Buy wine. Fly free with Stoneleigh

[Pushka]

No, manage booking does not recognise the code which is Kl1WMD with my surname.

Does Finnair work with Jetstar bookings? Try to manage the booking on their site. Or CheckMyTrip?

 

[michaelk]

So they rejected my application. Without telling me. Apparently they thought of a requirement that my passport has to be valid for six months, mine has four - it's not in the T&Cs (and I obviously am getting a new one). I'll fight it.

@vigin-bart did you get a rejection email from Inspire? as in is that how you have been informed.

My partners is valid for less than 6 months also, so will be in the same predicament.


We have applied as two single applications, sent in the first Friday as standard mail from Brisbane to Sydney.

The request for my passport information was sent to me on Friday last week (23rd), whilst my partners was received on the 27th (this Tuesday).
Although the gap between the two requests for passport information our two emails are titled "Your application fsl24xx" and "Your application fsl24xx +1" thus showing they have been sorted/ grouped although the requests were sent 4 days apart.

We know we may get sent to different locations, but have chosen HBA as the offer we want, and selected NZ locations during peak periods for the other two offers (at a lot higher purchase price) to hopefully give us both the same location.

 

[Nicholas Wood]

My NZ Passport expires in November, and my requests are for Aug, Oct, Nov (All to NZ). I submitted my application 6 days ago. Just called and was told my application is still awaiting processing.

Will wait and see

 

[Virgin Bart]

@vigin-bart did you get a rejection email from Inspire? as in is that how you have been informed.

My partners is valid for less than 6 months also, so will be in the same predicament.


We have applied as two single applications, sent in the first Friday as standard mail from Brisbane to Sydney.

The request for my passport information was sent to me on Friday last week (23rd), whilst my partners was received on the 27th (this Tuesday).
Although the gap between the two requests for passport information our two emails are titled "Your application fsl24xx" and "Your application fsl24xx +1" thus showing they have been sorted/ grouped although the requests were sent 4 days apart.

We know we may get sent to different locations, but have chosen HBA as the offer we want, and selected NZ locations during peak periods for the other two offers (at a lot higher purchase price) to hopefully give us both the same location.

I had to call them. No email .

 

[Katy]

I had to call them. No email .

NZ has no passport validity requirement of 6 months on an AU passport - the conditions are that your passport has to be valid for the length of your stay.

We just went over at Christmas with only 1 month left on my son's passport.

 

[Virgin Bart]

NZ has no passport validity requirement of 6 months on an AU passport - the conditions are that your passport has to be valid for the length of your stay.

We just went over at Christmas with only 1 month left on my son's passport.

Third identical reply from these assholes . This will be fun .

Dear Mr Virgin Bart,



We have received an updated information from our back end office.



Regret to inform that your application has been rejected due to invalid passport.



Kind Regards,



ZANA

Travel Consultant

 

[Virgin Bart]

My partners is valid for less than 6 months also, so will be in the same predicament.

Keep me updated with how you're going!

 

[HEATHER L. MCINTOSH]

I've yet to hear back from them either ... almost approaching 2 weeks

I emailed and was also told would get an email from UK. It's two weeks since i first sent in the application. Why from UK when it's an Oz deal.?

 

[HEATHER L. MCINTOSH]

So I got my "ticket"...
Email below, bit concerned re. "Your booking confirmation serves as your ticket" as booking confirmation (second scan below) is nothing like an ETicket and the Airline ref code is not recognised on Jetstar "manage booking"... The letter does say that I will probably have to checkin online but if the jetstar system does not recognise the code...problems.. Will wait and see what luck/experiences others have before any further action.
View attachment 121588 View attachment 121589

Does that scrape in for the time limit?

 

[Nicholas Wood]

Regret to inform that your application has been rejected due to invalid passport

They have emailed rejecting mine too. Passport valid until November!

 

[Virgin Bart]

They have emailed rejecting mine too. Passport valid until November!

I'm so pissed off I'm in an email war with them at the moment. Nowhere in the Terms and Conditions does it say you need a valid document for all of the flights - only that you need a current document. In essence they've excludes anyone with a document that expires before November without telling anyone .

