QANTAS: NO Customer service at all !

[Pushka]

As I posted they should stop worrying about $600 mouse hovers and concentrate on the missing $4300.

Ah. In that case there are way too many unnecessary rants then that detract from the main game.

 

[TheRealTMA]

To be honest, there’s not a huge amount of difference between Qantas’s behaviour and AMP’s fee for no service scandal.

This thread needs to be put on Alan Joyce’s desk. Failing that, the ACCC needs to get involved. It’s clear that it’s entrenched behaviour and the public are wearing the cost.

Well, ACCC seem to be hamstrung when it comes to airlines. What about their “recommendations” that non-refundable tickets were not legal. Never progressed further. Just one of many non actions on the part of ACCC.

 

[JohnK]

I call on Qantas and Mr Joyce to tell the customers of Qantas exactly what is the $600 "cancellation fee" for. Is it a penalty, is it a cost recovery, is it a charge for service ? What is it cause I'd love to see him justify the $600 per person cancellation fee on any international booking.

For what it's worth I recently booked a one-way economy flight BNE-SYD-SIN that cost ~$590 and the cancellation fee was $400. I've never seen the cancellation fee that high.

On domestic red e-deals the cancellation fee is $99. I'm not sure how they justify such an exhorbitant fee but they do and get away with it. And also 10 years ago this fee was $33.

 

[juddles]

.... And also 10 years ago this fee was $33.

Ten years ago we were paying twice the amount for travel....... competitive market

 

[serfty]

And also 10 years ago this fee was $33.

And 15 years ago there was no fee - fly as booked on a red e-deal or lose the lot!

 

[JohnK]

Ten years ago we were paying twice the amount for travel....... competitive market

No we were not.

I've been commuting SYD-BNE for just on 10 years in July this year. When I first started in July 2008 I didn't have any advanced airfares booked. The QF SYD-BNE peak airfare was $128 and then briefly touched $138 before settling at ~$99 in 2010/2011. That same year the airfare on special was $65.

The same airfare today is $177. The current special is $109 for October-December.

Looks like we're heading for $200+ red e-deals SYD-BNE.

 

[serfty]

In the mid 90's the cheapest return fares between SYD and MEL or BNE were around $250 with 3 nights or Saturday night conditions.

One way fares were generally over $300.

 

[docjames]

No we were not.

I've been commuting SYD-BNE for just on 10 years in July this year. When I first started in July 2008 I didn't have any advanced airfares booked. The QF SYD-BNE peak airfare was $128 and then briefly touched $138 before settling at ~$99 in 2010/2011. That same year the airfare on special was $65.

The same airfare today is $177. The current special is $109 for October-December.

Looks like we're heading for $200+ red e-deals SYD-BNE.

Based on inflation alone (haven’t factored in oil price which would have a disproportionate effect):

 

[JohnK]

Based on inflation alone (haven’t factored in oil price which would have a disproportionate effect):

Good point but if compared to 7 years ago? Obviously lots of factors come into play.

And I now fly Jetstar where I can and earn same SCs and QFF points on half the airfare Qantas charges. We learn to adapt.

 

[Pushka]

Travel is much cheaper today than years ago.

 

[basso]

Travel is much cheaper today than years ago.

true, but not cheaper than a year or two ago.

 

[JohnK]

Travel is much cheaper today than years ago.

For your travel needs?

I used to book SIN-SYD returns for many years for under AUD700 and no seasonality and included peak flights I tried booking a SIN-SYD return for November-December and the outbound from SIN was decent but the inbound to SIN a few days before Christmas was amost double.

 

[Pushka]

For your travel needs?

I used to book SIN-SYD returns for many years for under AUD700 and no seasonality and included peak flights I tried booking a SIN-SYD return for November-December and the outbound from SIN was decent but the inbound to SIN a few days before Christmas was amost double.

Just before Christmas? Why are you surprised about that?

 

[SydneySwan]

For your travel needs?

I used to book SIN-SYD returns for many years for under AUD700 and no seasonality and included peak flights I tried booking a SIN-SYD return for November-December and the outbound from SIN was decent but the inbound to SIN a few days before Christmas was amost double.

You now have Scoot - there never used to be a low cost option to / from Singapore. Now there is.

 

[JohnK]

Just before Christmas? Why are you surprised about that?

Because I have not travelled around that time for a few years and Qantas have only recently introduced seasonality to airfares sold outside Australia thanks to the ex-Brazil airfare abuse.

Now I know I can plan in advance next time around.

 

[oz_mark]

And I now fly Jetstar where I can

You do what?

 

[JohnK]

You do what?

Yes I know. Oh how the mighty have fallen....

 

[offshore171]

Just thought I'd update this thread with an informative comparison of a recent refund experience I went through.

American Airlines retimed their daily JFK-BDA service, from a morning departure to the evening. This affected an upcoming booking, so I decided to cancel and book a Delta service. Here's what happened.

1. Called AA. Got through to a person within a minute.

2. Explained that the retime was unsuitable and I'd like to go for a refund.

3. She said yes, it's a 9 hour change, definitely qualifies for a refund. Advised process for submitting the refund.

4. I completed the process online.

5. About day later got an email saying they had issued the refund.

6. Funds were credited back to the card in full within a week. No chasing up required.


So AA can do it. Why is it so difficult for QF to perform prompt refunds for the correct amount?

I appreciate that this situation is quite different to the OP's, but many others have recounted stories where QF has stuffed up straight refunds, requiring multiple follow ups over weeks or even months.