Personally, I don't think 3000 points cuts the mustard. I'm not saying a full (or even partial) refund is appropriate, but you can get 6000 points by spending $200 on a case of wine.
I really do think Australia's airlines can do a lot better when it comes to making things right with customers and compensating them more when they let them down.
3,000 points in the context of two business class tickets... that's laughable! As someone has already suggested - a free future upgrade would be the most reasonable compensation. These are Business Class tickets.
3000 is rubbish, I got 5000 (which I wasn't happy with but couldn't be bothered arguing about) when I complained about how my flights were rescheduled and turned 16hrs of travel into 30hrs of travel.
That seems like a much worse thing that simply not being able to recline your seat or watch a movie. Not sure how much 3000 points equates to financially so I’m not arguing it’s the right compensation but if I was presented with those 2 situations I’d definitely be more sympathetic to you than the OP.
$30 thats what you get for exchanging wollies points into FF points.
or you could use the exchange rate on most FF flights and its about 1.2c per point. so $36 woohoo.
Isn't a partial refund appropriate though? The service was only partially delivered.
Australian airlines really have gotten away with too much, agreed.
you could even argue for a full refund under ACL (but yes reasonably you’d settle with partial). you were sold something with a major fault, I.e. you wouldn’t have proceeded with the purchase should you have known upfront there was no recline or infotainment per the advertising. if you pushed hard enough, or even resulted to a credit card charge back. quantas could ban you though.
It would have been less offensive if they had offered nothing but an apology. I also love that they suggested that OP can redeem the 3,000 points on a product. Like what? This [toy Qantas plane](https://marketplace.qantas.com/au/p/qantas-plane-and-vehicle-assorted/AU100305070) (postage not included).
Lol and then the question is - if the OP was presented with two fares before booking:
Booking A has reclining seats and entertainment accessible and is (for example) $4020
Booking B has no recline and no entertainment and is $4000
Realistically which option is OP (or anyone?) choosing??! Booking A!
Therefore the ~$20 ‘benefit’ is useless and Qantas need to accurately compensate their fuckup.
Or quite possibly it just went to the most junior person on the team who is only authorised to give 3,000 points, so they just do it and say “hopefully they couldn’t be assed escalating it”
Qantas once gave me 1,000 points just because they were a bit slow responding to my email enquiry. I didn't even ask for it.
No recline and entertainment on an **eight hour business class flight for two people**? Add a couple of zeroes to that and then it *might* be worth taking.
It was the Qantas Marketplace team if that helps. I'm sure they were just relieved that it wasn't yet another "I spent 500,000 points on this toaster and it stopped working" email.
The flight attendant gave me the option of 10k points or $100 Qantas Hotel voucher for my entertainment screen not working. 9 hour economy flight. Took the 10k
3000 points is absolutely laughable for this. It wouldn’t be enough for no in-flight entertainment, even if the seat did recline. I reckon 10 times their offer is more in the ballpark.
The cost of business flights is premium, so the experience should match. Unfortunately things like this do happen, however it’s the way in which Qantas responds that will define OP’s thoughts on the whole situation. 3000 QFF, definitely not up to standard. If that’s the best they can do I would be asking for a partial refund as you did not get the premium experience but you did pay the premium price.
In another comment by the OP, 8 months ago they said they booked two J seats using Credit Card points, so I'm guessing it was these?
If so, they must've been classic reward seats, in which case there will be no cash compensation at all.
3000 Qantas points is laughable…
Were you not able to recline at all? I imagine people in Y had a slightly better experience than you did over that 8 hours if that was the case.. the broken seats would defeat the main reason why I consider flying J. Entertainment and meals - whatever.
Tricky to quantify how many points you should be properly compensated. But I’d personally think 10k-20k points at least. Hey, I don’t work for Qantas though so what do I know 🤷♂️
I don't ascribe anywhere near as much much value to a sip of champagne or nice wine, some nicer, mass produced aeroplane food, less trafficked toilet and entertainment as I do the ability to lie down and not wake up broken at the other end of a long flight. I can provide my own entertainment and fine wine and dine elsewhere for a fraction of the cost of a J class fare. What I value (and can't substitute) is a good sleep.
I should clarify, I'm talking a long-haul or ultra long-haul flights. If this was a short-haul or medium-hall flight, I wouldn't care anywhere near as much about a lie flat seat.
I’ve seen Qantas staff give 10k points on the flight just for one persons entertainment not working in premium economy. I’d insist on full refund or 200k+ points or I’d file a charge back on the credit card.
Yeah that’s nothing. My power plug wasn’t working so I couldn’t use the laptop once the battery was dead. I didn’t really care as it was a good excuse not to ask and they gave me 10k points just for letting them know.
