Incorrect information you've been given by Qantas Contact Centre

[Ktan89]

It is true that a refund can only be made to the credit card of the original transaction. Even though your account is closed, your credit card account doesn't disappear. It would have been updated to a status of 'closed' when you closed it. The refund from Qantas (if processed correctly) would been received by your bank. You do have to contact your bank to recover your money.

Let's split this up to two parts.
1 - Yes, the bank will have your details on record and funds can still be transferred back to a closed account but funds can not be processed from closed accounts.

2 - Qantas can refund to another credit card. It's happened to me. The CSA first asked if I still deal with the same banking institute of my original payment card. I told her NO. She then advised me to send through a signed statutory declaration letter and they can process the transfer.
Funds came through anyway without sending the letter.

 

[Berlin]

Funds came through anyway without sending the letter.

Oh- how I love this! So much about this being a “security feature”.

 

[Ktan89]

As part of GF and my relatively simple ( compared to many on AFF) J award 280k redemption thingy, I decided to amend one leg from JNB-CPT to JNB-DUR.
I checked on AA.COM for availability and it was available.

So I rang up and was fairly promptly answered by a friendly, helpful lady in HB. I outlined the changes and she said that should be easy if the flight was available. Initially she said it wasn't and then when I offered that I felt it was she checked again and it was...
Then she offered to quote it up and we both felt there would be little to no change in the taxes.

On hold for a minute or two and lo and behold it was something like $120 extra in taxes per person or thereabouts. I thought, this just didn't sound right, so being the thinking individual that I am I asked to leave it as is and add in a further sector from PLZ back to JNB on a day which I also saw plenty of availability on AA.com.
Well, this was going to add a further $200 and something per person to the trip. By then I knew this was misinformation so finally I said to try just removing the Comair/BA flights all together to see if the refund would be much ( We have only a few days in Africa so am quite flexible, if any body is wondering) . Well Good Lord, that was going to require $11 per person in addition!

Anyway, I said I would think about it, thanked her for her time and wished her a pleasant afternoon.

Now, I know I don't post a lot on AFF but I am a regular reader and combined with my own experience, I thought about it for roughly two minutes and rang back. I was again promptly answered by an equally helpful lady in HB and after a brief request from me to ask if I could change this one leg and how much it would cost, I was put on hold again for a minute or so.
The response was along the lines of "That will be no worries Mr 180 and you will get a whole $1.22 refund per person." We had a good chuckle about this together, and shortly afterwards the new ticket was in the email and life was simple.

I did ask just out of curiosity how many people were working in that call centre at any one time and she indicated that it was usually around twenty five.

Such a vastly different response from two people in the same area at the same time.

I'm going through this change segment and pricing issue at the moment - hopefully my outcome is the same as yours.

 

[Rebekkap]

I’m with you! And you know what- some might say that such behaviour ‘is old-fashioned’ but I disagree: Never happened with airlines but I can’t even count anymore how often hotels have suddenly changed the rate or inclusions on their app ages after it was booked. And if it can happen with hotels, you never know whereelse this could happen.

Even my Millennial better half has started to print everything off, just in case. Experience makes smarter- and sometimes, just a tiny bit more ‘old-fashioned’.

I'm a fair bit older than a millennial, but given I would have the original eticket/hotel booking/train ticket/whatever available in my emails even if they managed to change it last minute in an app, I don't need a piece of paper as a security blanket!!

 

[MEL_Traveller]

I'm a fair bit older than a millennial, but given I would have the original eticket/hotel booking/train ticket/whatever available in my emails even if they managed to change it last minute in an app, I don't need a piece of paper as a security blanket!!

I prefer not to have to hand over my phone to immigration in countries where proof of onward flights or hotels is required, or to check-in staff wanting proof of onward or return travel. Paper copies solve that.

 

[KSC]

I prefer not to have to hand over my phone to immigration in countries where proof of onward flights or hotels is required, or to check-in staff wanting proof of onward or return travel. Paper copies solve that.

I still print on paper so I have a backup, if I lose my phone, app doesn’t work etc.
Also for same reasons for customs is some countries.
I still don’t feel fully confident to go paperless..

 

[Philjbod101]

This thread seems to have diverted from its intent to a discussion of banking rules or at least, opinions of same

 

[big_RED]

So what is the solution to all these issues due to poor onboarding/training of staff?

Is it a well regarded travel media company writing an article to gather some bad press, do we all submit a similar complaint to Qantas feedback which hopefully is based in Australia, is it a tweet to Alan J, or submissions to the ACCC about terrible service for paid goods?

It's unbelievable that this is still allowed to happen especially the unbelievable wait times, and complete lack of correct information. Qantas isn't bring held accountable at all.

 

[MEL_Traveller]

Is it a well regarded travel media company writing an article to gather some bad press...

