Qantas status - help please!

[cwphoto]

In the past when I had a dispute with Telstra with false claims made over the phone by the call centre staff, I raised a complaint with the ombudsman and asked why the audio recordings couldn't be listened to. IIRC the ombudsman said they often only kept specific recordings for training purposes and that the rest were never kept (they are recorded but overwritten).

Not sure if it was just specific to Telstra or not but thought I'd mention it anyway.

From memory QF archive calls in the CC for 13 months (I designed it back in the day). After that, only the metadata exists - media will be purged.

 

[Dannyism]

Any update on this OP?

The TLDR for anyone just tuning in.

Someone took 2 Jetstar flights (without the bundle) to reach the 4 eligible sectors needed to maintain status.
They checked with someone on the phone at Qantas, they said it would be ok. Turns out, not OK.
They are trying to plead their case with Qantas, Qantas saying tough luck.
Final hopes hinging on whether there is a recording of the phone call where Qantas say it's OK.

What happens next? Find out next week, on Company v's Consumer.

 

[Flying Fox]

Of course it is. But does it exist?

With regards to recorded phone conversations.... many years ago Amex ran an offer that for every 20 txns on your statement you would get a bonus 10,000 QFF points (Cove will remember this one). So naturally I called, enrolled and confirmed with the agent that I was all good to go. At the end of the three or four month qualifying period Amex said I didn't qualify and never rang up and hence zero bonus points.

Asked them to listen to the voice recording on specific date and time (I noted this for my protection) and they couldn't access or find the recording (how convenient for them).

The skeptic in me says that organisations are only able to find recordings that benefit them. Recordings that don't assist with their positions 'get lost' or are 'unaccessible'.

 

[Pushka]

With regards to recorded phone conversations.... many years ago Amex ran an offer that for every 20 txns on your statement you would get a bonus 10,000 QFF points (Cove will remember this one). So naturally I called, enrolled and confirmed with the agent that I was all good to go. At the end of the three or four month qualifying period Amex said I didn't qualify and never rang up and hence zero bonus points.

Asked them to listen to the voice recording on specific date and time (I noted this for my protection) and they couldn't access or find the recording (how convenient for them).

The skeptic in me says that organisations are only able to find recordings that benefit them. Recordings that don't assist with their positions 'get lost' or are 'unaccessible'.

I share your cynicism.

 

[Dannyism]

The skeptic in me says that organisations are only able to find recordings that benefit them. Recordings that don't assist with their positions 'get lost' or are 'unaccessible'.

I share your cynicism.

Hah, I remember disputing internet speeds with TPG, I was trying to cancel and they were trying to sting me with a fee. They said I had no right because they read me a disclaimer about speed, I said they didn't. They went back and checked the recording. 'Your right Sir we didn't read you the speed disclaimer but that doesn't matter because blah blah'

 

[MEL_Traveller]

Indeed.

I challenge anyone to show how that 9.3.1 and 20.1.5 specify that the flight must be both jetstar AND in a SC fare bucket to satisfy the four flights rule.... It would be easy to intrepret from those that any oneworld flight is an "eligible flight"

But:

9.4 Qantas Points are not earned on all flights
9.4.1 Points are not earned for travel on:

(a) flights or booking classes that are not listed in or are excluded in the Airline Earning Tables;


The airline earning table excludes jetstar starter fares in Australia.

 

[Rebekkap]

I can see that as being a stumbling block here, as the OP's Aunt purchased the JQ flight prior to contacting QFF.

I am not sure if things have changed but one was never able to add a bundle to a JQ ticket after the booking was made.

Incorrect. She purchased the flight AFTER calling Qantas, as specified in my original post.

 

[Rebekkap]

Any update on this OP?

The TLDR for anyone just tuning in.

Someone took 2 Jetstar flights (without the bundle) to reach the 4 eligible sectors needed to maintain status.
They checked with someone on the phone at Qantas, they said it would be ok. Turns out, not OK.
They are trying to plead their case with Qantas, Qantas saying tough luck.
Final hopes hinging on whether there is a recording of the phone call where Qantas say it's OK.

What happens next? Find out next week, on Company v's Consumer.

Victory for the consumer! We wrote an email to Alan Joyce, outlining dates of calls and names of customer service agents, asking for her gold status to be reinstated, and what do you know, she had a call from Qantas Loyalty next day, status has been reinstated, they've said call centre staff will get better training on what constitutes an eligible sector, and they're looking into making the information on the website clearer.

 

[Rebekkap]

But:

9.4 Qantas Points are not earned on all flights
9.4.1 Points are not earned for travel on:

(a) flights or booking classes that are not listed in or are excluded in the Airline Earning Tables;


The airline earning table excludes jetstar starter fares in Australia.

That's specific to points though.

 

[mannej]

Incorrect. She purchased the flight AFTER calling Qantas, as specified in my original post.

Please re-read your OP. The syntax suggests she called after she made the booking.

 

[Flying mermaid]

Victory for the consumer! We wrote an email to Alan Joyce, outlining dates of calls and names of customer service agents, asking for her gold status to be reinstated, and what do you know, she had a call from Qantas Loyalty next day, status has been reinstated, they've said call centre staff will get better training on what constitutes an eligible sector, and they're looking into making the information on the website clearer.

what a wonderful result - congrats

Restores a consumer's faith in the process.

 

[Flying mermaid]

Please re-read your OP. The syntax suggests she called after she made the booking.

in post 10 she states that that her aunt phoned before booking.

 

[love_the_life]

Victory for the consumer! We wrote an email to Alan Joyce, outlining dates of calls and names of customer service agents, asking for her gold status to be reinstated, and what do you know, she had a call from Qantas Loyalty next day, status has been reinstated, they've said call centre staff will get better training on what constitutes an eligible sector, and they're looking into making the information on the website clearer.

Well there you go. Who would've thought it. Congratulations to Aunty.

 

[Pushka]

Well done. What a great outcome.

 

[mannej]

in post 10 she states that that her aunt phoned before booking.

Post 10 isn't the OP that is being referred to. To be honest I am more likely to refer back to the first post rather than something in the middle of the discussion.

Regardless a good outcome in the end.

 

[Daver6]

Victory for the consumer! We wrote an email to Alan Joyce, outlining dates of calls and names of customer service agents, asking for her gold status to be reinstated, and what do you know, she had a call from Qantas Loyalty next day, status has been reinstated, they've said call centre staff will get better training on what constitutes an eligible sector, and they're looking into making the information on the website clearer.

And victory for common sense. Great outcome.

 

[blackcat20]

That's awesome news.

 

[BAM1748]

Good to hear. A victory and lesson learned.

 

[Flying mermaid]

Post 10 isn't the OP that is being referred to. To be honest I am more likely to refer back to the first post rather than something in the middle of the discussion.

Regardless a good outcome in the end.

yes I know, but she did expand only a few posts down that it was before, While I agree it is hard to keep up with all the extra posts, they often add quite a lot to the discussion in the way of clarification.

 

[Dannyism]

Victory for the consumer! We wrote an email to Alan Joyce, outlining dates of calls and names of customer service agents, asking for her gold status to be reinstated, and what do you know, she had a call from Qantas Loyalty next day, status has been reinstated, they've said call centre staff will get better training on what constitutes an eligible sector, and they're looking into making the information on the website clearer.

Pleased to hear it. Well done.