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.
Last week, Australian Frequent Flyer exposed the dire state of the service being provided by the Qantas call centre. Many customers are waiting hours on hold, only to speak to staff who can’t assist with even basic requests – or for their calls to be disconnected. Clearly, this story has resonated with Australians. Following last Thursday’s … Continued
If you’ve tried to phone Qantas recently, you probably already know how difficult it is to get through to the call centre. Unless you have Platinum or Platinum One status, wait times regularly run into the hours and even if you can get through, there’s no guarantee of receiving correct information or proficient assistance with … Continued
Qantas Frequent Flyer is working to fix an error that saw members earning fewer points than they should have when staying at Accor hotels. Under the new partnership between Qantas Frequent Flyer and Accor ALL, which launched last month, members of both loyalty programs can link their accounts to receive reciprocal Qantas and Accor benefits. … Continued
In July 2021, BP announced a special offer of 50 Qantas status credits for making five transactions at BP worth at least $50 each by the end of September. This has been a popular promotion with AFF members because there aren’t too many other ways to earn status credits without flying. Unfortunately, now that this … Continued
Difficulties and delays with getting refunds have been among the most common complaints about airlines during COVID-19. We’ve previously covered the differences in the refund policies of Qantas, Virgin and Rex. But how easy is it to request a refund? And how long does it actually take to receive a refund from Australia’s three major airlines … Continued
Jetstar has promised to reduce the amount of time Qantas Frequent Flyer members are waiting to receive their points and status credits after flying with the airline. Before COVID-19, most eligible Jetstar customers were receiving Qantas points and status credits within a few days of their flight. But since the pandemic, the typical amount of … Continued
Multiple Finnair passengers have been left up to AU$13,000 each out of pocket, through no fault of their own, after they tried to claim EU261 compensation for flights delayed due to mechanical faults. In the European Union, airlines are legally required to compensate passengers for flights delayed by more than 3 hours, except in extraordinary … Continued
There are countless “claim agencies” that specialise in claiming EC261/2004 (EU261) compensation from airlines for flight delays, cancellations and overbooking in the European Union. Their promise is simple: They’ll chase up airlines for money legally owed under European laws, on behalf of airline passengers who lack the time or expertise to do it themselves. Most … Continued
As the past week has shown, domestic travel restrictions within Australia can change very quickly. This makes it difficult to book flights with confidence. But to maintain cash flow, airlines need the public to keep booking! So, most airlines have introduced additional flexibility for domestic flight bookings. But can passengers expect a refund if they’re unable … Continued
There are renewed calls for the Airline Customer Advocate to be replaced by an independent ombudsman, after consumer advocacy group CHOICE found it has failed to resolve airline complaints – especially during COVID-19. Since 2012, the Airline Customer Advocate (ACA) should have been helping Australians to resolve airline complaints. But its scope is limited and … Continued
Consumer group CHOICE recently surveyed more than 4,000 Australians whose travel plans were disrupted by COVID-19. Unfortunately, their findings do not paint a pretty picture of the travel industry. This week, CHOICE published its findings in a report called Consumer protection for Australian travellers: a plan for clarity, consistency and fairness. According to CHOICE, only 17% … Continued
Qantas announced last year that it would close airport service desks and sales counters as part of a cost-cutting drive. Many Australian frequent flyers were concerned that this would lead to disastrous consequences during disruptions or when urgent assistance is needed. Rather than having airport staff on hand to help, customers would be forced to … Continued
