Qf Award Jq Starclass Discounts Not Being Applied Kix-ool

[hardya]

From October, Jetstar changes their routing from Osaka to Sydney via Coolangatta rather than via Brisbane.

With the routing change, somebody has forgotten to set-up the QF award system to automatically apply a 20% discount to award redemptions in StarClass.

Went through all sorts of arguments on the phone with several of their staff on the phone earlier, with them giving all sorts of excuses for why they should not have to give the discount. They read through the terms and conditions and finally came back with the "not sure how that could be" answer.

I have e-mailed a complaint to QF FFP and to QF Telesales but no doubt will not be actioned prior to the end of the promotion next Monday.

Has anybody else had this problem?

 

[AnonymousCoward]

I just booked a KIX-SYD award flight today in *class and was charged the full 72k points. I just assumed that this was because either it was a QF flight number or because the outbound flight was on QF (SYD-NRT).

If that flight back qualifies for the 20% discount, then I'm going to have to get in contact with them. I'll let you know what the result is.

 

[hardya]

All QF award bookings on JQ-aircraft are always under a QF flight number.

I suggest you call them back before Monday and demand the 20% reduction.

 

[AnonymousCoward]

Called QANTAS

Spent >30 minutes on hold whilst they looked this up.

The CS rep said that you can not combine a QF booking with a JQ booking. If I'd booked them separately, the discount would apply to the individual JQ flight.

She said that this condition was not on the webpage and that wasn't fair to people making bookings - but she didn't seem to understand that this constituted false advertising. She offered to try to get a supervisor to cancel my booking with no penalty. I said "thanks but no thanks".

Instead, I will send some communication into QANTAS about how this is an unsatisfactory situation.

 

[ANstar]

Actually the JQ 20% star class discount hasn't been extended after 30 June.

So I would say that NO JQ flights are offering the discount after today. I just tried a couple of dummy bookings on just JQ metal and I didnt get the discount either.

 

[hardya]

Be firm and demand the 20% reduction. Advise them that the telephone operator was unwilling to assist and mentioned the undocumented rule. Advise them that if the matter is not addressed to your satisfaction that you will be referring the issue to both the ACCC and State office of Fair Trading due to misleading and deceptive conduct, in breach of the Trade Practices Act.

 

[hardya]

Actually the JQ 20% star class discount hasn't been extended after 30 June.

So I would say that NO JQ flights are offering the discount after today. I just tried a couple of dummy bookings on just JQ metal and I didnt get the discount either.

It was for bookings made prior to 30 June 2008; nothing was mentioned on the website about travel date restrictions (however the QF phone girl told me their sheet said for travel before 1 Nov 2008)

 

[AnonymousCoward]

Actually the JQ 20% star class discount hasn't been extended after 30 June.

So I would say that NO JQ flights are offering the discount after today. I just tried a couple of dummy bookings on just JQ metal and I didnt get the discount either.

The special was for bookings made prior to June 30th for travel before Nov 30th (or similar - it may have been Dec 31st).

I know that I made a couple of dummy bookings a few weeks ago to see what was available in November. This was back when JQ18 was available (KIX-BNE-SYD). That seems to have been replaced with KIX-OOL-SYD, which is not attracting a discount. However JQ18 did.

 

[AnonymousCoward]

Be firm and demand the 20% reduction. Advise them that the telephone operator was unwilling to assist and mentioned the undocumented rule. Advise them that if the matter is not addressed to your satisfaction that you will be referring the issue to both the ACCC and State office of Fair Trading due to misleading and deceptive conduct, in breach of the Trade Practices Act.

To be honest, I'm not really that fussed about the points. I have lots of points that I can't use (due to non-availability of flights and my own time constraints )

However, I was told by the FF people that I needed to call the Reservations people (why couldn't the FF people just call and sort it themselves).

I then call and explain to the reservations people that I'm hoping it's a 1-2 minute fix, and after >30 minutes I'm told it's their fault, and they can involve a supervisor to cancel the booking and start over.

The attitude of the CS left a lot to be desired. If the fault is at QF's end, then I would expect them to sort it out and call me back, once they've taken 30 minutes to determine where the problem lies. I've already told them I don't have unlimited amounts of time. What's even more concerning is the rather cavalier attitude to the fact that QANTAS are offering something on their website and not realising that this is a serious issue if what's offered isn't substantially correct. And as a WP I would expect them to offer to sort it out as a matter of course, not offer to consume another 30 minutes of my time.

 

[pk67]

I booked SYD-KIX award seats on 11th June, for travel in April '09 and the online booking wouldn't allow the 20% points discount. I telephoned Qantas before completing the booking and was advised that this flight was not eligible for the 20% discount. I elected to complete the booking online.

I telephoned QF yesterday to have another go at the 20% points discount, and was placed on hold for 20minutes while the matter was referred to a supervisor and then to another department. I was finally advised that this discount was only valid for travel to November 2008. I pointed out that the website made no mention of travel date restriction, and that I would like to lodge an inquiry. The QF rep requested her supervisor to lodge the query, and advised that a snapshot of the relevant web page had been attached to the supervisor query.

About three hours later I received a telephone call advising that the 20% points discount had been applied to my booking and that my frequent flyer account had been adjusted to reflect this. I immediately checked and it was true - 20% of the points had been refunded.

I was pleasantly suprised with the professionalism displayed the customer service rep in the lodging of the query, and the quick turnaround of the resolution.

This is my first post, after years of viewing only. Hopefully other readers will benefit from the succesful resolution of my query, and save themsleves some points (as long as they booked pre 30th June).

 

[NM]

This is my first post, after years of viewing only. Hopefully other readers will benefit from the succesful resolution of my query, and save themsleves some points (as long as they booked pre 30th June).

Welcome to AFF, pk67. Thanks for sharing you r positive outcome with us.