Rewards seats changed from QR to QF without approval and from J to Y

[VPS]

If you want to get a journalist involved this guy is asking for issues. This is a new Facebook page that has sprung up in the last couple of months and some of the people commenting were never match fit when it comes to flying

 

[TomVexille]

What an absolute s show. The absolute bare minimum that should have happened was an immediate release of J seats on their own metal.

 

[davidhes]

If you want to get a journalist involved this guy is asking for issues. This is a new Facebook page that has sprung up in the last couple of months and some of the people commenting were never match fit when it comes to flying

View attachment 275698

Cheers. Will join the group and have a look.

What an absolute s show. The absolute bare minimum that should have happened was an immediate release of J seats on their own metal.

Yep…

 

[HSB44]

Wow this is incredible.
If you can't resolve it, go on current affair, with Clive p

 

[davidhes]

Well just got an early morning wake up call from the Qantas manager I’d been esacalated to previously. She called to say she hadn’t received a response from Qatar yet to her request to reinstate the flights and that there wasn’t anything else she could do right now. She said she’s spoken to the one world rep and asked why there hasn’t been a response yet. She advised she will call back later in the week when she has one. Incredibly frustrating that still nothing has changed but this is the first time I’ve ever actually received a callback, albeit several days after she promised, but at least she did eventually call. Just continuing to sit here and twiddle my thumbs with my no flights until she calls back… haven’t received a response from my email to Stephanie unfortunately.

 

[Mwenenzi]

If QF aircraft fly from your departure airport to your destination airport Qantas can open seats on those flights.
Submitted claim to ACA to get in writing?
Recording phone calls?
Writing a file note immediately after phone calls? To get in writing, as a formal record, send to Qantas Frequent Flyer <[email protected]>
The email format for named QF employees is a commonly used format.
Go harder with this. No need to wait for inaction

 

[davidhes]

If QF aircraft fly from your departure airport to your destination airport Qantas can open seats on those flights.
Submitted claim to ACA to get in writing?
Recording phone calls?
Writing a file note immediately after phone calls? To get in writing, as a formal record, send to Qantas Frequent Flyer <[email protected]>
The email format for named QF employees is a commonly used format.
Go harder with this. No need to wait for inaction

Thanks for your suggestions. QF don’t fly direct to London from brisbane, so will always have to go via at least one other port.
Have submitted a claim to ACA. No reply yet.
Yeh I should start recording these phone calls you’re right. I was relying on the fact Qantas say their calls are recorded and I have all the times the calls occurred at.
I’ll try emailing that FF address as well cheers.

 

[Vic]

Thanks for your suggestions. QF don’t fly direct to London from brisbane, so will always have to go via at least one other port.
Have submitted a claim to ACA. No reply yet.
Yeh I should start recording these phone calls you’re right. I was relying on the fact Qantas say their calls are recorded and I have all the times the calls occurred at.
I’ll try emailing that FF address as well cheers.

There is a subtle difference between direct and non-stop.
Qantas do fly their own aircraft from London to Brisbane, even if you need to change planes.
Qantas do have control over the seats on their own planes.

Be very careful about recording phonecalls without permission from the other person.

 

[davidhes]

There is a subtle difference between direct and non-stop.
Qantas do fly their own aircraft from London to Brisbane, even if you need to change planes.
Qantas do have control over the seats on their own planes.

Be very careful about recording phonecalls without permission from the other person.

Yep sorry I thought the user was meaning non stop by saying direct. I agree they have control of their seats across their planes.

Yep good point on the privacy issues.

 

[Vic]

Yep sorry I thought the user was meaning non stop by saying direct. I agree they have control of their seats across their planes.

Yep good point on the privacy issues.

I should've said there seems to be a fundamental problem with Qantas not understanding that they caused the problem. Many have already covered this point...

 

[MrJetset]

Well just got an early morning wake up call from the Qantas manager I’d been esacalated to previously. She called to say she hadn’t received a response from Qatar yet to her request to reinstate the flights and that there wasn’t anything else she could do right now. She said she’s spoken to the one world rep and asked why there hasn’t been a response yet. She advised she will call back later in the week when she has one. Incredibly frustrating that still nothing has changed but this is the first time I’ve ever actually received a callback, albeit several days after she promised, but at least she did eventually call. Just continuing to sit here and twiddle my thumbs with my no flights until she calls back… haven’t received a response from my email to Stephanie unfortunately.

It's Eid so I imagine the QR team rev management team they need to action this might be away.

If I were you I would:

1) Call back the manager;
2) Demand that QF open up award seats BNE-SYD-LHR from revenue classes until a response from QR is received (if ever);
3) If QR comes through then they seat your flights around.

I believe QFF will fix this because it is there mistake. Whether QR offer you the seat is another story. I had a similar issue with AA not ticketing EY F tickets in time (more than once) and although they say they will talk to their liaison, the liaison is under no obligation to help. We lost the seats, booked new dates, however the original dates reappeared later so we changed back.

