Is it reasonable to expect Qantas to warn customers of a cancellation fee when processing an online cancellation?

[MikeG]

I recently canceled a Business upgrade with points and found out later that 5000 points were pocketed by Qantas for the privilege, yet there was no indication that a fee would be charged when I did the online cancellation.

Furthermore, when I read the Qantas fees and charges page, there is no mention of a cancellation fee for points upgrades.

Schedule of Fees | Qantas AU

When I complained to Qantas, I was given the "tough cough, you should have read our mind" response. Of course, I'm paraphrasing...

Really makes me *not* want to fly with Qantas in future.

Has anyone else had this misleading experience? Think it's worth talking to Fair Trading or the ACCC?

Mike

 

[Matt_01]

I am sure someone will post a like to the rewards rules but the points penalty is normal.

 

[Hvr]

It seems like the upgrade may have already come through, therefore there is a fee.

Upgrading a flight using Qantas Points and Upgrade Confirmation

If your upgrade request is confirmed and you choose to cancel your upgrade request more than 24 hours before the scheduled flight departure your upgrade may be refunded subject to a Fee.

 

[vandy]

These fees and charges are usually buried somewhere in the "Terms & Conditions" that you agreed to when requesting the upgrade. All airlines do it, as do telcos, ISPs and other industries. The only ones that don't seem to get away with it as much anymore are banks.

 

[Happy Trails]

It depends on whether or not the upgrade was already confirmed.

16.1.10 A Member may cancel a request for a Classic Upgrade Reward at any time prior to the time at which Qantas confirms the Classic Upgrade Reward without forfeiture of Points.

And

16.1.9 If the Member cancels a confirmed Classic Upgrade Reward more than 24 hours before scheduled departure, the Classic Upgrade Reward may be refunded and will incur a Refund of Unused Classic Upgrade Reward Fee (see the Fee Schedule).

Frequent Flyer Terms and Conditions | Qantas

These Terms and Conditions form the basis of Qantas Frequent Flyer, to protect both Members and the Qantas Group.

www.qantas.com

 

[Isochronous]

If it's not displayed at all during the cancellation process, then that is concerning. Worth referring the matter to the ACA and ACCC.

 

[Matt_01]

If it's not displayed at all during the cancellation process, then that is concerning. Worth referring the matter to the ACA and ACCC.

Why, the T’s and C’s cover requesting, confirmation and cancellation, you need to agree to these when putting in for the upgrade.