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QF Compensation

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Flying Fox

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Following on from another current thread, I was wondering if people would be open/interested in a thread only about QF Compensation. I open this for discussion with the view to get a broad overview of what is reasonable/consistent compensation for any given situation.

Of course anything involving a non-disclosure clause should not be shared.

I was thinking of a simple format of -

Problem/Issue -

Eg. Pre-order a Vegan meal and none was available on QF1.

Compensation Given -

Eg. After contacting QF Customer Care I was issued a $100 QF voucher.
 

anna2103

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Problem: Limo transferred service which was prebooked cancelled as QF changed their policy
Compensation: I got 10,000 points.
My view: Annoying but reasonably fair outcome.
 

Quickstatus

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Problem: Skybed MKII droop. SYD-LAX

Compo: 15000 points

As Qantas says : points do not have a monetary value. But by another measure: Almost a one way J SYD-MEL

But I paid $4k for that legand got equivalent 20% in compo.

I let it slide
 

Teejay

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Getting any kind of compensation - even a meaningful reply from Customer Care - would be a dream for me. Any clues on how to make Qantas listen and answer would be gratefully received
 

MEL_Traveller

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Problem: Limo transferred service which was prebooked cancelled as QF changed their policy
Compensation: I got 10,000 points.
My view: Annoying but reasonably fair outcome.

I think AFF had a large part to play in the compensation offered for limo services! IIRC it was somewhat worse when first announced.
 
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Problem: involvement in a first aid incident. Moved seat from exit row to accomodate a doctor next to the patient. Also lost my headphone adapter because I left it plugged into the seat.

Compensation: bottle of fairly average SSB.

Seriously though, I expected no compensation at all from my involvement in that incident, and post this very much tongue in cheek.
 
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samh004

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Getting any kind of compensation - even a meaningful reply from Customer Care - would be a dream for me. Any clues on how to make Qantas listen and answer would be gratefully received

I find it can very much depend on how you word your message to them, such as you don't want to write an angry email to them as they're not going to react as well. As for who to contact, when I had a problem a few years ago I explained it calmly to Alan Joyce, sure it wasn't answered by him, but it was noticed. AFF would also be a good place to get through to the right person, Red Roo is very approachable about issues.
 

juddles

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.... I was wondering if people would be open/interested in a thread only about QF Compensation.........a simple format of .....Problem/Issue -..Compensation Given -......

Flying Fox, I think it is a good idea, and hopefully it sticks to roughly that simple content. My fear is that it could get hijacked by individuals still fighting cases. Can we please make it about finalised issues - where the flying member has either been satisfied, or given up and ¨let it go¨. :)
 

Flying Fox

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Flying Fox, I think it is a good idea, and hopefully it sticks to roughly that simple content. My fear is that it could get hijacked by individuals still fighting cases. Can we please make it about finalised issues - where the flying member has either been satisfied, or given up and ¨let it go¨. :)

Thanks

Good point about this becoming a list of 'current' cases vs 'finalised' cases.

I'm sure that the moderators will be able to assist with keeping this thread on course.
 

Flying Fox

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Problem/Issue -

Family (6 of us) was flying to BNE on holidays ADL-SYD-OOL. All bags and booster seats made it except for one bag with all my clothes (however, this was probably the best bag to be left behind). All this on Christmas day!

Compensation Given -

Was supplied with an emergency overnight kit (PJs, toiletries etc) at the airport. Was sent either a $100 or $200 prepaid Mastercard about 2 weeks later.
 

RooFlyer

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This was a couple of years ago.

Issue: Colleague and I, both in fully flexible J, both Plats arrive at QF SFO check in for flight to Australia on QF metal. We had arrived off an Air Canada connection, which was late. We arrived at check in thinking we had made it, although right at the end of check in time. We thought QF would know that the AC flight had landed and we would be on our way (the AC flight is shown under our bookings, at least on what we can see on line under 'Your bookings' - I assume QF staff can see at least as much).

When we arrived, there was one pax there being checked in (bag on scale, BP being issued); there was no 'flight closed' or similar sign illuminated. When we came to the counter, there was obviously some issue as we handed over our passports (the check in guys looked at each other...). We were never told that the flight was closed, as it clearly wasn't, but there was a call made and we were immediately offered accommodation, meals and US$500 voucher if we agreed to go on the next day's flight. Else they could get one of us on in J and one in Y on the current flight. To be honest, neither of us were in a hurry and an extra day in SFO on Qantas appealed. So we readily accepted the offer and didn't grill them as to what the heck was going on.

We assumed that they had bumped us, assuming we weren't going to show, but were caught out when we showed at the last minute. And yes, we were within the checking-in time window.

Outcome: For partly 'voluntary' off-loading till the next day's flight, strongly suspected to be a mistake by the check in staff: US$500 voucher, re-imbursement of decent airport hotel room, re-imbursement of meals taken at the hotel. An added bonus was that since it was a voucher issued in the US, it was redeemable for cash :)

Satisfied, but would have been vastly different attitude if we weren't so relaxed about the timing and if SFO wasn't such a nice place to goof off in.
 

bismarck

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Early last year

Problem: Needed to be in Melbourne for a 2-day workshop. Booked on the 7am (I think) flight. Heavy fog in MEL meant we circled for a while and then flew back to SYD as they didn't have enough fuel and had to wait until the 10:30ish flight. Didn't get to MEL until 12 and missed most of my workshop.

These things happen so while I was annoyed, I didn't really think it was QF's fault.

Outcome: Sent message to QF care expressing my frustration....not really expecting anything but received an apology and (about) 10k QF points.

Perfectly satisfied as I didn't really expect much at all.
 

Bolthead

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Following on from another current thread, I was wondering if people would be open/interested in a thread only about QF Compensation. I open this for discussion with the view to get a broad overview of what is reasonable/consistent compensation for any given situation.

Of course anything involving a non-disclosure clause should not be shared.

I was thinking of a simple format of -

Problem/Issue -

Eg. Pre-order a Vegan meal and none was available on QF1.

Compensation Given -

Eg. After contacting QF Customer Care I was issued a $100 QF voucher.

Great idea Flying Fox, another suggestion. Perhaps we can open this to all Problems/Compensations with all airlines considering it is in the Open Discussion section. It may then give you a snapshot of the different types of Compensation different airlines offer in the same thread. Just a thought...
 

Himeno

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The only time I've "needed" compensation from QF was the first time I flew with them. CBR-MEL, morning flight. Got cancelled, they moved everyone to the earlier flight, then called the wrong number. Arrived in time for the cancelled flight. They let me in the Qantas Club while waiting for a stand by seat.

Otherwise, last year at DXB. BA screwed up and caused a missed connection to QF and a 24 hour delay. QF got me a hotel for the day, although I was quite content to stay in the EK lounge.
 
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