The ACCC is suing hotel booking website Trivago in the Federal Court for misleading advertising. It alleges that Trivago misleads customers into believing they are getting the best hotel price when this is not always the case. Trivago, which is owned by Expedia, is an aggregator website that compares the cost of hotel rooms on different booking websites. Customers can search … [Read more...]
Complaints & Resolutions
Complaints & Resolutions is a popular topic at the Australian Frequent Flyer. While no-one likes a bad travel experience - these things do happen, and there may well be cause to complain.
To enhance your travel experience, use one of the online tools we describe in our guide 10 Must-Have Online Tools for Frequent Flyers.
Singapore Airlines Call Centre Frustration
Singapore Airlines is renowned for consistently good service in the air. In fact, it just won the Skytrax award for world's best airline! Unfortunately, this quality customer service doesn't extend to the Singapore Airlines call centre. AFF member bean has had some very frustrating experiences with the Singapore Airlines and KrisFlyer call centres lately. Most of this … [Read more...]
The Tricks Airlines Use to Deny EU261 Compensation
Unlike in Australia, Europe has a government-mandated compensation scheme that forces airlines to compensate passengers affected by delayed, cancelled and overbooked flights. European airlines - and non-European airlines flying from Europe - are legally required to pay compensation to passengers delayed over two hours. In theory, this is a very consumer-friendly system that … [Read more...]
How Australian Airlines Compensate for Delays
Flight delays and cancellations can happen on all airlines for many different reasons. But the way airlines handle lengthy delays can vary drastically. Some airlines will provide meal vouchers and compensation for delays. Accommodation may also be offered in the event of an overnight flight delay. But in Australia, there are no minimum standards or requirements. The only … [Read more...]
Qantas Upgrade Revoked at the Gate
Ahead of a long-haul international flight, that beep at the boarding gate when you get an upgrade is a moment of pure joy. After working hard to save up enough frequent flyer points, you've won the upgrade lottery and can look forward to a delicious meal and comfortable sleep on board. But for one Qantas passenger recently, this moment of joy was short-lived. Their Qantas … [Read more...]
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