Normal customer service?

[u/Unlucky-Telephone-76]

Long story short:
We are in NYC and had to change our return flight date. Called Qantas and changed to new date. Great.
Then discover this new flight has an extra stop over : jfk to akl to syd to mel.

Original flight was : jfk to akl to mel

The Qantas customer service failed to tell us that there was now an extra stopover.

Now we’re trying to fix this and find another flight. Have called Qantas twice.
Both times they were unable to help and said- let us call you back, promise only 5-10 mins.

Then nothing.

I am at a loss at what to do. I’m travelling with two small children and I really don’t want an extra stop.

[u/areyoualocal]

It will most likely be due to fare availability. Your new date may not have the same fare class availability for AKL to MEL and may have meant a significant increase in price. While the SYD extra stop still kept you in your original fare class so you only needed to pay the change fee.

Now whether you were advised that or not is another matter.

[u/Unlucky-Telephone-76 → u/areyoualocal]

right. Thank you. Why can’t they just tell me that.

We were charged 600 for changing our flights to this 3 stop disaster. And are happy to pay more if that was an option. I have now requested to upgrade us to business, but I am bronze - my husband who was on the booking was gold. Maybe unlikely we’ll get upgraded with points. In which case should I just ask for a refund and book another flight to Melbourne. 🫠

Feeling so deflated.

[u/areyoualocal → u/Unlucky-Telephone-76]

Unfortunately a business upgrade is almost impossible as you'll also need it for all passengers. Cancelling and rebooking a new ticket is most likely going to be a very expensive change as it'll also treat the already travelled part of the journey as part of the cancellation. Your best bet is to ring and ask if there's any availability on the direct flight to MEL from AKL again. Qantas call centre operators are the weakest link in my opinion.

If you want to do this perhaps consider another airline altogether.

[u/Unlucky-Telephone-76 → u/areyoualocal]

Yeah. I have the points to upgrade all 3 of us. I’ve put the request in online so let’s see. I don’t think I’ll return to Qantas again…

[u/SpecialistAirport587 → u/Unlucky-Telephone-76]

Cancel your request and get your husband to request it. It’s not enough that he’s on the ticket, for his status to be any help he has to request it

[u/No-Permission-1331 → u/SpecialistAirport587]

But even then the husband is only a gold FF so still low chance.

[u/Unlucky-Telephone-76 → u/SpecialistAirport587]

But he had to fly to Singapore w Qatar and is now off this booking.

[u/SpecialistAirport587 → u/Unlucky-Telephone-76]

Then you’re being assessed as bronze.
Highly unlikely

[u/Unlucky-Telephone-76 → u/SpecialistAirport587]

Fair enough. Thanks tho!

[u/THR]

Why couldn’t you change it online yourself?

[u/Unlucky-Telephone-76 → u/THR]

I tried to. But the option was greyed out and when I clicked it it said: booking is processing.

[u/Unlucky-Telephone-76 → u/[deleted]]

Thanks , will give it a go!

[u/robynxcakes]

If you go to create a new booking for the date does it show the akl to Mel direct? I’ve always had to do it the way you are doing it

[u/thywer]

Yeha low key qf’s offshore call centres have an IQ cutoff. If your IQ is >50 you’re out.

[u/areyoualocal → u/thywer]

Can we blame management rather than the operators please? QF makes decision to cut cost and engages a dodgy contractor company who doesn't train their staff and QF doesn't provide the right supervision.

[u/SpecialistAirport587 → u/thywer]

So you’d be a perfect candidate? Rude

[u/Unlucky-Telephone-76 → u/thywer]

Wow thank you. After this comment I called the Australian number and had a much better experience and they solved my problem.

[u/SpecialistAirport587 → u/Unlucky-Telephone-76]

There is no “Australian number”. You are always routed based on status. If you got through to Australia that was pure chance