QF Problems are your problems

[albatross710]

While it's easy to bag QF for their problems, their problems are also our problems. Think of a simple question for a simple change of travel plan.

Being the good husband whenever Mrs Albatross travel I do my best to make sure she is in a premium cabin.

I have a successful points upgrade for her on a domestic leg which she now needs to change...argggg.

How many points will be refunded of the 17,500 points for the upgrade?

A simple question. Answered through

SMS chat 21 minutes from first message 12,000 points refunded (mean 5,500 fee)
Online Chat 43 minutes (12,500 refunded means 5,000 fee)

Online searches
"may be a fee" Frequent Flyer FAQs | Qantas Points

Cancellation Confirmation screen
Tells me how many points were used for the upgrade but is silent as to the number that will be refunded.


In the end I assume it is 5,000.

Perhaps improving the online documentation and help screens and the transaction will reduce the amount of load going to their support structure. We want to help ourselves...but they could make it easier.

 

[opusman]

If the new flight has availability in U I would have thought you could keep the upgrade and not need to cancel it at all.

 

[woodborer]

I'd go with 5,000

Frequent Flyer Terms and Conditions | Qantas

Refund of Unused Flight Upgrade Fee or Unused Classic Upgrade Reward Fee
Fee: 5,000 Qantas Points per Upgrade


You'll often find that when the word 'Fee' is a hyperlink, it is good form to follow the link.

 

[albatross710]

If the new flight has availability in U I would have thought you could keep the upgrade and not need to cancel it at all.

The popup says you lose the upgrade.

Weird to have to pay for a future service not delivered..but anyway, that's life. While I agreed to the T&C of the upgrade, they are one sided.

 

[serfty]

It's convoluted, but I generally start with the T&C's.

Frequent Flyer Terms and Conditions | Qantas

There I find this:

16.1.9 Subject to clause 16.1, if the Member cancels a confirmed Classic Upgrade Reward within 24 hours of scheduled departure, or fails to board a flight for which a Classic Upgrade Reward has been confirmed (no-show), the Member will forfeit the Classic Upgrade Reward and any Points used to redeem the Classic Upgrade Reward, and a seat may no longer be available in the class of travel originally purchased or redeemed. If the Member cancels a confirmed Classic Upgrade Reward more than 24 hours before scheduled departure, the Classic Upgrade Reward may be refunded and will incur a Refund of Unused Classic Upgrade Reward Fee (see the Fee Schedule).

Clicking on the Fee Schedule link and reading through, I eventually see this:

Refund of Unused Flight Upgrade Fee or Unused Classic Upgrade Reward Fee
Fee: 5,000 Qantas Points per Upgrade

Hopefully you provided some good training for the online chat bot/agent...

 

[wingtip626]

I have previously changed a Red e-Deal fare with confirmed upgrade to a different travel date. The agent was able to transfer and confirm the upgrade on the new flight. No points required or lost. Best to call and hope you get through to the premium line.

 

[albatross710]

Thanks opusmna, woodborer, serfty & wingtip626.

My current time for contacting the QF Premium line is > 60 minutes. That's really getting crazy.

Mrs Albatross s now all booked again and looking forward to her trip.

Alby