Qantas price promise problems

[sumthinfornuthin]

Hi Guys
I think Qantas might have some problems here. I booked a night in Port Vila through Qantas Hotels and then located a cheaper option through another Australian website as per the Qantas blurb on their website. I tried for ages to lodge a claim for the difference plus the bonus 1,000 points but all I got was an Error message apologising and stating they were experiencing difficulties.
More than likely crashed with hundreds/thousands of people lodging claims for the refund of the difference in dollars and the 1,000 points.
Qantas' on line prices don't seem cheap so I don't know how long this will be there.
I have sent an email to Customer Care so it is in before midnight so it will be interesting to see what happens.
I don't want to be out of pocket $80 and the extra $ 1,000 points if I can help it.
Anyone else had experience with this ???

 

[power71]

Hi Guys
I think Qantas might have some problems here. I booked a night in Port Vila through Qantas Hotels and then located a cheaper option through another Australian website as per the Qantas blurb on their website. I tried for ages to lodge a claim for the difference plus the bonus 1,000 points but all I got was an Error message apologising and stating they were experiencing difficulties.
More than likely crashed with hundreds/thousands of people lodging claims for the refund of the difference in dollars and the 1,000 points.
Qantas' on line prices don't seem cheap so I don't know how long this will be there.
I have sent an email to Customer Care so it is in before midnight so it will be interesting to see what happens.
I don't want to be out of pocket $80 and the extra $ 1,000 points if I can help it.
Anyone else had experience with this ???

Yes, I booked a hotel through Qantas in early July for a 4 night stay in Broome in mid September. The price match difference totaled more than $460, however I had a little faith in the price promise and proceeded to book with Qantas Holidays.

Yes, the website form stuffed up, and after trying to submit on different computers and using different web browers finally gave up and called their office. After 35 minutes on hold, to be told they didn't know how to process a price match guarantee, I was told just to email qantasholidays with the details. Some days passed and I had not heard anything, so again called and again, another 30 minutes on hold to speak with someone. They said they would have someone call me back to discuss in the next 48 hours. A week passed, and no phone call. Again, I emailed qantas holidays and called. 15 minutes on hold this time, and I was advised "the only person who knows how to process price promises has been off sick but is back now, but on lunch". Later that day, I finally received a phone call back and it was confirmed that my booking was eligible for the price match and my refund would be processed within the next 5-7 days.

Three weeks later, I still hadn't received the refund to my credit card, so I called again - another 10 minutes on hold! A week before my travel, I finally had the money refunded to my credit card, and the 1000 bonus points were credited to my account just over a week ago.

There are many other easier ways to score 1000 QFF points and the fact that hotel sites like expedia and wotif appear to have much cheaper hotel rates compared to Qantas, my own experience, is one that I cannot recommend anyone booking through Qantas holidays.

 

[sumthinfornuthin]

Hi,
I Had the price promise rejected. Qantas said their deal was better because it included transfers which the hotel.com.au deal did not. No where on the Qantas website was that disclosed nor on the confirmation email received prior to midnight.
I emailed back objecting and pointed out it was not disclosed anywhere either on their website or the FIRST confirmation received before midnight on day of booking and that they could not just pull it out of the hat to deny the claim..
Still rejected because they said it was on the confirmation emailed the next day.( AFTER the Price price deadline had expired !!)
I emailed back again and asked them to escalate it to COMPLAINT and pointed out AGAIN that the inclusion of the transfers was only advised the day after the Price Promise match closed and that it was on the 2nd confirmatioon and not the first and that it was not right and that if they could do that then they would never have to pay out.

End result after 3 emails they have agreed I'm right and the refund and bonus 1,000 points are coming my way. I also asked if I can rely 100% on the inclusions shown on their website in future and they advise,YES, and I have it in writing for any future claims.

I don't think it is a deliberate attempt by QANTAS not to pay but just slack documentation on their part as their consultant advised that their booking information guidelines showed transfers were included (which their website and initial confirmation did not state or show).

I'm happy to keep booking through Qantas etc for hotels as I reckon I can find alternatives cheaper and get the Price Promise benefits BUT I will be very sure before I do book that I can and they are identical.

 

[hgwells01]

I posted this a few days ago here under Price Promise - Success thread, had to be very patient tho, this was the answer I got:


"Thank you for your recent enquiry in regard to the Hotels at qantas.com - Price Promise promotion.
After assessing your claim, we have found the discrepancy is valid and your claim does qualify for our Price Promise promotion.
Please be advised that you will shortly receive a refund for the difference in price between Qantas.com and the competitor site
In addition to the standard points offered for your hotel booking, please note that an additional 1000 Qantas frequent flyer points will also be provided to you. These additional points will be added to your account within 6-8 weeks after completion of travel."

So it can work, but I think there are still lots of problems with it. Good Luck.