DJ compensation for “rogue aircraft” seems stingy...

[Homer]

A couple of weeks ago we flew DJ Y+ from BNE-SYD. We didn’t pay for it directly - like a lot of DJ’s Y+ pax we were only there because we were connecting to a VA flight out of SYD and, because we happened to be in BNE the day before our flight, I saved some money by booking the tickets out of BNE (thus receiving the free connection) instead of flying us all home first.

Anyway, using DJ’s own description of the aircraft received via an email to my TA, we happened to get a “rogue aircraft”. It was new and didn’t have Y+ fitted. That means it didn’t have “wider, two abreast seating”, “no middle seat” and “complimentary live2air entertainment” (there were no screens anywhere in the cabin) - all features listed on DJs web site.

The pax next to us complained to the CSM (I know DJ will have an immature sounding name for that role, but that’s what I know it as) and he told them, and then us, that we could claim for “credit shells” as compensation which can be used towards additional flights. Well I’ve just received an email from my TA that DJ are only prepared to give us $70 per pax which is the price difference between Y and Y+. Does that sound a bit stingy? Has anyone else received these “credit shells” before and is that the usual deal?

I should add that I’m not all that bothered. It was a short flight and we had a pretty good, though a little uneven, experience on VA for the rest of our trip so I feel positive towards that part of the group. Plus I didn’t expect much from DJ - based on my past experiences it isn’t a very nice product and so I wasn’t surprised that it was underwhelming. I just think that their compensation seems a bit, well, “low cost”....

 

[markis10]

Given the number of DJ rogue aircraft now with the new deliveries not having PE, it is really amazing that they are not more consistant in the way its handled, have a look at this thread for instance:

Virgin Blue DJ725 (1/APR/10), Premium Economy and Rogue Aircraft


When is DJ going to mature as an airline, drop the gen Y attitude that its all good to have fun (inconsistancy/unreliability is cool) and start to show some seriousness about their market.

In the past I have had changes of aircraft type without notice (737 to e-jet) or not been advised at the gate that L2Air is not onboard, while they are little things its a long way to Adelaide from Brisbane when there is no IFE and you have not been prepared for it.

DJs customer information makes tigers look good, their timetable does not show aircraft type, the DOM-INTL transfer information is non existant (especially with the seemless transfer to PB in SYD) and their flight status on the website operates in a virtual world not related to the real one. Throw in reactive responses to customers not getting what they paid for and you have a complete and utter customer service fail.

 

[Homer]

Thanks for the link and your thoughts. I’ve told my TA I want proper compensation. I’ll post back details of what (if anything) eventuates.

 

[docjames]

I would posit two questions:

1. What amount of compensation are you seeking?
2. What would you expect from QF for an involuntary (domestic) J-->Y on that sector?

 

[dk4]

The pax next to us complained to the CSM (I know DJ will have an immature sounding name for that role, but that’s what I know it as)

Minus the "M". CS - CABIN SUPERVISOR.

Actually out of the four majors, QF is the odd one out, with the lead FA being a "manager" rather than a "supervisor".

 

[Homer]

I would posit two questions:

1. What amount of compensation are you seeking?
2. What would you expect from QF for an involuntary (domestic) J-->Y on that sector?

As I said in my original post, I’m not all that upset. I didn’t expect much from DJ to begin with - I’ve never been happy with their low-rent BNE “lounge” that looks and smells like a dingy suburban pub the likes of which I haven’t been in for 20 years, their overly-familiar staff that only seem to understand “adult-child” ways of dealing with customers and the overall shallowness of their product.

So to answer your questions:

1. I think replacement Y+ fares would make me feel good, or at least the difference between, say, their cheapest fare on that day and their Y+ fare. I think the offer of $70 is a joke.

2. I’ve never experienced this from QF and as I only fly in J I imagine this doesn’t happen much on QF. In any case I’d rather not engage in hypotheticals.

 

[NM]

Personally I believe a refund of the fare difference between the Y+ fare and the cheapest economy class fare being offered at the time you booked your ticket is fairer than just the difference between Y+ and the most expensive Y fare (assuming its Corporate Plus fare).

 

[docjames]

Would tend to agree with difference between cheapest available on day and fare paid.

Remember if it's a through fare, you wont necessarily have paid

BNE-SYD fare + SYD-LAX fare. One or both may have been discounted as the cost of buying individually may have been greater. So the refund may not be a pure:

Y+ fare minus cheapest Y fare, but in fact discounted Y+ fare minus cheapest Y fare (although presumably you could argue that would be at a discount too).

Looking at forward dates on DJ from BNE-SYD typical pricing seems to be:
Y+ $499
Corp $429
Flex $295
(Blue Save $95+$10, Go $79+$10)

I suppose they'll argue you still got 32kg of luggage allowance, so effectively flew on a corparate fare. Did you have over 23kg/pax? As there'd easily be an arguement for $499-$295 = $204 refund if bagage <23kg. It might be hard to argue for more than that.

 

[Homer]

Did you have over 23kg/pax?.

No, hand luggage for two pax, standard (~20kg) check-in for the other two pax.

 

[docjames]

Would be worth the TA making that point as in that case you should get closer to $200 per pax.