I have just cancelled my flight which I booked using my frequent flyer points and I have rebooked the exact same flight on the exact same date and time which will now be paid for by my employer.
I have also paid for exit seats on this flight and I am disturbed to find that I have to pay again to rebook them. I know your policy says fees for exit seat payments are not transferable. However, they are not being transferred, I am on the exact flights, dates and times, only I am now paying for the flight in money, not points, which is of course a benefit to Qantas.
Interestingly the person I spoke to when I asked if it was not perhaps immoral to charge the same fee twice for the exact same benefit answered me that “that is business”.
Why to airlines get to behave so unethically legally?
1
My apologies for taking so long to find this wonderful website forum and having read some of these horror stories, I do not fell so alone in my anger and frustrations against this "almighty corporate giant QANTARSE!!!" My experience goes back to July 05, when I bought tickets for return travel to the UK from Canberra for myself, ex-partner and 3 year old daughter. I bought the tickets from an online classifieds website to the value of $4500. At the time of the transaction, I logged onto the qantas website and went through my itinary from the booking number provided, which showed all the details to be correct and payment had been successful with an E-ticket number & receipt number attached. I called Qantas 2 days later to organise our seating and meals arrangment. During this conversation, the representive informed me that there had been duplicate bookings made for our flights, but not to worry as she would correct them. I told her that the booking had been made online and not directly through Qantas and she again re-asured me that everything was now in order. I was booked to fly in 2 weeks time. When we arrived at the airport check-in on the day of our flight, I was asked to produce the credit card that had been used to pay for the tickets! It turns out that I had been caught in a scam and Qantas knew about it from the moment I had first contacted them! They had chosen to let me believe that everything was in order in the hope of "catching" me at the airport as being the potential instigator of the scam instead of showing any compassion when it was apparant that I was indeed the victim! No mattter how hard I remonstrated with them at check-in, they would not allow us to fly without forking out a further $8000! We had to return home and I was left to console my little daughter to try to explain to her that she would not be meeting any of her reletives for the first time who lived in England. During the following couple of weeks, I had the mis-fortune of trying to deal with the moronic customer relations staff at Qantas who I would simply describe as "Pigs". To try to keep the details as brief as possible, I ended up fighting my case at the fair trading tribunal, where I initially had success when it was ruled that Qantas had been neglient in the duties and would be liable not for the cost of the tickets but for my loss of earnings (being self-employed), pain and suffering etc. However, on the second appearance at the tribunal where I was up against their lawyer, the lying booking clerk and one of their customer relations officers, the new registrar had decided even before the case had started that she was not going to rule against Qantas! The affidavit provided by the booking clerk was a total fabrication put together by the qantas legal team and she was there to stumble her way through it. She at one stage looked like she was going to collapse, such was the state of distress she was in, until the lawyer interrupted the procedings to give her a glass of water and time to compose herself. I asked her "why did you tell me that had fixed up the booking and we were all set to go?" She replied "I did not say that, I told you I was not sure if you were right to go"!!!!! I told her that if you had said that to me, do you not think that I would have been calling qantas every 5 minutes of the day until I got a positve answer from them, rather than just turn up at the airport 2 weeks down the track ready to fly?, She just shrugged her pathetic shoulders! I was then advised that my only course of action was to take the case to the supreme court which would cost upwards of $30,000 to try to recover my $4500. Has anybody else had a similar experience to this nightmare and can anything more been done to make qantas accountable for such deception? Even though 4 years have passed since this injustice, If somebody knew of any recourse of action that could be embarked upon, I would proceed with vigour!
2
This complaint is about the Qantas flight attendent Manager, who was wearing a grey Qantas suit.
Title: Case of the 2 orange juice
Parties involved: Me, Manager, and Male Flight Attendent ("B")
Summary: I was offended by Qantas Manager's actions, comment, and attitude.
The scenario:
B was helping a passenger in the seat behind me with a TV issue. I was waiting for him to finish so I could tell him my order, but the TV issue took a bit longer than expected, so when Manager happened to be coming down the aisle offering tea, I told Manager my order.
