Rewards seats changed from QR to QF without approval and from J to Y

siri

Member
Joined
Apr 19, 2006
Posts
156
Similar issue happened to my daughter that came from London to Sydney last Dec.. They cancelled the return ticket after inquiring about refund value.. She booked a another flight via BA and only 2 weeks ago Qantas refunded cancelled ticket money.
 
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aidan059

Intern
Joined
Dec 13, 2021
Posts
50
Qantas
Gold
So after providing feedback on how I resolved this, I have just had it happen to me as well. Upon calling Qantas 5 times for my OTW to be ticketed, I have just had QR flights from PER-DOH-DUB drop from my booking. Absolutely fuming at the moment and I can guarantee this is precisely due to the call centre not ticketing my award in time.

Edit: I'm literally due to fly out in 2 weeks and have accommodation, and everything else planned for my arrival. I have no idea what to do and so far the only thing they proposed to do was to attempt to "reinstate" flights but given experience I don't think this is going to work.
 
Last edited:
Joined
Oct 13, 2013
Posts
12,509
I have always worried about changing reward bookings - for this very reason. Availability of seats can disappear at anytime while firstly trying to get on the phone to the agent, secondly being on the phone to an Agent who has to manually make the change.
As it happened the seats disappeared during the 4hr wait to get an Agent on the line. And the Agent can royally stuff it up - as in this case as well.

It has always been my practice to secure the new seats first online before cancelling the existing reward booking. Obviously this requires an excess of points to carry both bookings until there is a refund on the existing booking occurs
 

cjd600

Established Member
Joined
Oct 19, 2010
Posts
1,447
2 longstanding OWA J tickets, originally booked 2019 at the 280k.
Identical bookings, 2 family members on each.
Many changes made to each through Covid.
New flights added to each booking last week (via SAF call centre)
E-ticket came through, one booking had a completely new PNR, other booking as expected on original PNR.
Thankfully all flights were correct.
But now, my 2 x 280k have been refunded to my account and 2 x 318k taken out, for the "new" booking.
76k point loss not the end of the world, but a bit flummoxed how 2 bookings, same call, same flights, ended up with one being a change as requested and the other completely cancelled. With no mention of any cancellation at any point of the call. Pushed the wrong button? oops?
Have emailed Qantas Customer Care for them to take a look, and hopefully return the extra 76k points.....but wont hold my breath
 

siri

Member
Joined
Apr 19, 2006
Posts
156
2 longstanding OWA J tickets, originally booked 2019 at the 280k.
Identical bookings, 2 family members on each.
Many changes made to each through Covid.
New flights added to each booking last week (via SAF call centre)
E-ticket came through, one booking had a completely new PNR, other booking as expected on original PNR.
Thankfully all flights were correct.
But now, my 2 x 280k have been refunded to my account and 2 x 318k taken out, for the "new" booking.
76k point loss not the end of the world, but a bit flummoxed how 2 bookings, same call, same flights, ended up with one being a change as requested and the other completely cancelled. With no mention of any cancellation at any point of the call. Pushed the wrong button? oops?
Have emailed Qantas Customer Care for them to take a look, and hopefully return the extra 76k points.....but wont hold my breath
Seems that Don Corleone is running the Qantas now.. You need to check when did Qantas changed RWT from 280K to 318K.
 

PAZ

Newbie
Joined
Nov 5, 2010
Posts
6
Hi all,

Just wondering if anyone has had a similar experience and can help offer any advice to get my issues fixed. Here is the story:

I had confirmed and ticketed business class reward seats on Qatar airways from brisbane to Doha, Doha to London (Heathrow). A week after booking them Qantas released some J reward seats on Qantas to London that I could see online. I called up to enquire about the availability and if changing would be possible. After eventually getting through (4hrs on hold) the staff member looked into it and said that there were no J seats available. I was then disconnected and not called back (even after specifically requesting to be called back if disconnected as I’d heard the stories, and provided my mobile number). Anyways I told myself oh well, will just stay with what we have and got on with life.
A week later I was in my Qantas account and noticed that without my approvalchanges to my booking had occurred. It had been changed to a Qantas flight from brisbane to Sydney, Sydney to London. And changed from business to economy. No notice given, no email, no updated eticket. And with no refund of the lower points or taxes into my account.

