Consumer group CHOICE recently surveyed more than 4,000 Australians whose travel plans were disrupted by COVID-19. Unfortunately, their findings do not paint a pretty picture of the travel industry. This week, CHOICE published its findings in a report called Consumer protection for Australian travellers: a plan for clarity, consistency and fairness. According to CHOICE, only 17% … Continued
Qantas announced last year that it would close airport service desks and sales counters as part of a cost-cutting drive. Many Australian frequent flyers were concerned that this would lead to disastrous consequences during disruptions or when urgent assistance is needed. Rather than having airport staff on hand to help, customers would be forced to … Continued
The US Department of Transportation is fining Air Canada US$25.5 million (~AU$34 million) for “extreme delays in providing required refunds” during the COVID-19 pandemic. According to US law, airlines are legally required to refund customers for cancelled or significantly changed flights to, from, within or via the United States within seven days. But from the … Continued
Last week, Qantas launched Embraer E190 flights for the first time. Operated by Alliance Airlines on behalf of QantasLink, the E190s will be initially used on the Adelaide-Alice Springs, Alice Springs-Darwin and Darwin-Adelaide routes. Over the coming months, Alliance-operated E190s will also be used on many new Qantas routes including Adelaide-Gold Coast, Darwin-Canberra and Sydney-Townsville. … Continued
Qantas has overhauled its beleaguered call centre in an effort to improve the quality of the service provided. But there have been some teething issues, with Platinum members reporting waiting hours on hold and others complaining that the new menu is not user-friendly. A few weeks ago, the Qantas call centre implemented a new Interactive … Continued