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.
Emirates recently told the NZ Disputes Tribunal that to an ordinary traveller, an angle-flat Business Class seat is equivalent to lie-flat.
Qantas will launch a new 'Find My Credit' website dedicated to helping customers find and redeem their forgotten Qantas flight credits.
Last week, an unusually large number of Velocity Frequent Flyer member accounts were suspended due to suspicious activity.
Qantas has confirmed that lounge staff were incorrect to deny entry to a Qantas Club member flying on a QF-marketed codeshare flight operated by WestJet.
Qantas is taking concrete steps to ensure Classic Flight Reward tickets are issued and re-issued correctly in the future.
The offer made to passengers on a recent overbooked Virgin Australia Cairns-Brisbane flight was so inadequate that it's almost hilarious.
The true test of an airline is how often things go wrong, and much more importantly, how well the airline handles inevitable disruptions.
Last week, consumer advocacy group Choice awarded Qantas its annual Shonky Award for “unusable flight credits, delayed flights, disappearing baggage, and endless call wait times”. It described the flying kangaroo as “The Spirit of Disappointment” for letting down many of its customers. “People are still paying premium prices to fly Qantas, but it’s clear from … Continued
A family of four was left stranded in Bali for 18 days after Jetstar cancelled their flight home and didn’t offer an alternative flight until more than two weeks later. After a holiday in Indonesia, AFF member Hutch0007 and their family was booked to return to Melbourne on a Jetstar flight departing on 16 September 2022. … Continued
The Qantas website has a well-known limitation that you can only use it to search for and book flights departing from certain countries. This can be particularly frustrating when searching for partner airline award flights from overseas destinations. Obviously you can book flights from Australia or any destination where Qantas flies its own aircraft. But … Continued
When redeeming Qantas points to fly overseas, you’ll often end up on a partner airline as it can be difficult to find award availability on Qantas-operated flights to destinations such as Europe – especially in premium cabins. Redeeming points to fly on a partner airline is a perfectly normal aspect of most frequent flyer programs. … Continued
The United States Department of Transportation (DOT) has proposed updated legislation that would require airlines to offer refunds for “significant changes” including aircraft type changes that result in a downgrade in the available amenities and onboard experience. The US government already requires airlines to offer customers a refund if there is a significant change and … Continued