Qantas Call Centre Frustration!

[castie]

So I am on a business trip right now that was extended so I flew my significant other out for the last week of it.
Now we both fly back in Y.

I wanted to upgrade us both to Y+.
So since I cannot make any more changes online to my booking I called up.
Was told I had to pay the 80 dollar charge for doing the upgrade over the phone for each booking.
I managed to get this waived for my booking but not my other halfs and the woman on the phone insisted I can do her change online.
So here I am..hours later and it seems changing a booking is limited to changing it within the same class! (No option to select a different one when searching)

But they still wont waive the fee....Am I missing something?

 

[Sprucegoose]

My experience says pay the fee or fly Y. You cant upgrade online. You can request an upgrade online.

 

[castie]

My experience says pay the fee or fly Y. You cant upgrade online. You can request an upgrade online.

Rolled the dice twice more today.

First one said even my own booking had to pay the fee so she wanted 80x2.
Second said the same as yesterday but then agree to waive so managed to get the upgrade done without the service fee on either booking.
If its possible you really shouldn't have to try three times...

Sorry and to add this was a cash upgrade not a points upgrade.

 

[Austman]

Yep! I've been told (and experienced it) that once the call centre alters your booking, further changes can't always be made 'on-line'. The change button doesn't even show/work any more.

They told me they knew about this.

So that's the first thing to mention to them when calling. That the request, which normally is possible to make on-line, can't be made on-line due to an earlier call centre made booking change.

 

[serfty]

Just to be clear, does this all relate to "upfaring", i.e. paying the extra fare to travel in U+ as distinct from a points upgrade?

 

[castie]

Just to be clear, does this all relate to "upfaring", i.e. paying the extra fare to travel in U+ as distinct from a points upgrade?

Yes I went from Q (I think it was at least) to T at a 100% cash price.
Maybe I have the wrong terminology here when saying upgrading?

 

[markis10]

Problem is ticket changes including regrades invoke the most restrictive conditions, being Q means a change fee is applicable despite going to a fare that may not have said fee.

 

[serfty]

I suspect any applicable "change fee" would have indeed been charged, and that the OP was having issues with the "Service Fee".

Interestingly, since the recent Website enhancements one cannot change a domestic booked fare online to a high cabin class at all. I'm am not sure if this applies to International bookings.

More here: http://www.australianfrequentflyer....-flyer-program/paid-upgrade-y-j-no-54727.html