Qantas FF now enforcing change rules to FF bookings

[cjd600]

Just had the wrong person answer the phone. Happens all the time.

 

[Ktan89]

This is total cough. Really hoping it's just lazy untrained call centres staff telling people to cancel and rebook because its easier for them to complete.
"Sir, we need to cancel the booking and you can rebook online" !@#!?!?

Oh and to keep call wait times down... do they not know this is more frustrating than waiting on the phone? Happy to wait 2 hours if the consultant I get knows what they are doing.

 

[MEL_Traveller]

This is total cough. Really hoping it's just lazy untrained call centres staff telling people to cancel and rebook because its easier for them to complete.
"Sir, we need to cancel the booking and you can rebook online" !@#!?!?

Oh and to keep call wait times down... do they not know this is more frustrating than waiting on the phone? Happy to wait 2 hours if the consultant I get knows what they are doing.

It would be easier to amend rather than just add a segment

But it’s actually the rules, as written. Just call centre staff have been trained to enforce them now.

The agent actually gave me the example, albeit a bad one, of SIN-SYD being an,e to be rerouted SIN-PER-SYD, but can’t add a leg to MEL after SYD.

so he knew the difference between amending an existing segment, and adding a new one.

Of course the example he used wasn’t a great one because another restriction has been added in secret which doesn’t allow the system, or call centres, to book onward aussie connecting flights once you’ve touched down in a capital city. There’s a separate thread about that issues elsewhere on AFF.

 

[Ktan89]

Do we know if this rule was recently added? Anyone have an old copy/version somewhere?

I guess we'll have to wait to hear what Qantas comes back to AFF.

Rant:
The OS call centers loves to make up rules if things are too hard. I really believe this because you will get 1 person making up the dumbest things, you HUACA and then the next person will help you.

Maybe a team leader asked his/her team "what are you guys spending your time on the most?" - got the feedback and then went through the rules and started using this BS so they can meet their KPIs. Haha

Maybe because when you change the departure city to another country, they need to recalculate the taxes, do currency conversion and/or switch ticketing office which is too hard, so they want you to cancel and start again. But adding on flights in the middle or to the end of the itinerary shouldn't be an issue if it works before.

Qantas just train your damn OS call centers!

 

[cambriamarsh]

Do we know if this rule was recently added? Anyone have an old copy/version somewhere?

I guess we'll have to wait to hear what Qantas comes back to AFF.

Rant:
The OS call centers loves to make up rules if things are too hard. I really believe this because you will get 1 person making up the dumbest things, you HUACA and then the next person will help you.

Maybe a team leader asked his/her team "what are you guys spending your time on the most?" - got the feedback and then went through the rules and started using this BS so they can meet their KPIs. Haha

Maybe because when you change the departure city to another country, they need to recalculate the taxes, do currency conversion and/or switch ticketing office which is too hard, so they want you to cancel and start again. But adding on flights in the middle or to the end of the itinerary shouldn't be an issue if it works before.

Qantas just train your damn OS call centers!

I'm not clear the current rules ban adding sectors. While they specifically say sectors can be amended they don't appear to prohibit adding new ones. Maybe I'm being unduly optimistic but hopeful QF will be sensible.

 

[craven morehead]

Following this enhancement

 

[MEL_Traveller]

I'm not clear the current rules ban adding sectors. While they specifically say sectors can be amended they don't appear to prohibit adding new ones. Maybe I'm being unduly optimistic but hopeful QF will be sensible.

That’s covered by 14.7 which has the general prohibition saying no changes may be made to a classic award, unless you meet one of the exceptions.

And ‘change to a segment’ is one exception.

 

[ChrisMars]

I believe the `fare conditions` that you can access when doing the booking prevails. See at the bottom of this screenshot, the link to "ful fare conditions").

Those conditions, state, for this award booking CBR-MEL-SIN

The following changes are permitted up to 24 hours before departure of the first flight in your booking:
- change to name (only for flights with a Qantas (QF) flight number on the ticket that are operated by Qantas)
- change to class of travel
- change to any segment routing (including departure, stopover or destination cities) or airline

"including departure, stopover, or destination cities"

 

[MEL_Traveller]

ChrisMars that’s brilliant!

