Qantas Shutdown - Keep getting runaround

[ajw373]

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.


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....

I did not say all business class was the same, but did say in the bit that you quoted that he was put in an EQUIVALENT class (on a different carrier). In the bit you didn't quote I went on to talk about how even on the same airline the offerings in the same class on the same routes vary, but the price does not. I even gave the example of a flight where an A380 was substituted with an un-refurbed 747. Different products, same airline but if this happens then Qantas has no obligation to the customer even though subjectively the customer hasn't received what they paid for. I reckon in this case BA premium economy is 100% an equivilent class, I also reckon if we got 100 people and said which is better Qantas PE or BA PE the result would be mixed. So giving a refund based on a subjective opinion doesn't seem right, moreso when you factor in the circumstances that lead to the OP being put on a different carrier. If the product was so inferior the PAX could have refused to take the seat and wait for the next Qantas flight, so there is also an element of choice on behalf of the passenger too.

As for your analogy of Jetstar, this is not compariable as Jetstar is 100% an LCC, re-do your analogy using a full service airline and then come back.

 

[serfty]

... I reckon in this case BA premium economy is 100% an equivilent class, I also reckon if we got 100 people and said which is better Qantas PE or BA PE the result would be mixed. ...

I don't know how you can reach that conclusion.

BA WT+ is a bigger seat with economy service. i.e. Y+

QF PE is a bigger seat with a domestic business class like F&B service as well as pre-departure bubbles and mid-flight hot snacks to order. i.e. J-

 

[ajw373]

I don't know how you can reach that conclusion.

BA WT+ is a bigger seat with economy service. i.e. Y+

QF PE is a bigger seat with a domestic business class like F&B service as well as pre-departure bubbles and mid-flight hot snacks to order. i.e. J-

Again I didn't say it was the same, I said it was equivalent. Every airline will be different in what they offer, doesn't mean their products are not equivalent.

Now if we consider that only really the service is different between Qantas and BA, do you think that warrants a $2000 odd claim for not receiving what was paid for?

 

[Twirly]

QANTAS- Not to be trusted!

If the product was so inferior the PAX could have refused to take the seat and wait for the next Qantas flight, so there is also an element of choice on behalf of the passenger too.

ajw373,

Choice?

First, I needed to get back to my job. Second, I didn't know the seats would be broken and the service inferior until I was on the flight. It's not in the brochure!

do you think that warrants a $2000 odd claim for not receiving what was paid for?

As I have said several times before, I did not make any claim, it was an unsolicited offer by QF.

That is my whole point.

 

[serfty]

Again I didn't say it was the same, I said it was equivalent. Every airline will be different in what they offer, doesn't mean their products are not equivalent. ...

In that case to be accurate you should qualify all of your posts by using the full term "equivalent class" (or similar) - BA WT+ is not equivalent to QF PE in a general sense.

 

[ajw373]

Re: QANTAS- Not to be trusted!

ajw373,

Choice?

Second, I didn't know the seats would be broken and the service inferior until I was on the flight. It's not in the brochure!

Choice yes, you had the choice to wait or go. As for the issues above they are issue with BA not Qantas.

 

[ajw373]

In that case to be accurate you should qualify all of your posts by using the full term "equivalent class" (or similar) - BA WT+ is not equivalent to QF PE in a general sense.

It is a 100% equivalent class.

 

[JohnK]

I even gave the example of a flight where an A380 was substituted with an un-refurbed 747. Different products, same airline but if this happens then Qantas has no obligation to the customer even though subjectively the customer hasn't received what they paid for.

I see what you are saying but there may well be people who would disagree. If I paid a premium for a suite on an A380 and it was substituted for the first class seating that is available on a TG A340-600 then I would be entitled to a refund. The class may well be the same but there is no way I would be receiving the product and service that was promised to me at the time of booking.

It would be similar to paying for a business class seat in a skybed on an A380 for SYD-HKG and it was substituted to an international configuration 763.

I know airlines can swap things around but I also have the right to receive the service that I paid for. I did not make and accept the booking on an A380 on the proviso that it may be possible for them to substitute to a 763. And yes I am sure some warped mind has put in the terms and conditions of sale that they can do this if they want.

I reckon in this case BA premium economy is 100% an equivilent class, I also reckon if we got 100 people and said which is better Qantas PE or BA PE the result would be mixed.

I think you are almost right but the OP did mention they had issues with the seats and service. If something is broken or service was not received then I would expect a refund.

No different to IFE not working on a flight. I would expect a compensation of $100-$200 per flight if the IFE was not functional in my seat and they could not move me somewhere to my satisfaction. I would expect a lot more in business and first class.

