Having to call Qantas for things that should be possible online

Mattg

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I've heard quite a few complaints recently that people have been forced to call Qantas to do basic things that ought to be possible on the website, such as accepting/rejecting a schedule change or redeeming a flight credit.

This is despite regular notices on the Qantas website that the call centre is experiencing a high volume of calls, so "please don't call us" unless you're travelling in the next 24 hours, such as this one that's on the website now:

Screen Shot 2021-07-19 at 5.48.22 pm.png

Perhaps if Qantas made it possible to self-service online, the call centre wouldn't be getting so many calls? Surely that would result in a better customer experience for everyone and reduced costs for Qantas.

I invite you to post here in this thread: What couldn't you do on the Qantas website that you probably should have been able to do?
 

henrus

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This is despite regular notices on the Qantas website that the call centre is experiencing a high volume of calls, so "please don't call us" unless you're travelling in the next 24 hours, such as this one that's on the website now:
Not calling about a flight in 6 months' time is fair enough but if I've got a flight in a few day's time (or even the next week) that needs to be changed then obviously I'm going to call. This is especially important if there is limited availability on a future service that could be gone by the time I get to 24 hours.
 

jb747

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There is a flow chart in the QF service/IT department. It involves ensuring that your route is circular, and never actually gets through to anyone. I’d expect that they consider their efforts to have been extremely successful.
 

aikman

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I wanted to cancel an award flight but when I click on the cancel button the website says I am going to get a flight credit so I had to call to make sure I got a refund.
 

DC3

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… This is despite regular notices on the Qantas website that the call centre is experiencing a high volume of calls, so "please don't call us" unless you're travelling in the next 24 hours, such as this one that's on the website now:
That notice had been there for weeks, probably months now. It’s just so ridiculous. How many can realistically wait until the final 24 hours for their matter to be addressed. In any case, I ignore it and have contacted them as soon as I feel it necessary.
 

Matt_01

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I wanted to cancel an award flight but when I click on the cancel button the website says I am going to get a flight credit so I had to call to make sure I got a refund.
There was no need to call QF, the current wording on cancelling rewards flights is misleading. I posted something similar in this thread Tips on Cancelling Flex Flight for Full refund? key take out is when cancelling award booking these will by default refund taxes to the original form of payment, if QF had taken more time and care to reword the pop ups most people cancelling rewards would not feel that need to call QF.
 

Matt_01

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Yes, but not any time soon!
It is just hit and miss, the other week I cancelled 7 bookings some revenue, some awards. Out of the 7 I had received the points and taxes back for 2 of the awards booking and a refund for one of the revenue flights within a couple of days. I suspect the other 4 may take the 6-8 weeks and an email to QF to action.
 
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stryker

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It is just hit and miss, the other week I cancelled 7 bookings some revenue, some awards. Out of the 7 I had received the points and taxes back for 2 of the awards booking and a refund for one of the revenue flights within a couple of days. I suspect the other 4 may take the 6-8 weeks and an email to QF to action.
Absolutely.

I cancelled 3 award bookings 3 weeks ago, and the points were returned almost instantaneously.

However, the cash, that's something else. May require the odd phone call in due course. Why do they have to be so poor?
 

Daver6

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The ability to link PNRs would be nice to be able to do online. Ie, two pax on the same flight, different PNRs.

Another one, is if you're on QF 11/12 the ability to select your seat for the second sector. Ie, if flying JFK-LAX-SYD you can only select your seat for the JFK-LAX sector.

When cancellign a domestic J flight, the ability to select original form of payment refund has been removed. Ridiculous you need to call for this now.
 
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- The ability to change a flight after Qantas has already changed it. All the flights that I've wanted to change after Qantas has changed one of my flights over the last month (there have been a lot!) have required a call to resolve because MMB comes up with an error saying "fare not in database" or something similar.
- There seems to be a limit to the number of changes you can make yourself to a PNR before the website coughs out and you need to call Qantas to make further changes.
- Ability to request a refund online without having to call when I'm eligible (i.e. flex fare or there has been a cancellation).
- Chat to a consultant online.

Note: All of the above can be done online with Jetstar.
 

Seat0B

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I’ll have to call them next week about DSC that did not post.

Also, I often have to call to get Mr Seat 0A allocated a seat near me when we fly on same flights but different bookings. I often have to get a booking just for me for work reimbursement purposes. I’m WP and he is LTG - so seats available to me on my separate booking are not available to him on his booking. apparently the bookings can only be linked via a call.
 

VPS

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I had booked through Amex travel and then had to change. Because I had been able to change the original flight that Qantas cancelled on the Qantas website without going through Amex travel this meant Amex travel no longer had control. I rang Amex and they said I had to ring Qantas so although it said I had to contact Amex I did ring Qantas and they didn't even query it and just gave me a credit
 

DC3

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… I rang Amex and they said I had to ring Qantas so although it said I had to contact Amex I did ring Qantas and they didn't even query it and just gave me a credit
Which would have been better to do on-line, but not possible?
 

_flyer

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Qantas has made several operational flight changes, but it has resulted in a raft of missed connections (in the same booking). I can't change these online unfortunately. It states 'call Qantas office'. Surely, it would be easier on everyone if we could just select an alternative flight online ourselves.
 

rekeno

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Their system is simply too buggy, too many exceptions to handle. I called in the request to change the flight time due to the fact they had cancelled my flight and gave me a connection flight with negative transit time. Over the phone, they said ok, I change for you, and I will get the new ticket within 24 hours. Well, now already 36 hours, nothing, and I cannot do anything online, as it says ticket is in processing. So, it means I have to call them again.... People have to keep calling again and again for simplest thing, which doesn't do any good to them.
 

serfty

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I made a booking using a part travel credit (8%) and $$$ (92%). I was unable to change this online (option greyed-out/insensitive).

When a flight was cancelled, they rebooked me on a flight 8 hours earlier that I could not avail myself of. To fix I had to call.

Once re-ticketed, I was unable to do anything more online other than look at the booking. No seat selection or other option worked.

Today the new flight was cancelled (it was for next week). After this I was unable to even look at the booking/credit online. I had to call to have it sorted out.
 
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