Downgraded from Business Class.

[Pushka]

If the service wasn't provided they never would have left the country. <snip>

Didn't they buy a return flight in business? That service wasn't provided.

 

[nlagalle]

Didn't they buy a return flight in business? That service wasn't provided.

No they bought a ticket. The ticket was in business class along with T&C's on any downgrades.

Heck next people will want chargebacks if their flight lands late!

 

[Pushka]

No they bought a ticket. The ticket was in business class along with T&C's on any downgrades.

Heck next people will want chargebacks if their flight lands late!

I really think that's dismissing the issue a little frivolously.

 

[admin]

As QF WP has indicated we have been watching this thread closely for some time now. Thankfully, very few posts have been edited. While heated at times, posts have generally been civil. But I do defect a change in the tone of some of the posts and agree with QF WP (and others) that now is the time to close this thread. We will open it again when new information comes to light.

Posts in this thread have been highly reported and a lot of Mods time has been spent looking at whether comments have breached the T&C's. thankfully, few posts have actually been changed - amazing considering the level of fervour shown by some.


It's probably getting closer to that point where, as Princess Fiona commented, there is no futher news and only a rehash of the same arguments and clash of personalities. Those are the times where, in the absence of any further news, there is little benefit to leave threads open. For a closed thread, it can be re-opened by Mods or admin where contacted by the parties directly impacted by the issue (EmilyP on behalf of her parents, or Red Roo on behalf of QF).

My limited understanding of the relationship between airline, travel agent, consolidator and passenger doesn't allow me to comment further on just where certain contractural obligations lie. Thank you for the insight ozbeachbabe. We'd all love to know the inner workings of the entire refund process, however Privacy Act provisions deny Red Roo from being able to comment fully to us, in this (or any) particular case (as we do not have the rights).

We have to take people at their word until it can be proven otherwise. Some are quick to judge without full knowledge of facts - a failing of humanity and due process.

 

[admin]

I am now re-opening this thread as there is some new information. See attached PM I received from EmilyP

Hi Admin,

I have a small update in relation to my parent's situation on the 'Downgraded From Business Class' thread.

After a few weeks of toing and froing between FC and QF in relation to the fare difference refund, my parents were advised yesterday that QF will be providing a refund of $1250.

Although consistent with their fare refund table that someone on this site previously supplied, it is considerably less than what they paid for.

Calculations done by FC and my father indicate the true fare difference between Business and Economy should be upwards of $3000. I understand that QF base their refund on a full Economy fare, however when given the choice who actually would pay for a full fare? Certainly not my parents.

In any case they have lodged another complaint with QF in relation to the woeful inadequacy of this refund. They have also sent letters to the Qantas Board and CEO, they are prepared to take this as far as they can.

In case anyone asks - the FF points and $500 voucher were offered to my father as a goodwill gesture for the situation and the appalling customer service they received. Also, the $700 they received at LAX was given to EVERY person downgraded, including the ones who chose to fly Business the next day, and was described to my parents by QF staff at the time as an 'inconvenience payment'.

I just want to reiterate that the fare difference refund is what is being disputed here.

I will be able to provide an update as soon as we hear more from Qantas. Legal action and a social media campaign to raise awareness of this are not out of the question.

To think this could all be avoided if my parents were given a fair and reasonable fare difference refund.

Interesting seeing as QF just spent millions on an advertising campaign, but when it comes down to it cannot treat their loyal customers fairly.

Thanks and happy to provide any more info or answer any further questions if needed.

Emily P

When posting on this thread, please avoid simply repeating what has been said already. As always, please keep the tone constructive

 

[Pushka]

All the best EmilyP. Perhaps your parents have the will to make Qantas refunds in such circumstances to be fair to the customer and not just based on artificial rates that people planning in advance wouldn't pay.

 

[Baysider]

The only moral I can find from this story is NEVER EVER ACCEPT A DOWNGRADE FROM QANTAS. If you do, don't expect any kind of reasonable treatment.

 

[MEL_Traveller]

Thanks for the update Emily.

