When / IF does Qantas deliver compensation?

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steve-b

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Demands for some form of compensation from Qantas have been ignored so I am coming here to ask for others sage advise....

As yet-another unfortunate victim of Qantas' cruel joke of the wage dispute between the mechanics and management, I and many others suffered this first-hand Saturday when QF 11 went through a 20 hour ordeal at Sydney airport to get to Los Angeles. We as frequent-flyers stated receiving SMS messages 0900 Saturday of potential delays but to turn up anyway for our scheduled 1320 flight. Turning up at check-in, we were given the news that our flight was going to be "a few hours late" as the plane was in hangar. So we stupidly checked in and went through security. Upon getting to the gate, we were then informed that the flight had been put back to 1700, off the side "due to the problem with the mechanics". Come 1530, the flight was again delayed to 1730. Come 1630 the flight was then delayed to 1930. Come 1700 the flight was delayed to 2100. Come 1800 the flight was delayed to 2200, just before Sydney airport closing time which was 9 hours post scheduled time. No matter whom you spoke to from Qantas, regardless if you are a Qantas Frequent Flyer or ordinary punter, multiple stories were told from the staff at Sydney airport, and more infuriating was that upon checking between 2 people who would approach the SAME Qantas staff member, 2 DIFFERENT stories were frequently given on what was going on. There were no offers of booking you onto another Qantas flight, of course since the airline had known since 0900 the flight was doomed, Qantas deliberately did NOT put people onto one of their 3 other flights to Los Angeles or San Francisco, just stuck all of us with no good reason. For all the 10 hours of pain we endured, we were given a lousy $ 15 meal token -- accident and crime victims are given more compensation.

Onboard the staff were very surely and outright rude to the most part, smashing trolleys into seats, noisy, a very "here you go or else" type of attitude -- seems they must be learning from their American counterparts..

The flight landed almost 10 hours late to Los Angeles, where the fun really ensued as disgruntled Qantas/American Airlines staff hurriedly gave you a piece of paper with what your connecting flight now was. Upon trudging across Los Angeles airport with all your luggage to another carrier, where you were supposed to be grateful for a flight with them, you then found out that an essential code for reallocating passengers was NOT on the piece of paper Qantas had forced onto you. If you were successful, which some weren't, the other airline begrudgingly took you on.

Anyone who thinks that business travel for work is glamourous, figure that I spent 35 hours awake over the weekend to get to Las Vegas for a business conference and am waking up on Sunday AM (having had 2 Saturday's) completely wrecked. It is time for the government to step in and either put a bullet into Qantas' head, or force this dispute to be stopped. Passengers pay for the " privledge" of flying and being put through the inhumanity that Qantas is doing is criminal. In any other country outside of Australia, and the EU, significant financial penalties on a per-passenger basis would have taken effect at 4 and 8 hours of delay, just not here. We don't want to upset the precious Qantas apple-cart.
 

dot

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Welcome to AFF steve-b
For all the 10 hours of pain we endured, we were given a lousy $ 15 meal token -- accident and crime victims are given more compensation.
No doubt, you had a long and frustrating wait but I do not think it compares with a victim of personal assault, rape or some other crime. I understand that you are frustrated. I think you should take a long deep breath and calm down. You were delayed - it happens.

On the compensation front, I believe the government are introducing tougher compensation for lost luggage. As far as I know there is no push it introduce the delays/cancellation penalties that are in place in Europe (see http://europa.eu/eur-lex/pri/en/oj/dat/2004/l_046/l_04620040217en00010007.pdf) and I doubt we would see the same scheme here anyway because of the much greater distances involved and fewer re-routing options available in Oz. I know of no other similar legislation in other parts of the world (Asia, Americas, Africa). Even if it were in place, if the delay was caused by the Engineer's industrial action, the airline (any airline) would not need to pay. Section 14 states:
As under the Montreal Convention, obligations on operating air carriers should be limited or excluded in cases where an event has been caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Such circumstances may, in particular, occur in cases of political instability, meteorological conditions incompatible with the operation of the flight concerned, security risks, unexpected flight safety shortcomings and strikes that affect the operation of an operating air carrier.
(Bolding is my emphasis)

As for the FA behaviour - they should have given you the normal service that you would expect in your cabin. Delays are no excuse for poor service, although I can understand that they may well have been just as frustrated as you with the delays. I, for one, have always been happy with the QF FAs and the service given to me regardless of travelling in Y or J.
 
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dot

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I have just realised that steve-b has posted pretty much the same post (apart from the compensation part) in two other threads.

Mods - feel free to close the thread or delete...
 

jamesatfish

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I believe they moved some people onto Sunday's scheduled QF11 - EF was showing plenty of availability on that flight on Saturday morning but both F and downstairs J were full (I didn't wander upstairs to check). The CSM mentioned some people had been moved from the delayed QF11 from Saturday.
 

Happy Dude

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You'll need to write to QANTAS and state your case and the outcome you desire.

Don't, however, ask for compensation equivalent to that of an accident or crime victim as your situation doesn't really compare.

On the basis of your story I'd say compo was unlikely (delays happen all the time), but perhaps if you're persistant....

If you incurred financial losses you could seek compensation through your travel insurance.

Perhaps you could let your boss know of your suffering endured on his behalf, he might be generous enough to give you some time off in lieu.

Good luck and let us know how you fare....
 

NM

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