[casp]

I have made two award bookings on 5th Oct and 6th Oct on Qantas' website.

12 OCT QF127 SYD->HKG
27 OCT QF130 PVG->SYD

By 7th Oct, I didn't receive any e-ticket from Qantas, thus I made a phone call to 131313, enquired about the tickets. On the phone I was told: The SYD/HKG ticket is ready, however, there was some problems on tax charges for the PVG/SYD sector, therefore the ticket for that sector wasn't issued yet, but nothing need to be worried, it will be fixed soon.

On 11th Oct, the day before I left Australia, I still haven't got the PVG/SYD ticket, so I made a phone call to 131313 in the morning. The operator checked my itinerary, then told me that Shanghai office could not issue my ticket because they don't have the credit card facility, so she will arrange the sydney office charge my credit card and E-mail me the ticket in the afternoon, otherwise I can collect my ticket at the airport ticket counter when I check in the SYD/HKG sector.

Later that day, I received the e-ticket from Qantas. Soon I found the problem, the tax charges displayed on the ticket was $117.81. However, when I made the booking, the tax was CNY348, which could be converted to A$57. I was overcharged by $70. I contacted Qantas immediately. Roxanne from Hobert office investigated the case and gave me this explain: Tax charges are different when ticket issued in different country. Shanghai office could not charge my credit card without my present. They Q-ed Qantas Aus head office regarding this matter, ask me pay the tax at the airport office on the departure day. However, this message didn't reach me before I made my contact to Qantas. Therefore the ticket was diverted to Sydney office. She contacted several department, then said she could not do anything for me. She could cancel my tax charges, however, the whole ticket would be cancelled at same time and the seat would be released. That means I could not fly back to Sydney on time.

Here are my points:
1. When I made the booking, Qantas website didn't display any warning or information regarding the difficulty of issueing that ticket. Instead, the website asked me input my credit card for tax charges. Once I inputed my credit card, it returned as a successful booking.

2. Qantas asked my credt card detail for CNY348 tax charges, I provided Qantas my credit card detials as Qantas' requirement, agreed the CNY348 tax charges. If Qantas could not charge it. That's Qantas' problem, not my fault.

3. Qantas never contacted me regarding the problem. Even when I made contact to Qantas, I was told there's a little problems with tax charges, but I don't need to worry anything, Qantas will fix it soon.

4. When Qantas has problem with credit card charges, Qantas neither offer me any options, nor inform me the tax difference. Qantas even didn't ask me if I wish the ticket to be issued in Sydney, but just told me the ticket would be issued in Sydney.

In conclusion, I authroised Qantas charge CNY348 to my credit card. However, Qantas charged A$117.81 to my credit card without asking my permission. And the $70 difference is due to Qantas' fault.

THIS IS AN UNAUTHORISED CREDIT CARD CHARGE!

131313 told me they couldn't do anything but provide me the contact details of the customer care department. I have wrote this complaint to Qantas via Email twice on 17th Oct and 21st Oct. Each time I got this automatic reply:

Thank you for writing to us about your experience with Qantas. One of our
Customer Care Executives will contact you within the next 20 business days.

We appreciate your patience while we get back to you.

This is an automated message from Qantas Customer Care. It is an 'outgoing
only' address, so please do not reply to this email as we will not receive
your message.


Kind regards

Qantas Customer Care

Until today, I haven't got any contact or reply from Qantas.

I want the refund of $70 from Qantas, as this is an unauthorised credit card charge!

Any comment or suggestion?

Thanks!



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Today is 23rd Nov. More than one month after I sent my complaint to Qantas Customer Care. I still have no answer from Qantas. Thus I made a phone call to 131313 again in the morning.

131313 transfered my call to the customer care department. It only took 20 seconds to locate my Email. The customer care said they got my email, they will call me back. I asked why no body contacted me regarding my complaint? The answer is: They were very busy!
It's unbelievable that the customer care department was too busy to reply a customer complaint!?

10 minutes later I got their phone call, said they can't refund any tax charges. All they can do is provide me a $100 Qantas voucher toward my next travel.

$70 cash ... $100 voucher with 12 month validity... I'm not happy with this answer, but NO OTHER CHOICES!

I'm very disappoint with Qantas' service.

