Qantas Airways — misleading statements in terms and conditions on their website and information given by call centre staff not accurate
We have made an online ticket booking via your online website by choosing the option "Book Now, Pay Later"
We have decided to take up this option as our travelling date would be in early December ie exact date 12 December 2018. We were totally impressed with the option provided by Qantas and in the terms and condition mentioned that you can pay a holding guarantee of SGD25 per person for eligible Qantas fares and enjoy the freedom of paying the rest closer to your departure date.
On 12 August we made an online booking ticket option (booking reference TEIU 5S) there was a notification requesting us to make full payment by 11.59 pm 14 August 2018 or the booking will be cancelled therefore we checked our departure date which was 12 December to make sure we key in the correct date and then we made a phone to your call centre asking them to clarify why we have to make full payment on 14 August whilst our departure date is in December. The lady on the other end informed us that the full payment was actually referring to the holding amount of SGD25. After the clarification we proceed with the booking and this message appeared again that we need to make full payment on 14 August 2018. We made another phone call to your call centre and the same reply was given to us saying that the full payment is referring to the holding fee amount
We were shocked when we received an e mail on 15 August 2018 informing us that Qantas have not received full payment on the 14th August 2018 and our booking has been cancelled and the holding guarantee forfeited.
It does not make sense that our departure date is in December and we have to make payment two days after our holding guarantee. We might as well make payment on the day we made the online booking. We made a phone call yesterday to call centre again and this time they told us that we have to make full payment by 14 August 2018. The explanation given is unacceptable whilst we have clarified earlier with two of the call centre staff.
I was made to understand that there is a voice recording on this phone calls which you can retrieve and listen to the conversation.
Your statement given in your terms and conditions is very misleading and the explanation given by your call centre staff contradicts on the statement clarification.
We are very disappointed in the way this matter was handled and coming from QANTAS a big name in the industry. The other customers should also be made aware of this misleading statements and these type of service should not even be offered to your customers!!. VERY MISLEADING!! We will make sure we will advise our family and friends and post it on social media of what has just happened…
I am copying this mail to the Online Consumers Association of Singapore for their assessment and further action!!..
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