Qantas Accused of Price Gouging

[anthracen]

You must have a flight credit and not a travel pass. TPs do not restrict the destinations or the passenger that they can be used for. Only restrictions are 2 year expiry and that needs to be used to book via QF (although can be on a partner operated flight).

I used one of my TPs on a completely different route than that which it was issued for, no drama at all.

 

[servicerequired]

It absolutely pains me that QF cannot be straight up and transperant to the average punter about their fare credits.

I have that many credits that have just disappeared into oblivion - I enter the booking reference on the website, and the website just just returns to the home page ... credits I know that are absolutely 100% valid.

The only way to 'dig' these credits out of the QF system is to call 13 13 13.

Unfortunately, not even Gold status seems to provide any efficiency on what I claim to be Australia's most useless customer service facility.

Absolutely ridiculous for a company that is very lucky to be perceived still as the national carrier, and makes that claim themselves with the issuing of every press release.

Don't get me wrong, I'm a huge QF supporter - and what they provide to the regional towns that I live and work in, we would be absolutely lost without - the alternative SAAB service doesn't do anything justice.

Nonetheless - cough customer service will kill you eventually - and QF need to be named and shamed for their cough IT system that still can't bring credits up on the website (per my note above), and the pointless 13 13 13 contact centre, I think its only open for regular callers between 6 AM and 7 AM?

Further to my rant above - the credits which I have been able to utilise online (I am certain this is simply an advantageous system glitch) ... when you go to use the credit, it seems that all fare categories default to a higher fare bucket. Lets assume the credit amount is $100. If you compare the same flight and categories via the standard website booking features (sans credit usage), you might see for example Red-E-Deal at $100 ... but via the booking system utlised when claiming the credit, the Red-E-Deal is instead at (for example) $129.

I just get the coughs - I'll pull my credit card out and pay the extra $29 - who can be rooted with waiting an unknown quantity of hours on hold to 13 13 13?

I certainly can't ... as someone who has a prety full on job in sales - I don't have time to wait 1 hour on hold - let alone 2 or 3 hours - and absolutely not let alone 5 hours!

I'd rather see QF increase all of their fares significantly - and actually have good customer service, and a call centre that can answer a call, ideally, with an Australian, within a maximum of 30 minutes.

We would simply not exist in our business if we gave customers service like that - and I can absolutely assure you, that we have staff that provide absolutely cough customer service - they'd be better off just cutting the call if the call centre is unable to answer within 30 minutes - don't waste your customers' time.

(sorry for the rant - I would just like to know where all my credits are, honestly - I book them all with my QFF number, so WTF - why aren't QF proactively pushing these back out to their clientele?)

I think I can reasonably assume that AJ and all of the senior management team would probably agree with 99% of what I've just banged on about - hopefully someone in QF land is reading this and pushes the cause ... I don't have time to chase cough like this, but someone out there will, and it will wind up exactly like the banks and their fees for no service remediations - the average joe blow wants 100% of his or her $$$ value returned if no service is provided, and some willing benefactor will bankroll their cause - and a court, with the precendents set during the 'COVID period' - would most certainly rule in line with the consumer and common sense.

Rant over.

 

[servicerequired]

I think if they say the credit has to be used for a fare of equal or greater value it kind of implies there might be a fare of *equal* value… not the next fare class up which could be hundreds of dollars more?

Exactly - delete 'equal' from the Ts and Cs if it is not relevant.

... and please do not continue to utilise 13 13 13 as a solution, at least until your customers have an opportunity to speak to your staff within a 'reasonable' time period.

Friendly suggestion - introduce a 'Call me Back' feature to 13 13 13.

OR

This one is even better - lets 'enhance' the service, and make it self service ... oh yeah, I forgot, the self service one doesn't actually do 100% of what it is (presumably) intended to do!

 

[anthracen]

You must have a flight credit and not a travel pass. TPs do not restrict the destinations or the passenger that they can be used for. Only restrictions are 2 year expiry and that needs to be used to book via QF (although can be on a partner operated flight).

I used one of my TPs on a completely different route than that which it was issued for, no drama at all.

