Qantas Price Promise

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canman

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I Have been lurking here for a time and finally thought I may have something useful to contribute.

As I am sure everyone here knows, Qantas offer a "Price Promise" when booking online subject to conditions.

I had used it a couple of times previously however on my last booking that admittedly was about 12 months ago I inadvertently breached one of the provisos.

I submitted a screenshot of the alternative booking website I had taken immediately prior to making the Qantas booking.

The technicality is that you must take your screen shot after booking. Qantas immediately declined the promise.

Yes Qantas were acting within the guidelines, however the proviso that the screen shot be taken after booking was mentioned only once in the preamble and not included in the What Qualifies and

What Doesn't Qualify table.

Naturally I appealed, initially through the chat feature where I was encouraged to resubmit the screen shot.

I took a second identical screen shot, however Qantas again declined as you are not allowed to re submit.

To cut a long story short after multiple emails, chats and phone calls I was able to reverse the decision and also get my bonus 1000 points.

I hope to alert any one else using this function that there is no leeway or common sense applied.

It reminded me of making an insurance claim where Qantas tried really hard to get out of the promise.

Thank you to all the contributors from whom I have benefited greatly with the advice and information here.

I have also used the Amex Explorer Card referral that was approved on May 13 this year so a lucky AFF member received the 30.000 bonus points

I could not find any mention of this topic elsewhere on the site and mods please feel free to move this if I have posted in any way incorrectly.
 
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I can confirm they don't make it easy, and enforce the 'no resubmit' policy strictly. Friends of mine were in the same situation, but even though they submitted a claim using screenshots in the right sequence, a QF ticketing error meant the original claim was rejected. After QF fixed the error, my friends resubmitted their original screenshots and were told 'sorry, you can only claim once and the original claim has now lapsed'.

Despite it being a QF error, and despite a couple of calls, my friends gave up. Just too much trouble.
 
Has anyone made a successful claim without there being any hiccups? I've submitted one in late July and although the autogenerated response says I'll receive an outcome within 3 days, it's so far been -radio silence-. So… not a no, but not a definite yes either.
 
Sorry OT just wanted to say nice name couldnt stop laughing
 
Has anyone made a successful claim without there being any hiccups? I've submitted one in late July and although the autogenerated response says I'll receive an outcome within 3 days, it's so far been -radio silence-. So… not a no, but not a definite yes either.

Hi Wong I have received a number of price match claims and all have been successful and normally confirmed with in 24 hrs. Biggest issue is that the website only allows 1 attachment and some times 2 are needed. I was rejected on one initially but when I replies to the email notification with further evidence and an explanation that I could not attach to the original claim I received a very quick reply confirming that my claim would be paid.

I would suggest a follow up email is required in your case.
 
Hello Wong, As mentioned I have mostly had successful results from the price promise. You just need to fit seamlessly into the given parameters.

When it didn't work, I found a polite and reasoned email seemed to have a result.

The initial email respondent advised they had to refer it on to the "sales promise team", however it finally was resolved in my favour.

If you have a good case my advice would be to be persistent.

The correct email channel on the QF website can be elusive so if you have problems there let me know and I will research where I found it.

I found the "chat" function quite helpful.

Regards, Canman
 
Does anyone have any experience with the refund when you have had to cancel the card that you booked the flight with?
 
Hello Tom, I found myself in that position last year. I couldn't get a straight answer from QF or my bank.

I decided in the end to keep the card a little longer and get the refund before cancelling.

The refund does not come through until after you have taken the first flight on that ticket
 
Someone mentioned in another thread that the bank will receive the money and should send me a cheque, although I may have to chase them for it.
 
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