While there’s clearly an inconsistency in the rules, I think you are right that the immediate rules presented at the time of booking should prevail.

 

[Matt_01]

When I came across this thread I was wondering how it may impact our booking as the first part for Apr 23 is already booked and I will need to start adding the Sep 23 sectors as they become available. Speaking with the VIP agent I was advised that sectors can still be tacked on.

 

[MEL_Traveller]

When I came across this thread I was wondering how it may impact our booking as the first part for Apr 23 is already booked and I will need to start adding the Sep 23 sectors as they become available. Speaking with the VIP agent I was advised that sectors can still be tacked on.

I was confident Auckland and Hobart would still allow it… it is the SA and Fiji call centres that seem to be the issue. Armed with the fare conditions that will make the job easier if we get the ‘can’t add sectors’ line.

I have edited the original post to highlight the potential resolution.

 

[cambriamarsh]

That’s covered by 14.7 which has the general prohibition saying no changes may be made to a classic award, unless you meet one of the exceptions.

And ‘change to a segment’ is one exception.

Bother, thanks for pointing out

 

[Seat0B]

ChrisMars that’s brilliant!

While there’s clearly an inconsistency in the rules, I think you are right that the immediate rules presented at the time of booking should prevail.

Sorry if I am missing the point, but isn't that only about changing an existing segment, not adding a totally new/extra segment?

 

[MEL_Traveller]

Sorry if I am missing the point, but isn't that only about changing an existing segment, not adding a totally new/extra segment?

The issue has been that the TCs define ‘segment’:

‘Segment' means the portion of a journey between two consecutive points listed on an Itinerary. Segments may either be Flight Segments or Surface Segments;​

The fare terms and conditions appear to override the definition of segment by saying you can change the destination of a segment, so it’s no longer the two consecutive points listed on an itinerary.

Which has always been the practice until we started the o/s call centres.

 

[Doctore1003]

Did you ever hear back from Qantas about this @AFF Editor ?

 

[AFF Editor]

Did you ever hear back from Qantas about this @AFF Editor ?

I just heard back from Qantas.

Qantas has confirmed that there have been no policy changes and that it is still possible to add a sector to an existing Classic Flight Reward booking.

It sounds like the call centre operator gave the OP wrong information. Sadly, it wouldn't be the first time this has happened lately.

 

[MEL_Traveller]

I just heard back from Qantas.

Qantas has confirmed that there have been no policy changes and that it is still possible to add a sector to an existing Classic Flight Reward booking.

It sounds like the call centre operator gave the OP wrong information. Sadly, it wouldn't be the first time this has happened lately.

Thanks for following up.

Unfortunately the line that ‘we cannot add a segment’ is not isolated, and appears to fall, technically, within the rules as written.

So either two scenarios… (a) QF’s response didn’t understand the question and just assumed it was possible to add a segment or (b) the call centre operators are incorrect, but how does a mere bronze, silver or gold actually enforce it?

I asked an operator the other day to escalate the issue to a supervisor and they said ‘no, your query is not one that can be escalated’.

Writing to QFFF by the web feedback form elicits no response. We cannot get through to Hobart or Auckland. We cannot escalate to a supervisor or the help desk.

What options do we have?

 

[Ktan89]

That's good news @AFF Editor - thank you again for reaching out.

I wonder if QF would have sent out an internal email to put this on notice within their call centre staff or manager/team leaders atleast.

I doubt it though.. when do they ever care..

 

[jboy90]

While I haven't been referred to the terms and conditions specifically, I was told by the SA call centre this wasn't possible, a few months ago. When I informed the operator I had phoned to do the same activity (ie add another flight to an existing award), they checked with their manager and came back and processed the change (unsuccessfully on the first 3 attempts over multiple days, but that's a different story!).

 

[ozflier]

Thank you AFF Editor