Qantas agent made an error and cancelled the flight entirely!

[2025GoldFF]

A few minutes after making an online booking yesterday (January 30), I realised it was for March 11, 2025, instead of February 11, 2025. I promptly contacted the customer service centre (answered in Manila), where an agent made the change while we were on the line and assured me that the flight had been modified to the correct date.

However, when I attempted to reserve seats in the app, I was unable to access the booking. Today after calling the contact centre (also in Manila), I was left completely speechless upon learning that the agent had made an error and cancelled the flight entirely—yet the charge had still been billed to my credit card. The agent claimed the flight had been canceled online yesterday, which is completely false, as the option to cancel a newly booked flight is greyed out and unavailable.

I’m assuming the call centre in Manila is also operated by MindPearl, masquerading as Qantas employees. Qantas must ensure proper training for offshore staff or bring customer service roles back onshore.

 

[RooFlyer]

Welcome to AFF @2025GoldFF . This unfortunately is not an unknown problem with the offshore Qantas call centres. Reports of such stuff-ups have been less frequent recently, but seems not eliminated entirely.

Its a revenue ticket? Contact credit card provider if charges not reversed by Qantas. If cancelled (by either side) within 24hrs, no penalties should apply.

 

[Mwenenzi]

Should not have been charged if a QF ff member
QF link--->https://www.qantas.com/au/en/manage-booking/cancel-for-any-reason.html

How it works
We know that plans change. So, if you're a Qantas Frequent Flyer and you make an eligible flight booking directly with us, you can cancel your flights free of charge within 24 hours. This means:

• no cancelation fees
• we'll cancel your flights and eligible additional products
• we'll refund the value paid for your flights and eligible additional products.

Made a mistake on your booking? You may be able to change instead of cancelling
If you made a mistake while booking with us, you can change your booking instead of cancelling it. Call us by midnight on the same day to correct the details and pay no service or change fees. Find out more at Same day no mistake.

Just booked, but you're not a Qantas Frequent Flyer?
You can still join now. Just be sure to add your Qantas Frequent Flyer number to your booking before you cancel and ensure this is done within 24 hours of making your booking. Conditions apply.*
<snip>

QF management continue to get big bonus.

 

[DejaBrew]

Welcome aboard AFF @2025GoldFF and sorry to hear about your experience. Good advice already offered by RooFlyer and Mwenenzi. Wouldn't hurt to drop Qantas some feedback whilst you're at it (FWIW).

 

[DC3]

… agent had made an error and cancelled the flight entirely—yet the charge had still been billed to my credit card. The agent claimed the flight had been canceled online yesterday, which is completely false, as the option to cancel a newly booked flight is greyed out and unavailable …

Manilla did this sort of thing to me a few months back, for an award itinerary. The guy cancelled the whole itinerary of about 10 segments (but I was only changing one flight) that I had put together over some months. Luckily I was able to get the whole thing re-instated within 48 hours, including JL and AA flights ([email protected]).