Called and have had multiple people over several weeks trying to fix it and admitting that it shouldn’t have happened. Countless hours on hold each time and each time with a promise of a callback (which never occurred).
The flights I was originally on briefly appeared in my account as “under request”. They’ve now disappeared, and after getting through again, been advised the request for the flights has come back as denied with no explanation. I’m guessing because Qatar no longer has those seats available.
I have spent countless hours on the phone on hold, countless hours talking about it to call staff, all for a Qantas mistake! And now don’t have the flights and seats that I booked and paid for.

I almost don’t care which flights I’m now on, as long as it’s in J and I’m charged the correct points and taxes for what they put me on. The problem is that there is no J reward seats on any airlines around the date we are looking, 20 Oct 2022. So all the call agents just say there is nothing they can do.

Finally got escalated to a lady who is apparently some kind of manager today. She was understanding and could see the mistake that Qantas had made (which reading between the lines sounds like the first lady didn’t know what she was doing and changed my flights when she was looking at availability and then hung up on me when the error had been made). She has submitted a higher level request for the original flights to be reinstated or for reward seats on a Qantas flight to be created for me. Apparently she will call me back within 24hrs with an answer… I’m not holding my breath.

Has anyone had this happen to them and been able to resolve it positively? Any tips if I don’t get a positive response in 24hrs?

We saved these points for ages to go visit my wife’s dad in England with our newborn. Haven’t seen him in years because of covid and he is too unwell to travel. Wanted to get there in as relative comfort as possible for our first time travelling internationally with a baby. The amount of time wasted and stress over this has been horrendous. Qantas really has gone downhill.

Thanks,


David
Similiar to davidhes and others.
I had 2x business classic rewards SYD-HKG-LHR-BUD booked over 10moths ago using QF points on CX to LHR. CX recently cnld the flight but confirmed reschedule to the following day with seat allocation. But the LHR-BUD BA leg wasn't changed; ie now a day too soon.

Phoned call centre (Oz or NZ?) and the BA leg was fixed but agent somehow cancelled SYD-HKG-LHR! after I had made sure agent repeated back to me the whole itinerary.

After noticing the flights gone, phoned call centre early morn (Fiji); agent said they would ask CX to re-instate. No news after 48hrs.
Called same again; this time agent would re-instate the original dated flight - impossible as CX was not flying that day! - but agent had it on the screen! - must have been on a 24hr refresh! Agent did promise to call back.
Late that night, 10:30pm, got call from a senior sounding Fijian apologising and re-instated the amended flight with confirming email 30m later.
So a good outcome eventually but a shockingly stressful experience dealing with QF.

I have over 900k points on hand; too stressful dealing with QF. I will burn/waste them on domestic business and BA business (Ryan air with food!) in Europe.

I am fortunate I can pay $ for flights in future, but not with QF.
 
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cjd600

Established Member
Joined
Oct 19, 2010
Posts
1,447
Seems that Don Corleone is running the Qantas now.. You need to check when did Qantas changed RWT from 280K to 318K.
Original ticket issued 8 Aug 2019 as 280k, in advance of the september points increase per @oz_mark .
and stayed at 280k through numerous changes through the covid period until the cancellation and new booking replacement last week @ 318k
 

Bolt

Intern
Joined
May 15, 2021
Posts
57
Qantas
Platinum
Virgin
Red
I also had a similar problem. I had to book a flight from BKK-SYD-BNE over the phone due to the web site not having the availability, but I could see it in ITA Matrix. I requested Y (flex). I paid an appropriate amount, over $1000, expecting to receive Y tickets. However, when I reviewed the tickets that I received, one of the seats was in flex and the other was in regular economy.

I later filed a missing points claim. It was rejected. They have no e-mail address, so I was unable to send an e-mail - Pretty terrible in this modern era where e-mail is a thing. I called the call centre twice. They flicked me back and fourth between frequent flyer and reservations, eventually hanging up on me.

