$40 change fee for something I could not change online? C'mon QF!

[Barondupon]

I had to add another leg to a multi-city flight - something that I could not do online. Because it was short notice I had to go business so the extra flight (SYD ADL) set me back ~$1000. QF still charged me the $40 for changing the booking.

This is outrageous given that I book the other 100 flights I take a year online and change online but their system does not allow changes to multi-city flights so what was I to do?

I would appreciate a response from a QF representative.

 

[QF029]

I agree. You shouldn't have to pay a phone assistance fee if you can't do it online. I've had it waived before (not necessarily QF) but I definitely had to pay it once on QF as a WP despite my protestations.

 

[Must...Fly!]

Last time I did a multi-city I called up to change and was read the riot act on all the change fees. I just said I didn't realise it would be so much and would think about it.

Rang back 20 minutes later, got a different person who just said "oh don't worry about that fee" and proceeded to be most helpful in finding the exact fare I wanted to change to, including somehow finding a Flexi Saver that was a bit cheaper than what was on Qantas.com!

It certainly made me wonder as to why I bothered doing a multi-city booking for domestic...3 separate one-way tickets so much easier!

Moral of the story here is just hang up and try again, you might just get someone more understanding - YMMV.

 

[ozbeachbabe]

I had to add another leg to a multi-city flight - something that I could not do online.

Why did you need to add the new flight to your existing booking anyway?

If it was an additional sector you can always just make a new booking for that sector.

Was it the Premium Desk you spoke to or general res?

 

[moa999]

I couldn't find a Commonwealth ATM because I was in a rush... I shouldn't have to pay the $2 NAB fee.

In all seriousness.
You were trying to do a change to an already complex ticket (multi-city). I suspect programming for all logic events on tickets such as these is difficult so Qantas has decided human intervention is needed.
You called a call centre, used the equipment, took up a customers services persons time, all at cost to Qantas.... A flat cost was stated to you.
And you complain about paying it.

 

[mannej]

I had to add another leg to a multi-city flight - something that I could not do online. Because it was short notice I had to go business so the extra flight (SYD ADL) set me back ~$1000. QF still charged me the $40 for changing the booking.

This is outrageous given that I book the other 100 flights I take a year online and change online but their system does not allow changes to multi-city flights so what was I to do?

I would appreciate a response from a QF representative.

I am thinking along the same lines of OBB here regarding why a new flight wasn't just booked.

However, if you are after a response from QF, I would PM Red Roo directly

 

[oz_mark]

I couldn't find a Commonwealth ATM because I was in a rush... I shouldn't have to pay the $2 NAB fee.

More like ....'The Commonwealth ATM was not working...I shouldn't have to pay the $2 NAB fee"

 

[under the radar]

I agree that you shouldn't be charged a 'phone call' fee for changes that CAN'T be done online..ie forcing you to use the call centre :evil: . I also think that calling back until you get someone who will waive the fee shouldn't NEED to be the solution..this is just another example of call centre inconsistencies which 'frustrates' the flying public . I suggest at the very least, QANTAS insert a provision in their T&C's stating.. 'in the event you require a change in your ticket/itinerary that CANNOT be done through QANTAS.COM, and you are FORCED to use our call centres, there will be NO FEE!!!'

 

[markis10]

I suggest at the very least, QANTAS insert a provision in their T&C's stating.. 'in the event you require a change in your ticket/itinerary that CANNOT be done through QANTAS.COM, and you are FORCED to use our call centres, there will be NO FEE!!!'

Qantas have in fact done the opposite in the case of booking ASAs that cannot be booked online , and specifically mention bookings unable to be done online WILL attract the additional fee.

 

[Barondupon]

Why did you need to add the new flight to your existing booking anyway?

If it was an additional sector you can always just make a new booking for that sector.

Was it the Premium Desk you spoke to or general res?

Premium desk.

I had to change MEL-ADL-SYD-MEL to MEL-ADL-SYD-ADL-MEL so there was an extra flight and also a change to the last flight.

 

[under the radar]

Qantas have in fact done the opposite in the case of booking ASAs that cannot be booked online , and specifically mention bookings unable to be done online WILL attract the additional fee.

:shock: :evil:

 

[ozbeachbabe]

Edited as questions since clarified by OP in post 10.

Why did you need to add the new flight to your existing booking anyway?

If it was an additional sector you can always just make a new booking for that sector.

Was it the Premium Desk you spoke to or general res?

Premium desk.

I had to change MEL-ADL-SYD-MEL to MEL-ADL-SYD-ADL-MEL so there was an extra flight and also a change to the last flight.

That's a game changer as the new sector occurs midway through your original pnr so it's not simply adding a sector on to the beginning or end of an itinerary like I first thought.

In this case the original ticket has to be reissued so the remainder of the unused travel SYD/MEL can be used as a credit towards SYD/ADL/MEL.

Did you actually query the $40.00 charge and ask them if that could be waived as the change you're doing couldn't be actioned yourself online? If so, what was their response?

I would appreciate a response from a QF representative.

If you want a response direct from QF it may be worth posting your question on their Facebook page where the QF Social Media team would be able to respond to you although I would not expect them to monitor the page over the Easter Break.

Although QF do look at AFF they may not notice your post to be able to respond to it.

 

[JohnK]

I couldn't find a Commonwealth ATM because I was in a rush... I shouldn't have to pay the $2 NAB fee.

No one should have to pay that $2 fee.

I vaguely recall hearing the profit made from that $2 fee in the past 12 months and the figure I heard was obscene.

 

[MEL_Traveller]

More like ....'The Commonwealth ATM was not working...I shouldn't have to pay the $2 NAB fee"

Westpac waives the fee in these circumstances