Qantas Customer Care Team, another sorry tale!
Re: ACA case with the reference number ACA xx_xx_x We're sorry if this has not been resolved in a timely manner.
My answer the above statement - I think that this statement is a definition of an insincere apology.
If you
truly were apologising, you would be suggesting ways to avoid such issues in the future. How Qantas should have contacted me via my mobile phone or message me via iMessages, email or the app to make me aware of the very serious nature of the booking anomaly that causes boarding denial at the gate.
Qantas could have done that for a
valuable platinum customer. Qantas unfortunately had no idea what was going on until I called. And if Qantas had no idea, how was I supposed to know.
There remains one question which if answered would satisfy the whole matter of reference number ACAxx_xx_x it is set out below.
You write Alyssa,
I am sorry that you were unaware of this and that the ticket had not been reissued in time. BA would not be able to of taken payment as you did not pay for your ticket through them and they would not of been advised of your credit card being declined. It is the passengers responsibility to make sure they have all documentation for their flight, including their ticket.”
The single question - how do I prevent this from happening again so Qantas stops denying me boarding again?
I have booked flights with ANA and Lufthansa
, as I cannot trust QANTAS.
Qantas have denied me boarding a couple of times already.
Qantas will write the above quoted paragraph anytime it wants.
For any perceived intolerant matter.
As I am living proof of QANTAS’s Intolerance towards me. (how inclusive)
Qantas will quote the same response, any time!
“It is the passenger’s responsibility to make sure they have all documentation for there flight, including their ticket.”
My answer and I repeat from my previous email.
I had all my documentation with me, this is not the actual problem, nor is it contested as you are unable to point to any single issue with the documentation. A printed ticket, booking reference number. I had my passport, my Qantas app on the phone. I had my AMEX App with no declined credit card message from Qantas. I am beginning to think it is a terrible lie Qantas is spinning to get out of any responsibility.
Perpetrating the lie as if it was my issue with the documentation.
Furthermore, my ticket and booking were a
fully flexible ticket and was
in credit by several dollars. (Qantas seems to be silent about this. i.e., “crickets”).
I am not owing any outstanding sums.
Being knocked back by the BA gate agent whose computer screen showed a red line under my name asking me to contact Qantas.
I contacted Qantas immediately standing directly in front of the BA gate agent and the response time from QANTAS was woeful, waiting so long on the phone that the Gate agent denied me boarding. She said, “had to close the flight as time had passed”.
You Quoted:
“In addition to this, we've found out that your return flights from Berlin-London-Sydney - Melbourne were refunded back to the original form of payment on the 07 July 2022.”
I am not contesting that refund matter.
It is reassuring that this happened as I was denied a service unjustly.
I am contesting QANTAS denying me boarding.
I had to purchase a ticket to Australia due to time constraints requiring me in Australia. I bought a one-way ticket for travel back to Melbourne what was available at short notice with Finnair. This is what I am contesting. I had to fly with Finnair back to Australia. I had all my documents and despite having no physical ticket with FINNAIR (having purchased a flight on my mobile phone) was afforded boarding. (A unique feature for Qantas considering its history of booking people on ghost flights).
Qantas will quote the same response i.e.,
“It is the passenger’s responsibility to make sure they have all documentation for their flight, including the ticket.”
Well yes, I agree and do not contest the above statement. However, FINNAIR did not get me stranded, QANTAS did. I made all reasonable attempts to have my documentations with me and current.
My honest opinion is that Qantas did not know what was happening.
Proof is in the media reports QANTAS booking ghost flights in 2022. Qantas clearly had issues. A reasonable company would inform me the customer (A PLATINUM CUSTOMER nothing-the-less) of any issue with billing and credit cards being declined causing an Australian individual getting stranded overseas. My American Express app and Qantas app would have shown a declined payment but did not.
Qantas and you Alyssa are blinded due to previous CEO’s concentration on profits and do not see proper customer service as a goal. A Problem any court could see. A glaring problem and obviously Qantas do not see or cannot see.
Yours Sincerely
QF :::::::::: / Marki
