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 Virgin flyer has been forced to pay for a new ticket on the spot after the airline lost all records of their booking. The reservation mysteriously disappeared after the first flight on the ticket had already been flown without incident. This member was flying from Canberra to Hobart, with a short layover in Melbourne. … Continued
After a disappointing flight, one member recently contacted Virgin Australia to inquire about a lack of food or drinks on board. But the follow-up “customer service” was so abysmal, it left them feeling even more disappointed with the airline than they had been before complaining! Our member was initially disappointed not to receive a meal … Continued
One member is bitterly disappointed after Qantas cancelled their booking without notifying them. Adding insult to injury, the airline even charged a cancellation fee. This member had redeemed their hard-earned Qantas points for a flight to Tanzania on oneworld partner Qatar Airways. The points were debited from the member’s frequent flyer account and the additional … Continued
Jetstar has been accused of blatantly misleading customers by advertising cheap airfares that don’t exist. After clicking on a Jetstar advertisement for $169 flights to Hawaii, one member was unable to find a single flight available at that price. In fact, the lowest airfare our member could find was double the rate initially shown. While Jetstar … Continued
Frustrated Qantas customers are waiting longer than ever to speak to a call centre agent. Hold times of well over an hour are now normal, and numerous members have reported waiting 3 or even 4 hours. Call dropouts and promises of call backs that don’t eventuate also make the long list of Qantas call centre complaints … Continued
This week one member is less than impressed with the shocking service from online travel agent “BYOjet”. After paying for a flight, the member received a ticket for a flight 3 months after the date booked. But this was just the start of the problems. When the member tried to contact BYOjet, they were advised … Continued
Following an involuntary downgrade from Business to Economy, one member is frustrated with Qantas’ refusal to offer any sort of refund or compensation. This member had originally booked a Business class ticket from Canberra to Singapore via Melbourne. But the domestic connection was later downgraded to Economy. Qantas offered no refund, and only begrudgingly agreed … Continued
Several members have accused Hertz at Sydney Airport of unfairly scamming extra charges out of customers. They claim that Hertz charged them for minor pre-existing, and even non-existent damage. According to one member, Hertz staff in Sydney have even been instructed to actively seek out damage, regardless of how minor, and to charge for it. … Continued
Qantas’ Price Promise is virtually worthless, according to one member. This member’s recent claim was rejected on a minor technicality. But Qantas still refused to honour their guarantee, even after further supporting evidence was submitted. Qantas customers are offered a refund of the fare difference and 1,000 Qantas points if a cheaper price is found … Continued
One member is appalled at being offered just $20 worth of Air New Zealand vouchers as compensation for an in-flight meal that left them “very ill”. The Business class passenger had requested a vegetarian meal. But by the time they discovered that the meal in fact contained chicken, it was already too late. The catering … Continued
This week our members discuss the compensation received from Qantas after their flight was ruined by defective on-board equipment. Issues warranting compensation on recent flights range from faulty in-flight entertainment systems to broken seats; and the compensation received varied from a few thousand points to many hundreds of dollars. Although most passengers would prefer that … Continued
Emirates is widely regarded as one of the world’s best airlines, but one member believes the standard of on-board service has plummeted recently. Inedible meals in business class, a broken seat in first class and disinterested customer service are just the beginning of this member’s long list of unfortunate experiences with Emirates Airlines. On one … Continued