Flight Centre Customer Relations

[ethernet]

Hi,

Issue : 'D' Business Class downgraded to Economy, $15 compensation offered! - and that was after having been reminded. :evil:

Flight Centre Customer Relations recently advised they thought sending a cheque for $15 plus a voucher was reasonable for a ticketing error made by one of their agents. Error not spotted until person went to confirm a week or so early. PAX traveled ecomomy on both sectors, as no 'D's available on booked dates (too late to fix mistake).

I'd like to ask the experts what is the industry norm/practice for situations like this, and what would be the persons rights - in trying to achieve a fair outcome. I don't feel FC CR is on the ball with this one, as was previously informed FCCR is supposed to be good.

PM ethernet

 

[Travel Guru]

I'm not sure how they arrived at $15, but that's certainly not adequate.

Just so I can offer advice, let me clear it up, did you only get economy on one sector, or on all sectors?

What exactly was the voucher and amount of the voucher offered?

If you can let me know, as a one time FC employee, and a current TA, ill do my best to assist.

TG

 

[aus_flyer]

Where were you travelling?

On some domestic sectors, such as MEL-SYD vv and BNE-SYD vv, the difference between published fares for D and Y are quite small.

 

[Travel Guru]

Where were you travelling?

On some domestic sectors, such as MEL-SYD vv and BNE-SYD vv, the difference between published fares for D and Y are quite small.

True, but its doubtful someone would purchase a Y ticket, if it was domestic, though it sounds intl, i'd want the diff between the J and O fares refunded.

TG

 

[ethernet]

It was International, one way, from Asia, booked and paid for in Australia.
The price difference from economy (Y?) to D class was only $15 or so.
They sent out a cheque, then tried to sweeten it with a $100 voucher, then widened the scope of the voucher to any FC , not just the agency that messed up.

Overseas, frantic calls took place to rectify the issue.
FC could only suggest flying out on a different date, but this was not possible due to business requirements, but they did offer to fix up interconnections and the like and a hotel night. I don't think they liked it when told, no, have to be back at work Monday Morning. Come departure date, there were no last-minute D classes - not surprising given it was on a most busy holiday peak. There may have been a budget 1st Class option, but FC agent did not want to dip into his commission pool.

Person flew out Jetstar, and would have flown back Jetstar or other, but at the time, the extra $370 or so for a real airline seemed a super deal. Obviously the budget D class was a goer, but the full price economy Y? fare with a Malaysian stopover would never have been bought.

FCCR do not appear keen to advise pax what his entitlements or options are. But to send out a $15 cheque - what a shocker.

People on overbooked flights are sometimes compensated, so the question is, what is the compensation schedule or practice for agent error?

 

[Travel Guru]

There's no specified remuneration for agent error as such, but I can tell you when I was working for FC, if i'd made an error like that, it would have cost me more than $15.

I would recommend contacting the Department of Fair Trading, and lodging a written complain with them, as you/your friend obviously didn't get what you paid for, and the fact they didn't put you in a high class of business (J/C) or upgrade to first is a disgrace, and merely comes down to a desire to minimise loss for the agent, the store and the company.

It depends how far you want to take this, but if it were me, i'd CC flight centre into a copy of the fair trading letter, as well as CC'ing them into a copy of a letter to Today Tonight...it may achieve nothing, but it may just prompt a more generous response.

If they have sent something, i'd be sending it back with the letter, so that you've not actually accepted anything from them.

Good luck with it, let us know how you go.

TG