Article: Why Keep Booking with Airlines that Screw You Over?

[TAK]

What a timely article, it was only this morning that a QF booking made made through AMEX almost 2 years ago has finally been cancelled for a full refund. Without going into all the detail this was a booking to NZ for late 2020, I had continued to change it free of charge hoping that the trip may eventuate. Late last year I decided that I would no longer change the booking and hope it would be cancelled as according to FR24 the flight has not operated since Aug 21 and NZ is closed. My frustration was not about being able to contact QF (access to the VIP team) it was more around the internal QF processes, the flight that I was scheduled to fly on is no longer available to book, a QF agent had approved the fare to be cancelled and refunded in full, added in appropriate notes and provided AMEX with the authority to refund number. AMEX have confirmed they can see these details in the booking and advised on more than one occasion the refusal to refund in full was coming from from another part of QF that provides support to travel agents and other booking agents which is apparently a separate entity but still owned by QF. This part of QF was refusing refund was based on the flight is still scheduled to operate and after speaking with another QF agent was advised that this was correct. I struggle with the idea that one part of QF approves the cancelation and provides an authority to refund and another part of QF seemingly ignores this. Another QF agent also advised that it is highly likely that the flight would be cancelled but would only be done either a day or so before or on the day of the flight so they can delay issuing refunds. That been said I can see that the flights are no longer in my QFF account and now will just wait the 8 weeks for the money to be returned.

I have continued to book with QF and VA over the past 2 years but mostly using classic rewards and although I know the QF wording around cancelling classic rewards flights was confusing and or misleading I had no issue with that. Cancelling classic rewards can be done online and knew that when cancelling this type of booking the taxes and carrier charges will always be refunded, even pre covid classic rewards could not be put into credit.

true, but I was told after online cancellation, you had to ring the call center to confirm the refund - i might n=be wrong , but...
bottom line - the airlines make it hard to get your money back

 

[Matt_01]

true, but I was told after online cancellation, you had to ring the call center to confirm the refund - i might n=be wrong , but...
bottom line - the airlines make it hard to get your money back

Which online cancellation are you referring to? flights booked through AMEX are to the best of my knowledge unable to be cancelled online. My QF flights booked through AMEX could not be cancelled online and I had to do this over the phone. I was after the full refund and the only thing that AMEX seemed to be interested in was the authority from QF to issue a full refund otherwise I would have been charged the cancelation fee. I could have just cancelled at anytime and paid the cancellation fee. In the the end it became a matter of principle and battle of will. If you are referring to the online cancellation of classic reward bookings there is no need to call QF to confirm a refund the fees and taxes will be refunded you just have to wait the 8 or so weeks. After 8+ weeks you may have to follow up but the fees and taxes will always be refunded it is the way the fare is structured. I fully agree that most airlines are holding on to your money for as long as they can. The other carriers I use VA and SQ have been pretty quick at returning fees and taxes for cancelled/ changed reward flights, QF seems to continue with the 'high volume of demand' line.

 

[serfty]

I online cancelled an award booking last Saturday. Refund email arrives Sunday and by Monday morning the points were back.

In my recent experience, generally the +++ will be back by around the end of the month (i.e 3½ weeks).

 

[MEL_Traveller]

How bad can things get? Pax forked out for a special anniversary trip on QFd business class. Seated in row three was given the meal and then had it immediately taken back with the crew stating 'out of time'. We're sorry! Qantas business class undelivered - Air Travel - Travel - Whirlpool Forums

How can it be that crews are allowed to be so slow serving rows 1 and 2 that row 3 doesn't get a meal? BA Club Europe can serve 20/30/40 pax in 20 mins. QF can handle 8 in 40?

 

[Lat34]

How can it be that crews are allowed to be so slow serving rows 1 and 2 that row 3 doesn't get a meal? BA Club Europe can serve 20/30/40 pax in 20 mins. QF can handle 8 in 40?

There have been several occasions, while seated in 2A on QFd 737, that CSM chats on endlessly with ALL row 1 pax on SYD/MEL flights. Often more half the flight time has gone when they get to row 2 One drink and *maybe* a top-up into a plastic cup to empty a bottle if lucky before landing.

