Qantas appalling service

[jrandsk]

I recently changed a business class booking Sydney/Cairns (same day different time) and paid a nominal change fee all looked fine. A minute later I'm advised by Visa that the card used had been replaced and so the transaction was declined. Corrected the card detail on Qantas but nothing more. In frustration wrote via Feedback pointing out system failing and asking that they either call me or point out how I can pay online. Today get a threatening email demanding that I call a 1800 number within 24 hours or the flight will be cancelled. The number had the usual 2 hour wait message but I waited for an hour as I had time but gave up. Is there not some way to make this payment other than spending hours waiting so i can give them money?

 

[Danger]

Can you post the threatening and demanding email?

 

[serfty]

. Is there not some way to make this payment other than spending hours waiting so i can give them money?

Maybe yes.

See this thread for assistance. I think you may be entitled to try the special phone numbers.

Qantas Call Centre Long Wait Times

My understanding (from unofficial sources) is that there is a pool of priority phone numbers that airport staff give to passengers which rotates every few weeks. I will attempt to publish the currently active number(s) in this post: 1300 304 318 1300 659 161 1300 025 396 1300 659 116 1300 024...

www.australianfrequentflyer.com.au

 

[justinbrett]

I recently changed a business class booking Sydney/Cairns (same day different time) and paid a nominal change fee all looked fine. A minute later I'm advised by Visa that the card used had been replaced and so the transaction was declined. Corrected the card detail on Qantas but nothing more. In frustration wrote via Feedback pointing out system failing and asking that they either call me or point out how I can pay online. Today get a threatening email demanding that I call a 1800 number within 24 hours or the flight will be cancelled. The number had the usual 2 hour wait message but I waited for an hour as I had time but gave up. Is there not some way to make this payment other than spending hours waiting so i can give them money?

It wasn't that long ago Qantas had ticket offices in city centres, that you could walk into and hand them cash (it was a good way to avoid the massive credit card surcharges they used to impose).

If you live close to the airport you should be able to sort it out there - but I'd try the priority number in the thread above.

Can you post the threatening and demanding email?

I assume the threat was "we will cancel your flight" and the demand was "pay us the money", so technically OP is correct.

 

[Jack_OC]

Can you post the threatening and demanding email?

Pretty sure it would have been the standard email that QF sends in these circumstances. As it happens, I received one yesterday, which was as shown below. It is a bit annoying that you can't correct the payment online in these circumstances, and of course this is exacerbated by the long call centre wait times, but I wouldn't describe the email as "threatening", and clearly they do have to collect payment before they can ticket the booking.

​ We are having difficulty with your payment​ Booking reference: xx_xx​ Passenger(s): xx_XX

Hello xx_XX, We're having difficulty processing your recent payment and need you to contact us to finalise your booking. If payment isn’t received, your flight booking will be cancelled. What to do next​ 1. Enusre you have your booking reference: xx_XX 2. Call us within the next 24 hours on 1800 957 333 within Australia or outside of Australia contact your local Qantas office, to pay and confirm your booking. 3. Once payment has been received and processed, your ticket will be issued and you’ll receive an email with your itinerary and eticket. Ensure that you have completed the above before arriving at the airport, so that your ticket can be issued in time for your flight. We look forward to welcoming you onboard. Thanks Qantas

 

[MrJetset]

So you used an inactive card that declined and QF ‘threatened’ you by holding your reservation as a courtesy and asking you to pay?

How is this appalling?

 

[RichardMEL]

So you used an inactive card that declined and QF ‘threatened’ you by holding your reservation as a courtesy and asking you to pay?

How is this appalling?

I tend to agree with you though I suspect (hope!) the "appalling" part is the long phone wait time, as we all know is diabolical.

 

[Zanzara]

It wasn't that long ago Qantas had ticket offices in city centres, that you could walk into and hand them cash (it was a good way to avoid the massive credit card surcharges they used to impose).

If you live close to the airport you should be able to sort it out there - but I'd try the priority number in the thread above.



I assume the threat was "we will cancel your flight" and the demand was "pay us the money", so technically OP is correct.

Haven’t they closed all the Airport ticketing desks?

 

[dylarr]

Haven’t they closed all the Airport ticketing desks?

Yes, I don't think there is any QF staff at the airports now capable of handling ticketing? Hence the priority telephone numbers that are handed out by airport staff.

 

[TheInsider]

Yes, I don't think there is any QF staff at the airports now capable of handling ticketing? Hence the priority telephone numbers that are handed out by airport staff.

Correct