Qantas business class upgrade requested, approved, then rejected!

27 replies

pierrelegrand

Cathay Pacific - The Marco Polo Club

Member since 17 Jan 2013

Total posts 8

We were very excited to hear that our requested upgrade to business class from flexible economy had come through for our flight LAX to MEL on the 7th January 2017.  (Points deducted from our account.). But when we checked-in we were told it had been rejected.  When we asked why, we were told that there were no seats available.  We showed them the text message of approval and the status on our booking on the Qantas iPhone app.  But we were met with that look and tone from the check in staff of "we don't care so take the economy or leave it, no skin off our backs".  We are reasonable and educated people, so, if presented with some explanation we would have accepted the downgrade albeit with some disappointment.  

We are starting to wonder if this is how Qantas treats their most valuable customers then why are we bothering being so loyal?

TheRealBabushka

Member since 21 Apr 2012

Total posts 2,059

Did they refund you your points at least?

pierrelegrand

Cathay Pacific - The Marco Polo Club

Member since 17 Jan 2013

Total posts 8

No, not yet.

airADL

Qantas - Qantas Frequent Flyer

Member since 25 Mar 2014

Total posts 198

What is your status in QF program?

GBRGB

Qantas - Qantas Frequent Flyer

Member since 21 Jan 2014

Total posts 253

Had a similar thing a while back on domestic service DRW - BNE, was told the upgrade should never have been processed as seats weren't available, not much I could do. Worst thing was my exit row seat I had was gone also as I had been allocated 1C when my upgrade came through, enjoyed the 4 hour trip in row 22. As you say the worst thing is the staff who have that " take it or walk" attitude.

pierrelegrand

Cathay Pacific - The Marco Polo Club

Member since 17 Jan 2013

Total posts 8

What is your status in QF program?


I'm a bronze on the cusp of silver.  Don't think that my status has anything to do with what happen.  I requested the upgrade and it was accepted.  Upon checkin they said that it had been rejected, despite all the messages from Qantas saying "Your points upgrade to Business on QF0094 from LAX to MEL departing 07JAN at 22:05 has been confirmed. Enjoy your flight!".

Tim Saunders

Member since 13 Sep 2016

Total posts 30

That is very unusual but I do think your status would have played a role here. I reckon that maybe some senior executive in Qantas or some VIP Chairman's Lounge member needed a seat at short notice and so they looked at who had been upgraded from economy and bumped them back down again. If there were others upgraded who were for example Platinum then I reckon they would have kept their business class seat. I agree that the Qantas staff should have made more of an effort to explain things although if my scenario above is true then I can understand why they would not have wanted to 'share' this info!

airADL

Qantas - Qantas Frequent Flyer

Member since 25 Mar 2014

Total posts 198

Not good and should of been explained.

I would like to hear what QF officially respond.
Operational changes blah blah blah will be rolled out and here 5k points each.


markpk

Qantas - Qantas Frequent Flyer

Member since 29 Nov 2013

Total posts 436

That is very unusual but I do think your status would have played a role here. I reckon that maybe some senior executive in Qantas or some VIP Chairman's Lounge member needed a seat at short notice and so they looked at who had been upgraded from economy and bumped them back down again. 

Qantas employees never get upgrade priority over customers - even lowly bronze. They are often downgraded if a high-tier customer requests an upgrade... My suspicion is a CL customer wanted onto the flight and it was a process of start at the bottom of the upgrades...

Agree its poor form for the staff member to give attitude. Some empathy was clearly called for.

Serg

QFF

Member since 12 Apr 2013

Total posts 870

That is very unusual but I do think your status would have played a role here. I reckon that maybe some senior executive in Qantas or some VIP Chairman's Lounge member needed a seat at short notice and so they looked at who had been upgraded from economy and bumped them back down again. If there were others upgraded who were for example Platinum then I reckon they would have kept their business class seat. I agree that the Qantas staff should have made more of an effort to explain things although if my scenario above is true then I can understand why they would not have wanted to 'share' this info!

This what I wag going to suggest also. All this upgrade business truly sux - you have no control over it whatsoever and totally at their mercy. So if you got it treat it as lotto winning and never put any hope on it.

Serg

QFF

Member since 12 Apr 2013

Total posts 870

That is very unusual but I do think your status would have played a role here. I reckon that maybe some senior executive in Qantas or some VIP Chairman's Lounge member needed a seat at short notice and so they looked at who had been upgraded from economy and bumped them back down again. 

Qantas employees never get upgrade priority over customers - even lowly bronze. They are often downgraded if a high-tier customer requests an upgrade... My suspicion is a CL customer wanted onto the flight and it was a process of start at the bottom of the upgrades...

Agree its poor form for the staff member to give attitude. Some empathy was clearly called for.

Sorry, but I think that there is A employee and THE employee.

MRYJDrake

Air New Zealand - Airpoints

Member since 31 Oct 2016

Total posts 204

What is your status in QF program?


I'm a bronze on the cusp of silver.  Don't think that my status has anything to do with what happen.



Sorry, the part where you said

[QUOTE]We are starting to wonder if this is how Qantas treats their most valuable customers...[QUOTE]

Implied that you might be a valuable customer

rk1

Qantas - Qantas Frequent Flyer

Member since 19 Oct 2015

Total posts 31

I am not surprised at all after a recent forced downgrade when we had paid for business PER-JFK for myself and my wife. Furthermore we we gold going on to platinum (now), so I do not think that status gets you what you want. Qantas are very arrogant now. There was no compensation.

Serg

QFF

Member since 12 Apr 2013

Total posts 870

I am not surprised at all after a recent forced downgrade when we had paid for business PER-JFK for myself and my wife. Furthermore we we gold going on to platinum (now), so I do not think that status gets you what you want. Qantas are very arrogant now. There was no compensation.

I cannot get it - you paid money for business, was seated in economy and there was no compensation?

pierrelegrand

Cathay Pacific - The Marco Polo Club

Member since 17 Jan 2013

Total posts 8

I am not surprised at all after a recent forced downgrade when we had paid for business PER-JFK for myself and my wife. Furthermore we we gold going on to platinum (now), so I do not think that status gets you what you want. Qantas are very arrogant now. There was no compensation.

Holy crap!  Now that's worse!! Paying for business class and downgraded!!!  I feel for you.

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