Incorrect information you've been given by Qantas Contact Centre

[exceladdict]

Something else that is important is consistently sending through positive feedback when people get things right, and demonstrate exemplary service, no matter which call centre they're from.

 

[knightfall88]

I've been flat out told that if I couldn't book the flights online then he couldn't do it either. And I said well who can because I clearly see there is a seat available when I search. He told me to talk to a travel agent...

 

[Rebekkap]

They may actually take your phone longer than 30 seconds, goto a back room with your device etc.
Or you could have just lost your phone (worst case scenario).

They might - then again they can do this with your phone even if you don't need to show them anything on it, so I can't really see it's much of an additional risk

 

[Daver6]

This thread outlines my poor experience with many inconsistencies from the QF call centre Vent - QF call centre incompetence

 

[bernardblack]

Something else that is important is consistently sending through positive feedback when people get things right, and demonstrate exemplary service, no matter which call centre they're from.

This is a fair point, and I have done so before with other companies. I would love to be in the position of ever having positive feedback to provide to Qantas.

 

[adenda]

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.

Interesting - exact same thing happened to me just this week. Qantas email quoted Old and New flight details that were exactly the same so I ignored it. After seeing your post I had another look and - as with you - a QR flight had changed departure time by 5 minutes. No consequence but a prompt to check the full itinerary whenever these happen in the future.

 

[MEL_Traveller]

AND recently I called to add a segment to a SYD > DOH flight, to continue on to LHR. Also classic award business class. I got the flight added, offshore call centre so it was a nervous wait to make sure he added the correct flight on the correct day, anyway it was apparently an extra $35 and 96,000 points. I was charged the $35 but i still have all my points. It's been about 5 months now so I assume I am never going to be charged the points.

Is the SYD-DOH on Qatar? QF have a history of not ticketing in time and the reservation is cancelled (even though it looks just fine on the manage booking page). Without the points deducted you haven’t paid for the booking, and it can be cancelled at any time, including right up to boarding It’s a bit of a risk.

 

[Oubline]

Interesting - exact same thing happened to me just this week. Qantas email quoted Old and New flight details that were exactly the same so I ignored it. After seeing your post I had another look and - as with you - a QR flight had changed departure time by 5 minutes. No consequence but a prompt to check the full itinerary whenever these happen in the future.

Exact same thing happened to me, notification about a change to a BA flight that hadn’t actually changed. Figured out that there had been a 5 minute change to a CX flight.

 

[Kangol]

Except the bank wont know who I am and since the account was closed so long ago the refund from Qantas will bounce back!

Had something occur recently which completely disproves the false idea that "the refund will bounce back" and "the bank won't know who I am".

QF sent a refund of charges/taxes following a itinerary change made by me, through to a closed card account. I wasn't even told about any refund or having to pay extra charges on the phone - they just said it was all taken care of.

The bank (proactively) sent me a letter notifying me about the refund - which said that because it could not be processed in the normal way, a cheque was enclosed for the refund amount.

Can't blame the policy for refunding to the original account. Fraud and all.

 

[KimW]

When I changed some award flights yesterday I was charged the 5,000 change fee and the 7,700 'service' fee. I said I wanted to instead pay the service fee as cash $77 as it clearly says you can do under the Terms and Conditions. Service Officer said that is not allowed. I have escalated.

 

[DC3]

There are not many Call Centres being identified, here.

I would like to know which Call Centres are saying some of these things: Oz, NZ, South Africa, Phillipines.

 

[KimW]

Qantas call centre is on meltdown at the moment so this was via SMS.

 

[Franky]

Qantas call centre is on meltdown at the moment so this was via SMS.

Some would say the call centre is on meltdown more often than not...

 

[Daver6]

Some would say the call centre is on meltdown more often than not...

When the RVA more often than not says that there will be delays due to unusually high call volumes, then that indicates those high call volumes are the norm and not unusual.

 

[dylarr]

I have a lot of trouble with the Manila based agents (from Teletech) who take a majority of calls for the QFF Service Centre.

- Promised callbacks that never eventuate
- Agents don't seem to be empowered to actually do much of anything, or are so poorly trained they don't know how
- Told that no phone agent has any access to e-mail requests (with SR #) but a HUACA and the next agent can access it no worries?!
- Told it takes 24 hours once you send an e-mail for them to be able to read it (with SR #), obviously the agent didn't even bother because HUACA and the next agent could access it no worries
- Attempted fob offs to reservations team to for various things that are clearly the QFF service centre responsibility

It's a really sloppy centre which just appears to want to get callers off the line or make it another agents problem whenever they have anything other than just simple routine requests.

My most recent issue was with regards to missing bonus status credits. My first e-mail to them was in October. It has only just been resolved but it has taken over 20 calls, 10 emails and incredible persistence to fix something so small. Something most people would have just given up on. Once I finally got a helpful staff member it only took them minutes to resolve. Why waste so much time initially?

 

[mrsterryn]

Error in our favour :
Was on QF12 from new York to LAX to Sydney all one flight
Flight delayed in LAX and New York (not Qantas fault it was a medical diversion issue , then missed the next leg etc )
Double status flight
Received for
New York to LAX
New York to Sydney

Negative and ongoing :
I do the majority of our flight bookings or I am with husband whilst he does his
I was overseas and husband decided to do some flights on his own lol
We have flights to LAX for March which so far have had four calls in relation to . The last one fixed it all (two South Africa CC and two Hobart)
Husband rings today to query a flight to Melbourne he thought he had booked , SA operator confirms he didn't. Then the operator said "oh I see you have flights booked for March there are a few problems I will fix them for you " husband quickly said leave them alone do not touch
Sooooo now went to check if he did do something . Yeppers looks like my comfort seat has vanished
Husband has quickly learned why one HUAC when you don't get Aust
I will ring tomorrow and hope Hobart is awake lol

 

[knightfall88]

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.

 

[prf31]

As others have experienced, I too have been told that returning to the point of origin on an OW award counts as a stopover.

I’ve also been told that they were unable to add a partner airline (JL) flight to an OW award as it was still subject to regulatory approval. This is despite the same flight being available and bookable online.

 

[knightfall88]

I’ve also been told that they were unable to add a partner airline (JL) flight to an OW award as it was still subject to regulatory approval. This is despite the same flight being available and bookable online.

I heard something similiar. I can see the flight availability and is bookable but agent just keeps saying they can't see availability (spoke to 3 different consultants). Any tips on what to do here besides HUACA..

 

[prf31]

I heard something similiar. I can see the flight availability and is bookable but agent just keeps saying they can't see availability (spoke to 3 different consultants). Any tips on what to do here besides HUACA..

Unfortunately, if it’s part of an OW award that’s too complex to book online (in my case due to the inclusion of sectors on IB), HUACA is all I can suggest, though others may have different ideas. The agent I spoke with tried to escalate the issue through her supervisor while on the phone with me, but to no avail. Extremely frustrating.