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

andye

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Very happy for you
Empathise with the feeling that you have arranged a special trip, using knowledge that takes some time to accumulate, then having your family life disrupted by spending hours on the phone.
This happened to me in December with CX who cancelled and gave us impractical replacements. Happily, all sorted in the end
Bon voyage
 

BriarFlyer

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Dec 7, 2013
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1,007
So very pleased for the happy ending @davidhes although what an ordeal to get there. :oops: Hope you all have a smooth and peaceful trip and that the other passengers are as understanding during the unsettled squawky times as when I last travelled with DIL and grand-baby.
 

11sjw

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Sep 12, 2009
Posts
1,710
EVERYONE, we officially have J seats in Brisbane to Perth, Perth to London!! Received a call from a lovely lady called Dema (she was Australian). Not sure her exact role. But she had been put on to my case from someone else (she didn’t say how or by who) and wanted to apologise for everything I’d been through. She could see very easily that it was a call centre mistake and that centre will be receiving some feedback. She has created 2 seats for us and the baby, reimbursed the extra points and taxes. It’s finally over… I can’t believe it…. My guess is my emails to Olivia worth or Stephanie Tully perhaps finally got read? But regardless, it’s officially sorted. 😁 thank you for the support, suggestions and kind words along the way.
I'm late to this but have to tell you the overwhelming feeling of relief I have for you. I so hope you enjoy this trip. Oh, congrats on the new bub too!!
 

ricco

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Mar 14, 2007
Posts
31
David, great news. Very happy for you indeed. It should never have got to this. It's a real shame that you've missed out on Qatar and their very nice Q suites. J in Qantas is still pretty good. But you know why I don't travel with Qantas. This kind of thing has happened to us as well. That involved my local federal member who I always thought was a bit of dick but he actually came through, phoned AJ and it was fixed on the spot. My wife and I hope to get to Heidelberg around the same time - October - for an extended stay but it will be with Qatar as usual. Hopefully, Vladolf Putler will have avoided vaporising Western Europe with his new "Satan" ballisitic missile ( who dreams up these stupid names for missiles). I'm sure there is a surviving Russian general whose sole job is to sit there with a dictionary and search. If this thing is anything like the operational quality of Russian weapons in the Ukraine - it will most likely just fizz a bit, then fall over, and we can have a pleasant time at the Xmas markets in beautiful Heidelberg - that's if the Germans have any gas left! All the best to you and the family David.
 

Z3phyrus

Newbie
Joined
May 15, 2022
Posts
3
Hi all,

Just wondering if anyone has had a similar experience and can help offer any advice to get my issues fixed. Here is the story:

I had confirmed and ticketed business class reward seats on Qatar airways from brisbane to Doha, Doha to London (Heathrow). A week after booking them Qantas released some J reward seats on Qantas to London that I could see online. I called up to enquire about the availability and if changing would be possible. After eventually getting through (4hrs on hold) the staff member looked into it and said that there were no J seats available. I was then disconnected and not called back (even after specifically requesting to be called back if disconnected as I’d heard the stories, and provided my mobile number). Anyways I told myself oh well, will just stay with what we have and got on with life.
A week later I was in my Qantas account and noticed that without my approvalchanges to my booking had occurred. It had been changed to a Qantas flight from brisbane to Sydney, Sydney to London. And changed from business to economy. No notice given, no email, no updated eticket. And with no refund of the lower points or taxes into my account.

Called and have had multiple people over several weeks trying to fix it and admitting that it shouldn’t have happened. Countless hours on hold each time and each time with a promise of a callback (which never occurred).
The flights I was originally on briefly appeared in my account as “under request”. They’ve now disappeared, and after getting through again, been advised the request for the flights has come back as denied with no explanation. I’m guessing because Qatar no longer has those seats available.
I have spent countless hours on the phone on hold, countless hours talking about it to call staff, all for a Qantas mistake! And now don’t have the flights and seats that I booked and paid for.

I almost don’t care which flights I’m now on, as long as it’s in J and I’m charged the correct points and taxes for what they put me on. The problem is that there is no J reward seats on any airlines around the date we are looking, 20 Oct 2022. So all the call agents just say there is nothing they can do.

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 (which reading between the lines sounds like the first lady didn’t know what she was doing and changed my flights when she was looking at availability and then hung up on me when the error had been made). She has submitted a higher level request for the original flights to be reinstated or for reward seats on a Qantas flight to be created for me. Apparently she will call me back within 24hrs with an answer… I’m not holding my breath.

