact your carrier"... or words to that effect.

 

[Human]

The e-ticket has been issued. The EK website says everything is good. I just expect the points to come out eventually.
I also cancelled another Emirates flight and the points/funds were credited the next day.

How long did it take for the e-ticket to be issued? When I made the booking and received the booking reference, the note above it said "We will email an e-ticket to you within 30 minutes". Hence my question re why it still hasn't been received, two days later.

 

[justinbrett]

It shows "Confirmed" for both flights. Travel class "Business (U)" for the domestic flight and "Business (D)" for the Emirates flight.

But the points are still in my account, and when I click on "Email itinerary" I get the error message "An error has occurred while trying to send a copy of the itinerary".

Confirmed in this context means the seat is confirmed, not the ticket.

It may have failed ticketing, this happened to me on VA and my cash was eventually returned.

 

[Human]

What does the EK website say? You'll need the EK PNR which should be visible on the QF website. If the ticket has not been issued then you won't be able to select seats on EK's website and a message should appear that states "Your ticket hasn't been issued, contact your carrier"... or words to that effect.

The EK website does indeed give the "Your tickets are not yet issued" message.

Post automatically merged: May 8, 2023

Thanks for your help with this @Guvner and @justinbrett

Sounds like it's time to get in contact with Qantas?

 

[Guvner]

How long did it take for the e-ticket to be issued?

2-3 days. As you booked on Saturday I'd expect that it went to a manual queue and that it would be processed either today or tomorrow.

 

[yaziyo]

Rather than wasting half a day and your sanity on the phone with Qantas I'd go ahead and email the address from this post. They'll sort it out for you

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

 

[Human]

Rather than wasting half a day and your sanity on the phone with Qantas I'd go ahead and email the address from this post. They'll sort it out for you

Thanks. Yes, I did email the new "[email protected]" email address and they responded within a few hours, and ticketed the flights. Thanks team!