Myself, my wife and our infant son are booked on an international flight leaving on Sunday returning the following Sunday. When we booked both legs the aircraft was down to be an international configuration A330-200, and being a lowly gold I choose row 4 seats for us so we could use the bassinet.
Then this morning I checked and the aircraft has been changed to a -300 on both legs, meaning of course that row 4 is no longer a bassinet seat and of course being gold I am not able to select row 1 at present.
Rang the help line, answered straight away, explained what had happened, the agent checked that row 1 was free, advised clearly that he couldn't choose the seats for us, but he would clear our existing seat erquest and send the request through to someone (think it was planning) for them to allocate if possible. Checked an hour later all done.
The agent also noted that my wife and I had separate bookings (I only gave him the PNR of my wife), owning to mine being company travel and my wife personal so cross linked our bookings and advised if we travel again on separate bookings to not hesitate to call and get them linked.
So top marks for customer service I say.
Now still waiting to hear back about the hire car issue I had a few weeks back. Avis responded within 36 hours, Qantas nothing since I sent my email a week agao. Not so good on that front.
Then this morning I checked and the aircraft has been changed to a -300 on both legs, meaning of course that row 4 is no longer a bassinet seat and of course being gold I am not able to select row 1 at present.
Rang the help line, answered straight away, explained what had happened, the agent checked that row 1 was free, advised clearly that he couldn't choose the seats for us, but he would clear our existing seat erquest and send the request through to someone (think it was planning) for them to allocate if possible. Checked an hour later all done.
The agent also noted that my wife and I had separate bookings (I only gave him the PNR of my wife), owning to mine being company travel and my wife personal so cross linked our bookings and advised if we travel again on separate bookings to not hesitate to call and get them linked.
So top marks for customer service I say.
Now still waiting to hear back about the hire car issue I had a few weeks back. Avis responded within 36 hours, Qantas nothing since I sent my email a week agao. Not so good on that front.
