Incorrect information you've been given by Qantas Contact Centre

[Diadrat5]

I was earlier today told that they could only make a refund to the credit card I used to pay. Even though that account was closed 9 months ago and I no longer have any association with that bank. I was told that I'd have to follow this up with the bank when they made the refund. Except the bank wont know who I am and since the account was closed so long ago the refund from Qantas will bounce back!

It is true that a refund can only be made to the credit card of the original transaction. Even though your account is closed, your credit card account doesn't disappear. It would have been updated to a status of 'closed' when you closed it. The refund from Qantas (if processed correctly) would been received by your bank. You do have to contact your bank to recover your money.

 

[Berlin]

And yes people say the NPS is BS, but not for QF. That's how the managers get paid their bonuses and keep track of everything.

Not only at Qantas, sadly. But that doesn't change the fact that it's a BS measure

 

[Berlin]

And back to topic- via Qantas Twitter:

"Hi Mr. Berlin, we will have exciting news about the new Qantas lounge in Auckland soon". That was about 2 years ago...

 

[TheInsider]

In late 2018 the itinerary for the first part of my trip was LST-MEL-SYD one evening followed by SYD-BKK the next day, all on QF. I was stuck in MEL for the night because MEL-SYD flights were cancelled (I think it was weather). Qantas provided my accommodation, but all the flights MEL-SYD the following morning were full and I was going to miss my SYD-BKK flight. Called Qantas on the premium line and asked them to book me on an alternative route: MEL to BKK via SIN. I could see online that MEL-SIN was available on QF and SIN-BKK was available on Jetstar Asia, on Qantas' own website. But I was told that although she could get me on MEL-SIN, my fare structure would not allow me to take the Jetstar flight SIN-BKK. She was absolutely adamant that is couldn't be done that or any other way, and booked me on a later MEL-SYD flight the following day, and SYD-BKK the day after that. However, I decided to show up at Melbourne airport early the following morning to see what could be done and guess what? No problems! MEL-SIN and SIN-BKK were then booked for me, with SIN-BKK being on SQ. Easily done in only about two or three minutes. As it turned out, the Qantas flight was delayed and I missed the SQ connection, but during flight they rebooked me on a later SIN-BKK flight on TG with a minimum of fuss. So this is a clear example of the call centre staff, even on the premium line, not being able to cope. There are a number of other incidents I have experienced, and I agree that it is getting worse and worse.

This would be correct. Airports are able to do an invol re-route on your ticket and basically ticket any flight and any sector they wish at zero cost if there is a disruption.
The agent you were speaking to probably didn't have access to this feature and was trying to sell a commercial fare and wouldn't price the itinerary.

 

[stoney]

Not the contact centre as I am afraid of them. I have had some changes to my itinerary and received a revised eticket for myself but my wife's booking is separate. I have not received advice or a revised eticket for her. I can not find any way to print out the revised eticket for her. Do I just use the original printed eticket?. Thank you for help in advance.

 

[TomVexille]

Where is @Red Roo when you need him/her??

Was culled by QF a long time ago

 

[Aus ATC]

Was culled by QF a long time ago

It was a rhetorical question

 

[TheInsider]

Not the contact centre as I am afraid of them. I have had some changes to my itinerary and received a revised eticket for myself but my wife's booking is separate. I have not received advice or a revised eticket for her. I can not find any way to print out the revised eticket for her. Do I just use the original printed eticket?. Thank you for help in advance.

You don't need anything printed off. If you are using AFF, I would suggest downloading the Qantas App to your phone (assuming you have a smart phone) and seeing the information on there.

Otherwise just print off what's on your screen at Fly with Australia’s most popular airline | Qantas AU

 

[Rebekkap]

Not the contact centre as I am afraid of them. I have had some changes to my itinerary and received a revised eticket for myself but my wife's booking is separate. I have not received advice or a revised eticket for her. I can not find any way to print out the revised eticket for her. Do I just use the original printed eticket?. Thank you for help in advance.

Why would you need to print out an eticket? I'd be finding a way to check hers has actually been updated though!

