QFF Platinum requesting release of extra Classic award seats?

[Princess Fiona]

First time requesting seats as a newly minted Platinum. Called at 7:15am but sadly didn't get Hobart. The nice operator in Fiji put in my request for me and generated a PNR.

Specifically, the PNR lists my two requested flights in P class with Status Requested. However, I note that my Frequent Flyer number is not attached to the PNR. Is this expected, or have they likely processed it incorrectly? Would it help if I added my FF number myself in MMB?

TIA.

FF number is never usually attached to either waitlisted or confirmed QF Awards. You need to add it yourself. No need to do so until it’s ticketed and going to be flown as no benefit earlier.

 

[encryptededdy]

FF number is never usually attached to either waitlisted or confirmed QF Awards. You need to add it yourself. No need to do so until it’s ticketed and going to be flown as no benefit earlier.

Good info thanks. Was just worried since there's plenty of stories in this thread of overseas agents not putting in the seat release request properly, causing the system to never process it.

 

[dylarr]

First time requesting seats as a newly minted Platinum. Called at 7:15am but sadly didn't get Hobart. The nice operator in Fiji put in my request for me and generated a PNR.

Specifically, the PNR lists my two requested flights in P class with Status Requested. However, I note that my Frequent Flyer number is not attached to the PNR. Is this expected, or have they likely processed it incorrectly? Would it help if I added my FF number myself in MMB?

TIA.

Yes, good pickup. The lack of FQTV/FQTR in the booking will stop it from ever being approved by the droid. The agent you spoke to did not set it up correctly which I've noticed is extremely common for release requests handled by Fiji or South Africa and you'll need to speak to someone to get it fixed.

The requested sectors that you can see in your PNR using MMB are unconfirmed sectors with "GN" status.

Without any confirmed sectors in the PNR, the FQTV/FQTR will not stick in Amadeus and will drop off as soon as the agents save the booking and the droid will not be able to proceed with approval. I suspect this is what has happened here.

To stop the FQTV/FQTR from dropping off, agents need to add a "pseudo" flight sector (e.g. QF9098 which uses QZW/QZY airport codes) with confirmed (HK) status to the booking. It sounds like the Fiji agent did not do this. Note: This sector is invisible in QF MMB, but if it was there you'd be able to see it in MH MMB or Checkmytrip.

Once the droid has approved the request, the pseudo sector needs to be removed when taxes and points are being collected in order for it to be ticketed.

 

[Princess Fiona]

Yes, good pickup. The lack of FQTV/FQTR in the booking will stop it from ever being approved by the droid. The agent you spoke to did not set it up correctly and you'll need to speak to someone to get it fixed.

The requested sectors that you can see in your PNR using MMB are unconfirmed sectors with "GN" status.

Without any confirmed sectors in the PNR, the FQTV/FQTR will not stick in Amadeus and will drop off as soon as the agents save the booking and the droid will not be able to proceed with approval. I suspect this is what has happened here.

To stop the FQTV/FQTR from dropping off, agents need to add a "pseudo" flight sector (e.g. QF9098 which uses QZW/QZY airport codes) with confirmed (HK) status to the booking. Note: This sector is invisible in QF MMB, but if it was there you'd be able to see it in MH MMB or Checkmytrip.

Once the droid has approved the request, the pseudo sector needs to be removed when taxes and points are being collected in order for it to be ticketed.

I have never seen a FF number in any of my reward requests ?
I do see the requests in MMB but my FF number is not in there. I assume it needs to be in there automatically as FQTR otherwise there is no request. FQTS which is what you enter for your passenger details is not on there when you request it and it doesn’t need to be.
This is the same for those rejected and requested.

Apologies if I have got the F’s mixed up but I am certain about the FF number not appearing with the passenger details on any of my Award requests / bookings.

 

[eminere]

Got an absolutely useless agent in South Africa last night who claimed I needed an existing booking in order to request an award seat be opened up.

 

[dylarr]

I have never seen a FF number in any of my reward requests ?
I do see the requests in MMB but my FF number is not in there. I assume it needs to be in there automatically as FQTR otherwise there is no request. FQTS which is what you enter for your passenger details is not on there when you request it and it doesn’t need to be.
This is the same for those rejected and requested.

Apologies if I have got the F’s mixed up but I am certain about the FF number not appearing with the passenger details on any of my Award requests / bookings.

