Complaint handling / compensation experience - Qantas vs VA

[Edge]

Just sharing a recent complaint handling / compensation comparison between Qantas and VA.

My Qantas experience (International J-class, 2 x Pax + infant): http://www.australianfrequentflyer..../terrible-qantas-ek-experience-mel-71535.html
Qantas response after almost a month, effectively: "Sorry, not sorry."

My VA experience (Dom-Y 1 x Pax): http://www.australianfrequentflyer....delays-cancellations-59773-5.html#post1376666
VA response within a week: "We are actually sorry, here's 5,000 points as compensation."

Has definitely vindicated my decision to switch all flying / points earning to VA + partners. Thank you Virgin Australia.

 

[TomVexille]

Summs up my experiences. VA say "Sorry" QF say, "we're sorry that you're sorry".

 

[Quickstatus]

Just sharing a recent complaint handling / compensation comparison between Qantas and VA.

My Qantas experience (International J-class, 2 x Pax + infant): http://www.australianfrequentflyer..../terrible-qantas-ek-experience-mel-71535.html
Qantas response after almost a month, effectively: "Sorry, not sorry."

My VA experience (Dom-Y 1 x Pax): http://www.australianfrequentflyer....delays-cancellations-59773-5.html#post1376666
VA response within a week: "We are actually sorry, here's 5,000 points as compensation."

Has definitely vindicated my decision to switch all flying / points earning to VA + partners. Thank you Virgin Australia.

While not trying to diminish the validity of the complaints, I believe 5000 points is only worth about $100 to $200 depending on comparative fares. For the sake of $200 and more acceptable wording from a company you are forgoing choice. Not sure thats a good value proposition from my point of view.

We have QF and VA status members in the family. So we are not necessarily tied to one company. The best aspect about this is that we have best of both worlds.

 

[flying_duck]

Or VA just ignore you. Like they have to my last 2 complaints submitted on their feedback form. Not even an automated response. I wont be striving to renew platinum this year.

 

[chelzmalee]

FWIW Delta didn't know I was on a flight (as in, I had checked in but wasn't marked as boarded - massive safety issue) + left my bags in LA. I received "Sorry about that. We'll work on our training and procedures, and we'll compensate you for any toiletries you had to purchase".

They're all as bad as each other. Just depends on who handles the complaint at the time.

 

[ozbeachbabe]

FWIW Delta didn't know I was on a flight (as in, I had checked in but wasn't marked as boarded - massive safety issue) + left my bags in LA.

I received "Sorry about that. We'll work on our training and procedures, and we'll compensate you for any toiletries you had to purchase".

They're all as bad as each other. Just depends on who handles the complaint at the time.

So ground staff didn't do a visual check to see if you were onboard?

I take it you were still in your original seat and hadn't moved?

 

[Quickstatus]

According to this logic
If QF angers you you go to VA. Eventually VA will do the same, so which airline will you go to?

Im always amused that due to some problem however egregious some people will say Ill never fly X airline again...Airlines a tually prefer you to maintain loyalty with them. Best thing you can do is to keep the airlines on their toes and shop around. But you cant shop around if you limit your choices by saying never again

 

[chelzmalee]

So ground staff didn't do a visual check to see if you were onboard?

I take it you were still in your original seat and hadn't moved?

I asked at the gate if I could be moved and seated with my father. They said no prob, printed new BP. I boarded, then name called out asking if I was on board. I noted my BP was not in my name (in the name of a travelling companion), alerted cabin crew I was aboard and had been issued incorrect BP. Travelling companion said they had an issue at the gate (must have been that the BP I was given had been scanned hence "passenger already boarded") and I noted their BP was also in their name. They didn't seem too worried and could not explain why my name was being called.

No further info was received until I landed in SYD when ground staff at luggage collection advised my luggage was offloaded as I had failed to board the aircraft.

 

[Edge]

While not trying to diminish the validity of the complaints, I believe 5000 points is only worth about $100 to $200 depending on comparative fares. For the sake of $200 and more acceptable wording from a company you are forgoing choice. Not sure thats a good value proposition from my point of view.

We have QF and VA status members in the family. So we are not necessarily tied to one company. The best aspect about this is that we have best of both worlds.