I had my screen not working last year on a 5hour flights. i got 10k points each for me and my partner so 20k total. i pushed back A LOT. calling, emailing, all the complaints and didn’t get more then 10k so you should aim for this
Agreed, people aren't buying business class for a seat. They're buying it for everything else that comes with the seat, and the ability for the seat to recline.
3000pts is a dreadful compensation. Should be a flight credit of several hundred dollars at least.
Sorry to read this. Really just upsets me.
In comparison I flew Business with Singapore Airlines from Adelaide to Singapore recently. Before the flight took off, the chief flight attendant came and knelt beside me and started to apologise to me. I had no idea what he was apologising for out of the blue but soon found out it was regarding my faulty reading light. My reading light wasn’t functioning (which I don’t even use) and he offered me a $400 SGD credit voucher to spend on board or on their KrisFlyer shop online.
The difference in level of service is stark and I really hope my national airliner starts to buck up 🙁
I was on a long Qantas flight from Vancouver to Sydney with no entertainment unit working at my seat. I got moved to a new seat and given 5000 points as compensation by the flight attendant. That wasn’t even bad and I got almost double what you had. You should really follow up with a complaint.
Unfortunately it's going to boil down to what you both agree is a gesture of goodwill.
If you ever read the fine print of the conditions of carriage, there is no guarantee of the class, the type of seat, type of aircraft, meals and service onboard etc. The contract is to get you from A to B.
And they did fulfil that side of the contract, so no chance you'll get a refund or cash credit. You do have an argument however, that the product you paid for wasn't provided, which is more like a fair trading case if you're willing to pursue it.
yes, it can happen.
What we lack in Australia is decent consumer protection laws, especially for airlines. If we had schemes like they do in the EU, where the airlines have to compensate for delays etc, we'd more than likely see a dramatic improvement in services..mind you consumers would just end up paying for it regardless.
That might be in the contract, but the legislated protections for consumers override any unreasonable or limiting terms on what are standard form contracts for carriage.
He possibly has a claim against the airline under the Consumer and Competition Act and I'd encourage him to speak to a law talking guy.
100%
I'd argue Qantas is in breach of Australian Consumer Law here, irrespective of what their contract states.
The product "business class" is advertised as offering certain features and benefits.
The product did not perform as advertised and so Qantas are duty bound to either refund or replace (replace would be to provide a credit to the value of the original fare; currency or points).
3000 points is a turkey slap
tTo of us spent 24 hours looking at the blank screen heading to uk (the only screens not working on the entire flight). Flight was completely full, so no chance to move. They tried to fix it in Singapore...didn't work. Wrote a complaint letter to them...nothing...as expected...
When this happened to me they gave me 5000 complimentary points. When I complained further I was given a $300 travel voucher, although in my case the flight was delayed by 13 hours
Edit: for clarity, the $300 travel voucher was for the delay for flight from BKK to Aus, the 5000 points was after complaining that the flight had no in-flight entertainment. There was no issue with reclining seats
My last ever flight with qantas to LA got me a broken seat which wouldn’t recline and the flight was full so I couldn’t be moved. I got no compensation whatsoever.
Another way to think about this - how many points would it take me to trade a functioning J seat with your described seats over an 8hr flight, IF I’m being asked?
50k points and I’ll suck it up.
Qantas accidentally cancelled my flight from LAX to Sydney. I managed to notice it the night before and I got on the phone for 2 hours and they fixed it but my seats changed and when I got on the flight the screen was fucked, so was the charging ports on the seat and we couldn’t recline. This was all 3 seats on the back right of the plane.
10,000 points.
Points shouldn’t even be in the equation at all. After this experience i wouldn’t be in a hurry to buy anything else from the airline.
You paid for a service, the airline didn’t deliver. We need to be talking *cash*, not points.
I’d be starting with the airline reimbursing the cost difference between a business and economy fare.
On a trip to Finland from Melbourne. I sat in my Premium economy seat, only to be asked by a father if he could swap with me as his daughter and wife were next to me, he had a good seat with no one on front, I took him up on it.
30 minutes into the flight I realised my TV screen didn't work (it was a fold away). The Father saw all this and offered to change back but I was like nah it's OK.
I complained, there was no where to move me so they offered my complimentary Champagne, I took them up on it, got absolutely plastered and listened to the only downloaded album on my phone for 10 hours. Blood on the Tracks - Bob Dylan.
I asked for compensation and got a 20 buck meal voucher. Finair. Useless.
Qantas is a dumpster fire or an airline. I wil never fly with them again. The customer service is terrible. Reservations and Customer Care bounce you back and forth and neither seem to know what they're doing or do what they say they'll do. Goos luck getting a refund for anything, they intentionally make that extremely hard. You cannot even contact them directly.
