Incorrect information you've been given by Qantas Contact Centre

[DC3]

Once the flight comes under airport control, they can do almost anything to help you in finding availability. The usual rules often go straight out the window.

 

[Mattg]

I was told today by somebody at the Cape Town call centre that British Airways "Y" class is a premium economy award bucket.

I was enquiring about business class award availability on the LHR-GLA route. I was told that there was no business class available on this particular flight, but I could book a premium economy award using my Qantas points. I thought this was strange, since BA does not operate a premium economy cabin on this domestic route, so I asked which fare bucket the agent had found availability in, to which she replied "Y - Yankee class".

I told her that I thought this was a full-economy revenue fare class, but she insisted it was a premium economy award bucket and could not be convinced otherwise.

I'd already spent an hour on hold prior to this point so decided to end the call since it was clear I was not going to get anywhere with this person...

 

[DC3]

… Qantas have agreed to refund via a cheque.

A cheque?

I realise that this was nearly two years ago, but did that cheque ever arrive?

 

[Dr Ralph]

A cheque?

I realise that this was nearly two years ago, but did that cheque ever arrive?

Yes. Despite a number of AFF members being vehemently adament that a refund could only be made to a credit card, a cheque was received. It took a huge effort to get this to happen. I've not been able to replicate the success.

 

[Vic]

I was told today by somebody at the Cape Town call centre that British Airways "Y" class is a premium economy award bucket.

I was enquiring about business class award availability on the LHR-GLA route. I was told that there was no business class available on this particular flight, but I could book a premium economy award using my Qantas points. I thought this was strange, since BA does not operate a premium economy cabin on this domestic route, so I asked which fare bucket the agent had found availability in, to which she replied "Y - Yankee class".

I told her that I thought this was a full-economy revenue fare class, but she insisted it was a premium economy award bucket and could not be convinced otherwise.

I'd already spent an hour on hold prior to this point so decided to end the call since it was clear I was not going to get anywhere with this person...

Albeit this was many years ago, I had a business award Oz to GLA via LHR. All the boarding passes, and booking was all showing business. Got on the plane and it was definitely an all economy seat aircraft (A320 IIRC). The only difference, maybe, was better service and an empty middle seat. But I might have just been lucky to get an empty middle.

I'd be surprised if there was business awards, given the potential lack of business product.

edit, but many years ago. I could be wrong

 

[Mattg]

Albeit this was many years ago, I had a business award Oz to GLA via LHR. All the boarding passes, and booking was all showing business. Got on the plane and it was definitely an all economy seat aircraft (A320 IIRC). The only difference, maybe, was better service and an empty middle seat. But I might have just been lucky to get an empty middle.

I'd be surprised if there was business awards, given the potential lack of business product.

edit, but many years ago. I could be wrong

There is a Club Europe product now on BA UK domestic flights. It's just an economy seat with a blocked middle seat and catering, but is sold as J. These awards are not available on the Qantas website, however, on UK domestic routes operated by BA mainline.

The agent I spoke to was definitely not aware of these details, as after placing me on hold she asked me to repeat the AA flight number (sic) and had no idea which fare classes were award or revenue classes.

 

[MEL_Traveller]

Yes. Despite a number of AFF members being vehemently adament that a refund could only be made to a credit card, a cheque was received. It took a huge effort to get this to happen. I've not been able to replicate the success.

That was me! As you point out some effort to get a cheque. Standard practice is to refund to the original form of payment. Perhaps QF was willing to wear the risk in your case.

 

[datal1]

Posted this in another thread, but I was told by one of the bad call centres that I couldn’t cancel my classic award flight where I was going to take the first leg but not the second. I was advised that in order to get a points refund I had to miss the flight, then call up to ask for the points back. I asked to speak to her manager and got nowhere so I hung up. Called the premium number, 5 minutes was cancelled and points refunded on the spot.

 

[Mattg]

I was advised that in order to get a points refund I had to miss the flight, then call up to ask for the points back.

This is utterly ridiculous advice. There is no way Qantas would retrospectively refund your points after no-showing for a flight!

It's almost as if the person who told you this knows absolutely nothing about how airlines work!

 

[sudoer]

Calling to book classic award on NU22 MMY-HND. QF website doesn't support booking to/from MMY but space showing on BA/JL.

Operator 1: Not available
Operator 2: Not available
Operator 3: Not available
Operator 4: Not available
Operator 5: Not available, can we look at an alternative route?
Me: Sure, MMY-OKA on NU552, 556, 558 or 560 (all showing availability on BA/JL also)
Operator 5: Oh hey, there's space on NU22....

Almost two years later I'm going through this process once again for NU135 NGO-MMY in late 2022. Called three times, told no availability. 3rd rep started lecturing me about how every single bookable award is available on the Qantas website.

JL, CX, BA sites are all showing 6+ seats available on the flight I'm after. FFS

 

[TJM]

I’m seriously aware there are more than one flight from Mel -Syd on 16 May. The Qantas call centre operator in SA suggested I was wrong to suggest a change and there is no QF498 from Mel on that day! She also said the flights in “change your booking” system was not live and are often in error. I had 42 minutes last night and gave up today after 15 minutes of misinformation.

