Unhappy With Qantas

[MEL_Traveller]

As do Qantas, as already mentioned up thread. Unfortunately the OP didn't call the same day so even Jetstar wouldn't refund either.



That's why I said it is a bit inequitable. But thanks for outlining precisely my point.

my friend's price match was determined as being fine 'next day' even though the booked the night before.

(in the end QF denied it for a wrong reason but they accepted to look at it even though it was not same day)

the issue is that 'same day' is probably unlikely to be binding. 'reasonable time' probably is (maybe not the full 24 hours). QF seems to be adhering to this.

i can understand 'same day' if a sale is released at midnight. that probably won't be eligible. but otherwise it should be ok.

 

[medhead]

my friend's price match was determined as being fine 'next day' even though the booked the night before.

(in the end QF denied it for a wrong reason but they accepted to look at it even though it was not same day)

As the conditions are worded it makes Qantas look tricky and mean. I'm sure Qantas management don't intend to be tricky and mean (deceptive even), the members of that group I've met are very good, but this policy is a really bad look.

 

[MEL_Traveller]

As the conditions are worded it makes Qantas look tricky and mean. I'm sure Qantas management don't intend to be tricky and mean (deceptive even), the members of that group I've met are very good, but this policy is a really bad look.

i edited my post while,you were responding... 'same day' could be relevant for situations where a sale is released at midnight. and they don't want a bunch of calls the day after they release a sale.

but sales aside, if you were comparing existing fare with existing fare then I don't think 'same day' applies.

and so by extrapolation, the same time should be given to other elements of the promise.

 

[JohnK]

With regards to the OP, QF did not make the double booking and they give some grace period to rectify the issue which was not used. There has to be a line somewhere, even though the circumstances are unfortunate.

I think calling Qantas within 12 hours of booking is more than acceptable.

I am not sure what Qantas will want to achieve by not refunding the money for the second booking. Draw a line in the sand?

 

[medhead]

i edited my post while,you were responding... 'same day' could be relevant for situations where a sale is released at midnight. and they don't want a bunch of calls the day after they release a sale.

but sales aside, if you were comparing existing fare with existing fare then I don't think 'same day' applies.

and so by extrapolation, the same time should be given to other elements of the promise.

True. Didn't think about sale fares. But I guess in the OP case verifying there were 2 bookings the same might overcome that hitch.

 

[plawson]

I am a long time reader and appreciate a lot of information I have obtained on this forum from those who contribute.

I guess I just want to have a rant about my latest Qantas experience.

I am loyal to Qantas as I have three close friends who work for the company. My partner and her team at work, also put 95% of their travel through Qantas.

On Monday night, due to a communication breakdown (I had not realised my Aunty was also booking my mothers flights) we each booked a return flight for my mother, Melbourne/Singapore, in November.

In the morning I emailed and faxed Qantas explaining the mistake, acknowledging that I was aware of the fare conditions, hoping for a little compassion, given my mother does receive a pension and can not afford the two airfares.

Given she would still be flying on the flights, I was sort of hoping or maybe wishing that they would refund one of the fares, especially given it was requested 12 hours later. They can even keep the $30 credit card fee.

To my surprise, I received a response 3 hours later. This was a generic response advising of the fare conditions, and not even having the courtesy to acknowledge some of the points I raised. If this was done, I would have felt a lot better thinking my claim was adequately considered.

I know the fare remains as a credit on my mothers account, but there is a change fee and as she is 74 and the Singapore trip may be her last travel as this is a trip we organised for her to go overseas. So the credit may never be used.

All I can say is, I understand why some people I know no longer fly Qantas. In my opinion they do not care about customers, especially in these circumstances of an honest mistake.

Despite my friends who work for this company, it may be time to fly other airlines.

Qantas, you have lost me and hopefully my partner.

Rant Over.

Can't believe constantly whinge about Qantas. Best airline ever. Don't always fly with them but streets ahead of the rest. The words 'communication breakdown' in your post say it all. Talk more is a start. And don't think it's different with other airlines. I am aware of a similar situation that occurred with Virgin and guess what? No joy there either. Bet you will be much more careful when next you book regardless of which airline or who you book for. xx_xx_ xx xx_ xx_x xx. xx x xx_xx_x xx_xx_? <redacted>

 

[Cruiser Elite]

Accept it and move on. Is it getting through?