At least the FQTR needs to be there so the droid knows which FF # is making the request, and Amadeus will drop it from the PNR if the agent doesn't add a confirmed pseudo flight when setting up the request. With Suva and Cape Town handling pretty much all WP calls now, it's a very common mistake I'm seeing when requesting release of reward seats that results in the request sitting in "Requested" status until you call up again to get it fixed (and hope the agent you get has some idea about what is needed to fix it).

 

[Princess Fiona]

At least the FQTR needs to be there so the droid knows which FF # is making the request, and Amadeus will drop it from the PNR if the agent doesn't add a confirmed pseudo flight when setting up the request. With Suva and Cape Town handling pretty much all WP calls now, it's a very common mistake I'm seeing when requesting release of reward seats that results in the request sitting in "Requested" status until you call up again to get it fixed (and hope the agent you get has some idea about what is needed to fix it).

I understand that but none of this relates to what the OP said about P seat requests in their MMB and the FF number being there with the pax ?

Apologies if I have misunderstood what you are saying.
In essence I don’t see any problem based on what the OP wrote about their booking request.

 

[encryptededdy]

At least the FQTR needs to be there so the droid knows which FF # is making the request, and Amadeus will drop it from the PNR if the agent doesn't add a confirmed pseudo flight when setting up the request. With Suva and Cape Town handling pretty much all WP calls now, it's a very common mistake I'm seeing when requesting release of reward seats that results in the request sitting in "Requested" status until you call up again to get it fixed (and hope the agent you get has some idea about what is needed to fix it).

I've checked CMT and RJ MMB, and my itinerary only has two flights, no dummy sectors. The system did let me add my own FF# to the booking, so there's that, but I don't know if that's enough or if it's "too late" and the droid would've skipped over it.

I know Hobart can usually get an answer from the bot instantly, but does anyone have any experience how long these overseas CC requests take? Is it actually 24 hours as quoted, or usually less?

In your opinion do you think my best bet is to call up again? Not sure what I should even say if it's not Hobart lol, "make sure your colleague hasn't messed it up?".

Glad to see that even having now made Platinum I still has the familiar Qantas call center experience, minus the hold times

 

[dylarr]

I understand that but none of this relates to what the OP said about P seat requests in their MMB and the FF number being there with the pax ?

Apologies if I have misunderstood what you are saying.
In essence I don’t see any problem based on what the OP wrote about their booking request.

When I've made requests and I'm travelling I've always had my FF # visible in QF MMB. I assume the OP is travelling since they mentioned it is their FF # that is not visible.

For bookings that have been set up incorrectly, for me, the lack of FF # in QF MMB has been a good way to identify that something is wrong.

In your opinion do you think my best bet is to call up again? Not sure what I should even say if it's not Hobart lol, "make sure your colleague hasn't messed it up?".

If I was in your shoes, I'd be calling up again to have them check. Tell them you think the request wasn't set up correctly. Ask them if your FQTR or a pseudo flight has been added to the booking to allow the request to be processed, if they have no idea then HUACA.

 

[encryptededdy]

Currently on the phone with Hobart (lucky I got put straight through to them) and yeah, surprise surprise, the request was not put in properly. Justin mentioned that the FF number was not put in correctly so it would've never been processed. He could see that I put in the FF number using MMB but apparently that's a bit different from what the agent is supposed to put in.

 

[sudoer]

When I've made requests and I'm travelling I've always had my FF # visible in QF MMB. I assume the OP is travelling since they mentioned it is their FF # that is not visible.

+1

 

[encryptededdy]

+1

Hmm, well Justin (the Hobart agent) made a new PNR for me to help us put requests into the bot, and looking at that PNR my FF number is not attached to it (MMB shows the "Add Frequent Flyer Number" option and it doesn't show in my account's list of flights). However after confirming flights, everything showed up (but I assume he put them in after we decided which ones to book)

Post automatically merged: Aug 19, 2022

Got some award flights released! QF11 SYD-LAX in J on the 26th of November, and QF12 LAX-SYD in F on the 3rd of December

Justin from Hobart was patient with me on the phone for over 30 minutes as we went through probably 10 options until we found a good combination that the bot approved

 

[ChrisMars]

Yes, good pickup. The lack of FQTV/FQTR in the booking will stop it from ever being approved by the droid. The agent you spoke to did not set it up correctly which I've noticed is extremely common for release requests handled by Fiji or South Africa and you'll need to speak to someone to get it fixed.

The requested sectors that you can see in your PNR using MMB are unconfirmed sectors with "GN" status.

