What compensation have you received for a delayed or cancelled QF flight?

[mannej]

I flew QF 1 to London on 14 May which was due to be delayed 5 hrs but ended up being delayed 7 hrs and I missed my Fathers Funeral by 2 hrs. I had to email Qantas 3 times and call them twice before they offers me 10,000 FF points which was 2 weeks later. Frankly they were so hard to deal with I gave up. Now it sounds as if I should of pushed for more !

I am sorry to hear the news, however 10,000 points for a 7 hour delay is a fairly good result.

 

[Kendall Roy]

3 years ago had a 24hr delay ex LHR on QF32 due tech issues. We were accommodated and fed brekky the following day with a meal voucher for the hotel. Two weeks later, a $600 credit arrives in the mail (Y/PS). RdC of QF32 fame was the captain and handled the situation well (giving out mobile number etc...)

 

[petercr]

Twisting the questions slightly, what sort of compensation should one expect (if any) for a 24hr delay?

Our family was in LA in Feb and our onward flight to JFK was cancelled due to inclement weather (huge snow-storm was due to hit NY that night) and we were re-booked to the next day (on a packed 4-class nearly-falling-apart 744 ).

I've already filed a claim with our TI for the extra night's accom as were lucky they could put us up for another night and will hopefully get something back from that to cover the extra financial outlays but we were not alerted to the cancellation until I went to OLCI about 12hrs out... (is there any point having an international mobile # as a contact on a booking??)

It also took me about 4 weeks of emails to Customer Care and the assistance of Red Roo (thanks!!!) to get an acknowledgement of the canx of the original flight so I could proceed with the insurance claim.

 

[Criddo]

I have a very good experience with QANTAS. Last year my wife and I were on and Air Canada Flight which was 6 hours late arriving in Sydney meaning we missed our connecting Flights. My wife was booked Vancouver to Brisbane but using KRIS FLYER points I was only booked to Sydney with a separate flight booked Sydney/Bne/. QANTAS staff used their common sense and had us transferred seamlessly to the next available flight. A tick for excellent service for a problem which was not of their making.

I had to stay in hotels on two consecutive nights because of a cancelled flight in Santiago, and then in Auckland the next night due arriving too late to catch flights to SYD. Didn't cost me any money, but it's a day of my life I won't get back.

I have called and emailed but haven't had any response.

I think the class of the booking should surely be irrelevant, but I realise why that might not be true.

There must be some responsibility - it's not good enough to just say "at least you didn't fly on an unsafe plane".

 

[ChasingDaylight]

Had QF get back to me about a week (or less!) after I submitted my complaint as detailed earlier in the thread. Credited 10k FF points.

 

[Hvr]

Twisting the questions slightly, what sort of compensation should one expect (if any) for a 24hr delay?

Our family was in LA in Feb and our onward flight to JFK was cancelled due to inclement weather (huge snow-storm was due to hit NY that night) and we were re-booked to the next day (on a packed 4-class nearly-falling-apart 744 ).

I've already filed a claim with our TI for the extra night's accom as were lucky they could put us up for another night and will hopefully get something back from that to cover the extra financial outlays but we were not alerted to the cancellation until I went to OLCI about 12hrs out... (is there any point having an international mobile # as a contact on a booking??)

It also took me about 4 weeks of emails to Customer Care and the assistance of Red Roo (thanks!!!) to get an acknowledgement of the canx of the original flight so I could proceed with the insurance claim.

Given that Qantas cannot control the weather and you were provided with flights the next day I don't see why you should seek compensation from Qantas.

 

[BruceD1beach]

Hi, I've always been a happy Qantas frequent flyer (and TAA before that). My wife and I were travelling in Business Class in December 2009 - we'd travelled from Oslo to London to LAX with British Airways and got a late flight in a Qantas 747 from LAX. My favourite seats are 16J and 16K in the upper deck. After take-off the female pilot made an announcement that the flaps on one wing weren't working and that we'd be flying over the Pacific Ocean for a while we dumped fuel and we'd then make an emergency landing back at LAX. She warned us that in view of the malfunctioning flaps, the landing would be very fast. Fire Engines were beside us when we landed and apparently there was a small fire in the brakes from over-heating. Buses were arranged (by now it was about 1am) and we were taken to the Sheraton Hotel. After getting back to Australia we were sent 2 vouchers for $1000 each - so we had $2000 to spend on flights - we ended up using them for a flight to Norfolk Island and a few other smaller trips.

 

[petercr]

Given that Qantas cannot control the weather and you were provided with flights the next day I don't see why you should seek compensation from Qantas.

