Poor Customer Service after Bad flight US- Sydney

[travellinmumberry]

I booked a return flight SYD-PWM directly online with Qantas. I booked and paid for extra legroom seats. On the return journey due to a delay on an internal flight in US we were re routed and ended up with United Airlines all the way back to Sydney which was, quite frankly, a shocking experience. The delay was down to a United internal flight hence why we ended up with them. But I still believe Qantas should have some responsibility to 1) award us with frequent flyer miles (which they haven't) and 2) reimburse the extra money paid for leg room seats.
I sent a request for these through customer service forms and had no reply after 4 weeks so I sent it again. (Both were auto acknowledged so I know they went through). After 30 days I received an impersonal form letter 'sorry for your inconvenience due to a delay'.
I have emailed Qantas frequent flyer to express my disappointment at the slow and inadequate response and tried to copy this in to Vanessa Hudson but the email bounces back. Does anyone know the email address for Qantas executives. I understand that they cannot be held responsible for United Airlines terrible product but as a loyal Qantas customer and Club member who has booked direct with them I think the least they could do is a personal response and give us the frequent flyer miles we should have earned as well as money back on a product we didn't receive.

 

[opusman]

If you don't get a refund from Qantas for the extra leg-room seats you could lodge a chargeback with your credit card provider, as the services you paid for were not supplied.

Regarding the extra FF files you think you're entitled to - this would be up to QF to decide if it was warranted.

 

[OzEire]

This seems to be another example where as soon as a pax 'accepts' an alternate option the airline interprets that the pax has also agreed to give-up the orig 'contract'. It is simply not good enough.

 

[TomVexille]

By all means you should be able to claim ORC (original routing credit), as well as a refund for extra legroom seat as the following condition applies IMO.

b) there is a flight disruption causing you to be moved to another flight and Qantas is unable to seat you in a suitable alternative on your new flight

null

 

[mannej]

I booked a return flight SYD-PWM directly online with Qantas. I booked and paid for extra legroom seats. On the return journey due to a delay on an internal flight in US we were re routed and ended up with United Airlines all the way back to Sydney which was, quite frankly, a shocking experience. The delay was down to a United internal flight hence why we ended up with them. But I still believe Qantas should have some responsibility to 1) award us with frequent flyer miles (which they haven't) and 2) reimburse the extra money paid for leg room seats.

Was the feedback to QF constructed in a clear and concise manner, highlighting the issue and solution without superfluous fluff?

I sent a request for these through customer service forms and had no reply after 4 weeks so I sent it again. (Both were auto acknowledged so I know they went through).
After 30 days I received an impersonal form letter 'sorry for your inconvenience due to a delay'.
I have emailed Qantas frequent flyer to express my disappointment at the slow and inadequate response and tried to copy this in to Vanessa Hudson but the email bounces back. Does anyone know the email address for Qantas executives. I understand that they cannot be held responsible for United Airlines terrible product but as a loyal Qantas customer and Club member who has booked direct with them I think the least they could do is a personal response and give us the frequent flyer miles we should have earned as well as money back on a product we didn't receive.

As it has been mentioned, for the points you need to request the Original Routing Credit (ORC)

For the seat, quote the relevant term here (9b and 9c).

FWIW name dropping or cc'ing an executive isn't going to get you far IMHO.

 

[eastwest101]

Would also be interested to hear when you get a refund for the extra legroom seating from Qantas. When you get the original routing credit or a decision about this please also let us know travellinmumberry

 

[travellinmumberry]

Thanks for the feedback everyone, and yes the original requests were concise and no 'fluff' or emotion.
The only thing is, I didn't know the term ORC which may be useful in any further communication.
At this stage the only response remains the generic 'sorry for the delay' letter. Two forms have had no response.
I have submitted a fourth customer care form and am still awaiting a reply.
I will keep you informed, and thanks again for the information and help.

 

[travellinmumberry]

Still waiting, now 2 months since I first contacted customer care. I have contacted them again several times and tried via Facebook as well with no result. No refund on the extra legroom seats and no points for the ORC. ( Does anyone have any other suggestions for strategies that have been successful in resolving these issues in the past?

 

[drron]

So you have asked for Original Routing credit from QF?
If so there is no reason why it should not fixed ASAP.
In May my US flight PHL-CDG went tech.After telling the US agents I wanted an original AA rep to fix the problem we were rerouted via EWR to ORY the TATL segment on BA.Miles were posted immediately.
More like your problem on our last trip missed connection MIA-NAS and no space on last flight of the day so put on Bahamas Air in Y-originally booked in J.Filled in the AA online form which now doesn't allow much info.In 48 hours an email denying request.Replied straight away asking for ORC and within 24 hours the points were in our AA accounts.
That really is how it should be done.
So keep posting on FB and ? Twitter which will be seen by more people probably.Just ask why ORC is so hard to process.

 

[Red Roo]

Still waiting, now 2 months since I first contacted customer care. I have contacted them again several times and tried via Facebook as well with no result. No refund on the extra legroom seats and no points for the ORC. ( Does anyone have any other suggestions for strategies that have been successful in resolving these issues in the past?

Sorry to hear of this unhappy experience, and that it's taken longer than usual for resolution.

Please send me a private message with your details, including any relevant file numbers, as reference.

 

[drron]

Sorry to hear of this unhappy experience, and that it's taken longer than usual for resolution.

Please send me a private message with your details, including any relevant file numbers, as reference.

Welcome back Red Roo.I hope you enjoyed your break because It appears you might be busy.But let's hope 2016 gets better.

 

[travellinmumberry]

Yay! Qantas have sorted out the points (in December) and the refund of legroom seats. My own error meant that I missed the refund as it was an old credit card but it is with the bank as of last week.
I have learnt from this experience that the quickest response, which also led to me talking directly to a very helpful customer care representative, was from Red Roo on this forum via pm.
Thank you forum members and Red Roo.
And to end on a further happy note, we just had a very comfortable return flight to NZ with Qantas and thoroughly enjoyed the Qantas lounge in Wellington- highly recommend it.

 

[OzEire]

Good one Red Roo.

 

[TomVexille]

Good to hear you got the correct outcome