Booked Sri Lankan Airlines Flight Using QFF Points on Qantas Website. No Confirmation Email and Can't Find Booking

wmxc on 20/03/2022 - 09:18

Hi all,

So I booked this flight early January for departure in early October. I spent about 250k points + some cash for my wife, daughter and myself for a return trip back to Melbourne.

When I booked the flight, I didn't receive any confirmation email. I just thought I would get it some time in the future. The points were immediately deducted.

I called up Sri Lankan airlines to at least get my PNR. They gave me the PNR and said for some reason the booking has been cancelled.

Now its been extremely difficult to get hold of Qantas and ask them why was it cancelled and if it was cancelled why were my points not returned.

I can still see the flight on the same date being sold.

Has anyone been through a similar scenario?

Please enlighten me if you have.

Travel

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Comments

  • jk on 20/03/2022 - 09:52
    +1

    No screenshots of what you did including the booking number? I always screenshot now.

    You should be able to see your points history including bookings and changes on the app (My QFF, Recent Activity, View Activity), or website (My Activty Statement, under the red box on the right hand side that has your name in it). The booking reference is in each of these items on my history. If the points haven’t been re-credited, I’d be sharing those screenshots with Qantas. Try Facebook Messenger or DM them on Twitter via @qantas.

    I had huge issues recently because I used BPAY with Qantas. I was busy at the time and didn’t follow up the ticketing email. When I did follow it up, the booking didn't appear when I used the Qantas app, but did when I got onto the website. It showed that I hadn’t paid by the required time - I had. I could do nothing with the booking myself, and was really concerned that I would get to the airport and not be able to board!

    Many, many, many hours of waiting and then talking with Qantas staff - who were very helpful when I got through - to fix it.

    Good luck!

    • wmxc on 20/03/2022 - 10:15

      I do have screenshot and I have seen my points deducted in the app. I have contacted them thru twitter. But will try them on FB messenger too.

      Cheers.

      • capslock on 20/03/2022 - 10:37
        +4

        You are going to have to call them to sort this out. Yes you might have to go on hold for several hours. Demand that they reinstate your flights. The quality of Qantas phone agents are inconsistent so you may have to call more than once to get your flights back.

        • jjjaar on 20/03/2022 - 11:21

          Exactly. Just contacting through twitter or Facebook is not going to be enough for this.

          I’ve found that when you go via the FF phone number it’s not as painful as just the generic line.

          • wmxc on 20/03/2022 - 16:06

            @jjjaar: do you know the FF number?

            • jjjaar on 21/03/2022 - 17:46

              @wmxc: Qantas Frequent Flyer 13 11 31

      • markathome on 20/03/2022 - 14:30

        Exactly. Call them. Best is early morning as their call centre is 24/7 or even very late at night. You can get less helpful representatives at these times though.

  • TheMindsetTraveller on 20/03/2022 - 21:33

    Check your My Activity Statement, and click on Redemption. It should show the date, points taken, and booking reference.

    From there you can manage/view your booking etc.

    If that doesn't work, call Qantas and sadly wait up to multiple hours on hold.

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