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

[davidhes]

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 a Qantas flight 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

 

[Franky]

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 a Qantas flight 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

Sad story. Yesterday, I was going back thru some old emails from 2018/2019 onwards, where I had stored some AFF tips about QF, as well as their vagaries. There were numerous emails from disgruntled QF flyers, and increased in numbers the further forward I came. It seems it’s not going to get any better any time soon.

 

[aidan059]

Had something similar happen on MH from SYD to LHR in J class as part of a OTW booking. Flights just mysteriously dropped from the booking because one of the qantas agents made a mistake by cancelling it from my booking when adjusting other flights on the booking.

Call centre team put in a "reinstatement request" for the flights as they were no longer showing as available to book as a reward since someone else snapped them up. If that didn't work, then they were going to put me on a paid seat on QF metal.
In the off chance that you don't get your QR flights reinstated, I would demand for them to convert a revenue seat on QF metal to LHR via SIN because of their mistake - don't hang up until they agree or put in a request.

 

[davidhes]

Had something similar happen on MH from SYD to LHR in J class as part of a OTW booking. Flights just mysteriously dropped from the booking because one of the qantas agents made a mistake by cancelling it from my booking when adjusting other flights on the booking.

Call centre team put in a "reinstatement request" for the flights as they were no longer showing as available to book as a reward since someone else snapped them up. If that didn't work, then they were going to put me on a paid seat on QF metal.
In the off chance that you don't get your QR flights reinstated, I would demand for them to convert a revenue seat on QF metal to LHR via SIN because of their mistake - don't hang up until they agree or put in a request.

Thanks for the reply. I’ll definitely demand a revenue seat like you suggest if the request isn’t approved. Just really hope this final lady actually calls me back in 24hrs… and hopefully with positive news..

I can now see both the brisbane to Perth, Perth to London and brisbane to Doha, Doha to London flights she has requested in my account again. She submitted the request for the reinstatement again and if that wasn’t possible, to put us on the Qantas flights in created reward seats for us. I’m happy with either outcome, but not holding my breath that either will happen.

 

[davidhes]

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.

 

[levelnine]

the option to create us seats on a Qantas flight had been rejected.

This has to be some of the most appalling behaviour from Qantas I've ever seen. They screw up your booking, causing you to lose your business class seats. Then refuse to fix it, refusing to release business class seats on a Qantas flight. That is astonishing.

 

[davidhes]

This has to be some of the most appalling behaviour from Qantas I've ever seen. They screw up your booking, causing you to lose your business class seats. Then refuse to fix it, refusing to release business class seats on a Qantas flight. That is astonishing.

Yep tell me about it.. causing so much angst at home too as the wife is pretty mad that I’ve spent so many hours wasted on the phone and with me being in a coughpy mood everytime I get off the phone from them.

There’s just nowhere to go though. I’ve submitted a complaint on Qantas’s website which I doubt will ever be responded to. Have posted on their Facebook and Twitter. Messaged their messenger account and DMed them. Posted on multiple forums in the hope a staff member sees this and maybe offers to help. Just atrocious.

 

[MEL_Traveller]

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.

I suspect (hope) the option is only off the table until they get the response from qatar.

If they persist in refusing i would escalate to the Australian Airline Consumer Advocate, and a direct message to Alan Joyce’s office.

 

[davidhes]

I suspect (hope) the option is only off the table until they get the response from qatar.

If they persist in refusing i would escalate to the Australian Airline Consumer Advocate, and a direct message to Alan Joyce’s office.

I hope you’re right too… Thanks for the info, didn’t know that was a thing. Will definitely move to that next if they don’t come through.

 

[VPS]

I hope you’re right too… Thanks for the info, didn’t know that was a thing. Will definitely move to that next if they don’t come through.

From a previous thread

I would email Stephanie Tully - people are still saying they are getting a response.

Do not get emotional but just lay out the facts and ask how they are going to resolve it

Good luck

 

[Mwenenzi]

I suspect (hope) the option is only off the table until they get the response from qatar.

If they persist in refusing i would escalate to the Australian Airline Consumer Advocate, and a direct message to Alan Joyce’s office.

Yep tell me about it.. causing so much angst at home too as the wife is pretty mad that I’ve spent so many hours wasted on the phone and with me being in a coughpy mood everytime I get off the phone from them.

There’s just nowhere to go though. I’ve submitted a complaint on Qantas’s website which I doubt will ever be responded to. Have posted on their Facebook and Twitter. Messaged their messenger account and DMed them. Posted on multiple forums in the hope a staff member sees this and maybe offers to help. Just atrocious.

Would lodge a claim now Airline Customer Advocate (ACA)
Just do not expect much of a reply, but has the dispute in writing to a supposedly independent organisation (paid for by the airlines)
QF can open up seats on there own aircraft, but not other airlines.

