Stranded Overseas... be careful, don't expect any help.

[mstennett]

Just a little warning to those who go overseas and have an unfortunate incident occur.. don't expect any help from Qantas.. even if you are a gold FF member..

In our case every shred of luggage stolen (the whole family). Qantas don't consider this reason enough to allow you to change your FF flights. Absolutely not.

In fact the tone taken by the Qantas rep on the phone was that I was lying and simply wanted to come home early.

Perhaps it was a one off. I'd like to think other people in similar circumstances got more consideration...

 

[inpd]

I'm not too old, but I learnt something valuable
when dealing with companies: Ask again if you
don't get what you want and you have a reasonable
request.

United bumped me up to EconomyPlus where the
wall mounted baby bassinets are even though
I was not a premier class FF because they understood
that having a baby for a 15 hour flight that could not
sleep would not be good for myself or other pax.
It took me three phone calls till I got someone who
understood the problem and had the time to fix it.

 

[Mal]

A very unfortunate situation to be in. Hopefully you were able to sort things out and make something out of what really is a disaster.

While the assistance from Qantas is probably a little lacking in this - they should have shown a little more compassion and tried to have helped, to be perfectly honest they really are not required to help.

Travel Insurance is what you purchase to help in this situation. Relying on goodwill from various companies should only be done at a last resort.

I have had "goodwill" gestures from airlines. But also other times when I've required "goodwill" it has been refused (such as wanting to move a flight forward a few hours due to a family emergency). Does tend to be up to the discretion of who you speak to and what they feel they can do for you.

 

[Dave Noble]

I don't see, tbh, how this a Qantas's problem ( unless all the luggagewas stolen from a QF flight ) ; this is a situation for contacting your travel insurance company and letting them deal with.

Dave

 

[NM]

I don't see, tbh, how this a Qantas's problem ( unless all the luggagewas stolen from a QF flight ) ; this is a situation for contacting your travel insurance company and letting them deal with.

Dave

Not wanting to sound uncompassionaite to the OP, but I agree with Dave. When we take an award flight, we are provided the rules associated with the fare type, and we are bound by those rules no matter what happens.

Now I don't know what type of award the OP was on, but the rules are different for the OneWorld Award vs a Qantas or Partner Award. With the OneWorld Award, the rules clearly state that no changes are permitted once travel has commenced. This is even for situations involving accidents, hurricanes, earth quakes, or illness. For a Qantas Award, you can make changes but only if there are award seats available on the flight to which you want to move, and you will incur the change/revalidation fee.

This is why it is essential to have appropriate travel insurance when you travel on award tickets.

Sometimes the airlines (yes, even Qantas) are very helpful when people are in distress. That is a wonderful gesture when they are willing to bend or waive the rules, but we should never have an expectation that they will waive the fare conditions unless the distress was a direct result of their actions.

 

[mstennett]

Appreciate hearing everyones views on the matter.

I don't disagree that such unfortunate events are not the responsibility of Qantas but it is dissapointing these days when someone is in a position to help and does not even try. (in my case at least)

The silly thing is that I expect to make at least two probably three international trips a year for business over the next 15 - 20 years and Qantas have passed up the opportunity to secure a lifetime customer.

I may be wrong to feel hard done by in this matter but the simple fact is i'll never fly with them again..

Cheers

 

[inpd]

Appreciate hearing everyones views on the matter.

I don't disagree that such unfortunate events are not the responsibility of Qantas but it is dissapointing these days when someone is in a position to help and does not even try. (in my case at least)

The silly thing is that I expect to make at least two probably three international trips a year for business over the next 15 - 20 years and Qantas have passed up the opportunity to secure a lifetime customer.

I may be wrong to feel hard done by in this matter but the simple fact is i'll never fly with them again..

Cheers

You shouldn't brand an entire airline on the behavior of one individual
(you talked to only one agent right?).
If you feel so strongly about the issue then contact Qantas customer
service. They'll usually examine the complaint quite thoroughly even if
it appears to be subjective. I once got a really
grumpy cough/stewardess on QF11 and complained. They did some
sort of investigation behind the scene and the next day I got a call
and the offer of some tickets/vouchers to Qantas's lounges.

 

[freaky]

I'm in agreeance with Dave and NM.

Travel insurance all the way. Especially so on frequent flyer tickets.

On one point you mentioned there about the consultant being in a position to help... I actually doubt it. Were they in a position to care and be sympathetic? Sure. But don't expect them to be able to break or even bend rules because of your situation or your status as a Gold FF member.

A little bit harsh, but unfortunately that's the reality of dealing with QF and the FF program. You just take it on the chin and make the best of the cards you are dealt.

 

[albatross710]

What would have been the cost though?

What if there were seats available which went empty on the earlier flight home?

Would it have been reasonable for the agent to have checked if seats were available and then if so, make a case for bringing it forward. It would be unfortunate if there was spare capacity which went begging while the happless traveller was left begging in Bulgaria.

I assume there would certainly be system blocks to changing the ticket. Assuming that the booking system is designed to support the business rules I fear it would not be as simple as just changing the flight.