I think I now regret not asking for compensation. Not so much for me (I have enough points) but in general for the pax. It's pretty poor to send a (delayed... ironic) lame form email saying sorry (not sorry) but to offer not even a token few thousand points? What about for those of status or in paid premium seats? Pretty shoddy.
<snip>
Do we all feel like valued customers?
Airlines have the ability within their current systems to automate delay compensation to passengers.
Imagine how awesome the following scenario (which is 100% possible today by Qantas) with their existing technologies:
- The flight is delayed by xx/minutes
- Upon arrival, pax receives email/app notification that flight was delayed for xx_ reasons.
- Inside the notification is a link for you to choose from a pre-defined list of compensation gifts. Points...lounge voucher..phone call...etc
Internally, airlines categorize the nature of the delay.
If the delay is due to crew/human error, internally, the airline would cross-charge the responsible department, making them financially accountable.
Need to remember that 99.99% of airline employees have never been a frequent flyer in their lives.
Their product roadmaps are often driven by a few surveys or what industry vendors are trying to sell them. As such, it's unlikely such a pro-consumer system will roll out. Heck, look at the airlines flying into EU that have lobbied AGAINST automated compensation.
Hope this provides a little insight
100% agree you should complain - if only so that your complaint is logged as a statistic that may help decision making for future delays.
