Why does Qantas lie?

[The man with no name]

On a recent self funded MEL - BNE flight I encountered a problem at self check in and the Qantas service desk told me I’d been downgraded from J to Y because of a technical problem with my seat.

When I pointed out that it was only a recliner and I’d accept it as is I was referred to different desk.

It took a few minutes in a queue to see the service agent but when I explained that I’d been downgraded (but not the reason why) they looked on their computer and made a brief call and explained to me that a Qantas captain was supposed to take that seat but his flight that his future flight had now been canceled.

Luckily for me I was able to take the J flight but the bare faced lie I was given by the original agent left me with a sour taste in my mouth.

Needing the seat for operational reasons is completely reasonable but Qantas continues to trash its reputation by lying to its customers.

 

[Quickstatus]

and explained to me that a Qantas captain was supposed to take that seat but his flight that his future flight had now been canceled.

Who knows if even that is true....

 

[ChrisMars]

Anyone: Is true that a malfunctioning J seat (recliner or flat) can't be used by a pax, but can be used by staff?

OP: Did you get the same seat number?

 

[Quickstatus]

Im not staff and I've had to use a malfunctioning seat before (would not go into flat position)

 

[Saab34]

Front liners get abused often so sometimes telling ‘stories’ makes it somewhat less problematic.

Telling passengers we are cancelling your flight, destroying your holiday, costing you hundreds or thousands, because of our Management or HQ’s or someone on our payrolls incompetence, never goes down well.

 

[Beer_budget]

I also wouldn't discount the possibility that all a desk agent can see is that the seat is blocked. Front line staff in all industries get treated like mushrooms, but customers can be real brats if you don't give them a reason, so just telling them the most common/likely one is pretty normal.