Rewards seats changed from QR to QF without approval and from J to Y

11 replies

dwhes

Virgin Australia - Velocity Rewards

Member since 07 Dec 2017

Total posts 5

Hi all,

Just wondering if anyone has had a similar experience and can help offer any advice to get my issues fixed. Here is the story:

I had confirmed and ticketed business class reward seats on Qatar airways from brisbane to Doha, Doha to London (Heathrow). A week after booking them Qantas released some J reward seats on Qantas to London that I could see online. I called up to enquire about the availability and if changing would be possible. After eventually getting through (4hrs on hold) the staff member looked into it and said that there were no J seats available. I was then disconnected and not called back (even after specifically requesting to be called back if disconnected as I’d heard the stories, and provided my mobile number). Anyways I told myself oh well, will just stay with what we have and got on with life.
A week later I was in my Qantas account and noticed that without my approvalchanges to my booking had occurred. It had been changed to a Qantas flight from brisbane to Sydney, Sydney to London. And changed from business to economy. No notice given, no email, no updated eticket. And with no refund of the lower points or taxes into my account.

Called and have had multiple people over several weeks trying to fix it and admitting that it shouldn’t have happened. Countless hours on hold each time and each time with a promise of a callback (which never occurred).


The flights I was originally on briefly appeared in my account as “under request”. They’ve now disappeared, and after getting through again, been advised the request for the flights has come back as denied with no explanation. I’m guessing because Qatar no longer has those seats available.
I have spent countless hours on the phone on hold, countless hours talking about it to call staff, all for a Qantas mistake! And now don’t have the flights and seats that I booked and paid for.

I almost don’t care which flights I’m now on, as long as it’s in J and I’m charged the correct points and taxes for what they put me on. The problem is that there is no J reward seats on any airlines around the date we are looking, 20 Oct 2022. So all the call agents just say there is nothing they can do.

Finally got escalated to a lady who is apparently some kind of manager today. She was understanding and could see the mistake that Qantas had made (which reading between the lines sounds like the first lady didn’t know what she was doing and changed my flights when she was looking at availability and then hung up on me when the error had been made). She has submitted a higher level request for the original flights to be reinstated or for reward seats on Qantas flights from Brisbane to Perth, Perth to london to be created for me. Apparently she will call me back within 24hrs with an answer… I’m not holding my breath.

Has anyone had this happen to them and been able to resolve it positively? Any tips if I don’t get a positive response in 24hrs?

We saved these points for ages to go visit my wife’s dad in England with our newborn. Haven’t seen him in years because of covid and he is too unwell to travel. Wanted to get there in as relative comfort as possible for our first time travelling internationally with a baby. The amount of time wasted and stress over this has been horrendous. Qantas really has gone downhill.


Thanks,

David

Phil Young

Qantas

Member since 22 Oct 2012

Total posts 233

I've heard of similar stories. As you suspect, it appears that some staff when searching for alternative flights for a customer, rather than merely saying what's available, the search results in a change of booking. Given this happens to others, it is probably a software issue plus a training issue that needs be resolved.

anonymous

Member since 24 Dec 2013

Total posts 141

I would have thought the solution is for them to open up reward seats on a Qantas flight. I've seen reports of them doing this in situations like yours. It's low season as well so it shouldn't be too costly for them to do.

dwhes

Virgin Australia - Velocity Rewards

Member since 07 Dec 2017

Total posts 5

Originally Posted by anonymous

I would have thought the solution is for them to open up reward seats on a Qantas flight. I've seen reports of them doing this in situations like yours. It's low season as well so it shouldn't be too costly for them to do.

Yep that’s what I would have thought as well. It seems that’s what the latest lady I managed to get had requested. On top of also again requesting the initial flights to be reinstated, where she stated in the request that it was a Qantas error and the customer shouldn’t suffer as a result. At this point I’m not holding my breath for anything though. Can’t tell you how many hours I’ve spent both on hold waiting to get through, and then retelling the whole story to the next agent again. And every time they eventually look through it and see what’s happened, say they will request it be fixed and then promise a call back which never comes. This latest lady after I escalated it seems to be some kind of manager and was genuinely nice and easy to speak to. So I’m really hoping she calls back tomorrow with an answer. If it’s not positive though I’m not sure what I do next…

sunnybrae

Etihad - Etihad Guest

Member since 21 Jul 2019

Total posts 26

Hello, David. That is one horror story of a booking. Sometimes, when I'm cynical I imagine Qantas exists only to drive people insane(!). When you're next on the phone and going nowhere with the agent, just say you'd like to speak to their superior (a supervisor or duty manager). Experience tells me these 'higher ups' are more able/willing to resolve knotty problems on the spot than mere agents. I'm building up QF points again for a RTW trip, but rather than look forward to it, I'm actually dreading the thought of dealing with Qantas once again. When lifelong customers (42 years flying QF) like me actually dread contact with Qantas, you know something is deeply, deeply, deeply wrong with the airline. Hope everything works out well for you!

dwhes

Virgin Australia - Velocity Rewards

Member since 07 Dec 2017

Total posts 5

Well no call back occurred as expected. Called again and spent 2hrs on hold to get though again. Finally got through and asked to speak to the manager I’d spoken to previously. Had her actual name. Agent spoke to her, she didn’t take my call herself, agent come back and advised that she said she would call in the next couple of days when there is an answer from Qatar. But that the option to create us seats on a Qantas flight had been rejected. Beyond furious.

obanpointer

Qantas - Qantas Frequent Flyer

Member since 08 Jun 2014

Total posts 315

Hi David


I have had similar issues with j awards booked via QFF on JAl and CX, both cancelled or changed.


