QF PER/BME Cancelled flight

[Kevin Hatherley]

we were scheduled to fly Perth to Broome 18/2/18. Advised by text message 17/2/18 our flight was cancelled due to cyclone over Broome, now flying 19/2/18 0555 hrs. Rang Qantas to confirm and were informed we could claim $200.00 for overnight accommodation and $30.00 meal allowance, to keep our receipts and claim from Qantas desk in Broome. Advised in Broome upon our return that we couldn’t make this claim.

 

[JohnK]

Welcone to AFF.

Do you any record of the conversation? A name of the person that gave you that information.

Worse case scenario is that all conversations are recorded so you can ask for SQA review or even request a copy for yourself.

 

[mannej]

As an initial point there is no need to post the Booking reference, as coupled with your surname it could be exploited by someone malicious.

 

[MEL_Traveller]

we were scheduled to fly Perth to Broome 18/2/18. Advised by text message 17/2/18 our flight was cancelled due to cyclone over Broome, now flying 19/2/18 0555 hrs. Rang Qantas to confirm and were informed we could claim $200.00 for overnight accommodation and $30.00 meal allowance, to keep our receipts and claim from Qantas desk in Broome. Advised in Broome upon our return that we couldn’t make this claim.

Ordinarily for weather related delays an airline is not responsible for accommodation and meals (some exceptions exist for example in the EU).

It's just one of those things that passengers will be responsible for.

The only potential get out might be of Qantas was the only airline not flying that day... and they didn't fly because of reasons other than caused by weather.

It looks like the Qantas agent might have got confused between your rights in a weather delay and a delay for which QF was responsible. Or maybe the Broome desk got confused? Anyway - worth another try by sending in your statement and claim direct to QF (rather than Broome airport)

 

[Kevin Hatherley]

As an initial point there is no need to post the Booking reference, as coupled with your surname it could be exploited by someone malicious.

A customer

Ordinarily for weather related delays an airline is not responsible for accommodation and meals (some exceptions exist for example in the EU).

It's just one of those things that passengers will be responsible for.

The only potential get out might be of Qantas was the only airline not flying that day... and they didn't fly because of reasons other than caused by weather.

It looks like the Qantas agent might have got confused between your rights in a weather delay and a delay for which QF was responsible. Or maybe the Broome desk got confused? Anyway - worth another try by sending in your statement and claim direct to QF (rather than Broome airport)

thanks Mel
We agree that the Qantas Agent may have been confused with the information he gave us. However we did avail ourselves of this offer rather than spend an uncomfortable night at the airport waiting for the rescheduled flight
Will give your suggestion a go. We are still awaiting a reply to our email sent to qantas customer care service 28/2/18

 

[MEL_Traveller]

thanks Mel
We agree that the Qantas Agent may have been confused with the information he gave us. However we did avail ourselves of this offer rather than spend an uncomfortable night at the airport waiting for the rescheduled flight
Will give your suggestion a go. We are still awaiting a reply to our email sent to qantas customer care service 28/2/18

That's the difficult thing with airlines offering $$ for accommodation and food rather than actually providing you with a physical pre-paid voucher.

I always treat the 'promise to pay' as if it were my own money... just in case they made a mistake and don't pay up

 

[maroonone]

I had a weather delay out of BNE earlier this year - had a hotel voucher for first night but needed a second night where I was advised on the phone to just send in the receipts which I did and was paid within 5 days. No meals were provided after first morning breakfast. I am sure other affected airlines were not so generous.

 

[Mattg]

According to Qantas' conditions of carriage, it depends whether this was an event "beyond Qantas' control" as to whether they need to pay for accommodation expenses:

9.2 Late or Cancelled Flights (Events Beyond Our Control)
Where your flight is delayed or cancelled as a result of an Event Beyond our Control, whether you have checked in or not, we 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.

We will not be responsible for paying any other costs or expenses you may incur as a result of the delay or cancellation, except as otherwise provided in these Conditions of Carriage or required by applicable laws.

If it does not fall into this category, Qantas should pay for accommodation and meals during the delay.

Having said that, it is very very poor for one Qantas staff member to promise that accommodation and meals will be paid for, then for QF to renege after the OP has already paid for this out of their own pocket. If expenses were not going to be reimbursed then Qantas should never have said they would.