Qantas call centre

[onemore]

Last month my international reservation was cancelled 4 days before my scheduled departure date, no email no phone call, no reason given.

It was only through the intervention of a senIgor staff member in Hobart that I managed to get the ticket reinstated, during the frantic hours prior to it getting sorted I was on the phone for hours, getting switched to Fiji, South Africa and Manila.

Being platinum and lifetime gold maybe had some bear on me being reinstated but at a price.

Now that I need to make changes to my flights, is there anyway I can get connected to a call centre in Australia?

 

[AIRwin]

Being platinum and lifetime gold maybe had some bear on me being reinstated but at a price.

Why did you have to pay?

 

[Mwenenzi]

Did it include a flight on a QF partner? QF are known for re ticketing failures after the partner has a change.
Platinum status would/should get you to the Hobart call centre.

 

[AustraliaPoochie]

Not that I have a solution, but its sad state of affairs when QF treats its top customers like this, ie, bumping around customers to their other call cen(ters) round the world, when their promise that P1/WP can have HBA as a major point of contact.

 

[onemore]

Why did you have to pay.

Why did you have to pay?

Did it include a flight on a QF partner? QF are known for re ticketing failures after the partner has a change.
Platinum status would/should get you to the Hobart call centre.

No Qantas operated flight.

Post automatically merged: Aug 3, 2023

Did it include a flight on a QF partner? QF are known for re ticketing failures after the partner has a change.
Platinum status would/should get you to the Hobart call centre.

No that didn’t work, Same as this morning I had to call 4 times before i got Hobart.

 

[encryptededdy]

Do you have any more info on your flight? Was it a cash booking or points booking? QF IT does dumb things but I don't think I've heard of QF-operated flights being cancelled automatically.

 

[onemore]

It was paid with a credit card a month prior to the flight where I reckon the root cause of the incident lay, as I was overseas and had to pay in the currency of the country I was in.

Because I was overseas the bank in Australia won’t permit me to use my credit card to make purchases overseas ( Mastercard security thing), so I had to call the Qantas agent in Hobart to manually input the card .
I just cannot get past this Mastercard security block, I have called my bank to try and correct the problem but the bank says the problem is not with them but with mastercard.

So I will try the bank again.

 

[ronlon]

why cant you use your Mastercard abroad? Was it a case of not advising the card issuer of intended use abroad ? or something else ?

 

[onemore]

I did advise the bank of my travel plans and my intention of using all my accounts while overseas but the bank has no control with communicating with Mastercard when things go wrong with credit cards.
The banks advise to me was to use a debit card.

 

[BD1959]

So let me get this straight ....

You were overseas and attempted to use a credit card that you knew wouldn't work. Qantas, in good faith, accepted the card details and queued the booking for payment. The payment failed but you didn't check your credit card to see if the payment had processed and "just assumed" (my words) that Qantas would issue the ticket anyway. When Qantas - through your non-payment - cancelled the booking (*not* the ticket since it was never issued) you were surprised ("no reason given") ??

I think you were very lucky to have your original booking reinstated.

Regards,

BD

 

[tdimdad]

I did advise the bank of my travel plans and my intention of using all my accounts while overseas but the bank has no control with communicating with Mastercard when things go wrong with credit cards.
The banks advise to me was to use a debit card.

How is your Mastercard authenticated and are you using your Australian or local SIM card overseas? My MC credit card requires an SMS authentication code to my AU number for online purchases. Because I usually use local SIM's, this renders it impossible to use the card on those situations. Lucky there are good alternatives available.

 

[anyonebutqantas]

why cant you use your Mastercard abroad? Was it a case of not advising the card issuer of intended use abroad ? or something else ?

I've always been curious about this practice - I've never told banks or card issuers about overseas travel, and also have never had a problem with cards being rejected whilst traveling.

 

[SYD]

I've always been curious about this practice - I've never told banks or card issuers about overseas travel, and also have never had a problem with cards being rejected whilst traveling.

OT, but using most cards at POS overseas is usually fine. The problems start when paying online and quite rightly, card issuers are applying 2FA (ie a secure code to your phone or email).

It’s false economy for regular travels to have a mobile number that can’t accept 2FA codes OS.

 

[clifford]

It’s false economy for regular travels to have a mobile number that can’t accept 2FA codes OS.

I just take 2 phones. One with my regular Aussie SIM (able to accept Text messages for free but otherwise no roaming) and another with a roaming SIM card (at a far better price than Optus can provide).

Not difficult or inconvenient, really. There are much bigger inconveniences when travelling.

 

[justinbrett]

OT, but using most cards at POS overseas is usually fine. The problems start when paying online and quite rightly, card issuers are applying 2FA (ie a secure code to your phone or email).

It’s false economy for regular travels to have a mobile number that can’t accept 2FA codes OS.

It really depends on the bank, my two main cards - HSBC will block things like Amazon purchases, small amounts for vending machine/parking metre transactions etc. You really can't use the card if you don't tell them you're going overseas - and even then it still might be blocked.

On the other hand, my Amex - they don't even want to know if you're travelling. Never had a problem with that card at all.

I bank through a former credit union bank (but don't have their credit card - only visa debit), and they're somewhere in the middle.

 

[SYD]

It really depends on the bank, my two main cards - HSBC will block things like Amazon purchases, small amounts for vending machine/parking metre transactions etc. You really can't use the card if you don't tell them you're going overseas - and even then it still might be blocked.

On the other hand, my Amex - they don't even want to know if you're travelling. Never had a problem with that card at all.

I bank through a former credit union bank (but don't have their credit card - only visa debit), and they're somewhere in the middle.

Except it’s not just banking these days but just about anything online. Thanks be to dual sim/eSIM phones!

 

[encryptededdy]

So let me get this straight ....

You were overseas and attempted to use a credit card that you knew wouldn't work. Qantas, in good faith, accepted the card details and queued the booking for payment. The payment failed but you didn't check your credit card to see if the payment had processed and "just assumed" (my words) that Qantas would issue the ticket anyway. When Qantas - through your non-payment - cancelled the booking (*not* the ticket since it was never issued) you were surprised ("no reason given") ??

I think you were very lucky to have your original booking reinstated.

Regards,

BD

To be fair, if Qantas really didn't notify OP that their payment declined, then some of the blame can be laid on Qantas. I would expect a merchant to notify me if my payment declines, rather than silently cancelling the service.

Of course, if OP knew the card was dodgy...

 

[justinbrett]

Except it’s not just banking these days but just about anything online. Thanks be to dual sim/eSIM phones!

Most have an email option though. Or an auth app on your phone.

I might be lucky but I never need my Australian sim when travelling. Just a matter of setting up the services & installing apps before you leave.

 

[tdimdad]

To be fair, if Qantas really didn't notify OP that their payment declined, then some of the blame can be laid on Qantas. I would expect a merchant to notify me if my payment declines, rather than silently cancelling the service.

Of course, if OP knew the card was dodgy...

At least earlier (as in last May), QF did email about a missed payment.

 

[BD1959]

To be fair, if Qantas really didn't notify OP that their payment declined, then some of the blame can be laid on Qantas. I would expect a merchant to notify me if my payment declines, rather than silently cancelling the service.

Of course, if OP knew the card was dodgy...

There are numerous examples on here where payment has been "difficult" and QF has "silently" rejected the booking. My main point is that the OP knew that the payment would be rejected and still proceeded to not only execute the booking but also appears to expect it to stick without there being a debit from their card. Bizzare.

Regards,

BD