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.
The ACCC will maintain close scrutiny on domestic airline competition over the next three years amid concerns that some airlines could exploit the pandemic to engage in anti-competitive behaviour. Yesterday, the ACCC handed down its first of many quarterly reports that it will produce for the federal government until 2023, outlining the impact of COVID-19 … Continued
Priority Pass members have complained that they have not been offered refunds, even though they have been unable to travel and many airport lounges have been closed since March. Priority Pass sells annual memberships which, under normal circumstances, grant access to over 1,300 participating airport lounges & restaurants around the world. This includes 8 lounges … Continued
Most businesses have faced significant issues due to COVID-19, particularly in the travel industry. With borders closed, many airlines have had to cancel flights and many tour operators have had to temporarily shut down. Millions of cruises, car rentals and hotel bookings have also been cancelled as would-be travellers have been stuck at home. But … Continued
United Airlines made a surprise announcement last weekend that it would permanently remove change fees on domestic airfares. Within days, almost every other major U.S. airline has followed suit in a fundamental change to the revenue models of American airlines. United and most other U.S. airlines have been waiving change fees since COVID-19 began to … Continued
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 … Continued
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 … Continued
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 … Continued
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 … Continued
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 … Continued
The Australian Competition & Consumer Commission (ACCC) has forced Qantas to contact customers issued with flight credits to inform them of their entitlement to a refund. This includes customers that opted to cancel their booking for a voucher before Qantas cancelled their flight. The ACCC alleges that Qantas failed to adequately inform customers of their … Continued
Ride-sharing service Ola has promised to reverse “any wrong charges” that resulted in customers affected by a technical issue with the Ola App being chased down by debt collectors. But this won’t happen automatically, with affected customers being asked to contact Ola’s support team so the company can investigate each case individually. Last week, Australian … Continued
Ride-sharing service Ola has engaged debt collectors to chase down customers affected by a widespread problem that prevented the Ola App from collecting credit card payments correctly. The technical problem with Ola’s App has impacted a large number of its ride-share customers that used the service around December 2019, including multiple Australian Frequent Flyer members. … Continued
