What is Qantas so keen to speak to my daughter?

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sinophile888

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My adult daughter is booked to fly from Perth to Melbourne in a few weeks. She is currently on a cruise with limited mobile coverage (and not much credit either).

She got a call from C…….e at Qantas on Wednesday so my daughter asked me to follow it up. I finally got through and asked the operator what issue was. The operator asked if she had an upcoming flight and investigated the flight. It all appeared to be OK. The flight is still operating and nothing appears to be out of place. Just to be sure, I changed her seat and it was no hassles.

On Friday, A…. at the Qantas Premium desk rang and asked my daughter to call 131313 urgently. My daughter sent me an sms so I rang Qantas again. The operator refused to put me through to A……. at the Premium desk but took my number and said she would pass the number to A….. But no call back yesterday.

This morning Qantas again rang my daughter and again asked her to ring Qantas urgently. I am currently on hold and wonder how I will go today. I am quite at a loss to work out what the issue may be.

Any suggestions?
 
My adult daughter is booked to fly from Perth to Melbourne in a few weeks. She is currently on a cruise with limited mobile coverage (and not much credit either).

She got a call from C…….e at Qantas on Wednesday so my daughter asked me to follow it up. I finally got through and asked the operator what issue was. The operator asked if she had an upcoming flight and investigated the flight. It all appeared to be OK. The flight is still operating and nothing appears to be out of place. Just to be sure, I changed her seat and it was no hassles.

On Friday, A…. at the Qantas Premium desk rang and asked my daughter to call 131313 urgently. My daughter sent me an sms so I rang Qantas again. The operator refused to put me through to A……. at the Premium desk but took my number and said she would pass the number to A….. But no call back yesterday.

This morning Qantas again rang my daughter and again asked her to ring Qantas urgently. I am currently on hold and wonder how I will go today. I am quite at a loss to work out what the issue may be.

Any suggestions?

Does she have a frequent flyer account?. If so go into her account - you will need her FF number last name and pin, and check her flight details and see if anything is untoward. Also get her (or you can) check her emails and see if QF has sent her an e-ticket. A booking is nothing without a e-ticket.

In the end she/you need to speak with agent......

Dont really need to speak with A...... or C....... or X....... Anyone there will do. They leave notes in the account for each other to read.
 
Does she have a frequent flyer account?. If so go into her account - you will need her FF number last name and pin, and check her flight details and see if anything is untoward. Also get her (or you can) check her emails and see if QF has sent her an e-ticket. A booking is nothing without a e-ticket.

In the end she/you need to speak with agent......

Dont really need to speak with A...... or C....... or X....... Anyone there will do. They leave notes in the account for each other to read.
Thanks for your reply, Quickstatus.
I have given both the operators with whom I have spoken her FF number and the booking reference. Yesterday's operator said the calls must be a mistake. But three calls doesn't sound like its a mistake.
 
Has someone been trying to hack into her account would be my first thought?
 
Quickstatus, I didn't think of it being a scam. Scammers would be very unrewarded as she doesn't have enough points to even buy anything in the Qantas shop.

JohnK, it certainly makes sense that maybe someone has tried to hack into her FF account. My husband lost 50000+ points recently, and had his mobile number changed in his profile. Luckily his email address was unchanged so Qantas were able to contact him. He changed his password and I moved all his points to my account "for safe keeping". Now I have spent most of our points on 2 J redemptions.
 
I finally got on to Qantas after waiting 90 minutes and was actually answered by a gentleman at the Premium desk. He thought it was odd that the Premium desk would call a lowly Bronze member. There are no notes about anything in her file, not even from the two operators I spoke to during the week. Curiouser and curiouser.

He advised to be very careful about giving out personal details, which she most definitely would be.

Thanks to the members who have given such good advice.
 
Is the booking ticketed? That's the key.

A colleague got several calls from QF the other day at work - there had been a problem with payment and they were trying to get it ticketed.

A booking will exist on the QF site even though not ticketed (and you won't be able to fly on it). I have been able to select seats on unticketed bookings on the QF site.
 
Quickstatus, I didn't think of it being a scam. Scammers would be very unrewarded as she doesn't have enough points to even buy anything in the Qantas shop.

JohnK, it certainly makes sense that maybe someone has tried to hack into her FF account. My husband lost 50000+ points recently, and had his mobile number changed in his profile. Luckily his email address was unchanged so Qantas were able to contact him. He changed his password and I moved all his points to my account "for safe keeping". Now I have spent most of our points on 2 J redemptions.


Scammers or hackers - same. Once they have your details they will just wait for the points to accumulate then presto it disappears. People don't change PIN numbers regularly. Now the scammers/hackers have your daughters phone number. What else do they have???. You already said your husbands FF points had been stolen. Maybe it's time to reconsider your ID security.
 
Is the booking ticketed? That's the key.

A colleague got several calls from QF the other day at work - there had been a problem with payment and they were trying to get it ticketed.

