Should I feel aggrieved by this (Qantas)

[Anna]

It's quite possible to have this much bad luck.

Agreed, especially over a 2 year period as the OP's other complaint was from 2013.

 

[eastwest101]

I am not usually one to jump in and defend Qantas but in this case the OP probably didn't make life easy for themselves. From my re-reading of the OP's complaint they were in possesion of a gift voucher brought by their sisters friend and in their sisters name, then the OP got possesion of the gift voucher and tried to change the name on the gift voucher and use it to purchase tickets for the OP and a companion. Add in the possibility that deferaux alluded to with the original gift voucher being an international issued gift voucher so possibly issued in another currency and would not have a GST component and could have been several/many years old and its no wonder, and almost entirely predictable,that it turned into a bit of a mess.

As for their 2013 complaint, yes - we now all know that booking JQ flights on the QF web site is just asking for trouble, but this maybe wasn't as common knowledge in 2013? Still dosen't excuse the terrible service by JQ and QF in that particular case.

 

[mannej]

I think that Eastwest101 may be onto something here - I wonder if the OP having possession of a Voucher purchased by a third party for someone other than the OP is what caused the issues here?

The conditions seem to allude to ensuring that fraudulent activities do not occur, hence the extra bit of difficulty here. Aggrieved yes potentially, but at the same time you only have the side of the OP to base the judgement on. Keeping that in mind I am not sure compensation (good-will or otherwise) is merited? This does seem trivial compared to the JQ issue that the OP had a couple of years ago (and IMHO compensation would have been merited there).

 

[Deleted member 29185]

I've just stumbled into this thread and I wonder why all the angst?

Surely the OP has a genuine gripe (x2). I personally think compensation is an awfully high expectation but wasn't that the question......should an apology be good enough or is compensation warranted? I'd say stick with the apology, because any action for compensation will likely just end in more aggravation.

I also agree that losing ones temper is counterproductive but I also agree that sometimes the idiot on the other end of the phone (or across the counter) sorely tests ones resolve to remain civil. I recently said on a VA thread that I wished more random monitoring of the GCC phone calls would happen as that would have a threefold benefit to both the airline and customer, 1) to encourage the GCC staff to pay a bit more attention to their advice, attitude and service; 2) to identify the GCC staff who simply shouldn't be in that job because they don't have the aptitude/attitude for it; and 3) to identify those that really do an exceptionally good job and provide some reward for the effort.

As for the claim of booking JQ through QF being well known that it is nothing short of asking for trouble.......I must confess, I didn't know that! I do now however, but the point is that if I didn't know (and I am a frequent flyer of AU domestic airlines and a frequent peruser of AFF) then I'd say there are a great many people who don't realise it either! I also don't find it unusual that a person has airline difficulties twice in 2 years, hang I've had airline difficulties twice in two flights, which were two weeks apart!

 

[MEL_Traveller]

While i can understand the OP's frustration, no doubt a large part of this has been caused by the excessive call wait times. If calls had been answered in a couple of minutes (or a reasonable period depending on status) - the issue would have been resolved much more quickly, perhaps diffusing the angst.

I raised the issue of long call times in another thread. There hasn't been any response or acknowledgement by QF on the matter.

 

[eastwest101]

As for the claim of booking JQ through QF being well known that it is nothing short of asking for trouble.......I must confess, I didn't know that! I do now however, but the point is that if I didn't know (and I am a frequent flyer of AU domestic airlines and a frequent peruser of AFF) then I'd say there are a great many people who don't realise it either!

Sorry - should have been much more careful with my wording there - I should have said "provided that nothing goes wrong in the booking process, you will generally be fine booking JQ flights on the QF web site".

But if you are that very rare 1 in 10,000 or say 1:1million case where a mistake is made (either by JQ ticketing or by QF ticketing - its impossible to tell in the OP's case) then I expect you could have a devil of a time getting this fixed up, as what happened to the OP where they found out that Jetstar is a member of the Qantas group except where some sort of error needs to be fixed, in which case both QF and JQ try to avoid responsibility and blame each other for the mistake. I can't find the thread from 2013 but would be interested to know at which end the mistake in ticketing was made.

 

[medhead]

A good starting point would be to read the T&Cs of vouchers. In relation to point 4 and the idea of booking tickets, it is worthwhile remembering that a voucher is basically a ticket without flights. So all the usual restrictions that apply to booking a ticket apply to vouchers.

With respect to the wrong name thing. That sounds strange. The contact number should've been easily changeable in Manage My Booing. But in future, in this situation probably the quickest option would've been to use the same day no mistake guarantee and cancel the booking entirely with the first person you got on the phone.

 

[dcm]

Manage My Booing

I am pleased you are keeping it under control!