Price "Promise" (Hotels)

[jfabian]

So for our upcoming trip I decided to book our hotels through QF. But I would always perform the price check, BINGO I found one that meets the price promise!

Submitted within same day, same room type, hotel, inclusions, .AU booking site and a cheaper price. Woohoo, 1000 free points. (oh and that refund...... I almost forgot....)

After 1 week we hadn't heard anything, so i spoke to the QF (hooroo) call centre, who basically denied receiving it and that now it is more than 24 hours since booking that there was nothing they could do. That was before I sent them my other image, of the QF page before submission.... (I knew that it may be an issue from other AFFers experiences). The person we spoke to said she would definitely call us back within 24 hours..... well we are now more like 48 hours. Something about speaking to the technical team to see if we actually submitted it.

In fact I submitted it twice, both times receiving no confirmation that it was submitted and it went back to the QF home page on both occasions.

I did also make comment, that in the Price Promise T&C it states that it must be "Submitted on the same day" , it says nothing about it being received....
Hence, if there was a technical error and they have not received it.... then should I be in the right because I submitted it!

Any ideas on further action I can take?

 

[jfabian]

just for completeness.... here is the photo that I sent to them showing the better price


(it makes me feel a bit like a "frustrated traveler" pictured in one of my previous posts.... if you know which post I mean...)

 

[mooingchicken]

I havnt used the qantas price match before, but my limited experience is you really have to fight to get them to honour it.
I had a similar price match for an upcoming trip (I think a booking site mixed up AUD and pounds) but it met all of the requirements. There T&C stated must be withing 24hrs (was about an hour) and they would accept it within 48hours.

A week later after I followed it up twice, It got rejected 3 times stating no longer available, not the same booking conditions etc (but it was). This went on for a few emails, offering different prices (ie a lot higher) but then they turned around and accepted it after I pointed out the conditions were the same, and they broke there T&C by not checking and responding withing 48hrs.
I found if you have all the screen shots that will defiently help you.