No the service wasn't just bad, it was so terrible that I hanged up on the person I talked to.
Background: I booked a HKG-MEL-HKG ticket online. HKG-MEL was in Y+ and return was Y.
As I have a change of schedule I need to change the date of travel so I made the changes online. Making flight changes online with QF is easy (and possible, unlike CX in most cases or MH in all cases). I made the change, paid the change fee and was happy with it. I then tried to upgrade my flight from Y+ to J online and found out that I was downgraded from Y+ to Y. Thinking that it was a glitch in the system, I called QF premium desk to clarify. To my horror, I was actually downgraded as HKG-MEL flights cease to have Y+ from 9 May. My original flight was on 5 May and I changed it to 19 May.
After discussing with the consultant I opted to change my flights to HKG-SYD-MEL. As I remember from the earlier changes online that it was an option that will cost me the same or less in change fees, I was fine (not 100% happy but not much I can do as there is no Y+ cabin for the HKG-MEL flight) until I was told there is another HKD2,000+ fees to pay as the Y+ fare I was booked on is not available. I was surprised as it wasn't the case when I was presented with the option online earlier. I was not happy to pay the extra so I told the consultant to just reverse the changes and put me back to the exact position I was in before I made any changes. She said she can't refund the HK$1,000 change fee as it is a non-refundable item. I then asked to talk to the supervisor.
The supervisor reminded me of a Tiger Air experience I had a few years ago. She would not let me talk and just kept on talking over me and was rude in her tone. She refused to refund the change fee of HK$1,000 saying that I "willingly made the changes and paid the fee and it was a non-refundable fee". My argument was simple - I was not made aware of the downgrade. I end up telling her that I do not want to talk to her and hanged up.
I have been a WP for over 7 years and it is the first time ever that I am contemplating changing to another carrier's frequent flyer program.
Background: I booked a HKG-MEL-HKG ticket online. HKG-MEL was in Y+ and return was Y.
As I have a change of schedule I need to change the date of travel so I made the changes online. Making flight changes online with QF is easy (and possible, unlike CX in most cases or MH in all cases). I made the change, paid the change fee and was happy with it. I then tried to upgrade my flight from Y+ to J online and found out that I was downgraded from Y+ to Y. Thinking that it was a glitch in the system, I called QF premium desk to clarify. To my horror, I was actually downgraded as HKG-MEL flights cease to have Y+ from 9 May. My original flight was on 5 May and I changed it to 19 May.
After discussing with the consultant I opted to change my flights to HKG-SYD-MEL. As I remember from the earlier changes online that it was an option that will cost me the same or less in change fees, I was fine (not 100% happy but not much I can do as there is no Y+ cabin for the HKG-MEL flight) until I was told there is another HKD2,000+ fees to pay as the Y+ fare I was booked on is not available. I was surprised as it wasn't the case when I was presented with the option online earlier. I was not happy to pay the extra so I told the consultant to just reverse the changes and put me back to the exact position I was in before I made any changes. She said she can't refund the HK$1,000 change fee as it is a non-refundable item. I then asked to talk to the supervisor.
The supervisor reminded me of a Tiger Air experience I had a few years ago. She would not let me talk and just kept on talking over me and was rude in her tone. She refused to refund the change fee of HK$1,000 saying that I "willingly made the changes and paid the fee and it was a non-refundable fee". My argument was simple - I was not made aware of the downgrade. I end up telling her that I do not want to talk to her and hanged up.
I have been a WP for over 7 years and it is the first time ever that I am contemplating changing to another carrier's frequent flyer program.
