When to ring Qantas?

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Over the years, I've seen a few posts where ringing Qantas has helped. I thought it might be useful for us to share our experiences of when calling Qantas made a significant difference to the options available to us online.

Reason I thought of this is that as a Gold, award seat availability is not what it once used to be when I was Platinum. So I was wondering, will calling make any difference, or will the operator just be seeing what I see online (not much at all)?

Just wanted to hear others experiences of when a phone call was the difference between an unsatisfactory outcome, and a good outcome.
 

harvyk

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Last year when I booked a JASA CBR-SYD-HKG... Saw the one I wanted for 60K but waited to book until the monday where the points had gone up to 72K (outside my range at the time). Called up QF, took 3 attempts to find someone who was willing to learn what a JASA was the first 2 simply said no such thing exists, go away, the third one said "I've never heard of such things, but I'll check for you". She put in a call on my half to someone else in QF and was able to find the flights I wanted for 60K (the original points cost).

Had I simply said "well that was a nice dream" I'd have missed out on my one and only JASA.
 
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Red Roo

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Reason I thought of this is that as a Gold, award seat availability is not what it once used to be when I was Platinum. So I was wondering, will calling make any difference, or will the operator just be seeing what I see online (not much at all)?

In terms of seating, our phone consultants access the same available seats as you're seeing online. If your Frequent Flyer number is in your booking, the system is automated to serve the relevant options.

However should you have extenuating circumstances for us to consider (split seating, unforeseen health issues, schedule changes, etc..), please don't hesitate to call and we'll do our best to accommodate your request.
 

polardabar

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I don't know if this helps, but I made a booking last November and chose my seats. One of the flights was changed last month and I was left without my seat and with way less options to choose from than back in November. I rang QF up to explain the situation and, even though I'm only Silver, they looked into it and placed me in the seat I was aiming for (and not shown online).
 
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I never phone if I can possibly help it, as I hate phones - I would rather have an inferior outcome than pick up that instrument of torture. However at the beginning of the year Master FM and girlfriend were taking a last minute trip to SFO. being impoverished they had booked separately using different credit cards. I was helping them with seat selections and offered to pay for exit row seats if they existed. I think we were right on the edge of the 24 hours before the flight. Anyway there were two exit row seats, so I went into Master FM's booking and selected and paid for it and then attempted to do the same for the girl friend. however the system no longer allowed me to select the seat for her, even though it was still vacant. had a bit of a panic over this, as it looked like I had managed to separate them for the flight! Phoned up the platinum line and not only did they manage to get the exit row sorted out, they also linked the bookings, so there wouldn't be any problems with seating in the LAX-SFO legs. I think the two of them were silver, but they were quite happy to sort it out for me. Master FM needless to say now has great respect for the platinum line....
 
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Thanks guys, that sort of stuff is really helpful to know! I too hate using the phone (too much time spent on the phone at work as it is), so I want to know that when I do, it will be worthwhile!
 

Captain Halliday

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As Flying Mermaid points out it is certainly worth a call to link bookings if you want to be seated together. But your success on the phone tends to be broadly in line with your status. The variables are how nice you are an the mood/knowledge/experience of the call taker. Bottom line... is what you want to achieve worth 30 cents and a little bit of your time?
 
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