Complaint to Brent Godfrey

[mannej]

Mummy, while I sympathise with you, I suggest that you don't hold your breath waiting for an explanation. It is a way of life with airlines that flights get cancelled/changed. We have all been in that situation, and most of us will never have had the op explain why they chose to reschedule/cancel the flight.

One lesson that should be learnt is to always book multiple flights on the same itinerary. If anything like this happens, then it is easier to sort out then have to deal with more than one company.

Sale tickets are always the most restrictive, so that does not give you any leeway.

Good luck, and I think the best advise is to call PB to get it sorted. Otherwise they are just going to keep it as is.

 

[NM]

One of the major reasons airlines change their flight schedules is that they are trying hard to increase efficiency and cut costs. This means that a change to one part of their schedule (perhaps adding a new destination or dropping an existing flight/destination) may require alteration to other services in order to maximise operating efficiency.

So why does an airline need to maximise efficiency? Well its because their customers are demanding lower and lower prices. So the more that customers demand lower prices and the stronger the competitive market conditions, the more the need to drive down their operating costs and the stronger the need to revue operational conditions such as schedules.

So ultimately we need to blame ourselves for demanding lower and lower prices and more and more competition in the industry for the reduction in service levels and the requirement for the airlines to continually revue their services including schedules.

If the choice is to have schedules fixed in stone 12 months ahead of time such that they are only allowed to be changed for last minute operational reasons (weather delays, mechanical failure etc) and have fares increase by say 15% to cover the inefficiencies that result, then I suspect most people would be up in arms at the hike in fares.

If we want to demand/accept the low fares and strong competition in the market, then we have to accept the ability for the airlines to adjust their operations to achieve the efficiency required to deliver the low fares, including the ability to adjust schedules as needed.

The alternative is that we go back to a regulated market/industry and pay the high fares that we saw back in the early 1990s.

 

[equus]

Why should the consumer allow airlines to take his/her money and do what they like? It would be much better to say what they're doing and only take a deposit for a flight with the remainder payable nearer the time of departure.

Indeed this option is readily available - if you pick the right fares on airlines offering them. There are plenty of fares available that can be booked well in advance with a deposit (or even none at all) and then need to be paid and ticketed x days (14 is popular) prior to departure.

The catch is that these tend to be the very expensive (often full) fares. By opting for cheap discount tickets, you accept the conditions of sale - being full cash up front, not refundable etc. If you value the ability to only pay a deposit, you are going to have to pay much more for the fare, but you do have the option.

The reason consumers are willing to pay in full up front is that they choose the cheaper fare.

 

[Travel Guru]

The overwhelming impression I have from all of your replies is that you all seem to be happy with the fact that airlines can change their schedules when they feel like it. Why are you happy to accept it?

Commercial Air Transportation is, when it all comes down to it, just another form of public transport...the only way to obtain a rock solid guarantee that a flight will leave at a particular time is to charter a private jet.

As NM said, you can't have it both ways, you get what you pay for, and you can't expect rock bottom airfare prices and a guarantee that your flight won't be rescheduled, its a product of what we as consumers have accepted and embraced.

As previous posters have said, at least you had 5 months notice, I can guatantee you'd be feeling a lot more upset had you found out 5 days before when the change fee and adcol on the JQ flights would have undoubtadly been substantially more.

If a refund is what you want so you can source alternate flights, I would most certainly expect DJ should be forthcoming with an offer to refund and cancel given the dramatic difference in departure times, just keep going up the food chain until you find the 'yes' person

One lesson that should be learnt is to always book multiple flights on the same itinerary. If anything like this happens, then it is easier to sort out then have to deal with more than one company.

I get your point to an extent, as it does work with traditional carriers when booked in the GDS, but how would this have helped her in this situation, you cannot book a DJ and a JQ flight on the same itinerary...even if you book them through someone like webjet, they're still going to be on separate PNR's so wouldn't have helped one bit in this situation.


TG

 

[NM]

I get your point to an extent, as it does work with traditional carriers when booked in the GDS, but how would this have helped her in this situation, you cannot book a DJ and a JQ flight on the same itinerary...even if you book them through someone like webjet, they're still going to be on separate PNR's so wouldn't have helped one bit in this situation.

If the original booking was DJ and DJ then they could have been booked as a single itinerary and the passenger would have been projected from any costs to change the connecting flight to TSV. The decision to use JQ to save a few dollars means it has to be two separate tickets and hence the passenger accepts the risk of changes or a missed connection. Unfortunately many people do not realise the risk they are accepting by making such travel arrangements.

