Qantas Price Promise Fail

hypie on 20/02/2018 - 23:09
Last edited 20/02/2018 - 23:10

So… I try to be a good loyal customer and buy direct.

Price promise checklist…

Aus website check (I have matched skiddoo.com.au before).
Screenshot check.
My cropped screenshot is missing the my PC's time… Check.

Declined.

Sent the same screen shot without cropping…

Declined. You only have one attempt per booking.

So I just payed $50-60 extra (plus cashrewards)… for cropping the time out of the screenshot. The time on my PC that can be altered to suit my claim if required. That is also particularly irrelevant because you have to post on the same day as the booking.

Is this really how petty Qantas has become? I made a mistake, I get it. But this is absurd, why even bother offering a price promise if you deliberately make it frustrating to actually claim.

/Rant.

I'm going to call the frequent flyer number tomorrow and see if they will do anything…

I hope this serves as another warning for people and I know I won't be booking direct anymore.

Travel Declined Promise

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Comments

  • DarthAntz on 20/02/2018 - 23:13
    +1

    why havent i won a prize in the competitions page yet?

  • bobbified on 20/02/2018 - 23:40
    +7

    So I just payed $50-60 extra (plus cashrewards)… for cropping the time out of the screenshot.

    It really can't be any clearer than this:
    (https://www.qantas.com/travel/airlines/price-promise/global/…)

    To claim you need
    A screenshot from an Australian website, for the entire journey showing the same identical Qantas flight for a lower price, stamped with the time and date of the screen capture (AEST/AEDT) after you made your booking, -displayed on the screen capture.

    And then further down the page:

    What doesnt [qualify]
    Resubmission of claims. Only one claim can be made for each booking, and that claim cannot be resubmitted or amended

    • hypie on 20/02/2018 - 23:45

      Thanks dude… I understand the facts.

      "I made a mistake, I get it."

      It can't be any clearer

      I'm writing about how absurd it is 1) You can't resubmit the claim with the exact same uncropped screenshot 2) that time/date stamp is even a requirement when you have to post on the same day as booking with a link to the website in question.

      • bobbified on 21/02/2018 - 08:41
        +2

        I didn't give you that neg.

        I have to say though, most companies would hide these conditions in their T&Cs/fine print, but Qantas has outlined their conditions quite clearly, so can't fault them on that.

        I'm just guessing, but that particular rule could simply be a case of them not wanting people to constantly call their service centre, holding up the line for actual potential sales. Calls relating to their price guarantee would be the absolute lowest priority.

        Anyway, you now know the rules for next time.

        • hypie on 21/02/2018 - 09:59

          I don't see how my PC date/time is of any relevance to them price matching. It clearly said you need you need to have submitted on the same day of the booking. I mean if you read one of the links I posted bellow, a guy got declined because his time/date stamp stated that he had purchased it after the screenshot was taken (because he lives in Adelaide instead of EST - just ludicrous). Jetstar went to an online chat system for price matching, that appears to work perfectly and they don't limit you to one submission. You also don't need a time date stamp.

        • Love a bargain on 21/02/2018 - 13:19

          @hypie:

          I think the purpose of that is to make sure that your matched price is available after, not before, you purchase the ticket with Qantas

  • Findo on 20/02/2018 - 23:52

    It’s all about doing your due diligence my friend. No one will look out for you in life unless they’re good family members or you’re paying them to represent you - even then there’s no guarantee they’re always acting in your best interests.

    • hypie on 20/02/2018 - 23:55

      Fair enough..

      But I will stand by the fact that I have never come across another sham price promise that actually requests a timestamp attached to the screenshot.

      https://www.australianfrequentflyer.com.au/community/threads…

      https://www.australianfrequentflyer.com.au/community/threads…

      https://www.facebook.com/Qantas/posts/10153825091352686

      I'm sure I could go on.

      • Findo on 20/02/2018 - 23:59
        +1

        A healthy dose of cynicism and a willingness to read the fine print will help you go far in life. You could always say sorry, own up to your mistake and ask them for something to sweeten the deal out of goodwill.

        • hypie on 21/02/2018 - 00:03

          "Hello Qantas Price Promise team,

          I apologise for cropping the photo incorrectly. The same screenshot uncropped has now been attached."

          Thanks for your email.
          After assessing your enquiry, we have found your claim does not qualify for our Price Promise due to the following reason:
          • Only one claim can be made for each booking, and the claim cannot be resubmitted or amended.
          We have previously rejected your initial claim on 07 February 2018 at 8.04am due to Price Promise conditions not being met. We cannot accept resubmission of claims.
          Assessment is based on the first submission screenshot.

