QANTAS travel credit concierge team

[Mrmrbagley]

I have had the complicated situation of having travel credits issued for flights that originally included an infant who is now over 2 years old. It was quite a saga but last year I managed to get the credits detached from the infant so that they are usable (at one stage I was told I'd have to get another child under 2 years old to travel with us to use them!)
I am now ready to use my credits. I was told when the credits were reissued that I cannot use the credit through the Qantas website and was directed to "Call our dedicated Travel Credit Concierge team on 1300 171 505, 24 hours a day, 7 days a week."

Has anyone else used this service?
After being on hold for too long several times and hanging up I am tempted to call the normal QANTAS call centre but am worried they will just transfer me and I would have to wait again.
Is this phone number just another link to the normal Qantas call centre team? Can you still get travel credits processed through the normal call centre?w

I would be grateful to hear of anyone's insights.
Thanks

 

[Rangalad]

I have had the complicated situation of having travel credits issued for flights that originally included an infant who is now over 2 years old. It was quite a saga but last year I managed to get the credits detached from the infant so that they are usable (at one stage I was told I'd have to get another child under 2 years old to travel with us to use them!)
I am now ready to use my credits. I was told when the credits were reissued that I cannot use the credit through the Qantas website and was directed to "Call our dedicated Travel Credit Concierge team on 1300 171 505, 24 hours a day, 7 days a week."

Has anyone else used this service?
After being on hold for too long several times and hanging up I am tempted to call the normal QANTAS call centre but am worried they will just transfer me and I would have to wait again.
Is this phone number just another link to the normal Qantas call centre team? Can you still get travel credits processed through the normal call centre?w

I would be grateful to hear of anyone's insights.
Thanks

Called them last Friday. About 15min wait (WP). Flights booked, credit used within 25min. The credit had purged, booking made Feb 2020. About a week before the borders closed.

 

[CaptJCool]

And here’s another reference point

For milk, trust the expiry date. Not so for your Qantas flight credit

Redeeming my credit for a cancelled flight proved harder than I expected. I see it as part of a corporate malaise: too much talk about values, too little about value.

www.smh.com.au

But the credit disappeared before checkout. So I called the call centre. (It’s fantastic that Qantas has this help line — it’s among the ways the airline has been making using travel credits easier throughout the pandemic, a spokesman later told me.) But the call centre could not help me. In fact, it told me that my credit had expired the day before the expiry date.

I reasoned with the woman on the other end of the line, but on this she was clear: the expiry date on a credit is the day before the expiry date indicated. Quoting ACCC credit note rules to her made no impact. Eventually, there was no more to be said. My credit was gone. So I jumped onto Twitter to vent my frustration that Qantas vouchers, unlike milk or any other consumer product, were apparently only good until the day before the expiry date given.

And lo and behold, in response to my tweet, Qantas customer service sprang into action. In a quick and courteous couple of private messages, the carrier requested the details of the credit and reinstated it manually with an expiry date at the end of this year.

 

[Mrmrbagley]

So I called up and wanted to use my 2 credits to books flights - should be easy right....?

After 4 phone calls and 3 conversions of my credits into different types and splitting passengers ect no one could book a flight with my credits.

On the final call the QANTAS representative suggested they just refund the money
I of course agreed.

The only problem is my credit card which the flights were booked on expired over 2 years ago and has now been purged. I made sure Qantas sent me refund confirmation emails and have since called my bank to chase the refund.

Hopefully the sun is about to set of this saga that has now lasted for over 1.5years.



Never again

 

[Franky]

So I called up and wanted to use my 2 credits to books flights - should be easy right....?

After 4 phone calls and 3 conversions of my credits into different types and splitting passengers ect no one could book a flight with my credits.

On the final call the QANTAS representative suggested they just refund the money
I of course agreed.

The only problem is my credit card which the flights were booked on expired over 2 years ago and has now been purged. I made sure Qantas sent me refund confirmation emails and have since called my bank to chase the refund.

Hopefully the sun is about to set of this saga that has now lasted for over 1.5years.



Never again

Good that you have perservered...

 

[CaptJCool]

So I called up and wanted to use my 2 credits to books flights - should be easy right....?

Hopefully the sun is about to set of this saga that has now lasted for over 1.5years.



Never again

If it’s any joy, my 2nd and 3rd credits for cancelled tics THAT were REFUNDED have disappeared from my bookings list.

clearly, there be no triple dipping with QF....

 

[Mrmrbagley]

Good that you have perservered...

It really is unfathomable.

The irony is I was ready to book flights that were more expensive than the value of my credits but because they couldn't process them and ended up having to refund I am now free to choose whatever airline I wish

 

[Mrmrbagley]

If it’s any joy, my 2nd and 3rd credits for cancelled tics THAT were REFUNDED have disappeared from my bookings list.

clearly, there be no triple dipping with QF....

I could never see them anyway. Eventually I was told that because they originally included an infant I'd have to call up.

Seems very few people at Qantas know what to do with a flight credit with an infant attached who then turns over 2yrs old

 

[RichardMEL]

uh so a credit with an expiry date printed of say Dec 31, 2023 ACTUALLY expires on Dec 30,2023? huh? That makes NO sense to me at all and if that is really a thing surely some sort of action should be able to be taken against QF - false advertising for one. I find this just.. weird.