Qantas deducting more points than quoted

3 replies

mrc82

Member since 04 May 2014

Total posts 23

I made an online classic award booking last week, MEL-SFO in business on QF and SFO-SEA-YLW in economy on AS, it showed that it would be 110k points per person.


I noticed today that Qantas deducted 120k points per person from my account. When I spoke to the call centre I was advised that they could see I was quoted 110k online, but that it should have been 120k. I was told that I need to call back in 48 hours (not sure why they can't call me?) and that they were '95% certain' that I would get the additional points back.

Has anyone else had a similar experience? I certainly have no intention of allowing them to keep the extra points.

ausJCP

Qantas - Qantas Frequent Flyer

Member since 28 Aug 2014

Total posts 126

Qantas charges booking fees and change fees if you contact them by telephone to make/amend an award booking. Did you contact the QFF call centre at any point in the booking process (or afterwards to make a change)?

If not -- and you are able to show evidence that their booking engine quoted you 110k pts for the booking -- then I would absolutely hold them to account for the discrepancy & insist on a reimbursement.

mrc82

Member since 04 May 2014

Total posts 23

It was all done online, no changes. The amount is not shown as a fee (which is always listed as a separate line item).


They acknowledged that they themselves can see I was quoted 110k.

mrc82

Member since 04 May 2014

Total posts 23

After multiple phone calls, Qantas eventually ended up manually refunding the extra points. Spending several hours on hold to resolve their error was quite frustrating though.

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