Flight change fee with bereavement fare

[jenni]

I booked a compassionate flight with Qantas on April 24 and was told that Qantas would waive the change flight fee for when I wished to return home. I called Qantas yesterday to change my flight now that my mothers funeral date is known and was told that I still had to pay the change fee of $200.00

Has anyone had a similar experience where information is provided verbally at the time of booking and then not having this information recorded on the booking for follow up queries??

 

[nlagalle]

Is it a change fee or the fare difference??

 

[jenni]

flight change fee

 

[jojen]

Last year we knew before flying to Adelaide that we would be attending the funeral of a very close friend. I rang Qantas before leaving home, explained that we did not know when the funeral would be held. The lovely lady put some notes in our booking that we were not to be charged the change fee.

Once we were in Adelaide and knew when the funeral was I rang Qantas to change our flight home. Thank goodness the notes were made on our booking, as the person I was dealing with would have made sure that we were charged the change fee. She kept saying " you do realise how much money you have saved because of this note in your booking ".

i would suggest you call again and state your case. You should not be charged the change fee.

 

[jenni]

Thank you for your experience. I have called Qantas again and have asked that they listen to the recorded phone call at the time I made the booking. I was then told to call back again in 4-5 working days if I wait until then I will have missed the date I want to return home.

So I called again on Saturday and was advised that the request went to the supervisor in Auckland and they would need to wait until the phone company released the tape before they could assist me - suggested I call back Monday so it is now getting a little silly and I am more and more frustrated and will have to pay the fee if I want t o get on the flight Thursday evening.

 

[N860CR]

I'd suggest you pay the fee and perhaps see if you can get something back afterwards.

The days of compassionate fares are largely behind us. Discount fares have simply overtaken them.

 

[Happy Trails]

This is by no means directed at the OP, but if I were an airline I wouldn't do compassionate fares and the like; all just too fraught.

 

[jojen]

jenni, I have sent you a private message.

 

[BD1959]

Hi jenni,

Firstly my condolences on your loss.

Given the proportion of our population which is made up of 1st generation immigrants, QF must come across this situation quite often - hence probably why (even in this day of hard-nosed business rules) they offer this service. Stress levels are high at the time of booking and - again - QF surely take this into account and *must* have processes in place to accommodate such requests.

This looks like a breakdown in process/communication and hopefully is something that QF can sort out in hindsight. I'd be tempted to follow N860CR's advice and just pay the $200 to secure the return flight for the date that best suits and in the belief that QF will come good on their word.

I sincerely hope this is resolved to your satisfaction.

Regards,

BD

 

[travelislife]

That doesn't sound like the change fee to me? Sounds more like fare difference. Change fee should only be $80 I think.

 

[bam71]

Have to agree if its domestic....

 

[sausagefingers]

Have to agree if its domestic....

the fact that the supervisor was in Auckland might lead us to believe this is a trans Tasman flight?

 

[bam71]

I think now that the Auckland call centre handles everything, QF DOM, TT and INT.

 

[travelislife]

Change Booking Fees*

The following fees apply when you change your booking through Qantas Contact Centres and Qantas airport locations. These fees for consultant-assisted bookings do not apply for making changes to bookings online at qantas.com.
Note: However, to change a booking via any method, a change fee may apply depending on the fare typepurchased. You may also have to pay any difference between the fare for your new booking and the original fare. Refer to the applicable fare rules for details.
[TABLE="class: basic, width: 760"]
[TR]
[TH]Australian booking type[/TH]
[TH="width: 40%"]Fee per passenger per booking*[/TH]
[/TR]
[TR]
[TD]Australian Domestic bookings made through Qantas Contact Centres[/TD]
[TD]A$10^[/TD]
[/TR]
[TR="class: alt"]
[TD]Australian Domestic bookings made through Qantas airport locations and Group Sales[/TD]
[TD]A$40^[/TD]
[/TR]
[TR]
[TD]Australian trans-Tasman bookings[/TD]
[TD]A$40[/TD]
[/TR]
[TR="class: alt last"]
[TD]Australian International bookings[/TD]
[TD]A$80[/TD]
[/TR]
[/TABLE]

These fees are on top of the booking change fees (for use of the contact centre). If it is a domestic red e-deal booking it is then another $88 change fee. I.e. if you make the change online it is $88 plus any fare difference. If you make it over the phone it will be $88 + $10 + any fare difference.

For a fare to New Zealand the change fee is $100 plus any fare difference if done online or $100 plus fare difference plus $40 if done through the contact centre. So for it to get up to $200 it would have to include fare difference.

 

[jenni]

My query with Qantas has now been satisfactorily resolved and the matter settled. The query was in relation to an international flight change fee plus over the phone assistance = $280.00 all which I had been advised would be waived under the circumstances of the booking. I am going home today as requested. Thanks all for your support and assistance

 

[jojen]

Although a difficult and very sad time for you jenni, I am very pleased to hear that this has been resolved for you without having to incur extra charges.

 

[jenni]

thank you jojen - much appreciated - I now just want to go home and hope Qantas lives up to its media image of "bringing families home". Dreading the flight and leaving loved ones behind but more are waiting at home for me - thanks again

 

[Happy Dude]

Great to hear a good outcome was obtained.

A few years ago I had booked on Jetstar for a few mates and I a trip to Tassie to play golf. A few days before departure, a brother of one of the travellers was killed in an accident. When I called up to cancel/refund his fare, Jetstar told me that I would need to provide a death certificate and there would be an admin fee. I got the distinct impression that the CSA thought I was trying to lead her up the garden path and that the tactic was used by some to avoid paying airline fees. Grotesque.