Pickpocketed in Bangkok: by Qantas

[Gold Member]

Sorry to hear about your complete SNAFU with Qantas. I hope you get a speedy resolution via CC chargeback.

It never ceases to amaze me the number of loyal rusted on QFF’ers that endure such appalling and contemptuous customer service. They then justify it somehow and forgive Qantas for a “once-off”. Anecdotal evidence over many years now has concluded that for most QFF’ers without Platinum status, this is simply the new Spirit of Australia expressed by our National Carrier.

I’m not suggesting that this is you, but I’m curious - after so many years of loyalty, and noting that you no longer hold Elite status, do you now go elsewhere, or do you give them another chance? If not now, what else would it take for you to change your spending and flying habits?

There are so many better Airline Frequent Flyer Programs available in this highly competitive market.

 

[kpro]

I'm thinking the charge back might require a bit of a fight. Technically the $1900 transaction was fulfilled. Qantas can show an e-ticket was issued and even though that purchase might have been in error, the OP actually utilised that purchase by flying that flight on that ticket.

If the OP had a receipt or documentation that shows that only a change fee was supposed to be charged, that might help. Though I get the feeling he/she received an e-ticket in an email showing the charge of $1900 for a new flight.

 

[Daver6]

On Thu 06FEB I called Qantas at 13:06 BKK time to request a change to my return flight from 07FEB to 06FEB as my wife was not well. Despite the tickets being booked through a travel agency, the QF agent took pity on me and confirmed I could change to dep 18:00 BKK time on Thu 06FEB for INR980 (NZD20.40), which I accepted. My Visa was charged at 13:37 BKK time and I was advised an updated e-ticket would be issued and emailed to me. My QF app already showed the new flights. (Note this is ~4 hours prior to the new departure time.)

One thing that doesn't make sense to me. Why did they try charging you in INR given a ticket isn't being issued from India?

As others have said though, credit card chargeback is going to be the least painful way to get this resolved. You didn't authorise a payment. End of story.

 

[offshore171]

I'm thinking the charge back might require a bit of a fight. Technically the $1900 transaction was fulfilled.

It was essentially a double charge. The passenger already had a fully paid flex ticket for the trip home.

Pretty poor show by Qantas here.

 

[FlyingScotsman]

Sorry to hear about your complete SNAFU with Qantas. I hope you get a speedy resolution via CC chargeback.

It never ceases to amaze me the number of loyal rusted on QFF’ers that endure such appalling and contemptuous customer service. They then justify it somehow and forgive Qantas for a “once-off”. Anecdotal evidence over many years now has concluded that for most QFF’ers without Platinum status, this is simply the new Spirit of Australia expressed by our National Carrier.

I’m not suggesting that this is you, but I’m curious - after so many years of loyalty, and noting that you no longer hold Elite status, do you now go elsewhere, or do you give them another chance? If not now, what else would it take for you to change your spending and flying habits?

There are so many better Airline Frequent Flyer Programs available in this highly competitive market.

Thanks Gold Member, I hope so too - it's quite a bizarre situation. As a general rule of thumb, I would have thought one of the least likely places to be taken advantage of would be inside a major international airport at the check-in counter of a reputable global airline under the care of its representatives (whether contractors or not, it shouldn't matter imo).

I have definitely experienced a decline in customer service by Qantas over the years. My main reasons for continuing to fly QF are: 1) routing; 2) safety record; 3) habit/comfort; 4) I'm most of the way towards lifetime Gold - I know this is probably a classic example of sunk cost fallacy.

Until this year, I have a held a minimum of OW sapphire (mostly Emerald) and Star Alliance Gold concurrently. My go-to airlines are CX, SG, NZ, QF and EK, mostly as a product of where I live - though I've travelled Finnair a bit too. So my travel is diversified, but perhaps I'd be better concentrating on one FF program rather than spreading my loyalty.

I hopefully have a few decades of travel ahead of me, so should probably start from scratch again.

