The first response from Qantas was an automatic acknowledgement on 20 Feb. This was followed on the same day by an email that read:
"Dear Mr Xxxxxx,
Thank you for contacting the Qantas Frequent Flyer Service Centre.
Your email has been redirected to our Qantas Direct Contact Centre team for their specialised attention.
Did you know you can change your flight, check in online, add special requests, update your contact details, request a Frequent Flyer upgrade and more through Manage Your Booking at qantas.com. Our webchat team are on standby ready to help if you have any questions.
Alternatively, for your travel arrangements including Classic Flight Rewards or upgrades, you can contact Qantas Direct Contact Centres on 13 13 13. If calling from overseas, you’ll find your local contact number by visiting qantas.com/contacts.
Kind regards
Yyyyy
Qantas Frequent Flyer Service Centre"
Today, 27 Feb, after waiting for one week, I replied to the above email and asked about a response to my question. Again I received an automatic acknowledgement. This had a different case number reference, even though my email quoted the original reference in the header. After about 5 ½ hours, I received the following email:
"Dear Mr Xxxxxx,
Thank you for contacting the Qantas Frequent Flyer Service Centre.
For new and existing Flight Reward and Reservations enquiries, please contact Qantas Direct Contact Centres on 13 13 13. If calling from overseas, you’ll find your local contact number by visiting qantas.com/contacts
To find out more about earning and using points, please visit qantas.com/frequentflyer where you’ll also find details of your membership benefits, along with our latest news and offers.
Kind regards,
Zzzzzz
Qantas Frequent Flyer Service Centre"
Clearly my question has been completely ignored. For reference, here is what I asked:
“Refer Booking ABCDEF. This is a Frequent Flyer points booking from Gold Coast to Honolulu via Sydney and return to Sydney (not Gold Coast). There is a payment of $406.26 for each passenger for Fees and Charges.
For ALL 3 flights in this booking, would you please provide me with a detailed breakdown of these Fees and Charges in terms of the amount for each component such as Transportation Tax, Passenger Service Charge - Dom., Passenger Facility Charge, Immigration User Fee, Safety and Security Charge, Passenger Services Charge - Intl., Passenger Civil Aviation Security Service Fee, Passenger Movement Charge (PMC), Customs User Fee, APHIS User Fee and any other components.
Please reply by email.
Thank you & regards, Xxxxxx Xxxxxx”
In the absence of any meaningful response, the word arrogant springs to mind.
Does Choice have an interest in following this up? If not, should I maybe refer it to ACCC or some other body?