WOW - first post and you are instructing others how they should act - that's not likely to endear you to general AFF community plawson - well not IMHO anyway.

But having said that - welcome to AFF - let's hope you might contribute some constructive material along the journey.

 

[medhead]

WOW - first post and you are instructing others how they should act - that's not likely to endear you to general AFF community plawson - well not IMHO anyway.

But having said that - welcome to AFF - let's hope you might contribute some constructive material along the journey.

I'm still laughing at the description of Qantas as the best airline ever to worry about the rest of the post. For everything Qantas do well, their failures mean they are not the best airline ever.

 

[zainman]

Is it getting through?

Really?????

 

[straitman]

Can't believe constantly whinge about Qantas. Best airline ever. Don't always fly with them but streets ahead of the rest. The words 'communication breakdown' in your post say it all. Talk more is a start. And don't think it's different with other airlines. I am aware of a similar situation that occurred with Virgin and guess what? No joy there either. Bet you will be much more careful when next you book regardless of which airline or who you book for. Accept it and move on. Is it getting through?

plawson,

You have a PM :!:

Also I suggest you look at Introductions including Recommended AFF Reading.

 

[burmans]

I'm still laughing at the description of Qantas as the best airline ever to worry about the rest of the post. For everything Qantas do well, their failures mean they are not the best airline ever.

He'd be in a sample of less than 10 if he thinks Qantas is the best ever, best in Australia I'd accept but its been a while since Qantas topped any polll on best airlines to fly with those who have a serious choice (i.e. outside Australia). Of course neither is it the worst!

 

[PaulC83]

Sorry to hear about your problem. I made the same mistake once (and it was for my mother as well), and I called up, using the plat FF number to get premium help desk, and they were able to sort it out (and this was "next day"). I think sadly it is pot-luck who you get when calling up, which annoys me as it means that it is the effort of the individual (and probably sometimes bending rules) that can ensure success, not the service commitment of the business. Unfortunately luck can play a part in these things.

 

[plawson]

LOL........Well that's 8 more than are unhappy with Qantas apparently.

 

[harvyk]

He'd be in a sample of less than 10 if he thinks Qantas is the best ever, best in Australia I'd accept but its been a while since Qantas topped any polll on best airlines to fly with those who have a serious choice (i.e. outside Australia). Of course neither is it the worst!

I have to say, I tend to have pretty big QF blinkers on, and not even I would be willing to be a member of that 10....

 

[BadgerBoi]

Can't believe constantly whinge about Qantas. Best airline ever. Don't always fly with them but streets ahead of the rest. The words 'communication breakdown' in your post say it all. Talk more is a start. And don't think it's different with other airlines. I am aware of a similar situation that occurred with Virgin and guess what? No joy there either. Bet you will be much more careful when next you book regardless of which airline or who you book for. xx_xx_ xx xx_ xx_x xx. xx x xx_xx_x xx_xx_? How can you give a true response if it gets edited for you?

Welcome to AFF. I can't tell you how much I look forward to reading your future posts

 

[medhead]

LOL........Well that's 8 more than are unhappy with Qantas apparently.

I wouldn't use the word unhappy to describe my feelings. Average, indifference, accepting, disappointed - maybe. Is there a word for not the worst and not the best?

 

[cambriamarsh]

I wouldn't use the word unhappy to describe my feelings. Average, indifference, accepting, disappointed - maybe. Is there a word for not the worst and not the best?

Average, in the true meaning of the word. Cheers

 

[eastwest101]

I wouldn't use the word unhappy to describe my feelings. Average, indifference, accepting, disappointed - maybe. Is there a word for not the worst and not the best?

As well as cambriamash's suggestion - I think the words you were looking for are 'indifferent'/'lacklustre'/'unremarkable' or maybe just 'meh'.

 

[medhead]

Case in point, in the Sydney domestic business lounge just now. Had to put aside the first plate because it was chipped, then had to put asides 2 knifes due to chunks of food caked on them. This didn't affect me, I'm not bothered by having to do this, other airlines have the same.

But it is not what I would expect of the best airline ever.

 

[maninblack]

Let's see if Emirates, Etihad or Cutter are still great airlines or even in existence in 80 years!

Btw not sure if they are 'great' airlines now as I've never flown on any of them.