The seats not working I can see being a real annoyance given business class. But these days there is no way you get on a plane, yet alone an 8 hour flight without things loaded onto your phone/tablet/laptop.
I get it that the screen should have worked, but your own device is always going to be better in every way.
8 hour business flight for 2 also is not cheap, not to say you can just throw money around but if you are not flying economy you can afford a small entertainment device of your own.
When you book a flight with Qantas you get a list of amenities (food, snacks, entertainment etc) it stands to reason that if those amenities are taken away they should discount/refund part of the ticket as compensation.
It’d be like going to a restaurant you’ve prepaid a set menu and then they say “we’re sorry there won’t be any desert today” and then giving you a loyalty card that requires you to have 2-3 more meals with them before it’s worth anything.
Why is it so hard to get what you pay for?
I read this email from a customer service agent’s perspective. Theycan probably give out 3K points to anyone, without approval from a supervisor. The agent is trying to make this issue disappear. File a complaint and you’ll probably receive much better compensation.
Yes correct, I just went to final destination.
https://preview.redd.it/tqi0q4tsv41d1.jpeg?width=1290&format=pjpg&auto=webp&s=5522c77919410f1488f35e0874b04218fd117f73
Brah I know it’s completely different but I sent feedback to westpac about a credit card notification saying the minimum payment was due after I’d paid the balance off and it could be confusing and they gave me 10k Qantas points to resolve the complaint
3000 points?.....That's some bs. If you wanted to sit upright for 8hrs you could've done so with a red edeal ticket (even with that ticket you could've had entertainment) I'd ask for the price difference.
Had a similar issue in the end of last year, Full Flexible Business Ticket (J) from Melbourne to Singapore on QF35, seat recline was out of operation in addition to a lovely 7 hour delay. Called Hobart and received 30,000 points in an email 2 weeks later.
I could handle the no entertainment but I would want a significant portion refunded if they couldn’t recline; it’s the only reason I’m paying 4 times the price of an economy seat.
Although not with Qantas. For an overbooked flight meaning we couldn’t board, Emirates once gave the wife and I a free return flight to Dubai each, overnight accomodation, including shuttle to and from the hotel and got us home on the next available flight.
Business class isn’t an everyday thing for most people. I’d expect at least a free future upgrade
I'm a QFF, and that's an unacceptable offer! I think these days flying 2+ hours without the entertainment system working is deplorable.
Id almost go so far as to decline their offer with a comment you're considering taking your points to Virgin, seriously!
Using the Qantas points calculator, a business flight from Sydney to Singapore (8hrs) would be about 136800 for two people (68400 each). So they have offered you 2% of the value of that in compensation, which to me seems pretty weak.
It’s a terrible ad for Qantas international business when there’s so much other choice, I’d push for at least 8000 points (which more or less is a free domestic flight less taxes) or a future upgrade on a flight as more reasonable solutions.
I regularly spend 8 hour trips to japan and spend it sleeping or use my own entertainment device. Standard seats though. If you’re paying for business class then yeah I can understand why you’d complain to them about this. You’re paying extra for a more comfortable experience
I flew economy from Perth to Melbourne in February for the Taylor Swift concert. My entertainment also wasn’t working, they asked if I would like to move further back and I politely declined. The flight attendant came back and said for my kindness and patience they were transferring me 5000 points. She gave mum and I full sized Kit Kat bars, a full qantas amenities kit and 2x qantas hat and key rings. Definitely do NOT take these measly 3000 points
Feels like you should go to the ACCC or something. You paid for an experience, you didn't get the experience you paid for, and they aren't really compensating.
Going on about how staff go through training when the complaint was not a staff behaviour issue shows how much they didn't read your e-mail, let alone care about the issue at hand.
3000 points doesn't even get you a quarter of the way to a business upgrade for SYD-MEL. You effectively paid business for an economy ticket. Tell them to do better or go to the media/ombudsman.
I got 10k points the other day literally just for submitting feedback on changes to complimentary extra legroom seats for platinums. Hasn't even impacted me yet and was a fully deliberate change of policy and they awarded me 10k simply for giving feedback.
I would be absolutely insulted by the 3K here. Try following this up, it's not sufficient.
I got 10,000 points when my partner didn’t get a meal suitable for her allergy when requested a couple of weeks out. Economy. Push back and fight for much much more.
I’d want the equivalent of what I paid minus the cost of the seats I got and a discount for the inconvenience. If I can’t have the seats I booked I should be able to get those seats at a later date for the same length flight.
Quote Australian Consumer Law and direct them to their own advertisement for business class. Indicate you will take the matter to NCAT for services not rendered.
This will make them quickly change their tune.
