Qantas business class upgrade requested, approved, then rejected!

27 replies

SallyJ

Member since 13 Jan 2017

Total posts 2

Another example: couple checked in, with boarding passes, in Melbourne for Sydney Johannesburg flight, business class full fare paid 9 months previous, bumped at the gate in Sydney to economy (not even premium econ) because business was "overbooked". A few hundred bucks compensation offered and refund of the difference.  Hardly the point though when you have a medical condition that means a cramped economy seat for 14 hours is not appropriate, you've already travelled from country Victoria to Melbourne and then flown to Sydney for the flight (add those hours to the flight time), and you've PAID months ahead for the business class seats.  Apparently the cabin staff did their best to compensate, but Q has still lost two customers.

1Worldfreqflyer

Member since 29 Jun 2016

Total posts 15

sorry but I am Platinum and I can assure you that in my experience QF does not care at all about loyalty, they run these expensive PR exercises by way of Feedback Panels and Surveys but I guess they must laugh behind doors at those who participate for they do nothing about it, they simply do not care. Have you ever dealt with the Executive Relations team in Sydney? Lodge a complaint, submit your feedback, whatever you do you get these less than interested and at times highly defensive and dismissive staff but they won't lift a finger, as you rightly point out, why bother giving this airline your loyalty? Others might disagree but QF sucks, one of the worst when it comes to looking after its loyal customers!

mberzins

Qantas - Platinum (Lifetime Gold)

Member since 25 Apr 2013

Total posts 51

Ironic that I should stumble across this post whilst I have time to browse ABT in an airport lounge. I checked in for QF74 SFO-SYD about an hour ago, was told that business is overbooked/oversold and was asked if I'd be prepared to downgrade.  I didn't even ask what the compensation was, I declined. The checkin staffer was very pleasant about it, thanked me "for listening to the offer" and has given me a boarding pass for the seat I selected months ago.  From what I read above, I hope that is still where I am sitting in 1.5 hours time. This is a first for me and, as a QF platinum, I've checked in for a few QF flights over the years. Perhaps it's a good thing I was early at checkin.... fingers crossed.  They've been doing this in the USA for years, I find it unpleasant but know travellers with time to spare make a quest of volunteering and using compensation payments to pay for their holidays.

Last editedby mberzins at Jan 13, 2017, 05:18 PM.

VNAV

Qantas - Qantas Frequent Flyer

Member since 07 Feb 2016

Total posts 13

[QUOTE=4877;35089]

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.
 Did the downgrade apply for all three sectors?

VNAV

Qantas - Qantas Frequent Flyer

Member since 07 Feb 2016

Total posts 13

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.

Did the down grade apply to the three sectors flown from PER to JFK

Packetman21

Qantas - Qantas Frequent Flyer

Member since 28 Jul 2016

Total posts 68

I know, the Qantas airport staff is terrible, I was once travelling with them out of Brisbane, and we did not realise we had our Q-tags on, so it just went, we called for assistance and said, 'Our bags just went without a tag'. The service lady was like, 'you had a bag tag sir, it is called technology' so rude.

Ian_from_HKG

CX

Member since 05 Jun 2012

Total posts 58

I haven't had this with QF, but a few times (thankfully, very few) with other airlines.  My reaction has consistently been "In that case, book me on another flight".  On all but one occasion when I was put on an alternative flight, the response has been (after a bit of tapping on keyboards) "we have no seats available on our other flights today/tonight", to which I reply "that's fine, you can rebook me on another airline".  This generally causes some consternation, but when I stand firm and politely point that I have paid (whether with miles or cash - doesn't matter) for a business class seat and I'm not travelling unless I get one, seats have always miraculously become available.


Now I realise that this probably means that someone else gets bumped, but the way I look at it, it is to some extent the luck of the draw as to who gets bumped.  If someone else is prepared to accept a downgrade/bump and take whatever compensation is on offer, that's fine - it's just that I'm not.  Polite obstinacy seems to work (at least so far, and for me!).

aldrigsomandre

Qantas - Qantas Frequent Flyer

Member since 31 Aug 2015

Total posts 86

Airlines do this a lot, they usually target men who travel alone for the downgrades. Happened to me 5 times on Qantas - I rejected it each time. I feel like if airlines overbook, they should be the one to deal with the crap, not the passengers. So all the passengers should have the right to reject (And the consumer rights suggest that the passengers do have that right.)

I have an engineer friend who works at Qantas and they told me that the rude attitude is expected on the off chance that the passenger gets intimidated and backs down.

Also, I have to say that I find the Qantas staff quite rude at times too. They pass it of as Australian jargon/style but at times, it comes of as rude. For an airline that specifically advertises customer service as their distinctive factor, I find it hard to believe that Qantas has this many issues.

Grannular

Member since 31 Mar 2014

Total posts 223

Ironic that I should stumble across this post whilst I have time to browse ABT in an airport lounge. I checked in for QF74 SFO-SYD about an hour ago, was told that business is overbooked/oversold and was asked if I'd be prepared to downgrade.  I didn't even ask what the compensation was, I declined. The checkin staffer was very pleasant about it, thanked me "for listening to the offer" and has given me a boarding pass for the seat I selected months ago.  From what I read above, I hope that is still where I am sitting in 1.5 hours time. This is a first for me and, as a QF platinum, I've checked in for a few QF flights over the years. Perhaps it's a good thing I was early at checkin.... fingers crossed.  They've been doing this in the USA for years, I find it unpleasant but know travellers with time to spare make a quest of volunteering and using compensation payments to pay for their holidays.
Last edited by mberzins at Jan 13, 2017, 05.18 PM.

Well done. People are too quick to rollover and accept the downgrade. 

pierrelegrand

Cathay Pacific - The Marco Polo Club

Member since 17 Jan 2013

Total posts 8

An update!  It has been 11 days since we were downgraded, and 8 days since we filled out the customer complaint form with Qantas and we still haven't been credited with the 90,000 points they deducted from the account for the "successful" upgrade request.

Doubleplatinum Banned

Qantas - Qantas Frequent Flyer Platinum

Member since 07 Feb 2013

Total posts 431

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!".

You are hardly one of "Qantas' most valuable customers" as you put it, being bronze. "

kimshep

Qantas - Qantas Frequent Flyer

Member since 11 Oct 2014

Total posts 378

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 

Sorry MRYJDRAKE - Both a little rude and condescending to the OP, in my opinion. Whilst the OP is Bronze, he had made enough  paid trips (or received bonus CC points) to amass sufficient points to request and be granted a J Class upgrade (note - not on a Red eDeal fare either). That's not necessarily an easy thing to achieve when you are not gaining status bonuses.

Remember, a SYD-LAX-JFK return in Y will net a Y pax  <10K points without Status Bonuses. So it's clear that the OP has made a few trips of this stage / length. A good bit more valuable than the average family punter doing 2 SYD-BNE returns for his/her annual holidays.

Last editedby kimshep at Jan 26, 2017, 08:22 PM.

John Phelan

Qantas - Qantas Frequent Flyer

Member since 28 Oct 2011

Total posts 245

 They've been doing this in the USA for years, I find it unpleasant but know travellers with time to spare make a quest of volunteering and using compensation payments to pay for their holidays.
Last edited by mberzins at Jan 13, 2017, 05.18 PM.

Indeed, in the US, some pax are known to deliberately book on flights that are likely to end up overbooked just so that they can get the compensation!!

Hi Guest, join in the discussion on Qantas business class upgrade requested, approved, then rejected!

Attach Files