How Badly have Qantas Changed your Booking?

[bnr032]

Maybe a Vent, But Hoping people would advise if similar have happened and it was sorted (relatively) painlessly?
Originally made a Reward / point booking for my partner (to join me overseas).
Essentially BNE-LAX-YYC on 18/7
then YYC-LAX-BNE on 3/8
Simple.. Until...
First flight BNE-LAX was cancelled and rebooked on later - we received an email about this and she was re booked. However it meant the connection at LAX was -4hrs (yes negative). So i phoned and explained thats not going to work, please change that flight to the following day. Which they said ok easy fix (and partner would overnight in LA). That was the request 2 weeks ago.
After a few days we noticed the MMB was updated. But E ticket was still old one (which knowing how when using non qantas (in this instance Westjet) they may not hold the seat if its not ticketed. So I phoned, was told 'its in the queue for re ticketing it will be fine
Left it another few days, checked again, no changes to Eticket. Phoned again, was told its fine, will be done within 24 hrs.
Today, so 2 full weeks after initial change, i call again (only positive was this morning i didnt spend a single second listening to music as a bronze member) Same story, she will look into it, will be done within 24 hrs.
However, checking this afternoon.. the booking has totally dissapeared from MMB under my log in, or my partners log in. I can search with booking and surname to find it. But the booking has radically changed to
BNE-LAX 4/6
Singapore-Mildura 10/6
Mildura-Singapore 20/6

so im in the queue again on hold.

 

[RooFlyer]

Maybe a Vent, But Hoping people would advise if similar have happened and it was sorted (relatively) painlessly?

Worth a vent but there (unfortnately) very many stories like this on AFF at the moment, such as in the Qantas call centre long wait times thread (but other too )

 

[GoldCanyon340]

A fact of life unfortunately and it boils down to status most of the time. My most recent example was finding the unicorn of two award F seats LAX-SYD to complete our RTW in July this year. A few months ago the flight was downgraded from an A380 to a B787 so that QF could reposition the A380s to the Kangaraoo Route. Hence we lost our F seats. I got a notificatoin about this immediately from both QF and ExpertFlyer and within one hour I rebooked my flight home to Australia on QF2 from London instead; the QF agent I spoke with aas fantastic and waived all fees.

 

[AustraliaPoochie]

Do you know which call centre/center it was diverted to?
Not that I can provide any consructive assistance, but really, this is the worst of the worst in regards to QF.

 

[love_the_life]

Maybe a Vent, But Hoping people would advise if similar have happened and it was sorted (relatively) painlessly?
Originally made a Reward / point booking for my partner (to join me overseas).
Essentially BNE-LAX-YYC on 18/7
then YYC-LAX-BNE on 3/8
Simple.. Until...
First flight BNE-LAX was cancelled and rebooked on later - we received an email about this and she was re booked. However it meant the connection at LAX was -4hrs (yes negative). So i phoned and explained thats not going to work, please change that flight to the following day. Which they said ok easy fix (and partner would overnight in LA). That was the request 2 weeks ago.
After a few days we noticed the MMB was updated. But E ticket was still old one (which knowing how when using non qantas (in this instance Westjet) they may not hold the seat if its not ticketed. So I phoned, was told 'its in the queue for re ticketing it will be fine
Left it another few days, checked again, no changes to Eticket. Phoned again, was told its fine, will be done within 24 hrs.
Today, so 2 full weeks after initial change, i call again (only positive was this morning i didnt spend a single second listening to music as a bronze member) Same story, she will look into it, will be done within 24 hrs.
However, checking this afternoon.. the booking has totally dissapeared from MMB under my log in, or my partners log in. I can search with booking and surname to find it. But the booking has radically changed to
BNE-LAX 4/6
Singapore-Mildura 10/6
Mildura-Singapore 20/6

so im in the queue again on hold.

Hope you can get this sorted. Let us know what the outcome is. It looks like an amazing stuff up by QF.

 

[antycbr]

BNE-LAX 4/6
Singapore-Mildura 10/6
Mildura-Singapore 20/6

so im in the queue again on hold.

