My QF flying days are numbered - due to poor QF CS

[kpc]

I'm so pi$$ed off with QF atm...when i get back to Oz, I shall sent the CEO a registered letter including the email trail showing how inept their customer service / frequent flyer center is in sorting out a relatively simple issue for me. He almost certainly won't read it but hopefully someone higher up the food chain will! As a QF Plat and LT Gold member, my flying days with QF are numbered!!i

 

[boomy]

Re: My QF flying days are numbered - poor QF CS

What happened KPC?

 

[kpc]

Re: My QF flying days are numbered - poor QF CS

Booked my +1 a Dfw-Syd F award on QF for 168K pts. Flight got cancelled and QF flew her AA Dfw-Lax in Y, and NZ Lax-Akl-Syd in J. A Dfw-Syd J award is 112k pts so I have asked for a refund of 56K pts which is not unreasonable but so far have hit hurdle after hurdle!

 

[boomy]

Re: My QF flying days are numbered - poor QF CS

Wow that's bad! I'd expect not only a partial refund but also some sort of compensation for the hassle of wasting time connecting instead of flying direct to SYD.

 

[Princess Fiona]

Re: My QF flying days are numbered - poor QF CS

I hope you get a good resolution kpc. I'm guessing they didn't have enough F seats and prioritized revenue and status pax. Still pretty poor outcome.

 

[trippin_the_rift]

Re: My QF flying days are numbered - poor QF CS

Booked my +1 a Dfw-Syd F award on QF for 168K pts. Flight got cancelled and QF flew her AA Dfw-Lax in Y, and NZ Lax-Akl-Syd in J. A Dfw-Syd J award is 112k pts so I have asked for a refund of 56K pts which is not unreasonable but so far have hit hurdle after hurdle!

It's worth more than 56K refund difference as a sector booked into Y, plus two stopovers (which I'm sure +1 had expenses).
Plus with no QF# sectors, the "taxes" will have been vastly different.

Also, I'm sure the USA has some regulations around re-accommodating customers in the same class of travel in the event of disruptions. Others more familiar with the USA can clarify.

 

[MEL_Traveller]

Re: My QF flying days are numbered - poor QF CS

Also, I'm sure the USA has some regulations around re-accommodating customers in the same class of travel in the event of disruptions. Others more familiar with the USA can clarify.

I'm not familiar with any regulations around same-class protections. EU yes.

 

[dfcatch]

Re: My QF flying days are numbered - poor QF CS

It's worth more than 56K refund difference as a sector booked into Y, plus two stopovers (which I'm sure +1 had expenses).
Plus with no QF# sectors, the "taxes" will have been vastly different.

Also, I'm sure the USA has some regulations around re-accommodating customers in the same class of travel in the event of disruptions. Others more familiar with the USA can clarify.

Agree it's worth more than the downgrade points.

But I'm not aware of any "regs" as you suggest.

 

[CaptJCool]

Re: My QF flying days are numbered - poor QF CS

A problem Shared gets action. A private request doesn't.
Nothig like a good public flogging to guilt someone into action

 

[MrJetset]

Re: My QF flying days are numbered - poor QF CS

I'm guessing they didn't have enough F seats and prioritized revenue and status pax. Still pretty poor outcome.

In terms of downgrade priority it is always P, U and Y fare class offloaded first in decreasing order of status. WP in P class will still be offloaded before a NB in F or A class.

I presume the same is true in terms of who QF reaccomodates.

 

[JohnK]

Re: My QF flying days are numbered - poor QF CS

Qantas has never been good with downgrade compensation. Good luck kpc.

 

[RichardMEL]

Re: My QF flying days are numbered - poor QF CS

I hope you get better response to your request

However I'd note someone high up reading threats about flying days being numbered based on a compensation request for award seat irrops compensation will probably not pay much heed. Cynical attitude of me yes.

I seem to recall this story of getting home and it being a trial, as it would be for other 400 odd pax on that A380 affected.

It's pretty poor that QF doesn't just cough up what you asked for. Don't know why this would be such an issue for them. Senior management though will think "oh a blip" and not be that interested I bet.

Still never know. squeaky wheel and all that.

 

[amaroo]

Re: My QF flying days are numbered - poor QF CS

Would it be correct to assume a passenger would be given a range of options i.e. fly next day or fly home via this routing? I'm guessing if you do accept an alternative solution without discussing compensation... game over?

 

[dajop]

Re: My QF flying days are numbered - poor QF CS

Would it be correct to assume a passenger would be given a range of options i.e. fly next day or fly home via this routing? I'm guessing if you do accept an alternative solution without discussing compensation... game over?

Of course these conversations are always under duress and those in the situation aren't necessarily thinking forward to compensation for downgrades.

Still in this situation - it's not about a cash fare with the variable fare classes that effect cost - but points fare where there is a fixed cost to all classes a refund of the difference between first and business should be a trivial matter.

