Booking FF flights via call centre and the fees

[apj01]

In the past, when I haven't been able to book a flight online using my QFF points due to it being an odd start and finish, I have just phoned Qantas and they have booked it but waive the 6000 point penalty. For example, I recently booked SIN to BOM via their call centre as it wasn't available online, as it isn't a QF route. They happily waived the 6000 point penalty.

Today when I tried to do another booking KTM to MEL, say using Malaysian, I was told in no uncertain terms that they do NOT waive fees.

I quoted the booking reference for the SIN/BOM flight to prove that they did indeed waive the penalty, but was told too bad and if I wanted the flight, then pay the fee.

So in summary - you cant booked it online, yet you are hit with a 6000 point fee if you want to book it via the call centre. This hardly seems fair.

Also, if the policy is not to waive fees, then why is that functionality available??

What experiences have other QFFers had with this situation?

Thanks

 

[JessicaTam]

I suggest you call back and try another operator. Failing that, send RedRoo a PM.

 

[Mr_Gimlet]

I had a less than satisfactory experience with an assisted booking a few weeks ago, also involving a route that wasn't available online. There was a lot of toing and froing because QF made a mistake with a name; they charged me a booking fee ($60x2pp) and never asked if I wanted to pay with points. I rang back once my credit card got charged and got told in no uncertain terms that it was all automatic and it was too late.

overall,t he service was pretty helpful from the person fixing up the mess - but I felt a bit diddled at the end of the experience.

So to answer your question, I was never offered a freebie or, indeed, the option to pay with points.

 

[DIANNENICOLOFF]

Qantas customer service can be hit and miss (mostly miss). I tried to make a booking about a month ago, where is was showing available, but when you got to the payment page after putting in all details, it kept saying error. When I rang, the guy was trying to put the blame on me, saying there was something wrong with computer. I even tried work computers, ipad, and laptop - same thing. He was making me pay the fees, so I didn't do anything. Yesterday same thing, rang again, and this time the female assistant was so helpful, as not all flights were showing, so made the booking without charging fees. So keep trying until you actually get someone who is helpful.

 

[Francis005]

Qantas service is best.

 

[zig]

I had an experience a couple of weeks ago, trying to make a partner award booking which couldn't be booked, or even viewed online. The operator I spoke with was very snappy, and told me upfront that I would be charged the assistance fee if I wanted the flight, this was before she would even check availability for me. Her attitude was very annoying, almost as thought she didn't want to have to go to the 'trouble' of searching availability for me. I didn't book, the points cost of the flight, combined with the assistance fee was more than I wanted to pay. I bought a revenue ticket with Air Canada instead - one world's loss.

 

[Bolthead]

Think most airlines have these issues including VA which I experienced the other month. Just in the last few days I made and enquiry with Singapore Airlines for a flight for my son who lives in Shanghai. The obvious choice was either Qantas or China Eastern however I thought I would try Singapore so we could take advantage of points. Online the flights are available however they came through at approx. $7K for Y seats. Ridiculous especially when you checked the flights one way in total they added up to approx. $2.2K. So I rang Singapore and they immediately said I would have to pay $60 booking fee which I questioned. She said well the flights are available on line so you have to pay. Anyway we are now waiting for Singapore Shanghai office to come back to us with a confirmed price. She said it would take 48 hours however it is now 72 hours and still no response. Sorry a little off OT.

 

[JessicaTam]

Think most airlines have these issues including VA which I experienced the other month. Just in the last few days I made and enquiry with Singapore Airlines for a flight for my son who lives in Shanghai. The obvious choice was either Qantas or China Eastern however I thought I would try Singapore so we could take advantage of points. Online the flights are available however they came through at approx. $7K for Y seats. Ridiculous especially when you checked the flights one way in total they added up to approx. $2.2K. So I rang Singapore and they immediately said I would have to pay $60 booking fee which I questioned. She said well the flights are available on line so you have to pay. Anyway we are now waiting for Singapore Shanghai office to come back to us with a confirmed price. She said it would take 48 hours however it is now 72 hours and still no response. Sorry a little off OT.

Looks on topic to me.