20,000 points deducted for a non-upgrade

[CPMaverick]

Well, as a loyal VA flyer I decided to give QF a try. So far, not very happy!

My first QF flight was SYD-DFW, in Y. I only had 27k QF points but I saw I could request an upgrade to PE for 20k points. I put in the request.

About 24 hours before the flight, I received this SMS:

FFUpgrade VDUC7M:We were unable to confirm your Upgrade Reward request for QF7, as there are no more Upgrade seats available in Premium Economy.If anything changes at the last minute we'll let you know. We look forward to welcoming you on-board and thanks for flying Qantas.

Ok, no big deal. The flight was completely full, and I flew in Y. I never spoke to an agent about an upgrade or anything, just flew.

Fast forward to today, and I checked to see if the flight posted. Surprise! 20k points deducted for a PE upgrade on QF7.

Called QF FF, was on hold for 35 minutes. Finally got an agent and she put me back on hold, then I got disconnected. Surprisingly, she called back. But she insisted I was upgraded. I had to basically keep repeating that I was not upgraded, I received no upgrade, like 5 times.

So, she said call reservations because this is their issue not QF FF. Called them, waited on hold for 10 minutes, gave up.

Not sure what else to do.... I submitted an online complaint. I don't get the feeling that reservations will be very interested in my complaint.

 

[VPS]

try the SMS service and see how you go

 

[blackcat20]

Hopefully you still have your boarding pass.

 

[Pushka]

Well, as a loyal VA flyer I decided to give QF a try. So far, not very happy!

My first QF flight was SYD-DFW, in Y. I only had 27k QF points but I saw I could request an upgrade to PE for 20k points. I put in the request.

About 24 hours before the flight, I received this SMS:



Ok, no big deal. The flight was completely full, and I flew in Y. I never spoke to an agent about an upgrade or anything, just flew.

Fast forward to today, and I checked to see if the flight posted. Surprise! 20k points deducted for a PE upgrade on QF7.

Called QF FF, was on hold for 35 minutes. Finally got an agent and she put me back on hold, then I got disconnected. Surprisingly, she called back. But she insisted I was upgraded. I had to basically keep repeating that I was not upgraded, I received no upgrade, like 5 times.

So, she said call reservations because this is their issue not QF FF. Called them, waited on hold for 10 minutes, gave up.

Not sure what else to do.... I submitted an online complaint. I don't get the feeling that reservations will be very interested in my complaint.

If all else fails then tweet and make it a little more public.

 

[jpp42]

Email the frequent flyer email address with a scan of your boarding pass and a clear request for what you want (refund of the points in this case). It may take a week or so for a reply.

 

[CPMaverick]

Happy ending, I send a DM to the twitter team with a photo of my BP, a copy of my SMS saying the upgrade request was declined, and a screenshot of my QFF balance showing the -20,000.

The miles are already back in my account.

Although I had quite a bad experience with the phone line operation, I'm pretty happy with the Twitter response.

 

[nickfromeastryde]

Although I had quite a bad experience with the phone line operation, I'm pretty happy with the Twitter response.

Great to see common sense and the right outcome however why is it that you have to go public to get a positive result.

If Qantas were truly focussed on customer service, you should get the same outcome regardless of the channel you use to contact them

 

[MEL_Traveller]

Perhaps you were actually upgraded but didn't notice any difference

 

[CPMaverick]

Great to see common sense and the right outcome however why is it that you have to go public to get a positive result.

If Qantas were truly focussed on customer service, you should get the same outcome regardless of the channel you use to contact them

I didn't actually go public, I send their twitter a private message. Although I imagine that just using Twitter might imply a public risk if there is no resolution.