I have a (hopefully final) update. I spent 7 hours on the phone with the Cape Town team today, across 10 separate phone calls, trying to get my booking ticketed. They have charged me 3 times for the taxes/fees, and still did not have my booking ticketed.
Each time the phone went dead and my AMEX was charged without processing a refund for the prior charges, I fired off an email to
[email protected] and
[email protected] outlining the latest developments, highlighting the poor service delivery. There were probably about 8 emails I sent throughout the day.
Well, I just received (9PM) a phone call from a private number, a local representative from Qantas. The call started with "
Stephanie Tully has requested I give you a call to resolve your booking issues". He apologised for the saga from today, asked about my desired itinerary and the amounts that had been charged to my card. He's currently working on the booking and the refund, and has promised a call-back this evening.
A good outcome, yes, but entirely unsatisfactory that I only get my issue sorted after 7 hours because I had the audacity to email the CCO directly. Apologies for my barrage of negativity today, but it's simply not good enough. I have outlayed thousands of dollars for non-refundable upfront payments on this trip as the booking is during a peak period (F1 weekend), I don't need the stress and uncertainty about whether I have a valid ticket.
I've said it before on this forum, and I'll say it again, while Qantas continues to treat its customers with sheer comtempt, I will have no shame in continuing to email their ELT directly, until their call centres are equipped to handle my queries within a satisfactory timeframe.
I have emailed Stpehanie Tully as a last ditch- this is my story
I have a (hopefully final) update. I spent 7 hours on the phone with the Cape Town team today, across 10 separate phone calls, trying to get my booking ticketed. They have charged me 3 times for the taxes/fees, and still did not have my booking ticketed.
Each time the phone went dead and my AMEX was charged without processing a refund for the prior charges, I fired off an email to
[email protected] and
[email protected] outlining the latest developments, highlighting the poor service delivery. There were probably about 8 emails I sent throughout the day.
Well, I just received (9PM) a phone call from a private number, a local representative from Qantas. The call started with "
Stephanie Tully has requested I give you a call to resolve your booking issues". He apologised for the saga from today, asked about my desired itinerary and the amounts that had been charged to my card. He's currently working on the booking and the refund, and has promised a call-back this evening.
A good outcome, yes, but entirely unsatisfactory that I only get my issue sorted after 7 hours because I had the audacity to email the CCO directly. Apologies for my barrage of negativity today, but it's simply not good enough. I have outlayed thousands of dollars for non-refundable upfront payments on this trip as the booking is during a peak period (F1 weekend), I don't need the stress and uncertainty about whether I have a valid ticket.
I've said it before on this forum, and I'll say it again, while Qantas continues to treat its customers with sheer comtempt, I will have no shame in continuing to email their ELT directly, until their call centres are equipped to handle my queries within a satisfactory timeframe.
Thanks for your story - this is mine. Did you get your tickets after the Stephanie Kelly reference??
Any advice ? I've now emailed them as well
SUMMARY OF ISSUE
18/6/22 Booking made for 5 flights through Qantas website using frequent flyer points.
Booking Ref ****** for the following trip
Perth/Mel QF784
Mel/Delhi QF69
Delhi/KL MH191
KL/Denpasar MH715
Denpasar/Perth JQ107
Points deducted 118 730
Visa card billed ~$300
Ticket Itinerary and receipt received from Qantas Customer Services at ******
I contacted Malaysian Airlines for seat allocation and was given seats 2A on each MH flight.
18/6/22 I contacted the service centre to see if I could change my flight date from Denpasar to Perth from 12/10/22 to 20/10/22 and this was done - new return flight was 20/10/22 Denpasar/Perth JQ117
I supplied credit card details as there was a fare difference of ~$23
I was emailed an itinerary from QANTAS AIRWAYS CONTACT CENTRES on 18/6/22 at 3pm to reflect these changes and told to expect a new confirmation and E-Ticket Itinerary from Qantas Customer Services.
All flights were listed on my bookings page on the Qantas website.
New confirmation and E-Ticket Itinerary from Qantas Customer Services not recieved.
