An Air New Zealand customer is significantly out of pocket after a series of unfortunate events that none of the three airlines involved are willing to take responsibility for. While Air New Zealand, Qantas and Emirates play the blame game, this passenger is still waiting for a refund. Artorias was booked to fly across the Tasman with Air New Zealand, but the flight was … [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.
When flying Jetstar, Qantas Frequent Flyer members can earn Qantas points and status credits by purchasing a Starter or Max Bundle. But, in recent months, these points and status credits have been taking an unacceptably long time to post. And, in many cases, the Jetstar points and status credits are not crediting at all without manual intervention. There are two key problems … [Read more...]
Qantas has come under fire for charging some customers more when redeeming Qantas gift vouchers for flights. AFF members have uncovered countless examples where customers redeeming gift vouchers were shown higher prices for the same flights than Qantas' website. This has likely resulted in many unsuspecting customers paying too much. The problem has existed for many months … [Read more...]
Since Airberlin went broke last year, Alitalia has been the only Virgin Australia partner airline operating flights within Europe. The Italian flag carrier, which also has ongoing financial difficulties, has been a partner of Virgin Australia and Velocity Frequent Flyer since April 2016. With hubs in Rome and Milan, Alitalia operates many short-haul flights within Europe as … [Read more...]
A Virgin Australia customer was recently overcharged by more than $4,000. But, despite acknowledging the error, Virgin initially refused to refund any of the money. This customer claims that an airline representative even threatened to cancel their Velocity Frequent Flyer membership and revoke their Platinum status if they submitted a credit card chargeback claim. The money … [Read more...]