"PLEASE HELP" | Australian Frequent Flyer
Australian Frequent Flyer

Welcome to Australia's leading independent Frequent Flyer and Travel Resource since 1998!
Our site contains tons of information that will improve your travel experience.

Joining AFF is fast, simple & absolutely free - register now and take immediate advantage of these great BENEFITS.

Once registered, this box will disappear. And you will see fewer advertisements :)

"PLEASE HELP"

Status
Not open for further replies.

trobby

Newbie
Joined
Jan 7, 2006
Messages
2
Hello, I am rather new to this type of thing, but I am in need of all of your knowledge regarding Qantas Points.

For the last 5 years, my husband and I have been saving up (and spending on our credit card) our Qantas points to take my Grandmother back to Poland, as she was taken from there as an orphan in 1934.

We finally saved up enough Qantas points to take her, and booked 2 x economy class fares for my husband and me, and a business class upgrade ticket for my grandmother.

We were assured by the Qantas Rep at the Airport where I paid for the tickets that her upgrade would be fine due to her medical conditions, as the flight was not busy in that class.

Our trip was a complete disaster. We left SYD destined for SIN, where we were to overnight, as my Grandmother has a number of major illnesses, and on Doctors advice we decided to try and break the trip up a little for her wellbeing.

Upon arriving in SIN, we found that my Grandmothers bag had been lost, after 2hrs messing around at the Qantas baggage claim, and filling in a form, we then were on our way to the hotel (without any explanation, or compensation for her to buy some new clothes).

My husband went to purchase some clothes for her, but having lost her bag made my grandmother very distressed (as I am sure you can all appreciate).

The next day we were on our way to Heathrow, upon checking in, we were informed that Business had been oversold, and my Gran would have to be in Economy with us. I protested politely, but got nowhere.

She has very bad osteoporosis (with 4 old fractures in her spine), plus a very bad heart condition (Pacemaker), and finally suffers with Thyroid cancer (not the best person to take traveling, I know, but this was to be her only chance to go back to her home country).

They said our economy seats would be fine for her - so we carried on with the journey. By the time we got into Heathrow, my Gran was in tears with pain, she had to be taken by wheelchair from the plane.

Instead of going to our hotel she ended up at St Johns hospital for 5 days, as she had sustained another bone injury - due to her long and cramped trip in the economy seat.

We ended up flying home after she came out of hospital, 1 week later as my Gran could not carry on with the trip (this time on Air NZ, courtesy of our Insurance Company, they did not have to do this, but did).

Once back in NZ, I complained to Qantas - they just said they were sorry.

I asked for a refund of the points that were not used. They said as it was a discount ticket, they would not refund them. Is this true?

If so, I think this is rude and disgusting service.

So, after all of that we are no further ahead - we lost a lot of money (Gatwick-Krakow Return business class fares, Prepaid Krakow accommodation, plus the unexpected costs in London), all because of the inconsiderate service that Qantas provided us.

We are not rich people whatsoever.

My brother has offered us 60,000 Qantas points to take her there again later this year.

He said I could buy more from other members, so we can purchase a return business class fare for my Gran.

Is there anyone who wants to sell me there points for a fare price? Please let me know.

Thanks in advance,

Heidi :evil:
 

BlacKnox

Active Member
Joined
Jan 29, 2005
Messages
732
trobby said:
Is there anyone who wants to sell me there points for a fare price? Please let me know.
Assuming this story is true (& you're not simply trying to get some free points) then my heart goes out to you.

However if I were in your shoes I would not be trying to get points cheaply to potentially repeat this fiasco. Rather I'd be looking for ways to pressure Qantas to do what's morally right, and at the very least refunding some of your points. Some ideas:

a) Post your message again (less the "sell me your points" part quoted above) to the Flyertalk Qantas forum asking for advice and compensation ideas at http://www.flyertalk.com/forum/forumdisplay.php?s=ff4d9bc9e6f15ddb12248ecbf1e5ce37&f=498

b) If you're in NZ, forget calling customer service and physically go into the local Qantas office with relevant documentation (lost luggage report/ hospital receipts/ QF points statement etc) and ask for satisfactory compensation from the office manager. Make an appointment.

c) And if the above two don't deliver results, consider speaking to local TV stations about your dispute. This story is very sad and unfortunately would make good TV for a local current affairs story of the big corporate monster trampling on the less fortunate.

Welcome to AFF and Good Luck :!:
 

Dave Noble

Senior Member
Joined
Oct 10, 2005
Messages
6,419
I am a bit confused here. Since it was an international flight, upgrades cannot be confirmed in advance and are granted subject to availability at check in ( as per the T&Cs of the scheme ). If the flight was oversold in business , then no upgrade is going to be given

Dave
 

serfty

Moderator
Joined
Nov 16, 2004
Messages
40,401
Flights
My Map
Dave Noble said:
I am a bit confused here. Since it was an international flight, upgrades cannot be confirmed in advance and are granted subject to availability at check in ( as per the T&Cs of the scheme ). If the flight was oversold in business , then no upgrade is going to be given

Dave
Maybe the "Business Class upgrade Ticket" was actually a business class award redemption?

Heidi, please enlighten.
 

freaky

Junior Member
Joined
Aug 18, 2005
Messages
17
I'm saddened by your story, but really don't think you have much to come back at Qantas with. If she was on an upgrade and J was oversold, well sorry, but that's bad luck. If business class is that important to you and necessary for you to travel, then dig deep and pay for it. Do not rely on the Qantas points system or the compassion of staff who have heard every tear-jerker one thousand times before to come through for you.

As harsh as that sounds, it's an unfortunate reality.
 
Status
Not open for further replies.

AFF on Air Podcast

  • jb747’s Stellar Career with Qantas – AIR013
    Sat, 15 Jun 2019 03:00:41 AEST
      In this special edition of the podcast, Matt chats to John Bartels (a.k.a. jb747) about his flying career with Qantas, the A380, the QF30 incident, flight training, retirem ...
  • Cheap Virgin Australia Business Class – AIR012
    Sat, 01 Jun 2019 03:05:28 AEST
      Find out how to get cut-price Virgin Australia Business Class tickets by buying and redeeming Etihad Guest miles! This episode also includes some listener Q&A and an interv ...
  • Star Alliance Status – AIR011
    Sat, 18 May 2019 09:39:41 AEST
      Find out how to easily earn Star Alliance Gold status with several different frequent flyer programs! This episode also includes an interview with John Blom, Australia’s ...
  • Premium Economy – AIR010
    Sat, 04 May 2019 00:21:32 AEST
      Premium Economy is a great compromise if you want a more comfortable experience than Economy, without paying for Business or First class airfares! In this episode, AFF’s ...
  • Hyperinflation of Points – AIR009
    Sat, 20 Apr 2019 04:49:59 AEST
      Frequent flyer points are a valuable currency, but they aren’t immune from hyperinflation! In this episode, Matt discusses why frequent flyer points are a terrible long-t ...

Community Statistics

Threads
81,589
Messages
1,883,804
Members
49,485
Latest member
iamolhaaaa
Top