Just got a couple of emails from Qantas today advising of flight changes for some international flights later this year. I opened the most recent email sent an hour earlier and reviewed the flight changes for some flights in April, but couldn't see what the change was so I called up the premium desk and asked. Turns out it was only a 5 minute change - no problems. I told the CSA to confirm the flight changes. I then asked her in regards to the the proposed change for a flight from SIN-SYD in June, if I didn't accept the change and wanted to go out on a different flight if there was any charge. "No, not if we've changed the booked flight on you," was the reply, "except you've already confirmed the change."
What?
"The computer is showing you have already confirmed the flight."
After assuring her I had definitely not confirmed the flight change, as the one hour change may impact on my business travel the following day in terms of connecting flights, she went off to check. After a few minutes she came back and confirmed that the system had decided to confirm the changes without any human input and would not allow them to unconfirm it. She had put copious notes on the booking with supervisor approval noted to waive any change fees should I change the flight once I know what my connecting flights are the following day.
As I pointed out to her, it was a bit easier for me to argue that I hadn't confirmed the change having only just gotten the email an hour or two before, but that if I hadn't picked up on it for a week or two, it would have been extremely difficult to prove I hadn't confirmed the change. As the change fee on an international flight is $150, it is not something I want to pay if it is not my doing.
I have asked her to report the matter to IT, because if it has happened once, it can happen again.
It turns out my flight into Singapore early the same day had also been changed, but no email had been sent to me to advise the change or seek confirmation. That is a CX flight booked through Qantas. No real issues as it was also only a 5 minute change and I have either a 17 or 18 hour layover in Singapore, but it is concerning that some changes are advised, some aren't and some are automatically confirmed without the customer's input.
What?
"The computer is showing you have already confirmed the flight."
After assuring her I had definitely not confirmed the flight change, as the one hour change may impact on my business travel the following day in terms of connecting flights, she went off to check. After a few minutes she came back and confirmed that the system had decided to confirm the changes without any human input and would not allow them to unconfirm it. She had put copious notes on the booking with supervisor approval noted to waive any change fees should I change the flight once I know what my connecting flights are the following day.
As I pointed out to her, it was a bit easier for me to argue that I hadn't confirmed the change having only just gotten the email an hour or two before, but that if I hadn't picked up on it for a week or two, it would have been extremely difficult to prove I hadn't confirmed the change. As the change fee on an international flight is $150, it is not something I want to pay if it is not my doing.
I have asked her to report the matter to IT, because if it has happened once, it can happen again.
It turns out my flight into Singapore early the same day had also been changed, but no email had been sent to me to advise the change or seek confirmation. That is a CX flight booked through Qantas. No real issues as it was also only a 5 minute change and I have either a 17 or 18 hour layover in Singapore, but it is concerning that some changes are advised, some aren't and some are automatically confirmed without the customer's input.
