Michael Kerr

05/02/2026

THE MULTI CITY MYSTERY TOUR:
If you’ve ever wondered what it’s like to book a holiday with Qantas in 2025–26, let me save you the trouble: imagine a treasure hunt where the treasure is missing, the map is wrong, and the person running the game keeps insisting everything is working exactly as intended with a Dick Dastardly giggle. That’s the Qantas multi city booking experience — part mystery, part endurance test, part psychological experiment.

This all began with a simple, innocent attempt to book a multi city trip. Months later, I’ve dealt with multiple departments, several refunds, one regulator, supposedly two Qantas CEOs, and more “goodwill gestures” than a charity telethon. And yes, every word of this is true. I wish it wasn’t.

Like many Frequent Flyers, I booked a multi city itinerary with one goal: use my hard earned points for an upgrade. Easy, right? Qantas practically encourages it with all the programs they run. Except… not on the multi city platform. On that page — unlike the normal booking page — Qantas quietly hides its fare rules, upgrade eligibility, and any hint of what you’re actually buying. It’s like shopping blindfolded while someone whispers, “Trust us, it’s fine — we have your best interests at heart.” History now suggests otherwise.

Only after paying a fare more than a thousand dollars dearer than their competition — yes, Singapore Airlines, I said it — did I discover our tickets weren’t even upgrade eligible. I then had to pay an extra $618 just to be able to “request” an upgrade. Not receive one with my points — just request it. Not happy Jan! A bold business model. Bold like wearing white jeans to a curry buffet.

Then came the unauthorised itinerary changes. One day, our Singapore stopover existed. The next day, it didn’t. P**f. Gone... excuse the pun... Like a magician’s trick, but without the applause — or the talent. When I asked for it back, I was told I’d need to pay extra to “change my dates”. For my own flights... That they changed... After numerous calls to an overseas call centre where no one knew where the supervisor or manager was and some strongly worded emails to "Customer Care" — and I use the word “Care” very loosely — the stopover was eventually reinstated. But not before I lost the extra legroom seats I’d paid for, which of course were now no longer available. Yay. Refund, what refund, another phone call and another email and the money for the extra leg room seats eventually came through. Can this trip of a lifetime get any better. Yep...

At this point, I began to feel as though my complaints were being managed by a random number generator. One of my complaint emails I addressed to all six customer agents that had responded just to see who responded back.

Naturally, I escalated it to the Queensland Office of Fair Trading. Qantas responded with screenshots showing fare types, upgrade rules, and all the information missing from my booking pathway. Impressive — considering the screenshots were from a completely different booking pathway to mine. I mean, hello? Is anyone paying attention in there. It’s like complaining your toaster doesn’t work and being shown a photo of a microwave as proof that it does.

So Qantas then refunded the extra $618 I paid to enter the “Qantas Upgrade Lottery” as a “goodwill gesture” I was told, while still insisting “nothing wrong here”. A goodwill gesture is lovely. A correct explanation — or even acknowledging the actual complaint — would have been lovelier.

My interactions with Qantas Customer Advocacy could be turned into a board game. Roll a 1: “You got a refund. Case closed. Go away... Rude Gus rude..” Roll a 6: “Sorry about everything — your complaint should have "passed Go" and come directly back to me, not him, thanks Robbie. "We’re sorry, here are four lounge passes as a good will gesture.” Lovely idea, except no one noticed that I’m already a paid Qantas Club member. It’s like giving a snorkel to a fish. Pretty useless — and honestly have you been in a Qantas Club lately? Hope you like a toasted ham sandwich... Sorry, not much of a consolation prize.

The inconsistency was astonishing. One advocate rudely dismissed me. Another apologised. And the winner is… Qantas, because still no one was willing to talk about the elephant in the room: fare rule disclosure. It was customer service roulette. And information UNO.

But as the saying goes — that’s not all, folks. Just when I thought the comedy had peaked, I booked our Cairns–Brisbane legs for the start and end of the trip we had waited twenty years in the making for. Oh, the excitement builds. I thought, “Just in case the Singapore leg is delayed — which, if they operate their planes the same way they operate their booking systems, we could well end up in New Zealand — I’ll stick with Qantas to ensure we eventually get home.”

