Anyone have any success stories/tips for how to escalate to get actual answers and results (Hobart or up the chain)? I've spent 20hr+ on the phone and been arguing for 5 months and still haven't issues resolved for our trip planned for June/July. Our adventures so far are below...
Partner and I booked a RTW trip (our first) back mid-November and his name was spelled wrong. They had issues taking payment but assured me it could be corrected AFTER we paid, and we were naive.
It was a great route, all business class and hitting the cities we wanted to see in the US and Europe, so we argued with them for 4 months. Finally gave up because the mental load and frustration was getting too much. Then getting a refund after they were cancelled was a big runaround that took 2 weeks and 5 calls (last call solved it within an hour).
After the points came back I called again, we obviously we couldn't get the same trip, so I called with the best itinerary we could find. The agent transposed our middle/surnames and spelled my name wrong (despite it being my QFF number
).
Called Customer Care and they explained they'd create a new booking with coreect names, duplicate the flights and cancel the previous booking - sounded super simple and looked good. Then flights started disappearing off the new booking. Called to question it the next day and the agent I got was (literally) huffing and puffing about how the flights weren't available and I'd have to accept a lower class and different days. Finally after an hour, which was a relatively short call compared to my others, she sent a request for reinstatement of the flights missing from my third booking. Plus a request for 3 flights on the date I called for some reason. I also sent an email to the ticketing issues email.
That was Saturday. Yesterday, after 6pm, flights disappeared again. I got the same response about them not being available and had to call 3 different times as my calls kept getting 'disconnected' when I asked for a supervisor and said I would wait on hold until they were free.
I know calls drop and supervisors there have bs-ed me before, but I am at the end of my rope. 800k points + Points Club Plus I can't do anything with, on top of the extra money I keep forking out because dates change.