A booking will exist on the QF site even though not ticketed (and you won't be able to fly on it). I have been able to select seats on unticketed bookings on the QF site.

MEL_T: do you think QF would ever cancel a booking if they could not contact the passenger to resolve a ticketing issue?.
 
MEL_T: do you think QF would ever cancel a booking if they could not contact the passenger to resolve a ticketing issue?.

I have no idea when it comes to QF! I suppose at some point they would cancel the booking, but I dunno when. Probably depend on several factors - how full the flight was, whether it was because of a stolen card, how the payment error occurred (airline or passenger error).

My experience with cancelled reservations is usually to do with awards... if airlines don't get payment from the partner airline then they can (and do) cancel the reservation... even though it still shows up on line and the passenger may be none the wiser. That's why ticket numbers are key (and within 72 hours).

I had a 'cancelled' booking with BA many years ago due to a card I subsequently reported lost. Everything looked normal until they called the police on me at the check-in desk :shock:. (Quick explanation to the police that the card had been reported lost and I was actually the passenger on the booking and all was fine. From what I can gather BA had to reinstate the ticket somehow. But I got an upgrade by way of apology :))
 
My daughter received two more calls once she got back to Perth. The first call was immediately followed by an sms messages asking her to ring Qantas urgently. She was at work for this call so I rang Qantas on her behalf. Still the same answer; no reason for anyone to be ringing her, nothing wrong with her booking and nothing on file for any of the 5 calls. A gentleman on the Qantas Premium desk said he had never heard of passengers being contacted by sms as my daughter was .

Finally, Qantas rang and she was able to answer the call for the first time. Apparently the Poli??? pay didn't go through properly so they said she hadn't paid for her flight. Strange as she paid on (my) AMEX card and the date, time and amount on my AMEX bill are exactly the same as her Qantas printout shows.

So that is an end to the mystery, thank heavens.
 
My daughter received two more calls once she got back to Perth. The first call was immediately followed by an sms messages asking her to ring Qantas urgently. She was at work for this call so I rang Qantas on her behalf. Still the same answer; no reason for anyone to be ringing her, nothing wrong with her booking and nothing on file for any of the 5 calls. A gentleman on the Qantas Premium desk said he had never heard of passengers being contacted by sms as my daughter was .

Finally, Qantas rang and she was able to answer the call for the first time. Apparently the Poli??? pay didn't go through properly so they said she hadn't paid for her flight. Strange as she paid on (my) AMEX card and the date, time and amount on my AMEX bill are exactly the same as her Qantas printout shows.

So that is an end to the mystery, thank heavens.

Good to have it resolved. As I suspected - problem with payment. Well... supposed problem with payment!
 
I have no idea what Poli is, or even the correct spelling.

Poli is a method of payment offered which is a direct bank transfer from you to them; doesn't incur a fee. You access your bank from within their site, which is a bit of a worry, but I guess its secure. The issue here is that the ticket was paid by cc, whereas the 'issue' raised was with Poli. As medhead said, a bit alarming.
 
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Poli? Why that?

If paid by CC then Poli should not come into it.
This is intriguing. I suspect someone at Qantas is after a pin to the account? But they are going to a lot of hassle to try and get that pin.
 
My daughter received two more calls once she got back to Perth. The first call was immediately followed by an sms messages asking her to ring Qantas urgently. She was at work for this call so I rang Qantas on her behalf. Still the same answer; no reason for anyone to be ringing her, nothing wrong with her booking and nothing on file for any of the 5 calls. A gentleman on the Qantas Premium desk said he had never heard of passengers being contacted by sms as my daughter was .

Finally, Qantas rang and she was able to answer the call for the first time. Apparently the Poli??? pay didn't go through properly so they said she hadn't paid for her flight. Strange as she paid on (my) AMEX card and the date, time and amount on my AMEX bill are exactly the same as her Qantas printout shows.

So that is an end to the mystery, thank heavens.

So what exactly did your daughter tell 'Qantas' re Poli? I hope she didn't give out any bank account details. I know a lot of people are hesitant to pay via Poli as it's a third party and not as secure as bpay which is done directly via your bank and as AFAIK the bank will not cover you against any fraud involving Poli transactions.

Did your daughter try to pay by Poli before she paid with your Amex card? Has she ever paid for something else on Poli? It's possible that a company who she's purchased from before may have had their database compromised and therefore has access to some of your daughters details. Has she ever logged into her QF ff account from a public computer?

If she already had a valid eticket paid by Amex why would reservations not see that and still be chasing her for a Poli payment?

This scenario sounds suspect to me. If QF res had been trying to call your daughter they would have put comments in her booking for the benefit of the next CSR that spoke to her saying why they'd been trying to call her. Did the people allegedly claiming to be QF provide a pnr reference, flight number or date of travel at all that specifically related to her next booking or was it all very generic?

Don't mean to alarm you but something seems a bit shady here.
 
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