I have a one world classic reward booked which departs in one week. After the last flight home was cancelled by JAL, I've had to make numerous phone calls to Qantas to get that flight replaced. And the rest of my itinerary reticketed too.
I had my first call to qantas successful in replacing this flight and was scheduled to be ticketed. The following morning I called again and was guaranteed there would be no further changes along with the ticketing being completed. Was also told they would escalate this too.
Then checked my booking hours later and four flights had disappeared.
So I called qantas again.... They said they would reinstate those flights and get it reticketed. I hung up, checked my booking, and found it had disappeared completely.
I typed in the booking reference manually on the qantas website and found the four previously cancelled flights reappeared, whilst the rest were gone. Plus all my passenger details was deleted.
Called qantas yet again and has taken several attempts now to reinstate my existing itinerary.
I am still calling now and qantas keep saying the completion times are ballooning out. They have promised call backs, as no-one can resolve on these calls, and never receive them.
I know Qantas are reliant on Oneworld partner Airlines to complete ticketing changes, however not being able to make changes online makes no sense. It creates work not just for me but for your staff too. It is 2022 for goodness sakes - I shouldn't have to spend hours on hold to speak to staff, with varying levels of service and skill, who could be helping people in greater need.
Glad to hear reading the news and these posts I am not alone in having to battle with Qantas. This is the worst customer experience I've had in Australia in my lifetime.
Sad as this trip has been 3 years in the making. Yet it took being agitated, borderline rude and more calls today finally get through to a supervisor. They couldn't book the flight I wanted so suggested another and actually ticketed it 40 mins later. Took far too much effort to get this done.
please don’t fix the typo. It’s perfect 
