Qantas Classic Reward Flight cancelled and unable to select suitable option on-line

[NM]

Qantas cancelled and change my upcoming Classic Reward flight as they are re-jigging the schedule for BNE-MEL and changing the mix of aircraft types on the segment (B738 <--> A220). So my 11am A220 flight was cancelled and I was rebooked on a 10:10am B737. I am unconcerned with the operating aircraft type, but would have preferred to be moved to the next later flight rather than an earlier one.

The QFF App and Website Manage Booking both had the options to "Accept", "Change" or "Cancel". But any time I selected "Change", the page just reset to the same information without offering any alternatives. So it seemed that my on-line options (APP or Web Site) were really only to Accept or Cancel.

So I called the Qantas contact centre to ask to be moved to the later flight. The call went through to an agent fairly quickly (I have QFF Lifetime Gold status, so not eligible for the premium call centres). After a brief explanation of my request, I was offered to be moved to a 1:15pm flight. I could see there was a 12:15pm flight that was better timing for me, but was only offering CR+ option (at 4 times the points I had paid when booked). I was told there was no Classic Rewards availability on the flight I wanted.

So, I then explained that it was Qantas who cancelled my original flight and moved to a flight where the timing was not suitable, so that means its an "involuntary" change and as I can see there are seats in the Business Class cabin for sale, I would like the involuntary change to the 12:15pm flight which more closely matches my original booking scheduled flight departure time.

After a little tapping and noting that she had to change it from a "commercial fare" to a Classic Reward seat, I was successfully changed to the preferred flight.

Not sure why I was not presented with any options other than the original move to an earlier flight through the self-help tools (App and Web Site). And not sure why the agent needed me to prompt with the words "involuntary change" when I asked specifically about the 12:15pm flight. But the eventual outcome was the one I was seeking.

Lesson Learned: when the app or web site does not offer the changes I want, make a phone call and ensure to ask for the specific flight I want and use the term "involuntary change" as many times as needed during the conversation.

 

[jpp42]

I'm glad you got an agent who knew the process (and had the right authorisation) to convert the seat to a classic reward and thus allow rebooking of your ticket onto the flight you wanted. This is a much better outcome than what we've seen in the past where the agents claim there are no seats at all in your cabin of travel, when what they really mean is there are no seats in your fare class and they are unwilling/unable to change anything to make it work.

 

[NM]

I'm glad you got an agent who knew the process (and had the right authorisation) to convert the seat to a classic reward and thus allow rebooking of your ticket onto the flight you wanted. This is a much better outcome than what we've seen in the past where the agents claim there are no seats at all in your cabin of travel, when what they really mean is there are no seats in your fare class and they are unwilling/unable to change anything to make it work.

Yes indeed. Go to the call prepared with knowing what you want and the terminology to use if my best advise. The agent obviously was only looking for U class availability and she made no mention of the 12:15pm flight even existing until I asked about it specifically by flight number and scheduled departure time. And until I used the words "involuntary change", the desired flight was unavailable. Thankfully she did know how to get me onto that flight, which I expect was just a matter of entering the appropriate override code note the involuntary nature of the original flight cancellation.

New e-Ticket confirmation arrived via email about 20 mins after the call ended.

 

[Happy Dude]

Any link between the online options and the time grog service kicks in?

 

[NM]

Any link between the online options and the time grog service kicks in?

There wasn't any on-line options for different flight times. Just the new 10am to Confirm, or cancel the ticket. So i don't think that was a consideration from Qantas' perspective, but I will neither confirm nor deny any such consideration my part.

QF domestic J has booze for all flights. A G&T or sparkling wine or a bloody mary for breakfast is never a problem (except before 1pm on Anzac day as I found out recently ).

Original booking was for 11am departure, and new booking is 12:15pm departure, so no lounge imbibing pre-boarding other than ensuring adequate caffeination opportunity. The later 1:15pm offered would have meant some lounge time after bar opens, but ...

And I expect the food options onboard for 10:10am or 11:00am or 12:15pm or 1:15pm departure will likely be similar.

I was thinking more about the road traffic and airport chaos for the earlier departure time. Getting to the airport around 9am means dealing with morning school traffic zones etc, and will be relying on Mrs NM for my airport commute.