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.
One member has discovered the hard way that it pays to be overly cautious when dealing with hire car companies. This member rented a car from Hertz Sydney airport which upon pick-up was dented and scratched. The damage was pointed out to the customer service representative and our member was told not to worry. Upon … Continued
Whether you travel once a year or once a week, chances are delays and cancellations will eventually impact your plans. For a leisure traveller, it could be said your time is not so important. But what about someone in business, can the airlines be held liable for the productivity lost? After a recent bad experience … Continued
For a number of years now, members have been discussing IHG’s Priority Privilege program. Originally the Pacific Privilege program, when the local hotels were owned by South Pacific Hotel Corporation, it offers dining and accommodation discounts at IHG’s properties around Australia, New Zealand, the South Pacific and in some parts of Asia. Some customers, like … Continued
This week one member feels that a recent problem with an ATM signals the death knell of customer service in Australia. This week our member had a particularly bad run with customer service. Our member had to drive twenty minutes to withdraw cash after coming across a non-functioning ATM and the bank did not assist. … Continued
As a consumer it can get pretty frustrating when comparing airfares to work out what value is on offer. Not only do you have to consider the cabin class, the seats and service, you also need to look at what else is included. For many airlines, extra baggage allowances are used to lure customers. For … Continued
One member this week is understandably outraged that American Express took four months to refund $10,000 of duplicate charges on a Platinum card. Amex as a gesture of apparent “goodwill” has agreed to reimburse the interest accrued over that period. Our member queries whether more compensation is claimable for the inconvenience and headache. One member … Continued
It is time for a good old fashion vent about pet hates and hassles that are experienced at hotels the world over. Whether it be the quality of the sheets or the position of the toilet roll, our members discuss all manner of concerns surrounding hotel accommodation. A common gripe is the failure of most … Continued
It appears that the old adage “it’s hard to get good help” rings true in some situations with one member complaining about the customer service (or lack thereof) experienced at Citibank. This member was flummoxed that the customer service representative required the full year (including the century!) of birth when verifying credit card accounts. Our … Continued
This week, one of our members found out that loyalty does not always help when it comes to rectifying an honest, albeit expensive, mistake and was keen to share On Monday night, due to a communication breakdown (I had not realised my Aunty was also booking my mothers flights) we each booked a return flight … Continued
Have you ever looked at booking travel and wondered why all the local prices seemed the same? You may have tried the airlines online, gone down to your local agent or even tried one of the bigger agents, only to discover there is no difference? Well for many of our members this is no surprise. … Continued
Last week we looked at changes and cancellations and their effect on your frequent flyer program, but what happens when an airline offers a change from a full service carrier to a low cost one Hi everyone, a family member was booked on QF 77/78 in late July. The route was recently axed by Qantas, … Continued