He said he'll get it to me as soon as he's done offering tea down the aisle. Seconds later, B was done with the other passenger, so he asked me what I wanted. I told him my orange juice order, knowing the Manager was still in the vicinity. Now the Manager overhead my order so he said to B that he (the manager) will bring the juice. Having heard that, I assumed the matter was resolved regarding who was going to bring me my (one) juice.
Two orange juice were subsequently delivered: the first one from B, followed by the manager. When the manager came to deliver me my juice, I told him I already received it from B, to which the manager said "You ordered an orange juice from 2 people, therefore you'll get 2 orange juice, if you order an orange juice from 10 people, you'll get 10 orange" I felt humiliated, and not wanting to cause any further embarrassment, accepted the second orange juice.
I realise that I should have just ordered from one person, but I didn't expect Manager and B to go out of their way to embarrass me.
Additional facts:
I was travelling on flight QF41 from Sydney to Jakarta on 3 August 2009 at 13:50. Economy class, row 27. My flight had all male flight attendents.
1
For the Urgent Attention of Qantas
My name is *****and I have had an ongoing issue that i have tried to resolve a number of times with Qantas but have had no luck, This is my last avenue before i seek legal advise.
I was meant to travel with Qantas on flight QF165 on the 10th of February 2008, however due to illness and doctors orders i was unable too. Once this was the case, i contacted both Qantas and Jet star (who i was flying back to Sydney with) and was advised to get a doctors letter and send it in and i would be refunded all moneys i have payed. Jet Star refunded however i have had massive issues with Qantas.
I have followed this up via email and the person who replied was very rude. I have followed up by phone and each time I’m told someone will call me back and twice i have been called a lyre and told i took this flight.
I’m requesting that all moneys payed to Qantas for booking 3UWWEY be returned to me ASAP.
If i have no reply within 36 hours i will seek legal advise.
Kindest Regards,
+++++++
++++++++
Ok, I just called them again and got told to email them , so i did again and got the following email back saying that some one will contact me in 30 days! what the THIS IS VERY poor service
Thank you for taking the time to contact us. We value your feedback.
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*Within Australia only.
1
It is great to see that after more than a month from my complaint that Qantas still have not bothered to acknowledge my existence, next flight is booked with malaysian Airlines, Business Class!
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On the 22 of November I flew to the Gold coast via Sydney, due to flight cancelation's by the airline Qantas changed my flight, in doing so the change incurred a fee of $132.00. As the change was due to their cancellations I feel that I should not have been charged a fee, my companions which had the same change did not incur a fee. Also when I checked my flights a few days before travel I found that they changed my Sydney to Gold Coast flight to before I even landed in Sydney, i was not informed of the flight change and luckily looked before it was to late, my travel companions also had this problem. Also a suitcase went to Perth rather than the Gold Coast. Yet my biggest complaint is, after sending emails, faxes and letters I still have not received a reply from Qantas, I received one email on the 1st of December to say that my complaint would be dealt with shortly, and nothing since. Needless to say Qantas will not be getting any paid business from me! Customer Care Qantas Airways Pty Ltd Level 5 - Building A 203 Coward Street Mascot NSW 2020 Michelina Deguara 103 Cardinal Road GLENROY VIC 3046 RE: COMPLAINT One the 22nd of November I flew to Qld with a flight originally booked through Qantas, Booking Reference 3JRU8F. The original flight was QF458 Melb to Syd 18:00 and then QF5428 Syd to Gold Coast 21:25 due to various flight changes within Qantas and Jet Star my booking was changed by Qantas my flight accrued extra charges, which I was advised when I checked in at Jetstar in Sydney Airport, as this change was due to the airline cancelling my original flight I do not feel it was my responsibility to pay a further $132.00. Also I would like to again voice my disappointment In that I found out about the extra charge at Sydney airport when I tried to check in, you will note from my booking I left from Melbourne and was not advised of this problem. This was not the only problem I experienced on this trip and also I have emailed and faxed several times and have not received a reply, I am disappointed that Qantas is not able to respond to any of my complaints. I unfairly paid an extra fee on an