No more QF chauffeur drive to LAX and DFW

[RooFlyer]

Re: No more QF chauffer drive to LAX and DFW

Firstly, I can assure you that the decision to discontinue Chauffeur Drive between Australia and LAX/DFW from 1 July 2014 was not made lightly.

We value the feedback that we receive from AFF, and have started, but not completed, the call out to affected customers.

As the service is complimentary, we are not in a position to offer any refund in respect of the Chauffeur Drive service. However, our call centre staff do have the ability to explore whether there is a suitable, reasonable goodwill gesture that we can offer affected passengers. I’d be happy to discuss this further with you by private message, or one of contact centre staff will be in touch shortly.

(My bolding). I think that's an interesting turn of phrase.

Was CD 'complimentary'? Yes, that could be argued in as much there wasn't any apparent additional charge levied when the service was introduced. But on the other hand it might be argued at it was part of the overall service bundle that is handsomely charged for in a Qantas fare - like baggage, meals, lounges etc. Qantas does make a big deal out of the fact that "everything's included".

I believe few things in a commercial transaction are "free". Normally they are priced in to the overall cost - just like the cost of providing baggage services, in flight meals and lounges by Qantas, compared to some other airlines who charge separately for them.

So, no a 'refund' shouldn't be expected - as in "your CD trip was worth $75, so here's $75 cash back". But some form of compensation is definitely warranted - and the most obvious currency is QFF points. The quantum will always be a matter for debate, but the concept shouldn't be.

And lets talk about 'goodwill', or a 'goodwill gesture' as Red Roo puts it. In accounting (and in simple terms), goodwill is the excess of what is paid for a company over its tangible value. In more everyday use I guess you could say it is giving or allowing something of value to someone which isn't strictly necessary. A 'goodwill gesture' is probably some diminution or abstract of actual goodwill.

But if one has to ask for, or negotiate a 'goodwill gesture', then its value as 'goodwill' is probably zero. I'm sorry, Red Roo, if you are enunciating Qantas' position in respect of compensation for Qantas unilaterally not honouring existing bookings fro CD, then Qantas has no idea of what 'goodwill' means and it shows how totally out of touch Qantas management is with its J and F passengers. What Qantas is talking about isn't a 'goodwill gesture' but buying off a complainant IMHO.

A gesture of goodwill in this case would be what drron mentioned when AA cancelled his flight - an automatic, prompt crediting of points to the account of the person involved, and an e-mail to them. That's the "goodwill" part. The quantum of 'compensation' is another matter.

 

[MEL_Traveller]

Re: No more QF chauffer drive to LAX and DFW

Note drinks in domestic business class are also stated as being 'complimentary' - so could also be withdrawn at any time with no compensation or refund.

I google searched 'Qantas' and 'complimentary' - but interestingly only two results came up. One was in respect of CD, the other was domestic business class alcohol.

For other classes, items such as alcohol are discussed more as a service offering (along the lines of 'sit back and relax a wide range of beverages') rather than 'complimentary'.

I wonder if the distinction was always intended from the very beginning of the introduction?

 

[Kangol]

Re: No more QF chauffer drive to LAX and DFW

Note drinks in domestic business class are also stated as being 'complimentary' - so could also be withdrawn at any time with no compensation or refund.

If anything, this could set a precedent with what QF is and isn't able to get away with. Meals, baggage allowance are complimentary. Lounge access (for premium cabins) is also. If CD gets canned without any recompense then this allows them to remove any other complimentary service - which may even extend to things like printing BPs, seat allocation, online booking, etc....

 

[SydneySwan]

Re: No more QF chauffer drive to LAX and DFW

If anything, this could set a precedent with what QF is and isn't able to get away with. Meals, baggage allowance are complimentary. Lounge access (for premium cabins) is also. If CD gets canned without any recompense then this allows them to remove any other complimentary service - which may even extend to things like printing BPs, seat allocation, online booking, etc....

That would make QF a LCC!!

 

[RooFlyer]

Re: No more QF chauffer drive to LAX and DFW

That would make QF a LCC!!

Why yes, it would.

What was it that Joh once said? If it looks like a duck, and quacks like a duck .... (unfortunately the analogy falls down when talking about locomotion. It doesn't walk like a duck but rather charges like a bull )

 

[BVT]

Re: No more QF chauffer drive to LAX and DFW

I was just offered 10,000 points by way of compensation for the withdrawal/enhancement/fairer and blah blah - of CD on my return LAX/SYD/BNE in July. Which, I might add, I graciously accepted.

