Grounds for complaint, last minute cancellation?

[Muppet655]

I've just had my flight on Qantas BNE-MEL 14:55 cancelled and been bumped to the 16:55 flight. I've been told this is due to a mechanical problem with the plane but, for the cynics, the flight was pretty thinly booked.

I paid a lot for the earlier flight in order to be back in Melbourne for an important dinner engagement. In fact I could have booked the 16:55 flight for just 6000 pts + fees but still chose to pay over the odds for the 14:55, because getting back for the dinner engagement was important.

I've been told by customer services that if I take the later flight they can't offer me compensation, as they'll have met their terms of service by getting me home the same day. They also told me there was no address for written complaints (I later found an address on this site).

I chose Qantas for their self professed "premium carrier" status and although I accept that sometimes planes can't fly as scheduled, I thought they might make more effort or offer some compensation, otherwise whats the point of flying with them over Tiger?

I'm a lowly silver status FF, so that's no help, but the reality is I'm going to make many domestic flights this year with work, and within a few years have a $20000 per annum flight allowance to use, experiences like these, or rather Qantas' "couldn't care less" attitude leave me wanting to actively avoid them in the future.

Is there any point in escalating my complaint beyond the unhelpful phone conversation I just had?

 

[nlagalle]

I've just had my flight on Qantas BNE-MEL 14:55 cancelled and been bumped to the 16:55 flight. I've been told this is due to a mechanical problem with the plane but, for the cynics, the flight was pretty thinly booked.

I paid a lot for the earlier flight in order to be back in Melbourne for an important dinner engagement. In fact I could have booked the 16:55 flight for just 6000 pts + fees but still chose to pay over the odds for the 14:55, because getting back for the dinner engagement was important.

I've been told by customer services that if I take the later flight they can't offer me compensation, as they'll have met their terms of service by getting me home the same day. They also told me there was no address for written complaints (I later found an address on this site).

I chose Qantas for their self professed "premium carrier" status and although I accept that sometimes planes can't fly as scheduled, I thought they might make more effort or offer some compensation, otherwise whats the point of flying with them over Tiger?

I'm a lowly silver status FF, so that's no help, but the reality is I'm going to make many domestic flights this year with work, and within a few years have a $20000 per annum flight allowance to use, experiences like these, or rather Qantas' "couldn't care less" attitude leave me wanting to actively avoid them in the future.

Is there any point in escalating my complaint beyond the unhelpful phone conversation I just had?

You were delayed by only 2 hours - hardly grounds for compensation of any kind. it's not like you were held overnight? Try Tiger next time and see what happens if their aircraft goes U/S.

What sort of compensation are you thinking you deserve?

 

[munitalP]

You were delayed by only 2 hours - hardly grounds for compensation of any kind. it's not like you were held overnight? Try Tiger next time and see what happens if their aircraft goes U/S.

What sort of compensation are you thinking you deserve?

LOL nlagalle, you know what I'm really wanting to post, but can't because of the rules... hehehe



munitalP

 

[Muppet655]

Steady on guys, I only asked if there was any point. I didn't make out I had any entitlement or expectation.

Sound like you guys might be working in the same Qantas call centre as the guy I spoke to, if I were Qantas I'd have plenty of stooges on here putting down reasonable questions too, and if 2 hours isn't a big deal why were they charging $300 difference for the flights, if they offer different flight times at different premiums and then at their fault fail to provide the flight as booked, then yes they have let me down, and I see it as reasonable that I would be refunded the difference. For lots of us 2 hours of time is very valuable, in my line of business if I waste two hours of someones time, they'd expect compensation.

At least if you book with Tiger you know it'll be cheap and that by getting the cheap flight you take a hit on the reliability/on-time record of the carrier, what exactly does qantas offer for its premium?

 

[markis10]

Muppet655, welcome to AFF, while I dont think compensation is in order, a polite letter to QF after the day explaining the situation including the extra cost paid to choose that flight may well result in an ex gratia token of some sort. Trying to get redress by dealing with front-line staff often fails.

 

[munitalP]

Muppet, Im presently sitting at NTL awaiting a flight to BNE then to MEL where hopefully I will hit the ground at 2255 tonight. My original NTL/MEL flight would have put me on the ground in MEL now.

Am I looking for compensation. No

Am I going to "write a letter complaining". No

Am I getting all out out of shape and thinking conspiracy. No

Am I flying Qantas. No

munitalP

 

[tuapekastar]

I think we can make a new forum member a little more welcome, and our responses to what is just a question a little less cynical can we not, even if we don't fancy his/her chances re their potential complaint?

Welcome to AFF Muppet655.

I think as you can see the general opinion is you're not going to have any luck on this one, and I agree. A 2 hour delay is not really much, and while I share your cynicism re the reason for the flight being cancelled, I do not think you'll get anywhere with this one.

 

[serfty]

I've just had my flight on Qantas BNE-MEL 14:55 cancelled and been bumped to the 16:55 flight. I've been told this is due to a mechanical problem with the plane but, for the cynics, the flight was pretty thinly booked.
...

