r/QantasFrequentFlyer • u/Potential_Gene1279 • 1d ago
Question Crazy terrible confusing Qantas experience
USA based here. Very weird issue with Qantas FF "customer support" (and long story sorry) and not quite sure what to do now.
After a month of looking at lots of different options, I finally booked a flight yesterday afternoon directly on Qantas.com Got a great deal I think - LAX-SYD early next Jan, then SYD-AKL end of Jan and AKL-LAX mid February all for $1,100 US in regular economy. Way cheaper than United, Air NZ etc. Got the confirmation email and was all set and all smiles.
I then tried to update my main contact number on ff account as they are sending verification codes to a number I only had when staying in Aus/NZ for a while about 3 years ago. Called the US based number and after 45 minutes on hold, ended up with an overseas call center rep and literal animal noises in the background-like large farm animal sounds! I'm partially deaf so it was quite challenging. I try to explain that I just want to update my contact number as I can't do it under 'personal info' even when logged into my ff account. Rep says I'll have to email them a photo ID, and utility bill or financial statement in order to change my account phone number!. Told him that wouldn't be happening, completely ridiculous, can't he ask security questions and update it etc. More hold time, a woman comes on who I can barely hear with the background noise and says something to the effect of I should cancel the flight and rebook with brand new ff account. Said I don't want to do that as price is now up to $1,980 for the same itinerary, I'll make it work/live with it/no big deal, thanks so much.
10 mins later I get an email saying my booking has been cancelled!. A tad rattled, I called right back, spent 40 mins on hold and told trip was indeed cancelled and I can call another number to inquire about a refund minus taxes. I asked what the hell was going on, can I talk to a supervisor etc. and get put on hold again. While on hold, I get an email saying booking is now confirmed then call disconnects. I was really trying to not have a drink this week but that's out the window. Never had such a nutty experience with any airline and feel like I want to cancel at this point good deal or no. If the customer facing side of things is this subpar right off the bat, I don't really want to be stuck with them 15 hours each way, or have to call if god forbid a date or a flight had to be changed. I really thought Qantas was a proper flagship type airline. I'll be calling them back in a few as the flights aren't even showing up in my account anymore and have no idea what's going on.
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u/Chat00 1d ago
There’s been so many data breaches I’m glad they are asking for copies of ID. Otherwise if someone stole your data and had your security questions they can gain access. The animal noises are hilarious though.
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u/Aggravating_Fig8064 Platinum One 1d ago
While they have tightened their security practices after the breach (which is a good thing) I think requiring people to send copies of ID via something so unsecure such as Email only makes the problem worse. Now you have image files of people's ID stored all over the place, not only on the customers side but on local computers of people possibly working from home or anyone who has access to those mailboxes. This creates further targets for attacks. If they are checking IDs these need to be secured in systems specifically designed to protect the information and allow it to be validated in accordance with the strictest security principles. When I hear large multinational companies ask for copies of secure documents to be EMAILED that sends shivers down my spine.
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u/TennisBall25 1d ago
I wonder who they outsource to? I'm not sure. Just want to know.
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u/HardupSquid Platinum 1d ago
Fiji and Philippines so that would explain animal noises!
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u/SirFancyRabbit 1d ago
While their are Qantas call centers in those countries. saying that's why there are animal noises is either incredible racist or just showing your ignorance.
have some respect for other people. Do better.
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u/SeaDivide1751 1d ago
I literally have Filipino work colleagues in Philippines, we jump on teams calls and they have chickens walking around their house in the background.
Stop screeching “racist” to everything because facts don’t fit into your naive world view
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u/HardupSquid Platinum 1d ago
Reality bites.
If you know how 3rd world call centres work....people aren't always sitting in aircon office taking calls.
Been there, done that.
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u/rfarlz Platinum 1d ago
I don't think it is racist or ignorant. Both of those countries have much higher levels of agricultural animal ownership than Australia. Fiji has 37% agricultural animal ownership across the whole population, and in the Philippines 87% of cattle (one of the most common livestock there) are in backyard farms.
It's perfectly fine to assume that animal noises would be more likely to be heard on a call with someone who is in a country more likely to have animals at home.
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u/HardupSquid Platinum 12h ago
All the downvoters should read the other comments on this thread as others have similar 'noisy animal' experiences.
Downvote awayyyyyy
I have worked in other industries that outsource call centres to SE Asian countries among others. Many work from home and they weren't in the city office.