As for your analogy of Jetstar, this is not compariable as Jetstar is 100% an LCC, re-do your analogy using a full service airline and then come back.

It was a valid analogy. It has happened and will continue to happen.

But if you really want another "full service" carrier example then again using my earlier example of booking a business class seat in a skybed on an QF A380 for SYD-HKG and put in a business class seat on a CX regional A330. They are both business class products but that is where the comparison ends. I would expect a full refund.

 

[Austman]

I would expect a full refund.

And the very best of luck with that! The airline business has had this issue for decades and I don't see any evidence from the tens of thousands (or tens of millions?) of passengers in similar circumstances claiming that they have got a full refund.

 

[JohnK]

And the very best of luck with that! The airline business has had this issue for decades and I don't see any evidence from the tens of thousands (or tens of millions?) of passengers in similar circumstances claiming that they have got a full refund.

There are a number of people who have posted successful stories on AFF so it is possible. I guess the chance of a refund would depend on how keen people are to follow up the refund.

 

[Austman]

There are a number of people who have posted successful stories on AFF so it is possible. I guess the chance of a refund would depend on how keen people are to follow up the refund.

FULL refund?? Who? Could you post the links? I've been in this situation many times and it's never been offered. Not a FULL refund anyway. Maybe some compensation.

 

[mannej]

It would be similar to paying for a business class seat in a skybed on an A380 for SYD-HKG and it was substituted to an international configuration 763.

What recompense did those affected by the 380 dramas get, in particular those flying from Perth to Singapore and back on QF?

Skybed and AVOD in J, and AVOD in Y on the 330 to get downgraded to a 763.

There have also been the times during the last year where domestic 332's (in particular EBO/EBP) have also done the run, so those in J miss out on their sky bed.

It does happen.

 

[ajw373]

No different to IFE not working on a flight. I would expect a compensation of $100-$200 per flight if the IFE was not functional in my seat and they could not move me somewhere to my satisfaction. I would expect a lot more in business and first class.

However you would expect that compensation to come from the airline who owned the aircraft and operated the flight, which in this case is BA, which if I am not mistaken is who Qantas have told him to approach.

 

[nlagalle]

However you would expect that compensation to come from the airline who owned the aircraft and operated the flight, which in this case is BA, which if I am not mistaken is who Qantas have told him to approach.

Yes but as in his first post, QF offered him compensation (along with an amount) then changed their minds.

 

[ajw373]

Yes but as in his first post, QF offered him compensation (along with an amount) then changed their minds.

And told him to go to BA for compensation for faulty equipment.

 

[nlagalle]

And told him to go to BA for compensation for faulty equipment.

Had they said that from the beginning then yes I would agree with you. But as they offered an amount in writing then they should be following through on it, not trying to backpedal.

 

[JohnK]

FULL refund?? Who? Could you post the links? I've been in this situation many times and it's never been offered. Not a FULL refund anyway. Maybe some compensation.

Perhaps the use of the word refund is confusing. If you pay $10,000 for an airfare and get $5,000 of value/service from airfare then you are entitled to a refund of $5,000. Yes or no?

If airlines charge a premium for one product over another then they should provide a refund for the downgrade in product.

Would anyone here accept an international configured 763 substituted for an A380/747 on the SYD/MEL-SIN-LHR service? If you had known that the service was going to be a 763 would you still pay the $13,000 premium that Qantas is asking and getting for business class? Surely a 763 is not worth 1/3 of that amount.

What recompense did those affected by the 380 dramas get, in particular those flying from Perth to Singapore and back on QF?

Has anyone asked for compensation/refund and been refused?

 

[Austman]

Has anyone asked for compensation/refund and been refused?

The better question is the reverse. Who has actually got it!? (more than some FF points or similar as a compensation)?

J-class is J-class etc. Your comments are nice but it's not how airlines see it. I've had A380s subbed to 747s with zero offer of any compensation. And have had 330s changed too etc And have been re-booked onto other airlines (due to miss-connects etc) that are nowhere close (service and comfort wise) to my originally booked airline. But it was equivalent class.

BA sell their World Traveller Plus as "Premium Economy" these days...

Enjoy a more enhanced in-flight experience with World Traveller Plus, our premium economy cabin. Available on selected longhaul routes, it offers more privacy, space and comfort in a smaller, secluded cabin.

 

[serfty]

...
BA sell their World Traveller Plus as "Premium Economy" these days...

Yes they do, but note they don't advertise an enhanced service; just referring to better privacy/space/secluded cabin.