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.
Earlier this year, German airline Lufthansa tried to sue a passenger that exploited the loophole of hidden-city ticketing by skipping the last flight on their ticket. This case has now finally be resolved in the German courts, and in a victory for frequent flyers, the airline did not win. In Episode 22 of the AFF … Continued
The recent changes to Virgin Australia’s Business class catering have come back to bite after a Virgin Business Class passenger was told they’d have to pay for a can of Diet Coke. Last Wednesday, Virgin stopped offering Business class guests complimentary snacks and drinks from the Economy buy-on-board menu. Business class passengers that would like … Continued
Earlier this year, Lufthansa attempted to sue a passenger that exploited hidden-city ticketing. After they skipped the last flight on their ticket, the German airline demanded this customer pay the substantial difference in ticket price. The court case generated a lot of public interest and was seen as a “test” to see if the courts … Continued
When you’ve booked a Business Class ticket, it’s extremely frustrating to turn up to the airport and find out you’ve been involuntarily downgraded to Economy Class. But, if you’re flying with Qantas, that’s only the beginning of the nightmare. Australian Frequent Flyer has been very concerned to learn of Qantas not providing adequate compensation to … Continued
Last week, the Australian Competition & Consumer Commission (ACCC) released a draft report on customer loyalty schemes in Australia. The report identified “significant concerns” held by the ACCC surrounding data practices, consumer and competition issues relating to loyalty programs in Australia. The 107-page draft report is available to the public on the ACCC website. Before handing … Continued
Passengers that book a Business Class ticket should not have to accept a downgrade to Economy Class, a German court has ruled. In a recent case, the judge found that Economy Class was an inadequate and unequal replacement for a paid Business Class ticket. This may sound like common sense, but involuntary downgrades are more … Continued
The Australian Competition and Consumer Commission (ACCC) has expressed “significant concerns” over the practices of frequent flyer, supermarket and credit card loyalty programs in Australia. In a 97-page draft report on Australian loyalty schemes, the ACCC identifies several key areas of concern, ranging from opaque privacy policies to expiring frequent flyer points and airline carrier … Continued
We often hear horror stories about airline delays that have been handled so badly that the situation turns from an inconvenience into a nightmare. But this week, an AFF member has actually complimented an airline on the professional and efficient manner in which they dealt with a significant delay. luxury-lizard was flying from Frankfurt to … Continued
If you’re flying to, from or within Canada, you’re now entitled to up to $1,000 in compensation if your flight is delayed or cancelled. And if you’re bumped from a flight due to overbooking, you could receive up to $2,400. As part of new Air Passenger Protection laws, airlines in Canada are also now required … Continued
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 … Continued
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. … Continued
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 … Continued