Qantas is refunding change fees (and potentially CC fees) on recent purchases

[Caversham04]

I thought I'd start a new thread to highlight this as I now have a definitive answer to the questions on my initial thread, which has a more obscure title

While purchasing a Qantas flight using a voucher from a ticket I cancelled in 2015, I was quoted a "Total Amount Due" of $20 on the Payments Page (Step 5) - this amount did not include the change fee.

The subsequent Confirmation page advised that my credit card was charged a larger amount of $108 (i.e. the "Total Amount Due" of $20 plus the $88 change fee).

I contacted Qantas via their website to point out that charging my CC for a larger amount than the quoted "Total Amount Due" was illegal - within 24 hours, I received a no-quibble reply to say that the change fees (2 sets of $88) would be refunded to my CC account.

I would expect the principle of a refund being required would also apply to any other scenarios where your CC was over-charged (e.g. where the CC fee wasn't included in the "Total Payment Due").

As of late week, Qantas were still working on a fix, so check your existing purchases and keep an eye out when buying flights in future as you could save or be refunded a fair chunk of cash

 

[Boca68]

Interesting outcome. Thanks Caversham04. Well done!

Could this result in a large payout if someone (Slater & Gordon) gets a hold of it and says the magic words. 'Class Action'. Heaven knows they need a bit of cash atm.

 

[medhead]

Can't say I''m bothered by the $7 credit card fee that I paid. But thanks for the heads up, will see if anything happens.

As another note I changed an existing flight last week, not cancel and rebook, the total due correctly included the change fee. This is different to the OPs situation, but just letting people know.

 

[trixydoza]

Still not working "properly" for me as of now:

 

[Caversham04]

Interesting outcome. Thanks Caversham04. Well done!

Could this result in a large payout if someone (Slater & Gordon) gets a hold of it and says the magic words. 'Class Action'. Heaven knows they need a bit of cash atm.

It might force Qantas to concentrate a bit more on their IT implementation, which wouldn't be a bad thing

 

[Caversham04]

Can't say I''m bothered by the $7 credit card fee that I paid. But thanks for the heads up, will see if anything happens.

As another note I changed an existing flight last week, not cancel and rebook, the total due correctly included the change fee. This is different to the OPs situation, but just letting people know.

Thanks for the update - maybe they're (slowly) working through the fix?

YMMV - my view is that Qantas move like greased lightning when there's the opportunity to gouge us (CC fees, fuel fines etc. etc.), so the principle of getting the refund trumps the question of whether the effort is worth the $7 (obviously the $176 change fees changed the equation for me!). Perhaps I'll post the text of my message to QF so that people can just cut-and-paste ?

 

[medhead]

Thanks for the update - maybe they're (slowly) working through the fix?

YMMV - my view is that Qantas move like greased lightning when there's the opportunity to gouge us (CC fees, fuel fines etc. etc.), so the principle of getting the refund trumps the question of whether the effort is worth the $7 (obviously the $176 change fees changed the equation for me!). Perhaps I'll post the text of my message to QF so that people can just cut-and-paste ?

Might wasn't from a credit voucher arising from a cancelled booking. I moved a friday flight to thursday via the direct process. Different situation.

I completely agree about the principle that you've outlined.

 

[Caversham04]

While purchasing a Qantas flight using a voucher from a ticket I cancelled in 2015, I was quoted a "Total Amount Due" of $20 on the Payments Page (Step 5) - this amount did not include the change fee.

The subsequent Confirmation page advised that my credit card was charged a larger amount of $108 (i.e. the "Total Amount Due" of $20 plus the $88 change fee).

I contacted Qantas via their website to point out that charging my CC for a larger amount than the quoted "Total Amount Due" was illegal - within 24 hours, I received a no-quibble reply to say that the change fees (2 sets of $88) would be refunded to my CC account.

I would expect the principle of a refund being required would also apply to any other scenarios where your CC was over-charged (e.g. where the CC fee wasn't included in the "Total Payment Due").

As of late week, Qantas were still working on a fix, so check your existing purchases and keep an eye out when buying flights in future as you could save or be refunded a fair chunk of cash

Almost unbelievably, this STILL hasn't been fixed as the same issue cropped up yesterday when I went to book a flight using a voucher from a previously-cancelled trip...... Same e-mail sent, $88 change fee will have to be refunded........