Who do you complain to about an airline frequent flyer program?

[IrishPete]

Late last year, Etihad promoted double points to Ireland, for flights booked by 31 December 2011 and to travel any time in 2012.

I dutifully registered for the promotion, booked my flights, travelled out of Oz on 31st march and returned arriving on 16th April.

But no double points.

When I pointed this out to them, they responded that the promotion ended on 31st March 2012, and my flight from Abu Dhabi to Dublin commenced on 1st April.

I pointed out that the relevant page was still on their website, and stated clearly travel any time on 2012.

I have now had two "holding" responses from.

I want to escalate the complaint. Who do I go to - ACCC or my state Fair Trading Department?

It also seems like they're going to try to only credit the extra miles for the Abu Dhabi-Dublin and Dublin-Abu Dhabi legs, which obviously isn't going to satisfy me, as the promotion was clearly aimed at Australians.

Advice please?

Pete

 

[Isochronous]

Write to Etihad one more time and inform them that if they don't credit the double points, you will forward the complaint to the ACCC on the basis that the advertisement constitutes 'misleading or deceptive conduct in trade or commerce' under section 18 of the Australian Consumer Law.

 

[IrishPete]

Thanks. I'll try that.

Pete

 

[eastwest101]

Thanks. I'll try that.

Pete

And please come back and post what sort of response you get - we will all be pretty interested!

 

[markis10]

Write to Etihad one more time and inform them that if they don't credit the double points, you will forward the complaint to the ACCC on the basis that the advertisement constitutes 'misleading or deceptive conduct in trade or commerce' under section 18 of the Australian Consumer Law.

Its actually the The Competition and Consumer Act 2010!

Details here Help the ACCC help consumers

 

[Isochronous]

Its actually the The Competition and Consumer Act 2010!

Details here Help the ACCC help consumers

I think the correct (full citation) is: section 18 of the Australian Consumer Law in schedule 2 of the Competition and Consumer Act 2010.