Question - Anyone had any joy from AA complaints? | Australian Frequent Flyer
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Question Anyone had any joy from AA complaints?

Maisy33

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Our flight on Saturday ORD-LAX-MLB-PER -Aa/QF upon check in were told our flight to LAX was cancelled. Of course we weren’t notified! Couldn’t get us (2) on another flight to connect home. Put us up at the Hilton overnight with a generous meal voucher $12 each! No breakfast voucher would be given. Received appalling service upon boarding from a crew member. Because we were placed on the flight a day later QF won’t refund the $190 each on the extra leg room we paid (LAX-MLB) because it wasn’t the same flight.
I have emailed AA. Grrr
 

Maisy33

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Oops . My flight was booked QF and hubby was QF rewards points
 

DC3

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I would be making a case to QF in writing (letter or email) regarding refunding the fee for extra leg room, keeping just to the facts, in a neutral manner explaining the situation. The AA service incident, while unfortunate, would be irrelevant to the refund claim.

I would disregard any telephone response received so far from QF and not even mention it.
 

MEL_Traveller

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FWIW (coming to this a bit late), your travel insurance may cover you for the cost of any additional meals or amenities you needed during your stop in LAX. I wonder if they will also cover the cost of the extra legroom seats? (a pre-paid service that you couldn't take due to a travel disruption). Might be worth calling them to find out.
 

Maisy33

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FWIW (coming to this a bit late), your travel insurance may cover you for the cost of any additional meals or amenities you needed during your stop in LAX. I wonder if they will also cover the cost of the extra legroom seats? (a pre-paid service that you couldn't take due to a travel disruption). Might be worth calling them to find out.
Thanks Mel_Traveller, I have written to both AA (emails says they will respond in 5 days Ha!, so far 10 days and nothing!) and QF and if no joy I will contact my insurance company.
 

serfty

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Because we were placed on the flight a day later QF won’t refund the $190 each on the extra leg room we paid (LAX-MLB) because it wasn’t the same flight.
I doubt insurance would cover you on this.

This is Qantas' responsibility and they should refund since it was out of your control.

Keep all records of you correspondence - if it's been a week since you tried to contact Qantas then you should be sending an email to frequent_flyer@qantas.com.au simply outlining your situation. Do not mention AA for anything other than the cancellation.

Repeat this until you have two "SR" numbers and then use that with the ACA.

More here: Industry Ombudsmen & Dispute Resolution
 

MEL_Traveller

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Seat selection is 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.
  • Your fare is refunded (including where you are entitled to a refund under the Australian Consumer Law).
Would appear to be a clear case for a refund of the extra legroom fees.

The QF page linked above has a further link to a special refund form to be filled out.
 

Maisy33

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Update: Never heard from AA after 2 complaints, but I did get my refund from QF
:)
 

DC3

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Update: Never heard from AA after 2 complaints, but I did get my refund from QF
:)
Not good to hear. My experience with AA has been quite good with refunds, flight changes, but no actual complaints so far.
 

Maisy33

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Update
:) Received a call from AA apologising for the way I was treated. Had a follow up email and they will be posting a $300 voucher each to both my husband and I. This can be used within 12 months and can be transferred to my son (who is currently studying there). Happy with the outcome ;)
 

Rhode

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QF changed departure time on one of my bookings to a time too early for me to make connection from another country - had to overnight in a hotel at my own expense and fly the next day. They did refund the change fee eventually after much protestation from me.
 

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