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
will send you a dm.
