I need advice. I have spend over 40 hours going from call centre to call centre Suva, Manila, South Africa.
Not one person gives a damn...........Qantas failed to re issue tickets in time resulting in Qatar cancelling flights Rome to Sydney.
Passengers are now in London without any confirmed flights home.
Advice would should I do..............Do I now need to get legal advice and claim the cost of purchasing new tickets through small claim tribunal.
I have lodged a complaint with Airline Customer Advocate....but says it could take 20 days to reply.
ANY ADVICE IS APPRECIATED. THANK YOU
Booked a OWA RTW booking in J in March this year. Due to a few involuntary changes, my latest e-tickets for this booking were dated as recently as early September. Today I was perplexed to find that two crucial long haul segments with CX and QR had dropped off the booking. Based on the...
www.australianfrequentflyer.com.au
just keep calling in the hope that you get someone who cares and is competent enough to help.
sorry to hear this absolute incompetence has struck again!
I booked rewards flights back in July, Adelaide to Paris and returning Edinburgh to Adelaide (both via Mel) with the return in business. The points were debited, paid the taxes and received the tickets via email. Bookings have been showing in Qantas app, selected seats etc. I've just logged in...
Hey AFF Community, Qantas Bronze Member here. Thought I'd share how disastrous it's been trying to arrange my first Qantas Oneworld Business Award Booking (Business redemption, capped 318K QFF). At every step, there have been roadblocks and obstacles. For the past year I have been arranging...
So, short story long... I have a terminal illness and not long left on this planet. My plan was to burn over 1M FF points and see my family dotted around said planet before the inevitable happens. I wanted to do all long haul flights in J or F where possible. My first attempt was a simple OWA...
Hi everyone, I need some assistance with my predicament please. I booked 2 PAX RTW in U class through qantas back in Sept for July22 and had been ticketed constantly after slight time changes up until March 10th. We had another notification of a CX flight time change by 20mins last Thursday...
There are a few posts regarding problems with QF not ticketing partner award bookings for a considerable time and as a consequence, reservations booked on-line are subsequently cancelled by the respective partner airlines. This is despite, in some instances, a Oneworld booking being made on the...
www.australianfrequentflyer.com.au
Qantas really needs to do something to stop this from happening again and again. Once the seats are gone, it's almost impossible to get them back unless you strike gold with a competent call centre agent who's willing to speak to the Oneworld liaison and/or Qantas releases replacement seats on its own flights.
All Qantas flights from Rome (and London) to Sydney are fully booked in the coming weeks, so I don't like your chances, unfortunately
I booked rewards flights back in July, Adelaide to Paris and returning Edinburgh to Adelaide (both via Mel) with the return in business. The points were debited, paid the taxes and received the tickets via email. Bookings have been showing in Qantas app, selected seats etc. I've just logged in...
Hey AFF Community, Qantas Bronze Member here. Thought I'd share how disastrous it's been trying to arrange my first Qantas Oneworld Business Award Booking (Business redemption, capped 318K QFF). At every step, there have been roadblocks and obstacles. For the past year I have been arranging...
So, short story long... I have a terminal illness and not long left on this planet. My plan was to burn over 1M FF points and see my family dotted around said planet before the inevitable happens. I wanted to do all long haul flights in J or F where possible. My first attempt was a simple OWA...
Hi everyone, I need some assistance with my predicament please. I booked 2 PAX RTW in U class through qantas back in Sept for July22 and had been ticketed constantly after slight time changes up until March 10th. We had another notification of a CX flight time change by 20mins last Thursday...
There are a few posts regarding problems with QF not ticketing partner award bookings for a considerable time and as a consequence, reservations booked on-line are subsequently cancelled by the respective partner airlines. This is despite, in some instances, a Oneworld booking being made on the...
www.australianfrequentflyer.com.au
Qantas really needs to do something to stop this from happening again and again. Once the seats are gone, it's almost impossible to get them back unless you strike gold with a competent call centre agent who's willing to speak to the Oneworld liaison and/or Qantas releases replacement seats on its own flights.
All Qantas flights from Rome (and London) to Sydney are fully booked in the coming weeks, so I don't like your chances, unfortunately
I need advice. I have spend over 40 hours going from call centre to call centre Suva, Manila, South Africa.
Not one person gives a damn...........Qantas failed to re issue tickets in time resulting in Qatar cancelling flights Rome to Sydney.
Passengers are now in London without any confirmed flights home.
Advice would should I do..............Do I now need to get legal advice and claim the cost of purchasing new tickets through small claim tribunal.
I have lodged a complaint with Airline Customer Advocate....but says it could take 20 days to reply.
ANY ADVICE IS APPRECIATED. THANK YOU
Is this the first flight or the return? The return segments Rome Doha Sydney
Cash paid? Or award? Classic Award
Full route? Sydney London Reykjavik surface sector then Rome Doha Sydney
QF and/or QR flight numbers? QF issued ticket BA flights out QR back
Class of travel? Economy
QF status? No
How many people? Two - first overseas trip for my son and girlfriend
Unfortunately we hear this tale too often.
