QFF Platinum requesting release of extra Classic Reward seats?

[HarryTheFlyer]

I’m not entirely sure what office I got today, but it certainly wasn’t Australia or New Zealand. Got the international seats released first and then had the domestic connection released after that. Whole call took approx 40 mins.

 

[vhojm]

I’m not entirely sure what office I got today, but it certainly wasn’t Australia or New Zealand. Got the international seats released first and then had the domestic connection released after that. Whole call took approx 40 mins.

Hard to tell with Auckland, most of the staff there are not from Nz.

 

[DC3]

I’m not entirely sure what office I got today, but it certainly wasn’t Australia or New Zealand

I just asked them. Not relevant now, in my case, as no longer WP

 

[DC3]

My Mum spoke to one of the VIP Team Leaders in Hobart to complain about the last three Auckland agents

 

[vhojm]

Why would you be curious about this?
The VIP team has always been based in Hobart and then all of a sudden it was shared with Auckland.
We have had multiple issues that should have been quick fixes over the phone that all took over an hour and the staff were rude and incompetent.

 

[DC3]

Why would you be curious about this?
The VIP team has always been based in Hobart and then all of a sudden it was share with Auckland.

There’s actually a complaints process:

https://www.qantas.com/au/en/support/contact-us/complaints.html

I’m not saying that this is perfect, and is possibly far from it.

I wouldn’t have complained to the staff at Hobart about staff at another Call Centre in any case.

There are issues with all of the Call Centres, and it can be super frustrating. I say this from experience. But I understand that sometimes we are better getting things off our chest to whoever will listen I guess.

 

[vhojm]

There’s actually a complaints process:

https://www.qantas.com/au/en/support/contact-us/complaints.html

I’m not saying that this is perfect, and is possibly far from it.

I wouldn’t have complained to the staff at Hobart about staff at another Call Centre in any case.

There are issues with all of the Call Centres, and it can be super frustrating. I say this from experience. But I understand that sometimes we are better getting things off our chest to whoever will listen I guess.

That's not how it works with the VIP team. You send them an email and one of their Team Leaders will then call you back (usually within 12 hours). The Team Leaders are responsible for both Hobart and Auckland.

They have always been an exceptional team and will deal with any issue relating to the CL/P1/Lifetime Platinum's family as well. It is just a shame to see this is another "enhancement" Qantas has implemented.

 

[DC3]

That's not how it works with the VIP team. You send them an email and one of their Team Leaders will then call you back (usually within 12 hours). The Team Leaders are responsible for both Hobart and Auckland.

Ah, yes, a VIP.

I hope that mum was happy with the resolution

 

[Kemicalkiwi]

Hi everyone, I’ve run into an issue today that I haven’t encountered before and was wondering if anyone has previous experience.

I originally had a Classic Reward booking in Y: MEL–SYD–BNE–APW. Yesterday an I‑class business seat opened up on the BNE–APW leg, so I called Qantas and was able to get MEL–SYD and BNE–APW released in business - great. However, the SYD–BNE sector couldn’t be upgraded at the time.

I wanted to consider my options, so I asked the agent to “hold” the release and ended the call. Checking EF afterwards, I saw that my original SYD–BNE flight (QF554) is now fully booked in business, but there is D availability on the earlier QF550, which still meets MCT.

Fast‑forward to this morning: I’ve called several times to have QF550 released and added to the booking, assuming this would be relatively straightforward given others’ experiences with domestic connections on international reward itineraries. While I’ve been given a variety of explanations for why QF550 can’t be added, including one agent telling me the flight doesn’t even exist, what I understand to be the actual issue is that the system throws a “duplicate” error because the original SYD–BNE Classic Reward Y sector is still in the booking. The latest agent even checked with ticketing, who got the same error.

She suggested removing the original Y sector first, but acknowledged (to which I fully agree) that this carries significant risk.

Has anyone encountered something similar or have suggestions on how to proceed? Or is this simply a matter of continuing to HUACA until someone can override it?

For those following along, I ultimately managed to get the last domestic leg SYD–BNE released in J this evening. I believe the agent that managed to complete it was from Auckland but it did have to go to a team leader.

Despite the several failed attempts, all the agents I dealt with were polite and at least they were all knowledgeable enough to not attempt something that would jeopardise the original booking.