complaints & resolution

My 90 yo Father in Law has had his European holiday (incl river cruise) booked and paid in full last year for travel August 2020 cancelled by TripADeal. Cost over $13,000. He took insurance as part of the TripADeal package, with their insurer, who of course has a "no claims in pandemics"...

I've been hearing a lot about Malaysia Airlines' obstructive and underhanded methods in dealing with passengers with COVID-affected flights, so I wanted to share my experience and, hopefully, provide some advice to others who are in the same situation. I had two sets of flights to South-East...

Booked and paid in full for a cruise with Ponant through the travel agency that was arranging a conference. The cruise was an extension of the conference. The agency has refunded most of the other monies that we paid, less some cancellation charges. Ponant is only offering a credit valid until...

The ACCC put out a press release this morning saying that Etihad had agreed to give full refunds to all passengers that bought tickets in Australia whose flights were cancelled due to COVID-19. This includes passengers that have already accepted travel credits...

Qantas is telling many customers (including me) that refunds for cancelled flights is currently taking around 10 weeks to be processed. Qantas has claimed (according to some media reports) that " most refunds are being processed within six weeks", which does not seem to be the experience of many...

Slater and Gordon is apparently preparing a class action against airlines and travel companies that have unlawfully refused refunds, instead pushing customers to accept a travel voucher. https://www.slatergordon.com.au/media/travel-vouchers-shouldnt-fly-s-g-prepares-class-actions-for-take-off...

Hi all, Has anyone had any luck obtaining a refund (rather than flight credit) for flights cancelled by Malaysia Airlines? If so, how did you go about this? I have some bookings that were originally for next month (TPE-KUL-MNL/KUL-TPE-MNL) but obviously they've now been cancelled and Malaysia...

I think it might be helpful to have a consolidated thread for each common complaint. For example, in the Qantas forum, you could have threads for: - Long call centre wait times - Inadequate compensation for flight downgrades - Problems with Qantas lounge passes - Problems accessing Qantas...

As brief as I can this is what happened. Regular weekly silver QFF flyer for work - charter flights. Arrive at airport 45mins before departure (as per recommendation) same as always - done this many, many times. Step up to the bag drop (QFF bag tags) to check single bag and machine can't read...

Hello All, I recently flew QF DFW-SYD via an AA Award Ticket and one of my bags was damaged. I submitted a claim at SYD and was put in contact with QF Customer Support, they offered a replacement bag or $ compensation for the bag that is not repairable. So far so good in terms of customer...

Great conpany

Hi all, advice sought. I am due to fly home from Rome in a few days, ticket purchased in March using classic rewards. Last night I went to check my seat, and the return flight no longer existed. It said ‘trip completed’ I phoned Qantas. What occurred was, I booked my flight in March... I’m...

Usual hyperbole in this article on the Daily Mail site. But the brief synopsis is that a customer was upset that their 75,000 QFF points was taken after account inactivity of more than 18 months. I understand that Qantas had contacted the person and that this was all as per the terms of QFF...

So I made a booking on the weekend for our first Virgin flight in many years and for some reason my first name has duplicated on the booking/e-ticket. I didn't notice it until today when I went to add my partner's velocity number to the booking. Flight is to Vanuatu. Just called and told it will...

Asking for a friend: Flying VA domestic this year. My carry-on bag with my personal laptop inside was just over 10KG during boarding, so cabin crew checked it in under the aircraft. Upon receiving it after the flight my laptop was completely smashed. Virgin Australia are not claiming...

Hi all I'd like to express my frustration at the Qantas Lounge changes to digital and also the way they are limited and inflexible and wondering if other people have had similar issues. I fly MEL-SYD return at least once a month. I only bother to use my lounge passes if my flight is delayed or...

I think Jetstar are going to refuse me a refund after downgrading me to economy and leaving me potentially stranded - any knowledge about complaint escalation? On 1 August Jetstar cancelled their Melbourne to Bangkok service. I was booked in business. Text at 4:22 said I was being transferred to...

I have been doing a lot of FBs to VFF transfers, not sure how many now, for those of you who have tranferred a lot, up to 69 times (not sure is it a annual cycle/or our velocity 12 months cycle), does the system tell you you have gotten to your maximum? Or does FB just stop, and will not allow...

Hi, What is a fair amount of compensation for the following? I flew from Melbourne to Bali via Sydney return on a Airbus A330. I paid full fare for my seat. Going over had no issues. On the way back as I was at the gate I was told by a member of staff as they were checking my ticket that the...

Hi everyone, first post in ages so please go easy. Travelling to the USA next year and flights include internal USA domestic flights (Louisville - Miami 07/05/2020, Miami - Las Vegas 16/05/2020). I know AA has direct flights for these, as I can see them on the AA website. But when I try to...