 

[mummy]

Thank you everyone,again, for the replies.

TG: I haven't officially had 5 months' notice. I found out by looking at my itinerary in February (this is something I've never done before). I booked the flights in January. I haven't received an email, mobile text or any other official communication to tell me the about the cancellation of my return flight and being put onto one that's 15 hours earlier. So, at the moment I would be none the wiser for the flight change. So, when I'm presented with the change nearer the time, I wouldn't question the change because, according the terms and conditions, there may be reasons for a flight change. I'm happy to accept that nearer the time but how can it be 5 months before? I, too, have been affected by changes but I've always been aware of them just before flying. So I've accepted the changes without moaning. But this time it's different.

I've never used another form of public transport where I've had to pay for my ticket in full a long time before travelling.

NM: I haven't forced the airlines to have rock bottom prices to suit me as a consumer. I would be happy to pay for a ticket in the knowledge that I was treated fairly. Competition can go too far. There comes a point where efficiency and reliability are sacrificed in order to be the cheapest. I don't agree with this way of working. I don't fly a lot. I would save up my money to fly if tickets were expensive. I think that it is probable that people who fly often are the ones who have contributed to the current state of affairs in the airline industry. It's like customers in supermarkets who expect the apple to be red and shiny and perfect but not pay too much for it. It doesn't do anyone any good in the long term.

 

[Alanslegal]

Mummy,

Just remember that none of us here are having a go at you.

I think most of us do agree that flight times can change or even be cancelled and that it can occur pretty much at any time. We all agree that it can be very inconvenient especially if you have prepaid hotels/car/activities that are made to suit your flights.

Anyway welcome to AFF, hopefully you'll be around to learn more and make the most of your travels.

 

[Dave Noble]

I've never used another form of public transport where I've had to pay for my ticket in full a long time before travelling.

You have never purchased an annual season ticket then. When commuting in london, I used to buy an annual ticket ; that would not stop the train operating company changing its schedules though

Dave

 

[mummy]

ALANSLEGAL: I'm sorry, I didn't mean to sound rude. It's not my intention to be rude and I'm not that sort of person. I'm just very frustrated at the lack of communication from Virgin Blue and I don't see any reason why they should be like that.

NM: When I book domestic flights, it's true, I do look at the price but I also look at the flight times. There aren't lots of flights into and out of Townsville (where I live). Sometimes it isn't convenient go with just any airline. In my case going with Jetstar was the best option on this occasion. I actually prefer to go with VB because, I have found them to be more realiable! But, as you can tell, I'm not best pleased at the moment.

Anyway, I won't go on about this any more. Thank you again, all of your for your comments. Whether we've agreed or not is not important; it's been good for me to hear your views and I have learnt something from them.

Best wishes
mummy (Christine Stanton)

 

[pauly7]

ALANSLEGAL: I'm sorry, I didn't mean to sound rude. It's not my intention to be rude and I'm not that sort of person. I'm just very frustrated at the lack of communication from Virgin Blue and I don't see any reason why they should be like that.

Hi Christine & welcome. The concensus has basically been said here and I hope you will gain tips and advice here for future travel that can help you avoid these kinds of situations

Virgin/Pacific Blue & I shoul also add Jetstar customer relations both leave alot to be desired, again I hate to to say but you do get what you pay for....

 

[N860CR]

Virgin/Pacific Blue & I shoul also add Jetstar customer relations both leave alot to be desired, again I hate to to say but you do get what you pay for....

Unfortunatley Qantas aren't any better... it seems poor service is just something we have to deal with in this country.

 

[mummy]

Unfortunatley Qantas aren't any better... it seems poor service is just something we have to deal with in this country.

Why is poor service something we have to deal with in Australia? Perhaps not enough fuss is being made by people when they are badly treated.

Qantas aren't the cheapest of the Aussie based airlines so getting what you pay for can't apply with relation to them.

I shall take my complaint further.

 

[tuapekastar]

Why is poor service something we have to deal with in Australia? Perhaps not enough fuss is being made by people when they are badly treated.

Qantas aren't the cheapest of the Aussie based airlines so getting what you pay for can't apply with relation to them.

I shall take my complaint further.

Good luck with that mummy, but if you do address it to the CEO, then better to address to Brett Godfrey.

 

[mummy]

Good luck with that mummy, but if you do address it to the CEO, then better to address to Brett Godfrey.

Oooops! Silly me! And n is nowhere near t on the keyboard so I can't even blame hitting the wrong key inadvertantly. Thanks for your reply.

