Soundguy, why won't they refund? Why didn't they contact you?
Booking in advance should never be a problem. The problem here in both our cases is how QF and JQ handled or mishandled the change. We all accept that airlines will change schedules but there should be equity in your compensation and making these drastic changes like cancelling flights does not absolve them of their responsibility to take care of their customers. After all, they've got your money. The problem is that they make you feel like they've done you a huge favour by doing nothing more than they are legally obliged to do.
For example, on the matter of notification of the change of flight for us - in all the converations I have had, Qantas could never give an assurance that they would not fail to contact me before we left on April 5. I asked when we would have been notified? They had no idea but they believed they would and at no point acknowledged that they had failed in their duty in the matter of notification.
Soundguy, they can't be permitted to treat customers like this.
There have been 1000 views of this thread in 3 days. It is really an issue which has touched a real nerve in this community.
You and I posted because we feel we have been treated poorly.
Finally, when I asked why Qantas had refused the change to Starclass - in addition to the "you're in Q economy, if you were in Q business, then it's Starclass for you" line, it was made clear that I was only one person; that if there were more in the same boat, then they might consider the change but since there were only two us complaining, we should, essentially, shut up and be happy with what we got from them.
I think the wider travelling public is jaded, cynical and resigned to the fact that corporations like Qantas, Telstra etc. will, on the balance of probabilities, attempt to cover up mistakes, refuse to accept responsibility to the satisfaction of the wronged customer and do just about anything short of breaching the Trade Practices Act to extract the one remaining dollar from your pocket.
You rarely hear the CEO of Qantas talking about customer service. Remember, it's a long time since a Qantas executive has travelled in economy.
But, the Australian public always has time for a good David and Goliath. We shall see.