Clarification of phone booking fee application

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QF2220

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Hi all
Just a clarification question. Is it correct that QF waives the telephone booking fee when it is not possible to book something online? Or is it only when the possibility exists and the online channel is broken that the fee is waived? I booked a classic award over the phone and was charged the fee, despite the call centre operator clearly stating, yes, you cannot book the classic award from that port at all online (FYI, it is SCL that im talking about). I was assuming that the fee would not be applied, however no amount of discussion was successful in getting it waived.
Thoughts and comments?
Thanks
QF2220
 

mannej

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I believe it is discretionary, however the fee it seems is being levied more times than not currently.
 
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MEL_Traveller

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Hi all
Just a clarification question. Is it correct that QF waives the telephone booking fee when it is not possible to book something online? Or is it only when the possibility exists and the online channel is broken that the fee is waived? I booked a classic award over the phone and was charged the fee, despite the call centre operator clearly stating, yes, you cannot book the classic award from that port at all online (FYI, it is SCL that im talking about). I was assuming that the fee would not be applied, however no amount of discussion was successful in getting it waived.
Thoughts and comments?
Thanks
QF2220

qantas rarely waive the fee for transactions you can't complete on line.

sometimes if the site is broken they will waive it, but otherwise it's bad luck I'm afraid.

i think qantas is the only major airline to gouge you for assistance fees when, even though you have tried your hardest to comply, they make it impossible.

it's another example of qantas treating passengers with contempt.
 

zainman

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I spoke to a QF agent yesterday inquiring about an award that involved UL and MH and she said she would waive the fee as this was definitely not bookable online. I told her I would ring back later to book the flights (waiting on some points) and she said "I cannot guarantee that the next agent you speak to will be waive the 6000 point fee". Poor training and/or customer service IMHO, it should be consistent throughout the call centre that if something cannot be booked online, no fee!

If I was indeed charged the fee, I would have sent a PM to Red Roo but we shouldn't have to do this for such small things!
 
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