What compensation have you received for a delayed or cancelled QF flight?

[VirginiaF]

There must be something about DFW. In 2009 (before the direct flights to DFW), my partner and I booked PE seats SYD-LAX return (A380), and AA (I can't recall if they were code share QF - probably not) flights LAX-MCA return. On departing at MCA, we inquired at AA about boarding passes for our LAX-SYD leg, especially given our desire to have our bags checked through all the way. They said they couldn't and to try at DFW. The connection time at DFW was not that long, however, we had time to make the same inquiry about boarding passes and checked through luggage for the LAX-SYD leg. Again, we were told this was not possible. As things turned out, we arrived at LAX with less than an hour to board our flight - still without boarding passes. At the transfer desk, there was a little old lady (well older than 60) who was the sole agent for AA/QF trying to organise passengers on the LAX/SYD flight which had obviously been overbooked. My partner told me that on the flight back, some of the American pax on the flight said that the service agent was offering pax $400 and an overnight hotel stay to off load. Before any of this transpired, we were told by the little old lady service agent to check with the QF desk "upstairs" to obtain our boarding passes. Again, this was within an hour of departure and about 11:00 pm, IIRC. Obediently, we went "upstairs" to not only find that there were no manned desks, but of course, and after asking many people, there was no QF desk to issue boarding passes. For work reasons, we had to catch that flight, so we went back to the little old lady, who was getting frantic trying to organise people to off load, people to load, and a bus driver telling her he had to leave with pax pretty much asap. She finally got around to serving us and said that despite our bookings, my partner would be down graded to economy unless we chose to stay over night and take the same flight a day later. Of course we couldn't. So my partner flew back in Y despite having paid PE. On getting back to SYD, an email was sent to QF customer service about a refund for the difference in paid fare. To this day, not even the courtesy of a reply, so apologies for being off topic - there was no compensation in our case, nor was there a delay involved.

 

[Red Roo]

There must be something about DFW. In 2009 (before the direct flights to DFW), my partner and I booked PE seats SYD-LAX return (A380), and AA (I can't recall if they were code share QF - probably not) flights LAX-MCA return. On departing at MCA, we inquired at AA about boarding passes for our LAX-SYD leg, especially given our desire to have our bags checked through all the way. They said they couldn't and to try at DFW. The connection time at DFW was not that long, however, we had time to make the same inquiry about boarding passes and checked through luggage for the LAX-SYD leg. Again, we were told this was not possible. As things turned out, we arrived at LAX with less than an hour to board our flight - still without boarding passes. At the transfer desk, there was a little old lady (well older than 60) who was the sole agent for AA/QF trying to organise passengers on the LAX/SYD flight which had obviously been overbooked. My partner told me that on the flight back, some of the American pax on the flight said that the service agent was offering pax $400 and an overnight hotel stay to off load. Before any of this transpired, we were told by the little old lady service agent to check with the QF desk "upstairs" to obtain our boarding passes. Again, this was within an hour of departure and about 11:00 pm, IIRC. Obediently, we went "upstairs" to not only find that there were no manned desks, but of course, and after asking many people, there was no QF desk to issue boarding passes. For work reasons, we had to catch that flight, so we went back to the little old lady, who was getting frantic trying to organise people to off load, people to load, and a bus driver telling her he had to leave with pax pretty much asap. She finally got around to serving us and said that despite our bookings, my partner would be down graded to economy unless we chose to stay over night and take the same flight a day later. Of course we couldn't. So my partner flew back in Y despite having paid PE. On getting back to SYD, an email was sent to QF customer service about a refund for the difference in paid fare. To this day, not even the courtesy of a reply, so apologies for being off topic - there was no compensation in our case, nor was there a delay involved.

Sorry to hear about your disrupt experience, however I'm concerned that you didn't receive a reply from Customer Care. Did you follow up with them? As this incident occurred in 2009, it may not be possible to arrange a refund the fare difference. However Customer Care would be happy to review your options if you haven't already contacted them since.

 

[VirginiaF]

My partner contacted American Express (the booking agent) about six times over a period 12 months - no reply. We no longer have any records of the (one sided) correspondence as the emails were through work and employment ceased two years ago.

 

[mannej]

My partner contacted American Express (the booking agent) about six times over a period 12 months - no reply. We no longer have any records of the (one sided) correspondence as the emails were through work and employment ceased two years ago.

With that in mind, I have always wondered if QF have a personal file as such for each flyer and if so how far back it goes!

 

[AIRwin]

With that in mind, I have always wondered if QF have a personal flyer as such for each flyer and if so how far back it goes!

Personal file or personal flyer (like a personal buyer)?

