Qantas price match?

[gethsemene]

So this appears to be back on, there are multiple websites (I'm probably going BOJet as shows ABN on page) showing QF9/10 at $1000 cheaper than Qantas for end Feb out mid March back. Would prefer to book direct, what do you think my chances are of getting $1k back?

 

[ChrisMars]

Some posts in this thread Has Qantas' Price Promise Been 'Enhanced'? seems to indicate the new price promise t&cs makes it harder to be succesfull.

Would be interesting to know if someone managed to make it works, and which OTA they used.

 

[gethsemene]

So this appears to be back on, there are multiple websites (I'm probably going BOJet as shows ABN on page) showing QF9/10 at $1000 cheaper than Qantas for end Feb out mid March back. Would prefer to book direct, what do you think my chances are of getting $1k back?

So in answer to this NOT GOOD. I sent in an email, they replied pretty much instantly (same day) requesting more info, which I returned within the hour, so far so good, got a claim number pp000xx_ (less than 200, which shows how often it's used!).

Took my flight in Feb, return in March, didn't hear anything.

In May:

Sent an email chasing, no reply

Wait a week

Chased through 131313 and was told they would look into it and call me back later that day

Wait a week

Chased again through 131313, told there was no number for that team on the internal phone book and only the same email I had and they would dig around and call me back

Wait a week

Submitted a online feedback form

Wait a week. Still nothing, no reply, not once has anyone got back to me...

 

[BB197]

I was unsuccessful in an application against an exact flight I found on ifly.net.au because they did not have a 24h call centre. Mind you I called them to ask a question before booking and it was solved within 90 seconds of making the call. Yesterday I called the Qantas call centre and eventually got through to a human after a handful of attempts and then 13 minutes conversation which didn’t result in any resolution

 

[gethsemene]

Yeah, I read the thread, BYO Jet has a 24hr call centre, I was booking a J fare which has flex built in...

 

[gethsemene]

Just updating for hilarities sake, after 3 separate customer service requests and a few phone calls I complained through the Airline Customer Advocate (not expecting anything to come of it). That was January, this week I got a response from the advocate which forwarded a response from Qantas:

Dear Airline Customer Advocate We have requested a further review and we will respond directly to Benjamin. As such we believe the customer is ineligible to proceed via the Airline Customer Advocate. Kind regards Qantas Airways

I have now well and truely given up on this, because the only other option is court and I can't be bothered! I do find it interesting that they saying they've requested a further review (which they've told me 3 times) is reason that I'm ineligible. About as many teeth as a Collingwood fan that service.

 

[CaptainCurtis]

Just updating for hilarities sake, after 3 separate customer service requests and a few phone calls I complained through the Airline Customer Advocate (not expecting anything to come of it). That was January, this week I got a response from the advocate which forwarded a response from Qantas:

Dear Airline Customer Advocate We have requested a further review and we will respond directly to Benjamin. As such we believe the customer is ineligible to proceed via the Airline Customer Advocate. Kind regards Qantas Airways

I have now well and truely given up on this, because the only other option is court and I can't be bothered! I do find it interesting that they saying they've requested a further review (which they've told me 3 times) is reason that I'm ineligible. About as many teeth as a Collingwood fan that service.

Reach out to a journalist - they'd love to splash that piss poor response from Qantas in an article. Chantelle Francis did an article recently bashing Qantas.

 

[gethsemene]

Tempting, I know a few...

 

[Seat0B]

Just updating for hilarities sake, after 3 separate customer service requests and a few phone calls I complained through the Airline Customer Advocate (not expecting anything to come of it). That was January, this week I got a response from the advocate which forwarded a response from Qantas:

Dear Airline Customer Advocate We have requested a further review and we will respond directly to Benjamin. As such we believe the customer is ineligible to proceed via the Airline Customer Advocate. Kind regards Qantas Airways

I have now well and truely given up on this, because the only other option is court and I can't be bothered! I do find it interesting that they saying they've requested a further review (which they've told me 3 times) is reason that I'm ineligible. About as many teeth as a Collingwood fan that service.

