Silver pack to wrong address

[bobcat]

Hi guys,

A friend of mine recently qualified for QFF Silver but had an old address listed on the account.
About 1-2 weeks after qualifying for silver, she fixed it online and called but was told the pack has already been sent to old home and there's nothing they can do.

There's apparently no way they can re-send passes etc.

Does anyone have any experience in a similar situation? Can Qantas actually re-send? If so, how did you achieve such a feat?

A lesson in keeping addresses up to date sure ... but nonetheless seems quite harsh. That or QFF are very lazy with the technology of one-off passes (never sighted such a thing, but presumed these are numbered etc?)

cheers
bc

 

[N860CR]

Mirrors an experience I had years ago. My silver pack didn't show up, Qantas claimed they sent it and basically accused me of trying to scam them into another pack. Ended up sending me new luggage tags but that was it. Never got the QP pass and if I wanted a silver card I'd have needed to buy a replacement. I hit Gold a few months after so didn't bother kicking up a big stink.

 

[Mal]

That or QFF are very lazy with the technology of one-off passes (never sighted such a thing, but presumed these are numbered etc?)

Yes they are very poorly secured. No serial number, there is (now) a hologram of sorts on the card - but for many years it wasn't there. Velocity does it differently (perhaps not better) by making the pass electronic only and added to your account for use.

So I see why they may be cautious about sending out a replacement pack... but IMHO this isn't an excuse for them not to.

 

[sutho58]

Yes they are very poorly secured. No serial number, there is (now) a hologram of sorts on the card - but for many years it wasn't there. Velocity does it differently (perhaps not better) by making the pass electronic only and added to your account for use.

So I see why they may be cautious about sending out a replacement pack... but IMHO this isn't an excuse for them not to.

Pardon? they have your name and account number on them.. how is that poorly secured?? the op's friend should go to the old address and see if they returned it to qf, and if so, i'm sure that once returned, qf will post to the new address.

 

[medhead]

Pardon? they have your name and account number on them.. how is that poorly secured?? the op's friend should go to the old address and see if they returned it to qf, and if so, i'm sure that once returned, qf will post to the new address.

Since when do the qantas club passes have your name and number on them? Agree, go to the old address.


Sent from the Throne

 

[mannej]

Medhead is correct, the Single use QP cards do not have that info on them, just an expiry date and a hologram

 

[paxman]

looking at one now and it is just the date and hologram. my next trip in Aug. qualifies me for gold just before my account re-sets in Oct, timing!

 

[bobcat]

Few problems with that though:
1) If you've moved 1000kms (which she has) it's not really practical to doorknock - and impossible to call if they're not in WhitePages
2) I'm sure there'd be some unwholesome characters who would take the passes / deny the letter's existence (as an extension of this, surely there's a handful of dodgy posties who would snaffle them and put on eBay for $100)
3) Qantas rep said she couldn't guarantee they'd even pass it on to new home if the pack were RTS.

It just seems strange they don't have a serial number (like every reputable gift voucher). If so QFF'd be able to cancel the old ones and send a new pack at minimal cost. Not to mention keep an eye on eBay if they ever decide they want to try to ensure they aren't sold
That or send via registered post perhaps?

Anyway, QFF's choice - yet another that I find baffling.

 

[mannej]

Few problems with that though:
1) If you've moved 1000kms (which she has) it's not really practical to doorknock - and impossible to call if they're not in WhitePages
2) I'm sure there'd be some unwholesome characters who would take the passes / deny the letter's existence (as an extension of this, surely there's a handful of dodgy posties who would snaffle them and put on eBay for $100)
3) Qantas rep said she couldn't guarantee they'd even pass it on to new home if the pack were RTS.

It just seems strange they don't have a serial number (like every reputable gift voucher). If so QFF'd be able to cancel the old ones and send a new pack at minimal cost. Not to mention keep an eye on eBay if they ever decide they want to try to ensure they aren't sold
That or send via registered post perhaps?

Anyway, QFF's choice - yet another that I find baffling.

Why is it baffling when the error was with your friend in the first place.

 

[sutho58]

the pass has nothing on it... your new silver card has your name and ff number on it as well as in the chip. the bag tags have your name and ff number in the chip. she's lost 1 qp pass. there is a return address on the package, mine arrived 2 weeks ago..

 

[bobcat]

Because it's a relatively small level of CSinvestment required (can't imagine this situation would come up very often) for a far more significant payoff (consumers chasing gold and opting to fly the roo more often). Just because a FFer makes an error, it doesn't mean the carrier can't be helpful. Eg baggage - if you have status & are 0.5kg over their limit, it makes business sense for check-in dragons not to demand a repack.

In the case of consumer fails, lots of firms in lots of industries will waive minor fees etc. They recognise the value of goodwill.
This isn't the only example where Qantas doesn't seem to do that.

Anyway, that's a discussion for another day.
Thanks for all the replies, if anyone has any first-hand experience like N860CR - I'm all ears.

 

[opusman]

the bag tags have your name and ff number in the chip.

No I don't think that's correct. The bag tags aren't linked to any particular FF account unless you're actually travelling with them.

 

[sutho58]

As part of Faster, smarter check-in, we've introduced new Q Bag Tags. These permanent, stylish Q Bag Tags designed by Marc Newson, contain world-first baggage technology.
An intelligent Q chip inside each tag synchronises the latest flight details with your new Qantas card, so that your luggage arrives when and where you do.

 

[mannej]

As part of Faster, smarter check-in, we've introduced new Q Bag Tags. These permanent, stylish Q Bag Tags designed by Marc Newson, contain world-first baggage technology.
An intelligent Q chip inside each tag synchronises the latest flight details with your new Qantas card, so that your luggage arrives when and where you do.

As I read that, it doesn't necessarily suggest to me that there are personal details stored on the chip. Just means once you scan you tag and your card, the details synch to each other.

 

[medhead]

Yes the details are synced to the Q tag when and as you check in your luggage. The Q tags can be used by anyone and so they do not have 1 particular persons details on them.


Sent from the Throne

 

[mannej]

Yes the details are synced to the Q tag when and as you check in your luggage. The Q tags can be used by anyone and so they do not have 1 particular persons details on them.


Sent from the Throne

Thanks Medhead, thought that was the case.

Now off to ebay to find some black QF luggage tags