5000 point award cancellation fee for 'free' infant

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varyingtravel

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I was wondering if anyone else has struck this situation.

I booked international award flights for my wife, 2 year old daughter and mother. Following the FF online award booking website I also needed to indicate of there would be any infants travelling. My 2 month old son was also travelling.

A few days later, a paper ticket arrives in the mail for my 2 month old son. The rest of my family is travelling on e-tickets. As luck (bad) would have it, my work gets cancelled so I need to cancel the award flights.

As it turns out, QFF is not only going to charge me 5000 points for each of the e-tickets but also 5000 for the infant who isn't even travelling on an award flight! It turns out that they charge 5000 points per ticket issued.
They also tell me that had this been a domestic booking, the infant would not have required a paper ticket, they would be linked to my wife's e-ticket and therefore no penalty.

I did argue my case with a consultant but got no where. The Terms and Conditions for this section say:
13.8.1 Award Flight tickets issued for travel on Qantas, oneworld Alliance Airlines, Airline Partners or itinerary confirmation on Jetstar Asia may be submitted for refund and
recredit prior to commencement of travel. Where applicable, only Points that would not have expired will be recredited. A Cancellation Fee (see the Fee Schedule) will apply.


So Apparantly the infant travels on a free award flight ticket.

The QFF consultant has already told me (in the nicest possible way) that it is no use writing a letter of complaint as it will not make any difference. When I said I would write anyhow and asked who I should address my concern, I was told the QFF centre (no name in particular) and that a consultant monitoring the mail would respond. Obviously this
is not the place to send my letter...

Any suggestions as to who in Qantas to write?
 

QF WP

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Well, start at the top, Jenny Chamberlain who is the General Manager, Loyalty Programs, QFF. Whether she'll actually read the letter is anybody's guess. But Customer Relations should look at it.
 
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varyingtravel

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Thanks Lindsay.. Sounds like the perfect place to start.

Hopefully with VB starting their FF scheme, QFF will be interested in any feedback on their own.
 
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