Need to change upcoming CNS-BNE-MEL leg due to imminent surgery

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RedSMS

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Hello all, hope you are all doing well,

I have had a trip to Port Douglas planned for some time (Dep Tues 29/10) and (return Friday 8/11,)

All flights are QF.

Unfortunately, I have just been diagnosed with Melanoma and need to be admitted to hospital on Sat 9th Nov for surgery to remove the Melanoma in my calf.

There is some difficulty here because I am not scheduled to return until 10 PM Fri 8th Nov, which leaves me with next to no time to prepare my belongings for my hospital stay. I live a good hour away from MEL and I would very much like to return as early as practicable. My return flight departs Cairns at 12:45 PM, gets into Bris at 14:55 PM. Problem is that the BNE-MEL leg isn't until 18:40 and doesn't get in until 2200 PM. I can see there is a QF709/QF621 that leaves CNS at 0935, gets into BNE at 11:45, then QF621 departs BNE at 1310 and gets into MEL at 16:30. This would make the most incredible of differences to me as I would be able to get home much earlier in the day and allow me a much better opportunity to prepare my belongings for hospital and get a final nights sleep in my own bed. This is serious surgery and my surgeon has told me that I will require between 1-2 months in the hospital recovering.

My Father and his GF were planning to stay until the 17/11, As I am having surgery, my dad is returning late on the 10/11 now. (My surgery doesn't actually occur until Mon 11/11 but I need to be admitted on the Sat so that I can have my leg raised and IV antibiotics started to give the best chance of an infection-free recovery upon also allowing a skin graft maximum opportunity to "take"

Dad has been told by Virgin and Tiger that if he is able to provide a medical certificate, they will issue him with credit. I assume QANTAS don't do this. I am QFF GOLD.

I have Medical certificates from the Victorian Melanoma Clinic at the Alfred in Melbourne that describes my case. Currently, the QF709/621 ie Dep CNS 0935 ARR MEL 1630 is $446 Red-e-deal and $516 Flex

How do I approach QANTAS, which department, what do I say to give me the maximum opportunity for a simple swap to the QF709/QF621 option?

Thank You all in advance!
 

moa999

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Call them using the number on the back of your Gold card. Will all depend on your fare class, and fare class availability on other flights

Personally, I would prepare your belongings before you go, and fully enjoy the holiday as planned given it sounds like a tough recuperation.
 

VPS

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Have you got travel insurance or did you pay via credit card that may have insurance. If so give them a call asap and see what they say. Your doctor may give you a letter saying they want you back on a particular date.
 

RedSMS

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I'm currently on the phone to QF and they can change me to the 0935 dep and 1630 Arrival for $307. I booked a red-e-deal and used my debit card :(
 

RedSMS

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I called 131313 instead of 13 11 31 as it says on the back of my GOLD QFF card. I cannot BELEIVE how insensitive Qantas are regarding this, I have stage 2C Melanoma, and whilst I count myself lucky in so far as that it has not spread to other parts of my body, I have a 30-40PC chance that the melanoma will return even after surgery as a form of metastatic disease. I have numerous trips booked with QF next year and have spent approx 5K with them without even leaving the ground yet. I am flying PE in June MEL-SYD-LAX-JFK-BOS and JFK-LAX-SYD-MEL in July + my usual domestic and Intl flights that I haven't even booked yet. They are telling me that "The way the system works is that we can't change your flights unless we charge you $307." As previously mentioned Virgin and Tiger have issued others travelling with me with a flight credit and have swapped them to the flights that they need.


UPDATE: After holding holding holding, being very respectful and patient and pleading my case repeatedly, QF was able to successfully change my return flights to the QF709/QF621 that leaves CNS at 0935, gets into BNE at 11:45, then the QF621 which departs BNE at 1310 and gets into MEL at 16:30 for a grand total of $28.74.

Absolutely rapt with the outcome. I am so grateful to Alex from Qantas Customer Service (he had an African/ French accent) and QF in general.

Now I have a few more hours to prepare myself for a massive challenge!
 

RedSMS

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Messages
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I called 131313 instead of 13 11 31 as it says on the back of my GOLD QFF card. I cannot BELEIVE how insensitive Qantas are regarding this, I have stage 2C Melanoma, and whilst I count myself lucky in so far as that it has not spread to other parts of my body, I have a 30-40PC chance that the melanoma will return even after surgery as a form of metastatic disease. I have numerous trips booked with QF next year and have spent approx 5K with them without even leaving the ground yet. I am flying PE in June MEL-SYD-LAX-JFK-BOS and JFK-LAX-SYD-MEL in July + my usual domestic and Intl flights that I haven't even booked yet. They are telling me that "The way the system works is that we can't change your flights unless we charge you $307." As previously mentioned Virgin and Tiger have issued others travelling with me with a flight credit and have swapped them to the flights that they need.


UPDATE: After holding holding holding, being very respectful and patient and pleading my case repeatedly, QF was able to successfully change my return flights to the QF709/QF621 that leaves CNS at 0935, gets into BNE at 11:45, then the QF621 which departs BNE at 1310 and gets into MEL at 16:30 for a grand total of $28.74.

Absolutely rapt with the outcome. I am so grateful to Alex from Qantas Customer Service (he had an African/ French accent) and QF in general.

Now I have a few more hours to prepare myself for a massive challenge!


And a sincere Thanks to all of you who responded to my OP
 

moa999

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Good result. Glad you found an agent who was willing to find the best solution.

Enjoy your holiday, and best of luck with the operation and recovery.
 

DC3

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I’m happy that it worked out for you. Here’s hoping that Alex is not in trouble on any audit/check. 😳
 
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