Hi all,
Just wondering if anyone has had a similar experience and can help offer any advice to get my issues fixed. Here is the story:
I had confirmed and ticketed business class reward seats on Qatar airways from brisbane to Doha, Doha to London (Heathrow). A week after booking them Qantas released some J reward seats on Qantas to London that I could see online. I called up to enquire about the availability and if changing would be possible. After eventually getting through (4hrs on hold) the staff member looked into it and said that there were no J seats available. I was then disconnected and not called back (even after specifically requesting to be called back if disconnected as I’d heard the stories, and provided my mobile number). Anyways I told myself oh well, will just stay with what we have and got on with life.
A week later I was in my Qantas account and noticed that without my approvalchanges to my booking had occurred. It had been changed to a Qantas flight from brisbane to Sydney, Sydney to London. And changed from business to economy. No notice given, no email, no updated eticket. And with no refund of the lower points or taxes into my account.
Called and have had multiple people over several weeks trying to fix it and admitting that it shouldn’t have happened. Countless hours on hold each time and each time with a promise of a callback (which never occurred).
The flights I was originally on briefly appeared in my account as “under request”. They’ve now disappeared, and after getting through again, been advised the request for the flights has come back as denied with no explanation. I’m guessing because Qatar no longer has those seats available.
I have spent countless hours on the phone on hold, countless hours talking about it to call staff, all for a Qantas mistake! And now don’t have the flights and seats that I booked and paid for.
I almost don’t care which flights I’m now on, as long as it’s in J and I’m charged the correct points and taxes for what they put me on. The problem is that there is no J reward seats on any airlines around the date we are looking, 20 Oct 2022. So all the call agents just say there is nothing they can do.
Finally got escalated to a lady who is apparently some kind of manager today. She was understanding and could see the mistake that Qantas had made (which reading between the lines sounds like the first lady didn’t know what she was doing and changed my flights when she was looking at availability and then hung up on me when the error had been made). She has submitted a higher level request for the original flights to be reinstated or for reward seats on a Qantas flight to be created for me. Apparently she will call me back within 24hrs with an answer… I’m not holding my breath.
Has anyone had this happen to them and been able to resolve it positively? Any tips if I don’t get a positive response in 24hrs?
We saved these points for ages to go visit my wife’s dad in England with our newborn. Haven’t seen him in years because of covid and he is too unwell to travel. Wanted to get there in as relative comfort as possible for our first time travelling internationally with a baby. The amount of time wasted and stress over this has been horrendous. Qantas really has gone downhill.
Thanks,
David
The exact same thing has happened to me. A call centre issue, which left me without my original booking. The customer care team from Fiji is truly clueless, and I’ve spent hours on the phone trying to get my booking re-instated. My series of events is as follows.
- Made a booking in April.
- E-ticket issued, and flights confirmed.
- Next day, called 131313 to change my return date.
- Change made.
- Checked a few weeks later (June) – return flight disappears.
- Next day, called 131313 to fix the issue.
- (apparently) Issue fixed.
- Checked a few days later – ALL FLIGHTS DISAPPEARED (departure and return).
- Next day, called 131313 to fix the issue.
- Told, that no flights are available.
- Called 1300659161 to fix the issue.
- Told that Help Desk will re-instate the booking and associated flight.
- Asked, if that's guaranteed. Told, no.
- Asked, if my extra-legroom seats will be refunded. Told to speak to their partner airline.
- Spoke to partner airline, and they told me to speak to Qantas.
Do you by chance have Dema’s email (was it Dema Morris)? Can you message it to me direct? I’m supposed to be flying out in 1 week, when all of this happened. I’m supposed to be accompanying my mother, who is an elderly lady that requires care during the trip.
My mothers flight was unaffected because it was booked direct with Qatar airways. My booking via Qantas FF program … was completely deleted, after having a confirmation and E-ticket issued.
Hope you all have a smooth and peaceful trip and that the other passengers are as understanding during the unsettled squawky times as when I last travelled with DIL and grand-baby.
thank you for the support, suggestions and kind words along the way.
will send you a dm.
it’s truly atrocious the level of service going on atm by Qantas. Or lack there of more accurately.
