QF Gift voucher redemption restrictions

[alto25]

I remembered a few days ago that I had a $500 QF gift voucher that was given to me and was about to expire. This initiated a process of discovery for me regarding the redemption restrictions that left me wondering at the logic behind some of the rules. This was not a flight credit voucher but a gift voucher that had been purchased.

I had no immediate plans to fly QF but SWMBO was planning a trip so my first approach was to put it towards her trip. The conditions on the voucher state that the name can be changed when redeemed, but calling customer service I was told definitely not.

The next option was for me to book a trip I had been considering that included stops in YYZ and YVR. This was not possible as it was considered multicity which is not permitted with the voucher redemption, and neither city was a 'North American" gateway for stopover purposes.

Trying to be creative, I explored various trip option including a higher cost ticket with me offsetting some of the cost with points & pay - but this was not permitted. The CS agent checked with her manager and again it was not permitted. Nor was applying the voucher to cover fees and taxes on any FF award, despite the conditions on the voucher stating;

"Redeemable for one-way or return Qantas domestic or international flights departing Australia only, including fees, taxes and carrier charges."

As time was running out and it was all proving to be too difficult, I decided to book a return fare to DFW on sale and then on a separate ticket(s) sort out the best option on connections. It was then that found that I could not book the same sale price as was available if not using using the voucher redemption. I logged in a couple of times to check, but for the same flights / same dates the voucher redemption option was $1706 vs $1397 otherwise.

Pressed for time I booked it anyway and redeemed the voucher - but in hindsight question my judgement! :shock: The return flight is booked as Saver rather than Sale so I might get lucky in the upgrade lottery! I have since found much more cost effective (and convenient) solutions on competitors but that is my error!

My expectation was that the voucher could be used as tender towards any of the booking options available, including point & pays, FF awards, multicity, etc. i.e. go through the regular process, click pay, enter the voucher #, and then pay the balance o/s. Obviously I was wrong!

Finally I do note that that the terms and conditions on the website re voucher use are different than the terms shown on the voucher that I have.


cheers,
Al

 

[Buzzard]

Odd, I used a $500 voucher to book flights for 4 of us travelling together. Was done over the phone too.

 

[defurax]

Conditions are different for "customer care" and "gift" vouchers. In the case of a gift vouchers I believe QF was wrong in telling you that name change was not permitted as you can actually put any name you want at the penultimate step of the booking, just before paying. It has been discussed many times here how these vouchers have limitations which make them less appealing for some people. If you booked today I would call QF and cancel (at no charge) and ask to be booked in the Sale fare instead of Saver (if Sale is still available).

 

[MEL_Traveller]

I remembered a few days ago that I had a $500 QF gift voucher that was given to me and was about to expire. This initiated a process of discovery for me regarding the redemption restrictions that left me wondering at the logic behind some of the rules. This was not a flight credit voucher but a gift voucher that had been purchased.

I had no immediate plans to fly QF but SWMBO was planning a trip so my first approach was to put it towards her trip. The conditions on the voucher state that the name can be changed when redeemed, but calling customer service I was told definitely not.

The next option was for me to book a trip I had been considering that included stops in YYZ and YVR. This was not possible as it was considered multicity which is not permitted with the voucher redemption, and neither city was a 'North American" gateway for stopover purposes.

Trying to be creative, I explored various trip option including a higher cost ticket with me offsetting some of the cost with points & pay - but this was not permitted. The CS agent checked with her manager and again it was not permitted. Nor was applying the voucher to cover fees and taxes on any FF award, despite the conditions on the voucher stating;

"Redeemable for one-way or return Qantas domestic or international flights departing Australia only, including fees, taxes and carrier charges."

As time was running out and it was all proving to be too difficult, I decided to book a return fare to DFW on sale and then on a separate ticket(s) sort out the best option on connections. It was then that found that I could not book the same sale price as was available if not using using the voucher redemption. I logged in a couple of times to check, but for the same flights / same dates the voucher redemption option was $1706 vs $1397 otherwise.

Pressed for time I booked it anyway and redeemed the voucher - but in hindsight question my judgement! :shock: The return flight is booked as Saver rather than Sale so I might get lucky in the upgrade lottery! I have since found much more cost effective (and convenient) solutions on competitors but that is my error!

My expectation was that the voucher could be used as tender towards any of the booking options available, including point & pays, FF awards, multicity, etc. i.e. go through the regular process, click pay, enter the voucher #, and then pay the balance o/s. Obviously I was wrong!

Finally I do note that that the terms and conditions on the website re voucher use are different than the terms shown on the voucher that I have.


cheers,
Al

Having a look at the Qantas site, the terms and conditions are slightly different from those you state. For example the wording now says:

• Non-refundable and cannot be used for multi-city, Classic Flight Reward or Points Plus Pay - Flights bookings or redeemed for cash or other goods or services such as additional baggage or seat selection.

... which seems to exclude the use of a voucher for taxes fees and charges on a pure award itinerary.

