I guess at least I’m not alone. I’ve really gotten myself in a mess.
In Feb 2020, I booked a ticket via Expedia (I know, I know, book direct!; and I hadn’t done that in years, but it was a weird multi-city itinerary and the only place that could do it). It included one QF sector from MEL-WLG on its own QF ticket stock. Fine. Easy.
April 2020; cancelled by Qantas and converted into Flight Credit. That was my only option because of Expedia.
April 2021: booked new ticket for MEL-NLK return via Expedia with Flight Credit. All was fine. Paid a sizeable fare difference.
I then had to make 3 further changes to dates with minor fare differences, but in each instance, I did so through Qantas directly, who apparently just took over the ticket. They never mentioned a word or batted an eye about it originally being issued via an agency.
July 2021 and Qantas cancels the flights, at which point I give up and ask for a Travel Pass. Received opt-in email but no TP. Called several times, promised TP but never came. Then was told I’m not eligible despite Qantas cancelling because it was issued by a “travel agency,” even though QF had taken over the ticket. Only a Flight Credit. Whatever - 20 hours on hold and on the phone even with Gold status, I said fine.
Flight Credit finally arrives... in completely random number worth about 25% of original ticket and not matching any amount I’d ever paid anywhere along the line.
A dozen calls later and repeatedly being told this was being corrected, I was then told no, only Expedia can manage this. Except nope - Expedia can’t because Qantas had taken over the ticket, blocking their access in the process. QF then directed me to send confirmation from Expedia of this so they could proceed to issue the remaining amount directly. I then submitted written confirmation from Expedia that they couldn’t access the ticket at all through Qantas’ online complaint form as instructed. I received a generic response redirecting me back to Expedia and claiming my ticket doesn’t show the outstanding amount... that every agent and I myself can see on the tax invoice from Qantas issued by Qantas directly on the most recent change.
I called again, exasperated, because it seems when I do manage to reach a call centre agent who’s eager and tries to help, the follow-through never happens, the history is lost, and I have to start over. Today the agent put me on hold for over an hour to contact the Support and Ticketing departments, and told me that the Flight Credit amount I can see is only the taxes and fees, but that the remainder is “noted” on my reservation remarks... but no confirmation of this can be sent to me and no one has ever indicated this before.
I’d like to believe he has somehow made this clear in the booking but I won’t know unless I call in again and ask someone new, which I don’t have the mental preparation to do yet. It’s of course not visible online.
I have so little faith in this right now, but if I manage to reach someone who can correctly apply the full value, I’m tempted to just book a Trans-Tasman flight in late September (likely to be cancelled by QF) that’s worth more than the original ticket to use it up in one go. My hope then would be that the ticket will be reissued correctly and clearly fully controlled by Qantas so that I can ask for a TP or refund when it’s likely cancelled, but I have no idea. It’s $800 which isn’t the end of the world, but I’m just stunned by how awful this experience has been compared to credits with VA and NZ this year.
