Was given $200 voucher from QANTAS cost me $68 to use it...............!

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Annstan77

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Hi,

Just wanted to ask if anyone else has had a similar experience. I was given a $200 voucher to use towards a QANTAS flight as they lost and then damaged my luggage on a flight and took months to sort it out..........

I eventually got around to using the voucher on a flight to Sydney from Brisbane which was $200 return. I thought great the voucher would cover it.

To my surprise, I had to pay $68 in FEES to use this COMP VOUCHER FROM QANTAS. QANTAS ISSUES THE FEES and there is no way around it.........

is this correct, how is the possible?

regards

Anna
 
Your Qantas agent was incorrect. Your voucher was a "service recovery" voucher and as such should have elicited no fees for booking over the 'phone.

I used a $100 voucher today.

Do you have to send the voucher in still? If so, I would call back and complain - ensuring I nicely stress it is a "service recovery" voucher and no fee should be assessed as it cannot be used on-line.
 
Hi thank you for this. I have paid the 'fee' but I have emailed a couple of times now asking for an explanation of the fess. I will give them a call tomorrow. thanks again. I thought it was very odd
 
I have redeemed 4-5 vouchers in the last couple of years and not once did they charge a service fee booking through QF or Qantas Holidays.

I would definitely put in a complaint as they should not be charging fees for customer care vouchers.
 
Just to add, I got a voucher 3 years ago and the information specifically stated that fees would not be charged.
 
Just used my voucher for which I was not charged telephone booking fees.

However ISTR that the voucher noted that it could not be used to pay other booking charges, such as fuel fines, taxes etc.
 
codash1099 said:
However ISTR that the voucher noted that it could not be used to pay other booking charges, such as fuel fines, taxes etc.
Click to expand...
In my experience this is not enforced unless they specifically mean the voucher cannot be to pay things such as fuel surcharges and taxes on award bookings.
 
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The first three digits on the voucher serial number will determine if it is a "fee payable" voucher or not. This was told to me by the QF rep last week when using a $150 voucher while booking a flight for SWMBO IIRC.
 
I have a $200 voucher arising from my seat complaint and it says it is 'Valid for Qantas and Oneworld travel (incl surcharges and taxes).'
 
Thanks everyone for your replies, yes I was wondering if they will send me a $68 voucher then it will cost me $68 to use......... well aparently they are looking into why I was charged the fees, so will wait and see.........

Below is my receipt of the fees paid:

Passenger Name Ticket
Number Cash Credit Tax GST on
Fare
Total
Credit Comm GST on
Comm Fees GST on
Fees Nett Due
STANCOMBE /
ANNAMS 2011920001 2.00 0.00 60.00 0.00 0.00 0.00 0.00 0.00 0.00 62.00
TOTAL 2.00 0.00 60.00 0.00 0.00 0.00 0.00 0.00 0.00
Nett Payable INC GST $68.00

:p
 
Annstan77 you may want to edit your personal details from your post.
 
Hi there,

Update: turns out that NO FEES are to be paid EVER on redeeming a QANTAS travel voucher, this is stated on back of the ticket.....

You can ONLY book through QANTAS Travel stores by physically going into an office or calling 1300 659 137

This is were the problem was as I just rang the standard 13 13 13 number and was given wrong information about how to book using the voucher and hence why the fees were charged...........

You guessed it, they can't refund the money but they have sent me a voucher for $65 to use on further flights! (even though I paid $68)

So in future I will use the number to book and no fees will be paid.

Hope this helps.

Anna
 
Annstan77 said:
You guessed it, they can't refund the money but they have sent me a voucher for $65 to use on further flights! (even though I paid $68)
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I'd ask about the 3$, seriously. Companies do this all the time and it really annoys me. Had a similar experience when I moved house and the company I used to connect to the net managed to struggle with the whole thing. End result, I was paying for service not received for a couple of weeks.

When they finally got it sorted they were happy and about to close the whole sordid case ... then I asked them what they were going to do about the lack of service for the last two weeks. I could hear the cogs turning in the CSR's mind ... really struggling with the concept that here was a customer who actually wanted what he paid for. I got the refund, but don't worry about being petty, these companies are far more petty.

In your case, if its just too hard for them to refund you your loss why not throw you a round $100 in credit? No, they try to make you feel like you're making a big deal over nothing but will -never- go the extra mile themselves.

I view all of this type of thing as a training opportunity for the companies you like to deal with. If you genuinely want to keep dealing with a business then its in your interest, and theirs, that they follow a path of continuous improvement.

Feedback, so long as its considered and civil is always a good thing in my view.
 
Last edited:
Annstan77 said:
You can ONLY book through QANTAS Travel stores by physically going into an office or calling 1300 659 137

This is were the problem was as I just rang the standard 13 13 13 number and was given wrong information about how to book using the voucher and hence why the fees were charged...........
Click to expand...
Who advised you that you can only book through Qantas Travel? Totally wrong information.

I call 13 12 11 (and get premium desk during business hours and normal call centre the rest of the time) and go through to domestic reservations (or international) and tell them I would like to book some flights and would like to use a voucher. I don't mean to be rude in any way but if the consultant does not know the rules then I simply tell them what they need to know.

The person doing the booking puts information segments into the booking that voucher such and such is being used to ensure that the booking goes through and is not cancelled due to non-payment. If any amount is payable then this is also noted on the booking.

The last time I used vouchers (I think I had $600 worth of vouchers) I booked 4 BNE-SYD returns on sale and also had to pay $32 difference. Took the vouchers into BNE Qantas Travel and paid $32 with cash and I avoided the $7.70 surcharge for all 4 bookings plus no service charge for using vouchers.
 
Well the saga continues................ posted this on Facebook wall, so thought I would share it here

Hi, could someone please tell me why when booking with QANTAS you can not pay by direct debit or via BPAY or POLI so have to incure a CHARGE of $7.70 per transaction. I recieved a gift voucher from Qantas because of lost bagage, on redeeming it they made a mistake and charged me $68 to USE the voucher, on complaing they said it was a mistake and I should not be charged any fees so sent me a $65 voucher ($3 short I add) On booking flights again to use the voucher I am informed that you HAVE to pay by credit card no other choice so I incurred a FEE of $23.10............ so much for all fees and surcharges being included. This is the same if you have to book online using your points they only option is to pay by credit card and incur the fee. Most annoying thing is it is a DEBIT card so I am not even using credit it comes out of my bank account! but I still get charged. Surely this is not GOOD PRACTICE..... Jetstar offers no fees for using Poli (like BPAY) and all flight centres etc. offer BPAY or direct debit with no fees, so why does QANTAS not offer this service? So once again my $65 voucher was NOT $65 but $23.10 short....... aghhh (+ the previous $3 short)
 
Online & until 7 days of the first flight a new domestic booking, Qantas do allow the use of BPay.

There is no charge if using a debit mastercard.

However, these are for online.

It may be different when calling up - note that when I used a voucher earlier this I was charged the CC fee.
 
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