Epic fail for Qantas Price Promise [resolved]

[Mattg]

I really don't see why the OP's claim should have been rejected. This is very poor form from Qantas. If you aren't going to honour competitors' prices, don't offer a price promise in the first place!

Customers might as well just to book on the *other* site if this is how Qantas is going to treat them.

 

[Mr_Orange]

I wonder if QF are still feeling pineappled after the .br rampage.

 

[RichardMEL]

After reading this it seems the problem here is that while technically per their stated rules they've rejected the follow-up (ammended/corrected) claim per their stated rules, but omitting *common sense* - and this seems lacking in many areas where the letter of the rules is followed almost blindly without allowing for the application of reasonable common sense.

On the face of it, going on the OP's explanation of events, it would seem reasonable to allow it.

And I think that's what appears frustrating. I'd like to think if I was in such a role and someone outlined the situation as the OP has that I could take it on trust as to the sequence of events. And heck it's only $50 - probably the time taken looking at this would be worth nearly as much in wages and productivity

 

[Red Roo]

I’ve since been able to follow up with our Price Promise team, and have sent a private message to the OP with the details for clarification.

It’s never our intention to make these necessary processes difficult, however we are keen to maintain a fair and consistent approach.

 

[Lone Wolf]

I think what medhead is suggesting is to beat Qantas at its own game.

If Qantas insists on the letter of the rules, and the original booking was for one pax only as the OP indicated, then based on the information the OP has provided the original claim appears valid as it is an apples to apples comparison.

If this were the case then I can understand the OP feeling mystified. It gives the impression Qantas is only enforcing rules that are in its favour.

Hopefully with RR intervening the OP can seek further clarification from the Price Promise team. Again I've had 2/2 claims accepted so there are legitimate savings to be had if you can make the process work for you.

 

[isdnman]

I’ve since been able to follow up with our Price Promise team, and have sent a private message to the OP with the details for clarification.

It’s never our intention to make these necessary processes difficult, however we are keen to maintain a fair and consistent approach.

Thanks for your PM. I have sent you PM explaining what has happened.
I have had additional screenshots sent to the price promise team for consideration.

But all the response I get is, you made a mistake in your claim (eg. Passenger numbers does not match etc. etc.) and we are not able to accept any further screenshot as evidence taken on the same day of the booking other than the one comes with your initial claim submitted on the web form. And no further investigation is going to happen from our side.

 

[Guvner]

I had booked a ticket on Qantas.com and requested a price promise
Price Promise | Qantas

Last Friday, I booked for one adult the total fare was 1079 on Qantas.com
I found another website of the same flight about 1025.
So I grabbed a screenshot and sent it through the same day. (Price is for 1 adult)

Since I have booked used a voucher.

Is that the issue?


The rules for Qualifying:


What doesn't?

• Bookings paid in part or full with a credit voucher
• Cancelled bookings, such as a booking placed onto a credit voucher
• Itineraries which contain non-Qantas flight numbers
• Prices as part of a package
• Prices quoted on websites which do not have the capability to confirm the booking and accept payment (for example, websites that link through to a third party's website/search engines)
• Special negotiated rates such as travel agent, staff, corporate or membership rates or rates that are only available to people who have subscribed to or become a member of a website
• Unauthorised resellers, for example, eBay
• Prices discounted by means other than money, for example, use of coupons
• Prices that are lower as a result of an error by the retailer (e.g. misquoted prices)
• Prices that Qantas is unable to verify, using reasonable means
• Fares offered under any promotion with a third party
• Fares available for purchase through anyone other than Qantas or a licensed travel agent
• Prices on a website not marketed to consumers located in Australia that is not operated by a company with an active ABN or ACN
• Resubmission of claims. Only one claim can be made for each booking, and that claim cannot be resubmitted or amended

 

[medhead]

Is that the issue?


The rules for Qualifying:


What doesn't?

• Bookings paid in part or full with a credit voucher
• Cancelled bookings, such as a booking placed onto a credit voucher
• Itineraries which contain non-Qantas flight numbers
• Prices as part of a package
• Prices quoted on websites which do not have the capability to confirm the booking and accept payment (for example, websites that link through to a third party's website/search engines)
• Special negotiated rates such as travel agent, staff, corporate or membership rates or rates that are only available to people who have subscribed to or become a member of a website
• Unauthorised resellers, for example, eBay
• Prices discounted by means other than money, for example, use of coupons
• Prices that are lower as a result of an error by the retailer (e.g. misquoted prices)
• Prices that Qantas is unable to verify, using reasonable means
• Fares offered under any promotion with a third party
• Fares available for purchase through anyone other than Qantas or a licensed travel agent
• Prices on a website not marketed to consumers located in Australia that is not operated by a company with an active ABN or ACN
• Resubmission of claims. Only one claim can be made for each booking, and that claim cannot be resubmitted or amended

I read that to mean a gift voucher, not a credit voucher.

 

[isdnman]

I read that to mean a gift voucher, not a credit voucher.

I booked with a gift voucher. Which is eligible.
Credit voucher from a previously cancelled booking will not be eligible.

 

[isdnman]

Just an update. This has been resolved by the price match team.
Thanks, Red Roo for bring this to the attention of the price match team.

