How to get rebooked during airport stuffups

[Clayton]

With airport snafus continuing for whatever reason, would it be possible for the brains-trust to provide some guidance on current "best practise" to get on your way, when Qantas just doesn't want to play?

 

[TomVexille]

Be WP, WP1 or CL

 

[SydneySwan]

Be WP, WP1 or CL

or AJ

 

[Franky]

Be WP, WP1 or CL

Even that's been of no help in recent times...

 

[JohnK]

SYD down to 1 runway.

My 6:10pm flight has been delayed 1h10m possibly longer. No premium checkin don't want to use new kiosks went to regular checkin.

"Your flight is delayed"
"Yes I know thank you"
"Would you like to go on the 5:10pm?"
"Yes please that would be fine if there's an aisle seat"

And so it's done when you least expect.

 

[MJHoops]

In general I try to be civil, direct and persistent.

I think if you say in response to their position something like “that’s not acceptable to me as this is Qantas’ responsibility”, I reckon a lot of people just find it too awkward to not get a solution for you. There is always the “I’d like to discuss this with a supervisor to see if there is another option.”

Mostly just being firm but polite / firm reasonable has worked for me with various consumer disputes in the past

 

[sudoer]

With airport snafus continuing for whatever reason, would it be possible for the brains-trust to provide some guidance on current "best practise" to get on your way, when Qantas just doesn't want to play?

I would highly recommend an ExpertFlyer subscription and broadly familiarising with the Flight Availability function. Spend 2 min working out viable options in the queue for desks at the airport. Work out a couple of options and decide on your preferences.

Then refresh the search every few min while waiting and continue assessing - during IRROPS the availability is going to constantly change.

I've found that if you can lessen the amount of work the agent needs to do, you're more likely to get "your way".

 

[Princess Fiona]

I would highly recommend an ExpertFlyer subscription and broadly familiarising with the Flight Availability function. Spend 2 min working out viable options in the queue for desks at the airport. Work out a couple of options and decide on your preferences.

Then refresh the search every few min while waiting and continue assessing - during IRROPS the availability is going to constantly change.

I've found that if you can lessen the amount of work the agent needs to do, you're more likely to get "your way".

10000% this.
I’m P1 but even I log into EF as soon as I get a cancellation or significant delay and work out my options.
I can generally get through straight away on the phone but the conversation is usually extremely efficient when I know what I want and know there is availability.

This isn’t just restricted to QF. I do it with every other airline that I can especially AA. Makes the AAngels so much happier.

 

[TomVexille]

I would highly recommend an ExpertFlyer subscription and broadly familiarising with the Flight Availability function. Spend 2 min working out viable options in the queue for desks at the airport. Work out a couple of options and decide on your preferences.

Then refresh the search every few min while waiting and continue assessing - during IRROPS the availability is going to constantly change.

I've found that if you can lessen the amount of work the agent needs to do, you're more likely to get "your way".

Doesn't help when you can see 9 seats on EF but the person on the phone says they're not available

Post automatically merged: Jul 8, 2022

In general I try to be civil, direct and persistent.

I think if you say in response to their position something like “that’s not acceptable to me as this is Qantas’ responsibility”, I reckon a lot of people just find it too awkward to not get a solution for you. There is always the “I’d like to discuss this with a supervisor to see if there is another option.”

Mostly just being firm but polite / firm reasonable has worked for me with various consumer disputes in the past

And when the supervisor is unable to help as QF hasn't given them the ability to?

 

[RichardMEL]

EF is an invaluable resource. has paid for itself over and over so many times for me. Definitely recommend.
Also agree with sudoer - the more information we have to present as an option to busy agents that they can do.. often the easier for them and us.

Plus knowing what is a reasonable request vs unreasonable is also a good one. eg if one sees zeros all over, the chances to get on that next flight are probably pretty slim (though it actually has happened to me once which shocked me, but that's another story).

 

[Daver6]

It's an extremely sad state of affairs that for the customer to get a decent/efficient outcome they need to have an EF paid subscription and spoon feed the booking agent.

 

[RichardMEL]

It's an extremely sad state of affairs that for the customer to get a decent/efficient outcome they need to have an EF paid subscription and spoon feed the booking agent.

yeah for sure.. but for us as customers it sure helps a great deal.

and let's face it probably harried and overworked staff in a stressful and demanding situation may thank us for making their life just a little bit easier by having details handy (unless they think we're demanding smart cough, which I suppose is also possible in some cases).

For mine I'd rather help myself out, and if I can help make someone else's day just a little bit easier well that's a bonus.

 

[TomVexille]

It's an extremely sad state of affairs that for the customer to get a decent/efficient outcome they need to have an EF paid subscription and spoon feed the booking agent.

Yet you spoon feed them the info and they don't have the ability to book flights with 9 U seats

 

[sudoer]

It's an extremely sad state of affairs that for the customer to get a decent/efficient outcome they need to have an EF paid subscription and spoon feed the booking agent.

That's true, but during IRROPS sometimes a "decent" outcome can be down to personal preference, and EF can help inform a decision on whether it's worth calling/visiting a check-in counter to improve the booking.

A few months ago, Mrs sudoer was booked on a 5pm MEL-SYD departure in revenue Y with a cleared classic upgrade. She found out at about T-18 that the flight was cancelled, she was auto rebooked on the 6pm service with the upgrade carried across. A perfectly acceptable rebooking, but she actually preferred to take an earlier flight and EF was instrumental in confirming J loadings for all flights through the arvo.

We called and got her rebooked on the 3pm instead, which was U0 I3 so we thought there was a reasonable chance of success - although technically any J seat might have been "convertible" given the cancellation.

In any case, both her and I were happy with the outcome and EF was a significant help in knowing specifically what to ask for the moment the agent answers the phone, rather than going in without knowing which flights could be viable and asking the agent to read out your options.

 

[RooFlyer]

That's true, but during IRROPS sometimes a "decent" outcome can be down to personal preference, and EF can help inform a decision on whether it's worth calling/visiting a check-in counter to improve the booking.

A few months ago, Mrs sudoer was booked on a 5pm MEL-SYD departure in revenue Y with a cleared classic upgrade. She found out at about T-18 that the flight was cancelled, she was auto rebooked on the 6pm service with the upgrade carried across. A perfectly acceptable rebooking, but she actually preferred to take an earlier flight and EF was instrumental in confirming J loadings for all flights through the arvo.

We called and got her rebooked on the 3pm instead, which was U0 I3 so we thought there was a reasonable chance of success - although technically any J seat might have been "convertible" given the cancellation.

In any case, both her and I were happy with the outcome and EF was a significant help in knowing specifically what to ask for the moment the agent answers the phone, rather than going in without knowing which flights could be viable and asking the agent to read out your options.

Your call - as >=Plat and Hobart call centre, or other? Makes all the difference to a successful outcome

 

[CZ322]

I missed my BNE-MEL connection after a QF international flight. First of all, my bag almost arrived in the last batch, despite flying in J and the "Priority" tag is attached. Then, there was a very long customs queue at BNE yet no express line. Finally, it took me 30 minutes to get to the domestic terminal. Clearly, a 1.5hr connection is not enough these days.

The flight started boarding when I arrived and I can't check in my bags. It was the last QF flight to MEL that day. The kiosk staff was extremely rude when I asked for help. The lady at the international connection counter was very helpful though. She offered me a later flight with Jetstar, but I declined so I was put on a flight the next morning in J. Accommodation, taxi vouchers and food reimbursement were provided by Qantas.