Unnotified flight updates - Qantas Booking

[MikeG]

Recently, I recieved a new itinerary with revised flights from a booking made last year for July 2020. Manage bookings doesn;t give the option to accept/reject the changes, and now I'm hold with a 3+ hour wait time with Qantas. FFS. Why would anyone use Kwantas???

 

[serfty]

I guess they are hoping you'll just accept it. How long ago did you receive the updated itinerary?

 

[GoldCanyon340]

Recently, I recieved a new itinerary with revised flights from a booking made last year for July 2020. Manage bookings doesn;t give the option to accept/reject the changes, and now I'm hold with a 3+ hour wait time with Qantas. FFS.

What was the nature of the itinerary change? If a departure or arrival shifts by a few minutes you usually aren't given the option of accepting or rejecting it.

 

[mrsterryn]

I had an unwanted change yesterday
The choice was given on the app and on the website

 

[MikeG]

I guess they are hoping you'll just accept it. How long ago did you receive the updated itinerary?

A little over a week ago.

Post automatically merged: Mar 13, 2020

What was the nature of the itinerary change? If a departure or arrival shifts by a few minutes you usually aren't given the option of accepting or rejecting it.

Travel time domestically inside the USA. Travel time changed from 4h to over 8h. Connecting flights with massive wait in between. We basically lose a day in the destination with this change. Arrival changes from 9:45am to 1:30pm

 

[serfty]

@MikeG Normally if it's a small change there's often no offer to accept; it just happens. How "big" is the actual change?

In any case, experience has made me double check any such change as soon as I get any notice - sometimes a change can be beneficial in that opportunities can open up.

 

[moa999]

Every airline is making lots of changes now.
Depending on the destination there mightn't be many other options.

If the booking is for July they probably don't want you calling right now.

Enough people calling about flights in March and April

 

[MikeG]

Every airline is making lots of changes now.
Depending on the destination there mightn't be many other options.

If the booking is for July they probably don't want you calling right now.

Enough people calling about flights in March and April

Isn’t there a time limit for rejecting a reschedule?

 

[Port Power]

A little over a week ago.

Post automatically merged: Mar 13, 2020

Travel time domestically inside the USA. Travel time changed from 4h to over 8h. Connecting flights with massive wait in between. We basically lose a day in the destination with this change. Arrival changes from 9:45am to 1:30pm

Domestic airlines within the USA are notorious for cancelling flights, or so it seems, or changing departure times. There is little you can do unless there is a number in Australia to ring. They are helpful, but sometimes the flights are just not there to make a seamless journey. It happened to us recently when departpure was advanced four hours. Instead we had to fly two legs instead of direct, meaning a day of travel. It is what it is.

 

[MikeG]

This was booked with Qantas so I would expect Qantas to handle the changes

 

[MikeG]

Regardless was on the phone for 5 hours and finally a charming South African lady sorted it out for me. I did need to keep going down the “have you tried x y z” path until it was sorted. Sadly she didn’t seem to know how she could help me without prompting.

 

[serfty]

Sadly she didn’t seem to know how she could help me without prompting.

Sadly, they have KPI's and the longer they spend with your call, the less calls they can handle and their 'performance' rating goes down - so a prospective "can't help" will fob off many.

 

[jastel]

I had a minor change to a DOM booking, 1 hour earlier...no big deal really but the emails kept saying I needed to ACCPET it...

Finally found a button right up the top when you open the booking under MANAGE MY BOOKING, you then scroll down to see what the change was and I had to roll back to first line of that and there was an ACCEPT button there.

Not easy to find.

 

[MikeG]

The Qantas website is in need of a major upgrade. Usability was not really on their requirements list... Customer Experience is a dirty word at Qantas.