I wondered if anyone can help with the following:
Qantas has just screwed us over as follows:
- original flight booking on Easter 'Tuesday' from Brisbane to Christchurch around 9.30am
- flight cancelled by qantas and they proposed to put us on a flight that leaves early that evening and gets in after midnight .. .. ie a 9 hour delay. We have a 2 hour travel once we land in Christchurch (with children) so we'd get to our destination after 3.00am. That doesn't really work for us so we declined that proposal.
- we agreed to go on a flight that was instead Maroochydore - Sydney - Christchurch with sensible flight times. All got locked in. Painful, but locked in. This all happened over the phone.
- After doing that we went to change the rental car booking to drop off in MCY instead of BRI and there's an extra cost of $350.
Our view is that this is definitely QF's fault. They made a decision to cancel the BRI-CHC flight. They might have even done that in order to make more money. We are P1 and called the P1 number to ask them to pay the $350 and the guy was pretty dismissive.
We won't claim this on travel insurance as its below the excess. We have lodged a formal complaint in the complaints process to see where this goes.
So my question are:
1. This must have come up before, has anyone had any success with lodging formal complaints on this stuff ?
2. They might be within their legal rights .. .. but this is appalling to stuff customers around and force them to incur more costs so they can make more money.
3. I take it someone has tried to take complaints like this to CTTT (in NSW) .. .. what happens when you do this, what is the CTTT decision ? Does the CTTT simply say "their t & c's protect them so the passenger loses" It used to be that the CTTT would propose that a company should try to sort out customer complaints but I don't know if that's still the case. I'd be fascinated to know if anyone has pursued this route.
4. I assume some people have also complained to the ACCC about this stuff / do they just send a standard response / any idea what the ACCC response is to items like this.
I suspect most people don't have the time to pursue things like this .. .. but y'know .. .. it is maddening when they are so so awful to their customers. Doesn't feel like Vanessa Hudson is being fair with this stuff.
Qantas has just screwed us over as follows:
- original flight booking on Easter 'Tuesday' from Brisbane to Christchurch around 9.30am
- flight cancelled by qantas and they proposed to put us on a flight that leaves early that evening and gets in after midnight .. .. ie a 9 hour delay. We have a 2 hour travel once we land in Christchurch (with children) so we'd get to our destination after 3.00am. That doesn't really work for us so we declined that proposal.
- we agreed to go on a flight that was instead Maroochydore - Sydney - Christchurch with sensible flight times. All got locked in. Painful, but locked in. This all happened over the phone.
- After doing that we went to change the rental car booking to drop off in MCY instead of BRI and there's an extra cost of $350.
Our view is that this is definitely QF's fault. They made a decision to cancel the BRI-CHC flight. They might have even done that in order to make more money. We are P1 and called the P1 number to ask them to pay the $350 and the guy was pretty dismissive.
We won't claim this on travel insurance as its below the excess. We have lodged a formal complaint in the complaints process to see where this goes.
So my question are:
1. This must have come up before, has anyone had any success with lodging formal complaints on this stuff ?
2. They might be within their legal rights .. .. but this is appalling to stuff customers around and force them to incur more costs so they can make more money.
3. I take it someone has tried to take complaints like this to CTTT (in NSW) .. .. what happens when you do this, what is the CTTT decision ? Does the CTTT simply say "their t & c's protect them so the passenger loses" It used to be that the CTTT would propose that a company should try to sort out customer complaints but I don't know if that's still the case. I'd be fascinated to know if anyone has pursued this route.
4. I assume some people have also complained to the ACCC about this stuff / do they just send a standard response / any idea what the ACCC response is to items like this.
I suspect most people don't have the time to pursue things like this .. .. but y'know .. .. it is maddening when they are so so awful to their customers. Doesn't feel like Vanessa Hudson is being fair with this stuff.