Welcome to AFF Muppet655; is there any chance of you getting on the 15:55 flight - it is still operating.

It is showing as being sold out (J0 D0 I0 Y0 B0 H0 K0 M0 L0 G0 E0 ); however you can ask to stand by for it and may have a chance at a seat should some passengers not board.

 

[serfty]

As for the aircraft in question (VXD), it flew into BNE last night and has not travelled anywhere since.

It's current next flight is scheduled to be to PER tomorrow.

As for being undersold - no way - this is Friday afternoon on the "Golden Triangle".

 

[jsd]

what exactly does qantas offer for its premium?

A meal and drinks, a checked bag, frequent flyer points and Status credits.......Thats just a selection


You should be lucky that you were only delayed by 2 hours and wern't flying Tiger, I had a 5 hour delay in MEL, and I got a $5 voucher for the 2 cafes in T4, it got me a pack of chips and a bottle of coke (and I still had to pay $2)

 

[Muppet655]

I refer to my original question "Is there any point in escalating my complaint beyond the unhelpful phone conversation I just had?"

I guess you've all told me, with varying levels of wit and civility the same answer, and to the more polite and constructive amongst you I'm thankful.

To the others, a forum is a place to ask questions not be berated for asking them no matter how naive. I'm no conspiracist and I'm not bent out of shape, just a little sad to miss most of an important dinner, quite why people would want to defend a monopolising airline, or at least the industry focussed practices of the airlines so vehemently is beyond me. It's one thing to think I have no chance of recompense, it's quite another to think that entirely reasonable.

 

[nlagalle]

Steady on guys, I only asked if there was any point. I didn't make out I had any entitlement or expectation.

Sound like you guys might be working in the same Qantas call centre as the guy I spoke to, if I were Qantas I'd have plenty of stooges on here putting down reasonable questions too, and if 2 hours isn't a big deal why were they charging $300 difference for the flights, if they offer different flight times at different premiums and then at their fault fail to provide the flight as booked, then yes they have let me down, and I see it as reasonable that I would be refunded the difference. For lots of us 2 hours of time is very valuable, in my line of business if I waste two hours of someones time, they'd expect compensation.

I can assure you we don't . there are plenty of reasons why there is a price difference - demand, availability for starters. It has been discussed that they have an obligation to get you from A --> B. You would also note that your "cheaper" flight also had expensive fares on it too. On another front, what if your flight was delayed by weather? should you be entitled to a refund difference if the plane left 2 hours late?

If you think your 2 hours is bad, try catching Metro on a bad day!

 

[NM]

I've just had my flight on Qantas BNE-MEL 14:55 cancelled and been bumped to the 16:55 flight. I've been told this is due to a mechanical problem with the plane but, for the cynics, the flight was pretty thinly booked.

Keep in mind that sometimes an unserviceable aircraft can have impacts beyond the flight it was originally planned to operate. Its possible the unserviceable aircraft was planned to operate a different flight and Qantas chose to cancel your flight (as it may have had a light loading) and move the aircraft to the other flight that had the problem aircraft. All sorts of things are taken into account, including the number of passengers that will be affected, flow-on affects for other flights, how long they expect it to take for the naughty aircraft to return to service etc.

I know this does not get you home quicker, or compensate you for your dinner plans. But I expect its most unlikely that the flight was cancelled just because it was a light load. Too many flow-on affects with crews and later flights for that to happen. But is is possible that when a flight needed to be cancelled that they chose the one that would have least impact overall.

 

[munitalP]

I refer to my original question "Is there any point in escalating my complaint beyond the unhelpful phone conversation I just had?"

I guess you've all told me, with varying levels of wit and civility the same answer, and to the more polite and constructive amongst you I'm thankful.

To the others, a forum is a place to ask questions not be berated for asking them no matter how naive. I'm no conspiracist and I'm not bent out of shape, just a little sad to miss most of an important dinner, quite why people would want to defend a monopolising airline, or at least the industry focussed practices of the airlines so vehemently is beyond me. It's one thing to think I have no chance of recompense, it's quite another to think that entirely reasonable.

The thing is muppet, you are not alone in your plight. As I pointed out, Im on cancelled DJ flights, I too have things to do tonight, but, when an aircraft is broken, its broken and unless you are an aircraft engineer, there's sweet FA you can do about it.

The general reply here is feel lucky its only 2 hours. Im presently delayed 6-7 hours due to mechanical failure, Josh pointed out a flight that was 5 hours delayed. Just because we roll our eyes at someone who's first post is a moan and groan over a 2 hour delay, you don't need to then start accusing people of being Qantas stooges (however you put it).

Have a look at http://www.australianfrequentflyer....-velocity/my-week-hot-cold-service-28051.html

We all suffer delays regardless of airline, and Im sure we are all very sorry you are going to miss your dinner appointment, but, cough happens and really QF have tried to help your situation the best they can

munitalP

 

[Sprucegoose]

Muppett I don't believe you have grounds for complaint, however if it makes you feel better, vent your spleen.