airfare due to Qantas re-scheduling and was not made aware of the extra charge, I request a refund asap. Michelina Deguara MICHELINA (MICHELLE) DEGUARA 103 CARDINAL ROAD GLENROY VIC 3046 0418 174 078 EMAIL: deguaram@bigpond.com.au FACSIMILE TRANSMITTAL SHEET TO: FROM: Customer Services Michelina DEGUARA COMPANY DATE: Qantas 17th December 2008 FAX NUMBER: TOTAL NO. OF PAGES INCLUDING COVER: 1800 613 844 3 PHONE NUMBER: SENDERS REFERENCE NUMBER: RE: YOUR REFERENCE NUMBER: Qantas Booked Flight NOTES/COMMENTS: 103 CARDINAL ROAD GLENROY VIC 3046 MOBILE:0418 174 078 Good evening, I have sent an email dated the 23rd of November and a fax dated the 6th of December, to date I have not had a reply from Qantas. I find this extremely insulting, and will certainly be looking for alternative air travel in the future. Michelina Deguara MICHELINA (MICHELLE) DEGUARA 103 CARDINAL ROAD GLENROY VIC 3046 0418 174 078 EMAIL: deguaram@bigpond.com.au FACSIMILE TRANSMITTAL SHEET TO: FROM: Customer Services Michelina DEGUARA COMPANY DATE: Qantas 6th December 2008 FAX NUMBER: TOTAL NO. OF PAGES INCLUDING COVER: 1800 613 844 2 PHONE NUMBER: SENDERS REFERENCE NUMBER: RE: YOUR REFERENCE NUMBER: Qantas Booked Flight NOTES/COMMENTS: 103 CARDINAL ROAD GLENROY VIC 3046 MOBILE:0418 174 078 Good morning, One the 22nd of November I flew to Qld with a flight originally booked through Qantas, Booking Reference 3JRU8F. The original flight was QF458 Melb to Syd 18:00 and then QF5428 Syd to Gold Coast 21:25 due to various flight changes within Qantas and Jet Star my booking was changed by Qantas my flight accrued extra charges, which I was advised when I checked in at Jetstar in Sydney Airport, as this change was due to the airline cancelling my original flight I do not feel it was my responsibility to pay a further $132.00. Also I would like to again voice my disappointment In that I found out about the extra charge at Sydney airport when I tried to check in, you will note from my booking I left from Melbourne and was not advised of this problem. What may also be noted is that my original flight Sydney to Gold Coast was changed yet I was not advised, my Melbourne flight was due into Sydney after the Gold Coast flight had departed, I was not advised on the change, luckily I checked my bookings several days before the flight. On the flight from Melbourne to Sydney a suitcase was misplaced by the airline, to further disappointment the suitcase managed to travel to Perth rather than Qld, further inconveniencing this trip. So not only did I pay extra for the flight we suffered the inconvenience of not having clothing for several days, even though on the Sunday we were told several times the suitcase would be delivered shortly! Another concern I have it that I forwarded an email and had not received a reply until the 1st of December which was informing me that my email would be forwarded to the correct area, as a Life member of the Qantas club and a shareholder; I am extremely disappointed at the lack of communication received from Qantas. To date I have not received a further reply from Qantas. Regards, Michelina Deguara --------------------------------------------------------------- Dear Ms DEGUARA, Thank you for your feedback. Your reference number is 081123-000143 A consultant will be in contact with you shortly. All feedback is recorded and used in our ongoing review of products and customer service. If you have an urgent request call us on 13 11 31 (in Australia), elsewhere contact your nearest Frequent Flyer Service Centre. A list of contacts can be viewed at http://www.qantas.com.au/fflyer/dyn/program/contacts Do not reply to this e-mail as it is used to deliver e-mails only. Regards Qantas Frequent Flyer Service Centre --------------------------------------------------------------- Customer (MICHELINA DEGUARA) - 23/11/2008 05.11 PM I have recently flown to Qld the original booking was with Qantas, the original flight was cancelled and I was changed to a Sydney/Qld flight, when boarding in Sydney I was advised that I hadnt paid for the entire flight and was required to pay a further $132.00. Obviously the staff member that changed my flight did not do so correctly and showed the amount as outstanding. When the original flight was booked it was fully paid for and it is not my error which caused the change in itinerary, I request a full refund ASAP. Flight 2 Sat 22 Nov 08 18:45 Sydney 19:10 Gold Coast JQ422 Also to make matters worse a bag was lost and after being told it would be delivered on Sunday at the hotel, after calling again I was told that it was again stuck! And sent to Perth. Such bad luck to get a bag stuck twice, and what on earth was it stuck to to be lost twice. Michelina Deguara 0418 174 018QF 1784943 MICHELINA DEGUARA
0
This is in writing to complain about Qantas staff appalling attitude for check-in at Sydney international airport for flight to Hongkong on 26th Oct 2008.
