Escalation/Review of Qantas Claim

[QPProletarian]

Hi,

Just wondering how members on here have handled unsatisfactory responses to compensation requests with Qantas.

I had the misfortune of being on a cancelled QF-EK codeshare flight from London. To make it back home within 28 hours of the original time, I had to fly Thai Airways and Jetstar. Otherwise it was an additional 24hour wait.

It took a month, with a number of follow-ups to get a response. The whole thing has been buck passing between Qantas and EK. EK flat out refused anything, including the $7 bus fare to get from Hotel to Airport claiming 'Extraordinary Circumstances'; This is despite the QFF line assuring me expenses would be covered. I am aware of the EU rules associated with Extraordinary Circumstances and will be following up with the UK CAA but I'd like to escalate the claim within QF.

I did try and contact Red Roo on here for further advice but received no response. The PM box now appears to be full again.


Thanks.

 

[Red Roo]

I did try and contact Red Roo on here for further advice but received no response. The PM box now appears to be full again.

I'm sorry for the oversight in not responding to your private message from November.

While my inbox is not full at last check, I've been able to locate your original message and will escalate this matter with our Customer Care team asap.

Your patience is appreciated during this time.

 

[MEL_Traveller]

Hi,

Just wondering how members on here have handled unsatisfactory responses to compensation requests with Qantas.

I had the misfortune of being on a cancelled QF-EK codeshare flight from London. To make it back home within 28 hours of the original time, I had to fly Thai Airways and Jetstar. Otherwise it was an additional 24hour wait.

It took a month, with a number of follow-ups to get a response. The whole thing has been buck passing between Qantas and EK. EK flat out refused anything, including the $7 bus fare to get from Hotel to Airport claiming 'Extraordinary Circumstances'; This is despite the QFF line assuring me expenses would be covered. I am aware of the EU rules associated with Extraordinary Circumstances and will be following up with the UK CAA but I'd like to escalate the claim within QF.

I did try and contact Red Roo on here for further advice but received no response. The PM box now appears to be full again.


Thanks.

have you put in a claim under 261? it won't hurt to start the ball rolling. (and do not necessarily rely on what the airline tells you might be an 'extraordinary circumstance')

 

[QPProletarian]

have you put in a claim under 261? it won't hurt to start the ball rolling. (and do not necessarily rely on what the airline tells you might be an 'extraordinary circumstance')

With Red Roo's follow up, I did get a fast response from Qantas on this. Unfortunately, it was just a re-iteration of the same note provided earlier denying any offer of compensation or reimbursement for expenses incurred (despite assurances from the QFF phone line with regards to them being covered). From the same QFF agent who sent the last email too no less. Quite disgusting really when even some level of compensation is offered for a broken IFE as discussed on here. I had a 9hr Jetstar flight as one of the legs with no IFE or radio, no blanket, $3 drinks (inc water; with liquids seized at the gate) when I paid for a Qantas/EK one.

I did fill out the claim forms and provided everything to QF as part of the claim I put in, including scans of all receipts and information provided by EK. I'm aware of some of the cases determining what constitutes 'Extraordinary Circumstances', generally these are related to weather, political/security/airport authority and IR issues. Additionally, I believe a dim view is also taken by authorities with the complete lack of passenger rights information provided.

It seems as though I will have to pursue through the EU system and UK CAA now. What a joke, not even an olive branch offered by QF.

Members on here have mentioned in the past that they have mailed complaints through to the Exec team by post and had it handled by their PAs. I wonder if this may be appropriate here also.

 

[MEL_Traveller]

With Red Roo's follow up, I did get a fast response from Qantas on this. Unfortunately, it was just a re-iteration of the same note provided earlier denying any offer of compensation or reimbursement for expenses incurred (despite assurances from the QFF phone line with regards to them being covered). From the same QFF agent who sent the last email too no less. Quite disgusting really when even some level of compensation is offered for a broken IFE as discussed on here. I had a 9hr Jetstar flight as one of the legs with no IFE or radio, no blanket, $3 drinks (inc water; with liquids seized at the gate) when I paid for a Qantas/EK one.

I did fill out the claim forms and provided everything to QF as part of the claim I put in, including scans of all receipts and information provided by EK. I'm aware of some of the cases determining what constitutes 'Extraordinary Circumstances', generally these are related to weather, political/security/airport authority and IR issues. Additionally, I believe a dim view is also taken by authorities with the complete lack of passenger rights information provided.

It seems as though I will have to pursue through the EU system and UK CAA now. What a joke, not even an olive branch offered by QF.

Members on here have mentioned in the past that they have mailed complaints through to the Exec team by post and had it handled by their PAs. I wonder if this may be appropriate here also.

pursue the claim through the relevant EU authorites. At least then you will get closure one way or the other.