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.
A dodgy travel agent has been caught allegedly taking payment for Business class airfares while using their own frequent flyer points to make the booking. AFF member Iggy_type_r discovered the travel agent’s actions only after the airline refused to credit any points for their flights to Europe. No points or status credits were earned because the … Continued
AFF member agentgerko has lost a substantial amount of Amex points after attempting to transfer them to the Etihad Guest program. This member transferred the points on 26 January this year. Despite numerous complaints and follow-up phone calls, the miles are now nowhere to be seen. Etihad Guest transfers from Amex are supposed to take … Continued
An error on the Virgin Australia website caused the airline to massively overcharge some customers for around 9 hours on Tuesday. The Virgin pricing glitch resulted in taxes as much as 19 times higher than normal being charged on Velocity Reward Seat bookings. The Virgin pricing glitch affected domestic Reward Seat bookings made using Velocity points. … Continued
Qantas has refused to provide compensation to customers downgraded from Qantas’ own services to Jetstar. Downgraded passengers also lost most of the benefits of their original tickets including complimentary food, in-flight entertainment and seat selection after Qantas cancelled their flights. In one case, AFF member tea&coffee was downgraded from Qantas Business class to a middle … Continued
Dealing with airline call centres can be a frustrating experience. If you’re lucky, your call will be answered by an experienced agent who knows exactly how to help! Unfortunately this doesn’t always happen. Airline call centres are a real mixed bag. There are plenty of knowledgeable call centre agents, but there are also plenty that … Continued
The Qantas Hotels Price Promise is proudly advertised on the Qantas website. The guarantee claims that customers can know they’re getting a great deal. But one member’s recent experience with the Qantas Hotels Price Promise definitely did not live up to expectations. AFF member Phil_vic booked a hotel room on the Qantas website for $236. … Continued
Virgin Australia last year entered into several new airline partnerships. One of these new alliances was with Hong Kong Airlines. Velocity Frequent Flyer members were promised that the agreement would bring reciprocal status recognition, and that Virgin flyers could earn and redeem points when flying with Hong Kong Airlines. But six months on, it seems … Continued
Unfair airline contracts and excessive flight change fees could soon be a thing of the past. The Australian Competition and Consumer Commission (ACCC) has vowed to take on Australia’s airlines to ensure greater consumer protections. According to the ACCC, airline contracts are currently too one-sided in the airline’s favour. The ACCC identified 3 key issues in … Continued
Virgin Australia passengers flying from Los Angeles to Australia last week were left starving after the airline failed to provide proper catering for the 15 hour flight. To make matters worse, Virgin failed to advise passengers of the lack of food until everyone was already on board. This meant passengers caught up in the Virgin … Continued
If you’ve been waiting an eternity for a refund from Qantas, you’re not alone. Many Qantas customers have posted recently about their frustration in waiting for a refund from the airline. It appears that waiting several months for a refund from Qantas, even in cases where the airline cancelled its own flight, is now normal. … Continued
One member is furious after being ripped off by car rental company Hertz. This member hired a car in Perth, returning it to the airport with a full tank of petrol. Despite this, their credit card was later charged $26.39 for fuel. Another member reports a strikingly similar experience with Hertz. They not only returned … Continued
Two months ago we brought you the story of AFF member kpc‘s downgrade from First class. This member had booked a First class award using Qantas points from Dallas to Sydney. The flight was cancelled at short notice and they were re-booked into a mixture of Economy and Business class via Los Angeles and Auckland. … Continued