Without any confirmed sectors in the PNR, the FQTV/FQTR will not stick in Amadeus and will drop off as soon as the agents save the booking and the droid will not be able to proceed with approval. I suspect this is what has happened here.

To stop the FQTV/FQTR from dropping off, agents need to add a "pseudo" flight sector (e.g. QF9098 which uses QZW/QZY airport codes) with confirmed (HK) status to the booking. It sounds like the Fiji agent did not do this. Note: This sector is invisible in QF MMB, but if it was there you'd be able to see it in MH MMB or Checkmytrip.

Once the droid has approved the request, the pseudo sector needs to be removed when taxes and points are being collected in order for it to be ticketed.

Does that mean that a strategy to "help" untrained agent could be to first book a simple (domestic) award from the website, then call and ask for the sought after seat to be released by the droid, on the existing booking, and if succesfull, call to drop the simple (domestic) award?

 

[encryptededdy]

Does that mean that a strategy to "help" untrained agent could be to first book a simple (domestic) award from the website, then call and ask for the sought after seat to be released by the droid, on the existing booking, and if succesfull, call to drop the simple (domestic) award?

To be honest, I just wish there was a non-rude way of doing HUCA. The other issue with offshore call centres is they can't put in more than one day for approval (per anecdotes in this thread), so if you're trying to get seats released on a busy route it would take so many calls (with ~24h between each) to find a workable combination of flights.

 

[SYD]

To be honest, I just wish there was a non-rude way of doing HUCA.

Just start talking but hang up. They’ll just think you were cut off…

 

[encryptededdy]

Just start talking but hang up. They’ll just think you were cut off…

I personally would feel bad doing that
But if award premium cabin flights are on the line...

 

[encryptededdy]

Also another note: I requested some dates that had "A" availability per ExpertFlyer, but I was told there was actually no A space on those dates, so a request cannot be submitted. Anyone know what's up with that? Is it because ExpertFlyer isn't AU point of sale? Or maybe ExpertFlyer is just a bit slow at updating?

 

[dylarr]

Does that mean that a strategy to "help" untrained agent could be to first book a simple (domestic) award from the website, then call and ask for the sought after seat to be released by the droid, on the existing booking, and if succesfull, call to drop the simple (domestic) award?

In theory this sounds like it could work (until the Flexible Classic Flight Rewards policy ends). I've only ever had extra sectors released onto an existing booking by Hobart/Auckland, so I'm not sure what if any additional steps are required that someone from Suva/Cape Town would also need to perform, but I can ask next time I get through to Hobart.

Justin mentioned that the FF number was not put in correctly so it would've never been processed. He could see that I put in the FF number using MMB but apparently that's a bit different from what the agent is supposed to put in.

Yep - the FF number he is referring to is the FQTR element in the PNR. FQTR indicates which FF # will be charged points for the redemption. The bot needs this to verify that the requestor is WP or above, and also ensures that the requestor is the one who will be paying points for the seat(s). The fact that this was missing from your PNR is a pretty good indication that the pseudo segment was missing, as agents must ensure this is in place in order for the FQTR element to stick. Probably 60% of release requests I've made through Suva or Cape Town miss this exact step (but it's easy to verify through Checkmytrip or MH MMB).

The frequent flyer number that QF MMB fills is the FQTV element in the PNR. FQTV is used to indicate which FF # should be credited with points and status credits.

Off topic, but there are other FQTx codes in Amadeus/GDS such as FQTS which can be used to note which status benefits should be used (the idea being you could credit to one program with FQTV whilst using the status benefits of another with FQTS). But as far as I know, QF only support FQTV/FQTR, other codes are ignored.

 

[sudoer]

Also another note: I requested some dates that had "A" availability per ExpertFlyer, but I was told there was actually no A space on those dates, so a request cannot be submitted. Anyone know what's up with that? Is it because ExpertFlyer isn't AU point of sale? Or maybe ExpertFlyer is just a bit slow at updating?

Was this on QF1/2 by any chance? I've had the same experience when requesting SYD-SIN or SIN-LHR legs - the call centre consistently saw the availability of SYD-LHR only and couldn't lodge a request on a per-leg basis.

 

[encryptededdy]

Was this on QF1/2 by any chance? I've had the same experience when requesting SYD-SIN or SIN-LHR legs - the call centre consistently saw the availability of SYD-LHR only and couldn't lodge a request on a per-leg basis.

Nah, QF11/12