Call centre

Joined
May 25, 2012
Posts
207
hi all - just a little hiccup that I need advice on please -?do I change online or phone back and pray for Hobart to answer?
In the DSC offer I booked 2 separate tickets for the same day, lunchtime Saturday 28May. OOL-CBR via MEL & CBR-OOL via SYD
At OMG hrs I got a text from QF saying OOL-MEL cnx. Then another to say I was rebooked on morning flight OOL-SYD.
So at 0230h I phoned QF and asked them to reschedule all flights forward to July. After some time it was done.
However in the daytime I looked at the bookings email and the call centre has booked me out of CBR before I get there!
What do you think?
 
Joined
May 29, 2021
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799
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Interestingly yours truly got an overnight email from QF advising them that their time of their flight to CBR was adjusted to depart 90 minutes earlier. When I went online to see what my options were, I was greeted with this:

Screen Shot 2022-05-30 at 11.40.10.png

Lovely to see us rusty travellers can make the changes we want online! Ended up calling QF late this morning where I was put on hold for 45 minutes as a valued QFF Gold. Short story long, I was advised that this was the only time I could travel that day if I wanted to remain in business class (I points upgraded my cheapo sale ticket to J for 10,900 points last week), as there was no other flights with U space available that day (I always thought QF could force open a J seat in such circumstances?). In any event, I swallowed my pride and accepted the change. This flight was booked during DSC so hopefully those additional 10 SCs come through!

-RooFlyer88
 

dylarr

Active Member
Joined
Dec 6, 2017
Posts
697
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Interestingly yours truly got an overnight email from QF advising them that their time of their flight to CBR was adjusted to depart 90 minutes earlier. When I went online to see what my options were, I was greeted with this:

View attachment 279151

Lovely to see us rusty travellers can make the changes we want online! Ended up calling QF late this morning where I was put on hold for 45 minutes as a valued QFF Gold. Short story long, I was advised that this was the only time I could travel that day if I wanted to remain in business class (I points upgraded my cheapo sale ticket to J for 10,900 points last week), as there was no other flights with U space available that day (I always thought QF could force open a J seat in such circumstances?). In any event, I swallowed my pride and accepted the change. This flight was booked during DSC so hopefully those additional 10 SCs come through!

-RooFlyer88
I had the exact same problem today. Flight time changed to an earlier time that was not suitable - could only accept. Change button greyed out with 'Call your Qantas office', so hopped on the phone for something the website should have been able to handle. So much for AJ's "most customers call us for things they can do online" bullshit!
 
Joined
May 29, 2021
Posts
799
Qantas
Gold
Virgin
Red
I had the exact same problem today. Flight time changed to an earlier time that was not suitable - could only accept. Change button greyed out with 'Call your Qantas office', so hopped on the phone for something the website should have been able to handle. So much for AJ's "most customers call us for things they can do online" bullshit!
The issue I see is Qantas wants to blame rusty travellers for engaging with customer service but they're unwilling to allow us travellers to wield the tools to solve our problems. Had this been United, which I flew a lot pre-pandemic, I could change the flights all online no problem. There were no weird business rules that made such self-rebookings impossible (which I suspect was the case here). Indeed, I would regularly change domestic and international United flights same day to depart at different times for free all online. Sometimes I'd do it because the other flight had greater upgrade space available (and hence better likelihoods of upgrades clearing), other times I needed more time in the city I was. Regardless, those changes were always free and self-serve as a Premier Gold.

Perhaps Qantas can learn something from the likes of United, Air Canada and even American!

-RooFlyer88
 
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