Qantas service Fee on Flex Fare is it Fair...sic?

[marki]

Hi All,

Made sure this topic had not been mentioned before. There is a service fee that keeps getting me very upset. I have a fully flex fare and cannot change it on the website ( greyed out) So it is not my fault I call Qantas to have my flight details (date) changed second time on the return journey and once on the journey out. The reason I bought a fully flex fare!! So I could do this. Each time I have to use the Qantas 131313 number as it was not possible to do it on the website. So is it fair to be charged 80AUD every-time there system is not allowing me to change online!
Change Booking Fees
In addition to changing bookings on qantas.com, bookings can be changed (where allowed) through Qantas Contact Centres and selected Qantas airport locations, as well as web chat and selected social media channels in some countries. The following Change Booking Fees apply for bookings changed through Qantas Contact Centres, Qantas airport locations, web chat and social media. The below fees are not payable for bookings changed online via qantas.com.

No Change Booking Fees will apply for changes to a booking in Business or First, including date and time changes.

Note: to change a booking via any method, a change fee may apply depending on the fare type purchased. You may also have to pay any difference between the fare for your new booking and the original fare. Refer to the applicable fare rules for details.

 

[opusman]

IMO not fair for them to charge a service fee if there's no self-serve alternative. But they do.

 

[marki]

They grab a dollar even on a fully flexible ticket this is what grabs me by the throat. I mean I could just cancel the hole darn thing and get a full refund without a cent extra. Book another ticket ( But I have already travelled one leg) so it is a little harder but not impossible.

 

[michaele]

They grab a dollar even on a fully flexible ticket this is what grabs me by the throat. I mean I could just cancel the hole darn thing and get a full refund without a cent extra. Book another ticket ( But I have already travelled one leg) so it is a little harder but not impossible.

If you care enough about it, I'd challenge the fee by asking how you should change it yourself. General policy is you don't pay the fee if you can show you can't make the change online.

 

[ozbeachbabe]

If you are on a flexi fare you can change flights on the day with no fee at the airport either at check in or at a kiosk if that same fare bucket is available.

There's always the option of just booking one way then once you know what time you can fly back use BFOD and fly with whoever is cheapest.

 

[marki]

If you care enough about it, I'd challenge the fee by asking how you should change it yourself. General policy is you don't pay the fee if you can show you can't make the change online.

If you are on a flexi fare you can change flights on the day with no fee at the airport either at check in or at a kiosk if that same fare bucket is available.

There's always the option of just booking one way then once you know what time you can fly back use BFOD and fly with whoever is cheapest.

michaele, I actually was thinking not even bothering. It is much easier (in my mind at this stage) to ring the Amex and challenge the fee. It is clear my fare is fully flexible.

ozbeachbabe I have never tried changing flights on the day with no fee at the airport. This is especially tricky when on a international leg and using BA booking agent at the airport. I haven't told anybody yet but the booking I am on has double SC and Double Points I am not keen on loosing this PNR.

 

[RichardMEL]

ozbeachbabe I have never tried changing flights on the day with no fee at the airport. This is especially tricky when on a international leg and using BA booking agent at the airport. I haven't told anybody yet but the booking I am on has double SC and Double Points I am not keen on loosing this PNR.

If you're checking in with BA that suggests an itin involving a BA connection to say QF2 or 10. ... and that would complicate things for sure.

btw under that particular promo last year I am not sure you'd get DSC *and* DP.. one or the other depending on the flight numbers/metal you're on, but that's an aside.

I havce found most QF phone agents reasonable in terms of waiving the "phone assistance fee" when you can't do it online (prior to being P1 where all those fees are waived anyway).

Remember this fee is to use the call centre, not specifically related to the fare involved (obviously if it was a cheap sale fare with its own change fees and the like involved then those would also be charged).

imho

 

[marki]

If you're checking in with BA that suggests an itin involving a BA connection to say QF2 or 10. ... and that would complicate things for sure.

btw under that particular promo last year I am not sure you'd get DSC *and* DP.. one or the other depending on the flight numbers/metal you're on, but that's an aside.

I havce found most QF phone agents reasonable in terms of waiving the "phone assistance fee" when you can't do it online (prior to being P1 where all those fees are waived anyway).

Remember this fee is to use the call centre, not specifically related to the fare involved (obviously if it was a cheap sale fare with its own change fees and the like involved then those would also be charged).

imho

The complicated thing with BA in Tegel is they don't have access to Qantas booking system so they cannot help. For Me also ......most service agents are great. Being P1 I expected the booking telephone service fee to be waived. They officially do it on the first telephone call only. However I had to do it three times. I knew about this due to the unpredictable nature of certain things beyond my control. The reason i bought a totally 100% flexible ticket. However they still charged me. Next time I will just refund the money. Purchase a new ticket. Decided..... going to challenge the charge via my credit service provider.

 

[RichardMEL]

This is news to me that the charges are waived for P1 on the first call only.. is this per booking or per membership year? How odd. Should just be waived. Period IMHO

 

[GoldCanyon340]

Being P1 I expected the booking telephone service fee to be waived. They officially do it on the first telephone call only.

I was going to say I don't think that's correct. Then I took a look at the website and it says, "any Booking Fees which would normally apply for new commercial bookings made through the Qantas Contact Centres will also be waived as long as you are travelling in the booking."

So, technically, that could mean a new booking is a first telephone call only. Ahhh, QF and ambiguous descriptions, considering it also states, "Platinum One members will have selected fees waived to assist with servicing your bookings over the phone."

 

[JohnK]

They grab a dollar even on a fully flexible ticket this is what grabs me by the throat. I mean I could just cancel the hole darn thing and get a full refund without a cent extra. Book another ticket ( But I have already travelled one leg) so it is a little harder but not impossible.

You don't insist they waive the change fee as you are not able to change online? Also try calling back until you get an operator who is sympathetic to your issues.

 

[marki]

You don't insist they waive the change fee as you are not able to change online? Also try calling back until you get an operator who is sympathetic to your issues.

I did John I did but to no avail. Next time I will try calling back I have heard this is successful!

 

[marki]

Some positive feedback
Getting back to the first service fee for using the 131313 number for flight booking. This was raised with the Credit Card Company and a hold put on the charge.
I am waiting for my next bill.

Today I rang Qantas after another charge came thru for different booking to the US. This time without any prompting they (Qantas) tagged on a 80AUD charge QSF -Qantas Service Fee. I called them and put in a compliant in. I tried to explain that the changes that were requested were to a full fare ticket. I could have asked for a refund and then booked another flight. No charge using the internet.

But Speaking with Vanessa today from the CST - Customer Service Team, who called me after my compliant. I got an apology and a promised refund. What is important is that P1 are not or should not be charged a QSF.

I think a bottle of bubbly is finally coming my way!!

good outcome.

 

[marki]

Hello everyone.......Further follow up on my review considering recent changes to an international ticket. I rang Qantas 131313 number and requested my Y sector from SanFran to Dallas be upgraded for cash money after receiving EF tipoff via email. Great news normally would pay 80 AUD for the business upgrade and 440 AUD for the change fee plus 80 AUD service fee.

All I paid for was the 80 AUD so this shows Qantas does look after its most FF flyer's. I am very happy with this outcome.

Discount Business is really good value in the US and AA when you can get it. Expert Flyer is a must for fairly frequent flyers my advice is to get it. My life changed after I did and kept on kicking myself for not doing it earlier. Such things such as poor mans first class and poor persons business become easier more definable to reach achieve.

 

[bad]

Have found Qantas recently changed their practice and I praise em for it.