 

[VirginiaF]

I would have thought that with the statute of limitations - whatever applies for flying passengers and to what extent any multilateral agreement that may apply to the aviation industry - along with whatever the taxation records retention requirements may be - all airlines would need to keep some record of sales for a certain period of time - probably at least six years. Happy to be stood corrected though.

 

[mannej]

Personal file or personal flyer (like a personal buyer)?

Blame the iPhone [oops]

 

[piari]

What compensation does Virgin give?

My wife and I sat in Adelaide waiting for the aircraft to arrive for a return flight to Brisbane for 3.5 hours - no plane arrived.

We were told to come back the next day.

When asked where they were going to place us for the night - at 11.30pm - we were told find a motel somewhere.

Then when a number of people said they would sleep in the terminal the police told us that we would be ejected in30 minutes as they had to clear the building then.

Virgin were absolutely no help at all and we just had to endure the worst motel room in Adelaide and the resulting bills associated with an overnight stay.

The Virgin staff were especially hopeless and unhelpful as was their representative when I rang Virgin late - "read the ticket conditions"

Great customer service - I would not fly Virgin now even if they through in free accommodation and meals.

 

[JohnK]

Dragonair booked us on non-oneworld flights through Singapore so I arrived back home 15 hours later. We weren't told about the free phone call home to let people know why we weren't on the flight and only found out when we went to pay on checking out. Being on non-oneworld flights I forfeited the points I would have earned on the QF flight to Brisbane.

Take note that you can always claim Original Routing Credit if a Oneworld airline changes your flights to a non-Oneworld airline. Has happened to me a few times and I have never had an issue with SCs/QFF points credit to my QFF account.

 

[blackcat20]

6 hour delay at JFK due to the plane being delayed (QF107); missed out on a J upgrade even though I'd been able to select (and confirm) a seat, and got a $14 food voucher. Yay for being a NB! :shock:

 

[JohnK]

Here is an interesting for me the other day BNE-PER.

Received SMS as I was arriving BNE airport that flight has new departure 1 hour later at 17:10. When I got to airport I went to check-in kiosks and it was acknowledged that flight was delayed and was offered a $10 food and beverage voucher.

The surprising part is I am Platinum and have lounge access.

I have had many delays over the years and I have never been offered a food and beverage voucher on domestic flights. I guess if I had gone to check in counter I would not have received the voucher.

 

[bismarck]

Was pleasantly surprised to receive an email this morning from Qantas Customer Care. Had a flight Sydney to Melbourne about 2 months ago that for some reason (weather? fog?) circled Melbourne for about 45 minutes before returning to Sydney for off loading and transfer to different flights. Was pretty frustrating as it caused me to miss half of a days workshops and meetings that I was supposed to attend.

Anyway, I understand that these things happen but felt they could have just refuelled the 767 we were on when it got to the gate in Sydney and turned it around straight away to get us to Melbourne more quickly rather than offload and rebook. I provided some feedback (not really expecting anything) expressing some frustration and asking why that couldn't have occurred to try to minimise the delay.

Didn't hear anything for ages and had actually forgotten I ever provided the feedback but was pleased to see a nice email this morning with an offer of 10,000 points. For the record, I am NB and was flying on a red e-deal.

Certainly dulls the pain of a pretty frustrating morning.

Thanks Qantas.

 

[wjohn]

Hey Guys,

Just emailed customer service the following:

On the 2nd of June, i arrived at the Houston (Bush) airport at 11am, to check in for my flight to LA (AA3659) - to which i was told that i was not booked on, and that i was booked on flight AA3656 at 815PM. This was unacceptable as when i rang qantas to change my booking some months ago, i was told that i could NOT be booked on the 815pm flight due to minimum connection times. So there has been some miscommunication there, and i don't believe i am at fault. On top of this i then was put on standby for the flight i believed that i would be on, and was not successful. Being on a First class ticket, connecting through to Melbourne on QF094 (business) i was not offered any compensation, refreshments, or services in Houston - and my later flight was then delayed out of Houston - making 10 hours in the airport, having to pay for my own food and beverages - this is completely unacceptable for first/business class travel. On top of all this, by arriving late in to LAX, i had to be moved to the later flight to Brisbane, and then rerouted through to Melbourne. All in all, my total travel time from arriving in to Houston, was approximately 32 hours - with no lounge access, accomodation, refreshments or apology - apart from Brisbane Domestic. Could you please contact me regarding this asap, as i do believe there to be some form of compensation warranted.

Any thoughts? RedRoo?



