Downgraded from Business Class.

[Princess Fiona]

The more I read the thread the more disturbed I am about the conclusions being drawn between an isolated incidence of poor customer service by Qantas and the inference that this is an indication of the downfall of Qantas customer service and status recognition as a whole.

Seriously :?:

 

[TonyHancock]

The more I read the thread the more disturbed I am about the conclusions being drawn between an isolated incidence of poor customer service by Qantas and the inference that this is an indication of the downfall of Qantas customer service and status recognition as a whole.

Seriously :?:

Couldn't agree more.

 

[UP4014]

The more I read the thread the more disturbed I am about the conclusions being drawn between an isolated incidence of poor customer service by Qantas and the inference that this is an indication of the downfall of Qantas customer service and status recognition as a whole.

Seriously :?:

How isolated do you think it is, please give us how many passengers QF bumped off for any reason in 2014 to kep it current and simple?

Only then can we know if it's isolated.

Perhaps red roo could tell us, I don't know. But I do know I cannot form an opinion on it until I do know.

Matt

 

[BD1959]

The more I read the thread the more disturbed I am about the conclusions being drawn between an isolated incidence of poor customer service by Qantas and the inference that this is an indication of the downfall of Qantas customer service and status recognition as a whole.

Seriously :?:

If you review my previous replies, PF, you'll see my appreciation of IRROPS recovery via the Plat Line on Domestics. The response from Red Roo suggests that status is not considered with International issues (I did explicitly question QF's policy NOT what had occurred in this instance).

If you think I'm drawing a long bow, then I'm happy for Red Roo to refute.

Regards,

BD

 

[Princess Fiona]

How isolated do you think it is, please give us how many passengers QF bumped off for any reason in 2014 to kep it current and simple?

Only then can we know if it's isolated.

Perhaps red roo could tell us, I don't know. But I do know I cannot form an opinion on it until I do know.

Matt

I'm going by my own experience and the lack of similar reports on here, FT, MP and other Social Media.

I have formed my opinion based on that. Many here appear to be forming opinions based on post #1

 

[Princess Fiona]

If you review my previous replies, PF, you'll see my appreciation of IRROPS recovery via the Plat Line on Domestics. The response from Red Roo suggests that status is not considered with International issues (I did explicitly question QF's policy NOT what had occurred in this instance).

If you think I'm drawing a long bow, then I'm happy for Red Roo to repudiate.

Regards,

BD

I interpreted it slightly differently to you. I may be incorrect but Red Roo is stating that the status (which RR won't confirm due to privacy issues) was not a factor in EmilyP's parents being selected for re-booking or involuntary downgrade.

 

[BD1959]

I'm going by my own experience and the lack of similar reports on here, FT, MP and other Social Media.

I have formed my opinion based on that. Many here appear to be forming opinions based on post #1

I'm posting mine based on Red Roo's response.

Regards,

BD

 

[BD1959]

I interpreted it slightly differently to you. I may be incorrect but Red Roo is stating that the status (which RR won't confirm due to privacy issues) was not a factor in EmilyP's parents being selected for re-booking or involuntary downgrade.

I'm interpreting it the same way, PF.

I believe status should have been (and should) be a factor in the selection process.

In the same way WP gets the nod over NB in the upgrade stakes, so they should be behind NB in the downgrade stakes.

Regards,

BD

 

[Princess Fiona]

I'm interpreting it the same way, PF.

I believe status should have been (and should) be a factor in the selection process.

In the same way WP gets the nod over NB in the upgrade stakes, so they should be behind NB in the downgrade stakes.

Regards,

BD

I agree with that. What neither of us know is if the status of the passenger is considered in the selection process policy and procedure. I would quite frankly be astonished if it wasn't. I do not believe QF or any other airline for that matter will publicly release their selection process for bumping and involuntary downgrades.

We know that Red Roo has stated it wasn't a factor in this case.

 

[Quickstatus]

The more I read the thread the more disturbed I am about the conclusions being drawn between an isolated incidence of poor customer service by Qantas and the inference that this is an indication of the downfall of Qantas customer service and status recognition as a whole.

Seriously :?:

Yes poor customer service but it derived from QF following guidelines and their own policies on compensation.
So in the extremely rare situation that it may happen to me and others, we all now know QF will do the same again - because it will just follow their guidelines and policies.

I agree that tier status does not come into play here because its not a tier status benefit to be immune from forced downgrade.
However QF plays the game of perceived customer value so im sure in the background tier status does play a role somewhere.

