beaglex
Junior Member
- Joined
- Apr 30, 2012
- Posts
- 25
I couldn't help but post a thread after receiving the Australian Frequent Flyer Gazette email today, with the story about the ACA being ineffective. I have just been through a complaint with Qantas via the ACA.
I'm disappointed with the outcome and the assistance from the ACA.
My complaint was the issue with transferring my wife's QFF points to my membership account. My wife passed away last November, prior to her passing we attempted to transfer her points but every attempt was a failure due to the Qantas website consistently froze. I didn't attempt any more transfers until April this year and again the same issue occurred with the Qantas website. Following quite a number of phone calls to Qantas Frequent Flyer, I was informed that terms of condition of the frequent flyer program, was following the passing of a member their account was closed and all points deleted.
The only positive I found after submitting my complaint to ACA was I was contacted by someone from the Qantas Loyalty program. I was told the Flight credit from my wife's account would be refunded but again because of their terms and condition my wife's frequent flyer points would not be transferred.
I must say the person I was dealing with from Qantas loyalty program was excellent and very compassionate. Following a phone calls over a number of weeks I was offered a goodwill of 80,000 frequent flyer points. I rejected this offer as it equated to approximately 15% of my wife's total frequent flyer points. I then received a email from ACA and I quote "Given Qantas declines to reconsider its decision and you remain dissatisfied with its response, I note I have been unable to resolve your complaint.
You might wish to now consider contacting the fair trading or consumer affairs office in your state for further advice regarding your request".
So yes I think it is time for a Ombudsman to replace the ACA.
I'm disappointed with the outcome and the assistance from the ACA.
My complaint was the issue with transferring my wife's QFF points to my membership account. My wife passed away last November, prior to her passing we attempted to transfer her points but every attempt was a failure due to the Qantas website consistently froze. I didn't attempt any more transfers until April this year and again the same issue occurred with the Qantas website. Following quite a number of phone calls to Qantas Frequent Flyer, I was informed that terms of condition of the frequent flyer program, was following the passing of a member their account was closed and all points deleted.
The only positive I found after submitting my complaint to ACA was I was contacted by someone from the Qantas Loyalty program. I was told the Flight credit from my wife's account would be refunded but again because of their terms and condition my wife's frequent flyer points would not be transferred.
I must say the person I was dealing with from Qantas loyalty program was excellent and very compassionate. Following a phone calls over a number of weeks I was offered a goodwill of 80,000 frequent flyer points. I rejected this offer as it equated to approximately 15% of my wife's total frequent flyer points. I then received a email from ACA and I quote "Given Qantas declines to reconsider its decision and you remain dissatisfied with its response, I note I have been unable to resolve your complaint.
You might wish to now consider contacting the fair trading or consumer affairs office in your state for further advice regarding your request".
So yes I think it is time for a Ombudsman to replace the ACA.
