Tickets!

[Infrequent]

G'day,

Very simple question ... how long should it take for a ticket to be generated after booking a classic award flight (using call center due Qantas computer system problems), where the flight's "taxes" were paid for with credit card? (Its on EK, by the way).

Reason I'm asking is that I'd have thought it would be very soon after PNR creation, but that doesn't seem to be the case. (FF points balance hasn't dropped, and credit card status appears to be processed but "pending" from bank's perspective).

The EK booking management is not fully functional without a ticket, and mentions the possibility of losing the booking without one.

Thanks!

NB: Flights were booked yesterday

 

[RichardMEL]

It *should* be pretty quickly, but if there's something unusual about it then it can often go to the manual processing queue which can take forever (unless you call and push them) - if the flights are not anytime soon then it will have very low priority. I have a booking that was made over a month ago that is still not ticketed for travel in November (this is a QF revenue flight) so I am not too worried, I'm almost waiting to see how long it will take though if it gets to within a month before departure I may push them to get their act together

anyway if you're concerned call back and get them to push it through and then it can take a few hours for it to happen.

 

[Infrequent]

Thanks for info. My main concern is that the booking will be removed from EK without the ticketing ... I don't have the experience/knowledge to know if this is the case, but looking at the current discussion of the QR award flight cancellation drama makes me a bit worried! If EK bookings generated by QF sit in the EK system without a problem until ticketed then thats okay, but if there's a chance they get dropped without the ticket then I'm worried!

 

[RichardMEL]

Thanks for info. My main concern is that the booking will be removed from EK without the ticketing ... I don't have the experience/knowledge to know if this is the case, but looking at the current discussion of the QR award flight cancellation drama makes me a bit worried! If EK bookings generated by QF sit in the EK system without a problem until ticketed then thats okay, but if there's a chance they get dropped without the ticket then I'm worried!

Fair concern. this only seems to be an issue with QR though but again if you're at ALL concerned then just call Res and ask them to check the booking and push it through for you

 

[Mattg]

It's usually only a few minutes. I would call Qantas and ask them to expedite the ticketing. If it hasn't yet been ticketed after 24 hours, then it has probably been relegated to the manual processing queue which moves at a snail's pace.

 

[Infrequent]

Thanks to Richard & Matt!

Did as suggested - called (and thankfully got the option of a callback when I got to the front of the queue 2 hours later, rather than wait in the queue on hold) and requested the ticket be processed. End result ... the ticket.

The call center queue times are long (an hour yesterday on hold for the booking, and two hours avoided with the callback today) but the local staff have been very helpful. I'd rather have someone sensible and switched on, after a long wait, than a script-reading drone in a different hemisphere who doesn't achieve anything!

This forum has been very useful in the relatively short time I've been using it, so thanks, and I hope I can add to the info and advice when its relevant!

 

[RichardMEL]

I wonder how much time with agents on the phone would be saved, and thus queue times reduced, if QF would resolve the issues that result in all these bookings going to the Far Queue....

 

[MelUser]

I have had all manner of problems using QF points to book EK and JQ flights. Here are some observations:

(1) The new call QF centre staff have absolutely no ability to do anything that cannot be done on line. Everything has to be called through to real Qantas staff who can do something - eg take points, bill credit card and issue ticket numbers. This is not too dissimilar to calling AA and getting Fiji where the lovely ladies can talk pleasantly etc but most things in my experience have to be phoned through to Dallas, TX. Although I have been lucky with the Fijian call centre - booking P class cheapies from LAX to JFK via DFW and then the lovely ladies changing it to proper transcon F on the direct flight for no charge - I've had this happen on 8 occasions!

(2) EK stuff is a nightmare - the tickets don't seem to automatically issue and one has to politlely push on an almost daily basis - you can sort of tell - if it doesn't happen it 20/30 minutes theres a problem. EK requires ticket numbers within 28 days or it will automatically cancel the reservation.

(3) Now - heaven help you if you want to change an EK award booking made via QF. It's not a simply revalidation - the whole ticket has to be reissued with a new 081 ticket number. But, here's where the problem gets worse. Say you have booked MEL-LHR via DXB with a suboptimal connection and then a better connecting flights shows availability. EG - MEL -DXB, DXB-MEL and you want to change one segment. The change can only be made if there is Fare bucket (eg D class for business) also for the segment you are NOT changing. Otherwise best QF can do is split bookings and charge as 2 tickets and points go up. Mind you u need a very clever telephone person who actually knows this if the points are a non issue.

(4) Best to book EK award returns as 2 one ways - if you need changes after travel commences it becomes even more of a nightmare.

(5) JQ award bookings - QF's computer might show a certain number of eg U class business seats But they are only allowed to book whatever JQ gives them in that booking which in my instance was less. The QF telephone person phoning through to jetstar couldn't get anywhere - JQ is not prepared to help the QF consulant get what they think they might get - it is whatever it is and there's no discussion.

(6) New call centre staff - all the experience and trying to help is gone - they can only do what computer lets them and often have no idea about "work arounds". It is acutally a real shame - I'm sure that when call is answered for a platinum they just say "premium desk" but in my discussions with them it seems they know no more anc can do no more than anyone else - in fact the computer I suspect tells them to answer with "Premium desk, Pamela speaking"

regards,
MU