Poor flying experience with QF, even worse customer service!

[under the radar]

gotta love this society we have become...EVERYTHING needs to be SPECIFICALLY stated in a CONTRACT/LAW.....if not..we MUST be compensated/sue/whatever!!!!..peel it all back to the basics.... who should I seek 'retribution' from if I fall out of bed and hurt myself!! lol...cough HAPPENS...and businesses/people can only do their best to 'rectify' such situations...WE ARE FAR FROM PERFECT...WE ARE MERE HUMANS :shock:

 

[drewbles]

gotta love this society we have become...EVERYTHING needs to be SPECIFICALLY stated in a CONTRACT/LAW.....if not..we MUST be compensated/sue/whatever!!!!..peel it all back to the basics.... who should I seek 'retribution' from if I fall out of bed and hurt myself!! lol...cough HAPPENS...and businesses/people can only do their best to 'rectify' such situations...WE ARE FAR FROM PERFECT...WE ARE MERE HUMANS :shock:

We're turning into the USA, land of the litigious, unfortunately.

 

[samh004]

I'm sorry to hear of your woes fezel, I too wouldn't have been happy with being woken by a faulty entertainment unit on a flight to HKG.

who should I seek 'retribution' from if I fall out of bed and hurt myself!!

The bed manufacturer as they should have foreseen your predicament, and if not them, then the store that sold the bed as they should have tested it in all situations too.

But more seriously, as I've seen written here before, the contract of air travel is to get you from point A to point B. There are benefits listed, subject to availability, but they aren't guaranteed, we've all had aircraft swaps. Likewise, I'd imagine a hotel stay is a room to sleep in, somewhere deep down in fine print, and not health club access etc.

The world is such a tricky place...

 

[under the radar]

The world is such a tricky place...[/QUOTE]

indeed it is...and the one common denominator....HUMANS :shock:

 

[AnonymousCoward]

gotta love this society we have become...EVERYTHING needs to be SPECIFICALLY stated in a CONTRACT/LAW.....if not..we MUST be compensated/sue/whatever!!!!..peel it all back to the basics.... who should I seek 'retribution' from if I fall out of bed and hurt myself!! lol...cough HAPPENS...and businesses/people can only do their best to 'rectify' such situations...WE ARE FAR FROM PERFECT...WE ARE MERE HUMANS :shock:

OP booked a hotel based on the hotel having a pool. There was no pool available. OP tried to notify QF about this, and QF basically didn't care.

I'd be a bit unhappy about spending money on something that isn't what I was told it was, and then being fobbed off afterwards.

If you're not like that, then by all means, I have this magical widget here for you. Costs $10,000, does everything you could ever wish for. Please don't complain, sue or expect compensation if it doesn't work as advertised.

 

[MEL_Traveller]

But more seriously, as I've seen written here before, the contract of air travel is to get you from point A to point B. There are benefits listed, subject to availability, but they aren't guaranteed, we've all had aircraft swaps. Likewise, I'd imagine a hotel stay is a room to sleep in, somewhere deep down in fine print, and not health club access etc.

The world is such a tricky place...

that is an incorrect interpretation of the law as it stands in australia.

An airline ticket may* be a contract to get you from A to B, but there are plenty of other elements that can be incorporated into the overall contract you have with the carrier and are certainly not 'subject to availability'.

Contract law aside (which can sometimes be costly or complex to pursue) there are various other consumer protection laws which step in to make the situation easier to redress.

There are also strict penalties on companies for example for false advertising.


*i say 'may' because the formation of a contract for an airline ticket is still very much a gray area.

 

[mannej]

There was a problem with the IFE on my last QF flight. Thankfully I had my trusty iPad with me, even though I prefer to use IFE because it's not on my tray table then, it wasn't a big deal. Though if it was a long flight, I'd be pretty bummed.

Is this a systemic problem with QF? I keep seeing this complaint.

In simple terms, QF have two systems of AVOD on their international fleet. You have the Rockwell Collins systems on the 747's that aren't refurbed and the international 330's, and the Panasonic systems on the 380, 737 and the domestic 330's. The Rockwell Collins systems are prone to crashing (you don't hear much about it anymore) and seem less reliable than the Panasonic system.
I believed it was dubbed AVOiD in it's early days.

