Qantas not following fare rules and refusing refund?

[bigal1990]

Hoping someone here can provide some advice.

1. I booked a 'Business Sale' fare from CHC to SYD which I then had to cancel.
2. The fare rules state a cancellation fee of $150.
3. I was only refunded taxes (~$74) and reached out to Qantas for the remainder.
4. They say I booked a non-refundable fare, cannot refund me and offered 5,000pts for the 'inconveniece'.

 

[RooFlyer]

Welcome to AFF @bigal1990 .

you will need to find out the fare class you purchased, which is signified by a letter. There are ways, you can just find that in retrospect but others will have to say how.

Who told you about the fare eligibility? Was it Facebook chat or a phone call to a call centre?

 

[bigal1990]

Welcome to AFF @bigal1990 .

you will need to find out the fare class you purchased, which is signified by a letter. There are ways, you can just find that in retrospect but others will have to say how.

Who told you about the fare eligibility? Was it Facebook chat or a phone call to a call centre?

Hi - when booking if you check the fare conditions right before paying it shows that it was cancellable for $150.

Not sure on fare code - Qantas annoyingly doesn't display openly.

Attached also the fare rules I found on the website for Business Sale from NZ to Aus.

 

[Danger]

It's very odd to be offered 5,000 points for the "inconvenience" of apparently being held to published fare rules.

File a credit card chargeback, complete with the fare rules. Let your bank sort it out.

 

[odysseus]

It's very odd to be offered 5,000 points for the "inconvenience" of apparently being held to published fare rules.

File a credit card chargeback, complete with the fare rules. Let your bank sort it out.

If you never want/need to fly them again, that may be fine. But if you do, they may put a block on future bookings since you are seen as having an outstanding debt if you do that.

 

[encryptededdy]

Was the fare only CHC to SYD? Any other flights on the booking?

Generally with airline bookings, the most restrictive fare rules on the booking apply, so did you have a different flight on the same booking with more restrictive fare rules? Or, was this a flight credit / another flight that was rebooked, or was it a 100% fresh cash booking?

If no to all of these, it sounds like an IT glitch on their side.

 

[bigal1990]

Was the fare only CHC to SYD? Any other flights on the booking?

Generally with airline bookings, the most restrictive fare rules on the booking apply, so did you have a different flight on the same booking with more restrictive fare rules? Or, was this a flight credit / another flight that was rebooked, or was it a 100% fresh cash booking?

If no to all of these, it sounds like an IT glitch on their side.

It was just a one way ticket - 100% paid for in cash.
M

 

[Seat0B]

Annoyingly, Qantas does not tell you the fare class designator letter eg J, D, I etc when you book. And also annoyingly, they have confusing fare names like Business Sale and Business Saver, which may have different conditions To each other. Usually the cheaper the fare, the more r3s5rictive the conditions.

The only way to really know is to look at the class designator letter that is on your e-ticket. Then you can see the correct fare conditions for your actual ticket. So I suggest you pull up the email with your e-ticket, and have a look on that to see the fare class and take it from there.

And welcome to posting on AFF.

 

[encryptededdy]

Annoyingly, Qantas does not tell you the fare class designator letter eg J, D, I etc when you book. And also annoyingly, they have confusing fare names like Business Sale and Business Saver, which may have different conditions To each other. Usually the cheaper the fare, the more r3s5rictive the conditions.

While you are right, I don't believe there is a Qantas trans-tasman business fare type that isn't refundable. They're all refundable with a fee.

 

[bigal1990]

Yes that is right, I checked all NZ to Aus fare types and they are all refundable.

Interesting Business Sale is only $150 whereas Business Saver is $200 to cancel.

 

[Seat0B]

Yes that is right, I checked all NZ to Aus fare types and they are all refundable.

Interesting Business Sale is only $150 whereas Business Saver is $200 to cancel.

Well in that case, I’m sorry to say, you need to stick with it and call again and insist on the refund you’re entitled to. Prepare for battle (Have all your documents and details to hand). Follow a long established principle here and HUACA (hang up and call again) if you don’t get someone wh9 knows what they are talking about. Do not give up!

 

[dajop]

+1 to HUACA.

 

[There'sOnlyOneJimmy]

Usually the cheaper the fare, the more r3s5rictive the conditions.

if you don’t get someone wh9 knows what they are talking about.

Is there something wrong with your k3yb04rd?

 

[Cynicor]

If you never want/need to fly them again, that may be fine. But if you do, they may put a block on future bookings since you are seen as having an outstanding debt if you do that.

I suspect this would not be a thing, and have never heard of it happening.

 

[oz_mark]

Just wondering if the the issue is with the refund (back to original form of payment), rather than the cancellation, which for business saver would possibly just be to a credit voucher?

 

[Andy72]

If you cancel you usually just get a refund to your credit card. If you cancelled in advance of your flight (rather than a no show) you will get the money less fee back. Sounds like you have only got the taxes back which only usually occurs if you miss a sector or no show on certain ticket types

 

[Seat0B]

Is there something wrong with your k3yb04rd?

Lol yes - while recuperating I have been using an iPad that is overly sensitive to the swipe numbers. I plead ill health for any gibberish I’ve posted.

Edit: to fix more of the same nonsense

 

[odysseus]

I suspect this would not be a thing, and have never heard of it happening.

It's certainly a thing with other companies.

Perhaps Qantas is more caring/less concerned about its finances in this case... but there's not a lot of evidence to support that.

 

[bigal1990]

UPDATE: Refund minus the $150 fee processed this morning. No explanation as to why it took 7 follow ups.

 

[Seat0B]

UPDATE: Refund minus the $150 fee processed this morning. No explanation as to why it took 7 follow ups.

Well that’s a tribute to your perseverance @bigal1990! Not that you should have to do it that way….