It was impossible to get them to understand that what I ordered wasn't what I received. Instead they kept on repeating what I received, stating that therefore that is what I ordered.
 

glennp

Junior Member
Joined
Sep 26, 2011
Posts
21
Qantas changed the time of my first class EK flight to Milan in February and failed to reissue the tickets. When I called I was told to wait 24 hours for the tickets to issue. That did not happen and I called again a couple of days later. Mindpearl Manilla then issued my tickets in economy. I told them my booking was in first, they put me on hold and I was cut-off with no call-back. I then spent many hours over subsequent days trying to get my first class booking ticketed. Nobody at Qantas returned any calls as promissed. The last call I made was answered by Mindpearl Cape Town. They insisted my booking was in economy. I told them I had my original tickets in first as well as screen shots of Qantas and Emirates websites which I could email to them. They said they could not receive emails and could not help me as all they could see was an economy booking. I sent a complaint to Customer Care with first class tickets and screen shots attached but, as usual, received no response. Eventually I gave-up, cancelled and rebooked in business. Three months later I have finally received my refunds (after more calls and emails) but still no response from Qantas. This was the second time I had a booking disappear the previous one being a business class booking that failed to ticket in January. I would love to hear from someone at Qantas (as requested) but have already wasted too many days dealing with Mindpearl's incompetence and unresponsiveness to bother pursuing.
 

Nomads

Newbie
Joined
Aug 21, 2019
Posts
2
Hi all,

Just wondering if anyone has had a similar experience and can help offer any advice to get my issues fixed. Here is the story:

I had confirmed and ticketed business class reward seats on Qatar airways from brisbane to Doha, Doha to London (Heathrow). A week after booking them Qantas released some J reward seats on Qantas to London that I could see online. I called up to enquire about the availability and if changing would be possible. After eventually getting through (4hrs on hold) the staff member looked into it and said that there were no J seats available. I was then disconnected and not called back (even after specifically requesting to be called back if disconnected as I’d heard the stories, and provided my mobile number). Anyways I told myself oh well, will just stay with what we have and got on with life.
A week later I was in my Qantas account and noticed that without my approvalchanges to my booking had occurred. It had been changed to a Qantas flight from brisbane to Sydney, Sydney to London. And changed from business to economy. No notice given, no email, no updated eticket. And with no refund of the lower points or taxes into my account.

Called and have had multiple people over several weeks trying to fix it and admitting that it shouldn’t have happened. Countless hours on hold each time and each time with a promise of a callback (which never occurred).
The flights I was originally on briefly appeared in my account as “under request”. They’ve now disappeared, and after getting through again, been advised the request for the flights has come back as denied with no explanation. I’m guessing because Qatar no longer has those seats available.
I have spent countless hours on the phone on hold, countless hours talking about it to call staff, all for a Qantas mistake! And now don’t have the flights and seats that I booked and paid for.

I almost don’t care which flights I’m now on, as long as it’s in J and I’m charged the correct points and taxes for what they put me on. The problem is that there is no J reward seats on any airlines around the date we are looking, 20 Oct 2022. So all the call agents just say there is nothing they can do.

Finally got escalated to a lady who is apparently some kind of manager today. She was understanding and could see the mistake that Qantas had made (which reading between the lines sounds like the first lady didn’t know what she was doing and changed my flights when she was looking at availability and then hung up on me when the error had been made). She has submitted a higher level request for the original flights to be reinstated or for reward seats on a Qantas flight to be created for me. Apparently she will call me back within 24hrs with an answer… I’m not holding my breath.

Has anyone had this happen to them and been able to resolve it positively? Any tips if I don’t get a positive response in 24hrs?

We saved these points for ages to go visit my wife’s dad in England with our newborn. Haven’t seen him in years because of covid and he is too unwell to travel. Wanted to get there in as relative comfort as possible for our first time travelling internationally with a baby. The amount of time wasted and stress over this has been horrendous. Qantas really has gone downhill.

