Award booking cancelled due to Qantas Error - AGAIN

[hb13]

Just an update for all following at home. Nothing could be done with RJ and eventually we had to book different seats on a different airline and different date.

Qantas customer service agents including supervisors have been an absolute disgrace and the way this has played out has been beyond pathetic. I spoke to literally over 12 different people including 5 supervisors/managers. Every time you get a promise for a call back and it happened once. I literally had a call back once.

It's a disgrace and I think these issues should garner more attention. I know there are a lot of people who haven't experienced this with Qantas, and some would say they're a 'very good airline' - for over a decade I was one of these people that had no major issues. Until this type of issue happened, and twice in a month. So just BEWARE. Because this may have never happened to you, but this is likely to happen to many, many hundreds.

Qantas obviously doesn't give a stuff because they know there are absolutely no consequences for them. They will continue to do this freely to people till there are consequences from passengers walking away.

 

[ferntree]

Qantas obviously doesn't give a stuff because they know there are absolutely no consequences for them. They will continue to do this freely to people till there are consequences from passengers walking away.

Reading thru this and other related threads I am stunned. OK, all businesses make mistakes now and again, but there is a devastating pattern here. And it's a crime that there's no acountability or consequences.

I don't know if it's indifference or incompetence or (more likely) both. It's little wonder that customers hitherto loyal to the airline for years are now turning their backs and walking away.

 

[stm1sydney]

It's little wonder that customers hitherto loyal to the airline for years are now turning their backs and walking away.

The problem is that very few customers are walking away. Qantas doesn't feel the need to change.

 

[tdimdad]

The problem is that very few customers are walking away. Qantas doesn't feel the need to change.

I wonder if they do any analysis of the retention or spend rates of their FF's? If their top tiers reduce spend proportionally more than other customer segments, that should ring alarm bells. You can entertain the question whether the customers are still travelling / spending like before but increasingly on other carriers...

 

[esseeeayeenn]

The delay in ticketing is indeed awful.
The other awful thing about the Qantas ticketing system is the double payment aspect.
Qantas place a block on your credit card when you make the booking.
Then when they ticket, rather than convert that block into a charge, they put a completely new charge on your credit card.
The block won't disappear for 7-10 days so you need to have twice the credit available on your card as the cost of the flights.
This could explain some alleged "payment issues" on cards which have enough credit to pay for the booking.
Before a rush of replies, I am not saying it would explain all such issues.

 

[OATEK]

The delay in ticketing is indeed awful.
The other awful thing about the Qantas ticketing system is the double payment aspect.
Qantas place a block on your credit card when you make the booking.
Then when they ticket, rather than convert that block into a charge, they put a completely new charge on your credit card.
The block won't disappear for 7-10 days so you need to have twice the credit available on your card as the cost of the flights.
This could explain some alleged "payment issues" on cards which have enough credit to pay for the booking.
Before a rush of replies, I am not saying it would explain all such issues.

BA do the same!

 

[Pele]

To (hopefully) close the loop on my post #18 in this thread.

I contacted the executive at the email address Nitro6333 provided up thread. I got a response the next day from his secretary. They said they had passed the request on to customer service.

About two days later the PNR reappeared in checkmytrip but the status was Waitlisted. Then yesterday the status changed to Unknown but i received an email from Royal Jordanian saying the booking is confirmed. I logged onto the RJ website and it said i had to contact my travel agent to complete the booking. I thought i would leave it as i guessed it meant Qantas would have to pay the taxes.

This morning I got a missed call from what turned out to be qantas and then an email from Qantas saying itinerary is confirmed. I looked in checkmytrip and it is now confirmed and has eticket numbers. Qantas rang again to tell me it is all done and dusted. Tickets confirmed and nothing to worry about.

Fingers crossed that is the end of the ordeal. Flight is in three weeks. This trip will be me burning the last of my qantas points. Have started stockpiling points elsewhere. Unless you are booking domestic qantas flights there is way too much risk that something goes wrong.

Nitro i owe you a beer. Thank you so much.