Everyone at Qf is following their rules and regulations but they are just blind to what is actually happening here. which is the degradation of goodwill, brand, and a disquieting realisation by QF customers that though a rare situation, if they find themselves in the same situation they will be ripped off.

Aussies dont like to be ripped off. But additionally ripped off by an iconic Australian Brand which purports to be a symbol of the Australian spirit.

 

[RAM]

Red Roo is not misleading anyone :
There was no First Class cabin on that flight FYI

What about Premium economy?

 

[Princess Fiona]

What about Premium economy?

Already answered by Red Roo

"I can assure you that there were no Qantas employees onloaded in Business or Premium Economy on QF16 LAX/BNE 16OCT, on either Duty or Leisure Travel categories"

 

[BD1959]

I agree with that. What neither of us know is if the status of the passenger is considered in the selection process policy and procedure. I would quite frankly be astonished if it wasn't. I do not believe QF or any other airline for that matter will publicly release their selection process for bumping and involuntary downgrades.

We know that Red Roo has stated it wasn't a factor in this case.

Maybe I am interpreting RR's comments incorrectly, however I take them at face-value when they say status was not a factor in the selection of EmilyP's parents. Does that mean that lesser status passengers remained in J? Happy to get clarification ON THE POLICY from RR.

...and talking if policy, what would be so wrong for QF (or any other airline) to state "in the unlikely event of our having to downgrade passengers, we will do so based on status"?

Regards,

BD

 

[Quickstatus]

May I suggest an AFF poll:

a) QF compensation was fair and reasonable
b) compensation should be refund of the difference between Paid fare and cheapest discount Y at the time of purchase
c) compensation should be refund of J fare with Y seat provided free

 

[wandering_fred]

I will agree that QF customer service does the best it can in any circumstance, but does have to follow overall company policy.

There in lies most of the angst of this thread. What I would have expected was some immediate compensation (fare difference plus) along with an system-wide one way unrestricted free upgrade from the cabin flown to the cabin paid for valid for a reasonable period of time (1 year). Name transferable within the family.

Given the delays in this case, I think the the only positive outcome would be for QF to say that in the future the EU rules will be followed for all QF international flights with perhaps some modification of the percentage reimbursement levels.

Note I now have the highest QF status I have ever earned.

Happy wandering

Fred

 

[BD1959]

May I suggest an AFF poll:

a) QF compensation was fair and reasonable
b) compensation should be refund of the difference between Paid fare and cheapest discount Y at the time of purchase
c) compensation should be refund of J fare with Y seat provided free

I don't give a t*ss for compensation...as a WP I would expect to receive the service I've paid for...or at least understand ALL avenues have been exhausted under me first.

...I'll tick that option if you can include it...pretty please!!!

Regards,

BD

 

[Princess Fiona]

May I suggest an AFF poll:

a) QF compensation was fair and reasonable
b) compensation should be refund of the difference between Paid fare and cheapest discount Y at the time of purchase
c) compensation should be refund of J fare with Y seat provided free

You can set up a poll if you think that's a good idea.

Might also be an idea to ask who has experienced an involuntary downgrade on QF

 

[maninblack]

BOTH passengers were told either stay a day or be downgraded from FULL FARE business to Economy.

Just to clarify, the OP stated that they had 'I' class tickets which is a long way below FULL FARE business. This is a discount business class fare.

 

[Red Roo]

Tier status was not a factor in the outcome

Apologies for any confusion. To clarify, "the outcome" is in reference to the goodwill discussed with Customer Care. Tier status would have been considered in the early stages, and as per our internal procedures and guidelines for managing such situations (e.g. during the initial call out period etc...).

Disruptions of this nature are often the last resort for any airline, with tier status, extenuating circumstances and seat availability amongst the many operational factors taken in to account when making alternative arrangements.

Given the high interest in this thread, I can understand the need for some to analyse and interpret my posts. I can personally and truthfully assure you that each case is reviewed independently, using our guidelines as a benchmark to ensure some consistency.

 

[Princess Fiona]

Apologies for any confusion. To clarify, "the outcome" is in reference to the goodwill discussed with Customer Care. Tier status would have been considered in the early stages, and as per our internal procedures and guidelines for managing such situations (e.g. during the initial call out period etc...).

Disruptions of this nature are often the last resort for any airline, with tier status, extenuating circumstances and seat availability amongst the many operational factors taken in to account when making alternative arrangements.

Given the high interest in this thread, I can understand the need for some to analyse and interpret my posts. I can personally and truthfully assure you that each case is reviewed independently, using our guidelines as a benchmark to ensure some consistency.

Are you on unpaid overtime tonight?

I sincerely hope not, but thankyou for clarifying your responses.