 

[Waypoint]

Old Flight ​ Date xx August 2020 ​ Flight BA777 ​ From Stockholm Arlanda 11:25AM ​ To London Heathrow 1:10PM ​

New Flight ​ Date xx August 2020 ​ Flight BA777 ​ From Stockholm Arlanda 11:25AM ​ To London Heathrow 1:10PM

Now these appear to be identical. Checked the ticket against the previous one, and aircraft are the same, terminals are the same, no difference.
Then I check every flight and see on the ticket an earlier flight QR303 Doha-Helsinki has changed from 0200 to 0105. So QF advice of a flight change identified the wrong flight.
There is nothing I need to alter, this is fine, but it is pretty sloppy for a so called quality airline. And I don't like sloppy in an airline, any airline. Toleration of mistakes as a culture eventually leads to accidents.

 

[stoney]

Why would you need to print out an eticket? I'd be finding a way to check hers has actually been updated though!

Qantas advises to print and take a copy. Problem is resolved as just received an email from QF but they still have schedule times incorrect. That is not significant though.

 

[TheInsider]

Old Flight ​ Date xx August 2020 ​ Flight BA777 ​ From Stockholm Arlanda 11:25AM ​ To London Heathrow 1:10PM ​

New Flight ​ Date xx August 2020 ​ Flight BA777 ​ From Stockholm Arlanda 11:25AM ​ To London Heathrow 1:10PM

Now these appear to be identical. Checked the ticket against the previous one, and aircraft are the same, terminals are the same, no difference.
Then I check every flight and see on the ticket an earlier flight QR303 Doha-Helsinki has changed from 0200 to 0105. So QF advice of a flight change identified the wrong flight.
There is nothing I need to alter, this is fine, but it is pretty sloppy for a so called quality airline. And I don't like sloppy in an airline, any airline. Toleration of mistakes as a culture eventually leads to accidents.

Love how it's QF's fault and it's not even their flights!!! This is how schedule changes work and the system. Complain to Amadeus.

 

[stoney]

You don't need anything printed off. If you are using AFF, I would suggest downloading the Qantas App to your phone (assuming you have a smart phone) and seeing the information on there.

Otherwise just print off what's on your screen at Fly with Australia’s most popular airline | Qantas AU

Thank you, I have the app but I feel a little more secure carrying that piece of paper just in case.

 

[bernardblack]

*basically everything said by every email/phone/webchat/Twitter agent in several long-running exchanges I've had with Qantas/QFF*

And not just incorrect, but frequently obviously, absurdly incorrect, and sometimes not just mistaken but deceptive, and delivered rudely to boot.

 

[Waypoint]

Love how it's QF's fault and it's not even their flights!!! This is how schedule changes work and the system. Complain to Amadeus.

Not complaining! Just observing that the flight notified had not changed, it was another flight not notified. It is a QF ticket and the notification is from QF. I did suspect it must be computer generated, but it was still incorrect info.
I do not think this is how schedule change notifications are meant to work at all. Let me try to explain it more clearly. I have a QF OWA ticket with 10 flights. QR notifies QF flight 4 has been changed to one hour earlier. QF then notify me by email that flight 5 (not flight 4) on BA has been changed when it hasn't. It is the QR flight that has changed but QF do not tell me that. How is that not misinformation from QF? Which is what the thread is about. I always check flights carefully, so I discovered the error and it isn't a problem, but the QF email was incorrect information.

 

[Berlin]

Thank you, I have the app but I feel a little more secure carrying that piece of paper just in case.

I’m with you! And you know what- some might say that such behaviour ‘is old-fashioned’ but I disagree: Never happened with airlines but I can’t even count anymore how often hotels have suddenly changed the rate or inclusions on their app ages after it was booked. And if it can happen with hotels, you never know whereelse this could happen.

Even my Millennial better half has started to print everything off, just in case. Experience makes smarter- and sometimes, just a tiny bit more ‘old-fashioned’.

