Qantas fee grab

[Kit traveler]

I've booked my flight from HK-SYD using points back in Feb. I was then given the choice to pick my seats. Then over the last weekend I've decided to change my seats to the rear section since its a A380. I've got the call the next day from Qantas and said I've owed them money for the new seats allocation! I've told them that when I changed my seats the website says I've credit with them and no payment was required. They basically said their system made a mistake in my initial booking and now the system pick it up and it's my bad luck and I have to pay!

Is Qantas turning into a low cost carrier? I told them no other premium airlines charge for seats allocation and the rude customer service staff said "oh no, other premium airlines are charging seats too". Yes exit rows maybe, not picking any other seats.

Am I the only one with this bad experience with QF? Will love to hear from other fellow AFF sharing their experiences.

 

[grussellt]

I don't see it listed in the normal list of fees. How much were you charged?

 

[markis10]

I don't see it listed in the normal list of fees. How much were you charged?

Advance seat selection is $20, as per the website:


Qantas Seat Selection | Advance Seat Selection

 

[Kit traveler]

I don't see it listed in the normal list of fees. How much were you charged?

It's $20 per seat for ordinary seats $80 per seat for exit rows. I was charged $40 in total. Only flying one leg.

 

[Kit traveler]

I just realised why I wasn't charged in the first place. My booking was using points and was booked under business class category. The leg from LAX to HK is with Cathay Pacific in J class and HK to SYD is QF only in economy (another QF scam for another thread).Technically I shouldn't get charged for both since I've paid business class points!

 

[grussellt]

It's $20 per seat for ordinary seats $80 per seat for exit rows. I was charged $40 in total. Only flying one leg.

I thought the $20 fee was a "once-only" fee and allowed for seat changes. There is no change fee listed under seat re-allocation. I would call again, explain your situation, and ask for a refund.

 

[JetLagged]

I just realised why I wasn't charged in the first place. My booking was using points and was booked under business class category. The leg from LAX to HK is with Cathay Pacific in J class and HK to SYD is QF only in economy (another QF scam for another thread).Technically I shouldn't get charged for both since I've paid business class points!

The issue of paying for J and ending up with a Y seat when booking via the website has been raised here many times - and yes, Qantas has been made aware of it but seems unable (or is that unwilling) to make the necessray changes to ensure that this foul play is not a permanent policy feature. When you made your original booking, you didn't look and see that the booking class was different on both legs of your trip?

 

[mannej]

Technically QF are correct. MH do charge for seat selection unless you are on a flex fare or above.

 

[chiym]

You call her rude. Why?

Was she rude because she didn't give you what you wanted?

 

[N860CR]

Based on a few dealings with the QF call centre (prior to being WP), i'd say the agent probably was rude to the OP. Whenever challenged, right or wrong, they get their backs up quickly (probably the one negative of an Australian call centre)

I think it's very rude of QF to call and request payment for something after they've done it. If they wanted payment, the system should have asked for it at the time.

 

[Mwenenzi]

..Is Qantas turning into a low cost carrier? I told them no other premium airlines charge for seats allocation and the rude customer service staff said "oh no, other premium airlines are charging seats too". Yes exit rows maybe, not picking any other seats.

The QF agent was correct. BA charge for seat selection in business for some passengers.
Bought a CW ticket and I STILL have to PAY to pick a seat? - FlyerTalk Forums

 

[amaroo]

I just realised why I wasn't charged in the first place. My booking was using points and was booked under business class category. The leg from LAX to HK is with Cathay Pacific in J class and HK to SYD is QF only in economy (another QF scam for another thread).Technically I shouldn't get charged for both since I've paid business class points!

I'd be more upset about paying J & flying Y......I'm sure you are! Assuming it was a unknown event/error when booking - you have my genuine sympathy.

It's a pity QF can't show some empathy & let you allocate the seat for free.....J for Y cost more than a lousy $40 bucks.

 

[fbrimfield]

I'd be more upset about paying J & flying Y......I'm sure you are! Assuming it was a unknown event/error when booking - you have my genuine sympathy.

But don't business award bookings with economy legs bring up a little (!) exclamation mark logo? Surely you would have seen that?

 

[jamesatfish]

I can see where the issue may have arisen - once a sector is ticketed it seems to become difficult for QF's phone agents to see the original fare paid.

On an AONE4 fare a few years ago our last leg was a Q400 flight SYD-CBR, which booked into L. We arrived into SYD early so were able to move onto an earlier jet service, but when I asked about seats in Business I was told none were available for points upgrade. It took some time to explain that we were on an AONE4 fare so the seats on the jet should book into D not L (there was plenty of D availability).

Seems like a similar situation here - surely the OP should be entitled to the free seat selection option associated with paying a Business award fare, rather than having to pay a fee because the flight was booked into Economy.

 

[amaroo]

But don't business award bookings with economy legs bring up a little (!) exclamation mark logo? Surely you would have seen that?

Everyone is capable of making an error - obvious or not.

I agree with the OP in that they shouldn't be charged.....IMO, the fact that the OP didn't make the Y for J the main crux of the post is commendable.

 

[drewbles]

The issue of paying for J and ending up with a Y seat when booking via the website has been raised here many times - and yes, Qantas has been made aware of it but seems unable (or is that unwilling) to make the necessray changes to ensure that this foul play is not a permanent policy feature. When you made your original booking, you didn't look and see that the booking class was different on both legs of your trip?

QF "Fixed" this. During some searches last month for JFK-MEL in J, there was availability with a little ! in a box. When you hovered over it, it was saying "NOTE: Your trip from Los Angeles to Sydney will be in Economy Class". That's just poor form on QF's behalf. If the entire trip is not available in J, don't show it as a J award IMHO.

 

[Kit traveler]

QF "Fixed" this. During some searches last month for JFK-MEL in J, there was availability with a little ! in a box. When you hovered over it, it was saying "NOTE: Your trip from Los Angeles to Sydney will be in Economy Class". That's just poor form on QF's behalf. If the entire trip is not available in J, don't show it as a J award IMHO.

I agreed that it's poor form when they charged business class points and usually the longest leg is economy and shortest is J class (Y class LAX-BNE & J Class BNE-SYD), ridiculous! That is why I am flying SQ J class all the way to US with same points as QF. And they wonder why they keep losing customers to other airlines

 

[markis10]

I would be setting up a fare class alert with expert flyer in the hope more reward seats become available that offer full J all the way closer to the day, it's often the case that J award seats open up in the week before departure, it would be worth the change fee!

 

[Kit traveler]

But don't business award bookings with economy legs bring up a little (!) exclamation mark logo? Surely you would have seen that?

Yes I did realised that. But the point I'm making here is that I've paid J class points and they shouldn't have charged me for the seats selections even though it's poor form of them to have the longest leg in Y class when you paid J class points. Got ripped off twice by QF!

 

[AirKat]

Yes I did realised that. But the point I'm making here is that I've paid J class points and they shouldn't have charged me for the seats selections even though it's poor form of them to have the longest leg in Y class when you paid J class points. Got ripped off twice by QF!

But they put the warning there to tell you that was what was happening (Y for one leg), you saw it and you went ahead anyway? And now you say they ripped you off?