Jetstar has refunded passengers that were incorrectly charged a $131 fee to change their flight after Jetstar cancelled on them and failed to provide a suitable alternative. Australian Frequent Flyer member sammy had booked a return flight from Sydney to Maroochydore (Sunshine Coast) during a recent sale. This member had flown to the Sunshine Coast last Monday, as planned, … [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.
There have been complaints recorded against most airlines, and other reward programs such as Flybuys.
Etihad will now offer full refunds to all passengers that purchased tickets in Australia, for flights that were cancelled by the airline due to COVID-19. It comes after the Australian Competition & Consumer Commission (ACCC) engaged with Etihad Airways over concerns passengers were being illegally denied refunds for flights booked in Australia that did not operate. … [Read more...]
Qantas is reportedly offering status credits, extra credit value and/or extended voucher validity to selected customers that agree to hold onto their flight credits instead of requesting a refund for cancelled flights. Some Australian Frequent Flyer members have reported being offered 100 bonus status credits, an additional 10% value on their flight credits, or even extended … [Read more...]
Velocity Frequent Flyer will finally refund Virgin Australia reward seat bookings that have been cancelled, for travel booked until 30 September 2020. This had already been Velocity's policy prior to Virgin Australia entering voluntary administration. Throughout April and the first half of May, Velocity always said that it would refund the Velocity points & taxes paid … [Read more...]
From next week, travel agents operating in the state of New South Wales will need to disclose any commission, referral fees or incentives they receive from their suppliers. The new rule is part of increased disclosure obligations that will apply to NSW businesses, including intermediaries such as agents. The new state-based laws also require businesses to "disclose terms or … [Read more...]