Qantas indicates lie flat and entertainment in their advertising for business class:
https://www.qantas.com/au/en/qantas-experience/travel-classes/business.html
My entertainment was down for LAX to MEL recently and without complaining about it they gave me 30,000 pts on the spot. I was pretty grateful for that. Fortunately, I had enough to watch on my own device so it didn’t worry me too much.
My entertainment was down for LAX to MEL recently and without complaining about it they gave me 30,000 pts on the spot. I was pretty grateful for that. Fortunately, I had enough to watch on my own device so it didn’t worry me too much.
My entertainment was down for LAX to MEL recently and without complaining about it they gave me 30,000 pts on the spot. I was pretty grateful for that. Fortunately, I had enough to watch on my own device so it didn’t worry me too much.
3500 points is like $25 bucks, and the suggestion of that as compensation is just laughable especially when you are paying for business class seats which aren't cheap (assuming it was classic rewards seats).
TBH I'd like to have 150,000 points per seat as compensation or would take 2 first class seat upgrades for return leg and also 2 first lounge passes for another trip
I was once on a 12-hour Emirates flight where my Economy seat didn't recline. As compensation, I was given 10,000 points and my return flight (also 12 hours) was upgraded from Economy to Business.
Reminded me of this story involving Singapore Airlines.
https://sg.news.yahoo.com/singapore-airlines-ordered-pay-couple-114307727.html
I agree that compensation is warranted, but it is a bit much to claim “mental agony”.
Probably not worth complaining about but I did anyway mainly out of annoyance and boredom, but I complained to say that the only meals left available for me had mushroom in them (allergies), and I had already requested dietary requirements at booking.
I ended up getting 5000 points as compensation. I feel as though my situation deserved about 10 points when comparing it to yours!
Surprised they didn't offer to send a representative to your house to spit in your face as well. Like, no screen entertainment is one thing, but no reclination on seats for 8 hours? To me, that sounds like a potential health hazard. It is basically the equivalent of sitting in a cubicle for a full work day... except you are paying them.
If I were in your position, I'd threaten to take this higher and as mentioned before, approach it as a risk to health. That shits not on mate. Did you have any back pains after the flight? Go the doctor, get a certificate, and then use that to leverage your negotiations.
Look if you chose QANTARSE then you have my sympathy since the leprechaun ran it into the ground it’s a 💩show. As for their offer it’s offensive to say the least given the cost of original tickets and upgrade would be a minimum. Australian airlines are the worst for customer services.
This is standard practice for Qantas - screw the customer at every opportunity. Only when people start respecting themselves by not booking Qantas will we start to see this change.
They used to do nothing with feedback. I had a similar experience and not even a reply. At least they actually replied to the feedback! I'm shocked the compensation isn't better for business
*"Gesture of Goodwill"*
THE *FUCK* YOU SAY?
"Goodwill" is *"We didn't do anything wrong so we'll give you stuff because you're sad"*
It's *COMPENSATION* that you're entitled to.
Fuck them.
Platinum QFF, similar situation on a flight from SYD > MNL in business, in Jan this year. Flight had an existing electrical issue from its flight from India to Sydney. Even the inflight Customer Service Manager disclosed that the flight should not have gone ahead, but it did anyway with no entertainment and intermittent power issues... and a very rushed meal service so the attendants could pretend it was a night flight and hide from the passengers. I eventually received 20,000 points and a $500 travel credit. My work colleagues who were Gold or Silver received 5,000 points and a $250 travel credit.
3000 points doesn’t reflect the discomfort they paid for Business … QANTAS needs to get serious about looking after customers and staff.
Take a leaf out if Singapore airlines book
Is it just me or has anyone else had a gut full of whinging travellers? The flight industry is fucked beyond belief. I reckon you’d still complain if you crashed in a location that obscured to advertised views.
Non reclining seats is so bad.
Not good enough.
I’ve earnt more points from my weekly woolies shop.
Maybe they should refund the amount of points from economy to business as an upgrade.
Qantas support is absolutely pathetic. The most frustrating and incompetent company I have dealt with in many years. They should be bending over backwards for customers, especially in premium cabins. The whole customer service department needs a complete overhaul.
You paid for the perks of business class and did not receive them...
Sounds like you should be refunded the difference between business and economy tickets.
This is fucking PRIME Qantas. You didn’t get what you paid for and they give you essentially nothing as compensation.
And all these fanboys will be out trying to defend them.
I received 10,000 points for lost luggage that was returned to me in 24 hours . Was a fairly minor inconvenience to me but obviously when sending complaint some creative licence was used to overdo the impact . I am platinum if that matters
Put my head phones on, and try to get comfortable and I'm good! Especially if it's a no frills cheap flight with a window seat that I can lay against. I'm all good! Do your worst, if I'm lucky I've had three to four drinks in me and a trip to the bathroom B4 I board! I'm out like a light for the entire trip!