After waiting in queue for nearly 2 hours, we were finally served by Qantas crew named Belinda Mailing. There was 2 adults with an infant checking in. With an infant at hand, we thought that checking in the hand carry will be ok, but this was rejected by Qantas and wanted to charge a hefty $448 for overweight. We decided to repack some weight from hand carry into check in luggages, and in doing so, was rudely told by Qantas to move aside and threatened with missed flight.
We repacked and waited patiently to be checked in again. When luggages were checked in, we were told to pay $48 for overweight of 1.6kg. I explained to her to show leniency as it is very inconvenient with an infant, and was threatened with missed flight. When Qantas (Belinda) was told of her appalling attitude, she rudely replied, "I don't have to serve you" and called the security to remove us. Luckily, her supervisor was there and prompty stepped in. Belinda told her supervisor that we refused to pay the overload fee and I explained that this is not the case. After all, it's only $48. She kindly checked us in and told us to hurry to the gate as we were late.
But to be threatened with missed flight and calling security to remove us in an embarrassing environment is very appalling. Especially after waiting in a 2 hour queue. I asked for "Belinda" details for lodgement of complaint and was ignored. I saw her badge and noted her name.
Issues:
1) Long waiting queue
2) Appalling customer service
3) Customer should always come first.
I've lodged a complaint at Qantas website but this was ignored. I at the least expect an apology.
Contactable on tktan@optusnet.com.au.
1
Hi sir/madam, my name is Jennifer. I am writing to you to explain the embarrassing situation just happened in the Sydney international airport at 9 am on 10 Aug. I want to complain about your service and one staff worked in D2 on that date.
My mum was about to leave for hometown Shanghai China by the flight QF129 which would fly at 9:25 on that morning. When we got to the airport, it was only 7: 50am. Our counter for check in is D13-D14, other five counters are open for other flights. but there are so many people waiting in the same queue and they all went to different destinations. We waited in the line for about one hour, when it turned to us, a gentleman came up and took us to another line which is D4, the lady said our luggage was overweight so we had to take some out of it, but even if we did, still would be late for the flight. so she asked us to solve it in the counter of customer ticket service, it was about 8:50 at that time. Then we had to get on the plane left at 10:45am which went to hongkong first and transferred to shanghai later but can still arrive there at the same date. Because my mum likes Australian chocolate and honey, just bought too much to take back hometown we knew that. If we can still get there by the same day , so that¡¯s fine.
When we finished repacking our luggage at about 9:50am, we went to D2 to check in again. That lady refused us because our luggage still weighed 26.9kg which exceeded the maximum 1.9 kg only. I am not sure if she is a racist or just being so strict, she knew that we missed one flight already and got no more time left for the next one but still picked on us. We got nothing to do but had to repack again, when we got ready at 10:15, we were told the flight had closed already and they could do nothing about it. But my mum¡¯s visa is going to expired soon, she had to go back, because of that strict lady, we missed two flights and the next one was at 2:25 left for hongkong too and my mum had to stay overnight there till morning for another flight to go to shanghai. My mum is old and she doesn¡¯t speak English, she had to find accommodation alone and this made us very upset. She was so disappointed at Quantas service and Australia flights.
I think in this case your staff is not friendly to people from other countries, I think being such a big famous flight company, your staff work represent your image as well as Australia. Being strict is not bad but that¡¯s way too much. They should be more considerate and offer better customer service instead of treating us like this. I don¡¯t know if she gets old and get this treatment in another country, what would she think? I suggest you to separate more counters for different flights instead of keeping all the people waiting in the same queue, that¡¯s wasting time. If there is a final call for any flight, you should tell customers and hurry up instead of doing nothing and just say to me that you are too late when it turn to me after I¡¯ve been waiting in the line for more than a hour. Being late for the flight isn¡¯t just our problem at this situation. We paid money to buy your ticket and trusted your company, we got right to get good customer service from you and we hope to enjoy our flight as well, and this was just ruined. I hope you can read my letter and write back to me as well. My email is jennifertao82@hotmail.com. Thanks for all your help.