If your voucher is different, you should raise that with QF, however... the term you have quoted (to include taxes, fees and charges) I would not have read to mean it was available for a pure award itinerary in any event. Others may read it differently... I see it only to mean that you can use it towards anyfare which is inclusive of those additional charges.

As for te higher price to use a voucher... I think I have read that mentioned before. However... I'm not sure why there is any such restriction. There doesn't appear to be one mentioned in the terms and conditions.

The current rules also support the change of name on the voucher for the person redeeming it.

I would follow these issues up with QF if you have the time to do so. I don't know whether you could invoke the 'mistake' rectification promise (free of charge) to right this.

 

[medhead]

The higher fare requirement does not apply to gift vouchers. If booked today ring to cancel the booking then book again. Is there a reason for not just trying options on line?

 

[alto25]

... which seems to exclude the use of a voucher for taxes fees and charges on a pure award itinerary.

Thanks for your comments MEL_Traveller.
My voucher makes no mention of any restriction on Classic Flight Reward or Points Plus Pay - so in contrast to what is stated on the website, I thought it would be possible with my voucher. I did provide CS with the voucher ref # to check the conditions.

Generally I was surprised at how restricted the redemption was - in terms of what I wanted to achieve.

Al

 

[MEL_Traveller]

Worth noting that *if* the terms and conditions around the voucher redemption were incorrectly applied in your case, or you should have been entitled to claim the lower fare, you'd most likely have statutory consumer protections. I'd still follow up as soon as possible, but if they don't allow it under the 'mistake' provision, I'd argue statutory rights.

I think they can pull the tape of your conversation with the call centre if need be.

 

[MEL_Traveller]

Thanks for your comments MEL_Traveller.
My voucher makes no mention of any restriction on Classic Flight Reward or Points Plus Pay - so in contrast to what is stated on the website, I thought it would be possible with my voucher. I did provide CS with the voucher ref # to check the conditions.

Generally I was surprised at how restricted the redemption was - in terms of what I wanted to achieve.

Al

If the terms and conditions have changed after the voucher was purchased, I'd say you have a good argument for the original terms to be applied... unless there's a caveat saying terms and conditions can change? (that would seem a bit unfair)

 

[alto25]

Is there a reason for not just trying options on line?

Sorry I'm not sure I follow your question. I did the booking online, and called CS prior to finalizing for clarification of the rules.

Al

 

[alto25]

If you booked today I would call QF and cancel (at no charge) and ask to be booked in the Sale fare instead of Saver (if Sale is still available).

For information I booked on Thurs 2/04 and that was when the voucher also expired. Regardless, from the comments here I think it is worth calling CS tomorrow for clarification.

 

[MEL_Traveller]

For information I booked on Thurs 2/04 and that was when the voucher also expired. Regardless, from the comments here I think it is worth calling CS tomorrow for clarification.

indeed... if they gave you the wrong information, then you can go back to the beginning... so you could change the whole ticket to your wife's travel, or take advantage of the lower $1397 fare etc etc. not sure if you'd be successful on the 'fees, taxes, carrier charges'... but it is slightly ambiguous.

 

[medhead]

Sorry I'm not sure I follow your question. I did the booking online, and called CS prior to finalizing for clarification of the rules.

Al

Just that generally whatever is possible online is my guide to the rules. As mentioned the name can be changed during the booking process. A related question, was the voucher for one person only?

In terms of redeeming towards and award, I've never had the thought that was possible. However, I've just check one of my vouchers and see it isn't specifically excluded.

Edit:

A bit of an oversight on the gift voucher email. The website when buying vouchers and in the terms and conditions make it clear that classic awards are not eligible for gift voucher use.
http://www.qantas.com.au/travel/airlines/voucher-terms-conditions/global/en

• Non-refundable and cannot be used for multi-city, Classic Flight Reward or Points Plus Pay - Flights bookings or redeemed for cash or other goods or services such as additional baggage or seat selection.

http://www.qantas.com.au/travel/airlines/gift-vouchers/global/en

• Non-refundable and cannot be used for multi-city, Classic Flight Rewards or Points Plus Pay - Flights booking or redeemed for cash or other goods or services such as additional baggage or seat selection.

Checking my email again that limitation is printed on the pdf version of my gift voucher. But since your voucher must have been issued last year, whereas mine is a current year voucher, I wonder if the words might have been different on your voucher.

 

[Mattg]

Were you really unable to book the sale fare using the gift voucher? I booked one last week.

 

[alto25]

A related question, was the voucher for one person only?

Yes, just my name on it.

The website when buying vouchers and in the terms and conditions make it clear that classic awards are not eligible for gift voucher use.

As the recipient I would not be aware of that restriction and it is not mentioned on my voucher. (Pdf nor email).

Checking my email again that limitation is printed on the pdf version of my gift voucher. But since your voucher must have been issued last year, whereas mine is a current year voucher, I wonder if the words might have been different on your voucher.

Yes, the wording is different.

Thanks,
Al

 

[medhead]

Yes, the wording is different.

Thanks,
Al

Disappointing. I thought they'd got the vouchers pretty much right last year. But it seems not.