No more Qantas Club access at Frankfurt - angry pax - refund of Life Membership?

[medhead]

I don't know what you are referring to by "opt-out", but if you are talking about a refund, then the answer given by QF was a clear and resounding no when the BA Terraces/Galleries QP issue occurred about 2 years ago. The smoke and mirrors answer was that it was a BA issue, not a QF one. The wording of the T&Cs also changed as a CYA for QF.

I recall at least one person who was offered a QC fee refund. So I'd say the no wasn't that resounding. The T7Cs still allow for refunds as noted the rules for access in LHR have now been changed.

 

[Kangol]

I recall at least one person who was offered a QC fee refund. So I'd say the no wasn't that resounding. The T7Cs still allow for refunds as noted the rules for access in LHR have now been changed.

To me it was resounding.. after speaking to supervisors and whatnot it was still a no.. a few others did report the same. Even though QF more or less acknowledged, "yes we know you paid for lounge access in [all these locations] and we know that you now are not getting everything that you paid for but you are still not getting a refund".

I do remember someone here mentioning a refund was given for someone who had joined just prior to the whole debacle. Given it was so new I guess that was considered goodwill grounds for a refund. There were probably more that got it but my impression was a flat no. They certainly did not offer one, but then again I wouldn't expect them to.

 

[serfty]

OTTOMH, the refunds only recently became a published policy after QF ceased Europe flights via Singapore and terminated all access for BA lounges.

 

[MEL_Traveller]

To me it was resounding.. after speaking to supervisors and whatnot it was still a no.. a few others did report the same. Even though QF more or less acknowledged, "yes we know you paid for lounge access in [all these locations] and we know that you now are not getting everything that you paid for but you are still not getting a refund".

I do remember someone here mentioning a refund was given for someone who had joined just prior to the whole debacle. Given it was so new I guess that was considered goodwill grounds for a refund. There were probably more that got it but my impression was a flat no. They certainly did not offer one, but then again I wouldn't expect them to.

the important thing to note here is that whether it is a shop in your local mall dismaying a 'no refunds' sign, or whether it is an airline effectively displaying the same thing, there is no difference under australian consumer protection laws.

consumers have rights, and a point blank 'no refunds' sign doesn't legally cut the mustard.

if you have purchased something which is defective, or doesn't serve the purpose for which it was bought, then you may be entitled to a refund. by law.

most states have a consumer affairs department, often with free advice by telephone. if you feel you are affected, this would be a good place to start.

 

[opusman]

consumers have rights, and a point blank 'no refunds' sign doesn't legally cut the mustard.

Yeah exactly, whether QF say a "resounding no" or otherwise is irrelevant, and I imagine a summons to appear before VCAT or similar would quickly have them changing their approach.

 

[kooky]

Thanks for the info.

To answer one question - they are based in AUS, they fly to Europe once a year or so and bought the membership on the basis of having access to the BA lounges and Qantas associated lounge in FRA. Particularly FRA was recently their most used airport, as it is a convenient base to travel around central Europe. They also bought the membership on the basis of the extra luggage allowance and put all their European holiday spend through Qantas. They holiday in Europe for a month, fill up the suitcase, and the FRA lounge was their last stop before home.

They received no 'specific guidelines' regards the FRA Lounge access on Emirates when they were rebooked via Dubai, nobody phoned them, emailed them or sent them a letter to explain specific guidelines. It was a surprise to them. In fact they underwent a lot of further stress as their ticket was issued before the specific cut-off date where the baggage guidelines changed regards the Emirates deal and nobody could tell them their specific entitlements being Qantas Club members, especially checking in with Emirates on the return leg (the longer leg still being QF).

They're back in Aus and they had this to say:

No lounge in FRA

Emirates staff at FRA not very friendly. Very fussy on weights. Several people repacking.

Food & Service on Emirates excellent.

Seating on QF10 not good. Next to kitchen listening to staff babble all night.

Qantas service poor.

 

[Red Roo]

They received no 'specific guidelines' regards the FRA Lounge access on Emirates when they were rebooked via Dubai, nobody phoned them, emailed them or sent them a letter to explain specific guidelines. It was a surprise to them. In fact they underwent a lot of further stress as their ticket was issued before the specific cut-off date where the baggage guidelines changed regards the Emirates deal and nobody could tell them their specific entitlements being Qantas Club members, especially checking in with Emirates on the return leg (the longer leg still being QF).

This is unusual, and I would again encourage them to contact our Customer Care team so they can investigate and discuss the experience with them personally.

If it helps, I'd be happy to escalate this internally if you can send me a private message with the details.

 

[kooky]

Thanks Red Roo, I'll pass it on. They've been quite traumatised by everything do to with this booking so it might offer some closure.

 

[Melburnian1]

kooky, could you encourage you friends to contribute to AFF in their own words (assuming their written English is very good or better) so that we may hear from the horse's mouth what occurred and how long it tok?

With these sorts of negative changes, perhaps QF should write to any other life members with a 'registered city' of FRA (or perhaps other nearby European ones as well that are closer to FRA than LHR) to offer them the option of a refund. Not all will want to take up the offer, but it would be the thought that counts.

 

[pagingjoan]

kooky, could you encourage you friends to contribute to AFF in their own words (assuming their written English is very good or better) so that we may hear from the horse's mouth what occurred and how long it tok?

With these sorts of negative changes, perhaps QF should write to any other life members with a 'registered city' of FRA (or perhaps other nearby European ones as well that are closer to FRA than LHR) to offer them the option of a refund. Not all will want to take up the offer, but it would be the thought that counts.

See post #26. They are based in Australia.