Regards,
Jennifer
1
My complaint is that on 29th July QF1 5pm. to the UK stopping for ½ hr at Bangkok, from the moment the plane left the ground, a rowdy group of Spaniards started singing out, bye Australia, from then on, they were out of control, the crew were good, they did try and restrain them, but being so many of them, it was very difficult, they moved around, threw objects to each other, shouted loudly, one upended their entire meal in the aisle, and they all laughed, thought it was funny! Their clothing were in the aisles, scattered everywhere, over the back of seats, where passengers were trying to watch the TV. Thank God, they were not given any alcohol, they were very disruptive, we did hope that they would all get off the plane in Bangkok, but alas they were back for the entire trip to UK. We had no sleep, the backs of seats where the TV were located were continuously bumped around by them either leaning on the back of the seats, or changing places, when the lights were turned out on the plane, they started taking flash light shots with cameras, this went on for the entire trip. We had planned on our day one to go to the West End to see a play, but we had not had any sleep – we were like zombies, so a whole day was wasted, we did not get to do anything, only walk around in a dazed state. I did write a note to the crew member addressed to Crew Members and Captain in regard to their behaviour. Other passengers heard me talking to crew member about this and agreed with me to crew member. A crew member spoke with them before we embarked at Heathrow Airport, female Spaniard got up and spoke in Spanish, they didn‘t speak English at any stage of their rampage. I chose to give this note to the crew member about ½ hr before arriving at Heathrow Airport, as it could have turned into something more nasty had I done it any earlier.
I did send a complaint when I was in the UK, but no reply ? Maybe profit is more important than looking after passengers ??????? I am not blaming the crew; I am blaming Qantas for not having ‘people control management’ - onboard. Australia is a great country and it is very sad that we have to put up with foreigners who come into our country and try to take over.
After reading other peoples complaints on the Qantas website, I do not believe that any compensation will be made to me !!!! …. We paid for a flight with Qantas, but the service was not there to help us have a nice flight. It was not the crews fault, as I said earlier they did try and restrain them right throughout the entire trip.
I believe that Qantas needs to give a verbal warning about misbehavior before the plane takes off, and stating any misbehavior will not be tolerated and that charges will be laid, names and addresses will be taken from their passports so that no false ID’s will be given. And that Passports will be taken off them until the next destination where they are asked to leave the plane. The USA handcuffs offenders to their seats …. They are arrested at the next stop. Maybe this is the answer ?
I would like compensation for this nightmare (no pun intended) – I live in Sydney, but my 2 children are in Melbourne, I would like 2 tickets return from Sydney to Melbourne. I would like to fly down there for 1 week. I do believe this is a fair compensation.
Yours sincerely
Jill McNamara
43/75A Ross Street,
Glebe. NSW 2037
Mobile 0413 088 307.
1
$10,000 business class ticket Luggage was lost both ways, entertainment system did not work on flight from Melb - Los Angeles and my reserved seat assignment in top deck on the return flight was changed to a center seat (business class fare) downstairs next to the galley. Three months later a $200 voucher was received and incorrect letter of apology received. Again off a $10,000 ticket. Have flown United, Cathay and Virgin Blue flights since.
0
my daughter had the un fortunate experience to fly with qantas or should it be [claytons] the airline you have when you dont have an airline my daughter come home for a wedding my sons for two weeks only flew out not a problem flight from heathrow BA9 arrived on time good flight no problem .arrived at sydney airport 3.5 hours early to check in because on line checkin said on this ocasion we can"t book you in [on the 24 hr bookin line tried again at 10hours no avail.checked in at airport at14.00 what time is planeleavin not 16.55 o no delayed,explanation its not mechanical then what '''''''''' not sure what time or 20.30 ok 20.30 comes or 21.3
0 now my cars in the car park i now have to ring the bank for a personal loan to get my car out of the short term car park. o im sorry i know i should of rang and confimed booking even if i did it wouldnt of mattered the flight never left until 22.00 i think. the return flight was ba7371 .surely if a flight is delayed when you on line checkin you could tell us it is the 21 century [hello] no wonder people in australia are not flying qantas anymore your service is gone and as reported yopur safety is following .if i delivered my product 5to10 hours late i wouldnt have a job .and at least i would have to give an explanation, i gladley await yours . funny isnt it my daughter rang me as she boarded and said dad goin back to london again travelled 3 airlines in 2 years and the one i wont travel again is from my owen country and bad news travells fast. yours truly daniel walker.