Update: Qantas have my loyalty back. Qantas have professionally and meaningfully engaged with me via the frequent traveller email after I explained that even my family flight (BNE-MEL-HOB and return) as late as 29 Dec 21 was cancelled. Just booked my trip to Europe for Christmas and I will put my six Travel Passes to good use!

 

[kyle]

I'd rather see QF increase all of their fares significantly - and actually have good customer service, and a call centre that can answer a call, ideally, with an Australian, within a maximum of 30 minutes.

When you say Australian, do you mean someone here in Australia, or someone without a foreign accent? You do realise that many people with accents work in Aussie call centres too. Just talk to the ATO for example.

 

[MEL_Traveller]

I'd rather see QF increase all of their fares significantly - and actually have good customer service...

Ummm... or just make slightly less profit out the of the billion or so dollars they make outside of covid.

 

[servicerequired]

When you say Australian, do you mean someone here in Australia, or someone without a foreign accent? You do realise that many people with accents work in Aussie call centres too. Just talk to the ATO for example.

Absolutely mate, I'm highlighting the variance between the Tasmanian call centre and the others.

 

[Port Melb Cowboy]

I suspect the issue here is the 'base fare must be equal or higher value than the original base fare' rule is in play. QF reinstated this rule last year I believe for tickets issued on/after 1st Oct.

If they originally paid for a higher fare and want to use the credit for a cheaper date later, then they get stuck with paying the higher fare.

Assuming that this is the scenario, then QF hasn't done anything wrong.

It's listed here: https://www.qantas.com/au/en/manage-booking/credit-vouchers.html



VA has never cared about the new flight being equal or higher value, both now and pre-covid. Their travel bank system, a feature of Sabre, is very good.

SQ you can use the credit across two bookings.

BA and AA you can use the credit across multiple bookings.

QR, JL and NH will refund all tickets, regardless of reason, in full.

LH/LX/OS/SN require equal or higher value unless it's a flex fare then you're allowed to go down in value.

Had Business class fares Mel - Ade booked for June long weekend last year. Had to cancel & get vouchers. Tried to use the vouchers for Sydney in November, and just as I was about to press send I noticed they were charging me $750 one way for an economy seat. To Sydney hahahahahaha.

Still got those vouchers sitting there but at least they extended the life of it (an extra 18 months to use) and we will likely now put them towards Singapore or LAX.

 

[BudgetFly]

I have a flight credit for myself and child 1. I found flights and am happy with the deal.
However I cannot proceed because I want the new flights to be for child 1 & child 2.
No go. No name changes allowed.
Obviously this sux greatly. I am the great provider, my money was used for my family
members but I can't rebook for other children.
Back in the day I would call Qantas.
Would anyone know if I can book the flights for myself & child 1 then pay for a name
change (for child 2). Or something?!

 

[CMA222]

Activity Unavailable - Australian Competition and Consumer Commission - Citizen Space

This site contains consultations that are run by Australian Competition and Consumer Commission.

consultation.accc.gov.au

Closes 7 April

 

[kangarooflyer88]

Had Business class fares Mel - Ade booked for June long weekend last year. Had to cancel & get vouchers. Tried to use the vouchers for Sydney in November, and just as I was about to press send I noticed they were charging me $750 one way for an economy seat. To Sydney hahahahahaha.

Still got those vouchers sitting there but at least they extended the life of it (an extra 18 months to use) and we will likely now put them towards Singapore or LAX.

Must be upper deck on a QF 747 flown in from the desert with business lounge access

-RooFlyer88

 

[Georgefink]

In our case I purchase 5 Red E deal tickets to Qld in Dec 2021, $2400ish. We postponed the trip due to Omicron, received the voucher no problem. Upon re booking for Easter, I booked the flights and times I wanted on Red E deal, $2700 ish, no problem with $300 increase. Went to use my voucher and was not able to. Figured out how to apply the voucher before selecting flights and tried to re book the same flights. While able to book the same Red E deal flight outward on the return leg all the Red E deals were greyed out on all flights for that day (and the day after) leaving my only option of Flex pricing, this resulted in a cost of $3700.

I double checked that I could still book them without the voucher for $2700 no problem before contacting QFF…….. no luck with them so paid the extra $1300 over the Christmas flights vs the extra $300 if I didn’t used the voucher and coughed up the $2700.