The only thing that I would question is the 'calculation' by Flight Centre on the 'true' refund.

I'm not sure, given the one way is around $3500 (at best - that's assuming a 50/50 split)... that would mean the one way economy would be less than AUD500?

That doesn't seem right, even for a highly discounted QF fare.

I think the calculations up thread for an estimated refund (best case) were in the region of AUD2800 or so? (assuming a 50/50 split, which is not unreasonable)

According to what your parents were apparently told at check-in, that $2800 would be in addition to the $700 'inconvenience' payment.

 

[opusman]

I would love to see this go to court to be honest, as a good precedent is what is needed to curb this outrageous policy.

 

[JohnK]

Sorry to hear the poor response from Qantas on this matter EmilyP.

Still not sure how anyone at Qantas thinks this is a fair refund. I would continue to push for actual dare difference + compensation not this theoretical rubbish dreamt up by Qantas.

Good luck to you and your parents.

 

[maninblack]

Don't waste your time OP. Life's too short and Qantas don't care about you and the minor inconvenience your struggle with them may cause, it won't even cause a ripple sorry to say. This stuff happens every day. Just take your business elsewhere.

 

[Baysider]

Don't waste your time OP. Life's too short and Qantas don't care about you and the minor inconvenience your struggle with them may cause, it won't even cause a ripple sorry to say. This stuff happens every day. Just take your business elsewhere.

But make damn sure you take as many with you as you can !

 

[JessicaTam]

It is disappointing that QF didn't think it necessary to go above the minimum payment considering the amount of angst this has caused.

 

[JohnK]

It is disappointing that QF didn't think it necessary to go above the minimum payment considering the amount of angst this has caused.

But the minimum payment offered isn't even a realistic figure. It is a made up number from someone's imagination that makes no sense and has made it to the greater reality.

Qantas knows it can get without it as no one challenges them.

 

[DC3]

.... our Customer Care team have since contacted her parents to personally discuss the circumstances, and have offered them a gesture of goodwill over and above our guidelines in recognition of the downgrade and overall unhappy experience ....

The above post was from 21st October. I can't recall seeing what the goodwill was valued at, but goodwill would not be a term that fits in with how things are turning out.

 

[Danger]

Atrocious outcome.

 

[ComeFlyWithMe]

The above post was from 21st October. I can't recall seeing what the goodwill was valued at, but goodwill would not be a term that fits in with how things are turning out.

A $500 voucher and some FF points if you read the update posted by Admin.

Total compensation $2450 by my count and only if you consider the QF voucher as cash, which I wouldn't, nor would I be rushing to book again based on this experience.

The $1250 for the fare difference is an absolute joke as noted by others.

Add to this the poor handling (although unlike usual QF style, consistent) and I would be...

Not. Happy. Jan.

 

[BAM1748]

I would love to see this go to court to be honest, as a good precedent is what is needed to curb this outrageous policy.

So would I, crowd sourcing!

The whole saga is a let down by QANTAS. I can't believe sometimes I'm still a supporter of them when I read this is the best outcome they were prepared to do.

Red Roo​, a first class fail. Fail to correct this problem and fail to correct the root cause.

Matt

 

[Baysider]

I fear that the "victims" were sworn to secrecy by Qantas and that Qantas is now rubbing its hands with glee that it can walk away from them completely ! This is how poorly the attitude of Qantas has come across throughout this entire sorry affair.

 

[Glider_]

Thanks for the update, I have been watching and waiting for it.

I hope this incident prompts Qantas to reconsider their downgrade refund policy. For a policy maker, the policy seems perfectly reasonable. But when you actually apply it to a real life case, such as this one, it's obvious that the policy is inadequate and unfair.

Most Aussies are reasonable people who understand that sometimes things don't go to plan. When that happens, generally people will accept the situation if they're treated fairly. In this case, aside from the other service issues which warrant special compensation, if the standard refund difference were fair relative to the price paid for the business seats and claiming was an automatic quick and easy process, this case would not have turned into such an inflammatory incident.