Voucher booking flight cancelled.

[Deena]

Happy new year all.

I fly infrequently these days, so am very excited that I have a quick trip to Hobart in January.

I made the the booking with the remainder of a voucher I had purchased last year which expired December 2015. I went to Look at my booking awhile ago, and to my horror no booking was showing. Checked, app, website, nothing. Rang customer care, they think what happened is with the expiry of the voucher ticketing removed my booking. 35 minutes, sorted it, booking and upgrades reinstated. I had to recheck my seats again, luckily my original choices were still there.

So, if you've made a similar booking, best check it's still there.

Talk about heart failure.

Very grateful its all been sorted, but I did not even get an apology, how easy is it to say, sorry.

 

[kermatu]

I fly quite a lot so am often on the relevant airline (including Qantas) site. After a few instances of flights changing and / or being cancelled without any notification I now do a pretty regular check of my bookings to make sure nothing like this scenario happens to me without some warning. Thanks for posting - it's a good reminder.

Happy New Year, and enjoy Tassie!

 

[samh004]

I can understand how it could happen, as there is often some residual information about the booking coming from part of a voucher left in there, sometimes even blocking you from accessing the booking and selecting seats. Pretty terrible that such a thing can happen though.

 

[Deena]

If there is some glitch in the systems that allows this to occur, then surely they could correct it.

Thanks, I love Tassie, its my third visit.

 

[AustraliaPoochie]

OR if on the day of travel, T-24 hours, and you cannot do OLCI, then better keep in mind your flight might have been cancelled.
T-24 for my JQ flight on Mon night, tried OLCI, no, cannot be processed, please check in at airport it said.
So, I got to the airport early, 13.00 for a 19.40 dep.
Kiosk girl said too early, so off I went to MEL T1 QP.
At 14:00, got the sms that my JQ780 has indeed been cancelled.
I could have gone to T4, and moaned/complained, or asked to be put onto a VA/QF flight, but didn't want to make a fuss.
So bought another ticket and flew back.
Granted, as I said on the JQ branch of AFF, all airlines cancel flights, but with JQ in particular, its all "bad".
To sum up, always check and also, always have a 5% chance in your mind, on the day of travel, that your flight can be cancelled, its not just in the booking process that the booking can be cancelled. Double check your bpay code is 747600 and the reference # is right too.

 

[straitman]

Happy new year all.

I fly infrequently these days, so am very excited that I have a quick trip to Hobart in January.

I made the the booking with the remainder of a voucher I had purchased last year which expired December 2015. I went to Look at my booking awhile ago, and to my horror no booking was showing. Checked, app, website, nothing. Rang customer care, they think what happened is with the expiry of the voucher ticketing removed my booking. 35 minutes, sorted it, booking and upgrades reinstated. I had to recheck my seats again, luckily my original choices were still there.

So, if you've made a similar booking, best check it's still there.

Talk about heart failure.

Very grateful its all been sorted, but I did not even get an apology, how easy is it to say, sorry.

I had a similar occurrence last night. I had two new vouchers in my account that I needed to use before midnight. They have been showing in my FF account for months so I didn't have a hard copy anywhere nearby and when I went to use them last night they were gone.

A quick phone call to Qantas had it all sorted out but you just have to wonder what's going on sometimes.

 

[BD1959]

you just have to wonder what's going on sometimes.

Four letter word ... kids ...

Happy New Year!!

Regards,

BD

 

[astrosly]

Funk! Happened to one of my bookings too!! Thanks Deena, as soon as I saw it gone I knew it was the same thing and called Qantas to get it sorted. Spoke to a very helpful Gabbie who immediately knew it was a voucher and said that it wasn't reissued and the flights were cancelled though she was quite surprised to see that happen. It was a booking using a residual voucher with the same expiry date as the original being 31 Dec 2015. Luckily my 36K seats in PE were still available otherwise it wouldn't have been a good start to the new year

 

[kermatu]

I wonder how many people are going to be caught by this, NOT notice the booking has disappeared and simply turn up for their flight only to find their booking was cancelled? Quite a worrying trend based on this thread alone - both new and residual vouchers.

Any of the staff you folk have spoken with acknowledged there's an issue and advised if it's being addressed?

 

[Deena]

No acknowlegement of an issue with the staff member I spoke to. You would hope that an investigation would be triggered. If there are several of us who have had a problem, then how many others have been affected? Imagine the stress arriving to find you have no booking.

