Qantas Hotels Vouchers used without my permission

[kamchatsky]

I have 2 Qantas Hotels Vouchers (1 * $50 and 1 * $100) that are in my Qantas profile as part of reward for PC and PC+. When I tried to use it last Sunday for the triple point promo, it said that those vouchers were not valid.

So I raised a ticket to Qantas and they said that those vouchers are already used. I asked for details on what was it used for, Qantas responded that they "are not allowed to disclose both information as Qantas understands the importance of privacy and account security and as a result will not be able to discuss anything."

However those hotel vouchers are still in my Qantas profile today. My understanding is that those vouchers would drop off once you have used it. So i expect that I can still use them.

Has anyone have similar experience here? How would you be able to escalate further?

 

[Flyfrequently]

Last year my $50 voucher was coming up as "not valid" and like you @kamchatsky I hadn't used it.
I called Qantas Hotels, they could see it was still attached to my profile and applied the code manually. Have always found their staff helpful and call gets answered promptly.

Worth a try?

 

[encryptededdy]

My understanding is that those vouchers would drop off once you have used it

No, in my experience they never go away after redemption (even if it says they will)

 

[kamchatsky]

Last year my $50 voucher was coming up as "not valid" and like you @kamchatsky I hadn't used it.
I called Qantas Hotels, they could see it was still attached to my profile and applied the code manually. Have always found their staff helpful and call gets answered promptly.

Worth a try?

Not for now as the triple points promo has passed. I will wait for the next promo.

But I really do not want to call Qantas Hotels as I don't know be placed on hold for ages, and prefer to search for hotels on the web myself. I may have to if all else fails though.

Anyway I have raised a complaint to Qantas today to get hotel vouchers re-issued. Let's see what their response is.

 

[kamchatsky]

So after raising a complaint to Qantas, I received the following from Qantas Hotels:

_____________________
"Greetings from Qantas Hotels and thank you for your email.

We understand that it is unfair on your end that the voucher you earned has been used without your consent. However, we don't have the ability to re-issue the voucher that is already been used.

You may try to recall sharing the vouchers to one of your family members, relatives or even friends.

Should you have any other inquiries, please do not hesitate to reply to this email or call us on 1300 738 206 (within Australia) or +61 2 8059 0182 (outside Australia) between 8:00AM-8:00PM Monday-Friday and 8:30AM-5:30PM Saturday-Sunday AEDT.


Regards,


Customer Service Consultant"
_______________________

No ..... I certainly did not share it with family members, relatives or even friends. It was used without my consent. I checked my Qantas account today, and they are still in my profile.

Where should I escalate to next? Or I just have to assume that QH wash their hands clean and just blame it all to the us?

 

[sudoer]

they are still in my profile.

This doesn't actually indicate anything. They don't automatically disappear after they've been used.

 

[PrezRegan]

It's a tough one - I suppose from QF's point of view there's nothing stopping someone from using it (or giving to a family or friend to use on their behalf) and then calling to ask for a reissue. I'm not saying this is what has happened to you by any means, but it does out qf in a difficult position.

 

[Vic]

Considering the vouchers are apparently about your account there really is no privacy issue with telling you where you supposedly used the vouchers.

 

[Flyfrequently]

IIRC Qantas Hotels was able to tell me where/when I used my first voucher.

I would respond via email with your insistence it was not given/ released to anyone and would be asking QH to provide where and when it has been used @kamchatsky - nothing to lose?

 

[MEL_Traveller]

Is this a qantas hotels issue, of a QFFF issue?

I had a problem with a voucher once, contacted QFFF, and they fixed it.

 

[JohnK]

@kamchatsky keep insisting that you did not use the vouchers and they've been fraudulently used and to cancel the bookings and issue you new vouchers.

 

[dylarr]

This doesn't actually indicate anything. They don't automatically disappear after they've been used.

Can confirm they do - I made a hotel booking last Sunday using the Points Club voucher and now the hotel voucher has been removed, with only my wine vouchers remaining. The Points Club account page confirms the same thing too:

 

[sudoer]

Can confirm they do - I made a hotel booking last Sunday using the Points Club voucher and now the hotel voucher has been removed

That must be a new feature! Used to have to manually X them off your profile