Bugger [744 substituted in for and A380]

[Flying mermaid]

We're doing our best to contact customers impacted by this change. Sorry to hear this hasn't been your experience. I'd appreciate an opportunity to follow up via private message.

Really? Wasn't my experience either. I had to suffer hours of stress and spend hundreds of dollars after finding out when checking my booking that I had been downgraded. I have found you terrific in your care and help to people on here in general and to me, so this is not aimed at you, but it has been appalling service from Qantas. Mr FM (who generally leaves 99% of decisions to me), has stated he will not fly Qantas again internationally after our booked flights in September. No-one blames Qantas for having a plane out of service, but when something like this happens, it should be an absolute priority to contact people and sort it out to their satisfaction, not taking a public service attitude of we will get round to it in our own sweet time.

 

[drron]

We are on QF11 the day before the OP.Our F upgrades have not come through.Hope you do not change to this flight as obviously our upgrade chances will plummet.:shock:

 

[JohnK]

Very :shock:. Wonder what drpil has that mortals don't .

Inside contacts? Confirmed upgrade to First 6 weeks out and no points deducted.

 

[NoName]

If one had booked a classic award in F and had the plane changed to a 744 what would be your options? If there were seats in the F cabin available the day before/after or departing from/arriving in a different city (eg QF93 instead of QF11) would you be allowed to change flights?

 

[Mr_Orange]

Inside contacts? Confirmed upgrade to First 6 weeks out and no points deducted.

The plot thickens ....

 

[NM]

If one had booked a classic award in F and had the plane changed to a 744 what would be your options? If there were seats in the F cabin available the day before/after or departing from/arriving in a different city (eg QF93 instead of QF11) would you be allowed to change flights?

I would expect you would receive a refund of the difference in points between an F award and a J award.

 

[drron]

We had FASAs booked SYD-JNB-SYD.Then they stopped selling F.We got the difference between the cheapest points FASA and JASA refunded.Great as for our dates the cheap JASAs had gone.And we got to sit in the same seats anyway.

 

[Ansett]

Surely contacting F passengers would have to be a very very high priority and on the basis that we are looking at around 14 people per day that are effected I would be bitterly disappointed if Qantas does not have the resources at hand to contact and come up with a suitable alternative.

God Help those who are being downgraded getting proper and meaningful compensation ............

 

[Red Roo]

Really? Wasn't my experience either. I had to suffer hours of stress and spend hundreds of dollars after finding out when checking my booking that I had been downgraded. I have found you terrific in your care and help to people on here in general and to me, so this is not aimed at you, but it has been appalling service from Qantas. Mr FM (who generally leaves 99% of decisions to me), has stated he will not fly Qantas again internationally after our booked flights in September. No-one blames Qantas for having a plane out of service, but when something like this happens, it should be an absolute priority to contact people and sort it out to their satisfaction, not taking a public service attitude of we will get round to it in our own sweet time.

I'm aware of your scenario, and had already passed on feedback about the handling and management of your booking as you posted it to the other thread. Apologies for not communicating this with you earlier. Another AFF member also sent me a link to that thread, ensuring your disappointing experience was brought to my attention.

Your call to our Reservations team occurred within 24hrs of the change in our system, however our proactive call wouldn't have been too far away. I agree, options to change dates or routes hadn't been exhausted in your initial call to us. This has since been followed up with the individual concerned.

Further more, I've let our Customer Care team know of your circumstances, and they will be in touch with you upon your return later this month. Please keep let me know via private message if there's anything I can assist your with in the interim, or if you have any additional information to add about this matter.

 

[Flying mermaid]

I'm aware of your scenario, and had already passed on feedback about the handling and management of your booking as you posted it to the other thread. Apologies for not communicating this with you earlier. Another AFF member also sent me a link to that thread, ensuring your disappointing experience was brought to my attention.

Your call to our Reservations team occurred within 24hrs of the change in our system, however our proactive call wouldn't have been too far away. I agree, options to change dates or routes hadn't been exhausted in your initial call to us. This has since been followed up with the individual concerned.

Further more, I've let our Customer Care team know of your circumstances, and they will be in touch with you upon your return later this month. Please keep let me know via private message if there's anything I can assist your with in the interim, or if you have any additional information to add about this matter.

Thank-you - I appreciate as always your interest and concern. I of course had no way of knowing when the change happened - I hadn't checked my booking for around two weeks and only did so when we arrived in Rome to make sure all was OK for our flight to Istanbul the next day. I just don't believe a down grade should have been reflected in our booking until we had been contacted (email is fine) and options explored - what is wrong with an email saying your aircraft has been replaced, your options are fly on that flight in J, fly on another day, fly that day via DFW - please let us know your preference. A much more courteous and proactive response.

Please ask Customer Care not to contact - our decision is final. I am not saying we will never fly Qantas internationally again, possibly after testing the water in other directions we will find they are worse and return to the fold. However we are conscious at our age that we don't know what time is left to us and one night of stress is one too many.

 

[Ansett]

Thank-you - I appreciate as always your interest and concern. I of course had no way of knowing when the change happened - I hadn't checked my booking for around two weeks and only did so when we arrived in Rome to make sure all was OK for our flight to Istanbul the next day. I just don't believe a down grade should have been reflected in our booking until we had been contacted (email is fine) and options explored - what is wrong with an email saying your aircraft has been replaced, your options are fly on that flight in J, fly on another day, fly that day via DFW - please let us know your preference. A much more courteous and proactive response.

Please ask Customer Care not to contact - our decision is final. I am not saying we will never fly Qantas internationally again, possibly after testing the water in other directions we will find they are worse and return to the fold. However we are conscious at our age that we don't know what time is left to us and one night of stress is one too many.

FM agree with your comments it wouldn't have taken much as per you suggestion for a professional organisation to have provided customer care to have dealt with this in a more courteous and compassionate manner.

Sincerely hope that you can put this aside and continue to enjoy your trip.

Safe flying and happy times.

 

[Flying mermaid]

FM agree with your comments it wouldn't have taken much as per you suggestion for a professional organisation to have provided customer care to have dealt with this in a more courteous and compassionate manner.

Sincerely hope that you can put this aside and continue to enjoy your trip.

Safe flying and happy times.

Thank-you very much . I was only bitter for about 24 hours - we are having so much fun that nothing could impact it and in the end it was sorted out to our satisfaction.

 

[drpil]

Inside contacts? Confirmed upgrade to First 6 weeks out and no points deducted.

No inside contacts, I promise...

I was as surprised as anyone here.