Has anyone had this happen to them and been able to resolve it positively? Any tips if I don’t get a positive response in 24hrs?

We saved these points for ages to go visit my wife’s dad in England with our newborn. Haven’t seen him in years because of covid and he is too unwell to travel. Wanted to get there in as relative comfort as possible for our first time travelling internationally with a baby. The amount of time wasted and stress over this has been horrendous. Qantas really has gone downhill.

Thanks,


David
The exact same thing has happened to me. A call centre issue, which left me without my original booking. The customer care team from Fiji is truly clueless, and I’ve spent hours on the phone trying to get my booking re-instated. My series of events is as follows.

- Made a booking in April.
- E-ticket issued, and flights confirmed.
- Next day, called 131313 to change my return date.
- Change made.
- Checked a few weeks later (June) – return flight disappears.
- Next day, called 131313 to fix the issue.
- (apparently) Issue fixed.
- Checked a few days later – ALL FLIGHTS DISAPPEARED (departure and return).

- Next day, called 131313 to fix the issue.
- Told, that no flights are available.
- Called 1300659161 to fix the issue.
- Told that Help Desk will re-instate the booking and associated flight.
- Asked, if that's guaranteed. Told, no.
- Asked, if my extra-legroom seats will be refunded. Told to speak to their partner airline.
- Spoke to partner airline, and they told me to speak to Qantas.

Do you by chance have Dema’s email (was it Dema Morris)? Can you message it to me direct? I’m supposed to be flying out in 1 week, when all of this happened. I’m supposed to be accompanying my mother, who is an elderly lady that requires care during the trip.

My mothers flight was unaffected because it was booked direct with Qatar airways. My booking via Qantas FF program … was completely deleted, after having a confirmation and E-ticket issued.
 
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davidhes

Member
Joined
Jan 30, 2016
Posts
175
The exact same thing has happened to me. A call centre issue, which left me without my original booking. The customer care team from Fiji is truly clueless, and I’ve spent hours on the phone trying to get my booking re-instated. My series of events is as follows.

- Made a booking in April.
- E-ticket issued, and flights confirmed.
- Next day, called 131313 to change my return date.
- Change made.
- Checked a few weeks later (June) – return flight disappears.
- Next day, called 131313 to fix the issue.
- (apparently) Issue fixed.
- Checked a few days later – ALL FLIGHTS DISAPPEARED (departure and return).

- Next day, called 131313 to fix the issue.
- Told, that no flights are available.
- Called 1300659161 to fix the issue.
- Told that Help Desk will re-instate the booking and associated flight.
- Asked, if that's guaranteed. Told, no.
- Asked, if my extra-legroom seats will be refunded. Told to speak to their partner airline.
- Spoke to partner airline, and they told me to speak to Qantas.

Do you by chance have Dema’s email (was it Dema Morris)? Can you message it to me direct? I’m supposed to be flying out in 1 week, when all of this happened. I’m supposed to be accompanying my mother, who is an elderly lady that requires care during the trip.

My mothers flight was unaffected because it was booked direct with Qatar airways. My booking via Qantas FF program … was completely deleted, after having a confirmation and E-ticket issued.
I’m sorry to hear you’re going through a similar nightmare 😓 will send you a dm.
 

jaseb

Member
Joined
Sep 21, 2011
Posts
153
EVERYONE, we officially have J seats in Brisbane to Perth, Perth to London!! Received a call from a lovely lady called Dema (she was Australian). Not sure her exact role. But she had been put on to my case from someone else (she didn’t say how or by who) and wanted to apologise for everything I’d been through. She could see very easily that it was a call centre mistake and that centre will be receiving some feedback. She has created 2 seats for us and the baby, reimbursed the extra points and taxes. It’s finally over… I can’t believe it…. My guess is my emails to Olivia worth or Stephanie Tully perhaps finally got read? But regardless, it’s officially sorted. 😁 thank you for the support, suggestions and kind words along the way.
Having gone through something very similar over the course of this last couple of weeks I am very happy to read you've received a positive outcome. Kudos to you for persevering (not that you should have had to have done so!!!) and enjoy your family time

edit: fwiw, we had QSuite J award flights booked MXP-DOH-KUL (ticketed). phoned up to add MH KUL-MEL to the same booking.
agent in fiji added KUL-MEL leg, 2 days later, MXP-DOH-KUL had disappeared.

phoned QF. helpful onshore agent could immediately identify the mistake that had been made and said that he could request QR reinstate the seats - although in his experience he all but guaranteed QR wouldn't bother replying to the request. instead agent stayed on phone with me for almost 2hrs looking for alternative routing of which we did find and book (MXP-DOH-BKK-MEL).

