My partner and I recently purchased flights over the phone with Qantas.
It was a complex multi-city itinerary and their website kept returning an error whenever we tried booking online, so we called their phone sales instead.
The agent could only find us a slightly more expensive itinerary, and we begrudgingly went for that option.
It took several hours for our credit card to get charged, but when it finally happened we were charged over A$500 more than the price that was quoted to us over the phone. The confirmation email that then came out also showed the higher price.
We called immediately and were told that someone would listen to the call recording and get back to us with a decision.
Shortly after we received an odd boiler-plate response saying that the higher fare was indeed the quoted price and that we would given 5000 token frequent flyer points for our trouble.
We protested and asked for the recording. We were initially told we would be sent it, but after numerous calls we finally received an email stating that they wouldn’t send it to us and that we “would need contact [our] attorney and they would need to request the call recordings from [Qantas’] lawyers.”
To us it seems clear that Qantas is lying and are trying to get us to drop the whole thing as legal costs would likely outweigh any compensation.
Is there a way we can demand our call recording? It seems incredible that Qantas can overcharge, claim they listened to the recording and that they charged the correct amount, but refuse to let us hear the recording of our own phone call.
It was a complex multi-city itinerary and their website kept returning an error whenever we tried booking online, so we called their phone sales instead.
The agent could only find us a slightly more expensive itinerary, and we begrudgingly went for that option.
It took several hours for our credit card to get charged, but when it finally happened we were charged over A$500 more than the price that was quoted to us over the phone. The confirmation email that then came out also showed the higher price.
We called immediately and were told that someone would listen to the call recording and get back to us with a decision.
Shortly after we received an odd boiler-plate response saying that the higher fare was indeed the quoted price and that we would given 5000 token frequent flyer points for our trouble.
We protested and asked for the recording. We were initially told we would be sent it, but after numerous calls we finally received an email stating that they wouldn’t send it to us and that we “would need contact [our] attorney and they would need to request the call recordings from [Qantas’] lawyers.”
To us it seems clear that Qantas is lying and are trying to get us to drop the whole thing as legal costs would likely outweigh any compensation.
Is there a way we can demand our call recording? It seems incredible that Qantas can overcharge, claim they listened to the recording and that they charged the correct amount, but refuse to let us hear the recording of our own phone call.
