For Valentine's Day (and our anniversary) last February, I booked flights SYD-HLL-SYD using the call centre, in December 2019. When I booked our flights, a very kind operator took my details, and stated I do not have enough points for both directions for two of us, I told her that my partner also has points, so she took her details (QFF number and PIN) and stated all in good order and she placed them. She DID NOT TELL US that we need to pool our points together. I am sure this is inconspicuously, somewhere in the most user friendly website.
Our upgrade on the trip up went smoothly. Great service in the front.
24 hours before our return, (QF4 on 18 Feb) I received an SMS stating I do not have enough points so our request has failed.
This was the period when anytime I called ‘due to highly increased demand’ Qantas call centre did not take calls, and asked us to leave our number and details, and called back an hour or two later! By call centre help, first she transferred her points to my account, and call centre put us back in the queue, later this was declined, with their help we this time pooled points to her account and we retried, this was also declined, and we transferred back, and thought we were getting there as' 'we were in the Q and seats were still available'.
I spent hours on the line calling them from Honolulu!
When we arrived at Honolulu airport, and this we learned was also declined together with 26 other people who were on the queue.
What a great service by Qantas call centres!