blackcat20
Enthusiast
- Joined
- Jan 7, 2011
- Posts
- 12,070
- Qantas
- Gold
- Virgin
- Gold
I posted this in the call centre thread yesterday but thought it deserved its own thread as I know many of us have been having the same issue.
We're booked to fly MEL-SYD-LAX this month, with an overnight in SYD. We booked a classic reward, J on the domestic leg and F on the international. Our SYD flight was cancelled and we were pushed to the next flight, which was subsequently cancelled, leaving us on the 9pm. The last flight of the night, with a 1 year old and a 3 year old.
I checked Expert Flyer which told me there were 4 U seats on the earlier flights, so dutifully called and explained that due to a scheduled change, I'd like to move to an earlier flight. They told me there were only 2 U seats unless I wanted the 2.30pm flight. Rinse and repeat another 5 times over a number of days. Several times I was put on long holds, or told they would call me back, but they never did. I always ended up with CT, no matter what time I called, or which number I used, because I'm Gold with QFF. On the final call we made, @TomVexille made it through to a supervisor who said that yes, they should be able to make the change, but for whatever reason, computer said no. I also emailed QF staff as suggested but that got me nowhere.
So I logged onto Qantas and accessed the Customer Care Feedback form, logged in, then followed the prompts. There is a drop down option for Booking/ticket changes which allowed me to select the booking of concern. Then I explained the problem, specified the flight I wanted (being particular about knowing the appropriate fare bucket was available).
Yesterday we received a call back, the lady was very lovely and immediately moved us to the flight I wanted, and the e-ticket was in my inbox minutes later. We shouldn't have to resort to a complaint to get a simple flight change, but if you are struggling like I was, it might be the easiest way to get it sorted.
We're booked to fly MEL-SYD-LAX this month, with an overnight in SYD. We booked a classic reward, J on the domestic leg and F on the international. Our SYD flight was cancelled and we were pushed to the next flight, which was subsequently cancelled, leaving us on the 9pm. The last flight of the night, with a 1 year old and a 3 year old.
I checked Expert Flyer which told me there were 4 U seats on the earlier flights, so dutifully called and explained that due to a scheduled change, I'd like to move to an earlier flight. They told me there were only 2 U seats unless I wanted the 2.30pm flight. Rinse and repeat another 5 times over a number of days. Several times I was put on long holds, or told they would call me back, but they never did. I always ended up with CT, no matter what time I called, or which number I used, because I'm Gold with QFF. On the final call we made, @TomVexille made it through to a supervisor who said that yes, they should be able to make the change, but for whatever reason, computer said no. I also emailed QF staff as suggested but that got me nowhere.
So I logged onto Qantas and accessed the Customer Care Feedback form, logged in, then followed the prompts. There is a drop down option for Booking/ticket changes which allowed me to select the booking of concern. Then I explained the problem, specified the flight I wanted (being particular about knowing the appropriate fare bucket was available).
Yesterday we received a call back, the lady was very lovely and immediately moved us to the flight I wanted, and the e-ticket was in my inbox minutes later. We shouldn't have to resort to a complaint to get a simple flight change, but if you are struggling like I was, it might be the easiest way to get it sorted.