 

[FlyingScotsman]

I'm thinking the charge back might require a bit of a fight. Technically the $1900 transaction was fulfilled. Qantas can show an e-ticket was issued and even though that purchase might have been in error, the OP actually utilised that purchase by flying that flight on that ticket.

If the OP had a receipt or documentation that shows that only a change fee was supposed to be charged, that might help. Though I get the feeling he/she received an e-ticket in an email showing the charge of $1900 for a new flight.

I have enough documentation to prove that Qantas double-booked me on the same flight under two separate bookings (I don't know how this can happen) and that the original itinerary change was approved and executed directly by Qantas (updated booking, transaction in online banking).

I boarded the return flight believing I was travelling under the original booking - Qantas' check-in staff did not make any mention of the fact that they'd just used my credit card to purchase new tickets. This is the part that I find most distressing.

 

[FlyingScotsman]

One thing that doesn't make sense to me. Why did they try charging you in INR given a ticket isn't being issued from India?

As others have said though, credit card chargeback is going to be the least painful way to get this resolved. You didn't authorise a payment. End of story.

I believe the original booking, which was arranged by the organiser, was paid for in INR as it was booked via an India-based TA.

When I called Qantas to change that booking, the change fee offered and accepted was also in INR. I guess they had to quote in the same currency as the booking was made?

 

[kpro]

Qantas' check-in staff did not make any mention of the fact that they'd just used my credit card to purchase new tickets.

Did they just take your card and process it as a card-not-present transaction, or was there an eftpos machine used somewhere with pin?

 

[Pushka]

At any stage were you asked to provide a pin or anything to process this extra payment? If not then it's a fraudulent transaction on your card as it must have been authorised by you 'someone' to make the charge.

 

[DC3]

… I can only get through to a QF office that seems to be outside ANZ - and the conversations end up heavily scripted …

Let me guess. Manila?

 

[FlyingScotsman]

Did they just take your card and process it as a card-not-present transaction, or was there an eftpos machine used somewhere with pin?

Good question, here's exactly what happened:

I presented at Qantas check-in at BKK a little after 15:00 on 06Feb for a 18:00 flight. I explained to the check-in agent that Qantas had updated my booking that afternoon (showed her my app). She called over a male colleague. I was asked to wait while they called ticketing. About two minutes later, the male colleague came over while speaking on his phone. He asked to see the card I'd used to make the booking change. I handed it over while he stood next to me and spoke to whoever he was speaking to in Thai. The call ended, he handed my card back and said it had been solved. I walked back to the check-in counter, was handed my paper boarding pass and proceeded to immigration.

At no stage was I ever asked for consent to charge my card nor informed a new ticket was issued.

Post automatically merged: Yesterday at 2:23 PM

At any stage were you asked to provide a pin or anything to process this extra payment? If not then it's a fraudulent transaction on your card as it must have been authorised by you 'someone' to make the charge.

No. See my recent response to kpro's question.

 

[FlyingScotsman]

Let me guess. Manila?

Based only on accents, yes

 

[kpro]

Good question, here's exactly what happened:

Okay so it was processed over the phone as card-not-present. That does help a lot.

Out of curiosity, does anyone know if QF has any ticketing offices at airports that can physically process a payment without having to call someone?

 

[sudoer]

Despite the tickets being booked through a travel agency, the QF agent took pity on me and confirmed I could change to dep 18:00 BKK time on Thu 06FEB for INR980 (NZD20.40), which I accepted. My Visa was charged at 13:37 BKK time

Take screenshots of this charge ASAP in case the authorisation falls off your credit card - it will be crucial in the chargeback argument.

 

[NM]

Is it possible that Qantas cancelled and refunded the return portion of the original ticket (it was a flexible fare), with the refund going back to the TA who made the original booking, and then created a new booking for the return flight, charged to the traveller's credit card? If that is the case, then from QF's perspective, there is no double charge for the flight. One was refunded and a new ticket created. The difficulty here is that the refund of the original ticket goes back to the TA and the new ticket issue is charged to the passenger.

