Qantas flight credits online - rort or system issue?

[HappyFlyerFamily]

What's the likely issue if I cannot even search for flights after inputting the flight credit details?

It claims it is a partial flown flight credit and I need to contact them, but I definitely haven't started any of the itinerary.

 

[Jleno]

Bronze here.

Called QF twice. After close to 45 mins wait each time and each time I received an operator that didn't sound like they were based in Australia (with bad connection line too).

I had a flight credit from a previously cancelled one-way flight. Wanted to use the flight credit ($198) for a one-way SYD-BNE that is available online for $126 but was told that by using the flight credit it would 'cost' about $191 (leaving about $7 remaining in credit).

Maybe this is another example of the 'fare conditions' issue others mentioned above but this is such BS bordering on a consumer protection / fair trading issue. Credit should be actual credit, not credit devalued by a different category of prices available to redeem them on.

 

[Jleno]

What's the likely issue if I cannot even search for flights after inputting the flight credit details?

It claims it is a partial flown flight credit and I need to contact them, but I definitely haven't started any of the itinerary.

That's what happened to me. Good luck with calling them. Maybe the reason you need to call them is because the price at which you can use them on will be different (ie higher) to what you could otherwise pay for them with a new booking.

 

[jb01]

What's the likely issue if I cannot even search for flights after inputting the flight credit details?

It claims it is a partial flown flight credit and I need to contact them, but I definitely haven't started any of the itinerary.

I have the same problem. I need to book now using the credit that’s been sitting since March 2020, but have the same message.
I’ll be on the phone to them tomorrow.

 

[Cognac]

Has anyone else had a flight credit just taken away from their account? I've just logged in and realised there's one missing...

 

[serfty]

Has anyone else had a flight credit just taken away from their account? I've just logged in and realised there's one missing...

Yes - I always keep a record of PNR's etc.

 

[RichardMEL]

The word you are looking for is... "enhanced"

(and I too keep a file with dates, amounts and PNRs)

 

[Cognac]

Yep. I sent in a complaint with the PNR attached just asking where it was, and received a phone call this morning.

A very apologetic Angie basically said it was an issue with the system. The flight credit is still there, allocated to me, and valid until the end of 2023, but I can't access it online. So when I want to use it I will have to call up.

I recommend anyone with multiple credits check through their files. I suspect I am not the only one.

I get that sometimes systems don't work as expected, but this is a pretty big failing that will likely result in many customers not realising they have flight credits they can use.

 

[CaptJCool]

When I rang earlier this year, my 3 invisible flight credits had been archived.

they still don’t show up online so it’s phone calls to get them into a real booking. Sighs

only +ve is I’m still Plat