[odoherty]

Generally I have found customer care good in relation to dealing with complaints.

Although, the e-mail used to be 7 days - not 20 !! This has only changed in the last month - or maybe the length is based on status?? Not sure..

Anyway, I think you will get the right result in the end. Good luck!

[NM]

If you really believe this is an unauthorised charge, then you can always dispute the charge with your credit card provider. Make sure you have all the facts and documentation. And I would be waiting until I returned to Australia just to be sure the disputed charge results in the ticket being cancelled.

[casp]

Originally Posted by NM

If you really believe this is an unauthorised charge, then you can always dispute the charge with your credit card provider. Make sure you have all the facts and documentation. And I would be waiting until I returned to Australia just to be sure the disputed charge results in the ticket being cancelled.

I have thought this before. However, I'm afraid Qantas will cancel my QFF membership and all my remain points if I ask my bank reject the payment. I just want get the overcharge refunded, but not any further trouble.

Thanks for your advice!!!

[odoherty]

Just be careful with "unauthorised charge" terminology. The charge isn't actually "unauthorised", rather there is a contractual dispute over the amount.

(that's my understanding of it)

I deal with this every day and adoherty is right you do need to be very very careful with how you word it. Claim it as unauthorized or fraud and YOU better be prepared to pay a whole lot more (legal problems!)


Contact Qantas and talk to a manager, or someone in disputes.....chances are if you are right they will give you the refund difference. This is what I would do, and spend days/weeks on before talking to your bank.

Companies do not look kindly on those who attempt to chargeback transactions.... and yes you would lose your FF# account.

[dajop]

Do you have a receipt/print out or other documented evidence for the amount you claim that you should have been charged? Alternatively can it be replicated on their website, and shown up as a flaw in the system? If you do I think you have a good case to make, if not, could be more difficult. BTW, to me it sounds like that extra ~$70 sounds like a missing fuel surcharge, unless QF can't charge for fuel surcharges for tix issued in China.

[casp]

Thanks to everyone who replied!

From my point of view, CNY348 and AUD$117 are two different transections. I've authorised the first one, but not the second one. I've even not heard about the A$117 before they charge my credit card. That's why I claim it as an Unauthorised credit card charge of $117

Yes I did contact Qantas several times, via different way, phone, office, manager... All of them said they couldn't do anything except provide me the contact details of customer care department.

For the tax difference, there's nothing missing. Just because tax are different when the ticket issued in different countries. This is what Qantas told me.

I didn't print out the screen showed "CNY348", because i know it will printed on my ticket. After the ticket being issued, now everywhere shows the tax charge is "AUD$117". That means unfortunately I don't have any evidence on my hand. However, Qantas admit the whole thing. They said they admit that the tax charge should be CNY348, and it's there fault to charge me AUD$117, but they just can't do anything except apologise. That's what I'm not happy with. I want my $70 back!

I know $70 is not really a big amount. However, I feel very unfair to be overcharged.

[casp]

Today is 23rd Nov. More than one month after I sent my complaint to Qantas Customer Care. I still have no answer from Qantas. Thus I made a phone call to 131313 again in the morning.

131313 transfered my call to the customer care department. It only took 20 seconds to locate my Email. The customer care said they got my email, they will call me back. I asked why no body contacted me regarding my complaint? The answer is: They were very busy!
It's unbelievable that the customer care department was too busy to reply a customer complaint!?

10 minutes later I got their phone call, said they can't refund any tax charges. All they can do is provide me a $100 Qantas voucher toward my next travel.

$70 cash ... $100 voucher with 12 month validity... I'm not happy with this answer, but NO OTHER CHOICES!

I'm very disappoint with Qantas' service.

[arun]

Hi
If you want you can stretch it by making a formal complaint by a letter saying that:
1. The price quoted is different to what is charged
2. At no time that you were told the differences in taxes

However, If I were in your place, I will take the $100.00 voucher and move on. As long as it can be used for ANY flights (not just on full-fare flights), it should be okay (unless you have no plans of booking the flight in the next 12 months).

Recently I read this saying which meant a lot to me:
"Ignore the pebbles and remove the boulders"
Sometimes it is better to move on that correcting every little wrong.

Do not mistake me, I really can not stand being wronged. But here they are ready to rectify by the voucher.