In the last 2 days I have been back and forth with Qantas for a total of 8 hours on the phone on behalf of my clients because they need a bassinet seat for their daughter.
Frankie and Nat have been a long time customer of mine. They now have a little gorgeous baby girl that they want to visit their families in Italy and Thailand so they got me to help them look for flights, best connecting time and organise their tickets.
After a few weeks they had to change their flight which Nat and the baby are staying back in Thailand longer so changing the flights wasn't too difficult. It was an Emirates ticket with some Qantas operated flights.
When you book an infant, their name is attached to one of the parent and in their case she was attached to the father. Since mom and bub are staying long in Thailand I have to move bub's name to mom however when the ticket was reissued, for some reason Qantas couldn't see bub's under mom's booking.
Since this is an Emirates ticket, I rang Emirates to double check which they said everything is all good but they weren't able to request the bassinet for bub as one of the flight is with Qantas so I had to call them instead.
1st day - I was on hold for 2 hours on the Qantas' agent line who said that they couldn't see bub's name or ticket at first but could see in the note of the booking. They couldn't help me with requesting the bassinet and told me I need to ring Qantas normal consumer line. Another 2 hours on the phone where the reservation team advised me they couldn't find any infant's info. At this point I knew that this staff just didn't know what they were doing. To be on the safe side, I emailed Emirates and they confirmed baby is in the booking. I wanted to get this in writing so I have proof to protect both myself and my clients.
2nd day - I rang Qantas' agent line again and explained that the normal reservation team couldn't find the baby. She told me that the baby is in the booking and to tell the reservation team to look for certain line numbers. I rang the team and finally got someone who said they found the baby, booked the bassinet and I should get a confirmation within a 2 hours. After 4 hours, no update and when I checked Qantas' site, the bassinet wasn't there. I rang Qantas again and they couldn't find bub's name so I had to explain everything again and where to look for the info. He persisted that he couldn't find it so I had to push back and said Qantas agent team advised bub is in there for sure. Eventually he found her and got the bassinets booked.
To sum it up, I had to call Qantas 6 times, Emirates 3 times in the last 2 days.
Total hour on the phone and waiting time 8 freaking HOURS.
Do you think paying a service fee of $80/person is worth for someone like me to deal with this BS?
I'll let you be the judge âš–
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