Qantas can't find my booking ref to refund points

[maverick1]

I'm in a very amusing and frustrating situation with a redemption booking I made.

I booked a reward ticket back in March from DEL to CMB to SYD on Sri Lankan airlines. I paid 104500 QF points + ~A$400 taxes. The ticket was booked 3 days before the travel date.

I waited for the eticket for few hours but the email never came through so I emailed their India Office ( [email protected]) but they never responded and hence I made alternate travel arrangements. The only email that I got was from the Qantas hotel promotional email which had the booking ref. Eventually, I flew back and the eticket never came through and the charge for surcharge & taxes from my card dropped off but the points were not refunded back.

In the past 6 weeks, I've contacted the contact center 3 times, and I have been told that apparently they cannot see the booking ref in their system and hence they cannot process a refund. The only solution offered to me so far is that they will call back but no one has ever called me back. I've explained them that this booking ref is correct & genuine as it is in my QFF activity statement and its also on their Qantas hotel promotional email, but they are just simply helpless.

I have dropped a complaint on Qantas website too but haven't heard back.

Has anyone been in a similar situation or knows how to contact the right team who can dig and find this apparently ghost booking which was made on the Qantas website using Qantas points and is listed in my activity statement as a redemption but Qantas staff cant see in their "Qantas" system ?

 

[Dr Ralph]

I wouldn't waste any more time on this with Qantas, time to lodge a complaint with Fair Trading.

 

[Mwenenzi]

Keep the complaint simple, short and to the point: nothing extra. With pdfs of QF ff statement and that hotel email.
Airline Customer Advocate (ACA)
and
Qantas Frequent Flyer <[email protected]>
Do not expect a fast responce from either

 

[maverick1]

Was just reading on ACA. I filed my complaint with Qantas last week, so I reckon I should wait for another week or so before filing it with ACA.
I'll also drop a note to the QFF email that you provided.
Thanks for your inputs.

 

[kangarooflyer88]

Maybe time to email uncle Alan or whoever is in charge of Qantas Frequent Flyer these days? Worse case you could always contact A Current Affairs as others have suggested to see if they'll do a story on it. No doubt Qantas would change its tune pretty quickly then!

-RooFlyer88

 

[ronlon]

Hi Sandeep3004 also jump onto Qantas facebook and respond to an existing post with your issue in addition to a message to qantas through Facebook.

 

[jpp42]

Maybe time to email uncle Alan or whoever is in charge of Qantas Frequent Flyer these days? Worse case you could always contact A Current Affairs as others have suggested to see if they'll do a story on it. No doubt Qantas would change its tune pretty quickly then!

-RooFlyer88

People are not suggesting the TV show A Current Affair, they are suggesting the Airline Customer Advocate . The Airline Customer Advocate is an industry dispute resolution body set up by certain Australian airlines and there should be some kind of follow-up eventually if you file a complaint with them (but you first have to complain to the airline and give them time to respond). Going to the media should be considered a last resort, as it is highly likely to be ignored by the TV producers unless you can make a real sob story of it.

 

[glennp]

Don't hold your breath waiting for any response from Customer Care. I think I am up to five complaints between September and February, but no responses so far. I had two bookings disappear and a couple of refunds went missing too. Phoning Qantas was a complete waste of time (literally days!), all that achieved was getting my first class booking ticketed erroneously into economy, then they hung-up. ACA will not investigate your complaint unless you first approach Qantas, and Qantas Customer Care simply do not respond. I was preparing to complain to ACA too but then I saw another AFF post where people had success contacting Qantas at [email protected]. I sent an email regarding my missing refund and received a refund within a day. Definitely worth giving that a try before wasting more time complaining to ACA. As for flights not ticketing I find it less painful to cancel and rebook than waste days dealing with Mindpearl. Qantas has become an awful airline to deal with, so best for your sanity to avoid contacting them where possible. Good luck.

 

[robinsparkles]

Hi OP, any update or luck with this?

 

[maverick1]

Hi, Yes, thanks for all the suggestions. I emailed [email protected]. with a threat of going to ACA and guess what they responded within 3-5 business days and credited the points.

Post automatically merged: Jul 12, 2022

Keep the complaint simple, short and to the point: nothing extra. With pdfs of QF ff statement and that hotel email.
Airline Customer Advocate (ACA)
and
Qantas Frequent Flyer <[email protected]>
Do not expect a fast responce from either

Thanks a ton mate! Email to FF@Qantas was enough for them to respond and resolve.