Qantas Airways overcharge

Booking KMTQFU / eTicket 08**********28 (Mrs Mary Angela SMITH)

On 16 March, 2018, I booked a return flight to Melbourne for my wife, Mary Angela SMITH, on the South African Qantas website. I paid for the ticket using my wife's Standard Bank MasterCard 55xx ***x ***x xx33 - which is a secondary card linked to my MasterCard 55xx ***x ***x xx37.

The ticket cost R10 646:61 (as quoted and confirmed in Rands on the Qantas South Africa website and as reflected on the eTicket that we received via e-mail - per the authorisation code 6***x7 that the booking generated online for the MasterCard payment).

Instead of the confirmed and authorised amount of R10 646:61 being paid to Qantas from our MasterCard account, Standard Bank Card Division told me that Qantas used the authorisation code that app**** to the R10 646:61 to claim an amount of R10 939:39 - which was paid from our MasterCard account to Qantas on 17 March, 2018.

It appears (from what I was told by Standard Bank Card Division) that the additional R292:78 was incorrectly claimed by Qantas and should not have been charged to our MasterCard account.

On 20 March, 2018, I phoned Qantas' South African Call Centre - requesting that the R292:78 be refunded to my wife's MasterCard. The Call Centre assistant was not able to assist me.

I then phoned Qantas Australia twice and waited on the phone for more than 20 minutes – each time (in vain) - for their Call Centre to answer. I patiently listened to several repetitive Qantas messages during those 40 minutes. I then tried to contact Qantas via e-mail from the Qantas website. I also sent an e-mail to the Qantas e-mail address from which the eTicket was provided.

I have not received any response from Qantas over the past 4 weeks.

We request that an accountable member of Qantas' management urgently contact us and that we receive the R292:78 that we are owed - without any further delay.

Our contact details are reflected below.

Thanks

David Julien & Mary Angela SMITH

+27 (82) ********** **********