4/7/22 Only the 3 QF/JQ flights were listed on my bookings page on the Qantas website
The MH flights below were no longer on my bookings page
Delhi/KL MH191
KL/Denpasar MH715
I contacted the service centre who said that the Visa card transaction for the flight change fare difference had not gone through which is why the 2 MH flights had been cancelled. There was no reason given when I asked why I hadn’t been notified of this. I was told that I should give my Visa card details again, which I did, for a charge of ~$23 and the agent reinstated flights.
I received an email of the itinerary from QANTAS AIRWAYS CONTACT CENTRES on 4/7/22 at 6:32 pm.
I was told to expect a new confirmation and E-Ticket Itinerary from Qantas Customer Services.
All flights were listed on my bookings page on the Qantas website.
A charge appeared on my Visa card banking page.
New confirmation and E-Ticket Itinerary from Qantas Customer Services not recieved.
26/7/22 Email notification advising a time change for Mel/Delhi flight, when I went to my booking page on the Qantas website only 3 flights (QF/JQ) were listed on the bookings page
The MH flights below were no longer on my bookings page
Delhi/KL MH191
KL/Denpasar MH715
I rechecked my visa account- the $23 charge was no longer listed. My assumption was that this was the reason the booking had failed again so I contacted the service centre. The agent was unsure why this would have happened and once again reinstated flights. I inquired as to why I hadn’t been notified of this again but no reason was given. The agent reassured me it was now fixed and they had queued it to ticketing, I was told to expect a new confirmation and E-Ticket Itinerary from Qantas Customer Services.
All flights were listed on my bookings page on the Qantas website.
28/7/22
No confirmation and E-Ticket Itinerary from Qantas Customer Services had been received so I contacted the service centre to ask why. The agent sent me an email of my itinerary from QANTAS AIRWAYS CONTACT CENTRES on 28/7/22 at 7:32 am but said there was problem with the booking and she would look into it and handle the matter. She would call me back within 3 hours. I did not receive a call. I rang back and spoke with another agent who checked with her and told me she would call me back shortly but I never received a call.
All flights are still listed on my bookings page on the Qantas website.
29/7/22
No confirmation and E-Ticket Itinerary from Qantas Customer Services had been received so I contacted the service centre. I was told that my booking had been rejected by ticketing and it would need to be resubmitted as there was an issue, the agent thought he could see what it might be so tweaked it and resubmitted it to ticketing. He said I should call back in 24 hrs if I hadn’t heard anything and it could be escalated directly to the Customer Care Team.
All flights are still listed on my bookings page on the Qantas website.
30/7/22
No confirmation and E-Ticket Itinerary from Qantas Customer Services had been received so I contacted the service centre. I was told the booking was not ticketed and the issue was still not resolved - it appeared to be due to a problem with the points booking at the outset. The agent said he would try to address it but the Points Redemption Team would not be contactable until Monday 1/8/22. He agreed to contact me at 0700 Monday 1/8/22 if the problem had not been resolved so that escalation to The Points Redemption Team could occur.
All flights are still listed on my bookings page on the Qantas website.
1/8/22
No call from Qantas Airways Contact Centre as promised. No confirmation and E-Ticket Itinerary from Qantas Customer Services received so I contacted the service centre. Reya took on the case, she saw the problems still existed - it appeared to be due to a "system glitch", she then sent me an email of the itinerary from QANTAS AIRWAYS CONTACT CENTRES on 4/7/22 at 09:25 am and 09:26, this one also listed the ticket number(as below) as she assured me it was now settled. I asked if she could organise my seat bookings for the MH flights- she did this as she was able to access that part of the system for me- she issued seats 5A for both legs (I had been issued with 2A back at the outset of the booking and again a second time). My seats were no longer available I would have to settle for 5A. I accepted this.
A short while later Reya called me- I would need to pay the ~$23 again as the transaction hadn't gone through and this should settle the matter, I provided a different credit card and the transaction appeared as PENDING to Qantas on my credit card statement. Reya said she would keep an eye on it and stay in touch.
2/8/22
No confirmation and E-Ticket Itinerary from Qantas Customer Services received and credit card transaction to qantas still pending on my card account and so I contacted the service centre. Another agent messaged Reya to let her know that I am still not ticketed and card transaction still pending, she said Reya would call me and this agent would also follow up.
I also rang Malaysian Airlines who confirm they don’t have ticketed flights for me in their system due to a pending payment.