10 pts / $ for Qantas Vouchers - Back for Xmas 2014

[ComeFlyWithMe]

So after getting attitude from the premium desk over my clearly inconvenient request to get $2 and $4 vouchers reissued, I was then told to view the terms and conditions. Once I pointed out that the thresholds apply to customer care vouchers, not gift vouchers, and that even so $2 is covered under '$2 or more', I then got more attitude and told he will refer it to the 'product manager' and I would get a call the following day.

That was Wednesday. I'm not expecting a call anytime soon.

Still waiting on 4 vouchers to be reissued.

 

[defurax]

... refer it to the 'product manager' and I would get a call the following day..

I wonder if there is a product manager for Gift Voucher and a second product manager for Customer care vouchers. Maybe they meet every Friday morning and share notes.

 

[medhead]

Might be time to try an email. IIRC my email started the facts (booking references/dates/values), that there was no limit in the terms and conditions hence a residual voucher was owing, and please advise when the required voucher will be issued.

 

[kevrosmith]

Apparently? I can confirm my 5-6 bookings with this issue are not fixed.

That's a shame. I've done about 15 now and haven't had to ring up for any of them. I left them until at least the next day before trying to select seats and had no problems so far. YMMY

 

[eminere]

So after getting attitude from the premium desk over my clearly inconvenient request to get $2 and $4 vouchers reissued, I was then told to view the terms and conditions. Once I pointed out that the thresholds apply to customer care vouchers, not gift vouchers, and that even so $2 is covered under '$2 or more', I then got more attitude and told he will refer it to the 'product manager' and I would get a call the following day.

That was Wednesday. I'm not expecting a call anytime soon.

Still waiting on 4 vouchers to be reissued.

Time to tweet so QF is socially embarrassed?

 

[CMA222]

Time to tweet so QF is socially embarrassed?

Seems to be the quickest way to get their attention these days. Also the various State Offices of Fair Trading have been showing an increased interest in gift vouchers and the failure by issuers to comply with their own t's and c's. With QF it should not have to come to that - I hope - but if the Premium desk give attitude over trying to get what you are entitled to what hope do the NB's have?

 

[ComeFlyWithMe]

I wonder if there is a product manager for Gift Voucher and a second product manager for Customer care vouchers. Maybe they meet every Friday morning and share notes.

This is QF, they would never meet, let alone talk on the phone, and would be located at opposite ends of the country, most likely

 

[ComeFlyWithMe]

Seems to be the quickest way to get their attention these days. Also the various State Offices of Fair Trading have been showing an increased interest in gift vouchers and the failure by issuers to comply with their own t's and c's. With QF it should not have to come to that - I hope - but if the Premium desk give attitude over trying to get what you are entitled to what hope do the NB's have?

I have to say it is a sad world we live in where this is the only way to get decent customer service, but hey, it's effective.

 

[markis10]

This is QF, they would never meet, let alone talk on the phone, and would be located at opposite ends of the country, most likely

They seem to have an awful lot of busy meeting rooms at QF loyalty when I am there! Pretty impressive setup actually.

 

[defurax]

They seem to have an awful lot of busy meeting rooms at QF loyalty when I am there! Pretty impressive setup actually.

Working on the Penske file...

 

[JohnK]

Is anyone else having issues getting low value vouchers reissued after using them?

I've got a few $2/4 vouchers and apparently ticketing won't issue them.

Not being critical but interested to know why people are leaving such small residual value on their vouchers?

e.g. Do you purchase a $200 voucher to book 2 x $99 flights?

 

[deejo77]

So after getting attitude from the premium desk over my clearly inconvenient request to get $2 and $4 vouchers reissued, I was then told to view the terms and conditions. Once I pointed out that the thresholds apply to customer care vouchers, not gift vouchers, and that even so $2 is covered under '$2 or more', I then got more attitude and told he will refer it to the 'product manager' and I would get a call the following day.

That was Wednesday. I'm not expecting a call anytime soon.

Still waiting on 4 vouchers to be reissued.

PM red roo - that's had I received low value left overs last year - saved me the CC fee on bookings

 

[nick.wall]

Hi Everyone,

Perhaps a silly question - so buying these for oneself, you get the bonus points for buying the voucher and then the usual points and status credits when the flight is taken?

Thanks

 

[seritonin]

Hi Everyone,

Perhaps a silly question - so buying these for oneself, you get the bonus points for buying the voucher and then the usual points and status credits when the flight is taken?

Thanks

Yes, plus you won't get charged the pesky credit card fee when you book your flight.

 

[JohnK]

That's a shame. I've done about 15 now and haven't had to ring up for any of them. I left them until at least the next day before trying to select seats and had no problems so far. YMMY

Are you talking about new bookings?

The bookings I am referring to are now 4-5 weeks old using last years Gift vouchers and residual vouchers created that night.

If there's a script running removing "gift voucher" from remark fields why aren't all bookings updated?

 

[Kangol]

Might be time to try an email. IIRC my email started the facts (booking references/dates/values), that there was no limit in the terms and conditions hence a residual voucher was owing, and please advise when the required voucher will be issued.

What is the email address? I have a $2 one I completely forgot about...

 

[medhead]

What is the email address? I have a $2 one I completely forgot about...

Iirc I used the customer care feedback form.

Edit: to add more detail. I generated 2x $3.99 residuals on 19 June this year. I have a warning about the residual vouchers being created post 1 July, and I used those residual. vouchers in August and October. So at least 6 weeks to have the residual vouchers manually generated.

 

[kevrosmith]

Are you talking about new bookings?

The bookings I am referring to are now 4-5 weeks old using last years Gift vouchers and residual vouchers created that night.

If there's a script running removing "gift voucher" from remark fields why aren't all bookings updated?

Hmm.. yeah, not sure about vouchers bought last year. The ones I'm using I bought in the last fortnight. But I guess or would expect the same rule to work.

Did another just yesterday: booked a flight using a residual-value voucher. Wasn't able to use MMB last night, waited overnight and can now use MMB. The My Flights app show these comments are removed:

 

[ComeFlyWithMe]

PM red roo - that's had I received low value left overs last year - saved me the CC fee on bookings

I've sent a PM, will await the response.

The premium desk response was decidedly lacking.

 

[Kangol]

Not being critical but interested to know why people are leaving such small residual value on their vouchers?

e.g. Do you purchase a $200 voucher to book 2 x $99 flights?

Yes. I did exactly that - a $200 voucher for 2x $99 flights. Even if you lose the $2, you are still up compared to buying a $150 voucher and paying the $48 remainder as normal. That is even if you don't earn bonus points with a QF branded cc.

Might be time to try an email. IIRC my email started the facts (booking references/dates/values), that there was no limit in the terms and conditions hence a residual voucher was owing, and please advise when the required voucher will be issued.

A data point:

I rang up the WP line which I think got put through to the overflow (normal) line and enquired about my booking as mentioned.
The guy spoke to a supervisor and came back saying the $2 residual was below tolerance and wouldn't be reissued.
He then suggested I call customer care who deal with these issues (and may be able to compensate me appropriately).

I spoke to a lady at cc and gave her the details, who mentioned the same issue of $2 being too low to reissue, then offered the options of: sending me $2 in the mail , sending me some QP passes (not of much use to me or my family/friends) or 2,000 points. You can guess what I picked!

By those calculations, it "values" a cancelled CD USA booking at $10 :shock: