Small win taking Qantas to NCAT for flights not provided

[goldenhorn]

I recently had a friend who had success with taking Qantas to NCAT, so it inspired me to do the same.

The issue was our reward flights in April SFO-SYD had changed LAX-SYD after they delayed the opening of the route. However, QF would not give us a flight SFO-SYD to get to the new departure (the usual 'no reward seats available). I ended up buying flights and made a claim for compensation via QF when we returned. QF said they would not provide compensation and to take it to my insurer.

I lodged a claim via NCAT for a little less than $400 - flights, baggage, and NCAT fee. One week after I lodged I got an email from a real person from QF willing to settle for the amount I wanted. Money was in the bank about 10 days later.

A good outcome, and it really wasn't much effort or cost to lodge the claim. Shame it couldn't have been resolved earlier, but I would do it again if required.

 

[ellen10]

Well done and a rightful outcome.

I guess QF hope people don't bother claiming in the first place.

 

[ChrisMars]

Thanks for sharing, good outcome, inspiring and reassuring.

 

[RooFlyer]

Typical gutless effort from the airline, acting just like a bully. Very tough until brought to an equitable forum, then they fold immediately.

Well done, @goldenhorn

 

[Gold Member]

Great outcome. I hope everyone reading this thread will in turn tell their friends and family to do the same.

I also hope you bought the most expensive, fully flex and highest points/status credit earning ticket available at the time, and then told Qantas to “suffer in your jocks”!

 

[lovestotravel]

Yep, not worth their time/effort engaging lawyers, so just refund/credit/pay what they should.

It's the only way companies learn is to treat them like this.

 

[serfty]

...
The issue was our reward flights in April SFO-SYD had changed LAX-SYD after they delayed the opening of the route. However, QF would not give us a flight SFO-SYD to get to the new departure (the usual 'no reward seats available). I ended up buying flights and made a claim for compensation via QF when we returned. QF said they would not provide compensation and to take it to my insurer.
...

I am thinking it was originally incompetent call centre staff which many have become all to familiar with.

I recall these SFO were canned some time ago, well before the genesis of the special email address which would have likely resolved the issue.

Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

Over the past year or so, many Qantas Frequent Flyer members have lost their Classic Flight Reward bookings for travel on partner airlines due to Qantas' failure to get the bookings ticketed (or re-issued) on time. This is something AFF has been in regular contact with Qantas about over recent...

www.australianfrequentflyer.com.au

I have no doubt these incompetent call centre staff are having a negative effect on Qantas revenue.

Of course the initial compensation claim was handled by a "just say no" clerk.

 

[Gold Member]

Of course the initial compensation claim was handled by a "just say no" clerk.

“Just say no” has been Qantas’ customer service approach for a couple of years now. I’m surprised they haven’t realigned their slogan yet.

It’s time consumers adopted the same attitude and “Just say no” to Qantas.

 

[justinbrett]

There is a clause in the T&Cs for discontinued routes which this probably qualified under - but that has a caveat subject to consumer law

So you can see why the junior QF staff said no - but really their T&Cs should be IAW consumer law.

 

[Quickstatus]

just say no" clerk.

IMO, I don't think it's the call centre staff being the barrier. It's the airline not allowing/ empowering the call centre staff to fix what is obviously a simple problem with a simple solution. Basically there is no "button" these call centre staff can press to resolve the situation. In other words the airline does not trust the call centres to fix customer issues.

 

[bam71]

https://www.qantas.com/agencyconnect/au/en/agency-news/agency-news-september-22/commercial-policy-for-customers-impacted-by-cancellation-of-qantas-operated-services-between-sydney-and-san-francisco.html

But the above is/was their own policy. It allowed for rebooking ….. one hand doesn’t know what the other is doing …

 

[serfty]

But the above is/was their own policy. It allowed for rebooking ….. one hand doesn’t know what the other is doing …

Hence, at best unenlightened (i.e. no-one told them), at worst incompetent.

 

[Quickstatus]

Hence, at best unenlightened (i.e. no-one told them), at worst incompetent.

Or worse the airline does not train their staff call centre properly or give them the proper tools to help their customers

 

[RooFlyer]

- but really their T&Cs should be IAW consumer law.

Yeah, no kidding.

 

[clifford]

In other words the airline does not trust the call centres to fix customer issues.

And nor does anyone else. They are just not competent and are of negative value to both Qantas and its customers. Good idea to get call centre wait times down, but otherwise, quite hopeless.

 

[Quickstatus]

They are just not competent and are of negative value

Yes and I place the cause of that on the airline