I had a really bad experience with Qantas Reserveatins department.
I called to see if I could upgrade the final leg of a journey to premium economy from Singapore to london. They told me there was no premium economy seats on the flight. I called BA to check, who said there were many seats in this class. I called back to Qantas who were just defensive and rude the whole time. I spoke to a lady called Daniele who was really hunhelpful. I asked to speak to someone more senior and she told me she was the most senior person in Qantas. I doubt I was talking to the CEo here, I don't understand how they can tell lies like this. I asked her to help us find a way to buy the tickets and she insisted we pay for a full round premium economy seat even though we could only upgrade for two legs. Not very helpful. I was on the phone for an hour and got nowhere. They were so rude, they kept reiterating they were not in the wrong saying that the BA flight didnt have a premium economy cabin because under their flight no: it didnt. I kept asking whether the plane had a premium economy area and she kept saying that's not the point. It was as if winning an argument was more important than helping the customers. I said to Danielle with most businesses the custmer is right but with Qantas it seems the customer is wrong. Very aggressive, very unhelpful and despite trying to give Qantas more monety for an upgrade they really didnt want to take it - so I gave up. I was told I could not complain until after Id flown. Well, this letter is proof that they were wrong on that.
Im really dreading my flights with Qantas now.
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