Qantas Customer Remediation Program

[RichardMEL]

Ah. That's good! I hadn't gone to the portal tbh!

 

[Phoenix-1]

Our original flight was Monday morning direct. . . the alternative flight was Tuesday evening via Adelaide arriving Wednesday. In my opinion not a realistic alternative

That's terrible. We desperately need compensation regulations on airlines in Australia.

 

[ayebee]

Also received this email, and initially thought it could be a scam.
Any clues whether it is sent to everyone who had a QF booking in the applicable period, or sufficiently targeted to know that by receiving it, we likely have a claim ?

 

[Lynda2475]

I've lodged my claim for a flight I didn't even realise I was affected by.

Whilst I've yet to action the email I believe this is my situation too

 

[RooFlyer]

I can’t see anyway we can independently determine if the flight was already cancelled, as all public facing data would have showed it as for sale

Agree it's a bit of a "black box" for us. I had a feeling I might be eligible, but no email so... dunno.

Any clues whether it is sent to everyone who had a QF booking in the applicable period, or sufficiently targeted to know that by receiving it, we likely have a claim ?

The original statement from Deloittes said you can register, but they (and Qantas?) will determine absolutely if you are 'affected' and will qualify. No transparency whatsoever. I registered, but no e-mail. I had a flight zeroed out early, not cancelled and it was ultimately cancelled, seemingly in the 'qualifying' period, but there is no way for me to separately check my eligibility. No redress.

its like someone selling lottery type tickets (minor $ amounts to be won ) and saying, oh, we won't reveal the winning numbers, but we'll contact you if you have won anything. AND then you have to fill out the form etc.

Process stinks.

 

[encryptededdy]

The original statement from Deloittes said you can register, but they (and Qantas?) will determine absolutely if you are 'affected' and will qualify. No transparency whatsoever. I registered, but no e-mail. I had a flight zeroed out early, not cancelled and it was ultimately cancelled, seemingly in the 'qualifying' period, but there is no way for me to separately check my eligibility. No redress.

If it's zeroed out, they aren't selling tickets on it (I assume so anyway - unless the Qantas website was letting you buy tickets on flights that were zeroed in the GDS?), so I assume it's not the issue covered by this action.

I agree it's annoying that the affected flights aren't published. I assume the ACCC also knows what flights are affected, since they had the evidence to launch the action in the first place? It'd be interesting to know what data the ACCC used to determine that Qantas had already decided to cancel the flights before they actually did. I haven't read up on the case, but was this ever disclosed by anyone?

 

[RooFlyer]

If it's zeroed out, they aren't selling tickets on it (I assume so anyway - unless the Qantas website was letting you buy tickets on flights that were zeroed in the GDS?), so I assume it's not the issue covered by this action.

I bought a ticket OK, and it zeroed out shortly afterwards. My suspicion is that they had cancelled it already before I bought but hadn't done the zeroing thing.

But that's moot. I can't check my eligibility. They and they alone choose under rules they won't publish. It stinks.

 

[OATEK]

One would think that the answers to eligibility are contained solely in the data within the booking system, and would not be a matter for judgement by QF or Deloittes. It will be a matter of running the queries to see where internally the flight was cancelled, but not removed from the booking engine, and then identifying who bought a ticket after the cancellation. I expect that Deloittes will set out how the data is to be extracted and the affected parties identified, once they have run a few test routines. Bit early to get too excited about transparency and process IMHO.

 

[Himeno]

So nothing for me then?
I had a trip booked to NZ in late 2021 while the travel bubble was open, which then got cancelled after Sydney got covid and NSW gov allowed it to spread every where.

After a year, QF refunded the points part of the payment but only half of the cash part.

 

[RooFlyer]

I expect that Deloittes will set out how the data is to be extracted and the affected parties identified, once they have run a few test routines. Bit early to get too excited about transparency and process IMHO.

Crispy3276 above already has submitted his form, and apparently has been approved. So the process is underway. Some who registered have received e-mails a few days ago saying 'submit claim form', others of us haven't received the e-mail. Supposition is that we don't qualify.

One would think that the answers to eligibility are contained solely in the data within the booking system, and would not be a matter for judgement by QF or Deloittes.

I agree. So they should post a matrix of flights & times eligible. Yes, it will be complex, but they have worked out the parameters and should let this be known. I mean, no-one never made a mistake about refund eligibility before, have they?

 

[justinbrett]

The original statement from Deloittes said you can register, but they (and Qantas?) will determine absolutely if you are 'affected' and will qualify. No transparency whatsoever. I registered, but no e-mail. I had a flight zeroed out early, not cancelled and it was ultimately cancelled, seemingly in the 'qualifying' period, but there is no way for me to separately check my eligibility. No redress.

its like someone selling lottery type tickets (minor $ amounts to be won ) and saying, oh, we won't reveal the winning numbers, but we'll contact you if you have won anything. AND then you have to fill out the form etc.

Process stinks.

Deloitte did Airbnb as well and it was exactly the same process. I think if you got the email you were eligible, but they still said it had to be assessed.

 

[Peso]

I got the email as well, and I'm trying to figure out which flight was impacted. The Qantas flight cancellation notifications ("We've had to make changes...") I had were from 2021 and early 2022, with the only other cancellation notice related to Qantas Group being a JQ flight mid-2022.

 

[jonboixxx]

Once you register on the Deloitte portal via Qantas.com, login and enter your unique code from the email, they have details of your eligible flight/s to accept. Looking back in my excel and Tripit records, it seems like I had been rescheduled on a flight that was one of the ghost flights.

 

[Happy Dude]

As a way of building up a list of impacted flights, perhaps those affected and have registered via the portal could also post their flight number/s here too?

 

[33kft]

Just got a notification, QF442 on 27/05/2022

 

[Boeyn]

I’ve worked on large remediation projects like this before (including one where Deloitte was engaged to administer it). It is very common to stagger the email comms out over a period (eg a couple of weeks) to avoid overwhelming the system, particularly the call centre that will be operated by Deloitte (lots of “Is this a scam” calls!). So I wouldn’t be disheartened if you haven’t been contacted yet - they are probably doing batches of 10-20k per day - just sit tight.

 

[Cognac]

Received a notification email the other day. Just went through the following process:

Go to Qantas Website
Click on the "Qantas Customer Remediation Program" link partway down the page.
Create the account on the secure-portal website (requires multiple steps with verification emails)
Checked my case - it had my one eligible flight already listed
Put in my bank details and submitted the claim.

The process was actually very easy. And instead of having to do the refund via the original payment method it's just going straight to my nominated bank account. Will update once payment is received.

I expect if you don't create the account with the same details/email that Qantas have on file then it might not be such a simple process.

 

[ayebee]

also received email this afternoon and went through process well described by Cognac.

What I found interesting is that the flight in question we booked with points almost 11 months ahead, and it was changed from an 11.05 to 10.10am departure (same day) with 3 mnths before.
No big deal from my perspective, but I put in the claim for 2 pax anyway.

 

[CZ322]

Received the Qantas email yesterday and Deloitte email today.

Turns out it was a CR flight that I booked 4 months in advance but ended up canceling 8 weeks before departure (for free of course) due to personal plan changes. I received a schedule change email 5 days after booking that flight, which might explain why it was eligible.

 

[TomYagher]

QF1513 2022-12-27
QF1509 2022-12-26
QF0535 2022-10-10

Was hoping...and thought there'd be at least 1 eligible international flight I was due compo for, but just three domestics. Can't remember taking them or being inconvienienced by any changes and have no record of them, although 2022 was a large year of domestic flying for me and I tend to delete all tickets once used.