So while the difference in the fare may have been very small (equiv NZ$20), the process of refund (to TA) and issue new ticket (using pax supplied CC) was unexpected and not explained accurately by the airport staff. But since the original ticket was issued by the TA and can only be modified by that TA, the only option for the airport staff is to cancel and credit the refund back to the original purchaser (the TA) and then take payment for the new ticket to be issued.

If this is the case, then the only financial recompense would be via the original TA who would by now have (or soon) received the refund.

And if this is the case, then QF's culpability is the poor communication with the passenger - which really is is not excusable.

 

[FlyingScotsman]

Take screenshots of this charge ASAP in case the authorisation falls off your credit card - it will be crucial in the chargeback argument.

It's one of the first things I did. Qantas has already acknowledged in writing that the charge was made

 

[Kerrodt]

I think disputing the charge on the credit card as an unauthorised transaction is your best course of action at this stage

Just do this.

 

[offshore171]

Is it possible that Qantas cancelled and refunded the return portion of the original ticket (it was a flexible fare), with the refund going back to the TA who made the original booking, and then created a new booking for the return flight, charged to the traveller's credit card? If that is the case, then from QF's perspective, there is no double charge for the flight. One was refunded and a new ticket created.

Possible I guess, but it would be unusual way to deal with a simple date change on a flex ticket.

Certainly shouldn’t be done this way without the passengers consent or the passenger requesting it.

airport staff. But since the original ticket was issued by the TA and can only be modified by that TA, the o

Isn’t there some provision that once the itinerary has commenced, then the airline doesn’t have to deal via the TA?

And if this is the case, then QF's culpability is the poor communication with the passenger - which really is is not excusable.

These calls are recorded. If there’s a dispute OP can request QF to review what he asked the agent to do.

 

[FlyingScotsman]

Is it possible that Qantas cancelled and refunded the return portion of the original ticket (it was a flexible fare), with the refund going back to the TA who made the original booking, and then created a new booking for the return flight, charged to the traveller's credit card? If that is the case, then from QF's perspective, there is no double charge for the flight. One was refunded and a new ticket created. The difficulty here is that the refund of the original ticket goes back to the TA and the new ticket issue is charged to the passenger.

So while the difference in the fare may have been very small (equiv NZ$20), the process of refund (to TA) and issue new ticket (using pax supplied CC) was unexpected and not explained accurately by the airport staff. But since the original ticket was issued by the TA and can only be modified by that TA, the only option for the airport staff is to cancel and credit the refund back to the original purchaser (the TA) and then take payment for the new ticket to be issued.

If this is the case, then the only financial recompense would be via the original TA who would by now have (or soon) received the refund.

And if this is the case, then QF's culpability is the poor communication with the passenger - which really is is not excusable.

I wondered that also, but it doesn't seem logical that Qantas would cancel a perfectly legitimate booking that had already been updated instead of just pushing a button to issue an e-ticket.

Last reply from Qantas (24 Feb) for the record:
"We have reviewed your case for [the original booking] and can confirm that the amount of INR 980.00, which had been deducted for voluntary change, will be reversed back as no documents were issued. Additionally, we can see that you have not utilised your tickets. Should you wish to discuss this booking further, please contact your Travel Agent for assistance.

However, for [the new booking], we can see that this booking was created directly on the website. As you have successfully flown on these tickets, we are unable to process a refund."

It's not clear to me from the above that Qantas has issued a credit for the part of the original booking not utilised. I've reached out to the organiser, as I don't have a direct line to the TA.

 

[FlyingScotsman]

Possible I guess, but it would be unusual way to deal with a simple date change on a flex ticket.

Certainly shouldn’t be done this way without the passengers consent or the passenger requesting it.



Isn’t there some provision that once the itinerary has commenced, then the airline doesn’t have to deal via the TA?



These calls are recorded. If there’s a dispute OP can request QF to review what he asked the agent to do.

iirc there was something along those lines on the pre-recorded message when I called the contact centre "If you're travelling in the next 24 hours". I don't recall the exact wording, but yes - it is possible they can bypass the TA

I've also emphasised this point in my complaint to Qantas Customer Care