Member since 02 Jan 2019
Total posts 37
Ok, so I just sent this to QF customer care. Am seething at the moment:
I am very pissed off with Qantas right now. I have an AMEX Ultimate card, and apparently when I make an "eligible" purchase I am entitled to 2 complimentary lounge passes.
Well, there I go and make a booking on the QF website for round trip business class flights in July. There's my eligible purchase, I thought. Further, I made another booking for flights in July (this time Y class) on the AMEX website, your card partner. That's another purchase, I thought. So after spending over $4000 in QF products (one on your website, and one on your partner's) I sit waiting patiently for my two lounge passes to use for my economy flights to and from ADL.
Only the purchases, I've been informed, are not actually eligible because apparently (and quite conveniently I might add) the flights booked directly on the QF website was actually Hong Kong based (which happens when you book HKG-MEL, go figure) and the QF AMEX flights, curiously, are not eligible either because...well just because.
So here we are, me a loyal QF flyer who just dropped over $4k on QF flights, on the QF website, using a QF credit card and logged in under my QF FF number being told by QF, "Yeah, nah, sorry. Those aren't eligible purchases."
Which leads me to ask the question, in the most incredulous tone I can muster, "Are you kidding me?"
I'm hoping, despite using the QF customer feedback form, on the QF website, about QF products, that my complaint will still be deemed eligible and worthy of a response."
Qantas - Qantas Frequent Flyer
Member since 08 Sep 2018
Total posts 3
I think both your purchases are eligible, in saying that I do think the Lounge passes do take some time to get to your online portal. You're not going to get the Lounge pass straight away.
Member since 15 Mar 2015
Total posts 84
The Qantas spend via
the AMEX travel site used to be an eligible purchase but i noticed the last
purchase i made didn't generate the eligible spend for the lounge passes either.
Maybe they have changed it because the $450 travel credit was making it a free
kick for the lounge pass.
No they are not eligible. I made the purchases in February and just this morning asked AMEX what the deal was as to why after almost 4 months no lounge passes. They said that since I made the first purchase from Hong Kong, QF counts it as ineligible. The AMEX bought tickets don't count either because QF decided so.
Member since 07 Oct 2012
Total posts 761
Writing when your "seething" is rarely going to be a good idea. The terms and conditions for this card, set by AMEX, will show that in this case you are not correct. Perhaps a read of this before obtaining the card or making the bookings would have helped prevent this problem.
Member since 24 Apr 2012
Total posts 1,110
What triggers the lounge passes in the system is a charge from 'Qantas Air Australia' in AUD. The lounge passes usually appear on the AMEX side with a few days of such a transaction, and are then credited to QFF within a relatively short time frame.It's the same as for earning bonus points on Qantas spend: it has to be direct with Qantas and in AUD.However, while that Qantas spend can be the more obvious paths like flight bookings and lounge membership, buying a Qantas gift voucher can also trigger both the bonus points and the lounge passes, as the transaction is processed in the same way as a flight. So, one option would be to purchase a $50 Qantas gift voucher ahead of your next trip, to activate the lounge passes for your already-planned upcoming trip (and then use that voucher when you next make a booking, so no money lost).
Member since 04 May 2014
Total posts 23
It's not so much a hoax, as a failure to read the terms and conditions. Whilst it may be frustrating that your assumptions were incorrect, neither Qantas or AmEx are at fault. The terms and conditions are quite clear when they state that the flights must be booked on 'qantas.com.au', when booking flights originating in another country the Qantas website always displays a message that you're being redirected to that country's website.
Actually, in the original terms and conditions, the AMEX travel website flights were eligible :) I'm sure, somewhere, a sub-clause about changing the conditions whenever they want exists. It's disingenuous.
Member since 29 Jan 2019
Total posts 9
You'd be lucky to get any response from QF customer care. I'm still waiting for a response to an email from 2 months ago.
I don't think there has ever been any promotion that the lounge access is for any (Oneworld) lounge other than Qantas lounges.
Member since 02 Sep 2018
Total posts 351
This is the terms that they defined on the website.
but it used to include AMEX and I did book my J tickets through .au but it automatically re-directed me. That is my issue. Thanks
Member since 11 Jun 2019
Total posts 1
I recently got the Qantas Ultimate Amex as well, what I did was go to the qantas carbon offset page (https://www.qantasfutureplanet.com.au/), and found a route that cost over $1 in offset credits. 5 business days later and the QF lounge invites were in my account! So maybe give that a shot, it'll only cost you a couple of bucks..
Member since 02 Jun 2015
Total posts 47
Hi Guest, join in the discussion on
QF and AMEX hoax (sorta)
Already have an ET account? Log in below.
Signing up with Executive Traveller only takes a second and lets you
interact with our community. It's completely free and we'll never pass your information on to
Didn’t receive an activation email? Resend one to yourself here.
If you’ve forgotten your password, simply enter your email address
below, then click 'Submit'. We’ll send you an email to re-activate your account and enter a new password.
If you have not received the activation email, simply enter your email address below, then click 'Submit'. We’ll send you an email containing the activation link.
Subscribe to our free newsletter and get the latest news, reviews, tips and more sent straight to your inbox