 

[moa999]

Re: My QF flying days are numbered - poor QF CS

Would it be correct to assume a passenger would be given a range of options i.e. fly next day or fly home via this routing? I'm guessing if you do accept an alternative solution without discussing compensation... game over?

I think that's always a potential issue.
Eg. Was the pax offered an F seat the next day, but insisted on getting home quicker.

Cost to QF say $200 in hotel/food, whereas I suspect by routing on AA/NZ it cost QF more than this. In this case they could view they have already been very generous in getting you back earlier than other pax

 

[amaroo]

Re: My QF flying days are numbered - poor QF CS

I think that's always a potential issue.
Eg. Was the pax offered an F seat the next day, but insisted on getting home quicker.

Cost to QF say $200 in hotel/food, whereas I suspect by routing on AA/NZ it cost QF more than this. In this case they could view they have already been very generous in getting you back earlier than other pax

That's what I'm thinking. No doubt it's a PITA way to travel but I'm thinking it cost QF more to deliver. We need more info from the OP.... who knows? Maybe there was no option and it was simply "you are doing this"

 

[RichardMEL]

Re: My QF flying days are numbered - poor QF CS

Remember aim is to get pax where they want to be as close to originally scheduled as possible so in a sense DFW-LAX-AKL-SYD would do that, and remember that there would have been few options to get DFW-LAX in time to connect to NZ onward so the Y seat at last minute is fully understandable and pretty good they got J on the transpacs IMHO.

Now maybe the offer was made for QF F the next day, or maybe there was no seats, maybe that did not suit and a choice was made. Time pressure on agents and pax to reaccom hundreds of pax will have this sort of effect - specially with we presume <24 hours notice.

All that aside though, an F seat was paid for and not delivered, not even on one sector, so downgrade comp seems absolutely reasonable. Why they are dragging their feet on this seems very odd to me. Luckily I've never been n this sort of situation

(and btw in terms of whatever QF paid to AA/NZ to get the pax to SYD - absolutely more than a hotel room in DFW, but that should also be irrelevant to the customer involved when considering a refund of the price paid for the product delivered.)

IMHO

 

[amaroo]

Re: My QF flying days are numbered - poor QF CS

The devil is always in the detail... wonder how many ask for the points back and then pull out the wallet to get home?

[h=3]9.1 Schedule Changes and Cancellations by us[/h]c) Significant Change
If, due to circumstances within our control, after you buy your Ticket we make a significant change to the scheduled departure time of your flight or the flight is cancelled, we will:

• rebook you on the next available flight (or combination of flights) on our services to your booked destination at no additional cost to you
• alternatively, at your option, refund the applicable fare
• if you choose to continue travel and the change or cancellation occurs on the day of scheduled travel, resulting in your delay at the departure airport, provide you with meal or refreshment vouchers (or reimburse you for the reasonable costs of meals or refreshments if we do not provide vouchers)
• if your travel with us is delayed overnight and you have already commenced travel on your booking (ie you are at an 'away' port), use reasonable endeavours to assist you to find overnight accommodation or reimburse your reasonable accommodation costs if we have not provided accommodation.

[h=3]9.2 Late or Cancelled Flights (Events Beyond Our Control)[/h]Where your flight is delayed or cancelled as a result of an Event Beyond our Control, whether you have checked in or not, we will:

• use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you
• alternatively, if we are unable to rebook you on services acceptable to you, we will refund the applicable fare.

We will not be responsible for paying any other costs or expenses you may incur as a result of the delay or cancellation, except as otherwise provided in these Conditions of Carriage or required by applicable laws.

 

[JohnK]

Re: My QF flying days are numbered - poor QF CS

Would it be correct to assume a passenger would be given a range of options i.e. fly next day or fly home via this routing? I'm guessing if you do accept an alternative solution without discussing compensation... game over?

Shouldn't be game over. Take the best option now and expect to receive compensation later.

The link you provided only mentions full refund but no compensation for voluntary downgrade. If I paid 90,000 QFF points to go SYD-BKK in First and flight is cancelled but economy is available then I'd expect a 62,000 QFF point refund and some sort of compensation for the inconvenience. There wouldn't be time time to negotiate at the airport especially with staff that are unable deal with these issues.

Qantas and any other business that behaves this way with downgrades are cowards. Flights are no different to TV screens, computer screens, houses, cars etc.

 

[amaroo]

Re: My QF flying days are numbered - poor QF CS

Shouldn't be game over. Take the best option now and expect to receive compensation later.

The link you provided only mentions full refund but no compensation for voluntary downgrade. If I paid 90,000 QFF points to go SYD-BKK in First and flight is cancelled but economy is available then I'd expect a 62,000 QFF point refund and some sort of compensation for the inconvenience. There wouldn't be time time to negotiate at the airport especially with staff that are unable deal with these issues.

Qantas and any other business that behaves this way with downgrades are cowards. Flights are no different to TV screens, computer screens, houses, cars etc.

Unless compensation was negotiated at the coalface ..... it's just a punt.

I read it being a cancelled flight ... not a downgrade.