I attempted a classic points upgrade from Premium Economy to Business on a long-haul international Qantas flight. I submitted the upgrade request about a month ago and even spent around $400 to top up my account with an additional 11,000 points. My balance is now about 80,000 points, which should have been sufficient since the upgrade required roughly 52,000 to 54,000 points.
However, I received an SMS stating that my upgrade was unsuccessful due to insufficient points. This was confusing since I clearly had enough in my account to make the request in the first place.
I contacted customer service and ended up being transferred multiple times between departments. After over an hour on hold during an international call, I still could not get a clear resolution and kept being redirected back into queues.
What is especially frustrating is that there were still multiple business class seats available at the time. This is for a business trip, and the entire situation feels inconsistent and very poorly handled. The principle of it is what is most frustrating, given that I had already spent money to ensure I met the points requirement.
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