Like who exactly? There aren't any that spring to mind.... at least ones that have a consumer advocacy focus. RIP Ben Sandilands

 

[GoldCanyon340]

Back in the day when I was CX Diamond (before all this P1 stuff) I called QF about a MEL-AKL flight operated by Jetconnect. I was told,no, I cannot access MEL F. Once inside MEL F I enjoyed two bottles of Bollinger (yes those were the days) and had a toast for every glass.

 

[Rangalad]

I still print on paper so I have a backup, if I lose my phone, app doesn’t work etc.
Also for same reasons for customs is some countries.
I still don’t feel fully confident to go paperless..

X2

 

[Rangalad]

Back in the day when I was CX Diamond (before all this P1 stuff) I called QF about a MEL-AKL flight operated by Jetconnect. I was told,no, I cannot access MEL F. Once inside MEL F I enjoyed two bottles of Bollinger (yes those were the days) and had a toast for every glass.

Playing devil’s advocate, there was quite a bit of confusion around at the time between Jetconnect and Jetstar.

 

[mflyer100]

Maybe a small issue from hindsight as Im sure it will be far an fewer, however, I wanted to change one of my reward flights MEL-DXB-MUC J to DXB then F to MUC(EK codeshared obviously). I had purchased this ticket with points, despite having written terms and conditions proving otherwise AND the online portal also confirming that I should be charged points + change fee under the old agreement. I was informed if i wanted to make a change over the phone I'd have to pay the new amount of points required and change difference.

So "apparently" 216k + change fee, rather than 192k + change fee.

Called back two days later, got through to Hobart and had it all sorted properly within 15 minutes.... What will we do without them.

 

[Mattg]

Playing devil’s advocate, there was quite a bit of confusion around at the time between Jetconnect and Jetstar.

And if anyone ought to have known the difference, it would surely be Qantas!

 

[big_RED]

Like who exactly? There aren't any that spring to mind.... at least ones that have a consumer advocacy focus. RIP Ben Sandilands

Agree, however was thinking the SMH or traveller.com.au or something similar?

 

[KarenD]

What about errors that work in your favour? I too have dealt with confusion and incompetence at the call centres. I find the AU/NZ call centres to be much easier to deal with as at least they understand your question the first time you ask and can have a conversation with you. The offshore call centres are so heartless and cold to deal with.

Anyway, I called a few years ago to change a class award business class flight from LAX > MEL > SYD to direct LAX > SYD about a week out from departure, as availability came up for the direct flight. Got the flight changed and all fine. Then was told I will get a partial refund due to the change of route. Cool. They refunded the entire price i paid for the return flights, around $2000 in taxes and surcharges. This was the NZ call centre. It didn't even click with them that it sounded like too much. Gave me some extra spending money in the US anyway.

AND recently I called to add a segment to a SYD > DOH flight, to continue on to LHR. Also classic award business class. I got the flight added, offshore call centre so it was a nervous wait to make sure he added the correct flight on the correct day, anyway it was apparently an extra $35 and 96,000 points. I was charged the $35 but i still have all my points. It's been about 5 months now so I assume I am never going to be charged the points.

Sometimes terrible systems and lacklustre controls can work in our favour haha

 

[boomy]

Was told by many different agents that it’s possible to use more than one gift voucher to book flights online then tried to charge service fee for doing that over the phone.

Every time there is an issue with the website (and there are MANY issues ALL the time) I have to call in order to complete bookings. Again many agents try to wrongly charge booking fee forgetting the basic rule - if it can’t be done online there is no fee over the phone.

Recently I wasn’t able to select seats online and had to call each time (very annoying). Was told the reason was because I tried to select seat that is different from the preferred seating in my profile so I should delete any preferences and then online seat selection will work. Guess what...

 

[Rebekkap]

I prefer not to have to hand over my phone to immigration in countries where proof of onward flights or hotels is required, or to check-in staff wanting proof of onward or return travel. Paper copies solve that.

Each to their own of course, but that seems a tad paranoid... what do you think they can do to your phone in the 30 seconds or so they're holding it with a specific app or PDF open?

 

[KSC]

Each to their own of course, but that seems a tad paranoid... what do you think they can do to your phone in the 30 seconds or so they're holding it with a specific app or PDF open?

They may actually take your phone longer than 30 seconds, goto a back room with your device etc.
Or you could have just lost your phone (worst case scenario).

 

[Kremmen]

The reason this exists is because the card schemes require it for money laundering reasons.

Nope. They require it because it removes opportunities for manufactured spending and for fraud.

Does this mean the ploy where you purchase a fully refundable $$$ ticket to meet bonus spend on a new CC, get the points, cancel the CC and then get a refund for the ticket is good to go?

Yes, that is what the rule is really to stop. Or just repeatedly purchase refundable tickets on a points-earning card and refund them to a non-points card/debit card/etc.