I paid extra for emergency exit seats on the way down to Brisbane and "premium extra legroom" seats on the way back to Cairns so after two long flights: London, Singapore, Brisbane we could stretch out... Oh, the comfort. I could feel it already.

Yeah, but naa but yeah but… the next day — not a week, not a month — the very next day, Qantas changed the aircrafts and removed the seats I chose and paid extra for. Screeching halt. You’re back in cattle class, and you’re back in cattle class. Knees up, let’s go. Refunded without consultation. Reassigned to standard seats. Again! By this point it was very much a “leave Britney alone” moment coming from my office… except I was Britney, and Qantas was — well, you get what I mean…

At this point, I wasn’t even angry. I was impressed. The consistency of the inconsistency of the sheer ludicrousness, it was almost artistic. What else can they do to completely stuff up a customer’s holiday and assist in having them lose all faith in this airline…

But this isn’t just my story. It’s a warning, anyone booking a multi city itinerary through Qantas is obscured from seeing material information, sold fares without rules being clearly shown, left in the dark about upgrade eligibility (sorry, bad luck Charlie saving all those frequent flier points), and forced to navigate a system that behaves differently from the rest of the website. This is what digital designers call a “dark pattern” — no, not the dark web, but can be just as sinister — in my experience, a system that nudges customers into decisions they wouldn’t potentially make if given the full information.

So, because of the complete lack of acknowledgement and customer care I’ve now lodged a detailed submission with the ACCC outlining the potential breaches of misleading or deceptive conduct, false or misleading representations, lack of due care and skill, fitness for purpose, and unfair digital design practices and this isn’t about compensation, i've got a bee in my bonnet. It’s about transparency. And trust. And the small matter of not accidentally gaslighting your customers. If they had handled the complaint appropriately I wouldnt be needing to even write this post let alone go to the trouble of everything else...

As I write this, I’m still waiting to see my points upgrade request be granted, (bit of sarcasm there me thinks...) It feels less like a loyalty program and more like a raffle. Qantas calls itself “The Spirit of Australia.” But lately for me, it feels more like “The Spirit of Taking a Punt and Hoping for the Best” as I take a shot of bad cheap vodka...

Still, I remain optimistic. Not because of Qantas — but because after everything that’s happened, surely the universe owes us a smooth flight.


LoyaltyLobby

30/10/2025

Great to hear Cr Olds from Cairns battling this ongoing issue. You ask why this region is always struggling to maintain infrastructure, have a listen to Cr Olds comments. This has been going on for years. The federal government needs to increase the Assistance Grants and State needs to distribute funds fairer. Good on you Brett well said!

29/08/2024

Whilst this may have cost the council in legal fees it has saved the region a world of pain. Hopefully, another, more sensible application can be lodged that will fulfil the planning requirements and be well-suited to the essence that made Port Douglas an iconic destination...

End of the road for Chiodo?

10/08/2024

As my profiles are still blocked from accessing and commenting on Newsport articles and have been for well over a year, I have been unable to share my opinions on any of their articles over that time.

There has been ongoing discussion about the issue of maintenance cost blowouts. However, it is essential to consider the potential financial implications for ratepayers if we had entered into a contract for a two-ferry system that was at the time still not complete.

Such a contract would not have delivered two ferries, and if (very unlikely, would have been at phenomenal cost and years to achieve) was approved by the EPA it would have been two ferries for only a matter of months a year and in defined periods.

It would have incurred costs exceeding one million dollars annually compared to previous expenditure. Additionally, the council would have been responsible for providing all land-based infrastructure, which includes roads costing at that point approximately $2.8 million. No cost analysis had been conducted regarding a suitable electricity supply for the proposed electric ferry which one could fairly suspect would have also been at the rate payers expense as well.

