Classic Reward Downgrade - Points Refund?

[jbmarshall90]

Hi all

I’m after some advice before phoning qantas to assist me.

Have flown from Hobart to Brisbane via Sydney, booked in business. Arrival into Sydney was delayed so the flight to Brisbane was in economy.

Given the way Qantas price their rewards - what points adjustment would be reasonable? I’m concerned as qantas usually prices a mixed economy/business reward as though you were in business the whole way. Taxes are the same in economy and business so no joy there in having a potential refund.

Thanks in advance!

 

[justinbrett]

Hi all

I’m after some advice before phoning qantas to assist me.

Have flown from Hobart to Brisbane via Sydney, booked in business. Arrival into Sydney was delayed so the flight to Brisbane was in economy.

Given the way Qantas price their rewards - what points adjustment would be reasonable? I’m concerned as qantas usually prices a mixed economy/business reward as though you were in business the whole way. Taxes are the same in economy and business so no joy there in having a potential refund.

Thanks in advance!

You should get a refund of 5,900 points per pax.

 

[jbmarshall90]

Thank you! Will see how I go with the call centre!

You should get a refund of 5,900 points per pax.

 

[xabialonso]

Don't bother calling them. Fill in the customer care feedback form and attach the boarding passes
https://www.qantas.com/au/en/support/contact-us/customer-care-feedback-form.html

Have done this twice (same situation as yours) and I've received written communication back from Qantas about a month later and they credit the points back very quickly after that.

 

[jboy90]

Don't bother calling them. Fill in the customer care feedback form and attach the boarding passes
https://www.qantas.com/au/en/support/contact-us/customer-care-feedback-form.html

Have done this twice (same situation as yours) and I've received written communication back from Qantas about a month later and they credit the points back very quickly after that.

Thank you! I'll give this a go. I did send the emails and receive the auto reply. I'll try this as well. However, no boarding passes on my side, as it was all digital!

 

[xabialonso]

Thank you! I'll give this a go. I did send the emails and receive the auto reply. I'll try this as well. However, no boarding passes on my side, as it was all digital!

i just took screenshot of my digital boarding pass

 

[whiteshark]

So for furture reference:

When you get an Involuntary downgrade on a business flight booked with points. You do not have to send your boarding pass to them.

I has a customer service employee tell me that and i told her that she was wrong, the passenger flight details (or manifest) will have the seat i was assigned and she said to me "I cant see that information and we need you to provide proof in the form of your boarding pass".

I politely told her that the person in the club told me i would get my points back and did not give me any conditions on that.

Then a strange thing happend, she lied to me and said "I am looking at your flight and i can see you flew the two legs on your return business, as far as we are concerned you were in a business class seat".

How do you argue with that, i told her i want my points returned without me having to waste any more time on this matter. Anyway, we ended the call and she was suppose to ring me today with a further update on another matter - guess what she didn't ring.

So i rang them solving the other matter with a guy who knew what he was doing. Then the call dropped out and he rang me back, he confirmed that i don't need to supply the boarding pass they have all the information even if it's archived, they still have it. The call dropped out again, they had system issues and were losing calls apprently.

I rang back and spoke to another lady bringing her up to speed, she said "let me have a look and said the flight information would have already been archived" (there's that word again), and asked me to wait. She came back and said "I've got all the information". I asked her "You can see the downgrade on part of my return leg?", she said "yes we can see everything, downgrades, failed to show or board....everything" She also couldnt understand why the other person told me i needed my boarding pass. Then she calculated the points and gave me a reference number stating the points would be back to my account within 7 days.

I have had a number of reasons to call qantas over the past year and each time i have been initially stuffed around and eventuallly i get an employee that knows what they are doing.

Anyway - i hope the information helps others.

 

[MEL_Traveller]

Yes, but sometimes it’s easier just to scan the boarding pass and send it? Saves how much frustration and how many calls?

 

[Franky]

Yes, but sometimes it’s easier just to scan the boarding pass and send it? Saves how much frustration and how many calls?

You're probably right, but the way things are going, I think each and every occurrence needs to be called out…

 

[MEL_Traveller]

You're probably right, but the way things are going, I think each and every occurrence needs to be called out…

Totally agree. It’s annoying when things don’t run smoothly. But knowing the battles to fight these days is equally important! 2 minutes to scan a boarding pass vs how many minutes or hours on the phone?