Need advice: QF downgraded my class of travel on an award booking by mistake but won't correct it

[fairbasa]

Hi all, I'd really appreciate advice on how best to manage this predicament. Long story short:

• Had an award booking MEL-SYD-LAX on QF metal in business
• Rang QF to add additional segments to it - segments were added (could see online and through the app) but not re-ticketed
• Called QF to get it ticketed after a few days of waiting for the e-ticket (I've been burned before waiting too long for an e-ticket)
• QF ticketed it, however upon receiving the e-ticket I noticed the original segments have been downgraded from business to economy - at no point did I ever request a downgrade nor did the operator mention it, and the original MEL-SYD-LAX segments were already previously confirmed and ticketed
• I ring QF and ask for them to release my seats back to me in business (it should be easy, it's their metal) and they are saying they need to go listen to the call recording when I requested the itinerary to be ticketed (really? why? does it seem logical I'd request a downgrade on a confirmed booking then call back 24h later to ask why it was downgraded?)
• They offered to look at alternative dates or refund but I refused, I simply want my confirmed itinerary back - and ticketed
• I'm now sitting in limbo waiting for a call back from QF (I think the team investigating were the South African call centre) which may or may not ever come, despite my insistence no time frame for a response was provided

Anyone have any advice on how to get my original business seats reinstated quickly? Is there a way to get onto the Hobart call centre? I'm concerned the longer this goes on the harder it will become.

Thanks!

 

[dizz]

Sounds incredibly frustrating. I'd be sending an email to [email protected] to see if they can fix it for you.

(See this article for the background on that team: https://www.australianfrequentflyer.com.au/qantas-fix-ticketing-failures/ )

 

[AndyC1970]

I am pretty sure once you contact that email you will be ok. A timely reminder for everyone else -under no circumstances should anyone try to achieve anything with an award booking over the phone. You are really rolling the dice and the odds ARE NOT IN YOUR FAVOUR. Please use the email above. I have had great success with them on several issues.

 

[fairbasa]

Thanks dizz have emailed them now. Technically this is outside their scope from my reading their auto reply but I'm hoping they'll fix it anyway.

I just dont understand how calling the premium line during business hours leads me to a consultant who can't perform a basic task?

Then to make matters worse I have to try my case in what is very obviously a screw up on their part that could be easily fixed.

The manager of the call centre wouldnt reinstate the seats until she had heard the call recording because if audited she worried she wouldnt have enough evidence to justify to management the action. If true, that's insane that QF provide so little empowerment to their call centre managers.

 

[elanshin]

The manager of the call centre wouldnt reinstate the seats until she had heard the call recording because if audited she worried she wouldnt have enough evidence to justify to management the action. If true, that's insane that QF provide so little empowerment to their call centre managers.

It's more of a cover my cough move. They do have the authority, but if their boss ever goes "hey why did you do this" they want to to have their cough covered.

Personally if I was a manager, I'd also be very confused as to how this could have happened in the first place as well and thus check the facts.

Sucks that you're on the receiving end of it. The real annoyance is how long it'll take them. Hopefully, you'll get it resolved soon.

 

[Hunter4vr]

I am pretty sure once you contact that email you will be ok. A timely reminder for everyone else -under no circumstances should anyone try to achieve anything with an award booking over the phone. You are really rolling the dice and the odds ARE NOT IN YOUR FAVOUR. Please use the email above. I have had great success with them on several issues.

Can you even contact them through the email without calling in the first place? I thought the email was for escalations only? I need to add an infant to various award bookings and I'm dreading any issues from calling such as @fairbasa.

 

[djkelly69]

I need to add an infant to various award bookings and I'm dreading any issues from calling

I recently had an issue (not partner-ticketing related) so after getting no help calling, I tried contacting QF via Messenger, having seen some posts on here suggesting it as a good alternative.

As expected, they are quite slow to respond (say 12 hours per message), but after just a few messages my issue was resolved, and then refund received within a couple of days.

Can apparently also contact via Twitter if that is more your thing.

 

[Clayton]

I recently had an issue (not partner-ticketing related) so after getting no help calling, I tried contacting QF via Messenger, having seen some posts on here suggesting it as a good alternative.

As expected, they are quite slow to respond (say 12 hours per message), but after just a few messages my issue was resolved, and then refund received within a couple of days.

Can apparently also contact via Twitter if that is more your thing.

Is twitter (X) still an agreed method? I have a vague recollection they and several other airlines had issued advice this social media channel was no longer monitored.

 

[djkelly69]

Is twitter (X) still an agreed method?

Unsure, I have seen it mentioned previously but don't use it myself. Messenger was fine less than a week ago.

 

[fairbasa]

Pleased to report someone from the Qantas Reward Escalation Ticketing team (email address provided above by dizz) called me today. Couldn't have been better and more professional in resolving it. All fixed on the spot, no need to go retrieve call recordings.

They confirmed that when I added the additional segments to the booking, the agent for no discernible reason cancelled out the MEL-SYD-LAX legs (and I guess must have added them back in as economy?).

Pleased to have the issue resolved but it took me ~4 phone calls/2hrs of my time just to get what I previously had back.

QF if you're reading this: please can you at the very least provide case management of complex issues (i.e. give customers a reference number, SLA for when we can expect updates/resolution and a means of contacting the case manager).

Triaging of complex issues to Hobart would also be highly appreciated and no doubt save money (instead of having customers repeatedly call up playing call centre bingo under the current follow the sun model).

 

[DC3]

I put these sort of errors down to the incompetence/laziness of some Call Centre staff

 

[Seat0B]

Glad you got a good and timely result @fairbasa. QF are going to have to do a lot better on customer relations to fix the damage to their brand.