 

[Ade]

A mate called SA call centre yesterday and was told there were no flights from MEL to BLR via any country on 15/04, when clearly there were flights showing on QF website, matrix ITA, Google Flights etc ... Had to stay on the line for 3 hours, until the agent was able to figure out MEL-SIN-CMB-BLR routing. This was even after suggesting that the agent look into this routing 1 hour into the 3 hour call.

 

[jpp42]

I called today and likely got the PH call centre based on accent. I needed to use a Qantas flight credit on a Jetstar domestic flight, just one segment, which is not possible through the antiquated flight credit redemption system despite it being allowed in the T&C's. Initially I was told there were no seats available on the flight at all, despite Jetstar's website saying "8 seats at this price" available (and presumably even more available at a higher fare). After checking further she said, "oh do you want me to check fare basis xx_" - um, yes , why would I not want her to check any Economy fares?

The fare booked this way was $120 more than shown on Jetstar's site despite still being a Starter fare with no checked luggage etc. In hindsight I should have rejected this and booked the similarly-timed Qantas flight which while around $180 more than JQ's base fare, at least includes baggage, assigned seats, meals, and QFF points.

The final and most concerning point is that after 20 minutes working on this single domestic segment, she insisted the booking was "unconfirmed" and likely to be un-ticketed and therefore automatically canceled (in fact she advised that the whole flight would be canceled), and advised that I give up on the whole process. I insisted she leave it in place. Later I checked and the flight is showing ticketed as normal. I have another unrelated booking on the same flight which is also ticketed. Will let you know if it's indeed going to be cancelled... I highly doubt it.

Edit: received the e-ticket itinerary as normal a couple of hours later, flight was ticketed just fine.

 

[RSD]

Incorrect information you've been given by Qantas Contact Centre​

Just saw this thread and burst out laughing at the memory

Back in the mid-90's I had a very long and complicated itinerary for about six weeks of travel that included GCM-LHR via a transit in MIA - using KX then BA and I had been assured by the QF call centre that I didn't need a visa or any paperwork for the transit through MIA - it was only when I landed in MIA and promptly got detained that I discovered that I needed a transit visa - and you don't get one of those on arrival! I spent six hours in detention while they tried to figure out what to do with me - eventually they escorted me to the BA flight and I got the hell out of MIA

 

[kilavuz]

A memory: Januray 2019 I called them to book return SYD HLL flights for two, flexible tickets so I can upgrade with points, very friendly lady helped big time, booked tickets, put us in waiting and cheked availability of award seats both ways, and stated I do not have adequate for both ways, so I aske dher to pool it with my partners points, which exceeded what she was asking for , gave account info and PIN, she said all fine, no issues. This was our Valentine's day holiday. All went according to plan until the night before our return, wewere upgraded (and there were seats still), I received an SMS saying my upgrade request failed. Frantic calls to service centre until 4 ama, each time waiting for an hour or two, the new officer can not find this conversation, 'she should nt have done this, you shoul dhave pooled your points before purchase', I simply do not have points, GF transferred her points to mine (I'm lifetime Silver going for Gold) , waiting waiting, no we 'should try from her account", OK, transfer back, get in line, waiting waiting, no she's cant be offered upgrades (basic blue) ok back to my account, waiting, no, he can't guarantee, and I should check with checkin desk at HLL. So we wnt there three hours before flight, nobody around, in about an hour we found someone, who said there was no more seats and half a dozen others came back with similar arguments/discussions... SO sleepless, tired and hungry (no decent food in HLL airport at 6 am!) we boarded, and horrible plane service started, when I raised my concerns, I was told I was raising my voice and Qantas does not appreciate this, I was streated as a 'drink and disorderly'passenger and denied food and drinks for six hours (I wasnt allowed out of my seat, GF brought teeny cups of water), as I got upset with how we were treated, my GF in tears throughout the episode. Complaints on landing didn't get anywhere as I think they are GODS in the air and shouldn't be questioned whatever the reason. All from a very friendly operator followed by a not-so-friendly one, it wasn't his job to help. Oh this is just before COVID.

 

[sudoer]

we boarded, and horrible plane service started, when I raised my concerns

Out of curiosity, what did you expect the crew onboard to do with your feedback about reservations?

 

[RSD]

Out of curiosity, what did you expect the crew onboard to do with your feedback about reservations?

They still sounded more pleasant than the guys from U.S. immigration I had to deal with in MIA

 

[jakeseven7]

(Rant start)
I called the QF contact centre and was talking to the lovely lady about an AFL game I was about to go and see in MEL while she worked on an award booking for me, she incorrectly predicted the outcome of the game and I’m furious, how dare she disrespect the customer like this, I’m already writing a letter of complaint and am seriously considering switching all my sizeable (lol) leisure business to SQ as punishment to QF.
(Rant over)

 

[serfty]

(Rant start)

I think the ramifications of getting a footy tip incorrect would generally be much less serious than the ramifications/cost of incorrect advice being given such as expressed in many posts herein.

 

[jakeseven7]

I think the ramifications of getting a footy tip incorrect would generally be much less serious than the ramifications/cost of incorrect advice being given such as expressed in many posts herein.

Well I guess that’s your personal opinion and everything is relative - I think the ramifications as to the decisions and discussions I made post this terrible advice given by QF maybe in general quite concerning to many!