 

[N860CR]

I wish there was an easy answer! I've noticed customer service at Qantas proceed downhill at a rapid rate over recent years and can only assume its because of this said "push for lower fares". That said, I'm paying a lot more for my flights now than I was 9-12 months ago.

I think the problem is the airlines know they can get away with, hence in turn the staff know they can get away with offering poor (even rude, aggressive) service. Those who have complained to Qantas recently would know what I'm talking about. Either ignorance of serious issues, or total lack of response when someone actually does get back to you.

 

[mummy]

Re: Complaint to Brett Godfrey

Perhaps you're paying more because of the increase in fuel. Have salaries increased for airline staff? Qantas have a lot of problems, don't they?

I agree, the airlines know what they can get away with and it seems they can get away with a lot. They shouldn't abuse their customers.

However, this is the first complaint I've made. So I've never been on the receiving end of rude staff. I've had changes to flights before but they've been nearer the departure time and no real problem and I accepted the terms and conditions saying things can happen. But this time, I just can't keep my mouth shut.

So, thanks again for your thoughts.

 

[Commuter]

Unfortunatley Qantas aren't any better... it seems poor service is just something we have to deal with in this country.

Almost anywhere else in the world too. However, I find that services in Australia are pretty poor generally (comparatively speaking).

 

[`X']

Hi Mummy.

If you have already spoken to DJ over the phone about the schedule change you will not be notified extra as they would class this as accepting the schedule change.

Hopefully your not still waiting for this to happen.

I experience schedule changes on a daily basis at work. No airline is not guilty for it (however QF imo has been the worst for it as i we have had schedule changes not advised to us until 3 days before travel when they were in fact changed 2 months prior). Unfortunately in these instances not much can be done.

As everyone else has said they are a fact of life with travel and your two options that any airline will offer is

a) Refund in full of service booked.
b) rescheduling (if possible) to a time suitable to you (sometimes they will not offer this to you after accepting the change... had a nice big fight with DJ once over this as it was 20 mins after acceptance but they wouldnt buy it!).

Hope the insight helps

 

[JohnK]

I think those you have just learnt a valuable lesson about booking two different sectors on two different tickets. If both sectors where on the same ticket it’d have been not a problem, and yes even competing airlines will work together from time to time.

Not always to possible to put all sectors on the one ticket. How do you get a QF flight SYD-BKK and a PG flight BKK-CNX on the one ticket?

If I book a flight with an airline what sort of expectation should I have for the actual arrival time. Is getting there yesterday good enough? How about tomorrow? Or even next week?

The airlines have it way too easy. Why does the passenger have to accept responsibility for connections on different airlines? When are the airlines going to accept some of the responsibility? And being offered a refund is not always the desirable solution either especially if the scheduled change occurs late and any airfares to the destination are now expensive.

I'm not entitled to a refund. They will only give me a credit to use later. That's not an option for most of my party with whom I'm travelling. We're only going to Bali for a family wedding. It's not a place we've been to before and we're not likely to go again.

Re-scheduling a flight 15 hours earlier is more than enough disruption to entitle you to a full refund. Have you looked at airfares on other carriers getting to/from Bali for the specific times you want?

The overwhelming impression I have from all of your replies is that you all seem to be happy with the fact that airlines can change their schedules when they feel like it. Why are you happy to accept it?

One of the reasons is people are content with their busy lives and they could not be bothered lodging and following through complaints to try and make a change....

 

[Dave Noble]

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Not always to possible to put all sectors on the one ticket. How do you get a QF flight SYD-BKK and a PG flight BKK-CNX on the one ticket?

By buying through a location ( e.g. airline phone res or an agent ) and purchasing a single ticketed itinerary. It can consist of multiple conjoined fares ( as long as both fares allow end on end ticketing )

Book 2 separate independant tickets and, quite rightly, the onus is on the passenger and not the airline

The airlines have it way too easy. Why does the passenger have to accept responsibility for connections on different airlines? When are the airlines going to accept some of the responsibility? And being offered a refund is not always the desirable solution either especially if the scheduled change occurs late and any airfares to the destination are now expensive.

Using that "logic" , why won't cityrail take responsibility for my missing the start of a movie at a cinema if the train is late or if the traffic is really bad and taxi gets to the airport too late for a flight that the taxi company will not purchase a new airline ticket? Why should an airline be expected to take responsibility for hand holding once that which they have been paid to do has been completed?

Want to try and save a few quid by buying separate tickets, then dont expect the airline to assist if things cause problems to an unrelated part of the journey