Loss of exit row - Facebook rant

[justinbrett]

We do know that QF's terms and conditions don't allow for an automatic refund in cases where a passenger has been denied a particular seat they have paid for. This is manifestly unfair.

QF should be called out on this alone.

Are you saying they're not entitled to a refund or that's it's not automatic?

They are most certainly entitled to a refund - Qantas changes your seat for operational, safety or security reasons (even after boarding the aircraft), and we are unable to seat you in a suitable alternative.

As for not being automatic, I don't have a problem with that. It's going to be much faster and more reliable with a manual process. It's certainly not unfair. I wouldn't trust an automated process. But I'd expect the refund to be processed within 5-10 working days. After that you can always contact your credit card company.

 

[justinbrett]

Qantas have just replied

Hi Peta, thanks for your time to speak over the phone with us today. We want to confirm that Gold and Platinum Frequent Flyer members do not override passengers who have already made seating requests. We apologies again for the oversight in the changes to your seats that were made to accommodate a separate seating request made by a passenger within your traveling group. As mentioned, a refund for seat selection has been processed and our teams are working to ensure seats are rearranged and your flights are as comfortable as possible. We hope you and your family can still enjoy your big trip to the USA and we know our team onboard will take great care of you all. Regards, KJ

.

Yep - two sides to every story!

 

[MEL_Traveller]

Qantas have just replied

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Yep - two sides to every story!

Uh huh. And how much of this speedy resolution had to do with the facebook post? Interesting that they say gold and platinum don't warrant seat changes, but omitting that platinum 1 and CL could?

It seems QF can process the refund. If they can do it here, why not in every other circumstance?

Something still doesn't add up... if it was a seating request to accommodate another person in the party, how did the children end up 'scattered through the aircraft'? (Although granted that could be hyperbole on behalf of the poster.)

 

[UP4014]

Qantas have just replied

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Yep - two sides to every story!

Yes a refund, but how long, not quick enough to spend on this holiday I would bet.

Refunds are not automatic or manual, if you don't request a return of the cash paid then you don't get it, "oh, we thought a credit would be ok" is the lamest of excuses for not delivering and then not refunding.

 

[MEL_Traveller]

Are you saying they're not entitled to a refund or that's it's not automatic?

They are most certainly entitled to a refund - Qantas changes your seat for operational, safety or security reasons (even after boarding the aircraft), and we are unable to seat you in a suitable alternative.

As for not being automatic, I don't have a problem with that. It's going to be much faster and more reliable with a manual process. It's certainly not unfair. I wouldn't trust an automated process. But I'd expect the refund to be processed within 5-10 working days. After that you can always contact your credit card company.

I don't mean automatic as in the system doing it automatically, it should an automatic *process*... instigated by the agent who takes the passenger out of the seat. The passenger shouldn't have to apply for it, and should be restricted to only doing so after the flight has occurred.

According to QF they are only entitled to a refund up to three months after the flight. As I said before, I'm not sure if this sits with consumer protection laws.

 

[UP4014]

I don't mean automatic as in the system doing it automatically, it should an automatic *process*... instigated by the agent who takes the passenger out of the seat. The passenger shouldn't have to apply for it, and should be restricted to only doing so after the flight has occurred.

According to QF they are only entitled to a refund up to three months after the flight. As I said before, I'm not sure if this sits with consumer protection laws.

Very good point, and should be asked. Denial by omission is common in big business.

 

[justinbrett]

Yeah - the big glaring piece of information in Qantas' reply that it was someone else in the group that caused the seating changes. Not sure what that was. It's not necessarily Qantas' fault (perhaps an in-law can't stand her!)

It also says "as mentioned, a refund has been processed" - which suggests she was told earlier that she would be refunded. Again, paints the picture we didn't get the full story from her.

 

[GoldCanyon340]

Interesting that they say gold and platinum don't warrant seat changes, but omitting that platinum 1 and CL could?

I highly doubt they’d mention CL in a Facebook reply like this because most people don’t know what it is.

