Qantas and their service - or lack there of.. (a small vent)

[HPI]

Hi All,

Im a regular commuter for work nearing platinum (next couple of weeks).
I booked a personal trip for overseas travel. The next night, they put on a huge sale (slightly changing the first stop) but end location and travel time was the same.
I tried calling them, not interested in helping - just received - well you can cancel them if you want....
So i contacted their facebook page, they were happy to amend the trip, you will receive new tickets and $xx_ refund (including xx_ points refund) within 24 hours.

24 hours later, nothing, call them - thats a seperate business so wouldnt help, again.
Contacted the messenger person, received a different person who said that it wasnt done and they cant/wont help me.

Not sure what i was thinking expecting anything different. However just goes to show that Qantas wont go above and beyond to help regular/loyal customers.

 

[TheInsider]

So you are wanting a refund because the next day the fare was cheaper basically? I'm not understanding the points refund part.

 

[HPI]

So you are wanting a refund because the next day the fare was cheaper basically? I'm not understanding the points refund part.

ah missed a bit of vital information sorry.
I paid for the whole fair (which was circa $3200) points + cash
The following day, flights were around $2500 total.

 

[Bwtt]

Would it have been easier to just cancel and rebook? Assuming you were within the 24 hours window?

 

[RichardMEL]

Yeah, seems you were given the correct advice first up (depending on the timing) - to cancel (could have done online) and rebook because cancel would have been free within 24 hours of booking.

I would also think points+pay would complicate things for some agents (not an excuse, but just possibly a factor).

So you're still with the original fare and think it's not fair?

 

[HPI]

Would it have been easier to just cancel and rebook? Assuming you were within the 24 hours window?

Yeah but with points tied into it i didnt want to waiver those as a result

Yeah, seems you were given the correct advice first up (depending on the timing) - to cancel (could have done online) and rebook because cancel would have been free within 24 hours of booking.

I would also think points+pay would complicate things for some agents (not an excuse, but just possibly a factor).

So you're still with the original fare and think it's not fair?

I still have the original booking, which is all fine. More frustrated that each different party doesnt work together or have the same rules and regulations. If the messenger had of said nothing i can do, then it would have been put to bed. But they offered the refund/points return and then reneged on it.
Just frustrating more than anything.

 

[love_the_life]

Them's the breaks IMO.
A bit like buying a dress for full price and then the next day they are on sale - stiff - OR I could return the dress to get a refund and then rebuy. Nobody would expect a shop to offer the difference in cash. If you were happy to pay the original fare, it is best to shut your eyes!
Sounds like the first advice was correct. Personally I don't think I would ever trust FB even though supposedly a company page. And yes, if they had said nada then that was it.
Sorry - it is annoying but you are lucky to have the original booking - who knows what QF could have done with it
On the other hand, good to have a bit of a vent. Now to look forward to the trip.

 

[Vic]

Yeah but with points tied into it i didnt want to waiver those as a result

I'm not sure what this means. The points can be refunded - less any fees. In fact points come back quicker than cash, IME

 

[encryptededdy]

Even with points + pay, if you cancel within 24 hours, you will get a full refund.

Do you mean you're worried that the points won't come back instantly? If so that's a reasonable worry, but in my experience it's pretty quick.

 

[HPI]

Them's the breaks IMO.
A bit like buying a dress for full price and then the next day they are on sale - stiff - OR I could return the dress to get a refund and then rebuy. Nobody would expect a shop to offer the difference in cash. If you were happy to pay the original fare, it is best to shut your eyes!
Sounds like the first advice was correct. Personally I don't think I would ever trust FB even though supposedly a company page. And yes, if they had said nada then that was it.
Sorry - it is annoying but you are lucky to have the original booking - who knows what QF could have done with it
On the other hand, good to have a bit of a vent. Now to look forward to the trip.

yeah i agree!
Not long now!!

Even with points + pay, if you cancel within 24 hours, you will get a full refund.

Do you mean you're worried that the points won't come back instantly? If so that's a reasonable worry, but in my experience it's pretty quick.

Yeah i wasnt sure if they would just disappear etc, so was on the side of caution.

Never mind! is what it is

 

[ferntree]

Not sure what i was thinking expecting anything different. However just goes to show that Qantas wont go above and beyond to help regular/loyal customers.

You'd like "above and beyond"? Man, I'd gladly settle for just "acceptable."

 

[HPI]

You'd like "above and beyond"? Man, I'd gladly settle for just "acceptable."

ahhhahaha , well yeh that to