Article: ACCC Seeking Submissions on Qantas Flight Credits

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my flight credit from Mar 2020 didnt even work. They said it had been "archived" (even though it expires in 2023) and was unable to be re-issued. On the plus side, they offered a full refund. But on the (big) negative side they said it would take anywhere from 4-12 weeks. I'm not holding my breath.
 
Why does a company the calibre of Qantas do stupid things like this, which just end up backfiring and a PR disaster? Alan needs to get a firmer grip on the wheel. Big fail.
 
Just coincidental that today we get the Mea Culpa email re wait times from Stephanie Tully,
“we understand, we apologise, we love you blah blah blah” and as usual a backhander to the people who want to deal with a real person….
 
I've been vocal about where QANTAS has got it wrong in the past, but I'm not so sure QANTAS is wrong here. Is this submission also calling for people to respond who have converted their "flight credit" to a "travel pass" as well?

Travel pass is so much better than the original ticket. You can choose one of three perks for your travel pass.
1. Double Status Credits.
2. Double QF Points.
3. 10 % extra flight value
Conversion is free. QANTAS even had customer service professionals call out to help people with the conversion. and you just use the travel pass as a payment method once you get to the checkout, so there's no chance to get conned with a higher price through a different portal.

Now, correct me if I'm wrong, hasn't everyone had the opportunity to convert flight credits into travel passes? Getting a travel pass is a bit of a bonus really. Although I haven't used it yet, I don't have a problem with it. Am I missing something?
 
Bolt said:
I've been vocal about where QANTAS has got it wrong in the past, but I'm not so sure QANTAS is wrong here. Is this submission also calling for people to respond who have converted their "flight credit" to a "travel pass" as well?

Travel pass is so much better than the original ticket. You can choose one of three perks for your travel pass.
1. Double Status Credits.
2. Double QF Points.
3. 10 % extra flight value
Conversion is free. QANTAS even had customer service professionals call out to help people with the conversion. and you just use the travel pass as a payment method once you get to the checkout, so there's no chance to get conned with a higher price through a different portal.

Now, correct me if I'm wrong, hasn't everyone had the opportunity to convert flight credits into travel passes? Getting a travel pass is a bit of a bonus really. Although I haven't used it yet, I don't have a problem with it. Am I missing something?
Click to expand...
I've been advised that they have stopped issuing them and gone back to the old credit system. Don't know if true though.
 
tinkybelle said:
What is a travel pass
Click to expand...
If there is an Airline initiated cancellation and you are entitled to a refund on your booking, rather than give the money back, Qantas were offering incentives to leave the $$$ with them in the form of a "Travel Pass".

Qantas TravelPass discussion

I just received a "Qantas Travel Pass" via email for a sort-of-refund. Anyone seen those before, I coulnd't find traces on this forum nor on internet. I had a domestic classic award J that I had to This corresponds to a domestic Y classic reward refund I initiated on the website 1 month ago...
www.australianfrequentflyer.com.au www.australianfrequentflyer.com.au
The incentives seem to have been discontinued, so you may as well have the refund.
 
I’m trying to change the return date on an international flight which, according to my booking, I can do myself online no problem. Process works right up until you want to make the payment and get the confirmation then hey presto the generic error message comes up. Please contact us or start over…. Of course waiting on the phone for 3 or 4 hours of international roaming charges is not that appealing.

I’m now starting to believe Qantas just wants to be rid of the nuisance of Customer Service completely
 
Is there anything that qantas can't do to screw the customer over.