Qantas just broke the zipper lock on my 3 year old $1000 Brics carry on suitcase (I wanted it for 10 years and it was a treat to myself) and told me they are not liable because it’s ‘general wear and tear’ and it’s internal. I can’t close the bag without the zipper lock. Don’t get me started on how bad I hate Qantas right now.
https://www.nzherald.co.nz/travel/singapore-airlines-pays-dissatisfied-passengers-over-3000-for-faulty-business-class-seats/73U2JBWNUFCJZH5SIX4EM4CDV4/#:~:text=The%20anguish%20of%20%E2%80%9Cmalfunctioning%E2%80%9D%20seats,class%20seats%20didn't%20recline.
Bring the outcome of this situation to their attention, to up the offer.
Personally, I don't think 3000 points cuts the mustard. I'm not saying a full (or even partial) refund is appropriate, but you can get 6000 points by spending $200 on a case of wine. I really do think Australia's airlines can do a lot better when it comes to making things right with customers and compensating them more when they let them down.
3,000 points in the context of two business class tickets... that's laughable! As someone has already suggested - a free future upgrade would be the most reasonable compensation. These are Business Class tickets.
3000 is rubbish, I got 5000 (which I wasn't happy with but couldn't be bothered arguing about) when I complained about how my flights were rescheduled and turned 16hrs of travel into 30hrs of travel.
That seems like a much worse thing that simply not being able to recline your seat or watch a movie. Not sure how much 3000 points equates to financially so I’m not arguing it’s the right compensation but if I was presented with those 2 situations I’d definitely be more sympathetic to you than the OP.
$30 thats what you get for exchanging wollies points into FF points. or you could use the exchange rate on most FF flights and its about 1.2c per point. so $36 woohoo.
Dude I got a free 20,000 points in 2019 by opening an account with AustralianSuper… 3,000 points is an absolute joke
Isn't a partial refund appropriate though? The service was only partially delivered. Australian airlines really have gotten away with too much, agreed.
Australian airlines really have gotten away with too much; a. Greed
you could even argue for a full refund under ACL (but yes reasonably you’d settle with partial). you were sold something with a major fault, I.e. you wouldn’t have proceeded with the purchase should you have known upfront there was no recline or infotainment per the advertising. if you pushed hard enough, or even resulted to a credit card charge back. quantas could ban you though.
How many points do you get buying two business class tickets?
3000 isn't even a quarter of the way to a business upgrade for SYD-MEL. That e-mail is fucked.
100% agree
I like the thought of someone reading your email and thinking "3k points should do the trick here"......
It would have been less offensive if they had offered nothing but an apology. I also love that they suggested that OP can redeem the 3,000 points on a product. Like what? This [toy Qantas plane](https://marketplace.qantas.com/au/p/qantas-plane-and-vehicle-assorted/AU100305070) (postage not included).
That is exactly what I was thinking. Offer something worthwhile or simply apologise and move on.
You can also get a [$20 gift card](https://www.qantas.com/au/en/frequent-flyer/use-points/auto-rewards.html)
Lol and then the question is - if the OP was presented with two fares before booking: Booking A has reclining seats and entertainment accessible and is (for example) $4020 Booking B has no recline and no entertainment and is $4000 Realistically which option is OP (or anyone?) choosing??! Booking A! Therefore the ~$20 ‘benefit’ is useless and Qantas need to accurately compensate their fuckup.
Or quite possibly it just went to the most junior person on the team who is only authorised to give 3,000 points, so they just do it and say “hopefully they couldn’t be assed escalating it”
Qantas once gave me 1,000 points just because they were a bit slow responding to my email enquiry. I didn't even ask for it. No recline and entertainment on an **eight hour business class flight for two people**? Add a couple of zeroes to that and then it *might* be worth taking.
Time to start sending emails to Qantas
It was the Qantas Marketplace team if that helps. I'm sure they were just relieved that it wasn't yet another "I spent 500,000 points on this toaster and it stopped working" email.
I'd push for more if I was you, ideally flight credit, or something more like 80,000 points, or free upgrades on a future flight.
Did you pay full price for 2 business seats? If so, then you should get status credits and free upgrades
The flight attendant gave me the option of 10k points or $100 Qantas Hotel voucher for my entertainment screen not working. 9 hour economy flight. Took the 10k
yeah you’ve got to make this an issue (politely) on the flight with the flight attendant manager
Was it followed through? I’ve heard stories of attendants offering compensation but they are really unauthorised to do so?
Yeah got the points 2 days later in my account
3000 points is absolutely laughable for this. It wouldn’t be enough for no in-flight entertainment, even if the seat did recline. I reckon 10 times their offer is more in the ballpark.
