Qantas changing flights

[Jrvsl]

When will qantas work out a small bit of customer service might go along way in securing loyalty? On sun i tried to catch an earlier flight from SYD -ADL. There were seats but not in "v" class. Instead i spent 3 hrs in the buisness lounge instead of getting home earlier. The dragons either do not have the authority or simple common sense. Remeber this is a Sun flight full of leisure pax.

 

[straitman]

When will qantas work out a small bit of customer service might go along way in securing loyalty? On sun i tried to catch an earlier flight from SYD -ADL. There were seats but not in "v" class. Instead i spent 3 hrs in the buisness lounge instead of getting home earlier. The dragons either do not have the authority or simple common sense. Remeber this is a Sun flight full of leisure pax.

That is why they have different ticket classes. Pay more money and you get more flexibility.

Remember that this is not restricted to QF. All airlines operate this way.

 

[nlagalle]

When will qantas work out a small bit of customer service might go along way in securing loyalty? On sun i tried to catch an earlier flight from SYD -ADL. There were seats but not in "v" class. Instead i spent 3 hrs in the buisness lounge instead of getting home earlier. The dragons either do not have the authority or simple common sense. Remeber this is a Sun flight full of leisure pax.

Welcome to AFF Jrvsl.

v bucket is the bottom end of the flexi savers. so if they were all "leisure pax" then all the fares below you could have been taken. Status (which you haven't said if or what you might have) can sometimes help.

Trying to get an earlier flight can always be hit and miss. Other option is to try the quick check kiosks to see if it will allow you to take an earlier flight.

 

[froggerADL]

When will qantas work out a small bit of customer service might go along way in securing loyalty? On sun i tried to catch an earlier flight from SYD -ADL. There were seats but not in "v" class. Instead i spent 3 hrs in the buisness lounge instead of getting home earlier. The dragons either do not have the authority or simple common sense. Remeber this is a Sun flight full of leisure pax.

I had the exact opposite experience to you. I also asked for an earlier flight from SYD-ADL yesterday (Sun) and they said yes. The flight they moved me to was chockers so I was given a middle seat. When I boarded, the dreaded red light went off and I had to get a new boarding pass for row 1. It was an "s" class ticket though!

I was very happy with the customer service.

 

[richie9x]

They can do it. But I believe that change either has to benefit Qantas (e.g. freeing up seats on a heavily booked later flight) or you have an important reason. I have been on red e-deals and got them changed twice. Once I just asked and got it, but wasn't really expecting to get a yes answer.

The other time I could see my operating aircraft was delayed coming into Perth and I would likely miss my connecting flight which was the last flight of the day. The woman on the service desk had to ring someone up to get permission so I could be rebooked into a higher fare bucket on an earlier flight. For that flight I earned SCs at the economy rate instead of the discount economy rate.

So keep your expectations low, if there is an important reason why you need an earlier flight then tell them, if you do get the earlier flight then great. Also the higher your status is the more that will help in the situation.

 

[ozbeachbabe]

They can do it. But I believe that change either has to benefit Qantas (e.g. freeing up seats on a heavily booked later flight) or you have an important reason. I have been on red e-deals and got them changed twice. Once I just asked and got it, but wasn't really expecting to get a yes answer.

The other time I could see my operating aircraft was delayed coming into Perth and I would likely miss my connecting flight which was the last flight of the day. The woman on the service desk had to ring someone up to get permission so I could be rebooked into a higher fare bucket on an earlier flight. For that flight I earned SCs at the economy rate instead of the discount economy rate.

So keep your expectations low, if there is an important reason why you need an earlier flight then tell them, if you do get the earlier flight then great. Also the higher your status is the more that will help in the situation.

They'll probably only change red-e-deals on the day if you're connecting to an international flight of if they have a "flow forward" on the flight you were originally booked on due to operational reasons like an aircraft downgrade somewhere, thunderstorm rolling in etc.

The poster indicated they were on a changeable fare booked in "V" class however there were only higher classes left. The kiosks will only offer you alternative flights if "V" or the applicable class still has seats left on the new flight.

You may however find that the Service Desk/City Flyer Desk will move you in the above case.

 

[Jrvsl]

What i was trying to state was that it would have been a nice touch on a not so busy day to accommodate a request outside the normal. Asceding to the request only enhances qantas. My only previous experience of a similar request a few years back was that they bent over backwards to help (similar type of fare). BTW I am a WP /OWE.

