ComplaintsforQuality Reward Travel LLC

• Initial Complaint

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am trying to book hotel using SWA points and QRT won't allow me to (system forces 10 days in advance). I don't know of any other rewards program that does this. Canceling SWA card and going with a better rewards program.

  

  Business response

  05/19/2023

  We are a Travel provider hired by our clients to support their reward & loyalty program.  Our clients determine the rules of booking, and any advance booking requirements.  Our Agency is following client required terms.  Ms. **** can contact her program at *********************** for further questions or inquiries on booking terms.

   

• Initial Complaint

  10/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday, Oct 21, I called ********* ******** to use my points to rent a car for my ****) conference that will be held in Denver 2-5 of December. ********* agent told me that “using points to rent a car is done by a third party called Quality Reward Travel and I need to speak to them. He gave me their number as he was not able to transfer me. I called them and spoke to “*****” and stated that the phone call is “recorded for quality assurance”. I told her that I need to use my ********* points to rent a car from Denver and drop it off in Las Vegas. She looked at the rates and told me that “I am shy only 600 points from using my 75% from my points and will be responsible for only $150 after using my points.” She suggested that I go back and call ********* and “purchase these points from them” to finish the transaction. I called ********* and purchased 2000 points since it’s the minimum of points they sell if you are a ********* card holder. Then I called Quality Reward Travel back and the same lady answered me and told her “I purchased the points now and would like to proceed with the transaction”. She asked one more time about the pick up and drop of and told I need over 150 thousands points to complete the transaction. I told I was minutes ago with you one the phone and told me I am only shy 600 points. She said the drop off location is different from the pick up. I told her that was mentioned in the initial phone call and I am sure it’s as you mentioned idle recorded, go back to it and listen. Then I asked to speak to a supervisor. Her supervisor, ******* told me I “will try to go back and listen to the phone call and will go from there“. She called me October 26/2022 and told me: the phone call was not recorded and the only solution is we use 100% of the points you have, you pay $275 now to book the care, and you will be also responsible for $630 that need to be paid to the car rental. This is an unfair solution for me since it’s a fault on their end. Thank you

  

  Business response

  10/27/2022

  *** ******* called on Friday, October 21 to book a car rental, however, he indicated the rental was for Denver December 2-5.  According to our Travel Advisor, she was not advised this was for a one-way rental from Denver to Las Vegas.  The quote she provided was a pick-up/drop-off in Denver.  It was not until after the member made his point purchase to complete his Denver booking that it was communicated to us this should be a one-way booking.  It is very typical that a one-way rental car booking will have a drop fee.  Upon receiving the new information, the price to rent was higher than the prior quote.  *** ******* requested to listen to the phone call.  At that time, we attempted to retrieve the recorded phone call, and was not able to retrieve it immediately.  We worked with our telephony partner, who successfully retrieved the recorded phone call on Wednesday, October 26th.  We contacted *** ******* on Wednesday (10/26) and shared the call with him. After allowing *** ******* to listen to the recorded call, he realized he had not properly communicated this booking request to be for a one-way rental, and stated "Oh, well, then that's on me".  *** ******* did not book a reservation.  We consider this issue to be mutually closed between us and the member, with no settlement between the parties.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a SWA Rapid Reward member for many years, and I am guilty of SWA spoiling me over these past 20 years! My biggest question is why would SWA go against their own business philosophy and allow an outside partner of theirs to take advantage of me? This was my FIRST attempt to use my SWA points for something other than flying on SWA. I went on line to secure a car rental through Quality Reward Travel (QRT) using my SWA points. I completed the transaction at 12:45PM on 5/5/2022, and within "5 minutes" realized I made a typo regarding where I was picking up my rental vehicle so called QRT immediately to revise the pickup and drop off locations. I was told by "*******" QRT cannot cancel transaction and return points unless I paid them $35.00. The insane part of this complaint was they refused to help me correct the error I made as well. Yes, I was forced to pay them $35.00 first or I would forfeit 315,989 SWA points. This behavior surely not consistent with SWA business philosophy and practices. Anyone else see the inconsistency here? PLEASE return my $35 money grab. I will wait 10 days for a positive resolution, otherwise I will file this exact complaint with SWA corporate office as well as the BBB. I say shame on you! Reference: Agency Record: ****** *********** ***** *************** ************* ****

  

  Business response

  05/06/2022

  We understand errors can happen during a travel booking.  We have specific rules in place with our car rental partners around modifications and cancelations to bookings.  Because of these terms, we've included several reference points throughout our website advising our program members of the change/cancel policies of our travel products (see attached document for reference).  It is very common in the travel industry for travel suppliers to charge change/cancel fees.  We understand this was human error, and because Mr. ********** is a valued customer, we have processed a one-time refund on his behalf.  He should see the original charge ($35), as well as the refund ($35) on his next card statement.  We hope this satisfies his concern and meets his expectation.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