- Joined
- Jul 13, 2011
- Posts
- 3,966
- Qantas
- Platinum 1
- Virgin
- Red
> I have recently utilised a number of Frequent Flyer Points to take my
> Partner on a Small Break to Fiji as she has been diagnosed with cancer and
> was in need of Cheering up.
>
> The Booking was Melbourne-Sydney-Auckland-Nadi in Buisness class Total Cost
> 100,000 points. Whilts the first flight that was taken was of an expected
> standard it all seemed to go down hill from there.
>
> On the initial flight in J the Curtain between J and Y was not closed and
> people were walking freely in and out of the cabin to utilise the toilets
> at the front of the aircraft whereby a small que formed at one stage with
> no effort from staff to prevent this.
>
> One of the features of the Qantas service is the Gate to gate entertainment
> system again we were disapointed that it took some time for the IFE to be
> switched on and then it was turned off some 20 minutes prior to landing?
>
> We arrived in Sydney and transfered to International and have to say
> enjoyed the First Class Lounge and its facilities. This is one of the
> reasons the route was taken so that my partner could experience this
> excellent lounge and its services.
>
> The flight to Auckland was in economy which was disapointing I enquired
> about possible seat availability in Business as we where advised at time of
> booking no seats where available hence the economy leg. Imagine our despair
> when we discovered that were indeed seats available in J class????. More
> disapointing was the aparent adhoc upgrade of atleast one person to J from
> Y. Very Dispoainting.
>
> Now the horror we arrive in Auckland to discover that the Nadi Flight was
> going to be late and whilst it is always inconvinient when such things
> happen I have travled enough to accept that these things do happen however,
> the lack of feedback and advise as to what was happening and the constant
> we will know soon and no answers as to what was happening to be
> unacceptable.
>
> The Qantas Lounge Closed and we where transferred to the Air NZ lounge
> which was appreciated however the NZ lounge staff were becoming increasing
> frustrated with the lack of Advise from Qantas and Air Pacific as to the
> length of dealy and the reason. Although we were initially advised in the
> lounge it was due to the flooding in Nadi.
>
> The initial time we were advised that the flight would depart was 10.30 pm
> we left eventually after 1.30 AM.
>
> The Plane arrived and we were advised there would be a further delay due to
> Engineering Problem. No One Knew what the problem was and even if we would
> be able to fly.
>
> The complete lack of information was very distressing especially for my
> partner who by this stage had been awake for close to 20 hours and was
> feeling the effects.
>
> Eventually we boarded the aircraft and found that the seats did not work
> properly there was no foot rest to enable a semi comfortable position to be
> obtained, as one would expect in Buisness class. The seats were of a very
> low standard. Disapointing for such a new aircraft and all the hype that
> has been put out about it by Air Pacific.
>
> Then again things got worse the Meal. Well lets say I wouldnt have fed it
> to a dog. I had the unfortunate choice of the Pasts awith sea food in a
> white sauce. This consisted of soggy pasta, rubber fish and soggy Calamari
> that was toatally inedible. That was the best part of the meal.
>
> Knowing that Qantas has a significant inveestment in Air Pacific the
> Expectations we had were much much higher than this.
>
> Also having enjoyed business and first on QF to London in Particular the
> one thing that has always been consisitent is the quality of Wines. Imagine
> my shock when presented with a glass of wine being poured from a bottle of
> Gossip Semillon Chardonay which is currently retailing for some $3.70 to
> $3.90 at dan Murphys here in Australia. I am absolutely Stunned and still
> in shock that this is how Qantas through its assocuate airlines could offer
> such a horrid experience, or is this a sign of things to come?
>
> As mentioned the purpose of the vacation was to give my partner a much
> deserved break, unfortunately we had a limited time scale. The delays that
> we experienced lead to a check in at our Hotel at 6.30 am the following day
> and after no sleep at this stage for more than 27 hours we ended up
> sleeping most of the day and lost this time. The stress created by it all
> along with the sheer dispaointment that we both felt has toatally ruined
> what should have been a wonderful time for us both.
>
> I would like to request a FULL refund of all points used on this trip both
> out going and incoming on the basis that Qantas failed to supply a level
> of service that should be expected from a J class Booking and also as a
> gesture of good will for thje losss of enjoyment and stress caused to my
> self and in particular to my partner.
Qantas Response.
> Please accept my sincere apologies for the disappointment you experienced
> with some aspects of your travel.
>
> I was concerned to learn that some passengers from the main cabin were
> utilising the Business Class toilet on your flight to Sydney. Our crew are
> asked to direct Economy customers to use the toilets at the rear of the
> aircraft however this is sometimes difficult to police as we are not always
> allowed to draw the curtain due to government regulation.
>
> As we were able to confirm only Economy seats on your sector to Auckland at
> the time of ticketing, in accordance with the terms and conditions of the
> Frequent Flyer program, we are unable to subsequently change these to
> Business seating, should it become available.
>
> I was very sorry to learn your Air Pacific flight encountered a
> considerable delay that you believe was not well handled. Again, please
> accept my apologies for the distress this must have caused so late at
> night.
>
> I was also concerned to learn of your comments regarding the catering on
> board the sector to Nadi and have relayed your feedback to our Alliances
> management team for their information.
>
> Mr xx_X, I hope you and Ms xx_X did manage to enjoy the break in Fiji,
> despite your delayed arrival, and I am sorry that I am unable to provide
> you with a refund of your points as you have suggested.
