Qantas Customer Remediation Program

[Seat0B]

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.

Mr Seat 0A and I just got the initial Qantas email this afternoon suggesting we will hear from Deloitte in a few more days.

So it seems you’re right about the staggered emails @Boeyn.

 

[Captain Halliday]

The Deloitte remediation page specifically says staggered, out to 10 July.

 

[Flyfrequently]

Received initial email today, follow up sms this evening to both of us from Deloitte, now just need to wait for email with code.
Think it may have been for BNE-PPP, we'll see.

 

[Captain Halliday]

Received initial email today, follow up sms this evening to both of us from Deloitte, now just need to wait for email with code.
Think it may have been for BNE-PPP, we'll see.

The Deloitte sms should be sufficient.

You’ll need to set up an “account” with Deloitte.

The code is only required if the email address you use to set up the account is different to the email you used to make the flight booking.

It’s also worth noting that you can claim for everyone on a PNR which saved me making accounts for the rest of the family.

 

[Peso]

QF421 2022-11-02

I thought I actually flew this one, but upon checking my flight logs, turns out the ticketed flight number didn't match the number I actually boarded that day. It was an Int'l to Dom transfer in SYD, and I can't find any change/apology email or SMS from that time, so I thought this was an automatic rebooking from a missed connection, instead of a ghost flight altogether.

 

[pauly7]

Like many others I fall into the camp of ‘didn’t even know I was impacted’ as I wasn’t inconvenienced to the point of it even registering… I was rebooked onto flights minutes either side of the OG flights.

Was travelling all through Covid and in the recovery phase heavily.

 

[mbell1510]

I submitted my claim on Tuesday for BNE-SYD QF555 on 07/05/2022.

I booked that flight about six weeks out and got moved to a QF flight at 7pm after this one was cancelled, but ended up asking the lounge to be moved to a 5pm flight as I turned up early. Didn't even think twice about whether I'd have flight so no complaints from me.

 

[HirafuHeartAttack]

Just submitted my claim. Was baffled as to what flight was affected but it was QF81 (SYD-SIN) on 14th May 2022.
Was booked as a reward flight. Then pushed a day later about a month after booking. Ended up rebooking SYD-BRI-SIN to get there on the correct date.

 

[aus_flyer]

I got my code and registered but it doesn't show my flights. Weird.
I keep getting texts from Deloitte so maybe mine won't show until all the staggered processing is complete.
Who knows?!

 

[Seat0B]

The Deloitte remediation page specifically says staggered, out to 10 July.

Yes it does - but I had not been to this page until I got the first email.

 

[Seat0B]

I got my code and registered but it doesn't show my flights. Weird.
I keep getting texts from Deloitte so maybe mine won't show until all the staggered processing is complete.
Who knows?!

Mine's a bit weird too. I had an original email from Deloitte yesterday saying I'd get an SMS soon. I have now received 3 separate SMS messages over the course of this morning. Does this mean 3 affected flights? Or just a registration system stuff up? But so far no email from Deloitte with the "unique code" they ask for on the page where you register your claim. Mr Seat 0A has also received multiple text messages. From memory, we flew together CBR-SYD-OOL or CBR-BNE and back again in the relevant time period. And from memory we were stuffed around quite a bit with flight changes, but as it was a visit to see family with no real time pressure, it has receded into the past.

Patience, grasshopper, I hear the hive mind say.

 

[HirafuHeartAttack]

Mine's a bit weird too. I had an original email from Deloitte yesterday saying I'd get an SMS soon. I have now received 3 separate SMS messages over the course of this morning. Does this mean 3 affected flights? Or just a registration system stuff up? But so far no email from Deloitte with the "unique code" they ask for on the page where you register your claim. Mr Seat 0A has also received multiple text messages. From memory, we flew together CBR-SYD-OOL or CBR-BNE and back again in the relevant time period. And from memory we were stuffed around quite a bit with flight changes, but as it was a visit to see family with no real time pressure, it has receded into the past.

Patience, grasshopper, I hear the hive mind say.

I didn't require a code. As mentioned above if the email address for booking matches the email address deloitte contacted you on then you can begin the prgocess of sign up here.

Account Registration - Qantas Customer Remediation Program

www.secure-portal.com.au

 

[aus_flyer]

I didn't require a code. As mentioned above if the email address for booking matches the email address deloitte contacted you on then you can begin the prgocess of sign up here.

Account Registration - Qantas Customer Remediation Program

www.secure-portal.com.au

I've created the account, used the unique code and it still doesn't show anything. Says wait 14 days.

 

[significance]

Not sure if we've moved to another thread since this one has been pretty quiet but I got the email from Qantas telling me Deloitte were administering the scheme and they would be emailing me.

Thanks for the update. I haven't heard anything, so I guess I wasn't on any of the affected flights. I'm very surprised, as every booking I made during that period was changed at least once by Qantas. Maybe I booked early enough that they hadn't yet decided for sure that they wouldn't be running those flights.

 

[lakeman]

I didn't require a code. As mentioned above if the email address for booking matches the email address deloitte contacted you on then you can begin the prgocess of sign up here.

Account Registration - Qantas Customer Remediation Program

www.secure-portal.com.au

Same here for an august 22 Christchurch flight that was cancelled 4 days after booking.
I had the code but wasn’t needed.

 

[Seat0B]

I've created the account, used the unique code and it still doesn't show anything. Says wait 14 days.

Same here. I still don't know which flights are involved. Plus I received 2 unique codes - which makes those codes not entirely unique!

How are people identifying their affected flight(s)? Presumably that comes after they do whatever it is that they do after you register with your unique code.

 

[Seat0B]

Thanks for the update. I haven't heard anything, so I guess I wasn't on any of the affected flights. I'm very surprised, as every booking I made during that period was changed at least once by Qantas. Maybe I booked early enough that they hadn't yet decided for sure that they wouldn't be running those flights.

Just be patient a little longer @significance - I only received my email yesterday evening. And they say on the deloitte web site that the emails will be sent out until 10 July, so there are some days still left for them to send it. Additionally, you can go to the remediation page and just register even without an email and the various codes - I presume they then look you up by name or email address or something and will advise if you are eligible or not. If you look here there are a lot of people reporting their experiences in this thread that might be relevant to you.

 

[Lynda2475]

No idea why they emailed me a unique code when there is no where to enter it in the registration process, but I registered an put in a claim for the flight.

Turns out to be a SYD-BNE flight I booked to connect with a BNE-NTL for the 2022 AFF gathering #15.

Flight time changed by 90ish minutes, used this as an excuse for full refund at the time as my high school reunion ended up being on the same day so I couldn't attend the AFF event anyway.

I wonder if more flights might still come through, seem to recall plenty of other flight changes

 

[aus_flyer]

I’ve now received two DEL codes. The website doesn’t let me enter two codes!

 

[Seat0B]

I’ve now received two DEL codes. The website doesn’t let me enter two codes!

Me too. I’ve done as they instructed and used their message function to advise if this and registered with the first DEL code I received. Then you get an auto reply saying they will try to get back to you within 7 days .

It’s not proving to be a straightforward process for me at all. Looks like Deloitte has been infected with QF’s customer service issues merely by association .