 

[UP4014]

I highly doubt they’d mention CL in a Facebook reply like this because most people don’t know what it is.

And an explanation of CL would be like pouring a tin of petrol on it.

 

[MEL_Traveller]

Yeah - the big glaring piece of information in Qantas' reply that it was someone else in the group that caused the seating changes. Not sure what that was. It's not necessarily Qantas' fault (perhaps an in-law can't stand her!)

It also says "as mentioned, a refund has been processed" - which suggests she was told earlier that she would be refunded. Again, paints the picture we didn't get the full story from her.

I edited my post above - perhaps a little late. But the QF response doesn't necessarily add up either. Why so quick to offer a refund if it was caused by the passenger's own group? Why process a refund in advance of travel when the terms and conditions say otherwise?

The terms and conditions state that fees paid for seating are non-refundable unless:

• Qantas changes your seat for operational, safety or security reasons (even after boarding the aircraft), and we are unable to seat you in a suitable alternative.
• there is a flight disruption causing you to be moved to another flight and Qantas is unable to seat you in a suitable alternative on your new flight.
• Qantas moves you to a flight not operated by Qantas.

Moving seats to accommodate a request by another member of your party doesn't seem to fit within the above?

I highly doubt they’d mention CL in a Facebook reply like this because most people don’t know what it is.

Agree - but they could have said something along the lines of 'we will not move a passenger for any other passenger based on fare paid or frequent flyer status'. This allows them to move pax for safety or operational reasons such as bassinet seats or disability.

 

[Pinkerrific]

Under no circumstances, for any reason, should an airline split up parents & young children. Nothing about that post points to BS. Sounds like typical airline arrogance, good old stupidity & the usual low customer concern prevalent from Aussie companies in the service industry. I hope common sense prevails at check in.

 

[RooFlyer]

The trouble we've seen it all before or even been in the same situation ourselves with QF.

QF is certainly an above average airline let down woefully by its customer care in situations this this.

Exactly. Fly Qantas for the people in the coughpit and doing the maintenance, and just hope for the best in other respects.

 

[justinbrett]

Someone is claiming to know the family and is responding.

Elizabeth someone did ask to make one small change. One of the party has a small infant and requested a seat that could accomodate a bassinet. Then the person who was making that change wiped the entire seat selection. So yes a small change was requested for one person, not to scatter the entire group

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If this is the case surely they can just bump anyone who moved into those seats back? That would be fair enough.

 

[MEL_Traveller]

Someone is claiming to know the family and is responding.

So it takes another turn! Seemingly back to a QF (wiping the entire seat selection instead of just one). This is better than tennis!

 

[justinbrett]

So it takes another turn! Seemingly back to a QF (wiping the entire seat selection instead of just one). This is better than tennis!

Yep - although the random comments are even more entertaining!

This actually makes a lot of sense. Sounds like this happened, technical glitch, seat selection gone. I'm not convinced they can't have their original seats back. In fact, I'm tipping that's exactly what will happen, with a refund as well.

 

[Denali]

Someone in the group requested a change that screwed everyone else over?

Ouch.

 

[justinbrett]

Also there's something weird going on - out of curiosity I made a booking query for the flight to look at the seat map. Despite there being sale fares still available, there is one single seat available for selection, and it's a middle seat. If you try to book with 2 people it says seat selection not available.

Sounds like they're doing some shuffling to fix the issue.

 

[GoldCanyon340]

Someone in the group requested a change that screwed everyone else over?

Ouch.

Hope they’re buying the drinks during the whole holiday.

 

[justinbrett]

The OP just responded to someone

1500 spread over 14 people?
Thanks for the comment though

As HVR has informed us, that's against the T&Cs for booking exit rows, unless they have multiple bookings. Could easily explain why the computer spat the dummy.

 

[Hvr]

The OP just responded to someone


I'm pretty sure that's against the T&Cs for booking exit rows, unless they have multiple bookings. Could easily explain why the computer spat the dummy.

It is, as I noted in post 11. Having children in the booking is also a reason you're not allowed to seek an exit row.