No QF CSA, Fare rules can override any 5K point 'fee' for cancelled ASA's!

[tinkybelle]

I went to cancel my business any seat award to HNL for next week and it states 5000 cancellation. I remember I cancelled one last year and though it said 5000 they did not charge me

the res agents are clueless I had a disagreement with one of them today who knows everything.
bloody smart cough some of those res agents are!
Considering Qantas position I think they really should get 10 of us at a small conference to tell them how to train their staff
OT
I also asked about a FF J award FCO SYD and was told they don't fly there , then when I said EK they said oh yes but nothing i then found an FCO HK SYD and an FCO AMM DXB SYD
whats wrong with them !!
the waste of their time and ours when we have to hang up and call again is out of control.
Of course I called back got a guy called Rex who knew what i was talking about he checked the res no( as the first girl had) and of course no cancel fee.
maybe someone can post the t and cs where it states no change or cancel fee.

 

[Red Roo]

Re: Points plus pay is not an Any Seat Award.

the res agents are clueless I had a disagreement with one of them today who knows everything.
bloody smart cough some of those res agents are!

I'm concerned to hear about this experience and would appreciate an opportunity to follow up internally. Please private message some details as reference.

 

[serfty]

Re: Points plus pay is not an Any Seat Award.

I'm concerned to hear about this experience and would appreciate an opportunity to follow up internally. Please private message some details as reference.

One of the big issues here is that the fare rules are not always available for every booking.

They can vary - most (all?) domestic JASAs are fully refundable with no penalty while others such as, say Oz to Singapore have often had significant cancelation penalties.

Irrespective of anything else if an ASA's fare rules state something like "Full Refund" or "Fully Refundable" in the event of cancellations, such rules override any in the Qantas frequent flyer terms and conditions for a 5000 point penalty . (A fare cannot be "Fully refundable" if any penalty/fee could be applied.)

On that basis, Tinkybell's first agent was wrong and would be in need of some retraining.

 

[Deleted member]

Points plus pay is not an Any Seat Award.

I'm concerned to hear about this experience and would appreciate an opportunity to follow up internally. Please private message some details as reference.

I'm concerned too.
But then this is a widely reported response when working with res agents , rather than the old (more efficient) on line option.

 

[tinkybelle]

Re: Points plus pay is not an Any Seat Award.

I finally got an experienced agent called Rex who after much searching on the ticket told me that no points would be taken. but still yesterday morning 3 days after the cancellating the booking seemed alive so i called the res line again who after much searching said yes it has been qued for cancelling
now it shows as a voucher.- still 24 hrs after my 3rd conversation
this seems a lot of work for a cancel and put pints back in account transaction
AA and USAIR and united all put the points back immediately after cancelling within seconds.

 

[serfty]

Re: Points plus pay is not an Any Seat Award.

A Voucher?

Eeek!!! That is NOT good! (General provides a very poor return for points and should be avoided!)

It should be $$ back and QFF points back (less any penalty).

Did you have a copy of the fare rules for your Oz-HNL JASA?

http://www.australianfrequentflyer....nt-flyer-program/cancelling-a-jasa-28524.html

http://www.australianfrequentflyer....program/time-taken-for-asa-refunds-34701.html

http://www.australianfrequentflyer....estions/cancel-business-saver-jasa-45207.html

http://www.australianfrequentflyer....lyer-program/fasa-cancellation-fee-58126.html

http://www.australianfrequentflyer....gram/mixed-messages-qf-website-can-30430.html

 

[medhead]

No QF CSA, a 5K point penalty is NOT applicable to XLD ASA's!

I do hope you specifically asked for points to be returned.

 

[tinkybelle]

[TABLE="class: basic, width: 760"]
[TR]
[TD]30 Apr 2014[/TD]
[TD]Voucher[/TD]
[TD][/TD]
[TD][/TD]
[TD]Upgrade[/TD]
[/TR]
[TR="class: last"]
[TD]30 Apr 2014[/TD]
[TD]Voucher[/TD]
[/TR]
[/TABLE]
Of course I did!
the CSA yesterday said "this is the way its done" Im calling them again now. this is ridiculous
"any seat awards are a slower process"
"on a que
quite a few on wait list!"

how hard can it be ! 5 days now.
asked when I would get the points after 5 mins she came back and said it was on the wrong que for refund and it had been put on the right que now
no wonder they have financial problems this all takes time and man hours as well as frustration on the part of the customer.
Ill let you know when I get the pts

 

[markis10]

Re: Points plus pay is not an Any Seat Award.

A Voucher?

Eeek!!! That is NOT good! (General provides a very poor return for points and should be avoided!)

It should be $$ back and QFF points back (less any penalty).

Did you have a copy of the fare rules for your Oz-HNL JASA?

http://www.australianfrequentflyer....nt-flyer-program/cancelling-a-jasa-28524.html

http://www.australianfrequentflyer....program/time-taken-for-asa-refunds-34701.html

http://www.australianfrequentflyer....estions/cancel-business-saver-jasa-45207.html

http://www.australianfrequentflyer....lyer-program/fasa-cancellation-fee-58126.html

http://www.australianfrequentflyer....gram/mixed-messages-qf-website-can-30430.html

In the refund queue it will often show as a voucher then vanish once the points are returned, I have done a couple and it takes up to three weeks.

 

[Brettmcg]

"any seat awards are a slower process"
"on a que
quite a few on wait list!"

Just to give you some perspective, I booked a SYD-HKG return for 07JUN14 using the remainder of a voucher which had been reissued after another booking. The new booking was made through qantas.com.au on 26FEB14 with the remainder of the fare to be paid on my credit card.

It is now 19MAR and the booking still hasn't been ticketed (no ETKT generated) and no funds have been deducted from my CC. Initially after a few days I called as I was concerned that I might lose the booking for some reason, however I was assured by the Premium Desk CSA that the booking was confirmed and ''in a queue for processing''. Seems that for some reason bookings and cancellations from vouchers take a loooooooong time to move through that queue. Either that or the queue is a million miles long

 

[BD1959]

I had a MEL-WLG JASA last year I had to cancel. I'm pretty sure I did this online, but - despite my taking screenshots at the time of booking saying that the fare was fully refundable - I then saw a voucher appear in my online account. When I rang to query this, I was initially told that this was standard for all refundable fares. I asked about the fare conditions which had been applicable at the time of booking:

Cancellations Before departure:
(including no show) Full Refund

and specifically why a "Full Refund" didn't include return of points. At this the CSE had a deeper look at the original booking, confirmed it was a JASA with a Full Refund available and we got the voucher changed for points.

This does appear to be a systematic issue with QF.

Regards,

BD

 

[tinkybelle]

Just logged in and points returned.

 

[drron]

Well I just changed a domestic JASA by phone.Took 3 minutes and the agent started off that there will be no penalty or extra charges for that change.
So they can get it right.