 

[Berlin]

There have been several occasions, while seated in 2A on QFd 737, that CSM chats on endlessly with ALL row 1 pax on SYD/MEL flights. Often more half the flight time has gone when they get to row 2 One drink and *maybe* a top-up into a plastic cup to empty a bottle if lucky before landing.

Yes, I had those flights before as well recently. Especially the stinginess in providing drink too ups has gotten worse significantly in my experience.

Strangely, good crews still manage to have friendly chit chats, serve all meals within reasonable time AND manage to provide plenty of drink top ups.

 

[MEL_Traveller]

There have been several occasions, while seated in 2A on QFd 737, that CSM chats on endlessly with ALL row 1 pax on SYD/MEL flights. Often more half the flight time has gone when they get to row 2 One drink and *maybe* a top-up into a plastic cup to empty a bottle if lucky before landing.

I’ve seen chess masters make a move quicker than QF cabin crew setting up a tray.
I dunno if it’s snobbery on behalf of the crew?

 

[reddysarthak960]

Hard to travel any distance in NZ without flying. Most routes the only option is NZ. JQ serves a handful of routes. No real other options.

 

[TAK]

Which online cancellation are you referring to? flights booked through AMEX are to the best of my knowledge unable to be cancelled online. My QF flights booked through AMEX could not be cancelled online and I had to do this over the phone. I was after the full refund and the only thing that AMEX seemed to be interested in was the authority from QF to issue a full refund otherwise I would have been charged the cancelation fee. I could have just cancelled at anytime and paid the cancellation fee. In the the end it became a matter of principle and battle of will. If you are referring to the online cancellation of classic reward bookings there is no need to call QF to confirm a refund the fees and taxes will be refunded you just have to wait the 8 or so weeks. After 8+ weeks you may have to follow up but the fees and taxes will always be refunded it is the way the fare is structured. I fully agree that most airlines are holding on to your money for as long as they can. The other carriers I use VA and SQ have been pretty quick at returning fees and taxes for cancelled/ changed reward flights, QF seems to continue with the 'high volume of demand' line.

to clarify on the QF example - it was an online points booking (plus fees) with QF direct, I rang on another matter (long wait on hold) and when i inquired about the money, they said you need to ring to get the fees refunded. Now to be fair I may have my wires crossed ( i sometimes do) but to the topic - refunds- Gulf AIr - up to 3 months for a refund Qatar a few days, British about 24 hours , Finnair -- still waiting, Avianca - still waiting..............

 

[Matt_01]

to clarify on the QF example - it was an online points booking (plus fees) with QF direct, I rang on another matter (long wait on hold) and when i inquired about the money, they said you need to ring to get the fees refunded.

I may have my wires crossed I assumed your booking was a classic rewards booking. I do not book with points plus pay and if that is what you booked I do not know how QF handles points plus pay refunds. Classic rewards will automatically refund.

 

[albatross710]

Are the events and comments in this thread really screwing us over? Poor service and slow response times are just sad. Screwing me over are things like:

Cebu Pacific in Philippines wanting to charge me extra bag when my carry on was 200grams over weight. (I just had to remove my coat from the bag and wear it for ten metres.)

Ryan Air in France charging some extortionate price for a carry on BUT that was after they had moved our flight departure airport from one side of Paris to the another out of the way airfield. OK for them to disrupt our plans but no leniency on their part of the rules.

Jetstar 5 hour late departure from Proserpine. Had they told us arrival aircraft was going to be that late we could have stayed in Airlie where there are more facilities.

 

[MEL_Traveller]

Are the events and comments in this thread really screwing us over? Poor service and slow response times are just sad. Screwing me over are things like:

Cebu Pacific in Philippines wanting to charge me extra bag when my carry on was 200grams over weight. (I just had to remove my coat from the bag and wear it for ten metres.)

Ryan Air in France charging some extortionate price for a carry on BUT that was after they had moved our flight departure airport from one side of Paris to the another out of the way airfield. OK for them to disrupt our plans but no leniency on their part of the rules.

Jetstar 5 hour late departure from Proserpine. Had they told us arrival aircraft was going to be that late we could have stayed in Airlie where there are more facilities.

