Complaint about Qantas

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zealbee

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Hi All,

Longtime reader, first time poster. I have just returned from a weekend in Melbourne and flew Qantas both ways. I had a voucher which I had redeemed for flights departing in late June but rang Qantas and changed the booking till the 24th of July 2014. I specifically asked to avoid any change fees or charges if possible and was told by the operator that I would not have to pay any extra fees. I relied on the information given to me by the operator and made the booking. I completed my booking, no email or e-ticket was ever sent to me so I rang up on 23rd of July and asked an operator to email me my e-ticket which she did. I then checked my credit card statement and I was charged $696 in fees by Qantas for change fees etc. I have called Qantas and requested a copy of the audio recording of when I made my original booking over the phone and lodged a complaint with Qantas. I was wondering if any of you had any further suggestions or comments. I will wait to hear back from Qantas before I go to the Airline Customer Advocate.
 

defurax

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Hi All,

Longtime reader, first time poster. I have just returned from a weekend in Melbourne and flew Qantas both ways. I had a voucher which I had redeemed for flights departing in late June but rang Qantas and changed the booking till the 24th of July 2014. I specifically asked to avoid any change fees or charges if possible and was told by the operator that I would not have to pay any extra fees. I relied on the information given to me by the operator and made the booking. I completed my booking, no email or e-ticket was ever sent to me so I rang up on 23rd of July and asked an operator to email me my e-ticket which she did. I then checked my credit card statement and I was charged $696 in fees by Qantas for change fees etc. I have called Qantas and requested a copy of the audio recording of when I made my original booking over the phone and lodged a complaint with Qantas. I was wondering if any of you had any further suggestions or comments. I will wait to hear back from Qantas before I go to the Airline Customer Advocate.

My guess is that you were charged the fare difference even if you were not charged a change fee. IME only full fare tickets don't attract fare difference (except of course if the change is made by the airline for operational reasons).
 

mannej

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Without knowing the full details it's hard to say who is in the right or wrong here.
 

zealbee

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Without knowing the full details it's hard to say who is in the right or wrong here.

I have relied on what the Qantas operator has told me while making the booking and I have requested a copy of the audio recording. There is no way I would willingly agree to pay $800+ for two tickets flying in Y to Melbourne when I could get the same tickets for less than $150 each. Will wait to see what Qantas say about it. When you have an agent misleading someone there is a clear problem.
 

AnonymousCoward

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I then checked my credit card statement and I was charged $696 in fees by Qantas for change fees etc.

Are you sure these are change fees? Or fare difference?

What class was your ticket booked in originally? Usually your e-ticket has the terms and conditions (change fees/rebooking fees etc.) listed in that ticket. So, if that said there are no fees, then the $696 might be the fare difference between your old and new ticket.
 

zealbee

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Are you sure these are change fees? Or fare difference?

What class was your ticket booked in originally? Usually your e-ticket has the terms and conditions (change fees/rebooking fees etc.) listed in that ticket. So, if that said there are no fees, then the $696 might be the fare difference between your old and new ticket.

I used a voucher. The flight was originally booked for the end of June but I cancelled that booking and then rang to re-use the voucher. The fare difference was $216 which I paid for separately. My issue isn't so much with the fees (though they are ridiculous) but with the person who helped me book my tickets and neglected to outline all the fees and charges I would be charged for this. If she had done so, I clearly wouldn't have bothered using the voucher and instead flown with Virgin.
 

zealbee

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All good guys, Qantas folded and are refunding me after listening to a recording of the conversation I had with the agent.
 

zealbee

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Did they provide a copy of the recording, if they didn't I would say they don't have one.

Matt

They apparently can't provide one until you request one on the customer feedback form which I did, the best they could do in the first instance was have a manager listen to the recording which apparently happened.
 

serfty

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A good outcome.

Can you advise the route?

If you are able to book a flight on that route for $150 I would suggest they tried to ping you for fare difference.
 

zealbee

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It was BNE to MEL. My voucher was for $234. The balance payable was $216. And then they tried to charge me $308 x 2 for each passenger and another $40 x 2 in change fees and booking fees on top of that. Ridiculous. Apparently the fees are related to voucher bookings so be warned.
 
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AnonymousCoward

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It was BNE to MEL. My voucher was for $234. The balance payable was $216. And then they tried to charge me $308 x 2 for each passenger and another $40 x 2 in change fees and booking fees on top of that. Ridiculous. Apparently the fees are related to voucher bookings so be warned.

What was the $308 x 2 for?
 

serfty

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Certainly a major component would be fare difference.

Intersting though - I ahve not come across any that would specifically be in relation to "Apparently the fees are related to voucher bookings so be warned." before.
 

Melburnian1

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The OP must be a very effective complainant.

It's more usual to hear of passengers who try to obtain refunds from (name your airline) for (insert reason) and fail.
 
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