Thanks,


David
David
I sympathise with you as I have had similar experience with a QF award multi-city round the world ticket, which I am currently traveling on now. My return Award Premium Econ. tickets for the leg Heathrow-HK were cancelled by Cathay Pacific with no alternative in Prem.Econ. and subsequently my booking JFK - London P.Econ. just vanished. These changes had been made after my initial departure so it has been difficult keeping up with the changes needed to ensure that I finally fly home later in June. Points refunds are yet to be honoured now 4 weeks later. I am so disappointed this has created so much hassle as we catchup with our only family in the US and UK post COVID. On a positive note, whilst overseas I was able to get straight through to the call centre without any wait!! I called many times with the changes required and had varying levels of expertice to complete the ticketing, which unbeknown to me on one occasion did more harm than good. Upon my return I will be making approaches to QF management, I would greatly appreciate any advice you may have with comms to QF.
 
Joined
Jan 26, 2010
Posts
65
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Virgin
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David, great news. Very happy for you indeed. It should never have got to this. It's a real shame that you've missed out on Qatar and their very nice Q suites. J in Qantas is still pretty good. But you know why I don't travel with Qantas. This kind of thing has happened to us as well. That involved my local federal member who I always thought was a bit of dick but he actually came through, phoned AJ and it was fixed on the spot. My wife and I hope to get to Heidelberg around the same time - October - for an extended stay but it will be with Qatar as usual. Hopefully, Vladolf Putler will have avoided vaporising Western Europe with his new "Satan" ballisitic missile ( who dreams up these stupid names for missiles). I'm sure there is a surviving Russian general whose sole job is to sit there with a dictionary and search. If this thing is anything like the operational quality of Russian weapons in the Ukraine - it will most likely just fizz a bit, then fall over, and we can have a pleasant time at the Xmas markets in beautiful Heidelberg - that's if the Germans have any gas left! All the best to you and the family David.

So pleased your trip finally worked out.
We had a flight disappear and with all the hassle ended up booking and paying for a one way on Emirates. Our award business flight from CDG to PER via LHR was supposed to be on the direct flight but when the borders were closed again ended up via DRW and SYD. Seeing they opened early thought we might have it reinstated, not a chance, so have a very long 2 day journey home. Still have no idea if we received the correct points & cash refund despite emailing customer care!
 

maryflyer

Newbie
Joined
May 24, 2022
Posts
2
I’m sorry to hear you’re going through a similar nightmare 😓 will send you a dm.
Im so glad to have found this thread!! I have been trying to get my flight reinstated (SYD-LHR) for two months and nothing! I have probably called Qantas 20 times now and always get hung up on, palmed off or get the 'we will call you back'. I'm at my wits end and there isn't even economy reward seats available anymore. Can you please dm me too, really desperate to sort this out :'(
 

RichardMEL

Senior Member
Joined
Mar 28, 2014
Posts
6,697
Can I just make a general comment here. I see posts like "Qantas changed my flight on partner X" or "Qantas cancelled [partner airline] flight" - no QF did not do it. The partner did it. That's on them. OTOH, QF not ticketing seats correctly or in time causing a cancel of (reward) seats on partner airline - that's definitely on them.

Just wanted to make that distinction. I realise of course that if a partner, eg CX, cancels flights with rewards tickets issued through QF, it becomes a huge nightmare for the pax because of the way QF handles (or doesn't) these situations but the initial cancel or time change or whatever is almost always a partner airline decision and not QF.
 
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Well Qantas DID cancel one of our flights. We rang to see if we could change our CDG-LHR-DRW-SYD-PER to an Emirates direct to PER. The person said there was no availability so we said ok, we'll stick with the flights we have. Next day checked our itinerary and sure enough the flights had been cancelled. Rang again and was told we'd requested a cancellation which was utter bs. Not game to try and change anything now.
 

Mr H

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Joined
Dec 5, 2013
Posts
1,374
Can I just make a general comment here. I see posts like "Qantas changed my flight on partner X" or "Qantas cancelled [partner airline] flight" - no QF did not do it. The partner did it.

This thread is not about schedule changes initiated by partner airlines. This is about people who call the QF Call Centre to ask about potential changes to their itinerary and find that an agent error causes them to lose what they once had and never wanted changed. It happened to me three days ago but fortunately I was able to find a replacement that was acceptable to me that another (better) agent was able to book.
 
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