Re ticketing a Business reward flight

5 replies

boko1956

Qantas - Qantas Frequent Flyer

Member since 09 Jul 2016

Total posts 8

Looking for some of your expert advice. I have booked 2 Business Reward flight with Qantas for a trip to Europe in March, first leg with Malaysian and then onward with Emirates. I was unable to book on the Qantas website as I continuously got error messages. I booked through the FF contact centre who voice switched me to a ticketing agent to finalise the trip. My ticket when it arrived has my first name wrong, Brain instead of Brian. So I won’t get through passport control due to ticket and passport mismatch. Despite contacting the FF contact centre (in South Africa twice) and being told they would fix it nothing has happened. I registered a complaint with customer care and have a reference number again no action, plus have been dealing with Qantas on messenger, still no result. I am a lifetime Silver member my wife is Gold. I am at my wits end I have been trying to resolve this since my ticket came through in late July.

Do you know how I may contact the FF call centre in Hobart ? I used them regularly when I was a platinum member. or does anyone have any Qantas contact who I can talk to, hopefully to resolve this situation. I have read tales of ET readers losing reward flights in similar circumstances due to inexperienced agents

Thanks in advance

Joe

Member since 03 May 2013

Total posts 149

I have resorted to just hanging up until I hear an Aussie accent then hoping that person is in Hobart. I'd rather waste my time hanging up and trying again than speaking to a useless overseas call center. When will Qantas realise those overseas call centers are a liability.

Dan22

Qantas - Qantas Frequent Flyer

Member since 07 Aug 2013

Total posts 146

I know how frustrating it is having so much time wasted trying to make contact with Qantas and nothing happens regardless. My issues was with trying to book reward flights through Qantas on Qatar - was a mess. Glad Virgin are partners with QR now much easier process and get through to customer service within minutes. Are you in Australia? I would result to going to the airport and speaking with a person. Not that you want to do this last minute but I'm pretty sure when flight goes under airport control check in can change ticket errors or atleast get through to ticketing a lot faster then you can to change names to match passport etc.

Try these QF customer priority phone lines - they may be redundant now but one of them worked for me few months ago.

1300 659 161
1300 025 396
1300 659 116

boko1956

Qantas - Qantas Frequent Flyer

Member since 09 Jul 2016

Total posts 8

Thanks Dan 22,

I am in Australia I'll give those numbers a try

patrickk

Qantas

Member since 19 Apr 2012

Total posts 715

If you have lounge status and can get there early enough, I have found lounge staff have lots of authority in reissue-ing tickets. They did it for me the other day on a domestic sector. So don’t worry all is not lost.

boko1956

Qantas - Qantas Frequent Flyer

Member since 09 Jul 2016

Total posts 8

Thanks patrickk was the flight with one world partners or Qantas, domestic or international? I've ended up submitting a complaint to the ACCC, regarding the availability of someone who can actually assist me . The offshore centres seem to not to have the ability to resolve this for me.

Thanks Dan 22 I tried all of the numbers you gave me, I got through to one which claimed to be customer care, was on for an hour, their answer was to refund my points and book again, which I refused ! I reckon they rotate these numbers as 2 went nowhere but constant busy tone. Whats that definition of madness, doing the same thing every day and expecting a different result. It's beginning to feel like that

If I can get to Hobart I'm confident they can help. If I knew for sure that this could be fixed at the Lounge I would do so but its a risky thing to hope for on the day.


Anybody else got any ideas?


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