1
My husband and I boarded Qantas flight QF583 for a 7.20pm departure from Sydney to Perth on Sunday 27th April 08. We both had opposite isle seats so we were readily accessible for service. The young guy next to me received at least 8 cans of beer (as soon as he finished one his light went on again) during the flight and I was only able to get 2 glasses of water with a long wait for them when the other passenger had almost instant service for the beer. Only one choice of meal was offered with no apology. As I didn't want the fish offered I was given a just ",warm" vegetarian dish which tasted disgusting so I didn't eat at all.
One point I want to make here is this: The media blurb and Qantaas own in-flight advice on DVT suggests that alcohol be limited and that passengers drink plenty of water and move around...I did the latter but had no contol over the water availability.
It would seem that there is no accountability from service staff to limit alcohol to binge drinkers who do not have to pay for the alcohol, and they are less happy to supply water.
Maybe everyone boarding a long interstate flight should be given a litre bottle of water and plastic cup so they can take responsibility for themselves rather than rely on non-helpful flight attendants. An apology at least for lack of choice for food would also be in order.
Furthermore, one of the male flight attendants was waving around food containers aimlessly over my head and dropped a tray of food onto the floor right next to my seat. I then had his derrier in my personal space while he cleaned it up. If he had been more attentive to his job he would not have spilled the tray as he appeared to be an accident waiting to happen. Again no apologies for providing an uncomfortable travel environment. It is a shame that we do not have more competition in the airline industry so that standards would not be able to slip as they have done over the years. I have boarrded a Qantas flight on too many occasions to count over the last 40 years and even economy class gave service and made everyone feel special....oh well!
0
I was booked to travel to Perth WA on Friday 14 Nov. 07 at 7.20pm. After boarding the plane and sitting for some time it was announced (around 7.35pm) that an oil leak had been found on our Jumbo Jet 747 and they would investigate further. 15 minutes later we were advised that the oil leak was in the Hydrolics and the plane would not be flying. Our flight was re-scheduled for 10.50pm. We were all advised that we could use our boarding pass for a meal in the terminal. At no time were we given a value of this meal. When purchasing a meal (noodle dish and soft drink) I was advised that I would have to pay $2.70. When I asked why, I was then told that the meal allowance was to a value of $15. The Qantas staff didn't have the courtesy to advise us of this detail.
Whilst sitting around the airport, the flight from WA, which was the Jumbo 747 that we were scheduled to board to resume our trip, had just landed. There was then an announcement that our flight had now been cancelled. This was approx 10.10pm. We were advised that those people living in Sydney could queue up for cab vouchers and those who did not live in Sydney could get in the same queue for accommodation arrangements. This was a full jumbo jet all in 1 queue. After some time, we heard an announcement that cab voucher people, could come into another line.
We were then advised that our luggage would be on carousel 3 (the same carousel as the landed WA Jumbo 747). So now we have two full plane loads of people all vying for a spot at carousel 3. IT HAD BEEN POURING ALL EVENING DURING THIS TIME. Some passengers then came said some luggage was coming on carousel 1. It is quite difficult when travelling on ones own to just flit between both carousels to see if my luggage was there. Whilst waiting at the carousel, I spoke to a person who had been on the Flight from WA and they said that there had been FIRE IN THE UNDERCARRAGE on the plane as it was landing. So, on one evening, 2 of Qantas' jumbo 747 jets had been grounded with major maintenance issues. DO YOU FEEL SAFE FLYING QANTAS NOW? Not to mention the findings of CASA of major mechanical problems with numerous other Jumbos that Qantas have.