@Z3phyrus i know it's not easy to swallow but given you're flying so soon it might be time to make a plan B booking (maybe even a plan C & a plan D given the curveballs that keep being thrown by QFs call centre teams...)
 
Last edited:

jpp42

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Nov 1, 2011
Posts
595
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Platinum
Virgin
Platinum
helpful onshore agent could immediately identify the mistake that had been made and said that he could request QR reinstate the seats - although in his experience he all but guaranteed QR wouldn't bother replying to the request. instead agent stayed on phone with me for almost 2hrs looking for alternative routing of which we did find and book (MXP-DOH-BKK-MEL).

And that two hours is time that agent could have been better spent helping other customers with problems that aren't of Qantas' own making. I hope someone in QF is realising how damaging some of their offshore call centres are.
 

lisemare

Junior Member
Joined
Oct 18, 2013
Posts
23
I’m sorry to hear you’re going through a similar nightmare 😓 will send you a dm.
Can you also DM myself the details as exact same thing happened to me. Tried to change LHR J to Haneda ( as JAL airlines not flying over Russia) to a J award I thought I’d found LHR to Sydney . Agent in cape town booked a non ticketed commercial flight and lost the previous award seats . I’ve been calling every 2 days to get resolved with multiple on holds and Hangups etc . And agents acknowledge was not booked correctly and waiting to hear back from oneworld to reinstate or replace j booking . Sigh
 

Z3phyrus

Newbie
Joined
May 15, 2022
Posts
3
Can you also DM myself the details as exact same thing happened to me. Tried to change LHR J to Haneda ( as JAL airlines not flying over Russia) to a J award I thought I’d found LHR to Sydney . Agent in cape town booked a non ticketed commercial flight and lost the previous award seats . I’ve been calling every 2 days to get resolved with multiple on holds and Hangups etc . And agents acknowledge was not booked correctly and waiting to hear back from oneworld to reinstate or replace j booking . Sigh

Try calling 1300 659 161.

They submitted my lost ticket for re-instatement and although the issue hasn’t been resolved yet, I can see that something is happening on my profile page with Qantas and their partner airline. The bookings have appeared again, but they’re not ‘confirmed’ yet.

Also write an email to [email protected].au

The difference between the 131313 and the 1300 number is significant.

The 131313 ladies from Fiji seemed lost, and their only solution to the problem was to issue a refund.

The 1300 lady understood the issue a little better and requested reinstatement with the help desk.

You can also try writing to [email protected] or [email protected]

I’m not sure if the aforementioned emails work, but I’ve had some traction. By the looks of things, my booking may be reinstated.
 

Z3phyrus

Newbie
Joined
May 15, 2022
Posts
3
Try calling 1300 659 161.

They submitted my lost ticket for re-instatement and although the issue hasn’t been resolved yet, I can see that something is happening on my profile page with Qantas and their partner airline. The bookings have appeared again, but they’re not ‘confirmed’ yet.

Also write an email to [email protected].au

The difference between the 131313 and the 1300 number is significant.

The 131313 ladies from Fiji seemed lost, and their only solution to the problem was to issue a refund.

The 1300 lady understood the issue a little better and requested reinstatement with the help desk.

You can also try writing to [email protected] or [email protected]

I’m not sure if the aforementioned emails work, but I’ve had some traction. By the looks of things, my booking may be reinstated.
Quick update - it’s been almost 48 hours and it looks like my flights will not be re-instated on time. Although bookings have re-appeared, the partner airline hasn’t confirmed the booking.

It looks like, I’ll have no option, except to pay in cash and request for a full refund of points, gap payments and seats paid-for.

This has been such a traumatic experience. It doesn’t help that I suffer from anxiety and have-had two panic attacks as a consequence.
 

davidhes

Member
Joined
Jan 30, 2016
Posts
175
This has been such a traumatic experience. It doesn’t help that I suffer from anxiety and have-had two panic attacks as a consequence.
I’m so sorry you’ve had to go through this hell too.. and that it doesn’t look like it’ll be resolved in time 😢 it’s truly atrocious the level of service going on atm by Qantas. Or lack there of more accurately.
 