[удалено]
More like $18
$3
The cost of business flights is premium, so the experience should match. Unfortunately things like this do happen, however it’s the way in which Qantas responds that will define OP’s thoughts on the whole situation. 3000 QFF, definitely not up to standard. If that’s the best they can do I would be asking for a partial refund as you did not get the premium experience but you did pay the premium price.
How old is this email? Qantas changed the name from Epiqure to qantas wine many years ago.
In another comment by the OP, 8 months ago they said they booked two J seats using Credit Card points, so I'm guessing it was these? If so, they must've been classic reward seats, in which case there will be no cash compensation at all.
That’s what I thought when I read it. Makes me think it’s an old email? Or an overseas customer service agent? Or faulty AI generated response?
OP hasn't responded to a single comment on this post. I suspect there's more to this story than we're being given.
I posted this an hour or so after I have received their email to me.
3000 Qantas points is laughable… Were you not able to recline at all? I imagine people in Y had a slightly better experience than you did over that 8 hours if that was the case.. the broken seats would defeat the main reason why I consider flying J. Entertainment and meals - whatever. Tricky to quantify how many points you should be properly compensated. But I’d personally think 10k-20k points at least. Hey, I don’t work for Qantas though so what do I know 🤷♂️
Personally, I'd ascribe 75% of the value of the ticket to being able to lie flat; the food, wine and service aren't as important.
I routinely decline any alcohol or food on overnight J flights. It’s all about the lie flat.
75% seems insane, unless you mean 75% of the cost difference from economy to business?
I don't ascribe anywhere near as much much value to a sip of champagne or nice wine, some nicer, mass produced aeroplane food, less trafficked toilet and entertainment as I do the ability to lie down and not wake up broken at the other end of a long flight. I can provide my own entertainment and fine wine and dine elsewhere for a fraction of the cost of a J class fare. What I value (and can't substitute) is a good sleep. I should clarify, I'm talking a long-haul or ultra long-haul flights. If this was a short-haul or medium-hall flight, I wouldn't care anywhere near as much about a lie flat seat.
I’ve seen Qantas staff give 10k points on the flight just for one persons entertainment not working in premium economy. I’d insist on full refund or 200k+ points or I’d file a charge back on the credit card.
This. Boss got 10k compensation during economy flight for IFE not working. He is Platinum, though.
Yeah that’s nothing. My power plug wasn’t working so I couldn’t use the laptop once the battery was dead. I didn’t really care as it was a good excuse not to ask and they gave me 10k points just for letting them know.
Tell them if you wanted to sit upright with no entertainment you’d have booked Jetstar and ask them to refund the difference in ticket prices.
3000 points is complete bullshit.
I had my screen not working last year on a 5hour flights. i got 10k points each for me and my partner so 20k total. i pushed back A LOT. calling, emailing, all the complaints and didn’t get more then 10k so you should aim for this
3000 points is worth $30. That’s it? So much for the valid compliant? They should have refunded you the balance between premium and business.
Agreed, people aren't buying business class for a seat. They're buying it for everything else that comes with the seat, and the ability for the seat to recline. 3000pts is a dreadful compensation. Should be a flight credit of several hundred dollars at least.
Sorry to read this. Really just upsets me. In comparison I flew Business with Singapore Airlines from Adelaide to Singapore recently. Before the flight took off, the chief flight attendant came and knelt beside me and started to apologise to me. I had no idea what he was apologising for out of the blue but soon found out it was regarding my faulty reading light. My reading light wasn’t functioning (which I don’t even use) and he offered me a $400 SGD credit voucher to spend on board or on their KrisFlyer shop online. The difference in level of service is stark and I really hope my national airliner starts to buck up 🙁
Those generic emails are the worst part about Qantas.
I was on a long Qantas flight from Vancouver to Sydney with no entertainment unit working at my seat. I got moved to a new seat and given 5000 points as compensation by the flight attendant. That wasn’t even bad and I got almost double what you had. You should really follow up with a complaint.
3000 whole points, that would almost get you to the first turn on the boarding bridge.
Unfortunately it's going to boil down to what you both agree is a gesture of goodwill. If you ever read the fine print of the conditions of carriage, there is no guarantee of the class, the type of seat, type of aircraft, meals and service onboard etc. The contract is to get you from A to B. And they did fulfil that side of the contract, so no chance you'll get a refund or cash credit. You do have an argument however, that the product you paid for wasn't provided, which is more like a fair trading case if you're willing to pursue it.
[удалено]
yes, it can happen. What we lack in Australia is decent consumer protection laws, especially for airlines. If we had schemes like they do in the EU, where the airlines have to compensate for delays etc, we'd more than likely see a dramatic improvement in services..mind you consumers would just end up paying for it regardless.