My luggage finally arrived SATURATED as Qantas didn't have the decency to make sure the luggage was not left out in the rain.
The queue for cabs was over 50 meters long (11.20pm) and not a cab in sight. Then one would turn up. Then five minutes later 2 came. I had to phone my husband to pick me up (he had already gone to bed) otherwise I would have been there until 1am.
We had been re-scheduled to leave at 9am Saturday morning. I carry a feather pillow when travelling, this had to be replaced with another pillow as the feather pillow was wet. All the clothing at the bottom of my suitcase was also wet.
When I rang Qantas from WA on the Monday to complain, all I go was "madam, were you out of pocket for anything" when I said not but I had been extremely upset and stressed at having my luggage left in the rain, again he said "madam, were you out of pocket for anything."
How dare Qantas treat their customers in such a manner. There was no apology, no offer of comensation or anything.
I am glad that my husband and I have now booked to fly Air Canada to go on our trip to Canada and Alaska and my flight in March 08 to Perth was on Virgin and also my impending one in November will be also.
0
I had a flight from Sydney to Cairns booked as part of an AussiePass, however the departure time was changed without any notification. (BOOKING REF Z48E8P) All emails, internet confirmations and printed materials to which I had access stated the flight departure time to be 950am. However, when I arrived at the airport at 902am with my 2 small children and my mother and all of our belongings, I was not able to check-in as the flight had been changed to 925am. The plane was still on the ground and baggage was still being taken for the flight. I had a printed document showing the time that I was advised for departure, which I showed to a supervisor, who told me I had to reschedule.
The Qantas agent at the airport was unable to book me on a flight until 2 days later, which was the day I was to depart Cairns. I was offered no alternatives, although I was clearly traveling internationally with my family, and had checked out of my hotel with no local phone or address. The Qantas representative at the airport actually looked over my head as I stood in front of her and said "Next, please" although there was no one in line behind me. I went to Virgin Blue, who had seats on a later flight the same day, but I had to pay $2000 for seats to get my family to our next destination and no assistance was provided in this process by Qantas, despite multiple requests.
I was never informed of the departure time change for the Sydney to Cairns flight, although I had provided my email address on the Qantas website for contact information.
To add insult to injury, our departure out of Brisbane on the same ticket was delayed 2 hours, so we missed our connection out of LAX upon our return. The Qantas agent sent me to Delta to change the return. Delta told us to return to Qantas for rerouting home, and when I returned there, no Qantas agent was remaining on the premises. So, my family and I were essentially stranded at LAX by Qantas, and had to rent a hotel room to await our departure, getting us home 15 hrs later than planned and requiring a second night in a row of overnight travel. I attempted to call Qantas and got no answer, the phone just rang and rang and then I was placed on hold over 30 mins, when it became clear to me that no one was going to answer the phone.
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QANTAS frequent flyer program discriminates agaisnt WA frequent flyers in its programme. If the government had the guts to take on Dixon and his cronies Australia would have a truly competitive airline industry. I welcome true competition in Australia. Allow Singapore Airlines to fly the Australia Los Angels route and you will find what an incompetent Dixon and his crew are.Another example of Australia's tolerance of greed versus talent. Samuels you are on the same gravy train and lack any credibility as a protector of the real Australian public. Get real take on the oil companies and other multinationals profiteering or step down, The Oz public can only be hood winked so many times Peter Gusthart
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I rang Qantas' Frequent Flyer 131 phone number that is printed on the back of my membership card. A recording of a welcoming voice greeted me with some options and I pressed the corresponding buttons. I was also asked to enter me membership number. I did. And pressed the hash key!
Then I waited while the welcoming voice apologised for keeping me waiting.
I waited a bit longer then I was dropped out. B_gger!
I did it all again. This time I managed to get so far through the maze as to speak to a person. Her greeting was less than friendly. I could tell she wasn't smiling or happy to take my call.
After introducing herself she asked me for my Frequent Flyer Membership number! WHAT THE?? I had to key that in only moments beforehand. Why then is it the first thing she asks me for? I was also unimpressed with her lack of empathy when I pointed this out. She just soldiered on robotically and quite unhelpfully. What's going on in that call centre??
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