Frequent Flyer Gazette

This week our members discuss compensation received by Qantas for delays and/or cancellations of their flights.

One member's recent flight from Sydney to Hong Kong was delayed and eventually cancelled and they were compensated with an evening at the Sofitel and 45,000 QFF points.

Other members have reported delays and cancellations being managed so seamlessly that they have not sought additional compensation for the inconvenience. Smaller 4-5 hour delays have typically resulted in food vouchers and the like to be used in the airport terminal. Other members have expressed similar satisfaction with Qantas’ handling of delays and cancellations and one member attributes this to their ongoing loyalty to the brand.

One member complains, however, that a lost two days of their holiday in Santiago is irreplaceable. Whilst this member did receive accommodation, no additional compensation was proffered for the lost time and inconvenience. Whilst a lost day in London garnered one member 50,000 points compensation.

Another member reports a delay in departure which caused them to miss their connecting Air New Zealand flight. In this instance, there was no assistance to arrange accommodation for the evening, no communication with Air New Zealand to arrange a re-booking, no other compensation and one very unhappy customer. A customer care complaint to QF has been duly lodged.

Whilst, our members have experienced both ends of the customer service spectrum from Qantas, there does not appear to be any consistency in the awards of compensation for cancellations or delays. The moral of the story, however, is that for those members who formally make a complaint or query, compensation is likely to be much more forthcoming.

Tell us your compensation woes or wins HERE.