Denied boarding and Premium Economy down grading – compensation if flying to EU

[Dave Noble]

Why are you taking the airlines side? They do not need your assistance. The reply was 159 days and 20+ emails from the actual incident which was not acknowledged at any stage. They would not get this far if it happened to me.

No point carrying on with this discussion as 99.2% of people agree with the OP....

Whether they may be agreement by some people about whether or not the airline is correct in their analysis is irrelevent as to whether the reply itself was rude. There is nothing rude that I can see , just a brief statement which details their side of the issue. Not being what the person wanted to be told, does not make the letter impolite

 

[medhead]

I cannot see how any airline can justify the difference between premium economy and economy SIN-SYD is only GBP183. And I do not care how an airline justifies how a coupon is issued or calculated. Can you please direct me to a full service that has premium economy so cheap?

This was a clear downgrade which, almost, deserved a full refund for that sector between premium economy and economy airfares on QF....

Ok I've got what is probably a dumb question, but what is the coupon? Is the coupon how the airlines charge each other in cases like this. If so, is the coupon vaule quoted here then the value of the economy fare on SQ from SIN-SYD? I thought the 75% was supposed to be on the difference between the purchased fare and the travelled fare. In which case, if the coupon is the cost of the fare travelled that the refund shouldn't be for 75% of the coupon. shouldn't the refund be 75% of the difference between the coupon and a similar coupon for an Y+ fare?

Communication is about more than stating bare facts, but addressing the feelings of the other person.

Wrong, communication is only about stating the facts in a clear and concise way. There is absolutely no need to display any empathy in order to communicate with people. Sure it is going to make customer service or complaints handling easier if one displays empathy, but it is not a requirement for communicating with people.

Personally, I see no rudeness in the response. I'd also question that the person providing the response is even aware of the history involved. All they know is that customer service have asked them to explain the refund. That is what they have done.

 

[straitman]

Wrong, communication is only about stating the facts in a clear and concise way. There is absolutely no need to display any empathy in order to communicate with people. Sure it is going to make customer service or complaints handling easier if one displays empathy, but it is *** a requirement for communicating with people.

Did you leave the word NOT out of your communication :?:

 

[medhead]

Did you leave the word NOT out of your communication :?:

Indeed, thanks. As a physicist, i guess i'm better at theory.....

 

[straitman]

Indeed, thanks. As a physicist, i guess i'm better at theory.....

Don't worry, we will look after you.

 

[oz_mark]

Personally, I see no rudeness in the response. I'd also question that the person providing the response is even aware of the history involved. All they know is that customer service have asked them to explain the refund. That is what they have done.

I expect this is the case. Simply responding to a request to explain a calculation.