Looking after the WP during service issues

[N860CR]

I'll admit, I'm having a really bad run with QF at the moment (which I guess happens when you fly a lot), however I always considiered one of the biggest benefits of WP to be getting "looked after" when things don't go to plan.

I've got an urgent meeting in SYD in the morning and I'm currently in ROK. I was booked to travel to SYD via BNE tonight and head back up here on Thursday. About 2 hours prior to departure I get the "your flight has been cancelled" SMS (ROK-BNE).

I call and get stuck speaking to someone who couldn't have cared less if she tried. I was told flat out that all I can do is go tomorrow, which clearly isn't going to work. I was told they could cancel the ticket and I can sort myself out. Sort myself out I have on Virgin, at my expense of course.

Am I the only one who thinks that should Qantas cancel a flight with next to no notice, they should be somewhat responsible for sorting out travel for at least the same day? I'm sure it hasn't been all that long since an airline would cancel a flight and then purchase the last remaining seats on another carrier (for last minute stuff).

I'm starting to get a bit frustrated that all the attitude I've had lately from Qantas when things don't go to plan (this was their cancellation remember) is simply "too bad, so sad, can't do a thing". I can remember not that long ago receiving great service from Qantas (as SG/WP) when they stuff things up, however this is the second incident in as many weeks when I've been told to find my own way (at my expense).

 

[awilcockson]

That sounds a bit rough. Did they give a reason for the cancellation?

I would have thought that in this situation they would have paid the cost of your Virgin flight.

 

[MrJetset]

Never call the number in the SMS, but call the Premium desk immediately. They are much better at handling these situations.

 

[N860CR]

Looking back, I should have.

They have blamed "mechanical reasons" which they say are not their fault... interesting!

 

[samh004]

I'd have thought they could have re-routed you a slightly longer way even, doesn't the milk run fly through ROK? Shame on QF, but I assumed you would have called the premium desk.




 

[N860CR]

It does, however the times don't work for evening departures.

I'd always assumed that calling the dedicated "disruptions" number would get me through to a "premium" person who sorted that stuff out. Evidently I'm wrong... however what's to say anyone else would have been anymore helpful.

 

[markis10]

I wonder why they did not offer a GLT departure?

 

[N860CR]

I did look at GLT, however the only connecting option departed at 1630. I was on the phone at about 3 so there was no way to make that work (not that it was offered, but I guess I could have insisted).

I guess it's lucky that Virgin had seats and I could work around it (even though it hasn't been cheap for me). I've just been left feeling very let down by Qantas. The "I don't care" attitude of their staff didn't really help either.

Im of the option that should an airline cancel a flight because of some issue they have (weather is a bit of a variable so I guess it doesn't could), they should be responsible for getting you to your destination that same day. I found the use of the line "mehanic issues aren't our fault" is a bit rich. If I have a "mechanical issue" with the car and miss my flight, I can't tell Qantas it wasn't my fault and I'm not responsible!

Would be interesting to see how a WP1 would have been treated. Perhaps the assistance for regular WPs has been enhanced now that we're second from the top.

 

[serfty]

This why the EU has set action an airline must take in a similar situation. Mechanical doesn't cut it as an excuse either!

Posted on a wing & a prayer

 

[Princess Fiona]

Never call the number in the SMS, but call the Premium desk immediately. They are much better at handling these situations.

Wise words, I've just committed that to memory in case I get disrupted

 

[ajw373]

Am I the only one who thinks that should Qantas cancel a flight with next to no notice, they should be somewhat responsible for sorting out travel for at least the same day? I'm sure it hasn't been all that long since an airline would cancel a flight and then purchase the last remaining seats on another carrier (for last minute stuff).

Nope, refer to the terms and conditions of your ticket. Especially the bit, paraphrasing here that says they will book you at zero cost on THEIR next available flight and if that is the next day and you have already travelled on a segment of your booking they will accomodate, feed you etc.

Cannot see how any reasonable person could ask for more. If they had to go around booking and paying for flights on other airlines you will find the cost of your ticket will go up to compenstate them for this possibility or the airline will go broke.

 

[N860CR]

Think they should and what they will do are different things. As mentioned, this wouldn't happen in Europe where laws are in place to protect passengers from this.

Its funny, the arguement has always been "never book Tiger, Jetstar etc if you have to be somewhere". I don't see what was gained by using QF over a LCC.

 

[GladstoneTim]

Hi Daniel,
Considering you were advised at about 3pm, couldn't they have got you on QF2367 or QF2307? It is rare'ish for them to be fully booked.

 

[N860CR]

2367 is the 1900ish one isn't it? It doesn't arrive in BNE intime to connect to SYD. 2307 is the same on Tuesdays. With the GLT stop, it arrives too late to connect onwards.

 

[simongr]

Its funny, the arguement has always been "never book Tiger, Jetstar etc if you have to be somewhere". I don't see what was gained by using QF over a LCC.

Do Tiger/Jetstar fly to the places you need to be?

 

[GladstoneTim]

Mmmmmm. DST stuffs things up a bit I think. QF2307 is scheduled into BNE today at 1855. It should have sufficient MCT for QF557 at 1925, even if it meant a speedy walk through security and the terminal. Thumbs down to QF big time today.

 

[N860CR]

No, it was a figure if speech. Whenever somebody posts that they missed a meeting/wedding/funeral because TT/JQ cancelled/delayed a flight, the usual line is "you should have flown a full service airline".

 

[dajop]

How times have changed. This is the price to paid for the intense competition we see, as opposed to cosy competition between two "legacy" carriers. I wonder too if WP has been enhanced to accommodate WP1's. Would an o/n in BNE and first flight out suited you, or did they offer that and was no good for you?

I can remember back in 2001 (before Sep, but obviously still post deregulation) I boarded a QF BAe (LST-MEL) and about 10 mins later we were all deboarded. The plane was going nowhere. Sitting in the QP waiting for advice, I was on the internet, just about to press confirm to buy a ticket on the AN flight departing in 40 mins time when an announcement came over to present our QF boarding passes to the AN counter to check in for that flight. Just a QP PS back then too.

 

[N860CR]

Mmmmmm. DST stuffs things up a bit I think. QF2307 is scheduled into BNE today at 1855. It should have sufficient MCT for QF557 at 1925, even if it meant a speedy walk through security and the terminal. Thumbs down to QF big time today.

That's frustrating. As it turns out, I would have made it very easily had I been transferred onto 2307. I did ask this of customer care in an email, however they ignored all reference to it.

Expected response from Customer Care in the end. "We offered you a refund, what more do you want?". Would be interesting to see how differently Virgin would have handled it. Realistically, probably not much better, however it's discomforting to know that even the full service airlines will abandon you when they stuff things up at short notice.

I guess if you look at it from a financial point of view... There were probably only 10 or so connecting passengers on the flight so it was cheaper for them to cancel it altogether, move the BNE pax onto the late evening flight and tell those 10 or so people "tough". Frustrating that their decision to save money left me out of pocket.

 

[alieninperth]

What was the time allowed for your connection. Twice in the last year, QF have held a plane for pax that were transiting. One time I was the transiting pax and the other it was someone else. On both occasions though, we were on the last flights of the day (SYD-PER and SIN-LHR).