Kudos to Qantas Customer Call Centre

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Just got off the phone with Qantas, regarding a flight change I undertook online. Within 20 minutes, I had a phone call from the BKK office (the booking originated in Bangkok) and the lady informed me that I needed to front up to have my CC charged and also asked if I had received an email informing me that this was the case.

I informed her, that I hadn't received an email, and that it was going to be rather difficult to show up at the her office, as I was actually in AU. I was informed that I should call the AU number and confirm everything to the operator to ensure my flight was indeed changed, and an e-ticket issued.

Called right away, waited a couple of minutes and was soon explaining my reasons for calling. All going well until I was informed that I'd have to pay a $50 change fee. I politely asked if this was due to my phone call, the answer being "Yes." I then asked why I was being penalised for their BKK office's demand to sight the CC. I obviously couldn't show the card and it was due to BKK calling and advising me I'd need to contact the AU office that I was doing so, I had after all done everything online.

The operator informed me that he's discuss this with his supervisor as he could see that it was out of my hands and not my fault that I'd needed to call them, but if he was told it had to be charged he's have no choice but to do so.

5 minutes later, I was readily informed the supervisor had agreed to my concerns and the booking change fee had been waived. Flight changed, CC charged and one very happy QF FF. (It did cost approximately 2x the quoted change fee however: 810THB online = $24, charge by Qantas = $50. I can live with that, but rather found it very interesting. )

Congratulations Qantas on listening to your customers and showing understanding of an unavoidable situation - I appreciate that there are staff at your call centre who actually do think outside the square, when needed.

 

[TonyHancock]

So if I am reading that correctly QF didn't charge you for something they shouldn't have charged you for, after trying to charge you for it?

 

[yohy?!]

not sure if it's warrants kudos but it probably highlights the difference between jetstar and qantas these days....

ie JQ will tell you to get stuffed if it's outside their policy, QF will politely tell you to get stuffed and also check with the supervisor if you complain loudly enough

 

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Yes, call the call centre to change the flight - they slug you an extra $50. (Done this before when it was originally booked by a TA - but was happy to pay).
Change it online - no call centre fee, just the charge for the difference.

In my case, I had to call to have the CC approved even though I'd changed it online. Thankfully someone could actually see I really didn't have any choice and used their brains instead of blindly following the rules.

 

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I thought it was great, because in the past they have told me straight out to do it online to save the $50; unfortunately a TA had booked it and from past experience, I was happy to pay QF $50, rather than $500 to the TA.

I was most happy they actually saw that I didn't have a choice, and understood I couldn't go to the BKK office - although it would have been better if they'd taken notice of the note on my booking, that said I had to show my CC to the BKK office; that in itself should have waived the fee as far as I'm concerned. In the end, not needing to get into an argument with the supervisor and having it fixed within 5 minutes, for me, warrants a pat of the back for QF.

And yes, J* have no idea of the meaning of Customer Service - they'd rather tell you to get lost and not even try to assist you, which is why I have never flown with them again, after that eye-opener of a (no other choice) first international flight (in J no less!)