 

[davidhes]

From a previous thread

I would email Stephanie Tully - people are still saying they are getting a response.

Do not get emotional but just lay out the facts and ask how they are going to resolve it

Good luck

View attachment 275601

Thanks for this. Will send her an email. Can’t hurt to try.

Would lodge a claim now Airline Customer Advocate (ACA)
Just do not expect much of a reply, but has the dispute in writing to a supposedly independent organisation (paid for by the airlines)
QF can open up seats on there own aircraft, but not other airlines.

I had a look at that website. But it requires you to have received a response to your complaint and then if you were unhappy with the response asked it to be reviewed. Then it says you’re allowed to submit to the advocate. It asks you if you’ve done these steps before it allows you to make a submission. Because I haven’t heard anything back from my complaint yet I’m not allowed to submit on there.

 

[ricco]

Appalling treatment but not surprising behaviour from Qantas. As someone who has avoided flying Qantas for a long time due in part to stuff-ups like yours, I can only suggest the following to get what you're entitled to originally - approaches that worked well for me. Be polite, be firm and clear but be VERY LOUD. Airlines like Qantas employ people to monitor social media - e.g FaceBook, Twitter, etc. CEOs monitor social media themselves. National newspapers love stories like this; current affairs programs love them. If you don't want to go down that path, try to find or ask for Joyce's real email address or find out where he works - I think he's in Sydney and make an appointment to see the guy. He does have a small team of "fixers" around him who make the problem go away, in my experience.The last thing he wants to face is a very angry customer. People like him live in a bubble. You still have plenty of time to get the right result.
If it's Qatar you need to deal with and I think that's where you'll end up, the names of the very senior department heads of Qatar I think are still somewhere on their website with their contact details. Try the relevant one but phone direct - don't use the Australian 1300 number - if it still exists but call Qatar - mid morning their time. I've done some flying with Qatar in J -it's hard to beat their Q Suites - and they have been one of the best airlines to deal with - timely in their responses, unfailingly polite and they actually resolve the problem without the massive time wasting sitting on the phone. IMHO
I've given up trying to use FF points for flights. I use them for hotel accommodation instead.

 

[MEL_Traveller]

I think it’s a fairly straightforward letter to QF/ACA. Qantas has admitted an error by the call centre which has resulted in the ticket being cancelled on a partner airline. QF has been unable to get the seats reinstated. the pax is now asking for QF to open seats on QF metal to accommodate the original itinerary.

 

[davidhes]

I think it’s a fairly straightforward letter to QF/ACA. Qantas has admitted an error by the call centre which has resulted in the ticket being cancelled on a partner airline. QF has been unable to get the seats reinstated. the pax is now asking for QF to open seats on QF metal to accommodate the original itinerary.

Who should I send the letter to at QF? I can’t lodge anything with ACA until Qantas respond to my complaint. The website asks you specifically if they have responded to your complaint yet and have you asked them to review it if you were unhappy with the outcome. Which who knows when they will initially answer. The aca page says your request will be ineligible if you haven’t done those things and apply. Or should I just say I’ve done those things on the aca page and submit the info?

 

[VPS]

Who should I send the letter to at QF? I can’t lodge anything with ACA until Qantas respond to my complaint. The website asks you specifically if they have responded to your complaint yet and have you asked them to review it if you were unhappy with the outcome. Which who knows when they will initially answer. The aca page says your request will be ineligible if you haven’t done those things and apply. Or should I just say I’ve done those things on the aca page and submit the info?

When is your flight?

Just try Stephanie Tully first. If you do it today, you may get a response by Tuesday night and if not let us know

 

[davidhes]

When is your flight?

Just try Stephanie Tully first. If you do it today, you may get a response by Tuesday night and if not let us know

Not till end of October. So ages away. But need to resolve it now because even just availability of business seats is going quickly. Hopefully I get a response from Stephanie. Have sent her an email. Thanks for your help.

 

[Mwenenzi]

I had a look at that website. But it requires you to have received a response to your complaint and then if you were unhappy with the response asked it to be reviewed. Then it says you’re allowed to submit to the advocate. It asks you if you’ve done these steps before it allows you to make a submission. Because I haven’t heard anything back from my complaint yet I’m not allowed to submit on there.

You have done all that. They responded, but not solved the problem.
Just submit the claim.
List times/dates of the conversation. [Recording such phone calls worth the effort]

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 a Qantas flight to be created for me. Apparently she will call me back within 24hrs with an answer… I’m not holding my breath.

xx

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.

 

[davidhes]

You have done all that. They responded, but not solved the problem.
Just submit the claim.


xx

Haha ok, cheers. I’ll go with that way to look at it. Will submit now.

 

[TheRealTMA]

Haha ok, cheers. I’ll go with that way to look at it. Will submit now.

See A bit of humour