 

[Nicholas Wood]

I'm so pissed off I'm in an email war with them at the moment. Nowhere in the Terms and Conditions does it say you need a valid document for all of the flights - only that you need a current document. In essence they've excludes anyone with a document that expires before November without telling anyone .

I'm off camping for Easter. Keep us in the loop re your progress and I'll raise a cough storm with them on Tuesday

 

[Virgin Bart]

I'm off camping for Easter. Keep us in the loop re your progress and I'll raise a **** storm with them on Tuesday

This may help:

So I emailed them using their form on the website.

Response:

Dear Mr Virgin Bart,

We have received an updated information from our back end office.

Regret to inform that your application has been rejected due to invalid passport.

Kind Regards,

ZANA
Travel Consultant​

My response:

I do not have an invalid passport.

Please show me the terms and conditions where it says I need to have six months validity?

I will have a new passport in two weeks and my current passport expires in 4 months.

If you do not offer me the flight according to the offer, I will be contacting Australian Competition and Consumer Commission. This is not acceptable - it was not in the Terms and Conditions! My passport is my business. Please offer me a flight in accordance with the offer.​

Their response:

Dear Mr Virgin Bart,

We are sorry you are disappointed with the Stoneleigh free flight campaign.

However, we cannot unfortunately not process an application without a valid travel ID. Nor can we book any flights without a valid travel ID. Your passport unfortunately not only isn’t valid for 6 months but is actually expired. incorrect

We can accept travel ID other than a passport for the domestic destinations, however one of your choices is to an international destination where you will not be able to travel to without a valid passport. We cannot accept invalid or expired travel ID or passports.

We inform all participants in detail about which travel ID is required and must be uploaded during the application process.

Please also note point 7 of the terms and conditions: “7. To be eligible for the Offer, Participants must take all the following steps:”
Applicants must provide valid Passport (international travel) or Travel ID and also must provide 3 destination and dates to choose from. In effect we did not receive 3 destinations as we would have to discount the destination to NZ in order to make an offer. We cannot provide an offer for you as you did not provide us with the necessary documentation, and a valid Travel ID.

As a gesture of goodwill however we can offer you the option of submitting a new application. This application must either:

-only contain domestic destinations including a Travel ID valid for domestic travel (not expired)
OR
-contain a valid (not expired) passport if it contains international destinations

Please use code: xx_xx_ to submit your new travel choices. I won’t be necessary to submit any post this time. You will receive a link to upload your details after you have made your new submission. Please not that you must make this application by the 1st April 2018 when the campaign closes.

Kind regards

Sonja Bender​

My response:

Hi Sonja

Thank you for your email.

This is the exact passport I uploaded. (attached). It clearly shows that my passport is still valid. In fact it is valid until June!

There is no 6 month rule to travel to New Zealand for an Australian passport holder.

This is from the NZ government website:

For Australian and New Zealand passport holders, or Australian permanent residents and new Zealand residents, your passport must be valid at least on the date you travel to New Zealand (must be valid on your arrival and departure dates).

In the case of visitors to New Zealand who are non Australian or New Zealand passport holders or permanent residents, that are coming to New Zealand as visitors, students or workers, your passport must be:

Valid for at least three months beyond the date you intend to leave New Zealand.
​

I am an Australian passport holder therefore my passport is valid. So whilst I appreciate your gesture of good will I have followed all of your requirements and terms and conditions, therefore could you please meet your side of the agreement and offer me one of the flights I have requested.

As I've shown, my passport is a valid travel document. In fact I'm in NZ right now!

I look forward to the flight offer.

Thank you for taking the time Sonja.​

Their response:

Hi Virgin Bart,

It is correct that 6 months validity after the return date is not necessary for travel to NZ.

Unfortunately your passport will be completely invalid for two of your given dates of travel, departure and return. Therefore we cannot offer or book a flight for you.