I agree that 5,000 points doesn't have a huge monetary value (to either myself or VA). However we're talking about 2 x 2-hour delays on MEL-BNE-MEL Y-Flights that would cost ~$300 / 22,000 points each. VA didn't have an obligation to provide anything (as per their terms of carriage), yet they did.

With QF on the other hand I experienced a number of issues and I was flying on 2 x ~$10k / 256,000 point tickets, and was still offered nothing.

I'm Gold with VA and was Silver with QF at the time. Of course I'm sure there are many others who have experienced no compensation from VA while being generously compensated by QF, I'm just sharing my person experience as a point of reference over the last 4 months or so.

*For the record I also do submit positive feedback from time-to-time via the VA website if I receive particularly outstanding service - I'm not just a serial complainer!

 

[Ausbt]

There are less WPs at VA surely (certainly there are way more WP1s and CLs then VIPs. Therefore, less complaints to VA and those complaints get more attention. Certainly it's my experience - free flights as compo for a minor inconvenience (chose SYD-ZQN-SYD). Also have recieved 5,000 point compos for again minor 'gripes'. QF wouldn't be interested at all - despite the fact I have a friend who works in complaints there. PS whinge the most apparently - and who could blame them!

 

[Pleb Status]

I have obviously been way too easy on QF/VA et al. I have had more four to six hour domestic delays than I can remember and never even thought to claim 'compensation' (above maybe a meal voucher).

I had a 10+ hour delay on SQ a few months ago ex PER and just went home again (SQ did provide taxi vouchers however). Should I claim 'compensation' for that? At the going rate of 1250pts/hr (as above), that would be 12500pts+....

 

[JohnK]

According to this logic
If QF angers you you go to VA. Eventually VA will do the same, so which airline will you go to?

You go back to QF?

I try my best to get resolution/compensation on my issues and if I have given it my best shot and still not satisfied then move on. No need to change allegiance.

The grass isn't always greener....

 

[Edge]

I have obviously been way too easy on QF/VA et al. I have had more four to six hour domestic delays than I can remember and never even thought to claim 'compensation' (above maybe a meal voucher).

I had a 10+ hour delay on SQ a few months ago ex PER and just went home again (SQ did provide taxi vouchers however). Should I claim 'compensation' for that? At the going rate of 1250pts/hr (as above), that would be 12500pts+....

If you don't ask, you won't receive! I had a couple of hours to kill in the lounge due to the delay so thought it was worth spending 5 minutes submitting one.

 

[Quickstatus]

I have obviously been way too easy on QF/VA et al. I have had more four to six hour domestic delays than I can remember and never even thought to claim 'compensation' (above maybe a meal voucher).

I had a 10+ hour delay on SQ a few months ago ex PER and just went home again (SQ did provide taxi vouchers however). Should I claim 'compensation' for that? At the going rate of 1250pts/hr (as above), that would be 12500pts+....

My family and I were completing our holiday and flying KUL-SIN-SYD. (Have told this story in another thread somewhere)

SQ

5 pax (3 young kids) (1 PNR)

Maybe 8-9 years ago. Arrived at KUL in plenty of time. Checkin agent mentioned some issue with computer so unable to issue SIN-SYD boarding passes.
I thought it a little suspect but anyway easy enough to get BP at transfer desk at SIN. Flight from KUL on time so no rush with anything. Luggage checked through.

Anyway lo and behold. Flight overbooked. We could not get on until the next day according to transfer desk.

I immediately phoned my work in Sydney to tell them I will be very late for work. Cancel all appointments. This in a fairly loud voice so transfer agent could hear the ensuing mayhem.

Anyway the transfer agent said to me in between phone calls that he could put us on a later SQ flight 4 hours later and compensated us with S$500 each. Thats $2500 to wait another 4 hours.

Interestingly the desk had cash in their drawer for these situations. Cash is better than points.

I have never booked another SQ flight. But not due to the issue.

Unfortunately airline passengers have the expectations that everything will turn out perfectly everytime they step onto an aircraft. Unfortunately complex systems such as airlines will always breakdown in some way. Something about 2nd law of thermodynamics.

 

[Denali]

My friend flew LAX>SYD the other day on an old 747, apparently 100 odd people were complaining about lack of entertainment as the TVs were rubbish/system broken and then this happened.

She's a FF and sent them an email - Im interested in knowing if QF compensates her.