Outstanding service from Qantas

[tomo69]

It's usually the norm to complain about poor service, but I just want to praise some outstanding customer service from Qantas.

Last night I booked flights for myself and family from MOV to BNE and return, however I accidentally made the booking back to front.

I was beside myself when I realised what I had done. I called the customer booking number and a wonderful woman was very understanding and fixed it up for me, no hassle and no extra costs.

Well done Qantas.

 

[oz_mark]

It's good when it works out...

It's part of their Same Day, No Mistake commitment.

See Same Day No Mistake | Qantas for details.

 

[timmitch]

Did this myself a few days ago. Double booked same return flights. Quick call and all was sorted.

While on this have to say the cabin crew from mel-adel and return have been great. Super friendly and joking. Been very nice flying

 

[Pablo]

I had an awesome experience of this Same Day no mistake policy last year. I had booked a flight from Melb to Sydney on QF but cancelled it because I changed plans and wanted to go direct to NTL instead on JQ. Anyway, I missed my JQ flight, and because I had only cancelled my QF flight about 20 hours before, they reinstated my QF ticket to Sydney. Still had to drive from SYD-NTL but that was better than waiting in MEL overnight.

So good

 

[SYDMIA69]

I had the same experience. I was showing my Mum how to book her flights on the internet and booked 4 tickets BNE-SYD instead of SYD-BNE. Called them up, I felt so stupid, the agent was great rebooked and emailed the new etickets immediately no questions and had a great sense of humor.

 

[lovestotravel]

I wasn't aware of this policy, but it's a great idea!

Easy to make a mistake online and I do always like to read the email confirmation as soon as it comes through!

Great work Qantas

I think even JQ has this, as I am pretty sure I heard it while I was on hold to them today....

 

[Foreigner]

It's good when it works out...

It's part of their Same Day, No Mistake commitment.

See Same Day No Mistake | Qantas for details.

I've been through this. But once not so long ago, I'd booked CNS-SYD when my plan was to fly SYD to CNS. Self check in at airport wouldn't work and it wasn't until I went to the desk that I realized my mistake. Ended up paying $60 in fee but the same ticket value was applied.

 

[docjames]

Add me to the list of "done it once".

Work computer had a fritz-out, ended up booking duplicate - called, all fixed foc.

 

[Pushka]

Same. Did it too. Now I'm paranoid or is that cough, about checking.

 

[tomo69]

I see thats its policy, but it was the actual woman, her patience and temperment that really impressed me. I only wish I remembered her name so I could provide feedback direct to Qantas.

I'm glad to see that I'm not alone in doing this though

 

[nlagalle]

I see thats its policy, but it was the actual woman, her patience and temperment that really impressed me. I only wish I remembered her name so I could provide feedback direct to Qantas.

I'm glad to see that I'm not alone in doing this though

The person's name will be on the booking system so they'd be able to find it..

 

[Ewing]

I'm glad to see that I'm not alone in doing this though

Nope. I've also booked tickets the wrong way around.

I remember at the time thinking "Hmm, those flight numbers are different than normal" (I was doing this flight at least once a week at the time) but it didn't click that I was booking in the wrong direction until I looked at my FF account later :mrgreen:

 

[ozbeachbabe]

I think even JQ has this, as I am pretty sure I heard it while I was on hold to them today....

They might want to let their call centre staff know as so many whinges on the JQ FB page are people who have made these same booking mistakes & call the airline sometimes only minutes after doing the booking only to be told they'd have to pay fees to change it.

I see thats its policy, but it was the actual woman, her patience and temperment that really impressed me. I only wish I remembered her name so I could provide feedback direct to Qantas.

I'm glad to see that I'm not alone in doing this though

If you give feedback either via the QF FB page or via the QF website sending them a pm with your booking number they can look up the system initials of the res agent who actioned those changes and provide them with the feedback.

 

[anchew]

I had a similar thing happen. Booked flights for a weekend late one night, around 11pm. Woke up the next day realising that it was the wrong weekend that I booked. Rang QF and the agent changed by booking to the right dates even though it was no longer the 'same day'.

 

[Pablo]

I had a similar thing happen. Booked flights for a weekend late one night, around 11pm. Woke up the next day realising that it was the wrong weekend that I booked. Rang QF and the agent changed by booking to the right dates even though it was no longer the 'same day'.

I think it's actually 24hrs rather than "same day".

 

[MEL_Traveller]

I think it's actually 24hrs rather than "same day".

the terms and conditions are unequivocal that you must contact QF by midnight on the same day of making the booking:

How to reverse your mistake
Simply advise a Qantas travel consultant by calling 13 13 13 by midnight of the day of making the booking.

While QF might show some grace, it is not worth advising people 24 hours in case QF decides to enforce their own Ts and Cs

 

[Foreigner]

Flew CNS-SYD in Y today. Good, friendly service from cabin crew (all girls, most mature age). Being Australia Day, alcohol with lunch was complimentary...wines/VB/Heineken. Landing was on 07/25 to the east.

 

[froggerADL]

Last year I booked a Y classic reward from LHR-ADL. A few hours later I realised that I should have just paid for the flight as Qantas had a sale on which was basically just the taxes & charges + about GBP100.

I had just hit WP1 so I thought I'd ask if I could cancel the classic award without paying the 5000 point penalty. No problem, done instantly. At the time I thought that was a pretty good WP1 benefit but maybe it was just because I had made a "mistake" and rang on the same day.

 

[trippin_the_rift]

I had just hit WP1 so I thought I'd ask if I could cancel the classic award without paying the 5000 point penalty. No problem, done instantly. At the time I thought that was a pretty good WP1 benefit but maybe it was just because I had made a "mistake" and rang on the same day.

I cancelled some classic bookings recently and was charged the 5k points so it was probably the same day and not p1

 

[JohnK]

I check, double check and triple check all my bookings before pressing the confirm button.

Still end up making mistakes and a couple of times Qantas has fixed my mistake when I have realised the mistake straight away and called them.

Then there are the time where it takes a day or 2, sometimes more, to realise the mistake. Tough luck....