Has anyone succeeded in getting points refunded

[wsthong]

My wife used my points to booked for a return flight in April this year.
However on the day of departure to Sydney, she cancelled her flight due to feeling unwell
Qantas changed her flight to the following week but charged 11500 qff points for administration.
do you think Qantas would be kind to waived these points which have been deducted now due to medical grounds.

 

[ric_melb]

It may help members if you tell us the origin of this flight. Its looks like your wife was charged a change fee of 3500 points and a service fee of 8000 points for using Qantas phone service on the day of departure. You can always ask Qantas for a refund, but I would suggest that it would at least require a reasonably comprehensive medical certificate. I am not sure that Qantas would regard feeling sick on the day as sufficient reason to waive their fees, but one never knows.

 

[mannej]

Would this be covered by TI?

 

[wsthong]

The flight is from Tokyo to Sydney. Hopefully Qantas would be kind enough.

 

[wsthong]

Would this be covered by TI?

The travel insurance excess is more than her medical consultation fee.
Therefore, not economical to make a claim.

 

[Red Roo]

My wife used my points to booked for a return flight in April this year.
However on the day of departure to Sydney, she cancelled her flight due to feeling unwell
Qantas changed her flight to the following week but charged 11500 qff points for administration.
do you think Qantas would be kind to waived these points which have been deducted now due to medical grounds.

Sorry to hear about your wife's ill health. Hope she's since made a speedy recovery.

Please contact our Customer Care team with the details for their consideration.

 

[Cynicor]

The travel insurance excess is more than her medical consultation fee.
Therefore, not economical to make a claim.

Travel insurance may cover the points , in a $ value, although for a rescheduling it may be harder.
Read your pds if you don't get anywhere with QF.

 

[wsthong]

Sorry to hear about your wife's ill health. Hope she's since made a speedy recovery.

Please contact our Customer Care team with the details for their consideration.

I have not heard anything from Qantas at all about my issue lodged 4/6/2014

 

[wsthong]

I have not heard anything from Qantas at all about my issue lodged 4/6/2014

The customer care team replied the below which has not answered my issue at all. What a coughpy team.

2014/102765


Dear Mr xx_

Thank you for sharing your recent feedback.

Please accept our apologies for not delivering a premium Qantas service standard and especially for not meeting your expectations on this occasion.

Your constructive feedback is much appreciated and we will identify ways for improving our service offering for your future Qantas experiences.

We thank you for your continued loyalty and do appreciate your time taken in contacting us.

Kind regards

Qantas Customer Care

 

[Falcs]

The customer care team replied the below which has not answered my issue at all. What a coughpy team.

2014/102765


Dear Mr xx_

Thank you for sharing your recent feedback.

Please accept our apologies for not delivering a premium Qantas service standard and especially for not meeting your expectations on this occasion.

Your constructive feedback is much appreciated and we will identify ways for improving our service offering for your future Qantas experiences.

We thank you for your continued loyalty and do appreciate your time taken in contacting us.

Kind regards

Qantas Customer Care

Nice little boilerplate copy paste response there...

 

[Mr_Orange]

Nice little boilerplate copy paste response there...

Sadly, that is often the way. It strikes me that there are only a handful of staff allocated to customer care and they just don't have time to properly deal with the deluge of feedback, be it positive or negative.

It's a shame because this is just another card in the QF deck of poor communication.

 

[UP4014]

The customer care team replied the below which has not answered my issue at all. What a coughpy team.

2014/102765


Dear Mr xx_

Thank you for sharing your recent feedback.

Please accept our apologies for not delivering a premium Qantas service standard and especially for not meeting your expectations on this occasion.

Your constructive feedback is much appreciated and we will identify ways for improving our service offering for your future Qantas experiences.

We thank you for your continued loyalty and do appreciate your time taken in contacting us.

Kind regards

Qantas Customer Care

You're the reason we fly.........so the story goes.

 

[LadyC]

I had to cancel a QF flight from HKG to MEL due to my husband's ill health. I cancelled over the phone and asked for the 5000 point fee to be waived which they were kind enough to do. Maybe we were just lucky on the day with customer service?

 

[JohnK]

The customer care team replied the below which has not answered my issue at all. What a coughpy team.

What a poor response.

P.S. You may want to edit the reference number in your post.