Here is the situation.
1. Bought two MEL-SIN return flights with 120,000 points for my father and step mother to visit a my unfortunately terminal auntie
2. Informed by step mother that my fathers passport name was slightly different from the booking name I gave and I needed to change it. She had spoken to someone in customer care and they told her that it would cost 3,500 points
3. Step mother called me up and asked for me to make the change
4. I called up and reconfirmed with Nola in QFF Premium service that it would be a 3,500 point cost. After a bit of grumbling and hoping to get it reduced to zero, I agreed to it.
5. A few days later I find that not only 3,500 points have been deducted, but an additional 8,000 was also taken!
6. Calling the QFF Premium service I spoke to Marie and she informed me that it should not have been 3,500 but 8,000 and that I was going to be refunded the 3,500 points. I told her that if I was correctly informed of the 8,000 point charge, I would have simply cancelled the flight for 5,000 points and booked another one. Instead I was told that it was too late, I have lost the 8,000 points.
I am very unhappy with this outcome as due to the lack of correct information, I am suddenly out 8,000 award points as opposed to the 3,500. I would have accepted a 5,000 hit and simply rebooked another flight if they actually told me the real cost. There was and still is a large number of award flights available for that trip.
I have just sent QFF a letter with this information and was just wondering what your thoughts are on this and what else I could have done.
It is little things like this that make me think of taking out that Velocity platinum card and actually start using it. Especially now that I get double status credits.
As an FYI, it is 3,500 points for a domestic flight and 8,000 for international.
Regards
Daniel
WP until Feb 2013. LTS.
1. Bought two MEL-SIN return flights with 120,000 points for my father and step mother to visit a my unfortunately terminal auntie
2. Informed by step mother that my fathers passport name was slightly different from the booking name I gave and I needed to change it. She had spoken to someone in customer care and they told her that it would cost 3,500 points
3. Step mother called me up and asked for me to make the change
4. I called up and reconfirmed with Nola in QFF Premium service that it would be a 3,500 point cost. After a bit of grumbling and hoping to get it reduced to zero, I agreed to it.
5. A few days later I find that not only 3,500 points have been deducted, but an additional 8,000 was also taken!
6. Calling the QFF Premium service I spoke to Marie and she informed me that it should not have been 3,500 but 8,000 and that I was going to be refunded the 3,500 points. I told her that if I was correctly informed of the 8,000 point charge, I would have simply cancelled the flight for 5,000 points and booked another one. Instead I was told that it was too late, I have lost the 8,000 points.
I am very unhappy with this outcome as due to the lack of correct information, I am suddenly out 8,000 award points as opposed to the 3,500. I would have accepted a 5,000 hit and simply rebooked another flight if they actually told me the real cost. There was and still is a large number of award flights available for that trip.
I have just sent QFF a letter with this information and was just wondering what your thoughts are on this and what else I could have done.
It is little things like this that make me think of taking out that Velocity platinum card and actually start using it. Especially now that I get double status credits.
As an FYI, it is 3,500 points for a domestic flight and 8,000 for international.
Regards
Daniel
WP until Feb 2013. LTS.