Compensation [Issue, Amount, Class, Status]

[FrankC]

Thought I would start a thread on compensation

Reason:
I don't have much knowledge on how much is the normal compensation value when stuff happens (eg IFE not working, seat not working, flight heavily delayed) , and I doubt this would be common knowledge
I believe that the airline must have some kind of guidelines on how much to compensate for whatever situation, so I would be grateful for you to share your experience
I would like to learn from you and others so that I can make an informed decision - should stuff happens

Please use this a thread for the factual information

• What went wrong
• What compensation you got - without prompt from you or that you have to negotiate
• What class were you travelling in
• What status were you

Appreciate if you don't use this thread for

• Complaints
• Squeeze the most from the airline (I saw xx_ got yyy, why are you giving me only zzz) - don't want this to get out of hand

BTW - I might have put this at the wrong place, but am more interested in QF & JQ in this thread

Cheers

 

[FrankC]

My experience

Early 2011 on JQ from MEL-SIN in Y (status does not count for JQ)
Delayed almost 10 hours in MEL

Compensation:
Free drink and food on board (can't remember if alcohol is included)
AUD100 JQ voucher

 

[The Rok]

Compensation

LHR-SIN. Travelling in paid J. No IFE. Got a $100 Duty Free voucher on board, and after a letter and a couple of emails I eventually got 20,000 points.

It was suggested that my outcome was insufficient by some on this forum but I was not really looking for money, or a lot of points, merely an acknowledgement that it was it the level of service I paid for.

My initial response was a cut & paste generic email which infuriated me.

 

[grubbidok]

Have had my bags lost a few times, most of the time late at night on connecting flights I had taken to allow me to be prepared at important meetings early the next day or meet with colleagues before going to final destination (usually BNE-SYD-CNB). The bags would be with me the next evening (to collect at airport when I had my flight home)

Never received any compensation, was once even told on the ground by QF staff it was my own fault as I should carry everything I need in carry-on (?!?). Once they did at least give me an amenity kit so I could brush my teeth at the hotel, but only after I asked and only very reluctantly. I did ask of there was a way I could organise some clothes for my meeting the next day, but refused, and told 'the matter had been resolved, and they were closing up so I should just come back tomorrow'. No-one responded my emails about this either - didn't even get the generic email!

I also asked if my luggage could be put on the first flight the next day but was told they were already allocated to an evening flight and couldn't be changed.

Was told as it was an operational issue and QF had fixed it by reuniting me with my bags at some point in the future (?!?) the matter was closed for discussion.

I was Silver I think at that stage, about 3mths prior to Gold.

Very poor form. Is why I now mostly fly VA.

Sorry - realised that does sound a bit complain-y, but I honestly thought this was an instance where something should have been offered and I would be interested to know if others received same in similar situation, or how they managed to get it.

 

[Kangol]

Jan 2012
LHR-MEL in PE. Delayed by 11.5 hrs (that's what the form said) but our actual delay was closer to 13.

Compensation:
Overnight stay and transfers to/from a hotel near LHR (The Park Inn). Meals (dinner and breakfast) included as was wi-fi internet. I didn't enquire about any complimentary mini bar.
A couple of weeks later I got a "sorry" letter and voucher from customer care to the sound of A$500. This was the return leg of a MEL-LHR return booking. I had 12 months to use it - IIRC it had to be redeemed over the phone and although no service fee was charged (usually $80 I think), there was a $30 cc fee - I used it for another international booking.

 

[Fantic125]

10-Mar-2010, ADL-SYD-SFO (QF) SFO-CLE (CO), in Y. QF SG. Luggage delayed (not loaded on at ADL). Given amenities kit by CO. Luggage arrived 2 days later, just in time for scheduled departure (which ended up delayed by a few days anyway...).

12-Mar-2010, CLE-ORD (AA) in Y. QF SG. Flight delayed by 2 days due to weather. Accommodation, breakfast, lunch and dinner vouchers provided by AA.

14-Mar-2010, ORD-LHR (AA) in Y. QF SG. Flight delayed by 1 day due to weather. Accommodation, breakfast, lunch and dinner vouchers provided by AA.

16-Sep-2011, LAX-SYD-ADL in Y. QF WP. Missed connecting flight due to late departure of QF flight from DFW-LAX. Accommodation, breakfast and lunch vouchers provided by QF.

09-Oct-2011, ADL-SYD-HKG-PVG (QF) in Y. QF WP. Luggage delayed due to missed transfer ADL-SYD. Given 960 RMB by PVG airport. Luggage arrived next day.

30-Oct-2011, ADL-SYD-HKG-BLR (QF) in Y. QF WP. Flight cancelled due to Qantas grounding. Epicure membership, flight voucher & missed SC's provided in compensation.

02-Nov-2011, SIN-ADL (SQ) in Y. *A SG. Missed connecting flight due to late departure of MI flight from BLR-SIN. Accommodation, breakfast and lunch vouchers provided by SQ.

 

[ozmille]

QF2 when it still did LHR to BKK, was in J status SG back then
IFE not working, I slept so didn't realize we had had no IFE until I got a voucher for AUD250 with reason "no IFE on your flight from LHR to BKK"

 

[Must...Fly!]

December 2011 PER-SYD-WLG (paid Y) Was the day after the lightning storms that knocked out PER for an entire day. Was meant to leave on the red-eye (the storms had stopped, but everything was in chaos...) but was moved to a flight the next morning. Flight was meant to depart at 0900ish, didn't have wheels up until 1130 (crew hours I suspect). Got to SYD too late to make my connection so accom at the Novotel Le Sands was provided (+dinner, +breakfast). However I was told to walk around the terminal to a shuttle that did not exist...wasted 90 minutes and was lucky when I got back to the terminal there was still someone around to apologise profusely and provide me with a taxi voucher (cue 60 minutes waiting in the taxi queue at T3....). No other compensation received.

July 2012 LHR-SIN (paid Y, op-upped to Y+) Delayed boarding for about 3 hours due to mechanical. Boarded, sat on the ground for a further 2 hours then offloaded, new problem found. Bussed to Sofitel LHR. Was ~3am, breakfast + lunch (+ usual $10 telephone call etc) provided. Received no other compensation in mail, I had hoped we would but no dice! Never mind, the op-up prior to the cancellation was more than enough

July 2012 SIN-PER (paid Y) The layover in LHR meant our night in Singapore evaporated but used the Changi CP as we had booked anyway for a shower etc. Back at the airport for check-in to PER, flight was overbooked so we volunteered ourselves to stay the night in Singapore and luckily got it. Free transfers, accommodation (Traders Singapore), dinner and breakfast (probably lunch too but we were stuffed) and USD400 each (redeemable for cash or future travel).

 

[blackcat20]

Feb 2013, BNE-MEL. IFE not working properly in exit row, no sound except for tv channel. Bottle of Grant Burge each.

Sept 2011. Mis-connect of QF108 to QF94 due to QF107 late into JFK. $14 food voucher.

 

[whughes3]

I can recall 3 lots of compensation from QF:

1) ca 1997, my bag was mislaid arriving into MNL and eventually appeared about 24 hours late; received US$100 cash on the spot.
2) ca 2008, horrendous delays with baggage delivery at SYD international; complained and received 2 x $50 duty-free vouchers.
3) 2010, 333 replaced by 763 on an international sector; complained and received $400 travel voucher.