The advice of setting a 30 min deadline will not yield a result in your favour, IMHO. By the time a media outlet responds, this will likely be resolved. I would suggest keep your documentation and notes, but save yourself the stress of reiterating all of this from scratch.

QF rev management should be able to open those seats on the same business day if a manager requests it. They don't need to issue tickets on their own metal immediately so they don't need to deduct the points our taxes.

You may also find QR offer U class shortly before departure so I would setup EF alerts and jump on those as a last resort!

Good luck.

 

[Mwenenzi]

It's Eid so I imagine the QR team rev management team they need to action this might be away. If I were you I would:
1) Call back the manager;
2) Demand that QF open up award seats BNE-SYD-LHR from revenue classes until a response from QR is received (if ever);
3) If QR comes through then they seat your flights around.

To me little to do with Qatar QR. Not QR's problem to fix. Qantas QF cancelled the flight (in error). Qatar will see the QF action as a valid cancellation, like any other cancellation.

Finally got escalated to a lady who is apparently some kind of manager today. She was understanding and could see the mistake that Qantas had made

 

[MrJetset]

To me little to do with Qatar QR. Not QR's problem to fix. Qantas QF cancelled the flight (in error). Qatar will see the QF action as a valid cancellation, like any other cancellation.

I thought the OP wanted the original QR seats because QF J was unable to be secured?
If they want QR seats, then QF will need QR to reinstate the ticket which they are under no obligation to do.

QF will not pay for a revenue fare to fix the mistake. They would rather, and can, make QF revenue seats available in U class on their own metal.

 

[davidhes]

I thought the OP wanted the original QR seats because QF J was unable to be secured?
If they want QR seats, then QF will need QR to reinstate the ticket which they are under no obligation to do.

QF will not pay for a revenue fare to fix the mistake. They would rather, and can, make QF revenue seats available in U class on their own metal.

The request for QF seats to be created as a resolution for the Qantas mistake in changing the flights, was denied. And that was from the manager putting the request in. She submitted a 2 pronged approach to her superiors (or whoever these request go to). First was for QF an award seats to be created for us and the second was to simultaneously ask for QR to reinstate the seats due to the Qantas mistake. The request for QF seats came back denied about 48hrs later. The request for QR seats is still sitting as pending.

 

[MrJetset]

The request for QF seats to be created as a resolution for the Qantas mistake in changing the flights, was denied. And that was from the manager putting the request in. She submitted a 2 pronged approach to her superiors (or whoever these request go to). First was for QF an award seats to be created for us and the second was to simultaneously ask for QR to reinstate the seats due to the Qantas mistake. The request for QF seats came back denied about 48hrs later. The request for QR seats is still sitting as pending.

This sounds like a standard WP or higher request to revenue management to release awards rather than someone getting revenue fares converted to awards because of a serious ticketing mistake?

You need to find a decision maker, not just a call centre supervisor, I'm afraid.

 

[davidhes]

This sounds like a standard WP or higher request to revenue management to release awards rather than someone getting revenue fares converted to awards because of a serious ticketing mistake?

You need to find a decision maker, not just a call centre supervisor, I'm afraid.

I hear you and agree. But how the heck can you do that? Even getting on to this call centre supervisor is almost impossible. You’ve got to spend hours on hold to then speak to the first level, spend an hour explaining to them and making them review the notes on your account, and then hope they’ll at least agree to put you through to a supervisor. Which then usually involves a hold of another hour to get through to them. And then I need to somehow convince one of them to put me through to a higher level manager? Whilst there is already a call centre supervisor working on my account? Almost no chance I can get someone to put me through any higher. Maybe if you’re platinum. But definitely not as a silver.

I even wrote to that Perth reporter writing a story and he is keen to talk but has yet to interview me. I’ve submitted to the ACA (no response yet). Submitted a complaint on Qantas website (no response yet). Commented on their Facebook and Twitter (no response yet). Dmed and messaged them (no response yet). And emailed Stephanie Tully (no response yet).

Honestly I’m not sure what more I can do? Other than try going to my local member which is Peter Dutton (can’t imagine he will talk to me at this stage of the election, few bigger fish to fry).

 

[MrJetset]

Did you email Stephanie Tully?

 

[jpp42]

Other than try going to my local member which is Peter Dutton (can’t imagine he will talk to me at this stage of the election, few bigger fish to fry).

If you put in a complaint to your MP's office, it will go to a group of staff who are focused on constituent services, it doesn't really require the MP themselves to be available to help. However they are more focused on getting help from government departments, not private companies.

 

[davidhes]

Did you email Stephanie Tully?

Sorry should have also mentioned that. Yes I’ve emailed her. No response.

 

[Princess Fiona]

@davidhes did you get an email with e-tickets etc from the original Award booking on QR ?