Extra legroom charge not refunded despite being told it had been

[Cloud9]

Grrrrr. Just a brief rant, but better out than in.
Just submitted yet another "customer care form" (why can't they just say "Complaint"?).
Paid for an extra legroom seat very recently (wasn't a long haul, so could tolerate Y), and got punted to another flight at the last minute. Was told by the "premium" team on the phone that the charge had been refunded to me.

Well, we're now two weeks on and absolutely nada showing back up on my credit card.

I can tolerate a fair bit. But I can't tolerate actually being lied to: now, I'm not saying it was the individual on the other end of the phone's fault - but if the Qantas system tells them the fee's been refunded and it hasn't been, it's nevertheless still a lie when they relay it to me down the line.

Guess I'll just sit and stew for another four or five weeks until anyone bothers to reply with the usual "we're sorry we didn't meet our usual high standards on this occasion" and they punt another measly 10k QP in my direction to hush up.

/end_rant

 

[RealtimeY]

Credit card chargeback?

 

[Cloud9]

Credit card chargeback?

If I don't hear back within a fortnight, I will. Need to at least have some evidence that I've tried getting in touch with them before pushing for that.

I mean, the alternative would be to go to the ACCC with a formal complaint, I suppose...

 

[TheInsider]

If I don't hear back within a fortnight, I will. Need to at least have some evidence that I've tried getting in touch with them before pushing for that.

I mean, the alternative would be to go to the ACCC with a formal complaint, I suppose...

ACCC will not do anything for individual complaints.

Try and use this link

https://www.qantas.com/au/en/manage-booking/refunds.html

 

[RooFlyer]

ACCC will not do anything for individual complaints.

Yes, but coughulatively, they do. If individuals don't complain to the ACCC, how does the ACCC know what's happening to consumers?

ACCC publish their 'companies being complained about the most' and that should at least prompt those companies to look at what they are doing wrong, as far as their customers are concerned.

But not always (August 2023)

The ACCC continues to receive more complaints about Qantas than about any other business. Last year alone the ACCC received more than 1,300 complaints about Qantas cancellations, accounting for half of all complaints about Qantas reported to the ACCC.

 

[Cloud9]

ACCC will not do anything for individual complaints.

Try and use this link

https://www.qantas.com/au/en/manage-booking/refunds.html

Cheers - I'd already submitted that before putting in my complaint as well.
Maybe one of them will be responded to within a fortnight. Not holding my breath. They truly are shocking.

 

[Captain Halliday]

Don’t hold your breath @Cloud9

I’m now four weeks and counting after submitting a formal complaint.

No response at all.

Not even an auto-reply with a case number.

 

[RooFlyer]

Cheers - I'd already submitted that before putting in my complaint as well.

ACCC

I’m now four weeks and counting after submitting a formal complaint.

ACCC

 

[Cloud9]

Cheers - I'd already submitted that before putting in my complaint as well.
Maybe one of them will be responded to within a fortnight. Not holding my breath. They truly are shocking.

Got the charge refunded this morning

Still haven't heard back at all from the frequent flyer team about them amending status credits for me for a leg where I was stuck in BA's F cabin... was hoping on those credits smashing the line for a free SG card for a mate.