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Gazmo

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Joined
Jun 9, 2017
Posts
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I also have had the worst service ever from the call centre. Was on the phone for 4 hrs to an operator explaining to them what they had to do to resolve connecting flights for a delayed international flight. They are clearly untrained and could not access the flight status system. In the end their supervisor told me to be more patient and stick with the original booking insisting the international flight was NOT delayed. Behold, checking for the international flight I was told there was a 9 hrs delay. Being deliberately misled by Call Centre is not a Qantas value. So I have decided to not use Qantas again and will fly Singapore or Qatar Airways and I will use a travel agent for the bookings and they can handle the ticketing issues.
 
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stm1sydney

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Mar 31, 2018
Posts
419
My guess is my emails to Olivia worth or Stephanie Tully perhaps finally got read?

Good on you for getting this sorted, but I suspect it wasn't your emails that got read (they would have gone straight to Trash), but it was the contact from AFF to Qantas that was the impetus.
 
Joined
Jan 20, 2022
Posts
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Hi all,

Just wondering if anyone has had a similar experience and can help offer any advice to get my issues fixed. Here is the story:

I had confirmed and ticketed business class reward seats on Qatar airways from brisbane to Doha, Doha to London (Heathrow). A week after booking them Qantas released some J reward seats on Qantas to London that I could see online. I called up to enquire about the availability and if changing would be possible. After eventually getting through (4hrs on hold) the staff member looked into it and said that there were no J seats available. I was then disconnected and not called back (even after specifically requesting to be called back if disconnected as I’d heard the stories, and provided my mobile number). Anyways I told myself oh well, will just stay with what we have and got on with life.
A week later I was in my Qantas account and noticed that without my approvalchanges to my booking had occurred. It had been changed to a Qantas flight from brisbane to Sydney, Sydney to London. And changed from business to economy. No notice given, no email, no updated eticket. And with no refund of the lower points or taxes into my account.

Called and have had multiple people over several weeks trying to fix it and admitting that it shouldn’t have happened. Countless hours on hold each time and each time with a promise of a callback (which never occurred).
The flights I was originally on briefly appeared in my account as “under request”. They’ve now disappeared, and after getting through again, been advised the request for the flights has come back as denied with no explanation. I’m guessing because Qatar no longer has those seats available.
I have spent countless hours on the phone on hold, countless hours talking about it to call staff, all for a Qantas mistake! And now don’t have the flights and seats that I booked and paid for.

I almost don’t care which flights I’m now on, as long as it’s in J and I’m charged the correct points and taxes for what they put me on. The problem is that there is no J reward seats on any airlines around the date we are looking, 20 Oct 2022. So all the call agents just say there is nothing they can do.

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 (which reading between the lines sounds like the first lady didn’t know what she was doing and changed my flights when she was looking at availability and then hung up on me when the error had been made). She has submitted a higher level request for the original flights to be reinstated or for reward seats on a Qantas flight to be created for me. Apparently she will call me back within 24hrs with an answer… I’m not holding my breath.

Has anyone had this happen to them and been able to resolve it positively? Any tips if I don’t get a positive response in 24hrs?

We saved these points for ages to go visit my wife’s dad in England with our newborn. Haven’t seen him in years because of covid and he is too unwell to travel. Wanted to get there in as relative comfort as possible for our first time travelling internationally with a baby. The amount of time wasted and stress over this has been horrendous. Qantas really has gone downhill.

Thanks,


David
Hi David, I am sorry that happened to you!
Lufthansa did something similar on my recent trip to see family in Germany on a fully paid Business Class ticket. They emailed me around 6 weeks before my departure from Australia that I need to contact them due to a scheduling change with my return flight. When I called them they said that they have to change me to go from DUS via MUC (instead of FRA) to SIN and then on to SYD - I really don't care which port I am transitting through in Germany, so confirmed I was happy with that.
When I checked in for my outbound flight I thought I'd also see if I can select the seats for my return flight. The first thing I thought was weird was that i was booked on a LH A380 FRA to SIN and not SQ from MUC as agreed 6 weeks earlier. Then I noticed in the seat selection that it was all 'lower deck'. So not only didn't they change the transit port back to FRA, they also downgraded me from Business to Economy. When I called them they were very apologetic but couldn't change me back to business class on the return date as there was no availabilty anymore on any flights, so all they could offer was a different departure date and after some negotiation I only departed a day earlier that originally planned.
I was told there is nothing they could do, but suggested I should call every now and then in the lead up to the return flight to see if the orginal departure date becomes available (I called them twice during my stay and it didn't).
Nothing compared to your case of course. I was lucky that I picked up the error when I did and had some sort of flexibilty. But from a customer service perspective it is irritating that customers don't get the service at the level they are booking.
I hope your case gets resolved in some way - save travels and enjoy the time with your family.
A.
 
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