Qantas Advertises "Fully Refundable" - but it Isnt!

[downgraded]

It's the LACK of action that is explicitly covered by Qantas.

I'm well aware of the meaning of lapse. I'm with @justinbrett. I thought it was plain common sense.

 

[RooFlyer]

I'm well aware of the meaning of lapse. I'm with @justinbrett. I thought it was plain common sense.

Unfortunately, plain common sense is of no use if there is a dispute or disagreement. In a commercial transaction, there has to be some written rules that both parties can follow and rely on. Qantas is notorious for having vague T&Cs in its various promos (witness endless pages of "what does this mean?" ... "is this covered?" on AFF) and this seems to be another instance of poorly worded or poorly thought out rules/terms.

 

[oz_mark]

The full form version includes a comment about what happens if you don't pay for the fare on time.

https://www.qantas.com/au/en/book-a-trip/flights/payment-options/book-now-pay-later.html

 

[downgraded]

The full form version includes a comment about what happens if you don't pay for the fare on time.

https://www.qantas.com/au/en/book-a-trip/flights/payment-options/book-now-pay-later.html

That somewhat resolves the alleged ambiguity regarding cancellation.

 

[stm1sydney]

But that is irrelevant if the clear representation given on the first occasion when Qantas promotes the offer of the "fully refundable" charge (in order to induce you to pay it) is that it is fully refundable. The fine print cannot fix up misleading or deceptive conduct.

 

[NoName]

Not sure Id call it “fine print”. Seems very clear to me.

 

[stm1sydney]

If you have to refer to another page of terms and conditions for the truth, then yes it can be called fine print. But that is also irrelevant (whether you call it fine print or something else).

 

[downgraded]

But that is irrelevant if the clear representation given on the first occasion when Qantas promotes the offer of the "fully refundable" charge (in order to induce you to pay it) is that it is fully refundable. The fine print cannot fix up misleading or deceptive conduct.

Hmmmm. Before you hit the confirm button it clearly says if you don't pay on time then you forfeit the fee. I still don't see any opacity in the statement.

 

[RooFlyer]

Hmmmm. Before you hit the confirm button it clearly says if you don't pay on time then you forfeit the fee. I still don't see any opacity in the statement.

We've been through that. That statement refers to payment timing. It does not address an outright cancellation. The page oz_mark found does but that's not in the booking process. Put another way - if the page oz_mark found does address outright cancellation, why doesn't the booking page? Its an omission, which I think is what the OP is unhappy about.

 

[kangarooflyer88]

Perhaps I am missing something here but if you buy a fully refundable ticket it is fully refundable. Are you suggesting that you bought a fully refundable ticket yet Qantas didn't honour the refund? As an aside any ancillary product like trip cancellation insurance or flight holds are by definition extra fees you pay and hence not part of the fare. This is also why I roll my eyes at people who think they are "saving" money by buying these ancillary products instead of buying a fully refundable ticket. And what these people don't understand either is that they get more than just a fully refundable fare for that extra upfront $$$, they also get way more status credits, a better chance at an upgrade, complimentary seating, and all other sorts of goodies.

 

[RooFlyer]

Are you suggesting that you bought a fully refundable ticket yet Qantas didn't honour the refund?

No-one is talking about that scenario. At least read the OP.

 

[Anna]

Anyway, after I managed to persuade a QF phone agent to throw in a BA J dom flight into the booking for no extra charge, I went ahead with the booking and got the $25 refund

 

[kangarooflyer88]

No-one is talking about that scenario. At least read the OP.

I read the OP's post. Their title implies that they bought a fully refundable ticket but then their post says they put a deposit towards the fare (completely different IMHO). Generally speaking, it rarely makes sense to put a deposit or buy insurance for flight cancellation. If you want that flexibility buy a fully refundable fare with cash or points since at least then you'll get everything back instead of leaving several tens or even hundred dollars on the table for nothing!

 

[RooFlyer]

Their title implies that they bought a fully refundable ticket but then their post says they put a deposit towards the fare (completely different IMHO)

The title says something was quoted as fully refundable ... but wasn't. The post explains that it was a hold fee.

 

[downgraded]

The title says something was quoted as fully refundable ... but wasn't. The post explains that it was a hold fee.

Yet it was/is fully refundable under the stated conditions.

 

[Anna]

The thread was spun off by a mod from a different thread. Any issues re thread title, speak to the mod.

 

[RooFlyer]

Yet it was/is fully refundable under the stated conditions.

Not revisiting that. Just noting the assumption made about the title etc etc

 

[ozziflyer]

Term conditions on being 'fully refundable' are explicit and clearly spelled out prior to the payment.

It is most certainly not deceptive, nor do I think it is misleading as the conditions are clearly expressed. Even if it was buried under an asterisk T&C's you are still taken to having read and understood the conditions if you are required to click a confirmation.
Make a complaint to the ACCC citing the ACL and you will just be wasting your time.
The case law in this matter is quite clear.