So I booked a Red e-deal a fortnight ago, then cancelled it. Later re-booked it as a Flexi Fare, then cancelled it again the day before, intending to re-book. Instead of a credit voucher appearing in 'My Bookings', the whole booking disappeared.
I rang a nice CSA who told me that the value of the ticket had been credited back to my card, which I didn't mind. Four days later I noticed a strange (small) sum from QANTAS back on the credit card. I telephoned again to ask what had happened to the ticket and to query the strange amount.
The CSA this time was not interested. She took a quick look and told me that because it was originally a Red e-deal, there could be no refund, and that the only refundable amount was the tax on the Flexi fare.
The CSA kept saying that she didn't understand what I was saying, that she couldn't hear me properly, and that she couldn't see what the problem was. Eventually, after much persistence, she tersely advised me that she actually did not have the booking in front of her and would have to go in and open it. This was accompanied with an audible sigh.
Five minutes later, and with no sign of a change in attitude, she returned to tell me that there had been a glitch with the system. She said that a voucher would be issued for the value of the original Red e-deal (not the later Flexi Fare) and that she would email Ticketing. I tried to ask a question while she was talking, and instead of responding she simply fell silent. Following this, she made another remark, and fell silent again. Eventually she asked if there was anything else she could help me with and rang off.
I wrote to Customer Service to have a whinge about her rude and dismissive nature - particularly as the voucher still hasn't appeared.
Also, shouldn't the value of the ticket have been credited at $329.00, which was the price I paid for the Flexi? I'm happy to take advice on this point.
I should say that I sent two happy notes in about great CSMs this week to Customer Service, to balance out the negative vibes from this experience. I wasn't on the Premium help desk either, I haven't been directed there in a while and I keep having to wait 10 minutes for someone to answer.
Peace and Go'bless,
Leon
I rang a nice CSA who told me that the value of the ticket had been credited back to my card, which I didn't mind. Four days later I noticed a strange (small) sum from QANTAS back on the credit card. I telephoned again to ask what had happened to the ticket and to query the strange amount.
The CSA this time was not interested. She took a quick look and told me that because it was originally a Red e-deal, there could be no refund, and that the only refundable amount was the tax on the Flexi fare.
The CSA kept saying that she didn't understand what I was saying, that she couldn't hear me properly, and that she couldn't see what the problem was. Eventually, after much persistence, she tersely advised me that she actually did not have the booking in front of her and would have to go in and open it. This was accompanied with an audible sigh.
Five minutes later, and with no sign of a change in attitude, she returned to tell me that there had been a glitch with the system. She said that a voucher would be issued for the value of the original Red e-deal (not the later Flexi Fare) and that she would email Ticketing. I tried to ask a question while she was talking, and instead of responding she simply fell silent. Following this, she made another remark, and fell silent again. Eventually she asked if there was anything else she could help me with and rang off.
I wrote to Customer Service to have a whinge about her rude and dismissive nature - particularly as the voucher still hasn't appeared.
Also, shouldn't the value of the ticket have been credited at $329.00, which was the price I paid for the Flexi? I'm happy to take advice on this point.
I should say that I sent two happy notes in about great CSMs this week to Customer Service, to balance out the negative vibes from this experience. I wasn't on the Premium help desk either, I haven't been directed there in a while and I keep having to wait 10 minutes for someone to answer.
Peace and Go'bless,
Leon
