Couple loses at VCAT over Lifetime QF Club card allegedly issued in error

[VPS]

interesting

‘Arrogant’: When a Qantas Club ‘lifetime’ membership card isn’t actually for life

When Catriona Wilson opened the mail and received her new Qantas Club membership card, it included an unexpected – and welcome – detail.

www.theage.com.au

 

[RooFlyer]

Hmmmm not much sympathy for the complainant in this case. But of course communication is key when the error was discovered by the airline.

 

[VPS]

Hmmmm not much sympathy for the complainant in this case. But of course communication is key when the error was discovered by the airline.

Also is that her real card number?

 

[drron]

Though they have sent the card to the CEO with a note they will use another airline. So little damage showing your QFF number.

 

[Princess Fiona]

It was Lifetime QP
It’s kind of like getting overpaid in your wages by $10K and expecting not to have to pay it back.

I find it pretty hard to believe that the overseas call Centre went off script and advised that they had won a prize draw.

 

[Guvner]

I can’t believe I’m saying this but I’m siding with Qantas on this one.

 

[Quickstatus]

is that her real card number?

Was
.....

This is not dissimilar to a bank erroneously depositing $1mil in your bank account

 

[nlagalle]

The got a mistake on their card and then tried to milk it most likely knowing it was a mistake..

 

[VPS]

Was
.....

This is not dissimilar to a bank erroneously depositing $1mil in your bank account

But in reality they may use Qantas again.

 

[k_sheep]

I think the offer of 4 years was pretty darn generous given this was a pretty obvious error. Should've taken that and run.

 

[SOPOOR]

I despise Qantas and their shocking behavior overall when dealing with customers, however, in this case it pains me to say, I side with Qantas on this one, they got a freebie in error , and they were able to partially redeem it

 

[drron]

But then she will need a new account.

 

[Quickstatus]

they may use Qantas again

Never say never

 

[Quickstatus]

advised that they had won a prize draw.

It's becoming clear they are prone to "enhancing" the prepared script.

 

[RichardMEL]

LOL the old "We're not going to fly you ever again" thread which is of course meaningless and like AJ would care. They'd probably be happy to.

VCAT were right imo.

- she had a paid membership so she KNEW what she was expecting. Perhaps her paid membership of QP was valid till 2021 (ie a 4 year one which is the max iirc) and she should not have expected anything more than what she paid for. Indeed QF seemingly honoured it (an perhaps a bit more with covid?)

- I wonder why they didn't login to QFF account to see what that showed in terms of QP membership? I'd love to know (or maybe they did that that showed correctly and they wouldn't dare admit that. if it had showed LIFETIME online, that's something else)

- the whole "won a prize" thing is weird and makes no sense. I find that hard to believe - not that I disbelieve them totally - weird things happen and maybe a clueless agent struggled to come up for a reason to explain it. Who knows... You'd wonder if QF ever tried to pull records of THAT conversation?!

Honestly they say QF is arrogant, but it's arrogant to assume something that is clearly an error (and not with any letter detailing hey wow you won the Neil Perry/Alan Joyce lucky lettuce Lottery and have QP for life).... I grant they called to get an explanation and seemingly accepted what they were told (I dunno if *I* would but let's go with their story).... but to jump up and down when they clearly would have had a fair idea it was a mistake.

Oh but it's the principle and bad customer service? well hold on... seems the only bad customer service detailed is the notion this was some kind of prize result... being denied access to the lounge is a nasty shock if you're not expecting it, but it seems the fair action if "computer says no" which it probably did on that occasion.

so... yeah I'm kind of with QF on this and they seemed to get away with a good thing for a few years - awesome.. but to cry foul is a bit much.

(I also have an issue with the journo writing this up including the bit about her going to South Oz because of her sick father - I don't see that as relevant - when they're arguing that she was upset at no lounge access.... uh so are we supposed to link her upset with the QF issue or her sick father? I don't see it as required for this story.. seems like a bit of a heartstring type additional line.. oh poor woman couldn't get in on the day she was going to see her sick dad! how DARE QF do this.... yeah no)

 

[p--and--t]

But in reality they may probably will use Qantas again.

