Maybe ask her to transfer you to someone who can!HUACA time then.
After talking further she clarified that it was a business rule restriction for the call centre I was talking to (I think she said Fiji). So seems there's now a junior /low level call centre that does not have the authority to modify awards bookings.
What a big brain decision by Qantas
Don't worry I asked her to and she said sure, the number is 13 11 31 and to expect a 5 minute wait before being answered
With the number of random disconnections being transferred or coming off hold I've had in the last week I'm surprised I even got routed to someone in the first place.
I don't believe that. I think they just don't know how to do it or can't be bothered as changing a OWA takes them time. I've been told that so many time by Cape Town I've lost count and it's just not true.HUACA time then.
After talking further she clarified that it was a business rule restriction for the call centre I was talking to (I think she said Fiji). So seems there's now a junior /low level call centre that does not have the authority to modify awards bookings.
Perhaps incompetence, or just plain laziness
I've never been given the option of selecting "International Award Booking" from the phone menu, however I am just a lowly Bronze so is that something QF only offers people with status?
My current (and hopefully now finalised) itinerary is almost unrecogrisable from what I started with. I'm not the most patient type but failure simply wasn't an option so I just "bit my lip" many times because there was no way I was going to disappoint Mrs V. by not getting it done.
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I ended up getting a similar charge when rerouting without the explanation. It is crazy.
There's a flow chart in this article (Major Qantas Call Centre Changes), but it should be option 3, 2, 1 or 4, 1, 1.
2 - 5 -1 is the obvious choice for me. Still can't see any options specific to changing an international award booking
You're right, I must have misremembered about modifying an award booking.
You would just use the same options as for a new award booking. The process Is presumably the same.
If you replaced AY with QR that's typical.
Partially agree with you but, to fill in some more detail, when I actually made the changes nearly 2 weeks ago, I was told the charges were calculated to be around $400 extra (which I was comfortable enough with). $AUD had gone up by a few cents too so I was expecting the exchange rate to be in our favour when they re-calculated all sectors as well.
No, unfortunately. I had a flight change that was just the same flight one day earlier and they repriced it!
Judging from what I've been told by CSAs, I think there's some discretion allowed, depending on which agent you get. Shorter flights like BA LHR to CPH/ARN/BRU/NCE/KEF etc tend to all have the same charges so agents usually won't re-price if you change one of them. I've had them say to me "That's not much different so I won't take up time recalculating the charges". Changes to the date or time of Aussie dom flights are the same.
I was using 2 - 5 - 1 earlier and getting people with no idea how to book them.
I'm trying 4 - 1 -1 this morning which also seems reasonable. (Frequent Flyer -> Book or change a flight -> International)
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