Do we have a right to complain about poor travel experiences during the pandemic?

[Mattg]

It's obvious to anyone that's travelled during the COVID-19 pandemic that things aren't the same as they used to be. Obviously there are increased hygiene measures in place - which makes complete sense - but there's also a lot of cost-cutting going on. Airlines, hotels and many other businesses have used the pandemic as an excuse to reduce costs and, in turn, reduce service.

I've read lots of airline and hotel reviews over recent months written by travellers in many different countries and on many different airlines/hotels/etc. I've noticed a regular pattern. Whenever the reviewer criticises an element of the service (be it poor/no catering, lack of service, inattentive staff, lounges closed, etc.) there are invariably people that comment that it's a first-world problem, and that the reviewer needs to get a grip & put their poor travel experience into perspective given what's happening around the world at the moment.

Now, I totally agree that issues like poor airline service pale in comparison to the suffering of many around the world that have COVID-19. I don't dispute that for a second. But should the global pandemic really mean that businesses should be immune from any sort of criticism? Or that travel websites should stop reviewing & critiquing travel experiences because some may consider it insensitive?

I don't really have a strong opinion one way or another - I can see both sides. So I'm interested in the thoughts of the AFF community.

 

[henrus]

But should the global pandemic really mean that businesses should be immune from any sort of criticism?

I'm sure everyone will have a different answer to this, but I'd say certainly not. A business should never be immune but people do need to keep everything in perspective. Coles/Woolworths faced a lot of scrutiny during the original March/April lockdowns and arguably unfairly so, however at least they were honest! During these periods they sent out emails and said here is what we are doing and why.

I feel like the travel industry has been too slow to respond or has responded incorrectly. One great example is flying domestically right now. Qantas has almost gone back to normal except for hot meals in Economy but meanwhile Virgin gives out a breakfast muesli bar (in both Business and Economy) and Jetstar gives out cup water (unless you preorder the muffin/banana bread). All of these airlines claim their service is limited to reduce contact however it's clear that this is a cost-cutting measure as handing someone a can of soft drink has a similar risk to pouring someone a cup of water and handing it to them. Likewise handing someone a preordered hot meal vs a muffin really makes no difference as there is still a similar level of crew/passenger interaction.

If they were completely honest and said... "We're offering a single snack or no service to cut costs" I'd be much happier and I think people would be less inclined to complain. Obviously, I've used airlines as an example but hotels are the same, they need to stop saying "We've shut our hotel bar to reduce COVID" when the bar across the road is open. Just be honest and say it doesn't make sense at this time to keep it open.

Or that travel websites should stop reviewing & critiquing travel experiences because some may consider it insensitive?

This point's an interesting one, obviously, you've got the onemileatatime/the points guy types of websites where they make a living from reviewing and talking about travel experiences. I again don't think they should stop but just need to keep things in perspective (during the review process). I'm also perfectly happy if they call out an airline eg BA who serves a snack box in business (claiming it reduces contact) vs Lufthansa who still offer a single tray hot meal with the exact same amount of contact between passengers/crew.

 

[Hvr]

Yes you do have the right to complain.

We all understand that times are tough and the experience won't be the same, but treat customers as valuable and tell them the truth about what you can deliver.

These tough times won't last. Even if it takes a couple of years to get going, the airlines (well Qantas) will want people to return and fly as much as possible.

If people get turned off the little flying they're allowed to have at the moment then they'll look for alternatives. Be it Zoom meetings et al, or even changing careers so they don't have to fly. Maybe they'll even want to spend more time with their spouse/partner having realised they weren't too bad.

The competitors for airlines in the future aren't other airlines. It's other ways of working.

It won't take too much for some people to realise that they don't want to return to the skies.

The future begins now. Businesses of all sorts should have already determined and commenced their return to normal plan. By understanding the impediments to making a profit and looking for new ways to succeed they may survive.

If they're hoping for 'business as usual' next year, well start packing up now.

 

[drron]

Indeed people should still complain.I take note.
So I now have 2 lists-businesses I will not use again such as Luxury Escapes who do everything to try and stop giving you a refund.
Also a list of those who will get our business such as Handpicked Hotels in the UK.As soon as they closed their hotels they refunded a prepaid reservation before we even knew about the closure.Also SQ who have also with me been really good with their refunds.

 

[MEL_Traveller]

I think the key is to do research and book accordingly.

If we have done the research and accept what's on offer... the right to complain is diminished. We know Lufthansa is offering full service, unchanged from pre-covid. We know BA isn't. No point booking BA and then complaining after the fact.

Legal rights I put in a different category. Those agencies and airlines that refuse to refund despite their contractual obligations or consumer law... fully entitled to complain.

 

[RooFlyer]

Absolutely have right to complain, but as others have said - keep it in perspective. The smaller the business, the more tolerant I am of cutbacks in product & service if I'm paying much the same.

There's one travel company who have refused to refund anything more than 50% of an overseas tour I paid for. I may have to use them to get use of the funds, but that will be the first and last time. Qantas have been too slow with refunds. Yeah, I understand the business case but their saving their skins is burning mine. They'll get less business from me in future. @drron SQ were the worst of the 5 airlines I was due refunds from. I'll be using my residual miles only with them.

 

[milehighclub]

Sickies over 2-minute noodles. Virgin Australia cabin crew are calling in sick to avoid dealing with premium passengers upset about being served 2-minute noodles.

