Missing FF points from cabin downgrade

[Dieselcanberrra]

We were due to fly premium economy QF3 during September and it was cancelled.

Qantas provided an alternative through LAX (premium economy) and then onwards in American Airlines economy cabin.

My fare was a revenue fare and I received a partial refund. Qantas advised my husband (points booking) would receive partial refund as well. Partial refund of taxes received quickly for both of us.

I have been going round in (never ending) circles with Qantas Customer Care trying to get the partial points refund for the past 5 weeks.

Thus far, I have been advised they have been paid, they will be paid within 7 days, they will be paid within 72 hours, the case is closed, that he is not due them because it was a cash fare.

All incorrect.

This has become very frustrating and whilst I will go to the Airline Customer Advocate to get a resolution, is there any other email (hopefully someone more senior) I can copy into my complaint other than Qantas Customer Care?

Yours in frustration!

 

[Flyfrequently]

About Time: Qantas Will Improve Reward Flight Downgrade Compensation

Qantas' current policy for compensating passengers downgraded on Classic Reward bookings is unreasonably poor. The airline finally doing something to fix this.

www.australianfrequentflyer.com.au

This article by Matt Graham may be of interest to you @Dieselcanberrra

 

[Dieselcanberrra]

About Time: Qantas Will Improve Reward Flight Downgrade Compensation

Qantas' current policy for compensating passengers downgraded on Classic Reward bookings is unreasonably poor. The airline finally doing something to fix this.

www.australianfrequentflyer.com.au

This article by Matt Graham may be of interest to you @Dieselcanberrra

Thanks Flyfrequently!

 

[MEL_Traveller]

Thanks Flyfrequently!

Have they given you an estimate of the refund to expect?

It could be a complex calculation, but you should be entitled to a 75% refund of the LAX-JFK component of the fare.

At a minimum it should be:

SYD-LAX-JFK = 9963 miles, comprised of 7488 and 2475 miles respectively. The 2475 miles representing 24.8% of the trip.

So if you were in a return ticket, take half, and you should get 75% downgrade refund on the 24.8% LAX-JFK leg of the ticket! But you may need to exclude any government taxes and charges.

That would be a minimum… you might get a lot more depending how they work it out!