Article: Qantas’ Mysterious Downgrade Compensation Policy

[AFF Editor]

Qantas’ Mysterious Downgrade Compensation Policy is an article written by the AFF editorial team:

Qantas' Mysterious Downgrade Compensation Policy

When Qantas moves a passenger from Business to Economy, they are entitled to compensation for the involuntary downgrade. But Qantas won't reveal how it calculates the refund amount.

www.australianfrequentflyer.com.au

You can leave a comment or discuss this topic below.

 

[drron]

Surely the QF downgrade policy isn't "mysterious". They sit down and work out the reason they will give for the least amount of compensation to be offered.
But your conclusion is the only way i think their policy will change. There should be mandatory compensation levels.

 

[CaptJCool]

Pity we don’t have something like this

Downgrading | Civil Aviation Authority

Reclaim a portion of your fare

www.caa.co.uk

 

[diamondhands]

Pity we don’t have something like this

Downgrading | Civil Aviation Authority

Reclaim a portion of your fare

www.caa.co.uk

Yep the only solution is government intervention. No airline is going to refund anything other than the minimum unless they’re required to.

 

[agentgerko]

As a travel agent I've seen the corrupt way airlines refund involuntary downgrades for decades. Most people would not be aware that a Full Economy fare exists which nobody in their right mind would buy but which airlines use to base other fares on. For example the current QF one-way Full Economy fare from Sydney to London is $8615 + taxes. This is despite the fact they have a one-way business class fare of $7605 + taxes. So effectively, and I've seen it done by many airlines, is they say you only paid $7605 for Business and since Economy is dearer at $8615 you're not entitled to a refund. They very rarely allow that if you'd chosen to fly Economy that you obviously would have purchased the cheapest available fare at the time. It's downright robbery.

 

[XWu]

We should use the political capital and public anger over Qantas amd Qatar sagas to force the government to introduce mandaTory compensation scheme

 

[KSC]

I’m surprised it’s legal to not publish the cancellation policy.

I mean if I got CL access, P1 lifetime status and other government working benefits from Qantas surely it wouldn’t influence my decision. I’m also not sure how receiving these privileges are legal as-well, if you are a government working decision maker / influencer.

 

[Mr Bill]

Here ! Here ! for and Australian Bill of Rights for air passengers in and out of Australia

 

[MEL_Traveller]

Qantas’ Contract of Carriage, 10.3, states ‘Our denied boarding compensation policy is available on request’.

It should form part of the contract? Unfortunately if it’s not available it makes it very difficult for consumers to make informed choices at the airport, given the little time available.

 

[jpp42]

Qantas’ Contract of Carriage, 10.3, states ‘Our denied boarding compensation policy is available on request’.

Good luck actually getting a copy of this... no one at customer care or the call centre will have the foggiest on how what to do if you requested it.

 

[Beano]

Perhaps Qantas's compensation policy should be referred to the ACCC?

 

[wilso1]

Qantas is allowed to get away with this and make is own BS rules because they pay off our politicians with free flights, separate lounges for the elite, and god knows how many free points and family flights they give out to them....

Not only does this sort of BS need to stop, but we need more airlines like Singapore and others to have have more flights on the same paths, the paying public are being screwed over......

Its time the the public woke up and put a stop to this scam, its totally wrong and should be illegal....

 

[dvb2000]

Qantas's policy is quite transparent, rip off the customer as much as possible, ignore all their requests, refuse them what they are entitled to by law, and if the media gets involved, blame "human error" and give them a more reasonable solution.

I would not be surprised to see secret KPI's for Qantas's call agents to minimse any compensation paid.

 

[dvb2000]

Perhaps Qantas's compensation policy should be referred to the ACCC?

I doubt it would make any difference, the ACCC reminded Qantas that they HAD to provide refunds during covid & Qantas said "yes that's what we do" and then actually refused customers requests for refunds.

 

[Mr Bill]

Perhaps it's timely for Australian Frequent Flyer, on behalf if it's membership, to prepare a submission to the Parliamentary Aviation Green Paper released on 7 Sep. Feedback being sought includes ; airlines, airports and passengers : competition, consumer protections and disability access settings.

 

[GeoffBeaumont]

Qantas’ Mysterious Downgrade Compensation Policy is an article written by the AFF editorial team:

Qantas' Mysterious Downgrade Compensation Policy

When Qantas moves a passenger from Business to Economy, they are entitled to compensation for the involuntary downgrade. But Qantas won't reveal how it calculates the refund amount.

www.australianfrequentflyer.com.au

You can leave a comment or discuss this topic below.

The only reason I would agree with your recommendation that Qantas needs to be transparent and fair and pay extra compensation like the European system would be if I and my son were Chairman's Lounge members.

 

[Dvg]

That old adage about “….. the circus moves on” will almost certainly apply to qantas. Once the media hoopla dies down all the Blah we love you Blah we are truly sorry Blah will once again just be hollow rhetoric from the new ceo and board etc. vote with your wallet move on asap.

 

[Guvner]

“If the downgrade happens at the airport, customer service agents will start the process for partial refund“.. which Qantas customer service agents at the airport are they referring to?

Qantas to shut airport service desks, force customers onto self-service

Qantas will permanently close its service and sales desks at all airports and lounges, leaving passengers to deal with cancellations and last-minute booking changes themselves at self-service kiosks, online or through a call centre. The airline will maintain staffed check-in desks, but...

www.australianfrequentflyer.com.au

 

[SkyMogul]

I recently had a booking with Qantas for Perth to Auckland via Melbourne (both in business class) and the flight from Perth to Melbourne was cancelled and changed to a Jetstar flight in economy several weeks prior to departure. The only contact I recieved was the "your flight has changed" email with a new itinerary. I honestly think the strategy is to hope passengers won't notice and if they kick up a fuss then low-ball them with some compensation that benefits them and not the customer.

My solution was to contact customer service and get re-booked on the original flight I had booked but the following day and to have a night in Melbourne. If I had already booked accommodation this would have been an absolute pain.

In these situations I would not let Qantas look for options on my behalf because I know any solutions they come up with are more likely to benefit them than me.

We need European-like legislation that mandates compensation policies clearly and fairly so consumers know what to expect and airlines can't use these tactics to look after their bottom line.

 

[bodog]

The compensation Qantas offer for involuntary downgrades is highway robbery - the provide little recognition and the traveller has no appeal or choice on the matter
Who else gets away with such a thing of choosing the basis for what compensation they set when they shaft a customer who has no choice except maybe taking a business class flight a day or two later
Another one for the Senate to raise and investigate