Cancellation, chauffeur lost, QF refusing expenses | Australian Frequent Flyer
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Cancellation, chauffeur lost, QF refusing expenses

Choosethedrew

Junior Member
Joined
Oct 10, 2016
Messages
26
Hi. Qantas novice and whingeing Pom here. Justifiable on this occasion I think?

Was on QF9 15/2 which was cancelled due to weather. Irrops handling appalling but that’s another thread.

Had transfers in to and from PER included as J, as well as from LHR to home. These were all lost because of the rebooking.

I booked a hire car in PER and a taxi at LHR and claimed from Qantas but they have denied because it is weather related and cited their t&c which say transfers aren’t covered. These seem like generic terms which include all travel classes and don’t refer to where tickets have this included but not provided.

Is it reasonable or enforceable to ask QF to cover this?
 
Joined
Apr 27, 2005
Messages
20,229
Hi. Qantas novice and whingeing Pom here. Justifiable on this occasion I think?

Was on QF9 15/2 which was cancelled due to weather. Irrops handling appalling but that’s another thread.

Had transfers in to and from PER included as J, as well as from LHR to home. These were all lost because of the rebooking.

I booked a hire car in PER and a taxi at LHR and claimed from Qantas but they have denied because it is weather related and cited their t&c which say transfers aren’t covered. These seem like generic terms which include all travel classes and don’t refer to where tickets have this included but not provided.

Is it reasonable or enforceable to ask QF to cover this?
How much was the taxi at Heathrow, and what alternatives did you have? Was there a reason why they couldn't rebook the transfer on arrival at Heathrow?
 

Choosethedrew

Junior Member
Joined
Oct 10, 2016
Messages
26
They didn’t rearrange any of the transfers and I didn’t have the direct details of the provider. I spent £75 on a taxi and £100 on a rental in PER, amazed that QF is quibbling it TBH after putting us on a connecting flight from a direct one.
 
Joined
Apr 27, 2005
Messages
20,229
Both of those sets of prices look on the high side. I think of there was time, QF should have rearranged the transfers. But as the delays were weather related, the overall delay and IRROPS is kind of outside their control.
 

ftm

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Joined
Feb 19, 2011
Messages
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Qantas is not set up well to manage their transfer product. It is commonly a cause of frustration and mistakes, so much so that we have clients who refuse to use it any more. Too many drivers not turning up, or late, and examples like this where it isn’t managed properly.

If a client booked a transfer with us, and then we found out their flight was delayed, we would rebook the transfer. That is a reasonable expectation and just standard service. QF is effectively the same here, so shouldn’t just say, sorry, we’re only an airline, that part of the product we offer is only optional and only if things go to plan. I don’t think it unreasonable to say that they booked the transfer, they should manage the transfer. Particularly for arrival when it is a long flight and there is plenty of time to rebook.
 

Choosethedrew

Junior Member
Joined
Oct 10, 2016
Messages
26
Well, they are last minute prices and these
Both of those sets of prices look on the high side. I think of there was time, QF should have rearranged the transfers. But as the delays were weather related, the overall delay and IRROPS is kind of outside their control.
Bear in mind that we had just a few hours notice of this cancellation so we were facing last-minute rates.

£75 for a walk-up taxi is not expensive from Heathrow to East London. Taking a black cab would be twice that!
 

Choosethedrew

Junior Member
Joined
Oct 10, 2016
Messages
26
Qantas is not set up well to manage their transfer product. It is commonly a cause of frustration and mistakes, so much so that we have clients who refuse to use it any more. Too many drivers not turning up, or late, and examples like this where it isn’t managed properly.

If a client booked a transfer with us, and then we found out their flight was delayed, we would rebook the transfer. That is a reasonable expectation and just standard service. QF is effectively the same here, so shouldn’t just say, sorry, we’re only an airline, that part of the product we offer is only optional and only if things go to plan. I don’t think it unreasonable to say that they booked the transfer, they should manage the transfer. Particularly for arrival when it is a long flight and there is plenty of time to rebook.
The problem is the provider of the taxi at LHR had not made contact so I had to go via Qantas at this stage and we all know how that goes!
 

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