 

[PeterE]

I’m in the US and got a message that said that if I had not requested a FF code to call the contact centre. Fearing my QF FF account was being I called, only to be told it was TWO hours wait time. This is why I choose Virgin.

 

[KSC]

As I have stated in a post I created , had an issue with the Qantas International Business lounge.
Was first promised passes to the Qantas First Lounge on my next visit, when that couldn't be processed was offered an upgrade to F on my flights.

Had tried to chase this up however every-time the agent just hangs up instead of offering a solution.
Another sounded really helpful (Hobart call center), told I would get a call back, then never got a call back (been 2 months now).

I don't expect this to be resolved as I think either proposed offering will make the Qantas call center and servers combust on fire.

Generally I have had good call experiences (when I can get through) and the call centers have been patient, accommodating and respectful.

 

[exceladdict]

As posted in the Oneworld award thread, I was recently told multiple times that nothing could be done about a 4-6 week refund policy for cancelled tickets. While I'm glad the refunds showed up in 2 weeks, the agents were adamant about the longer time frame, and another aff'er pointed out that 2 weeks is in their policies somewhere and correct.

 

[Cessna 180]

As Qantas continues to outsource its contact centres, with more and more calls being answered in Manila & Cape Town, myself and many others have noticed a severe deterioration in the quality of the service provided. It's become so bad, in fact, that I've decided not to re-qualify for Qantas status next year and to move more of my business away to other airlines.

Not all of my experiences with the overseas call centres have been bad. Yesterday, for example, somebody in the South African call centre answered with "Qantas Premium" and was actually quite helpful. The previous time I'd got through to the South African call centre, the lady answered by saying "Hello? Helloooo-ooooo?!" (yep, seriously) and had no idea what she was talking about.

The purpose of this thread is to share the incorrect information you've been given by the Qantas contact centre. This includes the call centres, social media or SMS chat.

Here are just a few of the most ridiculous things I've been told:

• There is no availability on any of the flights you want (even though I've already checked, and the next agent could see the flights when I hung up and called again)
• The Oneworld Explorer (paid RTW fare) rules apply to a Oneworld Classic Flight Reward (umm.... no they don't)
• Your final destination on a Oneworld Classic Flight Reward counts as one of your 5 permitted stopovers

What incorrect information have you been given by Qantas?

As part of GF and my relatively simple ( compared to many on AFF) J award 280k redemption thingy, I decided to amend one leg from JNB-CPT to JNB-DUR.
I checked on AA.COM for availability and it was available.

So I rang up and was fairly promptly answered by a friendly, helpful lady in HB. I outlined the changes and she said that should be easy if the flight was available. Initially she said it wasn't and then when I offered that I felt it was she checked again and it was...
Then she offered to quote it up and we both felt there would be little to no change in the taxes.

On hold for a minute or two and lo and behold it was something like $120 extra in taxes per person or thereabouts. I thought, this just didn't sound right, so being the thinking individual that I am I asked to leave it as is and add in a further sector from PLZ back to JNB on a day which I also saw plenty of availability on AA.com.
Well, this was going to add a further $200 and something per person to the trip. By then I knew this was misinformation so finally I said to try just removing the Comair/BA flights all together to see if the refund would be much ( We have only a few days in Africa so am quite flexible, if any body is wondering) . Well Good Lord, that was going to require $11 per person in addition!

Anyway, I said I would think about it, thanked her for her time and wished her a pleasant afternoon.

Now, I know I don't post a lot on AFF but I am a regular reader and combined with my own experience, I thought about it for roughly two minutes and rang back. I was again promptly answered by an equally helpful lady in HB and after a brief request from me to ask if I could change this one leg and how much it would cost, I was put on hold again for a minute or so.
The response was along the lines of "That will be no worries Mr 180 and you will get a whole $1.22 refund per person." We had a good chuckle about this together, and shortly afterwards the new ticket was in the email and life was simple.

I did ask just out of curiosity how many people were working in that call centre at any one time and she indicated that it was usually around twenty five.

Such a vastly different response from two people in the same area at the same time.