WCMO .... Qantas!
I keep telling you ....
Just to give a bit more information on why QF, CMO (one of the reasons, lately). I have a Flex Y booking (FC rules apply) that I need to modify for my upcoming o/s trip to MAA. It was a QBR booking, so called the QBR desk at CPT on Thursday last week, connected immediately, got thru to an agent who, after explaining in great detail what I was after, told me that she is unable to assist me.
I anticipated to run into such issues, so when I had the same issue last month, I noted down the contacts of the agent and their supervisor from CPT that helped me fix the issue. After I provided their details, the agent on the phone said that she will need to talk to the names that I have mentioned and given that they are working the night shift, so won't be able to give me an answer until Friday. Fair enough.
However, no one called Friday until 1700 CBR time, so I called the QBR desk, connected immediately and put thru to another agent, who, honestly kept quoting incorrect policies, fares, fare classes etc. The whole lot was so inconsistent and incorrect as well. He went thru the "I'm unable to sell you a Flex fare, can only sell you a Saver fare" etc .. Then quoted moi $800 over than what the website offers. I simply refused to pay $800 more for the same ticket. I even told him to talk to the agent & supervisor who helped me last month, he cound't do that for some reason. So HUCA. Got put thru to another agent who understood what I wanted and was more than happy to assist. She said that the supervisor had gone home for the day and is not working over the weekend. She will try and contact her outside of work and get back to me.
Over the weekend - she called and updated me that she was reached out to the supervisor, but the supervisor did not respond. So we have to wait for Monday and she will call me on Monday.
Monday - No calls received from QBR till 1700 CBR time, so I called the Reservations line to see if they can assist. After a 40 minute wait, put thru to an agent from NAN, who took a while to understand what I wanted to do. After putting me on hold for over 50 mins, finally came with a fare, but told that she won't be able to offer the QBR discount. She offered to put me thru to QBR team, who can re-price the itinerary and then add the discount. Given that I had spent over 2 hours on the phone with her, I explicitly explained that if she can explain what I want to the QBR agent, saves me going thru the whole spiel again. She promised to do so, but she didn't.
Put thru to another QBR agent, who was only mumbling under his breadth. Had to tell him twice to speak loudly. He finally did, but kept quoting fare class inconsistency in the itinerary I have put together. At this point, I gave him the booking ref from last month that QBR-CPT were able to put together and I also mentioned, please talk to your supervisor, she knows exactly how to fix this. We did not get anywhere after this. So I told him the agent's name that I spoke to on Saturday and requested if she can call me. He said that he has pinged her and she will call when she is available.
Waited until 1900 Monday, no calls, so called up the Reservations line again. Spent over 60 mins and the agent kept quoting at least $200 more than what's available online. In the meantime, the agent from Saturday returned my call and she had figured it out. She called to confirm the fare that she is getting is the same I'm seeing online. She said that she is going to work on my booking overnight and will update me today (Tuesday).
She promptly did and I got my tickets issues today, just $1 more than what's showing on the QBR website. All in all a good outcome, but it's very bad that one has to go thru 5 days, 5 agents from CPT to get one QBR booking modified.
