Qantas incorrectly requiring PCR test. Any point seeking a refund?

[gidxg03]

My wife flew to Ireland 2 weeks ago from Melbourne. At check in she was incorrectly informed she needed a PCR test. She tried to tell them this but they would not listen so she had to queue and pay for a PCR test.

While waiting for her result she pulled up the correct info and went back to the desk and the check in staff agreed their advice was incorrect and she could board without a PCR. She asked if they would refund the test ($79) and they said she would have to request a refund from customer service.

Having spent many hours recently calling Qantas for an upcoming award flight my question is is there much point in chasing this up and if so what is the best process?

Thanks in advance for any advice.

 

[dylarr]

I doubt you'd have much luck via the call centre route. Your best bet is to probably go through the Customer Care form here:

Customer care feedback form | Qantas AU

Use this form to give Qantas feedback on your experience with Flights, Baggage, Check-in, Before you travel, Qantas Frequent Flyer and more.

www.qantas.com

You'll have the option to select the impacted flight. Make sure you document the interaction with the check-in staff including their commentary about contacting Customer Service for a refund.

 

[MEL_Traveller]

Agree. The call centre won’t have any ability to authorise a refund for something like this. Contacting customer service by email will be much easier time wise.

 

[DC3]

Having spent many hours recently calling Qantas for an upcoming award flight my question is is there much point in chasing this up and if so what is the best process?

The Call Centre is the contact point regarding flight reservation matters.

As advised, above, QF Customer Service will deal with refund/financial matters.

 

[Zanzara]

The Call Centre is the contact point regarding flight reservation matters.

As advised, above, QF Customer Service will deal with refund/financial matters.

Wow. QF still have Customer Service? Who would have figured...

 

[TheInsider]

Out of curiosity, what was the flight routing?

 

[DC3]

Wow. QF still have Customer Service? Who would have figured...

Don’t get too excited. It’s just a name of a department/area.

But you probably knew that.

 

[gidxg03]

Out of curiosity, what was the flight routing?

It was Melbourne through Darwin and then through Heathrow. Still no requirement to have a PCR. The check in desk missed the words or in the wording (must be fully vaccinated or have a PCR etc).

Thanks for the feedback. I'll use the Customer Care form as suggested.

 

[justinbrett]

I can't see how/why Qantas would refund something they didn't receive money for. I would assume best case is some kind of goodwill gesture - a credit / gift card or something like that.

At the end of the day the service you paid for was supplied, it was just unnecessary. Can't hurt to try though.

 

[dylarr]

I can't see how/why Qantas would refund something they didn't receive money for. I would assume best case is some kind of goodwill gesture - a credit / gift card or something like that.

They can and do pay compensation for things they don't receive money for.

For example, for delays/cancellations within Qantas' control, they will reimburse passengers away from their home port for pax-arranged hotel accomodation and meals upon presentation of receipts.

Compensation and Refunds Policy | Qantas

Compensation and Refunds Policy | Qantas

www.qantas.com

 

[justinbrett]

They can and do pay compensation for things they don't receive money for.

For example, for delays/cancellations within Qantas' control, they will reimburse passengers away from their home port for pax-arranged hotel accomodation and meals upon presentation of receipts.

Compensation and Refunds Policy | Qantas

Compensation and Refunds Policy | Qantas

www.qantas.com

Well that’s not a refund. That’s Qantas extending a service to you due to being unable to fulfil its obligations to fly you at the booked time.

That’s quite different to a rogue employee giving bad advice and making you purchase an unnecessary service. Sure if boarding was denied and that incurred costs they would be liable, but I’m not convinced in this case.

 

[dylarr]

Well that’s not a refund. That’s Qantas extending a service to you due to being unable to fulfil its obligations to fly you at the booked time.

That’s quite different to a rogue employee giving bad advice and making you purchase an unnecessary service. Sure if boarding was denied and that incurred costs they would be liable, but I’m not convinced in this case.

Sure the OP used the word "refund" instead of "compensation" which is probably more appropriate but I'm sure that's what they meant...

Either way, Customer Care handles compensation requests and the OP has gone there. It will be interesting to get an update on this one once they get a response.

 

[MEL_Traveller]

I can't see how/why Qantas would refund something they didn't receive money for. I would assume best case is some kind of goodwill gesture - a credit / gift card or something like that.

At the end of the day the service you paid for was supplied, it was just unnecessary. Can't hurt to try though.

It was a cost the agent required the passenger to incur in order to board the flight. The requirement was in error, the passenger should be reimbursed for it.

 

[RichardMEL]

I have a feeling unless this was documented at the time as an error in the PNR or by the staff involved then it could become a case of "he said/she said" type deal (though why anyone would make up having to do a PCR test is beyond me of course!). Point being that QF could say well there's no proof of pax being told they required it.

I do agree with the above this is probably more a case of compensation/goodwill gesture by QF of some sort (which could, of course, include a payment equaling the cost of the test)

now if the staff documented (seems unlikely) the error was theirs, that's probably a slightly different case.

 

[MEL_Traveller]

It would be petty for Qantas to deny their words of their staff member. As you say, what possible motive could the passenger have to make it up?

 

[RichardMEL]

It would be petty for Qantas to deny their words of their staff member. As you say, what possible motive could the passenger have to make it up?

oh I agree
the only thing I could think of - and again from THEIR point of view of a company looking to not pay for things is that if the customer incorrectly got the PCR test but said the agent told me I needed it kind of thing. I wouldn't be surprised if some try to put it on due to their mistake (or even misunderstanding given the ever changing requirements)

I want to be absolutely clear here that in no way am I saying ANYTHING about the OP with that statement. Just a general thought - again from the point of view of QF Customer (un)Care in a situation that may not be as cut and dried as it seems without any kind of documentation. Devil's advocate if you will.

 

[HappyFlyerFamily]

The only thing to point to is the timing eg I arrived at check in at x time (took a cab/bus/uber) and was told to get PCR test - see later y time for PCR test taken. Not sure whether any QF system records when a check in agent attempts to check in a passenger. Not to mention checking IT systems to 'verify' might cost more than the amount sought to be reimbursed....or QF's tendency to just deny.

 

[cmon0005]

If you have no luck and still want to pursue you could use this avenue Home
I personally have not used this service before, so cannot advise how useful it is.

 

[justinbrett]

It was a cost the agent required the passenger to incur in order to board the flight. The requirement was in error, the passenger should be reimbursed for it.

I don't think anybody argues the moral obligation for Qantas to offer something, hence why I predicted it would be some kind of good will gesture.

What Qantas doesn't have is any kind of legal liability in this situation. In fact accepting fault in this situation is likely to set a precedent they don't want. They'll deflect blame but offer something so it goes away.

What companies should do and what they are legally obligated to do are quite different things.

 

[MEL_Traveller]

I don't think anybody argues the moral obligation for Qantas to offer something, hence why I predicted it would be some kind of good will gesture.

What Qantas doesn't have is any kind of legal liability in this situation. In fact accepting fault in this situation is likely to set a precedent they don't want. They'll deflect blame but offer something so it goes away.

What companies should do and what they are legally obligated to do are quite different things.

Why can’t it be a legal obligation? People can be held liable for mistakes and errors.