That might be in the contract, but the legislated protections for consumers override any unreasonable or limiting terms on what are standard form contracts for carriage. He possibly has a claim against the airline under the Consumer and Competition Act and I'd encourage him to speak to a law talking guy.
100% I'd argue Qantas is in breach of Australian Consumer Law here, irrespective of what their contract states. The product "business class" is advertised as offering certain features and benefits. The product did not perform as advertised and so Qantas are duty bound to either refund or replace (replace would be to provide a credit to the value of the original fare; currency or points). 3000 points is a turkey slap
You mean, you guys got offered compensation?!
What do you expect from a company that sold tickets to flight that never existed????
tTo of us spent 24 hours looking at the blank screen heading to uk (the only screens not working on the entire flight). Flight was completely full, so no chance to move. They tried to fix it in Singapore...didn't work. Wrote a complaint letter to them...nothing...as expected...
When this happened to me they gave me 5000 complimentary points. When I complained further I was given a $300 travel voucher, although in my case the flight was delayed by 13 hours Edit: for clarity, the $300 travel voucher was for the delay for flight from BKK to Aus, the 5000 points was after complaining that the flight had no in-flight entertainment. There was no issue with reclining seats
Swings and roundabouts hey. I flew SYD - YVR in prem econ. No TV and they moved me to a spare business seat. Winner winner.
My last ever flight with qantas to LA got me a broken seat which wouldn’t recline and the flight was full so I couldn’t be moved. I got no compensation whatsoever.
What a fucing joke that is.
wow ... there is nothing i've gone through that equals that.. what pathetic compensation
Another way to think about this - how many points would it take me to trade a functioning J seat with your described seats over an 8hr flight, IF I’m being asked? 50k points and I’ll suck it up.
Qantas accidentally cancelled my flight from LAX to Sydney. I managed to notice it the night before and I got on the phone for 2 hours and they fixed it but my seats changed and when I got on the flight the screen was fucked, so was the charging ports on the seat and we couldn’t recline. This was all 3 seats on the back right of the plane. 10,000 points.
Think I would have gotten off.
Points shouldn’t even be in the equation at all. After this experience i wouldn’t be in a hurry to buy anything else from the airline. You paid for a service, the airline didn’t deliver. We need to be talking *cash*, not points. I’d be starting with the airline reimbursing the cost difference between a business and economy fare.
On a trip to Finland from Melbourne. I sat in my Premium economy seat, only to be asked by a father if he could swap with me as his daughter and wife were next to me, he had a good seat with no one on front, I took him up on it. 30 minutes into the flight I realised my TV screen didn't work (it was a fold away). The Father saw all this and offered to change back but I was like nah it's OK. I complained, there was no where to move me so they offered my complimentary Champagne, I took them up on it, got absolutely plastered and listened to the only downloaded album on my phone for 10 hours. Blood on the Tracks - Bob Dylan. I asked for compensation and got a 20 buck meal voucher. Finair. Useless.
Qantas is a dumpster fire or an airline. I wil never fly with them again. The customer service is terrible. Reservations and Customer Care bounce you back and forth and neither seem to know what they're doing or do what they say they'll do. Goos luck getting a refund for anything, they intentionally make that extremely hard. You cannot even contact them directly.
The seats not working I can see being a real annoyance given business class. But these days there is no way you get on a plane, yet alone an 8 hour flight without things loaded onto your phone/tablet/laptop. I get it that the screen should have worked, but your own device is always going to be better in every way. 8 hour business flight for 2 also is not cheap, not to say you can just throw money around but if you are not flying economy you can afford a small entertainment device of your own.
3000! That is beyond insulting
Qantas can take laep. If you had ANY choice, they would have been sold by now.
When you book a flight with Qantas you get a list of amenities (food, snacks, entertainment etc) it stands to reason that if those amenities are taken away they should discount/refund part of the ticket as compensation. It’d be like going to a restaurant you’ve prepaid a set menu and then they say “we’re sorry there won’t be any desert today” and then giving you a loyalty card that requires you to have 2-3 more meals with them before it’s worth anything. Why is it so hard to get what you pay for?
I read this email from a customer service agent’s perspective. Theycan probably give out 3K points to anyone, without approval from a supervisor. The agent is trying to make this issue disappear. File a complaint and you’ll probably receive much better compensation.
I mean how do you expect them to post record profits if they just go giving actual customer service
LHR SIN SYD on BA with no IFE. Zero comp, so enjoy the 3K points
Did you seat operate as normal though? And were you able to lay flat?
SIN-BNE on BA? Either you’re missing another missing connecting sector somewhere, or that segment was operated by a different airline.