Honestly this is the proof that truth is stranger than fiction. I thought I’d waited a very long time for a credit of original routing status credits following an involuntary downgrade from J to Discount Y. First complained in Feb 23, after 6 weeks asked by email to Provide details I had already provided but sent all the paperwork in again and since then - crickets. Now I see I have a long long wait ahead of me.

 

[Gold Member]

yy
Just updating for hilarities sake, after 3 separate customer service requests and a few phone calls I complained through the Airline Customer Advocate (not expecting anything to come of it). That was January, this week I got a response from the advocate which forwarded a response from Qantas:

Dear Airline Customer Advocate We have requested a further review and we will respond directly to Benjamin. As such we believe the customer is ineligible to proceed via the Airline Customer Advocate. Kind regards Qantas Airways

I have now well and truely given up on this, because the only other option is court and I can't be bothered! I do find it interesting that they saying they've requested a further review (which they've told me 3 times) is reason that I'm ineligible. About as many teeth as a Collingwood fan that service.

Completely unacceptable. Qantas hold us liable to their conditions of carriage and other contracts, yet for Qantas to assert another false claim and then deny your Consumer rights is a joke, albeit expected.

Qantas’ business model is to rely upon their loyal customers to just give up and cave in due to frustration. This was extremely well planned and executed and drives Alan Joyce’s departing bonus. If you disagree with this behaviour, stand up to it.

Take them them to the cleaners. Milk them dry. Make them feel this pain you did.

 

[gethsemene]

Well, well, well! Finally after 18months and more customer service calls than I'd care to remember, two ACA interactions and some social media ranting! I finally got this:

Dear Benjamin,

Thank you for contacting Qantas Customer Care.

Please accept our apologies if your query was not resolved in a timely manner. We never intended to make things difficult for you. We are committed to resolving the Airline Customer Advocacy claim that you submitted in regard to your price promise claim.

Upon evaluation, we've determined that we're able to offer AUD 933.00 travel voucher to your price promise claim. You may use this voucher towards a Qantas fare with Qantas flight number (operated and marketed). Kindly let us know when to proceed.

I appreciate you taking the time to reach us again and I look forward to resolving this for you as soon as possible




Is it a refund, no, but I'll take it.

 

[elanshin]

Well, well, well! Finally after 18months and more customer service calls than I'd care to remember, two ACA interactions and some social media ranting! I finally got this:

Dear Benjamin,

Thank you for contacting Qantas Customer Care.

Please accept our apologies if your query was not resolved in a timely manner. We never intended to make things difficult for you. We are committed to resolving the Airline Customer Advocacy claim that you submitted in regard to your price promise claim.

Upon evaluation, we've determined that we're able to offer AUD 933.00 travel voucher to your price promise claim. You may use this voucher towards a Qantas fare with Qantas flight number (operated and marketed). Kindly let us know when to proceed.

I appreciate you taking the time to reach us again and I look forward to resolving this for you as soon as possible




Is it a refund, no, but I'll take it.

Glad to hear at least there is an outcome.

The sad thing is, there's a JQ team dedicated to price matching on the spot, but I guess thats part of their core LCC model.

 

[eastwest101]

Well, well, well! Finally after 18months and more customer service calls than I'd care to remember, two ACA interactions and some social media ranting! I finally got this:

Dear Benjamin,

Thank you for contacting Qantas Customer Care.

Please accept our apologies if your query was not resolved in a timely manner. We never intended to make things difficult for you. We are committed to resolving the Airline Customer Advocacy claim that you submitted in regard to your price promise claim.

Upon evaluation, we've determined that we're able to offer AUD 933.00 travel voucher to your price promise claim. You may use this voucher towards a Qantas fare with Qantas flight number (operated and marketed). Kindly let us know when to proceed.

I appreciate you taking the time to reach us again and I look forward to resolving this for you as soon as possible




Is it a refund, no, but I'll take it.