It’s not good enough that the Red E flights are not available on the return leg. This has happened 4 times now for work trips, so must be policy. It really makes me mad that this gouging is allowed. Im a LTG and Plat QFF for last 10yrs.

 

[aikman]

As reported by 7 News, QF's response to the price gouging is that it does not have control over its fares. So there you go.

 

[kangarooflyer88]

As reported by 7 News, QF's response to the price gouging is that it does not have control over its fares. So there you go.

They aren't lying. I mean they have no control over the price passengers pay that's really up to market forces. What they do however have control over are the fare buckets you can access, particularly when using one of their discount coupons for a cancelled flight.

-RooFlyer88

 

[TheInsider]

They aren't lying. I mean they have no control over the price passengers pay that's really up to market forces. What they do however have control over are the fare buckets you can access, particularly when using one of their discount coupons for a cancelled flight.

-RooFlyer88

There is/was a difference between a voucher when Qantas cancelled and one where a passenger chose it voluntarily.
Qantas cancelled - any fare available with difference into a new voucher.
Passenger chosen - same fare price or higher.

 

[kangarooflyer88]

There is/was a difference between a voucher when Qantas cancelled and one where a passenger chose it voluntarily.
Qantas cancelled - any fare available with difference into a new voucher.
Passenger chosen - same fare price or higher.

I wonder how many of those rusty travellers on the phone with Qantas are calling to rebook using their vouchers which Uncle Alan says can be completely done online in a self-service manner, so long as you are willing to pay top dollar to rebook your flights. Then again, you would be saving time doing so, and time is money!

-RooFlyer88

 

[kangarooflyer88]

Interesting quote from a recent article on news.com.au on the alleged QF price gouging:

Choice is running a petition calling for fairer travel rights.

According to the group’s recent research, one in five people have been unable to use their vouchers after their flights were cancelled due to Covid-19.

Among those who could use their voucher, 44 per cent were forced to pay more than the original cost of the flight.

Seems like an awfully high number of folks can't effectively use their voucher and many more who end up paying more just to have the privilege to use that discount coupon! QF could fix this at any time by simply putting it into a voucher that can be used across the board for any sort of travel on QF. This would effectively kill two birds with one stone: eliminate the bad reputation QF has developed as an opportunist and price gouger, and more importantly for those of us who fly regularly with QF will mean we can actually reach their contact centre for urgent matters rather than being on hold while they help someone who is figuring out how to navigate the byzantine flight coupon system they're running.

-RooFlyer88

 

[encryptededdy]

I still think the worst part of this is not the "same fare price or higher" rule - I think that is relatively fair (although could be better documented). The bigger issue is that this is implemented by limiting you to only access higher fare buckets, instead of allowing you to book any fare and just forfeiting the rest of the credit.

The Qantas website states this;

- the new fare amount (which excludes carrier charges, fees and taxes) must be equal to or higher than the original fare. Any applicable fare difference applies. Only fares you can book with your Flight Credit will be shown when redeeming it.

I think it is absolutely not clear whatsoever that this means that you're forced into higher fare buckets. I think the vast majority of people will read this as "if the flight I want to book is $200, and I have $250 flight credit, I should be able to book it (and forfeit the $50)". Nobody expects it to mean "if the flight I want to book is $200, and I have $250 flight credit, I will have to book a $300 fare and pay $50 extra to book the flight".

 

[TheInsider]

Interesting quote from a recent article on news.com.au on the alleged QF price gouging:

Seems like an awfully high number of folks can't effectively use their voucher and many more who end up paying more just to have the privilege to use that discount coupon! QF could fix this at any time by simply putting it into a voucher that can be used across the board for any sort of travel on QF. This would effectively kill two birds with one stone: eliminate the bad reputation QF has developed as an opportunist and price gouger, and more importantly for those of us who fly regularly with QF will mean we can actually reach their contact centre for urgent matters rather than being on hold while they help someone who is figuring out how to navigate the byzantine flight coupon system they're running.

-RooFlyer88

Nah, too easy. This is a customer problem caused by their customers.

Remember also, Qantas don't set the prices for their fares.

 

[AIRwin]

Response from a lady from my gym when I forwarded her the link to an ABC News article on the ACCC investigation:
"I saw the news about this tonight. I think many people are fed up with Qantas and I am one of them."