As a matter if interest, was anyone asked thier pin number so they could look at your ff account? I was hesitant but gave it, I would have thought they could have accessed all of account information anyway.

 

[Captain Halliday]

I had a similar occurrence last night. I had two new vouchers in my account that I needed to use before midnight. They have been showing in my FF account for months so I didn't have a hard copy anywhere nearby and when I went to use them last night they were gone.

A quick phone call to Qantas had it all sorted out but you just have to wonder what's going on sometimes.

Sorry for going slightly OT here, but I bought vouchers for the first time yesterday and they are not showing in my account. straitman I assume from your post that they are supposed to? If so, where?

 

[RichardMEL]

Sorry for going slightly OT here, but I bought vouchers for the first time yesterday and they are not showing in my account. straitman I assume from your post that they are supposed to? If so, where?

They won't show in your FF account unless QF links your FF# into them. You can call and get this done,
otherwise when you book using the voucher and put your details in then the bookings will show up.

 

[kermatu]

Sorry for going slightly OT here, but I bought vouchers for the first time yesterday and they are not showing in my account. straitman I assume from your post that they are supposed to? If so, where?

Gift card vouchers have never shown for me - only vouchers for cancelled/changed flights, where it is known you are the passenger. I assume that's why gift vouchers don't show and you need to keep your own record.

 

[ferntree]

When I started reading your story I was horrified! Then came the relief of the happy ending.

Especially as you're coming to Hobart! Enjoy your visit!

 

[Deena]

When I started reading your story I was horrified! Then came the relief of the happy ending.

Especially as you're coming to Hobart! Enjoy your visit!

Yes, even more stressed cause it was the Hobart trip

 

[straitman]

They won't show in your FF account unless QF links your FF# into them. You can call and get this done,
otherwise when you book using the voucher and put your details in then the bookings will show up.

What he said :!:

Ring Qantas and they can do what RichardMEL ​says.

 

[astrosly]

I wonder how many people are going to be caught by this, NOT notice the booking has disappeared and simply turn up for their flight only to find their booking was cancelled? Quite a worrying trend based on this thread alone - both new and residual vouchers.

Any of the staff you folk have spoken with acknowledged there's an issue and advised if it's being addressed?

No acknowledgement that it was an issue, but I got the sense that vouchers are often a problem for them and that Gabbie had seen this before and fairly recently as she knew exactly what to do and after briefly speaking to someone else fixed it in a matter of minutes, as opposed to the OP where it took over half an hour. However, she did give me the impression that they were truly surprised and was quite apologetic that it had happened and even did a bit extra with the seat assignments for me.

Note that in the cases for myself and Deena that they were both remainder vouchers not new/original vouchers, so the problem may be limited to only this type. I can't be too sure as all the bookings from my original issue vouchers were flown by the end of the expiry dates.

 

[astrosly]

As a matter if interest, was anyone asked thier pin number so they could look at your ff account? I was hesitant but gave it, I would have thought they could have accessed all of account information anyway.

Sometimes QF ask for my pin but not on this occasion. I think they ask so that they can login as you into the website and verify what you are reporting, and in this case as they had to re-instate the booking within the reservations system they wouldn't need my pin. Having said that, programming an impersonate function isn't that difficult for web-based applications.

 

[Deena]

Sometimes QF ask for my pin but not on this occasion. I think they ask so that they can login as you into the website and verify what you are reporting, and in this case as they had to re-instate the booking within the reservations system they wouldn't need my pin. Having said that, programming an impersonate function isn't that difficult for web-based applications.

I got the sense that the woman I spoke to might not have believed what I said, she may have been junior on the job or never encountered this before. Still amazed I never got a simple sorry. I asked if the system might have cancelled my Qantas hotel booking as well, no looking in to it for me. This wasn't a voucher booking so should be fine.

 

[kermatu]

No acknowledgement that it was an issue, but I got the sense that vouchers are often a problem for them and that Gabbie had seen this before and fairly recently as she knew exactly what to do and after briefly speaking to someone else fixed it in a matter of minutes, as opposed to the OP where it took over half an hour. However, she did give me the impression that they were truly surprised and was quite apologetic that it had happened and even did a bit extra with the seat assignments for me.

Note that in the cases for myself and Deena that they were both remainder vouchers not new/original vouchers, so the problem may be limited to only this type. I can't be too sure as all the bookings from my original issue vouchers were flown by the end of the expiry dates.

Straitman advised of the same problem but stated the vouchers were new - so could be both?