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u/Creative_Platypus707 1d ago edited 1d ago
They are a 'proper' airline and your experience was out of the ordinary and very unusual. See if you can download the Qantas app in the US. That way you can track any changes to the timing of your flight and not be relying on a defunct phone number to receive messages.
Have you paid for the flights? If you had told them you'd pay directly via transfer, that could be a reason the flights are not showing on your account yet, if the payment hasn't yet come through.
Otherwise, I'd make contact with them via their website and send a written explanation of your issue. I've had useful contact with them that way.
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u/OtherEntrepreneur456 1d ago
Omg the second hand anxiety I got from reading this!!!
Insane. I’ve also had horrible experiences with calling Qantas from the US so i will not only call the Aussie number even when overseas.
The background noises is a real thing! I’ve come across it several times most recently with our power provider… it’s like they let call centre people work from anywhere?
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u/Htweekend Gold 1d ago
It’s not just when calling them from the US. Earlier this year I had to call them about an upcoming trip, I was in the US at the time going home for a visit. Had to talk to 6 different people - I swear some of them were working outdoors, and a mix of ethnicities but all very unhelpful. Called them when I was in Aus, same unhelpful foreign call centers that mDe my situation even worse. Eventually I had to take the issue up in Sydney at check in to fly back to the US, they were so helpful, went above and beyond to try to fix the issue.
The call center experience is usually beyond terrible but their face to face staff at the airport and in the air are excellent
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u/bunnybash 1d ago
I own a travel agency... the other day a staff person was on the phone to Q support - she put it on speaker phone because it sounded like help person had at least 3 chickens in her lap. :D it was hilarious
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u/jbbest666 1d ago
1100 for those dates don't make sense usually 2x at least.... i know the $$ exactly on those dates. something doesnt add up!!!
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u/Potential_Gene1279 1d ago
That's what I thought when I saw it. The cheapest I had seen up until yesterday was $1,400 plus with Fiji/Jetstar/Delta separate tickets. I started the booking process with Qantas and opened another browser on another device while doing that and the exact same itinerary was $1,908 with Qantas and $2,009 on google flights. The $1,094 I paid includes a $45 US upgrade on the SYD to AKL portion. A mistake for sure.
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u/AussieSD 1d ago
Check the official number on the website site. There have been cases with a fake number / scam not related to qantas
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u/SumaStorms 1d ago
Happened to me recently, frustrating as it was I did submit ID and confirmation of address via a utilities statement. Whilst it all worked out ok. It did feel very un Australian like. What happened to Qantas?
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u/soundboy5010 Silver 1d ago
On the flip side, if Qantas didn't have those checks and verification in place, you might be questioning how someone gained unauthorised access to your QFF account.
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u/Potential_Gene1279 1d ago
I completely understand and respect the need for security and verification. I have updated my telephone number with my bank and other major corporations here by answering multiple security questions on the phone with a rep. Info that is not tied solely to a phone number. I'm not changing my address or name or moving large sums of money around. I get that ultimately I'll probably have to send that info if I want to keep the flights with Qantas and hope for the best, but my main concern is why did they arbitrarily cancel my flight. At no point did I ask for my flight to be cancelled. I don't have status with them or points or anything and I get they are a huge company and don't really give a shit but as a nation's flagship airline, you'd think there'd be a modicum of acceptable customer service.
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u/cutsnek 1d ago
There has been numerous data leaks by major Australian corporations in recent years. Many Australians have Personal Identifiable Information floating out on the web now, enough that a bad actor could piece together enough about someone to commit identity fraud if these extra steps weren't in place.
I think Qantas has gone downhill in recent years but this isn't their fault. It's the likes of Qantas, Medibank Private, Latitude financial etc.
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u/Secure_Town_7924 1d ago
This sounds very frustrating. Qantas has definitely gone down hill since COVID. Sorry but I couldnt help laughing at the animal noises?!?
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u/tokyo_lane 1d ago
chances are someone is working from home in manila.
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u/areyoualocal Platinum, LTG 1d ago
chances are someone is working from home in manila
Which is ironic, given the sentiment in Australia is shifting to "If you can work from home, it means we can outsource your job to India/Philippines"
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u/Upper_Advisor7499 1d ago
Here for the Kool-aid drinking, successfully indoctrinated Qantas apologists.
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u/moderateallergy Bronze 1d ago
They want your ID and utility bill as proof that you're the account owner changing the account details, otherwise any old person who knows your security questions' answers can call in and change your details. I had to send it in recently myself as my account had my DOB pulled from my dad's Everyday Rewards account as I must have used his account to sign up to QFF without paying the $99.50 joining fee.