...fixed it for you

 

[kangarooflyer88]

I think the couple were right to take this matter to VCAT, despite the obviously unfavourable ruling. Yes, if we look at the agreement the party consented to when they signed up for the Qantas Club annual plan it's quite clear that the membership is only valid for the term they selected (i.e. 1 year). And at the same time, yes Qantas could've made an error in printing out and sending the lifetime kit to the couple. However, when you have agents of Qantas confirming that they won the lifetime membership as part of a draw, that certainly changes things, I would think. Yes you could argue that they may have been dealing with a MOLA (misleading or lying agent), but they are representatives of Qantas and so whatever they say is defacto Qantas' position on the matter. What I suspect prevented them from winning the case, IMHO was not getting a recording of that phone call (perhaps through a subpoena) to prove that the conversation took place. I think everyone on this forum, regardless of what position they take on the matter can agree that everyone makes mistakes, including businesses, and they shouldn't be forced to honour those mistakes. However, the moment a representative of Qantas indicates that this wasn't a mistake and in fact was the result of a draw, then that certainly changes matters.

LOL the old "We're not going to fly you ever again" thread which is of course meaningless and like AJ would care. They'd probably be happy to.

They won't fly them ever again until Qantas publishes a fare they like!

(I also have an issue with the journo writing this up including the bit about her going to South Oz because of her sick father - I don't see that as relevant - when they're arguing that she was upset at no lounge access.... uh so are we supposed to link her upset with the QF issue or her sick father? I don't see it as required for this story.. seems like a bit of a heartstring type additional line.. oh poor woman couldn't get in on the day she was going to see her sick dad! how DARE QF do this.... yeah no)

Completely agree, no one has a right to premium services be it lounges or front cabin just because they are going through a distressing situation. Some folks need to exit this belief of entitlement.

-RooFlyer88

 

[Guvner]

“However, the moment a representative of Qantas indicates that this wasn't a mistake and in fact was the result of a draw, then that certainly changes matters.”

The issue is that there was no draw ,so it’s just another mistake. It’s not a “fact” that it was a result of a draw.

 

[nlagalle]

However, the moment a representative of Qantas indicates that this wasn't a mistake and in fact was the result of a draw, then tha

We only have the plaintiffs word that is what they were told. We don’t know if they even called or were told that.,

 

[RichardMEL]

We only have the plaintiffs word that is what they were told. We don’t know if they even called or were told that.,

Agree. This is why I'd LOVE to know if QF were able to or attempted to pull the records of the alleged call (I have a feeling a time limit may have expired on any tapes or records though maybe?). If they had that record it would be pretty easy to pull it and either show "You heard right. but that information was incorrect" or "you were not told that. we have no idea where you got that from but this is not what you were told on x/y/z at hh:mm per this recording" - and go from there.

Anyway the whole "draw" thing sounds so scammy it's not funny. I've NEVER heard of a draw to win any kind of lounge membership. Might it have happened? maybe.. but seems unlikely. If nobody could find ANY record of such a draw, and there's no proof then it's hard to defend apart from the alleged communication from a QF agent - which could well be disputed.

They admit they were surprised to get the card in the mail so knew it wasn't right. It's not like "Oh I put in for the lettuce leaf comp and hey I must have won!" it was an alleged word of an employee.. so without evidence via recording he said/she said more or less.

Now sure, I have some sympathy IF they were told that and did believe it. We do rely on company reps tell us in an interaction.. specially with something unusual like this when you're doing the right thing to call and confirm "Is this right?" so I can appreciate that aspect of it. I would probably feel the same.. but I still side with QF on this one. No record of any "draw" or "granted membership status" and also since QF have not done life membership for over 10 years prior to this incident, it's stretching things to think it's something they'd just bring back for a random thing like this - specially with no evidence but a alleged phone call to back it up.

They tried it on. good on them. Smart move to not take it further. case closed and they can enjoy VA and Bonza.