Furthermore, we must take into account the potential complications arising from flooding such as seen last December and any electrical infrastructure associated with that project. Had the project been completed, what damage might the recent flooding have caused and at what cost, financially and reputationaly?

It also needs to be remembered that if an external party is granted the cost of building a ferry rather than council getting grant funding, those extra costs will be passed on to the council through the contract and obviously then to the ferry users and or rate payers… at what cost?

Council had a solution and had started the process of replacing the ferry until it was stopped by Cr Zammatarro’s motion for an expression of interest delaying the process by over a year, a motion that was flawed from the outset as council staff and engineers were never given the opportunity to assist or comment on its validity, cost or benefit .

It is all too easy to present a one-sided narrative that aligns with a specific agenda. However, it is crucial to recognise that there are always other perspectives to any issue.

21/06/2024

From the big projects to small gestures… this gentleman will never cease to amaze me. One of the last true political statesmen. Out of all the politicians I met I can honestly say that I didn’t meet anyone who came close to meeting the bar on how much he cares for all of his electorate… Leichhardt has been extremely lucky to have his dedication and will definitely be missed if he enters a well earned retirement post the next federal election.

18/06/2024

Reminds you why we live here…

10/06/2024

It’s never easy saying goodbye to one of your fur kids. We rescued her over 13 years ago… she was a matted mess who wouldn’t think twice of biting your face if you got to close. But she grew to be a loving little ratbag with loads of personality and an attitude that kept the 60kg mastiff at bay… Will miss that never ending barking… travel safe to your fur brothers…
❤️🌈🐾

02/04/2024

Looking forward to being the special guest compare on Douglas FM this Thursday from 9 to 12 talking everything musical theatre with Paul including My Fair Lady starting at the Clink this week… tune in to listen to some good banter, wonderful music and find out who my special guest interview is with…

22/03/2024

A very sad day for Douglas… the closure of the Mill will leave a detrimental effect on this community for many many years to come. The promise of $12m to transition won’t even touch the sides considering more than $10 million has been spent on the crops in the ground. The environmental damage that will occur with crops left to rot, weeds, feral pigs and agricultural land that already has evidential support that it is unable to sustain most other crops… the answer was there with sustainable bio diesel, green energy and a circular economy… yet not supported by the Agriculture Minister or Premier… sure enough which ever government is there post October it will need to foot the bill for this instrumental stuff up and the ongoing deficits that it will create!

A rescue package promised earlier this year has failed to materialise for one of Australia's oldest sugar mills that will close in Far North Queensland.

21/03/2024

Hopefully this inquiry will show the true issues that Local Governments face with the lack of funding from Federal and State Governments to maintain infrastructure and services to level that their communities expect…

Councils are constantly being asked to do more – by their communities and state and territory governments – but aren’t being funded to deliver on these responsibilities. Currently Local Councils deliver 33% of services and only receive 3% of direct taxation funding.

Currently 46 of the 77 Queensland Councils are at risk of being financially unsustainable.

A parliamentary committee will investigate the role of the federal government in addressing the sustainability of of local government.

21/03/2024

So David Crisafulli and the LNP “allowed” the de-amalgamation, nothing to do with supporting the Douglas communities strong request for it at the time, is that not what good leaders are supposed to do, listen to their constituents…

And now the Opposition Leader and the LNP have the power to control the weather and the 3.2m of rain that in a matter of days created more than 30 landslides into our water supply causing a change in the water chemistry and creating these water issues…

Nothing at all to do with 12 yrs of not funding regional Queensland properly for its required water infrastructure whilst blowing out budgets left right and centre in the South East corner…

Pre disaster the FNQROC councils excluding Cairns were requesting over $300m to be able to maintain a safe water supply past 2025… this water infrastructure issue is far bigger than just Douglas Shire.

14/03/2024

Yesterday we lost a true statesman and leader. Tom Gilmore was an extraordinary Mayor of the Mareeba Shire and involved in local government for many terms whilst also doing a stretch in State Politics.
When I first became Mayor of Douglas he took me under his wing with regular chats and some of the best advice I could have received. He will certainly be missed.. rest in peace.