DizOz
DIS Veteran
- Joined
- Oct 7, 2007
- Messages
- 674
We are now less than 2 weeks from travelling and I realised last night my Qantas club expires on the 30 November, the same day we fly out. I rang to see when my new card will arrive and was told as I am a Gold Member my points have to be assessed to see if stay a Gold or drop back to silver.
I told them I was flying out on the same day and I wouldn't be here and I needed my card to use the Lounges in the USA. I specifically booked with American Airlines to use their lounges.
After explaining to me for the 3rd time how their system worked in assessing points at the end of each membership period, I tried to tell them it makes no sense to do it that way as members can not use their membership during that period when travelling overseas.
They then advised me after 10 minutes of back and forth I could get a new card but I had to pay a fee.
Well I hit the roof that they wanted me to pay an extra fee for the privilege of using their services and a membership I have had with them for over 10 years. I then asked if they could waive the fee and they explained no because I was jumping to the head of the queue and I had to pay for that service.
I then asked if I could speak to a manager and was advised no managers were present. If I wanted I could book a call back I could. I agreed and asked them to send the card out in the meantime (as time is short) and I would discuss the fee with the manager.
I was then advised no they would not send the card out unless I agreed to pay the fee. Well I was pretty worked up by now having been a loyal Qantas customer and felt like I was being blackmailed. Accept the fee or no card.
I then mentioned how I felt this was blackmail and I would be ringing 3AW in the morning to publicise how Qantas treat their customers. Suddenly a manager was available to speak to me.
I explained the situation and gave him my flight details for our trip. After confirming I was flying and using Qantas and American Airlines he agreed to wave the fee.
My question to Qantas is why put your customers through this unnecessary angst when they know what the right thing to do is.
I told them I was flying out on the same day and I wouldn't be here and I needed my card to use the Lounges in the USA. I specifically booked with American Airlines to use their lounges.
After explaining to me for the 3rd time how their system worked in assessing points at the end of each membership period, I tried to tell them it makes no sense to do it that way as members can not use their membership during that period when travelling overseas.
They then advised me after 10 minutes of back and forth I could get a new card but I had to pay a fee.
Well I hit the roof that they wanted me to pay an extra fee for the privilege of using their services and a membership I have had with them for over 10 years. I then asked if they could waive the fee and they explained no because I was jumping to the head of the queue and I had to pay for that service.
I then asked if I could speak to a manager and was advised no managers were present. If I wanted I could book a call back I could. I agreed and asked them to send the card out in the meantime (as time is short) and I would discuss the fee with the manager.
I was then advised no they would not send the card out unless I agreed to pay the fee. Well I was pretty worked up by now having been a loyal Qantas customer and felt like I was being blackmailed. Accept the fee or no card.
I then mentioned how I felt this was blackmail and I would be ringing 3AW in the morning to publicise how Qantas treat their customers. Suddenly a manager was available to speak to me.
I explained the situation and gave him my flight details for our trip. After confirming I was flying and using Qantas and American Airlines he agreed to wave the fee.
My question to Qantas is why put your customers through this unnecessary angst when they know what the right thing to do is.
