A reasonable compensation?

[Syshan]

This might have been discussed by members but I'm unable to find the thread...
Recent trip to US with wife(QF Gold), mother-in-law and 6-month-old daughter.
Purchased premium economy and requested bassinet. Outbound, no problem.
Got stranded in LA for 4 days because of you-know-why, accommodated in a remote motel, fed and watered. Finally arrived home after spending a night in Brisbane due to wild weather in Sydney..
Overall I have to admit based on the magnitude of the headache, Qantas handled the situation professionally, there are many areas we felt being let down.

1. were not informed of cancellation of flight until reached LAX

2. miscommunication, told different things by ground staff and phone reps about re-booked flights, on many occasions. This changed 4 times while we were there

3. as the result, big hassle with acquiring baby essentials as no shops close to motel

4. seated in economy cabin with no bassinet after being told QF8108 is 2-class only on check-in. But walked passed PE cabin......

5. After disembarking in Brisbane at 10:30pm, were told to check in at 7am for 8am flight. Guess what, the flight took off at 5am...had to then rush to domestic terminal......

During this experience we found Qantas places no value in QF gold. The baby was the one suffered the most from the sudden change of schedule and having to be dragged a round the blocks. She's now been hospitalised.

I like to know what would constitute a reasonable compensation and how should I go about it?

 

[markis10]

I was wondering what part of the contract you had with Qantas has been broken to require compensation? While traveling with a child is hard, there is no entitlement to a bassinet and you have the option of purchasing a seat if the extra room is mandatory.

It sounds like you had a rough time, as did 1700 other Chairmans Lounge, Platinum, Gold, Silver and Bronze frequent flyers, and unlike other airlines you were not put up in airport and given water, I am not sure if you were entitled to anything more by law, Qantas may well provide some compensation on a goodwill baisis voluntarily but I suspect if pressed on the matter there will be nothing more than that.

 

[Syshan]

The grounds for considering compensations are:
1. seated in economy cabin with prem economy tix
2. days of work lost?

 

[blueflamenco]

That does sound like a pain, especially with your baby and MIL too.

I would expect that at the very least you would be refunded the difference between the economy seat you got and the premium economy seat paid for? They may tack some extra on for the confusion.. But given the circumstances they could be forgiven since their plans may have been changing from hour to hour too.

What happened with your baby? She was hospitalized as a direct result of Qantas change of schedule?

 

[Syshan]

She has allergic conditions which can be set off by food and stress.
We were not able to find baby formula (hypoallergenic) compatible with her in the US after it was run out.
She broke out in a florid dermatitis towards the end of the trip and didn't respond to the usual treatments we normally use.
I would not go as far to say it's the direct result of the delay, but certainly linked.

 

[markis10]

The grounds for considering compensations are:
1. seated in economy cabin with prem economy tix
2. days of work lost?

it was not clear in your first post in terms of the downgrade, regardless the procedures and refund amounts are here:

https://www.qantas.com.au/agents/dyn/qf/policies/involuntaryDowngradePolicyJAN09

I don't believe there is any refund/compensation due for getting back late, airlines are responsible for getting you from point a to point b without deadlines in terms of a timeframes, as per your contract with Qantas:

We will not be responsible for paying any other costs or expenses you may incur as a result of the delay or cancellation, except as otherwise provided in these Conditions of Carriage or required by applicable laws.

Qantas

It would be worthwhile checking your travel insurance which often covers situations of loss where liability is not resting with the carrier.

 

[11sjw]

The grounds for considering compensations are:
1. seated in economy cabin with prem economy tix
2. days of work lost?

Read all the Ts & Cs that come with your ticket.

There maybe some grounds for compensation for item 1.

This would be Qantas staff if you pressed them over compensation re item 2 (perhaps once you've hung up or they've read your letter)

 

[Sprucegoose]

She has allergic conditions which can be set off by food and stress.
We were not able to find baby formula (hypoallergenic) compatible with her in the US after it was run out.
She broke out in a florid dermatitis towards the end of the trip and didn't respond to the usual treatments we normally use.
I would not go as far to say it's the direct result of the delay, but certainly linked.

Many here on this site would sympathize.

For some strange reason we learnt early that takiing everything we needed with us and always planning the worst provided the best outcomes.

Unfortunately to learn this you need to live in a third/developing world country with a young child.

Detail all you concerns in a letter. Personal time is never compensated directly, by anyone.

It is an extrodinary event that takes out 17% of an airlines international capacity.

Let us know how you get on.

We hope you daughter gets a speedy recovery.

 

[harvyk]

The grounds for considering compensations are:
1. seated in economy cabin with prem economy tix
2. days of work lost?

To counter your argument,

1. QF do not guarentee a seat in any particular cabin. If a seat is not available in the class you have paid for you have the option of either accepting a seat in the class offered (sometimes works to our advantage, other times it does not) or waiting for another flight which has a seat in the class you paid for.