Anyone told Mildura Airport about their new nonstop service to SIngapore?

 

[AustraliaPoochie]

Sorry for the waffly, but how on this planet could a QF outsourced "agent" do something like this?
They don't even share the same 3 alpha IATA airport code.
OP, do you know which contact centre this one was?

 

[love_the_life]

I must admit cynic that I am that this sounds very far fetched. I am wondering if there is more to the story. Perhaps the OP could revisit to update.

 

[kangarooflyer88]

I find with agents, be it onshore or overseas, you need to be very specific in your request. If you are extremely specific in what you are looking for there is less chances of things going wrong. For instance, when rebooking flights always name the specific flights down the flight number on what you are looking for. Something like Calgary can get easily misheard over the phone, particularly when the agent in question hasn't been to that side of the hemisphere. For instance: "Please rebook them QF3346 connecting on to QF16" NOT "The 2:30 PM flight Calgary to Los Angeles and the 8:40 PM flight on Qantas to Brisbane". Most importantly, hang on the line until the flight gets ticketed. When an agent tells you to wait a few days, they are being a MOLA. Tickets should take seconds, maybe a couple of minutes tops to ticket and by hanging on the line you can ensure everything gets sorted so you don't have to call them back again and be on hold for hours and argue about who made what mistake.

-RooFlyer88

 

[webregs]

I had a somewhat similar experience back in March/April when Qantas cancelled the BNE-SIN leg of my reward BNE-SIN-DXB-FRA trip such that I would now arrive in SIN 15hrs AFTER my SIN-DXB leg departs. I just happened to notice this when re-checking my flight times as I received no notice of these changes. I waited a couple of days thinking they might have been re-working my BNE-SIN leg but eventually rang the FF service desk to query what was going on. The initial, and only option given, was to cancel the entire trip and refund my points. I know it's been said elsewhere before but it really is appalling that having cancelled a flight Qantas feel no responsibility for allocating a seat on another flight just because "there's no reward availability" even though seats are clearly available online.

When I explained that complete cancellation of the trip was not acceptable as the trip had been booked since Oct 2021. I suggested there must be some way to get me to SIN in time and so then spent a good hour and half finding alternative flights online via the QAN website and talking the (very helpful but clearly inexperienced) service agent through the changes I wanted. Eventually the only option that was available/possible was if I went BNE-DRW-SIN with DRW-SIN via Jetstar. I'm not looking forward to sitting around in Darwin airport between 1-5am but at least I get to SIN 12 hours before my SIN-DXB flight departs.

Then to top it off, I also had to change my separately booked MEL-BNE flight (as I live in Melbourne). I was told the re-ticketing would take up to 24 hours but 3 days later it still hadn't come through. Mindful of others having tickets cancelled if re-ticketing is delayed I eventually sent a message to Customer Care detailing all my previous issues, including this latest one, via their website as by then calling the FF service desk was so bad I wasn't even getting a call back option.

Finally two weeks later the confirmation and e-ticket for my change appeared online. As of now nothing else seems to have changed and I start my trip in 3 weeks so fingers crossed.

 

[bnr032]

So i have a somewhat Update.

(ive been busy all weekend with other life things).
After posting (i noted i was on hold) and a couple of hours later...
The Agent said that somehow my booking was cancelled by the last agent who looked at it. and the new itinerary was simple a 'dummy booking' (not sure what that practice is all about - possibly to keep the reference # in use?)
So she managed to re instate all of my original flights for my partner. Then said that there is a points discrepancy (as i had booked reward flights). To which i explained no, i wont be putting more points due to the involuntary changes required. She left me thinking it was being sorted.
But here we are today, still not been ticketed.
On hold again, having to explain the story - but the Agents see the itinerary the same as MMB, which isnt the E ticket.