As experienced travelers here will attest, no point blowing your stack over situations you can't change. But that's just experience.

Did you make your dinner? You would have got there by 2045, possibly?

No dinner is that important where safety could be compromised otherwise it could well be your last!!

 

[nlagalle]

To the others, a forum is a place to ask questions not be berated for asking them no matter how naive. I'm no conspiracist and I'm not bent out of shape, just a little sad to miss most of an important dinner, quite why people would want to defend a monopolising airline, or at least the industry focussed practices of the airlines so vehemently is beyond me. It's one thing to think I have no chance of recompense, it's quite another to think that entirely reasonable.

I apologise if I was a bit abrupt - and we aren't defending QF, but you can't do much if an aircraft goes U/S (as opposed to cancelling the flight due to light loads - remembering that that aircraft probably had an onwards flight after yours too that will be affected).

Had you been delayed overnight for the same thing - then yes you would have had right to some recompense.

 

[el_rooto]

Did you make standby on the 15:55 flight?

 

[bat21]

I've just had my flight on Qantas BNE-MEL 14:55 cancelled and been bumped to the 16:55 flight. I've been told this is due to a mechanical problem with the plane but, for the cynics, the flight was pretty thinly booked.


I've been told by customer services that if I take the later flight they can't offer me compensation, as they'll have met their terms of service by getting me home the same day. They also told me there was no address for written complaints (I later found an address on this site).


Is there any point in escalating my complaint beyond the unhelpful phone conversation I just had?

Welcome to AFF Muppett655 and the inherent helpful advice when the elders consider it to be beneath their calling. To get good advice, you need to fit in with those 2 or 3 % of members and include lots of fancy letters like VXD, LAL, WTF, J, K, BNI, PIA etc along with listing your 25 different "FF" programs you belong to (thanks to your work) to really impress.

In the norm, this is the best forum group to belong to as the advice is mind boggling and will certainly save you money and time. You just have to ignore the grandstanders.

In your case, which was similar to one I had although I was moved from an afternoon flight to a red eye horror. I just wrote a letter via the website to the big Q explaining the inconvenience their change cost me and lo and behold, I was refunded some of my incidental expenses which I was not expecting.

Bat21
QGG & QC

 

[markis10]

Welcome to AFF Muppett655 and the inherent helpful advice when the elders consider it to be beneath their calling. To get good advice, you need to fit in with those 2 or 3 % of members and include lots of fancy letters like VXD, LAL, WTF, J, K, BNI, PIA etc along with listing your 25 different "FF" programs you belong to (thanks to your work) to really impress.

In the norm, this is the best forum group to belong to as the advice is mind boggling and will certainly save you money and time. You just have to ignore the grandstanders.

In your case, which was similar to one I had although I was moved from an afternoon flight to a red eye horror. I just wrote a letter via the website to the big Q explaining the inconvenience their change cost me and lo and behold, I was refunded some of my incidental expenses which I was not expecting.

Bat21
QGG & QC

Welcome to AFF Bat21, with over 20000 members I think you will find some diversity in terms of advice and views here, its certainly our aim as moderators to ensure the argument is attacked/discussed in a constructive manner no matter how we came to be here or how we gained the experience we all have to share.

 

[JohnK]

Welcome to AFF muppet655!

You were delayed by only 2 hours - hardly grounds for compensation of any kind. it's not like you were held overnight? Try Tiger next time and see what happens if their aircraft goes U/S.

Personally I think there is a valid point.

Flight A is on sale for $184 and flight B is on sale for $104. I book flight A as it is going to get me home earlier but when I get to the airport Flight A is cancelled and I am put on Flight B which is still cheaper but will get me there 2 hours later. And yes I know the situation can be the other way around but why wouldn't a person be entitled to a refund of the airfare paid?

One classic example is my usual SYD-BNE commute. QF does not sell any cheap red e-deals on Friday afternoon BNE-SYD from ~15:00 through to ~18:45. The cheapest airfare is $143, then $163 and then $184. The flight at 19:15 is $75. Now this is the case months in advance. So I book the ~16:15pm flight (as I need to be in SYD early) and pay $184 for the privilege. That flight is then cancelled and then I am offered a seat on the 19:15 flight with no difference in the aifare. Sounds totally wrong. And don't tell me I am taking the risk by booking the expensive flight only to have to accept the cheap flight. There was a valid reason I booked the expensive flight and not the cheaper flight.

Another example is I pay a premium to travel in economy on QF1 SYD-BKK. For some reason the flight is cancelled and QF offers to take me there on QF266 with no offer of compensation. Yes they are offering to get me from SYD-BKK but surely you are kidding trying to compare the 2 airlines.

I refer to my original question "Is there any point in escalating my complaint beyond the unhelpful phone conversation I just had?"

Personally I think you should provide QF with feedback of your situation with as many details as possible.