Confusion Earning Qantas Points on Qatar

[palmplex]

In terms of compensation

• It was suggested by a reader here that $50 for the lost points.
• What is the value of 35 Status Credits? Any ideas? What is the cheapest flight that would earn 35 SC ?

I'm also looking to book a return business class SYD to London soon.

• Is that my bargaining tool for a "gesture of good will" ? Them saying they will offer me best price is meaningless , has to be a concrete measurable benefit.
• What commission would a TA earn on a $4,000 to $7,000 ticket ?

Thanks !

 

[MEL_Traveller]

So flightcentre by the sounds of it? Not that that really makes much of a difference but I'm not sure how experienced those agents are.

It sounds like they booked a return fare in two different fare buckets. One was eligible, one was not. It's possible they checked the outbound flight and confirmed it earned FF points, but failed to check the return.

35 status credits aren't really worth anything unless you were 35 points short of qualifying for silver, gold, or platinum. In that case, if those 35 SCs were the 'make or break', I perhaps would have double checked the earning ability.

There's nothing that can be done to redeem status credits.

Commission - usually around 5% of the ticket price. Some agents may get more, or less than that depending on the airline and their arrangements with the airline.

It's not always that simple though. The final price you are quoted may already include a discount where the agency has foregone some of their commission to offer you a lower fare. If, for example, Qatar offered 5% on a $1000 fare, the agent may sell that fare to you for $975, only making $25 on the fare.

AFF is always here to help you with your SYD-LON booking. Cut out the agency and book direct.

 

[jetpack]

You would have very likely saved more than $50 by buying the Q class fare. I'd say you're ahead. Use the cash you saved to buy a flight rather than rely on 5,250 points to put towards a flight award.

 

[serfty]

5250pts would generally be valued at about $50 ...

I disagree ... That's what Qantas want them redeemed at if they going to be redeemed (they'd prefer them not reedeemed at all).

If I can't get at least 2¢ per point value it is not happening; I generally get far better value than that.

So $105+ for me.

I wonder what the outbound booking class was?

Also I wonder if the TA only checked the outbound not realising the inbound may have been of a different class.

 

[Strategic Aviation]

The TA has come back surprised because they checked a "Qantas page" that suggested it was valid. Its clear on the Qantas table I looked at that Q is not valid.

The TA probably used the Earning Points & Status Credits Calculator, without noting that "Qantas Points and Status Credits may not be earned on some Fare Types and booking classes", and without realising the need to consult the partner airline tables. A common pitfall.

If so, the business has attempted to fulfil the customer's instruction in good faith, but was otherwise unable to fulfil the instruction. Without consulting the Australian Consumer Law, I suspect good faith probably does not change the outcome with regard to "fit for purpose" as specified by the customer.

In terms of compensation

I would suggest focusing on what you think a fair resolution is given the fundamental scenario (business unable to fulfil the instruction).

You might consider in your own line of work/expertise, if a customer had requested and paid for something that you thought you could deliver, but you failed to meet their requirement, how would you approach offering compensation? (Assuming that you would.)

So flightcentre by the sounds of it? Not that that really makes much of a difference but I'm not sure how experienced those agents are.

While I avoid TAs, the FC TA I know is a very good one and I would be comfortable if they were managing a complex itinerary with short connections and multiple modes of transport.

But minimal knowledge of frequent flyer programs, and apparently many or most FC TAs are likewise.

AFF is always here to help you with your SYD-LON booking. Cut out the agency and book direct.

Indeed. Or use one of the TAs on AFF - who should be across this stuff

 

[ChrisDPom]

Under tort law, I suspect you could win a small claims tribunal case against the TA. Not sure if there is an independent tribunal for travel agents or if you use the standard one in your home state.

The questions then are:

1. Are you willing to go through the process?

2. What $ value would the small claims tribunal put on the QFF points and status credits & what compensation would they impose for breach of contract.

3. What would this large TA group offer as compensation to avoid the hassle of going through a tribunal hearing.

Be aware, they may offer nothing under point 3 suspecting you wont bother with the tribunal claim (due to time involved, hassle, etc).

 

[Strategic Aviation]

Under tort law, I suspect you could win a small claims tribunal case against the TA.

Extremely unlikely to need to go that far.

Judging by the experiences of the FC TA I know (including when the customer is in the wrong), if necessary the threat of escalation to management or fair trading will probably secure an outcome.

 

[MEL_Traveller]

Under tort law, I suspect you could win a small claims tribunal case against the TA.

I'm not sure this is a tort.

 

[Daver6]

I am not sure why so many think they can just outsource to a third party (TA) and if it does not go well expect compensation. At the end of the day there is surely a responsibility on the person handing over the cash to confirm they are getting what they asked for.

Because travel and booking travel is the field of expertise of a TA. If the TA wasn't comfortable or didn't know, they should have advised the customer as such. Bit like when you get an electrician to do the wiring in your home. You're using them because they are the experts and there is the expectation they know what they are doing. Is the onus on the home owner to go inspect their work to confirm it meets Australian Standards?

 

[MEL_Traveller]

Is the onus on the home owner to go inspect their work to confirm it meets Australian Standards?

No. But it's slightly different because that requires a qualification, or at least significant experience relevant to the field. For working out whether your flight will earn points you just go to information on a website. That information may not be that easy to find, granted, but it's also a free call to the QF call centre.

I guess the best way forward is to just approach the TA and ask them what they're gonna do about it!

 

[pilotsh]

How did you go in the end? Please post us the result!

 

[maia200]

If you do not have to use that TA - try @madrooster . He is an independent TA and you know exactly how many SC's and points you will earn from each flight.

 

[Jack_OC]

I disagree ... That's what Qantas want them redeemed at if they going to be redeemed (they'd prefer them not reedeemed at all).

If I can't get at least 2¢ per point value it is not happening; I generally get far better value than that.

So $105+ for me.

I wonder what the outbound booking class was?

Also I wonder if the TA only checked the outbound not realising the inbound may have been of a different class.

I agree with 2c per point, but 5,250 points was for a return trip and the OP has since confirmed that they only missed out on points on the way back. So we're back to about $50!

To the OP - the real lesson here is that if you want to earn Qantas points and SCs when flying to LHR, then don't book with Qatar. I know they are a good airline and have good fares a lot of the time, but if you choose to fly with them, you will have to accept that it's at the expense of a substantial number of points and SCs when compared to flying on QF-coded flights.

For example, a return flight from MEL-LHR with QF on the cheapest economy fare earns 12,400 QF points (or more if you have status) and 140 SCs. On the cheapest business fares, you would earn 37,200 points (again assuming no status) and 560 SCs with QF.

 

[palmplex]

The result: I got $100 cash refunded. Seemed fair.
Also out of interest my return flight from Manchester to the middle east was delayed, then cancelled and I was put on a coach to catch a replacement from Heathrow ( instead of Manchester ). Put up in a nice hotel in the middle east with restaurant vouchers and arrived back in Australia about 14 hours late. Under European law due to the delays I received $940 from the airline. And my travel insurance paid for expenses inc my personal taxi tour of the city in the middle east so all in all a very cheap trip !!!