Incorrect information you've been given by Qantas Contact Centre

[Ktan89]

Just got the below from SA CSA. I should have HUACA when he told me he was located at capetown but i thought i would give him a chance.

He said the booking department can not process award tax refunds and that i need to submit a customer service enquiry via online form.
He also said the tax is higher due to multiple legs on my booking and because of this they have extra "transfer fees for luggages, etc"

 

[woodborer]

The current estimated wait time is 20 minutes.

It wasn't even close

 

[Dr Ralph]

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.

It's definitely not correct.

After further email exchanges today, Qantas have agreed to refund via a cheque.

Refund cheque arrived today.

I know it will gaul all those that claimed to the contrary but I can confirm that the claim by Qantas that refunds could ONLY be processed to the card from which payment was originally made is completely false.

Strongly suggest that if Qantas tries this on with you and it's not what you want then push it with them. They will fold.

 

[calmelb]

I have been quite lucky compared to others on here, but I was once charged for requesting a Classic Flight award to be released. Told by the call centre (rudely that is) that they have to charge it on all phone centre requests, and confirmed if you can't do it online they won't charge. But as I could book a flight that day online they had to charge. Told me if I disagree with that I can contact customer care for a refund, couldn't be bothered dealing with customer care so that agent 'won' as such

 

[SeaWolf]

After an obscure ticketing/reservation issue caused by the booking agent occurred with my flight from SYD-MEL I called up to make sure I wouldn't have any problems with the return leg. I waited over an hour on hold and got told by the call centre, "Everything is fine, there's no problem, you'll be able to check in and fly without issue." This proved totally wrong and when I went to check in I wasn't able to. Another hour or so waiting on hold and the agent who answered said, "I don't know what on earth has happened here but I'll fix this right now," and briskly sorted out the issue in less than a minute.
I can't fault the second agent, she was fantastic, but I was frustrated by getting the incorrect info the first time and also having to wait more than an hour on hold each time. This was the first time I'd flown Qantas in quite some time and I'd been contemplating sending more business their way and working towards Gold. I'd been on the fence but after this I concluded that the grass probably wasn't any greener on the other side after all and stuck with Virgin.

 

[Colster]

GOT this one today while trying to change a F award inn QF11 from Syd-Lax to Syd-jfk..”we don’t sell QF11 from SYd-jfk anymore. You have to do it with seperate bookings.

Will HUACA tomorrow.

As an aside, she mentioned there were heaps of seats in J on the LAX-JFK leg but couldn’t get them released. I wonder why

 

[DC3]

I believe that these Call Centres should be named and shamed, to determine if there’s a pattern here.

Manilla, Capetown, Auckland, Hobart? Are there any others?

 

[Rangalad]

I believe that these Call Centres should be named and shamed, to determine if there’s a pattern here.

Manilla, Capetown, Auckland, Hobart? Are there any others?

Never had any problems with either Hobart or Auckland. Miss the Melbourne team.

Found some of the Capetown staff do try their best. A minority unfortunately.

 

[Pushka]

Using the text line. I’ve been told three different dates as to when an award flight was cancelled. At least with text you get a record of the numpty service.

 

[smiliemonster]

I've always had excellent service from Auckland and Hobart whenever I call. Whoever is on the end of text and app messaging... not so great

 

[mrsterryn]

Hobart and Auckland have been very helpful.
South Africa and manilla are useless

 

[Rangalad]

Using the text line. I’ve been told three different dates as to when an award flight was cancelled. At least with text you get a record of the numpty service.

Amadeus time stamps the transaction. Trying to get this information is the challenge. FWIW the ‘native’ (keystroke) entry is RHA. If you can get a copy of the cancellation transaction, I’m happy to decode it for you.

 

[dylarr]

Hobart and Auckland have been very helpful.
South Africa and manilla are useless

I couldn’t agree more with this.

 

[maroonone]

Yesterday I got told they couldn't book the 2nd half of my Oneworld Classic because the flights are 12 months past the date the original ticket was issued. The 2nd half of my flights are within 12 months of my first flight.

I'd like to hear how you get on but my understanding is issue date is King not first flight date even for paid tickets

 

[TheInsider]

I couldn’t agree more with this.

But honestly NOTHING will change, and it will only get worse as more and more staff leave 'local' call centers. Only platinum and above get routed to Hobart now, where Gold 'can' get Auckland. The rest is MNL and CPT.

 

[TheInsider]

Yesterday I got told they couldn't book the 2nd half of my Oneworld Classic because the flights are 12 months past the date the original ticket was issued. The 2nd half of my flights are within 12 months of my first flight.

This is correct information given.

 

[Rangalad]

Never had any problems with either Hobart or Auckland. Miss the Melbourne team.

Found some of the Capetown staff do try their best. A minority unfortunately.

Called early this morning about 4am. Spoke to one of the best Capetown agents. Wish I could remember her name. Original flight cancelled. Within five minutes, rebooked and the ticket reissued. Also asked, is your return flight still suitable? May I check for a later flight to give you more time at your destination? Excellent. Will submit positive feedback, hopefully it will reach her.

 

[Captain Halliday]

This is correct information given.

@TheInsider which of the One World Classic Flight Award Terms does this break? I've looked and can't see why it's a problem.

By way of example if I book flights today 23 Jan, 2020 for dates in Sept 2020 and we assume they are ticketed today.

Then later this month I want to add flights in February 2021 (which I can't book today as they are not released), your interpretation means I wouldn't be able to book them at all as February 2021 is greater than 12 months from first ticket being issued.

 

[TheInsider]

@TheInsider which of the One World Classic Flight Award Terms does this break? I've looked and can't see why it's a problem.

There is no 'rule'.
It just won't work as airline tickets have an expiry of one year. That's how airline ticketing works, no matter what airline (that uses etkts). Jetstar, AirAsia, Scoot are examples of airlines who don't use e-tickets.

You may be able to book it, but I can tell you with 100% certainty, when the time comes to take your flight in Feb 2021, your ticket will be 'void' or 'expired'. Booking will be there, but the flights you won't be able to take.

 

[knightfall88]

There is no 'rule'.
It just won't work as airline tickets have an expiry of one year. That's how airline ticketing works, no matter what airline (that uses etkts). Jetstar, AirAsia, Scoot are examples of airlines who don't use e-tickets.

You may be able to book it, but I can tell you with 100% certainty, when the time comes to take your flight in Feb 2021, your ticket will be 'void' or 'expired'. Booking will be there, but the flights you won't be able to take.

I got to dig deeper into this, not doubting you but because it has horrible implications.

My first ticket was issued in August 2019.

I now have flights in May 2020 and December 2020 on this ticket. You're saying that come August 2020, my ticket will expire and I can't board my flights in December 2020? What's the solution to this? And I've spoken to Qantas 9 times and nobody brought this up.