Just completed a trip that had 4 separate AA issued reward business tickets for Qantas domestic flights within Australia. Of the 4, I had issues checking in online and at the airport on 2 of them.

The 2 flights with issues were cases where Qantas made a flight change (time change or flight number/aircraft change), and subsequently AA re-issued the Qantas reward ticket numbers within the same AA PNR. Old and new ticket numbers are stored in the AA PNR – and both old and new ticket numbers get transmitted to Qantas into their PNR number.

Problem: The issue turns out to be that Qantas system can’t properly handle the multiple ticket numbers in its PNR. Only the first (original) ticket number stays connected to the reservation. While the reissued AA ticket number is in Qantas PNR – the new ticket number doesn’t connect to the QF PNR. Hence you can’t check in.

1. First flight was just a 10 minute time change. I could not check in on-line on on QF app, nor could the QF agent at the airport looking up my name and getting the QF PNR. Agent said it had a red X, and I had to go to QF customer service desk, who could not check me in either. I called AA and let the QF agent talk to them. QF wanted AA to remove the old ticket number, but AA won’t and can’t do it. AA called their OneWorld desk and QF agent called their HQ ticketing office. Still a no go – AA repushed the ticket, QF has control since on QF flight in the PNRs. After 1.5 hours, with AA saying that they can’t do anything, QF HQ – created a new QF PNR and moved the new ticket number only into a new QF PNR. And I got checked in. I had agent check my next few tickets and he said they were OK, but then >>

2. Second flight (minor flight change and aircraft change) – Tried to check in day before on QF app and could not. So I called AA and setup 3 way call with QF Reservation supervisor. Same issue with old and new ticket number in QF PNR. Spend 3 hours with this 3-way call, with AA connecting their OneWorld desk and the AA agent at OW desk said he doesn’t touch OneWorld reward tickets, but he did a favor and reissued the ticket for a third time. Again QF saw the new ticket number – but Supervisor and AA OW agent kept going back and forth – neither could do anything – AA can’t remove old ticket numbers and QF can’t handle multiple ticket numbers. At the end with QF Supervisor talking to QF HQ finally got someone at QF say to have airport counter check in with Ticket number (not PNR). So the agents gave me the new ticket numbers (2 of us – so 2 numbers). QF supervisor said only airport agents have computers that can access via ticket number and check in that way. Upon arrival – at airport in PER, I had a real smart young man at the QF check in counter and I explained that QF supervisor said I have to be checked in via ticket numbers – so I handed him sheet with ticket numbers. All good and no delay at airport.

Solution: If AA re-issued the ticket for QF only flights – QF needs to check you in only with ticket numbers. Be sure to have final ticket numbers to hand to agent. Call AA in advance to have those new numbers - should also have in Email AA sends when they issue or re-issue tickets.

This seems like something AA and QF need to work to fix. I am sure others have had this issue.