>
> Thank you for taking the time to write.
> Partner on a Small Break to Fiji as she has been diagnosed with cancer and
> was in need of Cheering up.
>
> The Booking was Melbourne-Sydney-Auckland-Nadi in Buisness class Total Cost
> 100,000 points. Whilts the first flight that was taken was of an expected
> standard it all seemed to go down hill from there.
>
> On the initial flight in J the Curtain between J and Y was not closed and
> people were walking freely in and out of the cabin to utilise the toilets
> at the front of the aircraft whereby a small que formed at one stage with
> no effort from staff to prevent this.
>
> One of the features of the Qantas service is the Gate to gate entertainment
> system again we were disapointed that it took some time for the IFE to be
> switched on and then it was turned off some 20 minutes prior to landing?
>
> We arrived in Sydney and transfered to International and have to say
> enjoyed the First Class Lounge and its facilities. This is one of the
> reasons the route was taken so that my partner could experience this
> excellent lounge and its services.
>
> The flight to Auckland was in economy which was disapointing I enquired
> about possible seat availability in Business as we where advised at time of
> booking no seats where available hence the economy leg. Imagine our despair
> when we discovered that were indeed seats available in J class????. More
> disapointing was the aparent adhoc upgrade of atleast one person to J from
> Y. Very Dispoainting.
>
> Now the horror we arrive in Auckland to discover that the Nadi Flight was
> going to be late and whilst it is always inconvinient when such things
> happen I have travled enough to accept that these things do happen however,
> the lack of feedback and advise as to what was happening and the constant
> we will know soon and no answers as to what was happening to be
> unacceptable.
>
> The Qantas Lounge Closed and we where transferred to the Air NZ lounge
> which was appreciated however the NZ lounge staff were becoming increasing
> frustrated with the lack of Advise from Qantas and Air Pacific as to the
> length of dealy and the reason. Although we were initially advised in the
> lounge it was due to the flooding in Nadi.
>
> The initial time we were advised that the flight would depart was 10.30 pm
> we left eventually after 1.30 AM.
>
> The Plane arrived and we were advised there would be a further delay due to
> Engineering Problem. No One Knew what the problem was and even if we would
> be able to fly.
>
> The complete lack of information was very distressing especially for my
> partner who by this stage had been awake for close to 20 hours and was
> feeling the effects.
>
> Eventually we boarded the aircraft and found that the seats did not work
> properly there was no foot rest to enable a semi comfortable position to be
> obtained, as one would expect in Buisness class. The seats were of a very
> low standard. Disapointing for such a new aircraft and all the hype that
> has been put out about it by Air Pacific.
>
> Then again things got worse the Meal. Well lets say I wouldnt have fed it
> to a dog. I had the unfortunate choice of the Pasts awith sea food in a
> white sauce. This consisted of soggy pasta, rubber fish and soggy Calamari
> that was toatally inedible. That was the best part of the meal.
>
> Knowing that Qantas has a significant inveestment in Air Pacific the
> Expectations we had were much much higher than this.
>
> Also having enjoyed business and first on QF to London in Particular the
> one thing that has always been consisitent is the quality of Wines. Imagine
> my shock when presented with a glass of wine being poured from a bottle of
> Gossip Semillon Chardonay which is currently retailing for some $3.70 to
> $3.90 at dan Murphys here in Australia. I am absolutely Stunned and still
> in shock that this is how Qantas through its assocuate airlines could offer
> such a horrid experience, or is this a sign of things to come?
>
> As mentioned the purpose of the vacation was to give my partner a much
> deserved break, unfortunately we had a limited time scale. The delays that
> we experienced lead to a check in at our Hotel at 6.30 am the following day
> and after no sleep at this stage for more than 27 hours we ended up
> sleeping most of the day and lost this time. The stress created by it all
> along with the sheer dispaointment that we both felt has toatally ruined
> what should have been a wonderful time for us both.
>
> I would like to request a FULL refund of all points used on this trip both
> out going and incoming on the basis that Qantas failed to supply a level
> of service that should be expected from a J class Booking and also as a
> gesture of good will for thje losss of enjoyment and stress caused to my
> self and in particular to my partner.
Qantas Response.
> Please accept my sincere apologies for the disappointment you experienced
> with some aspects of your travel.
>
> I was concerned to learn that some passengers from the main cabin were
> utilising the Business Class toilet on your flight to Sydney. Our crew are
> asked to direct Economy customers to use the toilets at the rear of the
> aircraft however this is sometimes difficult to police as we are not always
> allowed to draw the curtain due to government regulation.
>
> As we were able to confirm only Economy seats on your sector to Auckland at
> the time of ticketing, in accordance with the terms and conditions of the
> Frequent Flyer program, we are unable to subsequently change these to
> Business seating, should it become available.
>
> I was very sorry to learn your Air Pacific flight encountered a
> considerable delay that you believe was not well handled. Again, please
> accept my apologies for the distress this must have caused so late at
> night.
>
> I was also concerned to learn of your comments regarding the catering on
> board the sector to Nadi and have relayed your feedback to our Alliances
> management team for their information.
>
> Mr xx_X, I hope you and Ms xx_X did manage to enjoy the break in Fiji,
> despite your delayed arrival, and I am sorry that I am unable to provide
> you with a refund of your points as you have suggested.
>
> Thank you for taking the time to write.