QF YASA Flight Incorrect Points Total

[kempvet]

I booked a YASA with QF SYD-LAX return with the miles needed as follows,
I had 180,000 miles at the time.






with a total of just over 126,000 miles, I thought that there was something wrong,
so I rang the phone booking line, gave my FF number and pin to the CSO.
He logged into the system and saw the same thing. After he conferred with a couple of colleagues
he returned and said that go ahead and book the flight, citing that it was a bookable flight
on the QF system, total points and no more to pay, so the flight was booked.
A few hours later I booked a second one way YASA SYD-LAX flight a for a few weeks later
and paid with points and credit card, again the system accepted everything, paying
with CC and using 60,000 points.
A couple of days later, CS called and said that the second one way flight was rejected as
there were insufficient points, and that my original 126,000 points no more to pay YASA
was invalid and now cost 172,000 points.
In other words, the second one way flight disappeared (CC was refunded) but the original
return flight has now cost an unexpected 172,000 miles.

Questions, if this first flight really was 172,000 then why a few hours later was I able to
book the second one way flight with the remainder of my points.

I had to put the first flight on hold as the situation could not be sorted out before this
flight was due to leave, there will be penalties now for this flight.

My solution to the problem was that if the first return flight for 126, 000 was an
error by Qantas, then simply forget the whole thing, reinstate the 172,000 miles
and leave it at that.

So far QF will not entertain this idea,

any ideas as to what to do now?

 

[yo yo ma]

Did you take the flight? It is dated for May 2012.

 

[kempvet]

Did you take the flight? It is dated for May 2012.

No, I did not take the flight

 

[Mwenenzi]

Try www.airlinecustomeradvocate.com.au/ as noted in Passengers finally get outlet for airline complaints

http://www.australianfrequentflyer....-announces-travel-advocate-service-38816.html

 

[medhead]

Sounds like cough to me the base classic awards points is 48000 one way. So ~63000 one way is not unreasonable. Go to the travel advocate. I guess the one problem you'll face is that the first one way being a separate booking might not be able to say it was dependent on the second booking.

I'm also a bit confused by what happened. I think you booked 2 one ways, so I'm not sure how you have 172K for the first booking.

 

[kempvet]

the images you see are for the one return flight LAX-SYD-LAX, which at the time cost me just over the 126,000 miles, no other costs in dollars or miles, so I guess the extra 30,000 (2 by 48,000 from 126,000) was put towards taxes etc. This is what the booking agent said, it seemed a little light on, but if it was bookable, go ahead and book it. Since I then had about 60,000 miles left over I put this towards and point plus pay single LAX-SYD for future use. A couple of days later, I got a call from a CSO, sorry, we have thrown out the single LAX-SYD flight as you have insufficient miles, and the first return flight is now going to cost 172.000 - I guess the booking engine failed to calculate the real tax value in miles.

My point, if I book a flight, and it is accepted, and later a second flight is accepted and the CC charged, and I ring the booking line in the first place and they tell me to go ahead and book the flight, where does the responsibility stand, with QF or me.

 

[medhead]

I think the responsibility is with QF. The words you should use are "I booked in good faith" and hence you shouldn't be penalised for a failure with their booking system.

Just on the booking I think 30000 points is reasonable to cover the taxes component. I wouldnt have found that to be strange or questionable if it was me. So I don't think you have any reason to question the validity. Getting back to my first point: therefore you booked in good faith expecting that qantas got it right. Refund please.


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