I had to change flights for my inlaws due to a medical emergency. Tried to change through qantas website, it was giving an error. I then approached the qantas technical support and they confirmed through email that it is a known issue, we can call Qantas customer care and change the tickets without paying a service charge (Qantas got a service charge for calling up and changing through their customer care, It's a nightmare to get the calls to customer care, we were put on hold for an hour atleast to get through).
Spoken to them for a very long time, explained the situation, the customer care agent was blindly saying that she doesn't have any info about this error, she kept on asking for an error number and we said there is no error number, it's a stupid java exception with a very long message, She was saying, if there is no Error number, then it's not an error. We told her about the technical support teams email confirmation and asked her whether we can forward that email to her, NOTHING was acceptable apart from paying service charge or Go to their office with the details.
We went back to the qantas web support team and the person confirmed again and he said he will send out an email to their sales team and ask them to call us back. Waited for a day, nothing came through.
We then went Qantas office in Sydney with the emails and a print out of the error messages etc. They aknoledge that there is an error, but unfortunately they can't wave off the service fees!!! So frustrating, it's a medical condition and we didn't have enough time, so we paid the service charge to change the ticket.
I would like to take this to proper authorities to lodge as a proper complaint. Can anyone help me, which authority I can this in Australia?
I don't want to go back to lodge a complaint in qantas as I don't see there is any use in it. Appreciate any sort help/advise. Thanks
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