I hope you get a resolution even if it means buying tickets to get home.
Have you spoken to your insurance company? Will they pay for return tickets under the circumstances (which I doubt)?
Unfortunately we hear this tale too often.
I hope you get a resolution even if it means buying tickets to get home.
Have you spoken to your insurance company? Will they pay for return tickets under the circumstances (which I doubt)?
Thanks for replying. No I haven't spoken to insurance but I'm sure it will not be covered for Qantas's incompetence. Has anyone had any success at small claims tribunal?
There have been so many stories of this happening to Qantas customers in recent months. Here are a few other threads detailing similar issues:
...
Qantas really needs to do something to stop this from happening again and again. Once the seats are gone, it's almost impossible to get them back unless you strike gold with a competent call centre agent who's willing to speak to the Oneworld liaison and/or Qantas releases replacement seats on its own flights.
All Qantas flights from Rome (and London) to Sydney are fully booked in the coming weeks, so I don't like your chances, unfortunately
Agree, and a good example of why this is a good idea, is the article in this morning's Oz by the head of Flight Centre, who stated that QFs problems were the fault of hardline government policies throughout the pandemic. He made no mention of the ill trained, incompetent offshore call centres, pathetic IT systems, long delayed refunds, cancellation of booked tickets - you know the story... The buck stops at the top in the commercial world.
Finally midnight Saturday, I managed to speak with an agent in Cape Town who has now rebooked flights to travel
Rome – Dallas on AA 18 Oct
Dallas – Sydney on QF 20 Oct.
.
After many hours on phone calls for the last 13 days to Suva and Manila, various emails to Qantas Care and Stephanie Tully and messages via Messenger, I finally spoke with an agent in Cape Town when I called 02 82222309 at 8pm who was competent and passed the booking on to a supervisor who managed to find seats on the above flights.
Flights are not ideal, however we had no other options to get home.
If only Suva or the Manila agents had transferred or referred my case to a competent person to solve the issue 2 weeks ago, it would have alleviated all the hours I spent calling the call centre
Interestingly I received a phone call from Customer Care Help Desk Auckland Support on Sunday morning offering assistance 2 weeks to late..................
The agent in Auckland is dealing with these issues constantly due to the errors from the Suva and Manila call centre agents.
Qantas need to act and fix these issues urgently.
There needs to be a process of escalation based on urgency of the issue. The call centres do not seem to care, promises of call backs - are non existent, line drop outs!!, offers of taking a refund of points so they can wipe there hands of the mess up and the list goes on.
We have flights and hopefully no more errors.
Good luck to anyone facing similar circumstances.
Finally midnight Saturday, I managed to speak with an agent in Cape Town who has now rebooked flights to travel
Rome – Dallas on AA 18 Oct
Dallas – Sydney on QF 20 Oct.
This routing is insane, especially in Y, however QF, BA, EK and almost every other airline are all zeroed out in all classes ex LHR-SYD on those dates so I can see how there's no better alternative.
Finally midnight Saturday, I managed to speak with an agent in Cape Town who has now rebooked flights to travel
Rome – Dallas on AA 18 Oct
Dallas – Sydney on QF 20 Oct.
.
After many hours on phone calls for the last 13 days to Suva and Manila, various emails to Qantas Care and Stephanie Tully and messages via Messenger, I finally spoke with an agent in Cape Town when I called 02 82222309 at 8pm who was competent and passed the booking on to a supervisor who managed to find seats on the above flights.
Flights are not ideal, however we had no other options to get home.
If only Suva or the Manila agents had transferred or referred my case to a competent person to solve the issue 2 weeks ago, it would have alleviated all the hours I spent calling the call centre
Interestingly I received a phone call from Customer Care Help Desk Auckland Support on Sunday morning offering assistance 2 weeks to late..................
The agent in Auckland is dealing with these issues constantly due to the errors from the Suva and Manila call centre agents.
Qantas need to act and fix these issues urgently.
There needs to be a process of escalation based on urgency of the issue. The call centres do not seem to care, promises of call backs - are non existent, line drop outs!!, offers of taking a refund of points so they can wipe there hands of the mess up and the list goes on.
We have flights and hopefully no more errors.
Good luck to anyone facing similar circumstances.
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Finally midnight Saturday, I managed to speak with an agent in Cape Town who has now rebooked flights to travel
Rome – Dallas on AA 18 Oct
Dallas – Sydney on QF 20 Oct.
Wow. Good news for your unexpected stopover in Dallas is that it's a decent time of year to visit if you like outdoor activities. There are a few nice parks at Lake Grapevine only a short distance north of the airport (10-15 minutes) if you are staying in an airport hotel. Otherwise you have time to get a hotel in downtown Dallas and see the "grassy knoll" and other historic spots if that's of interest. Good luck - just trying to provide some positive vibes.
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