Hi All,
Just wanted to get some advice regarding my Qantas reward booking from more experienced members compared to myself.
I recently made a QF booking from ICN to BNE on CX metal and had to change it to HKG to BNE on QF metal. Initially I was told by web chat this could not be done and I would need to cancel my original flight and re-book as per their policy (due to currency difference etc). I wasn't that stoked about it, but I called the call centre the next day as web chat was not available and told the operator I would like to cancel my flight and re-book as per instructions from the previous QF rep.
Everything goes downhill from here....
The rep on the phone told me she was amending my booking and everything is fine even when I told her the last rep said it could not be done. Anyways, she told me everything was confirmed and my refund in taxes/points will be completed shortly.
After 2 weeks my points turned up, but my booking still shows as 'processing' and difference in taxes did not turn up. After contacting web chat again I was advised 48hrs and the refund will be processed. Fast forward 1 week later, due to personal/work commitments I needed to change the date of my flight and found availability, but as my booking status was 'processing', booking could not be amended online so..... I contacted web chat again.....
I have now been told I cannot change my flight until the processing is completed. Which I am fine with BUT the rep also said we do not know when it will finish processing... what????
My main concern is I need to change my flight and the seats will probably disappear shortly. To makes matters worse, I can't even cancel the flight to re-book the flights I need! They have told me to contact them again in 48hrs to see if it is done......
I don't know what to do from here. Has anyone experienced this before? were you able to resolve it? 48hrs has already passed and my booking is still 'processing'. I am planning to contact them again tomorrow, but honestly I am expecting the same answer.
Last year they took 3 months after my flight was completed before refunding the difference in taxes... only took 3 calls, 3 web chats and being told every time it would take 5 business days.
Appreciate any input!
Just wanted to get some advice regarding my Qantas reward booking from more experienced members compared to myself.
I recently made a QF booking from ICN to BNE on CX metal and had to change it to HKG to BNE on QF metal. Initially I was told by web chat this could not be done and I would need to cancel my original flight and re-book as per their policy (due to currency difference etc). I wasn't that stoked about it, but I called the call centre the next day as web chat was not available and told the operator I would like to cancel my flight and re-book as per instructions from the previous QF rep.
Everything goes downhill from here....
The rep on the phone told me she was amending my booking and everything is fine even when I told her the last rep said it could not be done. Anyways, she told me everything was confirmed and my refund in taxes/points will be completed shortly.
After 2 weeks my points turned up, but my booking still shows as 'processing' and difference in taxes did not turn up. After contacting web chat again I was advised 48hrs and the refund will be processed. Fast forward 1 week later, due to personal/work commitments I needed to change the date of my flight and found availability, but as my booking status was 'processing', booking could not be amended online so..... I contacted web chat again.....
I have now been told I cannot change my flight until the processing is completed. Which I am fine with BUT the rep also said we do not know when it will finish processing... what????
My main concern is I need to change my flight and the seats will probably disappear shortly. To makes matters worse, I can't even cancel the flight to re-book the flights I need! They have told me to contact them again in 48hrs to see if it is done......
I don't know what to do from here. Has anyone experienced this before? were you able to resolve it? 48hrs has already passed and my booking is still 'processing'. I am planning to contact them again tomorrow, but honestly I am expecting the same answer.
Last year they took 3 months after my flight was completed before refunding the difference in taxes... only took 3 calls, 3 web chats and being told every time it would take 5 business days.
Appreciate any input!