Well, given that others in similar situations with extended delays got some form of compensation , I just thought I'd ask... (I guess I should have said 'COULD maybe...') Even though we were put on the next QF flight, there was no proactivity on behalf of QF to let us know we'd been transferred to next day. It wasn't until I had a few minutes of mad panic and rang that I was told what had happened.
If I was travelling by myself it wouldn't have been such an issue but with 5 people to organise it was somewhat more chaotic getting things re-organised...

 

[SandyS]

Hi there,
This is my first post. Really interesting reading the big differences in customer service due to cancelled/delayed flights. This is my experience flying with the new Qantas/Emirates partnership.
Booked international economy return flights, for a family of four, through Qantas website at last minute due to a sudden family bereavement. Return journey, via Dubai with Emirates.

· Arrived 3 hours early at airport to what became a shambolic check in as the flight was delayed.
· Because of delay, we'd miss our connecting flight from Dubai to Australia and got really messed around, getting passed from counter to counter being told we'd been rebooked and then told we hadn't. We were calm the whole time until I eventually said, “You’ve got to be kidding” when we were sent to wait in yet another queue. Not really what you want when you’ve just been to your father’s funeral.
· Eventually, got told we'd been rebooked on flight from Dubai 24 hours later than the original and we'd been booked hotel accomodation etc and not to worry everything including meals etc would be taken care of on arrival at Dubai .
· Got on the plane (I hadn’t checked the boarding passes) and we’d been reallocated seats from the ones we’d originally booked and were given 4 seats all over the plane despite one woman having a middle row entirely to herself.
· Get to Dubai and get told at the customer service counter there’s no hotel booking for us as they hadn’t confirmed it and there’s nothing they can do for us and we aren’t allowed to stay in the airport for 24 hours. Get handed an Emirates customer complaint form.
· Get ourselves a cheap Premier Inn room and finally leave the airport after 4am.
· Flight to Australia next night (day) at 2am and again we don’t have seats together – teenagers each on their own.
· Get back to Australia and get really messed around with Qantas customer service. Have to keep emailing and calling until eventually told, rather curtly, we'd be reimbursed our costs (all in approx. $400 for 4 people) but really it was Emirates fault not Qantas and I have to expect teething problems! As if that's not bad enough, I'm still waiting for my refund over a month later! We did eventually get our points after a few phone calls because when Emirates rescheduled, they didn’t enter our FF number so Qantas apparently had no record of our flights. Compensation? A real grudging 2000 ff points and when I said I wasn’t happy with that, was told too bad. And I’m still waiting for my $400 out of pocket expenses!

[FONT=&quot]Well I was hoping to post an update saying everything had been sorted but unfortunately not. [/FONT]
[FONT=&quot]Nearly 7 weeks after landing back in Australia, I still don’t have the $116 each it cost us for overnight hotel accommodation and 1 evening meal each. Through Red Roo, customer service have called me a couple of times but only to be pretty rude and dismissive, treating me as if I’m trying to extort them. They gave me 2 Qantas Club passes for each of us and 5000 points but “only for you, you’re not getting anything for your travelling companions” Wow, I thought we were all fare paying passengers. I didn’t want any of this conflict. I certainly didn’t think, when we were all left stranded in Dubai, what a great opportunity it was to gouge something from Qantas. We stayed in a Premier Inn, which was the cheapest hotel I could think of at 4 am. When I read some of the stories where people have been treated well, I can’t understand what their problem is with me. I just want my expenses reimbursed but they just keep fobbing me off, never following up and when I asked to speak to a manager I was refused. Maybe she’ll call you next week sometime, were the exact words. We weren’t on some big holiday, we were travelling back from an unexpected funeral, so further expenses aren’t that welcome. I am really disgusted at the way these customer service staff have spoken to me. Since my flight originated in the UK, I’m going to make a complaint to CAA Passenger Complaints Unit as I don’t really know what else I can do.[/FONT]

 

[madrooster]

I am sorry to hear the news, however 10,000 points for a 7 hour delay is a fairly good result.

I received 10000 points for the following that occurred on VH-OQL:

1. USB seat power intermittently flickering on/off
2. IFE screen hinge broken (row 32 A380 swing-out arm type)
3. Coffee spill stains leftover on the side bin

Funny thing is I was on VH-OQL in the same seat 4 weeks earlier and it was all clean, working and not broken.

 

[shifty]

I volunteered to get bumped on an Emirates flight PER-DXB-LHR when I was younger.

What I received was;
- cab charge to go back home and one to use to come back to the airport
- out on the next flight and upgraded to J
- free return economy ticket from Australia to Europe to use within one year (used it about 6 months later)

 

[mannej]

I received 10000 points for the following that occurred on VH-OQL:

1. USB seat power intermittently flickering on/off
2. IFE screen hinge broken (row 32 A380 swing-out arm type)
3. Coffee spill stains leftover on the side bin

Funny thing is I was on VH-OQL in the same seat 4 weeks earlier and it was all clean, working and not broken.

