Ignore that message. It’s been the same message for ages now. Just continue on to speak to someone. Definitely do not wait until only a day or two before your flight!
Took your (and other's) advice - thanks for the tip.
So, I called at 5:42 am Brisbane time this morning and, eventually got to talk to a lovely lady who, unfortunately, had no idea what to do and kept putting me on hold while she spoke to "others". Then told be she could cancel the booking (award booking) but I would be charged 6000 points fee. I read her the detailed "Fly with confidence" spiel that I had thankfully printed and she, again, went away to consult someone. She came back and said yes all good and that she would put me on hold again while she finalised it. Some time later, without hearing from here again, I was thanked by a machine for using Qantas and asked to complete a survey.
I still don't know if our flights have been cancelled and if they're trying to issue a credit for the $1040 fees or will eventually refund them.
I have now received an email with a booking for December 4th with these strange details. Flight number: QF9250, Dep: QZW 0900, Arr QZY 1200, Economy confirmed and the payment details.
Given my previous experience, it looks like I'll need to call again tomorrow morning and hope to connect with someone who has the ability to explain, and if necessary, fix this.
47 minutes on the phone and still confused. Why would Qantas call this "Customer Service"?
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