poor recognition of Oneworld status and pathetic response from Qantas CS

[schomers87]

accom at SYD is actually quite reasonable and affordable. not a bad option at all.

 

[ajw373]

Nope! But do airlines have a duty to get you to your destination when they said they would?

You clearly have never read the terms of a ticket, as this is one thing they don't have to do. All they agree is to get you from A to B (at some point in time)

As for the OP's rant (ok issue) by the looks of it their travel was US government official business in which case I would be certain that the travel was booked through a travel agent. So I wonder if the OP considered call up the travel agent, because at the end of the day they are a customer of the travel agent not the airline.

 

[Austman]

I'd need to pull my last eticket out but I am almost certain the conditions on it state that flight times etc do not form part of the CoC, and are not guaranteed.

You clearly have never read the terms of a ticket, as this is one thing they don't have to do. All they agree is to get you from A to B (at some point in time)

More misinformation. This is what is on my latest Qantas domestic e-ticket:

Carriage on Qantas or QantasLink is subject to our full Conditions of Carriage at qantas.com/carriage.

Delays and Cancellation: If travelling on Qantas, we will use all reasonable efforts to depart on time, but we do not guarantee flight times. If your flight is delayed or cancelled, you may in some circumstances be entitled to assistance and/or compensation depending on your journey and applicable law.

So go to qantas.com/carriage then to Full Conditions of Carriage and read section 9, which your ticket is subject to, to see the full information about Delays and Cancellation.

Edit to add: Qantas themsleves called the OP's disruption a 'Delay' in an SMS (not a Schedule Change or Cancellation) so section 9.2 applies.

 

[ajw373]

More misinformation. This is what is on my latest Qantas domestic e-ticket:

So go to qantas.com/carriage then to Full Conditions of Carriage and read section 9, which your ticket is subject to, to see the full information about Delays and Cancellation.

Nope it is not miss information. You said Qantas has a duty to get you to your destination when they said they would. This is NOT the case.

Indeed you posted the link above where it says so.

I draw your attention to 9.1 para a in particular

9.1 Schedule Changes and Cancellations by us
(a) Schedules Not Guaranteed

We will use our reasonable endeavours to operate in accordance with our published schedules. However, we do not guarantee the flight times and they do not form part of your contract of carriage with us.

Though yes further on it does say if flights are late or cancelled they will

use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you
alternatively, if we are unable to rebook you on services acceptable to you, we will refund the applicable fare.

. This is a long way from your assertion that they have a duty to get you to your destination on time. They are saying, as I said they will get you from A to B, that is all.

The question here though was the delay for the OP significant, in Qantas's view to rebook? Qantas rightly or wrongly didn't think so.

 

[Austman]

Nope it is not miss information. You said Qantas has a duty to get you to your destination when they said they would. This is NOT the case.

Indeed you posted the link above where it says so.

I draw your attention to 9.1 para a in particular




Though yes further on it does say if flights are late or cancelled they will . This is a long way from your assertion that they have a duty to get you to your destination on time. They are saying, as I said they will get you from A to B, that is all.

The question here though was the delay for the OP significant, in Qantas's view to rebook? Qantas rightly or wrongly didn't think so.

I did edit my post. 9.1 deals with schedule changes. But Qantas themselves called the OP's situation a delay and then 9.2 applies. And in 9.2, yes they do have a duty to "use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you".

 

[Austman]

The question here though was the delay for the OP significant, in Qantas's view to rebook? Qantas rightly or wrongly didn't think so.

I agree that's the issue. It's nothing to do with fare classes etc. Qantas themselves called the OP's incident a delay but didn't implement 9.2 even though they could have. Later they did.

 

[ajw373]

I did edit my post. 9.1 deals with schedule changes. But Qantas themselves called the OP's situation a delay and then 9.2 applies. And in 9.2, yes they do have a duty to "use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you".

Even still it is far from your claim that they have "a duty to get you to your destination when they said they would"

As I said their only duty is to get you from A to B at some time (be it on the service you booked or another one) and if they cannot do that give you back your money. Anything else is a nicety and best effort.

 

[Aussie_flyer]

So I wonder if the OP considered call up the travel agent, because at the end of the day they are a customer of the travel agent not the airline.

Oh please the agent is selling the ticket on behalf of the airline. The passenger is certainly a customer of the travel agent yes, but you can't say they are not a customer of the airline! absurd statement

 

[ReLoad]

Just a quick response in relation to the original subject matter, I have usually found that recognition of OneWorld status with other OneWorld members is almost non-existent, have been very disappointed many times. Star Alliance seem to be far better at recognising status across their member airlines.

Interesting, certainly on some airlines(BA and AA in my experience) that is the case, but on others (CX for example) I have been treated very, very well. so I guess YMMV.

