Qantas review by Heather 2017-07-19

Dreadful customer support - a Gold member and member for 20 years, I am angry and disappointed, and will NOT be booking Qantas again unless there is no other option. Qantas failed to process the ticketing of our family booking which we had pushed back by a day 2 days previously, for which we had used points and paid to be upgraded to business. We had confirmation of the booking from them online, and our seat numbers. This was on a partner flight with BA Edinburgh to London. On arrival at the airport, BA told us Qantas had not processed the booking. 2 hours on hold and about 20 seconds of actual conversation, one escalation to Duty Manager, and we got no resolution. They did not get us on that flight and failed to get us on any other flights or even attempt to based on the . The Duty Manager would not accept responsibility so I could book a different flight - and failed to phone back. We opened a customer support case the same day after having to resort to the train, and missing our 1 free day out in London. They still have not been in touch with us. Slack, ineffective, incompetent.