I think the screwing over part is due to covid… airlines launch routes, get all the free advertising, take your money… then simply cancel when revenues don’t match their calculations. Then you can’t get through to them to fix it. Or have to wait weeks for a refund. Or have to make other plans with airfares now higher on other carriers.

Pre covid airlines didn’t simply cancel a flight when bookings were low. Now they have an excuse.

 

[Berlin]

Are the events and comments in this thread really screwing us over? Poor service and slow response times are just sad. Screwing me over are things like:

Cebu Pacific in Philippines wanting to charge me extra bag when my carry on was 200grams over weight. (I just had to remove my coat from the bag and wear it for ten metres.)

Ryan Air in France charging some extortionate price for a carry on BUT that was after they had moved our flight departure airport from one side of Paris to the another out of the way airfield. OK for them to disrupt our plans but no leniency on their part of the rules.

Jetstar 5 hour late departure from Proserpine. Had they told us arrival aircraft was going to be that late we could have stayed in Airlie where there are more facilities.

Of course, "screwing you over" is a term that is relative and people might have very different level of tolerance to customer service fails etc.

But to your points specifically, it's almost comedically funny as I must say that I generally have little to zero feelings for peeps who fly the likes of Ryanair or Jetstar and then wonder. With all due respect, but most of the examples mentioned here so far were reflecting on expensive tickets with airlines like Qantas, especially in business.

So yea, in my mind, getting kicked out of the phone lines after a long hold or not receiving any hot meal after paying $800 bucks for a one hour flight qualifies for complaining about "being screwed over" WAY more than moaning about the weight surcharge on a flight with one of the world's most renowned cheap@rse airlines- you kinda had it coming buddy!

 

[TAK]

it’s relative, really . But re service, to my mind there are two things running in parallel, massive demand on call centre resources due to Covid cancellations and at the same airlines trying to save every cent - add all of that to the latest technology that allows you to use no humans to “deal” with customers and you have sh#t service.

 

[ANstar]

ergh took 1.5 hours on the phone (not on hold, that was 2 hours) to cancel an award ticket with QF the other day... 1.5 hours!!!

 

[justinbrett]

How bad can things get? Pax forked out for a special anniversary trip on QFd business class. Seated in row three was given the meal and then had it immediately taken back with the crew stating 'out of time'. We're sorry! Qantas business class undelivered - Air Travel - Travel - Whirlpool Forums

How can it be that crews are allowed to be so slow serving rows 1 and 2 that row 3 doesn't get a meal? BA Club Europe can serve 20/30/40 pax in 20 mins. QF can handle 8 in 40?

What exactly is an "intercity flight"? Aren't all flights intercity?

This post is lacking in detail, and pardon my scepticism but I feel there's more to the story here.

I find it almost impossible to believe the crew handed the meals and immediately took them back saying "out of time, sorry". At very least I'm sure this was more diplomatic and other factors not mentioned. Not everything on the internet is true.

 

[MEL_Traveller]

What exactly is an "intercity flight"? Aren't all flights intercity?

This post is lacking in detail, and pardon my scepticism but I feel there's more to the story here.

I find it almost impossible to believe the crew handed the meals and immediately took them back saying "out of time, sorry". At very least I'm sure this was more diplomatic and other factors not mentioned. Not everything on the internet is true.

Perhaps this wasn’t an AFFer with the knowledge to call it a ‘major intercity trunk route’ or similar? A route where you’d expect crew to be able to adapt the service to the time available… which for Aussie crews on domestic sectors is extremely generous. Even CBR-SYD used to serve full hot meals to 50+ pax in premium cabins… now SYD-MEL for 12 is a real struggle.

I’ve experienced feeling ‘out of time’ in row 3 of a 737. So I can see how it could happen.

 

[Michenny]

Why Keep Booking with Airlines that Screw You Over? is an article written by AFF editorial staff:

Why Keep Booking with Airlines that Screw You Over?

Over the past few years, the same complaints about airlines have appeared time and time again. Some of the most common ones have been airlines making it

www.australianfrequentflyer.com.au

You can discuss this topic or leave a comment below.

Hi Folks, has anyone received a refund from SIA if you have to cancel your flights. I Will be purchasing Business class return flight to FRA from SYD for a trip end of August and just wondering if you can. Not Due To Covid