 

[under the radar]

thankyou to those who 'get me'

 

[mpkenz]

At least you got a response from Customer Service. I flew CBR-SYD-VLI in November. The International transfer lounge in Syd was chaos, no recognised queueing system, not enough buses for the number of transfers there. After our (Delayed) CBR-SYD flight we had to wait over 45 minutes for a transfer bus to International, and then with the wait in the Immigration queue, and then security check we got through with 29 minutes left to the scheduled departure. So I could not get my GST refund as it was within 30mins of departure. The Flight to VIla was actually another 60 mins before it was called, but as the time had not been updated on departure boards thats the time Customs use.
I have sent 3 emails to customer care, and to the customer care twitter account for so far no response.

 

[JohnK]

We can never compensate for such experiences, however I fully appreciate your disappointment regarding the issues raised and subsequent handling of your feedback to Customer Care and Hooroo.

I dont quite understand that statement.

From personal experience, and reports on AFF, I know that Qantas does compensate in cases where IFE is non-functioning, meals not served, seats faulty etc so why not make it consistent? The airfare isnt solely to get from A to B but includes a whole lot of extras which are included in the price. If you cant offer those extras then surely adequate compensation is necessary.

 

[Jos888]

QF82's on demand system wasn't working Monday with the system patched up to enable 3 films to be shown simultaneously 30 minutes into the flight. Two available music channels sufficed for the rest of the trip. Haven't lodged a complaint and no compensation was mentioned.

Was that the Sunday, or Monday night flight? Reason I ask is that I flew on QF77 Sunday (PER-SIN) which had the same problem. Just wondering if it was the same plane.

 

[mannej]

I dont quite understand that statement.

From personal experience, and reports on AFF, I know that Qantas does compensate in cases where IFE is non-functioning, meals not served, seats faulty etc so why not make it consistent? The airfare isnt solely to get from A to B but includes a whole lot of extras which are included in the price. If you cant offer those extras then surely adequate compensation is necessary.

I think RedRoo is quite clearly talking about the hotel experience, not the faulty IFE...

 

[samh004]

I dont quite understand that statement.

From personal experience, and reports on AFF, I know that Qantas does compensate in cases where IFE is non-functioning, meals not served, seats faulty etc so why not make it consistent? The airfare isnt solely to get from A to B but includes a whole lot of extras which are included in the price. If you cant offer those extras then surely adequate compensation is necessary.

I thought what Red Roo was getting at was that they can never make up for a bad experience! as in, you'd still have had a bad experience no matter the compensation amount. That's how I read it.

 

[DaveB]

Was that the Sunday, or Monday night flight? Reason I ask is that I flew on QF77 Sunday (PER-SIN) which had the same problem. Just wondering if it was the same plane.

The 330 got into Sydney Monday morning. Dont remember the plane name but left from Gate C17 at 7:30pm.

 

[mannej]

The 330 got into Sydney Monday morning. Dont remember the plane name but left from Gate C17 at 7:30pm.

Was it QPE by any chance? If so that did go up to SIN as QF77 over the weekend from PER.

 

[lovestotravel]

3000 points is an insult!

 

[DaveB]

Was it QPE by any chance? If so that did go up to SIN as QF77 over the weekend from PER.

It may well have been QPE as I remember seeing the name Port Lincoln. Two 330's were in adjoining gates and can't be positive not the other flight going to Melbourne from memory.

 

[drron]

3000 points is an insult!

Well valuing QFF points at 2 cents=$60.On JAL when IFE was inoperative everyone in J got a 10000 Yen voucher,those in Y 5000Y=$60.
And that was LHR-NRT.

 

[MEL_Traveller]

Well valuing QFF points at 2 cents=$60.On JAL when IFE was inoperative everyone in J got a 10000 Yen voucher,those in Y 5000Y=$60.
And that was LHR-NRT.

that's a very generous calculation!

most credit cards give 1 point per dollar spent - so that values points at a cent each.

given the double points promos out at the moment you have to halve that. Giving a compensation of $15.

In points. What can you do with 3000 points anyway?

 

[DaveB]

It may well have been QPE as I remember seeing the name Port Lincoln. Two 330's were in adjoining gates and can't be positive not the other flight going to Melbourne from memory.

Looked up flight aware tracker and turns out it was QPE - Port Lincoln that flew in from Perth arriving Sunday afternoon.
Hopefully they finally bothered to get it fixed before it flew back to Singapore Monday afternoon.