It amazes me how a business like this can survive
 
The rules are convuluted.

my experience as result of COIVD is I’ve ended up with 6 buckets of “credits”

Bucket #1. These were originally GV Gift vouchers that upon my cancellation have gone off into call contact centre land - completely invisible on the web

Bucket #2 this was a QF initiated cancellation which mysteriously never saw the light of day (was never offered a refund) and in the similar manner to above, off in never never land

Bucket #3 ordinary flight credit that makes an appearance on the bookings list

Bucket #4 flight credits converted to Travel Pass that make an appearance on the bookings list but with zero visibility of their cash value lest go looking inside that secondary system via a separate reference and password

Bucket #5 Flexi fares that were upon them calling me, refunded (the cheap run around Barcaldine - Longreach hack which is no longer available on the public QF website)

Bucket #6 first class fare ex Stockholm so paid in Swedish Krs (just over A$8,200 return) which I had only half used which was refunded. The half refund converted from Swedish Krs into Australian $ ended up being about 55% of tic value (windfall gain in my favour which covered the full 3% credit card exchange rate fee plus more)

Woulda thought by now they had an integrated client system, but nope.
 
kreuky said:
my flight credit from Mar 2020 didnt even work. They said it had been "archived" (even though it expires in 2023) and was unable to be re-issued. On the plus side, they offered a full refund. But on the (big) negative side they said it would take anywhere from 4-12 weeks. I'm not holding my breath.
Click to expand...
Similar. Mine from 2019 - just when it all hit. Said that you could redeem online for re-booking -but then notice on my page said it could only be booked by calling them! Held of using it for a while - and booked flights by other means, but eventually had to call them. In the end it seemed so complicated so it was easier to opt
for a refund and just book flights myself. Dont know why they just didnt refund in the first place. But like you - I now just have to wait and hope that the refund actualoly
comes through! they dont even send an email of confirmation that a refund is being processed!
 
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Bolt said:
I've been vocal about where QANTAS has got it wrong in the past, but I'm not so sure QANTAS is wrong here. Is this submission also calling for people to respond who have converted their "flight credit" to a "travel pass" as well?

Travel pass is so much better than the original ticket. You can choose one of three perks for your travel pass.
1. Double Status Credits.
2. Double QF Points.
3. 10 % extra flight value
Conversion is free. QANTAS even had customer service professionals call out to help people with the conversion. and you just use the travel pass as a payment method once you get to the checkout, so there's no chance to get conned with a higher price through a different portal.

Now, correct me if I'm wrong, hasn't everyone had the opportunity to convert flight credits into travel passes? Getting a travel pass is a bit of a bonus really. Although I haven't used it yet, I don't have a problem with it. Am I missing something?
Click to expand...
I had a credit from almost 2 years back. Eventually rang as it would not let me use it online. Told I wasnt eligible for a Pass ( dont know why - they probably said something about Ts and Cs) but I apparently could get a refund. Thought that was actually easier for me than try and use credit - now I just have to wait who knows how many weeks to see if I get one! I would have been happy with a pass though.
 
AFF Editor said:
ACCC Seeking Submissions on Qantas Flight Credits is an article written by AFF editorial staff:

www.australianfrequentflyer.com.au

ACCC Seeking Submissions on Qantas Flight Credits

If you've had trouble using a Qantas flight credit or believe you were overcharged when doing so, the Australian Competition & Consumer Commission
www.australianfrequentflyer.com.au www.australianfrequentflyer.com.au

You can leave a comment or discuss this topic below.
Click to expand...
Hello this is my first post so not sure if I have the right thread....
I have been trying to get a refund of my Qantas Travel Pass for a couple of months now, after initially trying to have it redeemed on an overseas flight I booking in June '22 for flights in August '22. This redemption/credit did not work so I had to pay for the flights in full. As that failed I have been trying to get a cash refund of my Travel Pass and am now on my 4th attempt through their customer service call centre. Each time I am eventually assured the credit will be paid but nothing happens and promised return calls are never received. As a 30year QFF member I am really getting jack of this and wondering what can be done to escalate. Is this an ACCC matter? The TP was for a flight cancelled by Qantas back in September '20 so as far as I am concerned Qantas has had my money for over 2 years and I am entitled to get it back in a timely fashion. I am hoping that those of you on this forum may have had similar experience and could provide some guidance on a way forward. Peter
 
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