dougieboy
Member
- Joined
- Apr 19, 2011
- Posts
- 103
My mother received a phone call from Qantas Call centre this evening at 8:02pm regarding QF824 from Brisbane to Darwin departing 9:45am tomorrow morning. She is a lifetime silver status member. My mother was informed that due to "operational requirements" the aircraft was 'changed' and only economy class was available. My mother cannot fit into a standard economy seat. This ticket was booked on 4th January 2022 for a wedding. She inquired as to aircraft type and they were not forthcoming. Eventually found out it was a 3-3 config but again the Qantas agent didn't know much. Only option was for my mother to accept an economy seat for a flight that was apparently full as no spare seats were available next to her (to accommodate personal needs).
Long story short when asked to speak to manager she was questioned by the agent as to why and was effectively gatekeepered and not permitted to speak to a manager. Passive aggressiveness was definitely on display here. Refund processed in 8 weeks. No wedding and mum is also put out for hotel room booking with 2 day cancellation fee. It all adds up. I checked expert flyer seat maps - only 6 seats in J class are occupied, in Y there are only 7 spare seats left, with 2 seats spare next to each other. The customer agent said there were no seats empty side by side. Lying to mum or lost in translation? Lost another QF member as she sure as hell doesn't want to expect last-minute calls with limited option (downgrade or take the midnight flight to Darwin late tomorrow). In the good old days, you could be re-routed via Sydney with no drama.
Mum is upset, obviously triggered and shut down with what should have been a good week away seeing family and friends for a special occasion. Makes me think twice about booking a ticket I will stay local and stick to driving. Is it worth reaching out or take this as one of life's lessons? thanks for reading Doug
PS: Upon reflection, the QF customer agent may be better suited to working at Centrelink as she seemed a natural in challenging and not listening to customers, and instead afford contempt. Gotta see the funny not so funny side of it.
Long story short when asked to speak to manager she was questioned by the agent as to why and was effectively gatekeepered and not permitted to speak to a manager. Passive aggressiveness was definitely on display here. Refund processed in 8 weeks. No wedding and mum is also put out for hotel room booking with 2 day cancellation fee. It all adds up. I checked expert flyer seat maps - only 6 seats in J class are occupied, in Y there are only 7 spare seats left, with 2 seats spare next to each other. The customer agent said there were no seats empty side by side. Lying to mum or lost in translation? Lost another QF member as she sure as hell doesn't want to expect last-minute calls with limited option (downgrade or take the midnight flight to Darwin late tomorrow). In the good old days, you could be re-routed via Sydney with no drama.
Mum is upset, obviously triggered and shut down with what should have been a good week away seeing family and friends for a special occasion. Makes me think twice about booking a ticket I will stay local and stick to driving. Is it worth reaching out or take this as one of life's lessons? thanks for reading Doug
PS: Upon reflection, the QF customer agent may be better suited to working at Centrelink as she seemed a natural in challenging and not listening to customers, and instead afford contempt. Gotta see the funny not so funny side of it.
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