Air New Zealand has clarified its refund policy after passengers booked on cancelled flights to Norfolk Island were told they were not entitled to a refund. Two weeks ago, Air New Zealand temporarily cancelled all flights from Australia to Norfolk Island after the Australian government suspended quarantine-free flights from New Zealand to Australia (these have … Continued
Fraudsters have been targeting Australians with phishing emails claiming to be from Qantas, warning recipients not to let their “Coronavirus Relief Bonus go to waste”. There are various versions of the fake emails, which look somewhat genuine but have several telltale giveaways of a phishing scam. In 2020, these emails had subject lines including “Your … Continued
A Qantas call centre agent hung up on a Platinum frequent flyer calling to enquire why it was taking so long to receive a refund for their cancelled flight. The incident not only highlights the poor customer service many receive from the Qantas call centre, but also the lengthy delays many Qantas customers experience with … Continued
Regional Express Airlines (Rex), Australia’s largest independent regional airline, has been profitable almost every year since 2004. Given the volatility of the aviation industry and tight margins on regional aviation, that’s a remarkable achievement for the airline which will shortly launch jet services between Sydney, Melbourne and Brisbane. But has Rex’s success been at the … Continued
Last month Qantas announced a plan to close its airport service desks and sales counters, including the service counters in Qantas airport lounges. The airline says that the removal of face-to-face contact points is designed to “enhance customer confidence in flying” during the pandemic. But if the recent experience of a Qantas Platinum member flying … Continued