theevilmuppet
Member
- Joined
- Jan 11, 2015
- Posts
- 320
This story begins back in April, when I used a smattering of my QFF points balance to book a SYD-MEL flight for my mother in J to complete the return leg of her visit to the US.
To her horror, the particular flight underwent an equipment change (A330 to B737), obliterating the number (and quality) of seats in the Business Class cabin and relegating her to the unending suffering that is Economy (her words, not mine) for an entire 1 hour and 25 minutes!
Upon this horrific tale being relayed to me from the Qantas Business Lounge at Kingsford-Smith, my dear mother reminded me of the importance of clawing back the points difference given the terrible cost she had endured to her dignity. As I am absolutely terrified of my mother whilst she is in the midst of bracing herself for a journey in the middle seat on a narrowbody plane, I of course immediately commenced my pleadings to the frontline staff at Qantas.
And that's where things started badly, became worse and continue to descend into a farce.
On the day of the trip (in late May), I dispatched a missive to Qantas requesting that the point difference be credited to my account. This in-and-of-itself is an impost and should not be required given Qantas have all the information on-hand required to make this right without any external prompting, but I digress.
I received a response 2 days later indicating that the point difference would be deposited within 10 business days. As I'm sure is of no surprise to anyone continuing to read this attempt at a humourous retelling of this woeful saga, this did not happen.
Upon following up, I was told that my concerns would be "escalated" to the Qantas Frequent Flyer team - at this point at least one of the two staffers involved had displayed egregious indifference or apathetic ineptitude in their handling of an incredibly basic enquiry, but my absolutely minimal expectations were still clearly in excess of Qantas's capabilities.
Multiple follow up attempts have since occurred, with responses including:
To her horror, the particular flight underwent an equipment change (A330 to B737), obliterating the number (and quality) of seats in the Business Class cabin and relegating her to the unending suffering that is Economy (her words, not mine) for an entire 1 hour and 25 minutes!
Upon this horrific tale being relayed to me from the Qantas Business Lounge at Kingsford-Smith, my dear mother reminded me of the importance of clawing back the points difference given the terrible cost she had endured to her dignity. As I am absolutely terrified of my mother whilst she is in the midst of bracing herself for a journey in the middle seat on a narrowbody plane, I of course immediately commenced my pleadings to the frontline staff at Qantas.
And that's where things started badly, became worse and continue to descend into a farce.
On the day of the trip (in late May), I dispatched a missive to Qantas requesting that the point difference be credited to my account. This in-and-of-itself is an impost and should not be required given Qantas have all the information on-hand required to make this right without any external prompting, but I digress.
I received a response 2 days later indicating that the point difference would be deposited within 10 business days. As I'm sure is of no surprise to anyone continuing to read this attempt at a humourous retelling of this woeful saga, this did not happen.
Upon following up, I was told that my concerns would be "escalated" to the Qantas Frequent Flyer team - at this point at least one of the two staffers involved had displayed egregious indifference or apathetic ineptitude in their handling of an incredibly basic enquiry, but my absolutely minimal expectations were still clearly in excess of Qantas's capabilities.
Multiple follow up attempts have since occurred, with responses including:
- "We don't see an issue here" - whilst referencing a PNR that I had neither flown nor booked
- "Please call us" - directly contradicting earlier statements
- "Please have your mother sign something indicating that you're allowed to look at this" - once again featuring an incorrect PNR and contradicting all earlier statements