          Yeah… being nice doesn't achieve anything with these companies unfortunately.

  • [Deactivated] on 21/02/2018 - 00:03
    +2

    ohh that sucks.

  • ChronoSphinx on 21/02/2018 - 01:47

    I feel your pain. Customer service means nothing these days. Perhaps instead of showing frustration, appeal to them by saying "I've been a loyal long time member of Qantas" blah blah or "I hope you can accommodate my oversight, will be sure to tell my friends and family" etc

  • pantsparty on 21/02/2018 - 09:06

    Customer loyalty really means nothing these days, it is not worth making an effort to do well by a company.

  • knobbs on 21/02/2018 - 09:33

    I feel the pain, went through something similar with Qantas price match. I forgot the site but I met all of the conditions except that my booking didn't show AUD after the price. The website was .au the travel agent was Australian and the very next page had prices charged in AUD. No matter what I said the Qantas team told me no.

    I even called up Qantas before I booked to confirm this would not be a problem. They now can't find any record of me calling.

    Lost $80, never going to book again unless with points.

  • [Deactivated] on 21/02/2018 - 10:39
    +2

    so don't ever book with them again

  • PAOK11 on 21/02/2018 - 10:54
    +1

    I have to hand it to people who have the patience to pricematch. Price matching seems like a pain in the ass too fiddly for me

  • reno on 21/02/2018 - 11:00

    why didn't you just go with the other site instead of direct if it was cheaper, given you're flying on qantas anyway?
    alternative is to go to a travel agent and get them to get the pricing for you…

    • hypie on 21/02/2018 - 11:03
      +1

      Booking direct on Qantas using the ANZ black card gives you 2-1 points. You also get 1000 points for price matching successfully. It was worth it, it was legitimate. It was a clerical error. And now I payed an extra $60 bucks.

      I'm also starting to get sick of them failing to credit status credits from partner airlines. I have had two flights on MAS that had my QFF number on the boarding pass refused to be honored for no apparent reason. 1) They said they had no trace of my flying… ?? 2) They gave me 0 status credits and 0 points for flying KL to Perth on Mas economy. Should be 25 status credits.

      • knobbs on 21/02/2018 - 11:12

        Also certain CCs provide lounge passes and various other things if booking through Qantas.

      • reno on 21/02/2018 - 11:15

        i assume you would know about the flight class as that determines status credits for partner airlines (pretty much discount economy gives nothing…)

        if you have the time, then yep - pricematch is worth the effort for trying
        though the bonus points for new cards seems to be the better value (when you get 60-100k each time. makes the 1k points seem not worth much at all)

        • hypie on 21/02/2018 - 11:54

          Discount economy on MAS gives you 25 status credits.

  • BeeVee on 21/02/2018 - 11:18
    +1

    I don't think they are hard and fast on the rules. I have had a successful price promise claim mid last year. The file I attached was a Pdf printout, and that had the timestamp as a footer when I printed the webpage into a pdf, and no timestamp in the pdf content itself. The rep who assessed awarded me the price match and advised me to submit one with a timestamp for future requests. I have had silver QFF status for years. Maybe that's why they were kinder?

    Here's the text of the email response from Qantas:

    Hello Mr [QANTAS-PRICEMATCH-CLAIMANT],

    Thanks for your reply and for the additional information you have provided.
    Your claim has been successful
    We’re happy to let you know that after assessing your claim, you do qualify for our Price Promise.
    As per our Price Promise
    To recognise this successful claim, you’ll receive:
    $x.yz to match the lower rate found. This amount is the difference between total flight prices excluding the credit card fee. Please be aware the matched rate will be refunded to your credit card once you have started your trip.

    1000 Qantas Frequent Flyer points, in addition to the standard points offered for your flight booking. Please note the 1000 Qantas Frequent Flyer points will be added to your account within 8 weeks after travel.

    For any future claims, please ensure your screenshot you provide contains the PC date and time stamp as demonstrated below, as the time you provided is a document date/time in PDF file format.

    • hypie on 21/02/2018 - 12:57

      fantastic thank you!

  • SteatoLegato on 27/06/2018 - 10:25

    Terrible misleading price promise guarantee

    Basically impossible to price match anything but Qantas themselves

    What a waste of time and money

    Beware

  • trev likes bargains on 28/01/2022 - 09:14

    Reading this in 2022. Interesting

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