An AFF member is $1,500 out of pocket after Qantas denied them boarding due to minor passport damage. While an unfortunate mistake by the passenger, the airline also could have done more to resolve the situation. Cossie was flying from Canberra to Jakarta with Qantas. This member was also booked to continue from Jakarta to Amsterdam on a Qatar Airways sale fare later that … [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.
There's no doubt that flight delays can be frustrating, especially if you're on a tight deadline to reach your destination. But, occasionally, airlines handle them so well that the delay turns from a disaster into a delight. This week our members share their "best" experiences of airline delays that turned out to be surprisingly pleasant. Some delays were handled so well by … [Read more...]
A Qantas Gold frequent flyer has been incorrectly denied Air New Zealand lounge access despite being booked on a Qantas codeshare service. To make matters worse, Qantas responded to this member's complaint by providing completely inaccurate information. It seems that neither Air New Zealand nor Qantas are fully aware of their own policies regarding reciprocal Air New Zealand … [Read more...]
Many frequent flyers will be familiar with the scourge of the airline industry that is fuel and carrier surcharges. These are arbitrary surcharges that many airlines add to the cost of a flight in the same way as they add genuine government taxes and airport charges. Sadly, the hotel industry has started to adopt a similar practice. "Resort fees", as they're known, are now … [Read more...]
Another passenger booked on a Qantas flight operated by LATAM Airlines has been bumped from their flight due to overbooking. Yet again, neither LATAM Airlines nor Qantas are accepting any responsibility. LATAM has not offered compensation, with both airlines telling this passenger to speak to the other airline. This is not the first time that LATAM Airlines has denied … [Read more...]