Qantas refund/compensation policy - general discussion thread

[QF WP]

Given the request by admin, I am opening a thread for the general discussion of QF's refund/compensation policy. This thread is not here to comment on the specifics of closed threads and will be closely monitored.

 

[opusman]

I will kick it off by suggesting that:

- The full amount paid for the downgraded leg should be refunded (not just the "difference" in fares)
- Compensation for inconvenience should also be offered; suggest the $700 mentioned in the other thread is reasonable

 

[Pushka]

I will kick it off by suggesting that:

- The full amount paid for the downgraded leg should be refunded (not just the "difference" in fares)
- Compensation for inconvenience should also be offered; suggest the $700 mentioned in the other thread is reasonable

I'd be OK with the difference being refunded, plus say a points "inconvenience" amount. But that difference needs to be based on the cheapest Y fare and the equivalent Business Fare that was actually booked. I'd expect to receive the same status credits and points that the original booking had attracted.

I would expect everyone to be asked first and if there were not enough takers then those who had received a points upgrade be selected first, then those on an award flight be selected. If not enough, then a random ballot and someone not targetted. I don't even think someone's status should decide who gets the flick.

 

[eosphoros]

I completely disagree. A fare is more than the actual seat in which you sit. Indeed, it is more than the flight on which you are booked. Some fares entitle you to cancel, change, no show, stopovers, etc for varying fees depending on the fare you have purchased. To view a fare as simply the seat in which you sit is far too simplistic.

 

[MEL_Traveller]

I completely disagree. A fare is more than the actual seat in which you sit. Indeed, it is more than the flight on which you are booked. Some fares entitle you to cancel, change, no show, stopovers, etc for varying fees depending on the fare you have purchased. To view a fare as simply the seat in which you sit is far too simplistic.

At the time you are at the airport being told of the downgrade, you don't need a fare that is flexible, allows stopovers, the ability to cancel or change.

Downgraded passengers should therefore be allocated the cheapest possible fare sold for that flight.

 

[Pushka]

At the time you are at the airport being told of the downgrade, you don't need a fare that is flexible, allows stopovers, the ability to cancel or change.

Downgraded passengers should therefore be allocated the cheapest possible fare sold for that flight.

And if they had paid for the most expensive fare then that becomes the upper level.

 

[MEL_Traveller]

And if they had paid for the most expensive fare then that becomes the upper level.

Yes. It would be whatever fare they actually paid for that segment (flexible or not), compared to the cheapest fare for that segment (whatever the conditions might be).

 

[love_the_life]

I have the feeling that QF don't see what is fair in quite the same way as most people. Only a big stick will make them change IMO.

 

[eosphoros]

I am interested to know how other airlines handle downgrades. Do they offer the difference between the fare paid and the lowest economy fare (whatever that means)?

 

[Pushka]

I am interested to know how other airlines handle downgrades. Do they offer the difference between the fare paid and the lowest economy fare (whatever that means)?

It seems the US operate their own system quite like Qantas but the EU has one that looks after the customer.

 

[MEL_Traveller]

It seems the US operate their own system quite like Qantas but the EU has one that looks after the customer.

While I agree the US one is similar to that offered by Qantas, there is a huge difference in that USA carriers can put you on another flight (probably leaving 5 minutes later if you're willing to connect), or on another carrier.

I think the issue is compounded in QF's case not only by the lack of frequency, but also their unwillingness to put you on the next available flight, no matter who is operating that flight.

 

[eosphoros]

While I agree the US one is similar to that offered by Qantas, there is a huge difference in that USA carriers can put you on another flight (probably leaving 5 minutes later if you're willing to connect), or on another carrier.

I think the issue is compounded in QF's case not only by the lack of frequency, but also their unwillingness to put you on the next available flight, no matter who is operating that flight.

I doubt any US carrier will have a second operating service to Australia five minutes later.

In any event, the last time my flight to LHR was delayed 24+hrs due to technical issues, QF did offer to rebook me onto VS (though only in whY+ as J was not available).

 

[eastwest101]

Some constructive suggestions so far so will add that any proposed laws or codes of conduct be applicable for all airline RPT operators in Australia and not just target one airline. Any mechanism that encourages 'volunteering to stay behind/fly later/fly with a different carrier later or even fly earlier' would be good.

Some clear definitions of voluntary and involuntary denied boarding, fairly reimbursing the consumer and putting some sort of escalating scale of punishment based on time of delay and/or inconvenience of delay so that airlines aren't motivated to drag out rebooking or refunds to un-reasonable lengths.

Some good clear definitions on chargeback policies with credit card payments would also 'motivate' airlines to quickly rectify or avoid overbooking situations. Would also have to allow for common delays such as weather, aircraft going tech and aircraft substitution.

 

[Pushka]

While I agree the US one is similar to that offered by Qantas, there is a huge difference in that USA carriers can put you on another flight (probably leaving 5 minutes later if you're willing to connect), or on another carrier.

I think the issue is compounded in QF's case not only by the lack of frequency, but also their unwillingness to put you on the next available flight, no matter who is operating that flight.

Yes. That's a good point and one which makes a big difference.

As far as frequency of US services, they could utilise any service not just a US one. Which apparently Qantas seem reluctant to do.

 

[moa999]

I thought I would post a link to EU Rights as a comparison:
Your Rights - A Summary - Air Passenger Rights

Couple of notes.

1. Airline is obligated to ask pax to give up reservations for an agreed compensation.

2. If not enough volunteers, then compensation via set amounts based on distance of up to EUR 600 (approx AUD 1000) based on distance but only if denied boarding

3. If downgraded, airline should refund between 30 and 75% of the ticket price depending on distance (it is not clear if this applies to one way or return bookings)
-- See further Up & down grading - Air Passenger Rights with 75% applying for 3500+km flights

 

[MEL_Traveller]

I doubt any US carrier will have a second operating service to Australia five minutes later.

In any event, the last time my flight to LHR was delayed 24+hrs due to technical issues, QF did offer to rebook me onto VS (though only in whY+ as J was not available).

I meant for flights within the USA - the number of hubs and connections mean that you can probably jump on another flight within 5 minutes to get to where you need to go. If the flight via ORD is oversold, you can go via DFW for example.

As for their international flights, if they were oversold on the direct flight to SYD, they'd offer an alternative via NRT (or HKG, ICN, PVG, PEK, TPE, SIN or BKK) in an instant. Not 24+ hours later. Right then and there. Next service. US Airlines aren't precious about you flying them, and only them, when things go wrong.

When the LAX downgrading happened, there was a CX flight with connections via HKG that would have got the pax to BNE just 12 hours later than originally planned. I dunno if the CX flight was full, but it would be nice to know QF would use another carrier as a real option.

 

[FrustratedQP]

If for whatever reason, one has to absolutely travel on the booked flight in a lower class, my vote is that at the very least cash compensation should be offered based on the fare paid verses the cost (that was available on the date of booking) of the class travelled.

In 2007, due to a tech problem, SWMBO and I, along with all the other pax were bussed to The Roosevelt Hotel In New York for a night, we were fed and bussed back to JFK the following day, we were given seats in the J cabin albeit not in the seats that we had originally selected and travelled to Sydney via Brisbane. The Sydney to Brisbane leg in a 738. No compensation but just happy to travel in the class booked.