 

[ozbeachbabe]

What i was trying to state was that it would have been a nice touch on a not so busy day to accommodate a request outside the normal. Asceding to the request only enhances qantas. My only previous experience of a similar request a few years back was that they bent over backwards to help (similar type of fare). BTW I am a WP /OWE.

I agree with you. It's not like you were trying to change a more restrictive red-e-deal. Where did you ask for the change - check-in, J Lounge or at the City Flyer Desk or similar?

 

[Jrvsl]

I agree with you. It's not like you were trying to change a more restrictive red-e-deal. Where did you ask for the change - check-in, J Lounge or at the City Flyer Desk or similar?

Both at the check-in & J lounge. I think its the psychology of not getting home earlier. I never seem to mind too much missing a connection or a delay. Its when you are late getting home that it hits a nerve. I guess that doesn't show up the airlines balance sheet.

 

[harvyk]

They'll probably only change red-e-deals on the day if you're connecting to an international flight of if they have a "flow forward" on the flight you were originally booked on due to operational reasons like an aircraft downgrade somewhere, thunderstorm rolling in etc.

I've changed red-e-deals at the last minute without connecting onto international flights, and even received additional status credits \ points as a result of the new routing.
I have found it to be a little hit and miss. I've always asked politely and used a tone of voice of "if it's possible' rather than a DYKWIA type demand and I expect that has a lot to do with getting onto better flights at the last minute even from a red-e-deal.

 

[serfty]

In the USA where it has been common to be able to standby for an earlier flight Airlines apparently found that late night cheaper flights were being booked rather than the more popular (and hence hirer fared) peak flights.

The the PAX would front up during the peak and standby; with status they were normally successful.

It's about protecting "the product".

It's a real YMMV in any case, as QF will happily move you forward it it suits them and their loadings.

 

[ozbeachbabe]

Both at the check-in & J lounge. I think its the psychology of not getting home earlier. I never seem to mind too much missing a connection or a delay. Its when you are late getting home that it hits a nerve. I guess that doesn't show up the airlines balance sheet.

While all checkin people can change flights if the fare allows changes on the day and that particular class is available - they can't all override the system to change your V class fare if eg only Y, H etc is all that's left. Sometimes particularly in the afternoon when people are flying home it seems just about everyone wants to get an earlier flight. If there is a queue of people at checkin some staff may be relectant to try and get hold of someone on the phone who may be able to make that change if it's going to take awhile.

I'm sure we've all been in a queue & seen the checkin person on the phone trying to sort out a problem for a passenger. How do we feel about that? Frustrated maybe because we just want the passenger to move along so we can be served.

Same goes for asking for changes in the QP or J Lounge - staff are busy making announcements, checking pax's membership cards on entry, doing points upgrades so it may not always be practical for them to take time out to call City Flyer.

My suggestion would be:

Travelling without bags
If you are NB, PS or QP by all means checkin at the kiosk & if there is eg V class available on an earlier flight, the kiosk will automatically offer you the earlier flight during the checkin process if there are v class seats available. If you have already done OLCI you can still go up to a kiosk, scan your boarding pass, Qcard etc & click on the option "change a flight" which will display if you are on a changeable fare. If you are SG, WP, CL or in J & are using Premium Checkin in, ask the checkin agent if it's possible to change to an earlier flight.

If you get no joy with above options, just go directly to the CityFlyer Desk/Service Desk in the departures area as you want to speak to the people who are in charge or onbloading standbys & finalising the flight & ask the question there. At smaller ports you may need to speak to the checkin Supervisor or the Ticket Counter/Sales Desk.

Be specific about what you would like eg "I'm currently booked on QF553 to SYD but I was wondering if there are any seats left on QF549. I've got a changeable fare & I'm travelling with no bags."

If the flight you want is full they may leave you confirmed on the later flight but put you on 'commercial standby' for the earlier one in which you would know about 15 minutes before departure if you're on or not. Remember you can't do this if you have checked luggage. Altea onloads Commercial standby pax before any leisure staff travel pax.

Travelling with bags
Prior to checking in, go to the Sales Desk/Ticket Counter & ask as above eg "I'm currently booked on QF553 to SYD but I was wondering if there are any seats left on QF549 as I'm travelling on a changeable fare." Hopefully they will change you & give you a boarding pass so all you need to do now & drop off your bag in the usual manner.