As you say - the replies you have got so far don't even make sense and are obviously from someone who's first language isn't english. I think it might need to come from the ACCC because then the complaint will go to some part of the legal department in Qantas where someone will be capable of understanding the issue and deciding if they are complying with the law. Unless you can directly get this to someone in Qantas management who can recognise this needs looking at by their legal people I agree that this seems like a waste of time.After yet more "back & forth" with Qantas Customer Care, the rep sent me a reply informing me that the Qantas website states that taxes, fees and carrier charges apply when booking a Classic Flight Reward. Therefore, the credit card surcharge is totally fine.
My issue is with Qantas adding the credit card surcharge to bookings over the phone (not on the website, where there are fee-free payment options) and not including this in the upfront price. Yet, after half a dozen emails, QF customer care still haven't actually bothered to address this. Instead, I just keep getting canned replies from somebody that I'm not convinced has a clue what they're talking about.
I replied yet again, making it clear that I was specifically talking about the surcharge applying to bookings over the phone, and included some relevant quotes from the ACCC website. The reply I received doesn't even really make sense:
I'm not really sure what to make of this or how to proceed from here. Clearly nothing will be gained by continuing to deal with Qantas Customer Care, because they don't care.
Is there any easy way to send the whole train of emails to the ACCC and let them pick it up from here? To me (and you) its a pretty simple issue - they are advertising an un-achievable price point on the internet because the flights must be booked over the phone due to the configuration of Qantas IT systems the fees mean that the original advertised price is not possible. Qantas may think that they can bait somewhere (online) and do the switch somewhere else (phone) but its still bait and switch and any other company doing it would fall foul of the ACCC.