Firstly although booked with QF the problem is with qatar or the operating carrier and it is their responsibility to put it right, if they can. For me they couldnt as cx are going bust and JAL no longer flies into narita from london and one cannot transit between airports in Japan currently.


In saying that QF has the ability to reach out to qatar and ask them to remedy this issue as part of the OW alliance ( ask them to email qatar via the OW email). Howver qatar are far less responsive than some of the asian OW partners.


I ended up having to book paid fares for 4 of us in J, OUCH! But if this becomes necessary use ITA matrix to search flights and consider entry to europe via Frankfurt ( and departure) as this is far cheaper. Think laterally I am flying back on Oman air FRA to Mel at 2800 per pax one way. Yes more than points butadd up the taxes and the points value ( 100 000 points equates to $1000 for me) and it is not far apart. Use your QF points on J redemption in Oz or to asia next year?


hope this helps

dwhes

Virgin Australia - Velocity Rewards

Member since 07 Dec 2017

Total posts 5

Ok everyone new update. Qantas supervisor I’ve been dealing with called back. As expected Qatar have denied the request as those seats are now gone (it isn’t a Qatar problem, it was Qantas who changed my flights and allowed the Qatar seats to free up) and they are under no requirement to create new ones. Entirely a Qantas mistake and problem.

The supervisor advised after that Qatar denial she put in a request again to create 2 reward seats on QF but that has been denied. She attempted to ask if premium economy would be suitable as she has found 2 reward seats in it.


At this point I could barely contain my frustration and anger. As calmly as I could I expressed that was not a suitable replacement, I had confirmed and ticketed business seats and Qantas screwed up and they are now gone. We saved for several years to have enough points to do this trip in business and it is not ok what we have been put through. Advised I’ve spent upwards of 15hrs on hold and 6hrs speaking to agents across the various calls to fix this.

She said she would keep her ear to the ground and see if she could find anything else. Which I advised wasn’t acceptable. There are flights to London from Sydney, Perth and Melbourne on QF on the day we are due to travel. With business seats still available on all of them. All that needs to be done is 2 seats created for us, however that occurs. We should not be being punished because of a Qantas call centre stuff up.

She’s now asked for another 24hrs to see what she can come up with.

Honestly guys I’m at my wits end. I feel so drained from trying to fix this Qantas screw up. Whilst trying to look after a 2 week old baby and wife who is recovering from surgery.

dwhes

Virgin Australia - Velocity Rewards

Member since 07 Dec 2017

Total posts 5

EVERYONE, we officially have J seats in Brisbane to Perth, Perth to London!! Received a call from a lovely lady called Dema (she was Australian). Not sure her exact role. But she had been put on to my case from someone else (she didn't say how or by who) and wanted to apologise for everything I'd been through. She could see very easily that it was a call centre mistake and that centre will be receiving some feedback. She has created 2 seats for us and the baby, reimbursed the extra points and taxes. It's finally over… I can't believe it…. My guess is my emails to Olivia worth or Stephanie Tully perhaps finally got read? But regardless, it's officially sorted. thank you for the support, suggestions and kind words along the way.

Last editedby dwhes at May 06, 2022, 04:52 PM.

NQflyer

Qantas - Qantas Frequent Flyer

Member since 02 Jun 2015

Total posts 50

Great news!!! They really need to sort their customer service centres out. Terrible behaviour. Should have been dealt with there and then and not drawn out! Bon voyage!

Joe

Member since 03 May 2013

Total posts 135

Shocking Qantas initial handling; losing your seats then not just releasing two seats on Qantas in ONE call, that would have been totally logical considering their 100% stuff up. Get your act together Qantas.

Last editedby Joe at May 08, 2022, 06:13 PM.

DWB6265

Member since 22 Oct 2014

Total posts 13

It is fairly obvious after talking to call centre staff that they receive very little training anymore. With call centres in Hobart, South Africa and rewards in the Philippines the company has lost control of the level of service they are able to provide. Best chance you have of getting anyone who has some knowledge is on the 1300 number that you must use if you are at the airport after all the sales desk staff were redeployed in 2020.

I had some straightforward issues which any res agent with basic knowledge should have been able to sort out. 3 ph calls. 8 hours on hold. 2 hours dealing with various agents. Twice transferred and call terminated.

Frustrating is an understatement.

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