So, a "value" has been established. Would it be 20,000 points if both legs CD were enhanced?

How does that equate to the amount I now have to pay to the car service for my transfer to the GC? I know that I could, in theory, catch the bus or the AirTrain, but I had been promised a private car transfer.....

 

[Dmac6345]

Re: No more QF chauffer drive to LAX and DFW

BVT, did you get "It could take up to 4 weeks for the points to be added"?

 

[BVT]

Re: No more QF chauffer drive to LAX and DFW

BVT, did you get "It could take up to 4 weeks for the points to be added"?

Might have done; I had stopped listening by then.

Interesting that part of a service that is paid for is withdrawn immediately, but any "compensation" takes 4/8/12/100 weeks to be delivered.

Clearly, different departments are responsible! How easy would it be to add the points then make the call..."as a gesture, we have added .... they are now in your account"? Maybe I expect too much from (paying) customer service.

 

[SydneySwan]

Re: No more QF chauffer drive to LAX and DFW

Now, wouldn't it be nice if Qantas went around and just added the 10,000 points per CD flight to all those QF flyers affected? Hands up all those who think THAT will happen!

I wonder also how they will compensate any non-QF FF who are affected. They are equally entitled to compensation.

 

[Dmac6345]

Re: No more QF chauffer drive to LAX and DFW

Now, wouldn't it be nice if Qantas went around and just added the 10,000 points per CD flight to all those QF flyers affected? Hands up all those who think THAT will happen!

I wonder also how they will compensate any non-QF FF who are affected. They are equally entitled to compensation.

Absolutely agree. Doesn't matter who, how, when it's booked. Same should apply for all.

 

[Cruiser Elite]

Re: No more QF chauffer drive to LAX and DFW

I was just offered 10,000 points by way of compensation for the withdrawal/enhancement/fairer and blah blah - of CD on my return LAX/SYD/BNE in July. Which, I might add, I graciously accepted.

Wonder what the response is going to be if pax doesn't graciously accept?

Will be interesting to see if ALL pax on booking actually get 10K ea!

 

[BigKahunaBurger]

Just had the phone call now (flight is in Dec) and had CD to PER (flying PER-SYD-LAX-YYZ).

Without any prompting, the 10k points was offered and was told it could take "up to 3 weeks".

Accepted this.

 

[Dmac6345]

Oh good, now its 3 weeks. By the end of the day we should all have the points credited into our account.

 

[legroom]

My "complaint" was addressed with emails / phone calls.

"10,000 points" would be offered for each existing booking that is going to be adversely impacted.

To all (i.e. everyone's) existing bookings - no need for complaint !

I'm holding my breath here waiting to see if this "policy" will be effected as intended.

 

[Ansett]

My "complaint" was addressed with emails / phone calls.

"10,000 points" would be offered for each existing booking that is going to be adversely impacted.

To all (i.e. everyone's) existing bookings - no need for complaint !

I'm holding my breath here waiting to see if this "policy" will be effected as intended.

So per booking not per passenger.......

 

[Cruiser Elite]

​Long story-short (after being on hold for 20 mins) she came back to me and said "Mr Dmac6345, I am under the impression that each passenger on your booking will be getting 10,000 FF points credited to your account". She couldn't confirm this (typical) as it would be done by QF Loyalty. Oh, the another thing is that she said it could take up to 8 weeks. What a joke!

"10,000 points" would be offered for each existing booking that is going to be adversely impacted.

Yes the calls will be interesting.

 

[legroom]

So per booking not per passenger.......

Yes, that was what I was advised - per existing booking.

 

[NM]

I wonder what is being offered to people who have an affected CD booking but don't have their QFF number in the booking? I expect they won't be paying out 10,000 AAdvantage miles, or 10,000 AsiaMiles.

 

[Dmac6345]

Yes, that was what I was advised - per existing booking.

This is where it will get very interesting, but not surprising. I was informed it was per passenger on the booking !!!!!
Here we go again - POPCORN ?

 

[legroom]

This is where it will get very interesting, but not surprising. I was informed it was per passenger on the booking !!!!!
Here we go again - POPCORN ?

I am not surprised at all.

That response - for every affected booking - came after 20 min hold time on the phone.

And the person who called me is a "supervisor" at Mascot headquarters !

Obviously, it was then confirmed (? made up) at that moment only.

I hold no expectation at all - zero, in fact.