 

[ajw373]

Oh please the agent is selling the ticket on behalf of the airline. The passenger is certainly a customer of the travel agent yes, but you can't say they are not a customer of the airline! absurd statement

Maybe my wording wasn't quite right because yes you are a customer of the airline, but your are primarily the travel agents customer, and they are who you should turn to to sort things out. Especially if your issue involves multiple airlines like the OP. They give you emergency numbers numbers for a reason.

Worked a treat for me when I had the opposite situation to the OP where United cancelled a flight. The agent that my company had paid a premium to sorted it all out.

 

[GoldCanyon340]

As I said their only duty is to get you from A to B at some time (be it on the service you booked or another one) and if they cannot do that give you back your money. Anything else is a nicety and best effort.

Agree. The airline can put you on a train to get you from origin to destination, or a cruise ship in the OP's case.

 

[Austman]

Even still it is far from your claim that they have "a duty to get you to your destination when they said they would"

As I said their only duty is to get you from A to B at some time (be it on the service you booked or another one) and if they cannot do that give you back your money. Anything else is a nicety and best effort.

Ummm, there is a bit of a matter of their Customer Charter, too. They really go on about their commitment to punctuality and to handle delays correctly. Customer Charter | Qantas Number 2 and 3 on the list.

Commitment.. duty... not that much different to me. But I suppose I could have said they have a commitment...

 

[ajw373]

Ummm, there is a bit of a matter of their Customer Charter, too. They really go on about their commitment to punctuality and to handle delays correctly. Customer Charter | Qantas Number 2 and 3 on the list.

Commitment.. duty... not that much different to me. But I suppose I could have said they have a commitment...

But the issue is still the same. They only have to get you from A to B or give you back your money. As I said before anything else is a nicety.

 

[mannej]

But the issue is still the same. They only have to get you from A to B or give you back your money. As I said before anything else is a nicety.

I agree anything else is lip service really.

 

[ftm]

So an airline should have a spare plane everywhere in the world, just so there is a back up in case one has to be delayed 30 mins?

And they should also have a magic wand to scare away the nasty thunderstorms and fog that might delay a flight more than 30 mins?

Any suggestion that times should be binding are fanciful.

 

[amaroo]

Flying on a cheap ticket - then expecting an airline to assist your desire to catch the next flight on a competitor.......

IMHO not the smartest way to ticket international/connecting flights!

 

[Austman]

Agree. The airline can put you on a train to get you from origin to destination, or a cruise ship in the OP's case.

Rubbish. Show some examples of where Qantas (and this is about Qantas) has done this please.

But the issue is still the same. They only have to get you from A to B or give you back your money. As I said before anything else is a nicety.

Wrong again. The refund is only if the customer doesn't want to accept the Qantas offer of alternative services after Qantas makes endeavours to rebook the customer on the next available flight. I have many personal experiences with Qantas on this matter. A refund has always been the last resort.

So an airline should have a spare plane everywhere in the world, just so there is a back up in case one has to be delayed 30 mins?

And they should also have a magic wand to scare away the nasty thunderstorms and fog that might delay a flight more than 30 mins?

Any suggestion that times should be binding are fanciful.

I knew there would be a comment like this. Qantas say 30 minutes is a delay. Maybe they can't do anything about it, maybe they can. Who said the times are binding? Qantas have both Conditions of Carriage and a Customer Charter that specifies what they will do when delays happen. Qantas say they are committed to make endeavours to change flights to another Qantas service. In this case they could have made the change, but chose not to. It's not going to work in many situations, but with this one it could have.

Flying on a cheap ticket - then expecting an airline to assist your desire to catch the next flight on a competitor.......

IMHO not the smartest way to ticket international/connecting flights!

Cheap ticket? Competitor? The OP just wanted to get to Sydney on time. What price they paid and what they then did in SYD is pretty much irrelevant to the issue (getting to Sydney punctually). You need to buy a more expensive ticket to get punctuality?

And finally I agree it's not the smartest way, but why should that excuse Qantas for a fail on what they promise in their Conditions of Carriage and Customer Charter?

 

[amaroo]

Cheap ticket? Competitor? The OP just wanted to get to Sydney on time. What price they paid and what they then did in SYD is pretty much irrelevant to the issue. You need to buy a more expensive ticket to get punctuality?

I thought everyone knew this!

It's a diminishing line of service :-

Those that hold the lowest ticket = not much!

 

[Austman]

I thought everyone knew this!

It's a diminishing line of service :-

Those that hold the lowest ticket = not much!

Are you genuinely serious? It's never happened to me. Not even on sale or red-e fares. Post a few examples?

 

[drron]

Are you genuinely serious? It's never happened to me. Not even on sale or red-e fares. Post a few examples?

Anzac day 2-3 years ago.4 services from DPO were cancelled due to rain.One dash8 load were offered to be put on an extra service out of LST.I spoke to a few others and all that i spoke too had some status with QF.I was the lowest being a QP though I had my AA number in but still only a OWS.
Even though they went out of the way i was still over 4 hours late into MEL.Would have been great if I had had an international connection out of MEL.
Lesson-cough happens.