Notes - I am a simple Bronze member, so zero status. From what i can tell, most of the Call centres ive been speaking with are Fiji. (no south african accents, definitely no Aussie Accents).
- to clarify - the initial change was from Qantas changing flight (same route just different time, and new flight #), the change i made, was pre empting the new ETA to LAX, and flight # was given. after the first call, the MMB was correct - it was just never re ticketed which is my issue.
- after the initial being fobbed off for re ticketing and thinking its normal, i have offered to stay on hold whilst it gets ticketed, ive been told its either something they dont do (leave you on hold) Or then ticketing are replying after waiting on hold and told they will do it, to also having the call drop whilst waiting on hold.

 

[marki]

Hey similar happening to me a Qantas Platinum denied boarding at BA in Berlin on my way to Melbourne- my name is crossed off and was asked to call Qantas but waiting in the queue to Qantas phone support over 30 minutes now means it’s too late. Missed my flight and no answers from Qantas.

 

[marki]

My boarding details on the Qantas app is without an change. Meaning flight details as per my previous request.

 

[Anna]

being a MOLA

What's that? Urban Dictionary says 'mother in law'??

 

[Anna]

I was already thinking of not booking QF for my next long haul flight because of previous poor experiences with catering and service even in J and F but this thread and other similar posts in other threads have really sealed the deal. I'm not flying QF int again until they stop doing this to people.

 

[JohnK]

I was already thinking of not booking QF for my next long haul flight because of previous poor experiences with catering and service even in J and F but this thread and other similar posts in other threads have really sealed the deal. I'm not flying QF int again until they stop doing this to people.

These issues don't look like stopping anytime soon.

Either extensive training and updated authority for overseas contact centres or bring all contact centres back to Australia.

 

[snabbu]

What's that? Urban Dictionary says 'mother in law'??

Interesting. There are 19 different acronyms listed below, none of them seem to correlate to what the poster is getting, something about being lied to or deceived.

What does MOLA Stand For? 19 meanings of MOLA by Acronymsandslang.com

Looking for the definition of MOLA? What does MOLA stand for? Find out it here! 19 meanings for MOLA abbreviations and acronyms on acronymsandslang.com The World's most comprehensive acronyms and slang dictionary!

acronymsandslang.com

"When an agent tells you to wait a few days, they are being a MOLA. Tickets should take seconds"

 

[MJHoops]

@kangarooflyer88 what’s a MOLA? Dying to know now!

Post automatically merged: Jul 8, 2022

I had a somewhat similar experience back in March/April when Qantas cancelled the BNE-SIN leg of my reward BNE-SIN-DXB-FRA trip such that I would now arrive in SIN 15hrs AFTER my SIN-DXB leg departs. I just happened to notice this when re-checking my flight times as I received no notice of these changes. I waited a couple of days thinking they might have been re-working my BNE-SIN leg but eventually rang the FF service desk to query what was going on. The initial, and only option given, was to cancel the entire trip and refund my points. I know it's been said elsewhere before but it really is appalling that having cancelled a flight Qantas feel no responsibility for allocating a seat on another flight just because "there's no reward availability" even though seats are clearly available online.

When I explained that complete cancellation of the trip was not acceptable as the trip had been booked since Oct 2021. I suggested there must be some way to get me to SIN in time and so then spent a good hour and half finding alternative flights online via the QAN website and talking the (very helpful but clearly inexperienced) service agent through the changes I wanted. Eventually the only option that was available/possible was if I went BNE-DRW-SIN with DRW-SIN via Jetstar. I'm not looking forward to sitting around in Darwin airport between 1-5am but at least I get to SIN 12 hours before my SIN-DXB flight departs.

Then to top it off, I also had to change my separately booked MEL-BNE flight (as I live in Melbourne). I was told the re-ticketing would take up to 24 hours but 3 days later it still hadn't come through. Mindful of others having tickets cancelled if re-ticketing is delayed I eventually sent a message to Customer Care detailing all my previous issues, including this latest one, via their website as by then calling the FF service desk was so bad I wasn't even getting a call back option.

Finally two weeks later the confirmation and e-ticket for my change appeared online. As of now nothing else seems to have changed and I start my trip in 3 weeks so fingers crossed.

How did your travel go?

 

[MJHoops]

@bnr032 did you get a solution? I’ve written about my experience in the post here