I was delayed 10 hours between PER and HKG in 2009 due to a steering issue on QPI, didn't receive anything in compensation, so from that experience 10,000 points is a bonus.

 

[steve99]

I booked on Qantas flying to Shanghai in October 2010 to see the Expo. My return home from Shanghai via Hong Kong by Dragon Air was late in arriving (which seemed to be common) and so I and four other Aussies missed the connecting flight to Sydney on Qantas. We were given a taxi voucher to a hotel on the HKG mainland and about HKD30 for meals and the taxi back. Dragonair booked us on non-oneworld flights through Singapore so I arrived back home 15 hours later. We weren't told about the free phone call home to let people know why we weren't on the flight and only found out when we went to pay on checking out. Being on non-oneworld flights I forfeited the points I would have earned on the QF flight to Brisbane. We had about 3 hours sleep at the hotel to catch the early morning flight from Hong Kong. I approached Qantas to seek further compensation and I was told that I wasn't entitled to anything more. Although I am a bronze Qantas club member I was treated as whinging pleb and told to seek recourse from Dragonair even though I had booked through Qantas.

 

[AIRwin]

Being on non-oneworld flights I forfeited the points I would have earned on the QF flight to Brisbane.

See my post #24:

Red Roo had responded to my query on a similar situation recently:
http://www.australianfrequentflyer....am/qf35-cancellations-50014-2.html#post815827

You may wish to contact CX or QF to find out if you are still entitled to FF points or SCs for the original booking?

 

[Buzzard]

Mrs Buzzard & I were on a flight in June 2006 that was turned back to ADL from SYD due to the curfew. Arrived back in ADL about half midnight and transferred by coach to the Intercontinental. Gold class room, buffet breakfast inc champagne, coach back to the airport next afternoon. Qantas did a fabulous job. Flights were chaotic because Sydney was fogged in that day. Our only dissapointment was that we were on our way to a 50th and were going to buy a gift in Sydney Saturday morning which meant we showed up without a gift and we were pushed for time given the replacement flight got into SYD about 4pm Saturday.
Don't blame Qantas for this, they did the best they could given the circumstances.

 

[The Rok]

Not a delayed or cancelled flight but I had no IFE on a LHR-SIN A380 earlier this year, got $100 Duty Free voucher on board and 20,000 points later.

 

[Deleted member]

I and Mrs GPH sat in the J lounge for 8 hours in BNE when the QF Jumbo wasn't able to depart due to mechanical issues . QF offered a range of meal vouchers to the pax disadvantaged . However the net result was our $360.00 per night room in SIN was a moot point as we had about enough time to have a shower, close our eyes for about 1 hour before being back on our connecting flight to Koh Samui. It never occurred to us to seek any compensation , but our lesson from all this is to break up the trip with a longer stopover next time

 

[samiam]

QF29 a few years ago - tech in MEL = overnight accommodation + breakfast -> next day departure

=> 4 weeks later = $1k travel voucher

 

[Chris82]

Very interesting reading the stories on here....the general theme seems to be inconsistency! Some people get treated very well and compensated nicely (maybe excessively??), while others draw the short straw and are treated like second class citizens.

Touch wood, I haven't had any major delays or issues that I can remember. One story for me, was last year, going on my honeymoon, we were due to catch QF8 ~7am BNE-SYD and then onwards to HKG. About 9pm the night before, I got a msg from TripIt advising that QF8 coming from DFW was delayed (or had hit headwinds I think and had to land at an airport in the Pacific to refuel), and that I would not meet my connection onto HKG. After I got the msg, I immediately called QF to sort out, and they were very helpful in shifting me to a regular domestic flight which would get me to SYD in time. No cost to change obviously. After that phone call (literally 5mins), I got a call from someone else at QF to advise of the delay. I told them I had already reorganised a new flight, but was impressed with their prompt call to help shift our flight. I guess it helps when the proceeding flight is 14hrs....giving QF a fair bit of leeway to determine if there will be a delay or not. Anyway, all round good experience so far with QF in that regard, and hopefully don't have any delays or cancellations in the future which actually impact on travel plans.

 

[AIRwin]

Very interesting reading the stories on here....the general theme seems to be inconsistency!

I was in a similar situation for my return flight (with a domestic connection from SYD to MEL) a few years back:
http://www.australianfrequentflyer....airport-sites-regarding-49867.html#post812706

QF wasn't even aware of the flight delay when I called them. That was just the first of various things which went wrong, and I later wrote a complaint letter to QF... I'm glad that it worked out for you - perhaps they have learned from my experience?