Qantas Club Farce

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kaytee11

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Qantas advertised 40% off to join Qantas Club during April and early May. Looked a good deal so paid the $537 including join fee (instead of over $900). Whilst waiting for the kit and new card to arrive (takes 3 weeks) I attained gold membership with Velocity and decided not to go ahead with Qantas Club as the terms and conditions state a full refund if you return the kit and card unused which I did in early May. It is now July and still no refund, after 3 phone calls to the call centre which is now in New Zealand (as pointed out in another thread on this forum).

Not unreasonable to wait this long, but then they told me there is a backlog in the finance dept. and it will be a further 3 MONTHS to be get my cash returned to my credit card.That will be October and 5 months after I paid immediately.

On picking myself up off the floor, I was glad I am with Velocity, and wondered how can a major business such as our national carrier Qantas, who recently announced record profits, hang on to such a little refund cash for that length of time?
 
Hi Kaytee11,

Yes sounds pretty dodge what has happened indeed and no explanation for the delay, but curious to know why did you fork out (quite a sum) for Qantas lounge when you were on the charge for Virgin Gold which you have now attained, and therefore presumably not on QAN flights (or perhaps the occasional one which questions the $537 value).
 
Qantas advertised 40% off to join Qantas Club during April and early May. Looked a good deal so paid the $537 including join fee (instead of over $900). Whilst waiting for the kit and new card to arrive (takes 3 weeks) I attained gold membership with Velocity and decided not to go ahead with Qantas Club as the terms and conditions state a full refund if you return the kit and card unused which I did in early May. It is now July and still no refund, after 3 phone calls to the call centre which is now in New Zealand (as pointed out in another thread on this forum).

Not unreasonable to wait this long, but then they told me there is a backlog in the finance dept. and it will be a further 3 MONTHS to be get my cash returned to my credit card.That will be October and 5 months after I paid immediately.

On picking myself up off the floor, I was glad I am with Velocity, and wondered how can a major business such as our national carrier Qantas, who recently announced record profits, hang on to such a little refund cash for that length of time?

Don't know which state you are based in but I'd be reporting this to Consumer Affairs right now.
Definitely not good enough :evil:
 
On picking myself up off the floor, I was glad I am with Velocity, and wondered how can a major business such as our national carrier Qantas, who recently announced record profits, hang on to such a little refund cash for that length of time?

Maybe before you go the ACCC option, you could call them back once more......

But then ask them what course of "Service Recovery" (use those exact words) they are going to use to keep your loyalty and Happiness with their product.

If that appears to be failing then.. ask if they have heard of A Current Affair?...

(Before that, research some names i.e senior editor, producer etc....leave Helmet Hair Tracey Grimshaws name till last, as she only presents the show).

But yeah, 5 months, thats just bull****. Status or not.
 
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Alternatively, Twitter usually gets these sort of issues resolved pretty quickly.
 
Alternatively, Twitter usually gets these sort of issues resolved pretty quickly.

Good point.
But none the less, use the Phrase "Service Recovery"

It is a trained state of mind, it is an instilled phrase, whether it be the airline, or a hotel reception.

It's one of the most valuable phrases in the Customer vs Server industry.

It's a Mental trigger point of emminent escalation of disatisfaction and pending negative publication towards said business.
 
A current affair threat ? That's so lame. Why would a current affair be bothered about a Qantas club refund
 
A current affair threat ? That's so lame. Why would a current affair be bothered about a Qantas club refund

Not lame at all, a suggested threat of publicising is far more intimidating/concerning commercially than an actual action.

It's basically pointing out a consequence, whether realistic or not.

If you don't cry wolf too often, then people will always react, and check the circumstance.......and Diffuse where Possibe.

But, as I said, "Recovery" of discontent is your foremost powerful avenue.


(Try it out when you next get a shower room , nice as it mightbe, but really felt like a bath, and a "Vague" room description inferred there may or may not be a Bath.

It's a cracking way to go from Deluxe King to Club Suite with lounge access in one simple conversation).

Mark My Words ;-)
 
I don't think a chargeback is an appropriate action is what is basically a change of mind situation....Others may disagree..(Not that Qantas should be taking so long)

Qantas states when you join the Qantas Club that there is a two-week cooling off period. If you change your mind within 2 weeks and haven't yet used the lounge, you are entitled to a full refund as advertised.
 
Saying you'll call A Current Affair is just inflammatory and they will just get annoyed - I used to get that all work all the time and I'd say fine can you just wait and I'll brush my hair and put on some lipstick.

Stating the facts and saying you have contacted consumer affairs and they believe you are in breach of your terms and conditions and could I please speak to a supervisor and don't hang up until you get somewhere and then ask what are they going to do to compensate for the anguish and time you have wasted on this farce.

I've had a few run ins with Telstra and twice have come away with a $200 credit because I stuck to the facts and didn't get angry.
 
Qantas states when you join the Qantas Club that there is a two-week cooling off period. If you change your mind within 2 weeks and haven't yet used the lounge, you are entitled to a full refund as advertised.

Qantas have said there will be a refund - just delayed. No time limit for refund in the T&C's? Sadly Twitter has worked for me.
 
https://www.influenceatwork.com/principles-of-persuasion/

threats no, that's why I said it seemed like a mini-stage production
describing the risks of not doing something "service Recovery" is a better way forward.

Since youre gonna be so slow refunding my money under your own terms of a cooling off period you're not meeting my reasonable expectations as a customer, do I need to go to a customer advocate to enforce my reasonable rights under your own terms. Goes stage left for the airline advocate Home


Customers can complain about:

  • flight delays or cancellations
  • telephone or internet reservations
  • customer service at the airport or inflight
  • baggage services
  • fees and charges
  • safety and security
  • airport lounge facilities
  • frequent flyer program terms and conditions
  • discrimination and services for customers with specific needs
  • requests for refunds
 
The OPs situation notwithstanding as it's a genuine complaint.... the seemingly regular use of trivial complaints and threats advocated in this thread to obtain preferential treatment (even subtle ones like whispering "Service Recovery" 3 times while turning around), it's not surprising that service staff are so wary of, and push back, customers who seek to raise a genuine issue.

My very regular trips are short, hectic and change frequently. Good service recovery when things go wrong makes this bearable. So i am concerned that others advocate what is, in effect, rorting the system and eroding the value of those few options customers can use when really needed.
 
I would not get too exited over the issue, as the OP (kaytee11) has not replied to any comments in the thread, and has made no other posting to AFF.
 
I have been reading the comments and just because I have not replied, does not mean this is not genuine. Why would I make this up? I have been a QFF member for 22 years and flown with them all over the world. I have posted plenty of times on cruise critic forums and trip advisor but have not had not posted on this forum just for no reason.

I assumed Qantas people would monitor this FF forum and maybe I'd get my May refund back quicker than waiting until October, otherwise I will chase it up again. If I don't pay my phone or energy bill in time it gets cut off, why can they take so long that's all.
 
I have been reading the comments and just because I have not replied, does not mean this is not genuine. Why would I make this up?
Some people signup, rant/vent once, and are never heard from again.
 
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