Qantas’ Broken (Price) Promise

qantas-broken-promiseQantas’ Price Promise is virtually worthless, according to one member. This member’s recent claim was rejected on a minor technicality. But Qantas still refused to honour their guarantee, even after further supporting evidence was submitted.

Qantas customers are offered a refund of the fare difference and 1,000 Qantas points if a cheaper price is found on a competitor’s website. It sounds good, but in reality it seems that there is an extraordinary amount of red tape standing in the way of a successful Price Promise claim.

Our member’s claim was initially rejected because the number of passengers on the booking did not match the number on the screenshot of the competitor’s website. A second screenshot with the correct number of passengers was sent immediately. Yet Qantas refused to reverse their decision, spruiking a policy that only the original submission would be considered.

One member opines that the many terms & conditions are unfairly stacked in the airline’s favour. To make a claim, customers must first book and pay on the Qantas website. If the claim is later rejected for any reason, the customer is left with no opportunity for recourse. Even if the claim is accepted, it still takes up to 8 weeks from the date of the flight before the refund and points are received. This member believes that if Qantas were serious about offering the lowest prices, they would match the lower price before taking full payment.

Virgin Australia’s “Fare Promise” is similarly restrictive. Before submitting a claim with either airline, our members suggest checking the terms & conditions thoroughly.

Join the discussion HERE.

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Matt Graham
The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 60 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil, New Zealand & Kazakhstan. His interests include economics, aviation & foreign languages, and he has a soft spot for good food and red wine.

You can contact Matt at [email protected]