Qantas Shutdown - Keep getting runaround

[Storyteller]

Almost forgot!
Still waiting to see if I hear from AirNZ after my flights with them in PE on 31 Oct & a week later, after my QF flights were canceled.
I had anticipated enjoyment of a meal & spa visit in the F lounge, then Skybed through to DFW, & return.

Instead, I flew on AirNZ via AKL to LAX, hanging around in the airport for 4 hours for the LAX flight, then missed my connection on US Airways through to DFW, arriving around midnight instead of 2pm, missing my original onward connection at 8pm. Next onward flight was 6am, so less than 4 hours sleep after a vey long day.

On the flight to AKL the seat had no recline. Plane was full to the gills, so no change possible.
AKL LAX seat again had issues. Limited recline, then got stuck in this position. Plane again full. IFE screen froze after the first 2hours. Couldn't be reset. With the full plane with a lot of passengers who had made last minute plans because of the disruptions, the FA didn't have time to try to reset it until about 5 hours into the flight. Still no luck.

And the cutlery was plastic.

On the return flight I had to finish up early in DFW to get back to LAX, instead of being able to complete my work in the anticipated timeframe, & have a leisurely couple of hours in the lounge before a nice 16 hour Skybed ride home. AirNZ Plane was again full, and I had the same seat, still broken, and IFE still freezing, but was able to be unfrozen, after waiting up to 2 hours for the FA to be available. The 2nd time it froze I left it. Cutlery was plastic.

From QF I requested & received Original routing credit, and these SC & points were in my account less than 2 days after request. Have also received a voucher for valet parking / chauffeur transfer, plus voucher for return trip in Australia / NZ. Also had difference in flight costs refunded.

 

[Twirly]

QANTAS- Not to be trusted!

So I guess it's time to fill in some QF forms and write to BA. All this takes valuable man-hours that I don't have.

And it's STILL QFs Fault!

 

[ajw373]

Re: QANTAS- Not to be trusted!

So I guess it's time to fill in some QF forms and write to BA. All this takes valuable man-hours that I don't have.

And it's STILL QFs Fault!

Again what do you want them to do, or have you just come here to vent?

 

[Oneworldplus2]

Re: QANTAS- Not to be trusted!

So I guess it's time to fill in some QF forms and write to BA. All this takes valuable man-hours that I don't have.

And it's STILL QFs Fault!

10 (maybe 20) minutes at most...

 

[Simo]

Re: QANTAS- Not to be trusted!

I dont agree at all. They paid for a QF Y+ product and got a way inferior BA product, and then the basics like a functioning seat where there. Why were they flying BA oh thats right because QF was grounded. QF should deal with it.

What is being said is I booked a hotel on a web site and it said it was 4 star now in Australia that would not have been 4 star.

Should I have complained to the company I booked it with as it was not a 4 star in my opinion.

No I shouldn't have as in there country that was 4 star.

In Aust I would only have rated it as a 3 star maybe.

So that was BA's class so you got what they rate as what you expected.

 

[Twirly]

QANTAS- Not to be trusted!

Simo,

I didn't ask to fly BA, I was forced into the situation by QF grounding their fleet. I shouldn't have had to expect anything from BA, whatever star rating. This is why I think QF should deal with it.

ajw737,

By "deal with it" I mean it should be QF going to BA to seek some sort of compensation for the difference in what I paid QF for, and what I actually received, whoever it was provided by.
Did I come here to vent? Yes! That's what forums are for, amongst other things. I also came to see what advice could be provided and share my experience with other FFs. All of which I have achieved.

All,

Thanks for the various bits of advice. I have now completed some QF forms and wait to see what will happen.

 

[ajw373]

Re: QANTAS- Not to be trusted!

ajw737,

By "deal with it" I mean it should be QF going to BA to seek some sort of compensation for the difference in what I paid QF for, and what I actually received, whoever it was provided by.
Did I come here to vent? Yes! That's what forums are for, amongst other things. I also came to see what advice could be provided and share my experience with other FFs. All of which I have achieved.

They gave you a seat on another airline in an equivilent class. It is a bit hard to refund the difference when for all purposes they are the same class, even if it didn't live up to your standards.

If they stuck you in Y you may well have a point asking for a refund, but it was Y+ they put you in which is the same. You also get a similar issue when an aircraft is substituted, for example somone booking J on an A380 only to find an (old config) 747, in which case again it is tough luck.

Be grateful they looked after you, got you in the same class, even if not up to your standard and got you home.

 

[Twirly]

ajw373,

I didn't ask or expect a refund of the difference, it was offered by QF and then reneged on. If they hadn't offered it I wouldn't be complaining about it.