NoCookies | The Australian

www.theaustralian.com.au

 

[flyingfan]

Yes I think complaints should still be made - it roils me when people criticise complaints as first world problems. If people want to save the second or third worlds, there are many other more appropriate sites to discuss / raise money / call arms to that. Plus a love of comfortable/rewarding flying isn't necessarily mutually exclusive with trying to do our bit for the less fortunate.

I think we need to be realistic in what we can achieve though. If we don't vote with our feet and our wallets, we'll continue to reward and reinforce mediocrity. So we need to put our money where our mouth is. There aren't many choices at the best of times, and these are far from the best of times. I guess I'm thinking domestic flying - VA had a very strong product IMHO but was in trouble before COVID-19, so the market had spoken.

 

[I love to travel]

It comes down to honesty for me. QF has lost my trust with their refund shenanigans but I don't object to a reduced cabin experience because they have widely advertised this on their website so on my flights last week was able to make an informed decision about which class I flew in. I used points in J BTW to get rid of them as points and status with QF is no longer a must have for me.

 

[Mattg]

Sickies over 2-minute noodles. Virgin Australia cabin crew are calling in sick to avoid dealing with premium passengers upset about being served 2-minute noodles.

NoCookies | The Australian

www.theaustralian.com.au

That's totally not OK.

I don't think that serving two-minute noodles in Business class is appropriate, but there is no justification in taking out your disappointment on the cabin crew who have no say in the menu. (I certainly didn't when I flew VA a couple of months ago, even though I found the experience disappointing.)

If you're really upset about the catering on your flight, surely it would be better to complain directly to Virgin after the flight and not put the frontline staff through this?

At the same time, I think this is an example of why people should continue publishing airline reviews during this time. It helps people to set expectations, so that they know what they're getting before they book the flight.

 

[jastel]

Another point...

For most of Australia, business, though down, should still be operating nearly normally.

But with all the free money...jobkeeper, super, covid grants etc...nobody wants to work.

Service will suffer with not enough employees.

The main theme from businesses I hear is "I cant get anyone to come and work"

So bad service is not only always the fault of the business.

Hopefully JK2 might get some people off the couch and back to work.

 

[Hvr]

The main theme from businesses I hear is "I cant get anyone to come and work"

And some businesses will always have trouble attracting and retaining employees, and it's not the fault of the employees.

Too many business owners are wage thieves, and/or very poor management and/or unsafe workplaces. So even if someone agrees to start work they quickly realise that it's simply not worth it.

As for fruit picking:

Exploitation in an industry rotten to the core

Comment: The fruit and vegetable harvesting industry is a house of cards stacked upon a blindness to poverty and abuse.

www.smh.com.au

Frankly, the farmers that do what's outlined in the story deserve to go broke.

Don't believe everything you hear from businesses.

 

[jastel]

Your extreme example of worker mistreatment is not what I was talking about.
Backpackers and illegals are not eligible for the free money anyway so they ARE working still.

 

[drron]

And unfortunately @Hvr it is the fault of the employees.
From 1975-1990 I worked in Maitland.Was friends with quite a few farmers.One in particular was a potato grower but othe veggies such as Caulies and cabbages.Had a group of permanent older workers who had been with him in harvest season for years>always needed a couple of extra workers.Even if some accepted the job they often would not turn up or leave after the first day.I became his back up worker.Spending a day on the potato harvester or picking caulies was a great pressure relief for me.Of course I wasn't doing it for the money.

 

[VPS]

I think if you receive poor or substandard service you should definitely provide feedback.

Almost every website you visit now (big banks, Qantas etc) have headers saying we are busier than usual because of Covid so be patient. For many businesses this is just an excuse - you've had six months to get your act together - stop blaming poor service on Covid

 

[SOPOOR]

I think it depends on whats being affected and how much you pay for the service,

if you book a LCC booking and get less inclusions I would be less inclined to complain
BUT
if I book a first class flight long haul and am expecting a shower, onboard bar, caviar, champagne, and a cabin,
and if the airline decides to change to a jetstar plane and says, no alcohol for you, only instant noodles,
that would infuriate me bigtime,
if they arent including major parts of the service thats been paid for, there should be a notice when you book + the airlines shouldnt be charging full price for a service they cant/wont offer, its bordering deceptive advtertising for me

 

[aus_flyer]

An airline not providing catering (for which you are still paying during COVID as ticket prices are mostly higher) is a bit like going to a restaurant and being charged for a main course, only to be told that they're not serving food.

 

[RooFlyer]

I've booked a stay at a large-ish hotel here in Tas. E-mail from it tells me today that 'Due to government guidelines ..." the room won't be serviced during the stay. I'll be asking exactly which guideline is being referred to. I've had other hotel stays recently and servicing was done.

Just a money-saving exercise, I suspect.

Too many business owners are wage thieves,

Government too - don't forget the ABC got caught out too .

 

[dajop]

An airline not providing catering (for which you are still paying during COVID as ticket prices are mostly higher) is a bit like going to a restaurant and being charged for a main course, only to be told that they're not serving food.

Not a problem if you fly Jetstar of course

 

[sydunipete]

Yes, of course you have the right to be dissatisfied.

I have two business class tickets with Lufthansa - Europe to Australia. After a cancellation by the airline I contacted reservations for an alternative. A month later and it still hasn’t been ticketed.

In the early days I expected long delays in getting things sorted but it’s been 6 months now and processes should be sorted out.

While unticketed I can’t make seat reservations so the product is diminished. Sure it’s a first world problem, but then again I’m paying a first world prices. I’m actually more concerned about securing the reservation.