2. They do not make guarentees on times, it is best effort only. You may be able to make a claim against your travel insurance for loss of income, however even this is unlikely.

I do feel for your situation, unfortuantly this is the most likely counter arguments which QF would use, and sadly they would be right as it's listed in their T&C's...

 

[serfty]

...

1. QF do not guarentee a seat in any particular cabin. If a seat is not available in the class you have paid for you have the option of either accepting a seat in the class offered (sometimes works to our advantage, other times it does not) or waiting for another flight which has a seat in the class you paid for.
...

Qantas do have set levels of compensation for involuntary cabin downgrades.

They are here: https://www.qantas.com.au/agents/dyn/qf/policies/FareRefundTable151110.pdf

Depending upon the OP's booked fare, based on that table they may be entitled to compensation of between $912 and $2112 per passenger.

Note this table was updated last week.

 

[blueflamenco]

She has allergic conditions which can be set off by food and stress.
We were not able to find baby formula (hypoallergenic) compatible with her in the US after it was run out.
She broke out in a florid dermatitis towards the end of the trip and didn't respond to the usual treatments we normally use.
I would not go as far to say it's the direct result of the delay, but certainly linked.

I think you have a case for some kind of compensation for both the cabin change and the medical issues you have had with your family. Put together a letter and let us know what happens. I hope your little girl is feeling better!

 

[Syshan]

Thank you all for your concern, my daughter improved dramatically since she was hospitalized last Friday and is expecting to go home tomorrow.
My wife and I received a travel voucher worth $700 each from qantas yesterday along with a sorry note for the delay it caused. I suspect it's a generic compensation . While I applaud this pro-active action I'll still write to pursue some sort of compensation for the involuntary downgrade. Will keep you guys posted.

 

[markis10]

Thank you all for your concern, my daughter improved dramatically since she was hospitalized last Friday and is expecting to go home tomorrow.
My wife and I received a travel voucher worth $700 each from qantas yesterday along with a sorry note for the delay it caused. I suspect it's a generic compensation . While I applaud this pro-active action I'll still write to pursue some sort of compensation for the involuntary downgrade. Will keep you guys posted.

That is good news, I am glad things are getting better, nothing hits harder than a sick child, as a parent you sometimes feel so frustrated at what you can do.

as for the downgrade, you need to followup with you travel organizer to get your refund.

 

[Syshan]

That is good news, I am glad things are getting better, nothing hits harder than a sick child, as a parent you sometimes feel so frustrated at what you can do.

as for the downgrade, you need tom followup with you travel organizer to get your refund.

What if we purchased the tix online?

 

[oz_mark]

What if we purchased the tix online?

Qantas sales will probably be a good place to start.

 

[markis10]

What if we purchased the tix online?

If it was direct with QF then contact QF to organize a refund, if it is another online agency then they need to help you.

 

[JRAPQQ]

1. Expect the unexpected, and assume the worst will occur, and that no-one will help you.
2. Airlines often can not contact customers after they commence travel, because TAs often don't provide en-route contact details - which is why reconfirming bookings at point of departure is a good idea even if tedious.
3. Travelling for a week? Take 10 or 12 days clothing.
4. Qantas may have some weak points, but I've never seen them not try to do all they can to assist - particularly the Elderly, Disabled, and those travelling with children and infants.
5. Children with you - don't rely on the airlines to have food your child will like - they don't supply food adults like, why would they treat children better?
6. Always have Travel Insurance (But, in 20 years of air travel, I've never needed it.

 

[davidj-bell]

The grounds for considering compensations are:
1. seated in economy cabin with prem economy tix
2. days of work lost?

I would at least ask for some refund based on not getting a premiun economy service. Regarding days of work lost, that's what travel insurance is for.

 

[Bulkman]

Re: A reasonable compensation? NO

Whilst I understand your claim to compensation (whether entitled or not) for the downgrade to economy are you serious that you are trying to blame your child's hospitalisation on Qantas?

Delays are part of flying, next time pack spare food!!!!!

You don't claim compensation from the cabbie to the airport if he gets you there late do you? You just leave earlier so as to mitigate any un-forseen disruptions........

Unbelievable

 

[straitman]

Re: A reasonable compensation? NO

Whilst I understand your claim to compensation (whether entitled or not) for the downgrade to economy are you serious that you are trying to blame your child's hospitalisation on Qantas?

Delays are part of flying, next time pack spare food!!!!!

You don't claim compensation from the cabbie to the airport if he gets you there late do you? You just leave earlier so as to mitigate any un-forseen disruptions........

Unbelievable

Bulkman,

Welcome to AFF.

Though probably a technically correct first post a little compassion would be appropriate here as the OP was seeking help and advice about his situation and not a lecture.