Only one of your dates is within the dates of validity of your passport. As explained in our previous email we cannot reduce the potential destinations or in fact dates be reduced to only two or one which is what the fact that your passport won’t be valid for two of the dates you have chosen. In combination with the fact that one of your chosen destinations is an international destination, we simply are not able to make an offer. Even if you were to travel only within Australia we would only be able to accept a valid document even though it would not have to be a passport.

You are still very welcome to submit a new set of travel dates adhering to the rules outlined below and we will be happy to make an offer to you. We will not be able to process your existing application further however.

Thank you for your understanding.

Kind regards,

Sonja Bender​

My response:

Good morning Sonja

I don't think it's at all reasonable to deny what I've requested. To imply that bookings can't be made into the future in anticipation of a new travel document is false - it happens all the time.

The Terms and Conditions ask for a valid travel document. I've sent that. I've also said that I'll be renewing my passport in two weeks. If I was able to renew now then I would, but I can't since I'm overseas.

So you've asked me to supply a document I simple cannot supply - I hardly think that's fair.

The promotion has also not followed any of the timeframes promoted on the website. Had these been followed I might have been able to renew in time for the promo ending.

Eg, from https://campaign.flywithstoneleigh.com step 4 says that I'll get an email to supply travel documents within 7 days of you receiving my submission. I have tracked letter evidence that you received it on 2 March 2018. I did not get your email until 17 March - well after the 7 day period.

Clearly, the timeframes of the promotion haven't been followed. I've acted in good faith and I've been drinking Stoneleigh for years, but this really seems unfair.

I've followed all requirements of the promotion to the best of my ability - I supplied a valid travel document and assure you that I will renew my passport. Had the timelines of the promotion been followed from your end I'd have been able to rectify the condition that's been created in time - but this wasn't followed.

I'd like to resolve this once and for all, I urge you to consider the information I've provided about the delay caused by your side and offer travel in accordance with my initial submission. Should I not receive an offer with 24 hours I'll be sending a formal complaint to Consumer Affairs Victoria - together with evidence of AusPost tracking, the terms and conditions from the website and logs of the three calls I made between 9-17 March to inquire about the delays.

Regards

Virgin Bart​

Truth be told, I don't think I'll get anywhere with this. If I don't have a good outcome by tomorrow I'll take them up on the offer for domestic flights, begrudgingly. And I realise that ACCC and CAV probably couldn't care.

 

[sjk]

Seems to me they have a valid point in saying you haven’t given them three options.

An unfortunate side effect of them allowing only one ID to be uploaded, if that’s the case.

 

[Virgin Bart]

Seems to me they have a valid point in saying you haven’t given them three options.

An unfortunate side effect of them allowing only one ID to be uploaded, if that’s the case.

Hey sjk. I did give them three choices. The website doesn't allow you to click submit when you have selected less than three.

 

[sjk]

But the passport was the only ID?

 

[EestiTiger]

Hi guys this passport saga a couple of you are suffering really sucks, especially their replies...

I'd try another tack and try hitting up StoneLeigh direct on say the FB and twitter and say how this is reflecting on their brand. Of course they will say the campaign is managed indirectly from them, but regardless, it will be their brand that suffers the negative publicity.

 

[sjk]

The key point seems to be “Unfortunately your passport will be completely invalid for two of your given dates of travel”, which means you’ve only given them one *valid* option.

Dumb system, could have been avoided if they’d let you upload (say) a passport and a driver’s license.

 

[Virgin Bart]

The key point seems to be “Unfortunately your passport will be completely invalid for two of your given dates of travel”, which means you’ve only given them one *valid* option.

Dumb system, could have been avoided if they’d let you upload (say) a passport and a driver’s license.

T&Cs say you can upload DL or Passport.. But those that uploaded DL yet selected any international options are being rejected.

 

[Virgin Bart]

Hi guys this passport saga a couple of you are suffering really sucks, especially their replies...

I'd try another tack and try hitting up StoneLeigh direct on say the FB and twitter and say how this is reflecting on their brand. Of course they will say the campaign is managed indirectly from them, but regardless, it will be their brand that suffers the negative publicity.

Thanks ozmatt.. Messaged them on Facebook yesterday.. Let's see.

Am I being unreasonable?