Hi All,
Please find below Qantas' response to my parent's complaint (names and booking numbers removed):
Dear Mr and Mrs xx_
Thank you again for taking the time to discuss your experience with your booking xx_X. As you are aware Alan, Leigh and Lesley have asked me to get back to you directly.
I was extremely disappointed, and quite frankly embarrassed, to hear of the situation that unfolded in LA, and of the way we handled it. We can and should have done much better and I'm very sorry that we didn't. I have followed up with all the people involved in the situation in some detail and we have flagged a number of gaps which we will work to resolve. That, however, doesn’t make up for a flight experience that was ruined for you both.
Having spoken to you both, to say we’re sorry, further to the $700 that was given Mr XX from our Los Angeles airport staff, I arranged as a goodwill gesture a credit of 50,000 points to your membership, as well as a $500 Qantas travel voucher. As you are aware you also received a $1200 downgrade refund from your travel agent .
We have spent considerable time reviewing your issues raised and feel that we have responded appropriately. As such, we are unable to further comment on these matters or offer any additional gestures and trust this confirms our final position on the matter.
I am sorry to hear that you were not satisfied with our goodwill gesture and I apologise again if you feel that Qantas’ service was not of the standard that you expected.
Once again, my sincere apologies.
Best regards,
I would like to reiterate the following:
- The $700 given to my father at LAX was described by LAX staff as a 'downgrade inconvenience compensation' NOT a fare refund. This $700 was given to every passenger that was downgraded, even the ones that chose to fly Business the next day
- the FF points and voucher were given to my father as a goodwill gesture as a result of his complaint over their treatment by QF at LAX.
- the $1250 was the fare refund QF considered 'fair' even though it has left my parents out of pocket
Next steps are to utilise some of the excellent advice and contacts I have received via PM from members here and take action.
I think the Australian public need to know that Qantas can effectively steal money from you. I do consider this theft as they did not provide what my parents paid for.
I have an O/S trip booked with Qantas next year. It will be my last with QF I can assure you. Luckily my workplace gave Qantas the boot earlier this year as their preferred carrier, so I don't have to fly them for work at all.
Feel free to PM me at any time,
Emily P