So bottom line, read T&C very carefully before you submit your match request.
Because that might will be the only chance you have to make it right.

 

[opusman]

Because that might will be the only chance you have to make it right.

Unless you're able to embarrass them on social media

 

[Lone Wolf]

Glad to hear it was resolved and thanks for the update.

 

[Red Roo]

Unless you're able to embarrass them on social media

To clarify, there was nothing for the Price Promise team to be embarrassed about. They are tasked to remain consistent with the published conditions.

 

[CaptJCool]

If the price promise is reliant upon the roll of a loaded dice or Red Roo tape, then it becomes a waste of everyone's emotional energy. It's like going cap in hand asking......Someone needs to streamline the business process To make it easier and cheaper and personalised

Eg something like.

"If you see a lower price for the ticket you bought directly from Qantas on another Australian website later on the same day, you maybe eligible to make a claim for the difference. To help you get your claim right the first time, there's a few terms and conditions that apply.
We know people may use different Ways to book tickets (eg desktops, mobile devices) so Be sure to read the FAQs so you understand what you need to do on your device to capture the information we need to easily approve your claim "

is is that too hard to do ?

 

[trippin_the_rift]

is is that too hard to do ?

The price promise reads straight forward to me, and it's fundamentally no different than other guarantees offered by retailers, hotels, insurance companies except that you get 1 shot - which is fair IMO.

Personally, I think Qantas is screwing themselves out of a great revenue opportunity by copying what everyone else is doing.
What about something like this (disclosure: A major hotel chain I work with is testing similar).... During the checkout process have a checkbox "Yes, charge me an additional $10 and if these flights are, or becmoe cheaper on qantas or any of <list of sites> these sites within 24 hours - you receive an instant price drop and 5,000 points"

Not only does it turn pricing into a new revenue stream, it also has a higher psychological impact on the user since they believe Qantas is betting on their side with the added benefit of the user believing Qantas will pro-actively monitor other sites (something they can do VERY cheaply with the right partner). Any successful price drop found means the user has to be a QF FF member, and Qantas gets the additional added benefit of market price analytical data which can be used in real-time price differentiation eg: https://channels.theinnovationenterprise.com/articles/8649-how-big-data-is-changing-the-way-you-fly

Marketing will like it as it's a more streamline and has more power than the current price promise.
Marketing will love that it's a new proactive technology they can promote
Loyalty will love that it will push more FF memberships
Users will love that the burden is put back onto Qantas
Ancillary revenue will love the increased ARPU

And then also threads like this wouldn't pop up

Everyone wins - Problem solved - what's next RedRoo?

 

[medhead]

If the price promise is reliant upon the roll of a loaded dice or Red Roo tape, then it becomes a waste of everyone's emotional energy. It's like going cap in hand asking......Someone needs to streamline the business process To make it easier and cheaper and personalised

Eg something like.

"If you see a lower price for the ticket you bought directly from Qantas on another Australian website later on the same day, you maybe eligible to make a claim for the difference. To help you get your claim right the first time, there's a few terms and conditions that apply.
We know people may use different Ways to book tickets (eg desktops, mobile devices) so Be sure to read the FAQs so you understand what you need to do on your device to capture the information we need to easily approve your claim "

is is that too hard to do ?

With all respect to the OP, and I've refraining from repeating this point until now, they shouldn't've added the infant to the booking before the price promise was resolved. That is a complicating factor that I believe was the root cause of any failure in this case. IMO the OP caused this problem. That isn't an excuse for the price promise team, but I strongly believe the problem could've been avoided by the OP not complicating matters.

A big reason I haven't repeated this point is because I don't know the OP's time requirements. Maybe they had to fly at short notice.

 

[Punky]

After reading this it seems the problem here is that while technically per their stated rules they've rejected the follow-up (ammended/corrected) claim per their stated rules, but omitting *common sense* - and this seems lacking in many areas where the letter of the rules is followed almost blindly without allowing for the application of reasonable common sense.

There are those of us in the world that also suggest that reading and understanding terms and conditions is "common sense" as well.

 

[MEL_Traveller]

There are those of us in the world that also suggest that reading and understanding terms and conditions is "common sense" as well.

Within reason, yes. But terms and conditions should never be such that they negate the intention of what's advertised.

The 'book with confidence' guarantee is not primarily aimed as a benefit for passengers... it's designed to keep you on the QF website, and to book straight away without comparing other sites.

This way QF keeps their commission.

QF knows other sites will offer the same price, but if you stay and book with them they win. This is not a 'price beat' type offer - they don't take an extra 10% off. They only match it. And of course they exclude their hefty credit card fees from any price match.

So yes, we should read the terms and conditions, but when they are weighted to favour the airline, and primarily benefit the airline, we are right to question them and challenge them if they are unfair.

 

[gohlson]

Clearly the ACCC should consider this to be regulatory misadvice or at worst false advertising.

 

[zoomzoom]

QF are all about money, they are a profit driven company, what do you expect. Just shop around and buy the best deal. Don't expect loyalty from any airline. Spend your money where you get the best deal. Loyalty is something QF and others use to stop you optimising value. Buy the fare that is best for you.........step outside the loyalty circle, its very liberating .