Complaints/Feedback using the email system - a complete bogus?

[pgk]

AFFers,

The VA complaints email system seems slightly ridiculous. I complained about a number (2 on the same day, and another the week before) of cancelled flights and the way the staff handled it at the airport. This was back in January (when it happened and when I lodged a complaint). The system is that they will respond in 21 business days. Which is about a month in real time.

I got a response about 2 weeks ago saying that yes it was unfortunate etc etc. No compensation (tangible / intangible). I responded to the email they sent me. Now, if I were to expect a response, I would be receiving it in April at the earliest.

Would this be the slowest conversation between two people trying to resolve a conflict/situation?

I understand they would get thousands of complaints, but the system of having to wait another 21 business days for another response on the same issue seems ridiculous.

 

[GeeZed]

Their "get out of jail" clause is contained in the conditions of carriage ...

11.5 We may need to cancel or delay and reschedule flights or services due to industrial action, landing restrictions, airport loading restrictions, unsuitable weather conditions, technical problems, operational reasons, or any event beyond our reasonable control, and scheduled flight times or destinations are not guaranteed. Subject to the consumer guarantees referred to in paragraph 2.4 and to the extent permitted by any applicable Laws, we are not liable for any Loss which you may incur as a result of any such delayed or rescheduled flight or service.

 

[Robert K]

When I complain I never expect to hear back. If it was really that urgent I'd send a registered mail.

 

[NM]

I got a response about 2 weeks ago saying that yes it was unfortunate etc etc. No compensation (tangible / intangible).

When you complained, did you ask for any compensation? Or we're you just hoping they would offer without being prompted? What compensation would you have like to have been offered?

 

[pgk]

Their "get out of jail" clause is contained in the conditions of carriage ...

I know i know.

Whilst this is for another thread, I'll state the point that Airlines can get away freely by cancelling flights or changing your flight whilst if the consumer wants to cancel or change a flight, it can cost them almost the entire airfare?! In any event, I'm not looking to question this clause for the purposes of this thread.

When you complained, did you ask for any compensation?

I did, I wasn't specific but i did ask for compensation. The flights cost about $600-800 for the 3 legs.

What would have I liked? Perhaps a free flight / $150 voucher / status upgrade. Any would be fine, as I did end up flying and got some value from my air fares. It was just a massive inconvenience and a failure of ground staff to inform / manage their customers effectively.

Having been a loyal customer and flying quite frequently recently, it really doesn't cost VA much to show a good gesture to customers on such instances.

 

[pat25d]

I sent in 'feedback' which was a combination of satisfaction and disappointment with different flight segments, and received a personalised response, satisfactory compensation (which I didn't ask for) and was told my feedback in it's entirety would be passed onto the management team to review.

I was completely satisfied with the way my feedback was handled.

Maybe you need to word things less as 'complaining' and more as constructive feedback.

 

[GeeZed]

What would have I liked? Perhaps a free flight / $150 voucher / status upgrade. Any would be fine, as I did end up flying and got some value from my air fares. It was just a massive inconvenience and a failure of ground staff to inform / manage their customers effectively.

Having been a loyal customer and flying quite frequently recently, it really doesn't cost VA much to show a good gesture to customers on such instances.

Maybe, maybe not ... if two flights were cancelled that you know of then they likely had a flow-on and the return sectors at least were canned as well. So its possible 500 pax (maybe more) were affected in this scenario. Multiply that by 365 days and give everyone $150 and there goes two thirds of the entire profit for the year .... OK we have no way of knowing whether these figures have any relationship to reality but .....

 

[Justchecking]

Agree with the above. If it were just you and only you then maybe but a cancelled flight affects hundreds, they are all inconveniened and if the airline had to show goodwill gestures to everyone it would no longer make money. Besides my train is late\cancelled taxi's break down and an iron I bought from a shop was broken out of the box. All inconvenient and all facts of life. Since when did we start expecting that we should never suffer convenience, no matter how massive it may be? I really think we lose perspective when we imagine that nothing should ever go wrong for us or that should be compensated when it does.

If the airline fulfilled their contractual obligations that really is enough. Like or not there are terms and conditions associated with passage fares and if we click the purchase button we are agreeing to being inconvenienced in those situations and saying that yes the next available flight is an acceptable substitute.