I'm thinking the recent travel voucher has nothing to do with the ACA or internal processes at Qantas and everything to do with social media visibility. Which social media outlet did you use and where specifically?

 

[eastwest101]

Glad to hear at least there is an outcome.

The sad thing is, there's a JQ team dedicated to price matching on the spot, but I guess thats part of their core LCC model.

Qantas do have a price match team, its the social media PR team monitoring social media that acts to avoid another PR disaster! You literally have to shame them into abiding by their own T&Cs with the real threat of a PR disaster to get a resolution.

 

[gethsemene]

I'm thinking the recent travel voucher has nothing to do with the ACA or internal processes at Qantas and everything to do with social media visibility. Which social media outlet did you use and where specifically?

Twitter, but that didn't get me anywhere, the twitter team only managed to see that there was an ongoing customer complaint, they were unable to get involved. I last posted on twitter about it beginning of June.

 

[kangarooflyer88]

I was unsuccessful in an application against an exact flight I found on ifly.net.au because they did not have a 24h call centre. Mind you I called them to ask a question before booking and it was solved within 90 seconds of making the call. Yesterday I called the Qantas call centre and eventually got through to a human after a handful of attempts and then 13 minutes conversation which didn’t result in any resolution

Where in Qantas' terms does it say that the travel agency must have a 24h call centre? Again, if you look at the Qantas Price promise, the only stipulations are that they must be an Australian travel agency with an ABN/ACN and that you found the better fare on the same day you made the booking. I would try raising this issue to the ACA since it is a material breach of their terms.

Well, well, well! Finally after 18months and more customer service calls than I'd care to remember, two ACA interactions and some social media ranting! I finally got this:

Dear Benjamin,

Thank you for contacting Qantas Customer Care.

Please accept our apologies if your query was not resolved in a timely manner. We never intended to make things difficult for you. We are committed to resolving the Airline Customer Advocacy claim that you submitted in regard to your price promise claim.

Upon evaluation, we've determined that we're able to offer AUD 933.00 travel voucher to your price promise claim. You may use this voucher towards a Qantas fare with Qantas flight number (operated and marketed). Kindly let us know when to proceed.

I appreciate you taking the time to reach us again and I look forward to resolving this for you as soon as possible




Is it a refund, no, but I'll take it.

If they want to pay you back in Qantas funny money fine. But they better give you more than the value claimed since by their very own policy they must provide a refund of the fare difference. After all, what fool would accept a Qantas voucher over cash all things being equal? I'd push for cash or a bigger voucher and threaten to go to the ACA if they fail to honour their terms which clearly state:

If on the same day you purchase a Qantas flight at qantas.com you then find the same Qantas fare (including fare conditions) for a lower, publicly available price on an Australian website operated by a company with an active ABN/ACN, we'll match it and refund you the fare difference.

Hopefully they will do the right thing (or the ACA will force them to do so). It's a real pity that we don't have a Commission here in Australia looking after the interests of Consumers and ensuring we have a Competitive marketplace. If such a commission did exist like it does in EU countries, one could pursue them to enforce consumer rights.

 

[jb747]

Presumably they'll match any higher price.

 

[oz_mark]

Where in Qantas' terms does it say that the travel agency must have a 24h call centre? Again, if you look at the Qantas Price promise, the only stipulations are that they must be an Australian travel agency with an ABN/ACN and that you found the better fare on the same day you made the booking. I would try raising this issue to the ACA since it is a material breach of their terms.

I

It says on the price promise page

 

[kangarooflyer88]

It says on the price promise page
View attachment 344351

If you want to compare booking direct with QF versus ifly.net.au you have to also compare what the travel agent offers. Not having to wait on hold for 4 hours to do something basic like select a seat might actually mean ifly is more favourable than booking direct with Qantas.

 

[oz_mark]

If you want to compare booking direct with QF versus ifly.net.au you have to also compare what the travel agent offers. Not having to wait on hold for 4 hours to do something basic like select a seat might actually mean ifly is more favourable than booking direct with Qantas.

That's a different issue, bt you can hardly contact a call centre that isn't open.