Will

 

[wjohn]

Hey Guys,

Just emailed customer service the following:

On the 2nd of June, i arrived at the Houston (Bush) airport at 11am, to check in for my flight to LA (AA3659) - to which i was told that i was not booked on, and that i was booked on flight AA3656 at 815PM. This was unacceptable as when i rang qantas to change my booking some months ago, i was told that i could NOT be booked on the 815pm flight due to minimum connection times. So there has been some miscommunication there, and i don't believe i am at fault. On top of this i then was put on standby for the flight i believed that i would be on, and was not successful. Being on a First class ticket, connecting through to Melbourne on QF094 (business) i was not offered any compensation, refreshments, or services in Houston - and my later flight was then delayed out of Houston - making 10 hours in the airport, having to pay for my own food and beverages - this is completely unacceptable for first/business class travel. On top of all this, by arriving late in to LAX, i had to be moved to the later flight to Brisbane, and then rerouted through to Melbourne. All in all, my total travel time from arriving in to Houston, was approximately 32 hours - with no lounge access, accomodation, refreshments or apology - apart from Brisbane Domestic. Could you please contact me regarding this asap, as i do believe there to be some form of compensation warranted.

Any thoughts? RedRoo?



Will

I am SG, and travelling on a OneWorld RTW J ticket.

 

[Red Roo]

Hey Guys,

Just emailed customer service the following:

On the 2nd of June, i arrived at the Houston (Bush) airport at 11am, to check in for my flight to LA (AA3659) - to which i was told that i was not booked on, and that i was booked on flight AA3656 at 815PM. This was unacceptable as when i rang qantas to change my booking some months ago, i was told that i could NOT be booked on the 815pm flight due to minimum connection times. So there has been some miscommunication there, and i don't believe i am at fault. On top of this i then was put on standby for the flight i believed that i would be on, and was not successful. Being on a First class ticket, connecting through to Melbourne on QF094 (business) i was not offered any compensation, refreshments, or services in Houston - and my later flight was then delayed out of Houston - making 10 hours in the airport, having to pay for my own food and beverages - this is completely unacceptable for first/business class travel. On top of all this, by arriving late in to LAX, i had to be moved to the later flight to Brisbane, and then rerouted through to Melbourne. All in all, my total travel time from arriving in to Houston, was approximately 32 hours - with no lounge access, accomodation, refreshments or apology - apart from Brisbane Domestic. Could you please contact me regarding this asap, as i do believe there to be some form of compensation warranted.

Any thoughts? RedRoo?



Will

Thanks for following this up with our Customer Care team. Please let me know if you haven't received a response soon.

 

[wjohn]

Thanks for following this up with our Customer Care team. Please let me know if you haven't received a response soon.

Nothing so far ~ 1 week.

 

[puppysparkes]

I'm feeling hopeful after reading this thread, email submitted to customer care after this morning. I requested original routing credit and asked if partial reimbursement was appropriate given my experience. I paid for QF service/flexible fare received JQ product. The SC's are important as I'd moved this trip forward after receiving the DSC offer.

Today's routing was to be DRW-GOV-CNS-BNE-NTL. I arrived at the airport 5am to find out the flight was non operational. I was directed to the Jetstar line which was to the door. JQ BP in hand, I headed to the QP and received a text from QF advising me to call a 1300 number. I thought they may be calling to rearrange the BNE-NTL leg or they'd found me another QF routing. Over 15 minutes on hold before I ended the call. I've probably incorrectly assumed the 1300 was was for urgent matters.

 

[wjohn]

Got a call from customer service on Friday - they are "Investigating" and just wanted to grab my version of events. Fingets crossed.

 

[ChasingDaylight]

I'm feeling hopeful after reading this thread, email submitted to customer care after this morning. I requested original routing credit and asked if partial reimbursement was appropriate given my experience. I paid for QF service/flexible fare received JQ product. The SC's are important as I'd moved this trip forward after receiving the DSC offer.

Today's routing was to be DRW-GOV-CNS-BNE-NTL. I arrived at the airport 5am to find out the flight was non operational. I was directed to the Jetstar line which was to the door. JQ BP in hand, I headed to the QP and received a text from QF advising me to call a 1300 number. I thought they may be calling to rearrange the BNE-NTL leg or they'd found me another QF routing. Over 15 minutes on hold before I ended the call. I've probably incorrectly assumed the 1300 was was for urgent matters.

Which flight went non-op? I've had outstanding service in the DRW QP lounge before from a staff member (think it was Liz?) helping sort my flights out after my outbound went u/s.

 

[puppysparkes]

Which flight went non-op? I've had outstanding service in the DRW QP lounge before from a staff member (think it was Liz?) helping sort my flights out after my outbound went u/s.

QF 1943 on 13/06/13. At 5:15am the singular staff member in the QP advised me that, I "should've discussed my BNE-NTL options with ticketing downstairs". Hmm strange response I thought but couldn't be bothered pushing the point at the time. Then began my on hold call to the 1300 number.