Obviously they made a mistake and a simple written apology would have been nice, maybe a few points or a complimentry upgrade? Just a token, but nothing.

 

[ajw373]

ajw373,

I didn't ask or expect a refund of the difference, it was offered by QF and then reneged on. If they hadn't offered it I wouldn't be complaining about it.

Obviously they made a mistake and a simple written apology would have been nice, maybe a few points or a complimentry upgrade? Just a token, but nothing.

As a poster earlier said, without having been on the phone hearing your conversation it well be a case of a miss understanding rather than an offer and then a reneg.

 

[Twirly]

QANTAS- Not to be trusted!

How do you misunderstand this?

Cut and pasted from email

"Thanks for that,

Unfortunately due to the fact that British Airways will claim your ticket back from QANTAS i am unable to refund you your full ticket.

However what i can do for you is refund you the difference which is $2865.

I hope that is fine.

Once again Thankyou for your time.

Kind Regards"

 

[pagingjoan]

Re: QANTAS- Not to be trusted!

How do you misunderstand this?

Cut and pasted from email

"Thanks for that,

Unfortunately due to the fact that British Airways will claim your ticket back from QANTAS i am unable to refund you your full ticket.

However what i can do for you is refund you the difference which is $2865.

I hope that is fine.

Once again Thankyou for your time.

Kind Regards"

Just for clarification, $2865 was the price difference for the return leg only, between QF PE and the "equivalent" class on BA?

And did the rejection come from the same source as your email above?
What was the response from QF when you referred them to the email?

 

[Twirly]

QANTAS- Not to be trusted!

pagingjoan,

$2865 was the two-way difference between QF PE and QF Y, as QF deemed the poor service I received in BA WT+ to be equivalent to QF Y. I was surprised by this offer, but originally the same person had said she would try for a 100% refund!

The rejection came from the same person when I called to see why I had heard nothing after 5 weeks. I referred to our previous calls and emails and was told they couldn't pay as I was not out of pocket.

As I said, if they had said that in the first place I wouldn't be complaining.

 

[Simo]

Twirly,

Got a legal person for an opinion and see what they say.

Simo

 

[Robert K]

If I sued a company everytime someone in a call center gave me wrong information, I wouldn't have any time to fly anymore.

 

[Simo]

If I sued a company everytime someone in a call center gave me wrong information, I wouldn't have any time to fly anymore.

I am not saying that he should sue but I would get an opinion and if possible take it to small claims in the state that the offence has occurred.

Cost for this would not be much but not sure due to the different state rules and costings.

If successful would also be able to claim expenses(maybe)

 

[pagingjoan]

Re: QANTAS- Not to be trusted!

pagingjoan,

$2865 was the two-way difference between QF PE and QF Y, as QF deemed the poor service I received in BA WT+ to be equivalent to QF Y. I was surprised by this offer, but originally the same person had said she would try for a 100% refund!

The rejection came from the same person when I called to see why I had heard nothing after 5 weeks. I referred to our previous calls and emails and was told they couldn't pay as I was not out of pocket.

As I said, if they had said that in the first place I wouldn't be complaining.

So you flew the first leg with QF in PE?
Not clear why they would then reimburse anything from that leg?

But, as you say, it's beside the point.
Your quarrel is on different grounds.

And now you have filled out the QF claim forms and may find that you are offered satisfactory compensation.
I'm sure we will all be interested in the outcome.

 

[ajw373]

I am not saying that he should sue but I would get an opinion and if possible take it to small claims in the state that the offence has occurred.

What offence has occurred?

 

[Simo]

What offence has occurred?

I could not think of a better word to use.

More what I am trying to say is he was advised that he would get a refund and now it is not happening.

That is what I mean by the offence.

Poor choice of word but could not think of a better word.

 

[Twirly]

QANTAS- Not to be trusted!

I'll let you know the results of the forms

T

 

[JohnK]

Re: QANTAS- Not to be trusted!

I think the OP does have a case in that the service they received was not up to the standards of the service they purchased.

They gave you a seat on another airline in an equivilent class. It is a bit hard to refund the difference when for all purposes they are the same class, even if it didn't live up to your standards.

So you are saying that all business class products are the same and all first class products are the same?

How would you feel if you had paid for a QF business class ticket MEL-SIN (not certain but I believe this would cost ~$5,000 return) and they put you on a JQ flight in *Class. Or better still how about if you had paid for a QF premium economy class ticket MEL-SIN (not certain but I believe this would cost ~$3,000 return) and they put you on a JQ flight in *Class.

Are you saing that by putting you into an equivalent class on JQ that they have fullfilled their end of the agreement? Just asking....