Non-reclining J seat: what compo should I ask for?

[whughes3]

An update: I submitted a request for a partial refund and have received a response saying I have to wait until travel on the booking is complete before I can do this. Does this sound right?

Edited to add: yes this is indeed correct according to the document cited above.

 

[calib]

Something similar happened to my wife, when departing Singapore earlier this year on Qantas Business.
At Singapore check-in she was offered a 75% fare refund and a $400 voucher due to a non-reclining seat for an overnight flight to Brisbane. This offer was reconfirmed by a staff member at the gate.
Of course in true Qantas style, they then refused to honour this upon her return to Australia. All they would provide is the $400 voucher.
We made multiple attemnpts to contact Qantas customer care to resolve, but they refused to honur their original offer.
Once we mentioned they were breaking a 'contract' as there was offer and acceptance, they would no longer repsond to any of my wife's messages. Maybe once we asked to speak with the legal department they are trained to never engage with the customer again.
Anyway, my wife now refuses to every fly Qantas again, so no great loss

 

[MEL_Traveller]

Something similar happened to my wife, when departing Singapore earlier this year on Qantas Business.
At Singapore check-in she was offered a 75% fare refund and a $400 voucher due to a non-reclining seat for an overnight flight to Brisbane. This offer was reconfirmed by a staff member at the gate.
Of course in true Qantas style, they then refused to honour this upon her return to Australia. All they would provide is the $400 voucher.
We made multiple attemnpts to contact Qantas customer care to resolve, but they refused to honur their original offer.
Once we mentioned they were breaking a 'contract' as there was offer and acceptance, they would no longer repsond to any of my wife's messages. Maybe once we asked to speak with the legal department they are trained to never engage with the customer again.
Anyway, my wife now refuses to every fly Qantas again, so no great loss

Unfortunate as you say, as it is stated policy.

You can still pursue it, and get the money, using the link posted above as evidence of your entitlement.

Did they give any reason for declining the compensation? For example suggesting the seat was fixed, or they moved your wife? It may be that they think the issue was resolved.

 

[AIRwin]

Something similar happened to my wife, when departing Singapore earlier this year on Qantas Business.
At Singapore check-in she was offered a 75% fare refund and a $400 voucher due to a non-reclining seat for an overnight flight to Brisbane. This offer was reconfirmed by a staff member at the gate.
Of course in true Qantas style, they then refused to honour this upon her return to Australia. All they would provide is the $400 voucher.
We made multiple attemnpts to contact Qantas customer care to resolve, but they refused to honur their original offer.
Once we mentioned they were breaking a 'contract' as there was offer and acceptance, they would no longer repsond to any of my wife's messages. Maybe once we asked to speak with the legal department they are trained to never engage with the customer again.
Anyway, my wife now refuses to every fly Qantas again, so no great loss

Credit card chargeback?

 

[calib]

Unfortunate as you say, as it is stated policy.

You can still pursue it, and get the money, using the link posted above as evidence of your entitlement.

Did they give any reason for declining the compensation? For example suggesting the seat was fixed, or they moved your wife? It may be that they think the issue was resolved.

No reason, other than that was all they were able to provide. We asked for it to be escalated to more senior managers, but hit with the same response.

Seat was not fixed, and it was a full cabin. My wife was travelling with our two daughters, so maybe they thought she'd switch with them. But in any event one of them had to travel with the broken seat.

I wish we knew about the 'policy' page on the Qantas website that was linked above, but really should it be up to us to scour through the Qantas website just to catch them out when they don't follow their own policies, whatever they may be? And in the end the Customer Care agents refused to respond to any more emails once we mentioned if we could talk with the legal department to resolve. Suspect they would have been more likley to know the written policies!

 

[calib]

Credit card chargeback?

It was one leg (the last leg) of a 6-leg international biz class itinerary, so not sure how CC chargeback could work in that instance? As only times I've done it have involved disputing the whole amount.

 

[dylarr]

I would create another case with Customer Care, sharing the link to the written policy and asking why it wasn't adhered to by Customer Care last time you reached out, despite being told at the airport that is exactly what you would receive.

https://www.qantas.com/agencyconnec...issues-and-refunds/involuntary-downgrade.html

Not sure what would happen with a chargeback given the partial refund, calculating the amount for that sector etc - but it's a good question.

 

[calib]

I would create another case with Customer Care, sharing the link to the written policy and asking why it wasn't adhered to by Customer Care last time you reached out, despite being told at the airport that is exactly what you would receive.

https://www.qantas.com/agencyconnec...issues-and-refunds/involuntary-downgrade.html

Not sure what would happen with a chargeback given the partial refund, calculating the amount for that sector etc - but it's a good question.

We'll think about it. We got bullied into submission last time after a dozen or so emails/requests for them to honour. Felt more like standard play from an insurance assessor!

 

[MEL_Traveller]

I would create another case with Customer Care, sharing the link to the written policy and asking why it wasn't adhered to by Customer Care last time you reached out, despite being told at the airport that is exactly what you would receive.

https://www.qantas.com/agencyconnec...issues-and-refunds/involuntary-downgrade.html

Not sure what would happen with a chargeback given the partial refund, calculating the amount for that sector etc - but it's a good question.

The chargeback is either all or nothing isnt it? So i’m not sure it would work in this circumstance.

 

[Gudetama]

Slight change of topic, but has anyone asked to travel on a different flight as a result of an inoperable seat? I'd rather travel a day late than lose a flatbed but I'm wondering if that's allowed or if they can force you to take the flight

 

[mviy]

Slight change of topic, but has anyone asked to travel on a different flight as a result of an inoperable seat? I'd rather travel a day late than lose a flatbed but I'm wondering if that's allowed or if they can force you to take the flight

Before the doors close there may be options but once the doors have closed you’re going on that flight.

 

[calib]

Slight change of topic, but has anyone asked to travel on a different flight as a result of an inoperable seat? I'd rather travel a day late than lose a flatbed but I'm wondering if that's allowed or if they can force you to take the flight

My wife was actually offered that as an option, but she was travelling with 2 children so was not viable to delay, but sounds like it would have been possible, availability permitting.

 

[mviy]

My wife was actually offered that as an option, but she was travelling with 2 children so was not viable to delay, but sounds like it would have been possible, availability permitting.

If there is space for points upgrades accomodating premium passengers who couldn’t travel on earlier flights due to a broken seat is one reason they will typically hold back some of these till the gate. It minimises the risk of needing to downgrade passengers again after upgrading them.