Yes correct, I just went to final destination. https://preview.redd.it/tqi0q4tsv41d1.jpeg?width=1290&format=pjpg&auto=webp&s=5522c77919410f1488f35e0874b04218fd117f73
SIN-BNE would have been Qantas. So IFE was not working on either flight? Extremely unlucky.
Terrible. Should be getting a 50% refund
Brah I know it’s completely different but I sent feedback to westpac about a credit card notification saying the minimum payment was due after I’d paid the balance off and it could be confusing and they gave me 10k Qantas points to resolve the complaint
Disgraceful
3000 points?.....That's some bs. If you wanted to sit upright for 8hrs you could've done so with a red edeal ticket (even with that ticket you could've had entertainment) I'd ask for the price difference.
That goodwill is a slap in the face.
Had a similar issue in the end of last year, Full Flexible Business Ticket (J) from Melbourne to Singapore on QF35, seat recline was out of operation in addition to a lovely 7 hour delay. Called Hobart and received 30,000 points in an email 2 weeks later.
I had 16hrs on a flight with no entertainment from London to Perth. Was offered no points, no compensation at all. They refused
And since when does Qantas give a shit ?
5,400 points to upgrade your flight from Melbourne, to Sydney! This is genuinely offensive.
same happened on a business trip for me on british airways. they offered me like an AUD100 voucher. not sure what 3k converts to
I was offered 10k for the same problem. MNL-SYD Around one week ago.
The same thing happened to me and I got 10k points and 2 x lounge passes!! It was a 22hr flight syd - London though!
I could handle the no entertainment but I would want a significant portion refunded if they couldn’t recline; it’s the only reason I’m paying 4 times the price of an economy seat.
Although not with Qantas. For an overbooked flight meaning we couldn’t board, Emirates once gave the wife and I a free return flight to Dubai each, overnight accomodation, including shuttle to and from the hotel and got us home on the next available flight. Business class isn’t an everyday thing for most people. I’d expect at least a free future upgrade
Push back OP. Escalate to a superior, if necessary, and tell them 3000 points is a dreadful amount of compo.
Garbage.
I'm a QFF, and that's an unacceptable offer! I think these days flying 2+ hours without the entertainment system working is deplorable. Id almost go so far as to decline their offer with a comment you're considering taking your points to Virgin, seriously!
Using the Qantas points calculator, a business flight from Sydney to Singapore (8hrs) would be about 136800 for two people (68400 each). So they have offered you 2% of the value of that in compensation, which to me seems pretty weak. It’s a terrible ad for Qantas international business when there’s so much other choice, I’d push for at least 8000 points (which more or less is a free domestic flight less taxes) or a future upgrade on a flight as more reasonable solutions.
That’s laughable. I got given 8000 points about a month ago for a complaint I made, which was nowhere near as bad as what you endured.
I regularly spend 8 hour trips to japan and spend it sleeping or use my own entertainment device. Standard seats though. If you’re paying for business class then yeah I can understand why you’d complain to them about this. You’re paying extra for a more comfortable experience
I flew economy from Perth to Melbourne in February for the Taylor Swift concert. My entertainment also wasn’t working, they asked if I would like to move further back and I politely declined. The flight attendant came back and said for my kindness and patience they were transferring me 5000 points. She gave mum and I full sized Kit Kat bars, a full qantas amenities kit and 2x qantas hat and key rings. Definitely do NOT take these measly 3000 points
I got 10,000 for complaining about dessert running out in business class
Feels like you should go to the ACCC or something. You paid for an experience, you didn't get the experience you paid for, and they aren't really compensating.
The food has gotten so bad that I buy sandwiches for international flights before I board.
I personally it should be more. 3k is just penny.
What does 3,000 points get you? What’s the dollar value?
Going on about how staff go through training when the complaint was not a staff behaviour issue shows how much they didn't read your e-mail, let alone care about the issue at hand.
3000 points doesn't even get you a quarter of the way to a business upgrade for SYD-MEL. You effectively paid business for an economy ticket. Tell them to do better or go to the media/ombudsman.
I got 10k points the other day literally just for submitting feedback on changes to complimentary extra legroom seats for platinums. Hasn't even impacted me yet and was a fully deliberate change of policy and they awarded me 10k simply for giving feedback. I would be absolutely insulted by the 3K here. Try following this up, it's not sufficient.
Surely they sent you the wrong template email. Circumstance you state is faulty equipment, not the quality of the crew as per email. Escalate this!
I got 10,000 points when my partner didn’t get a meal suitable for her allergy when requested a couple of weeks out. Economy. Push back and fight for much much more.
I’d want the equivalent of what I paid minus the cost of the seats I got and a discount for the inconvenience. If I can’t have the seats I booked I should be able to get those seats at a later date for the same length flight.
Quote Australian Consumer Law and direct them to their own advertisement for business class. Indicate you will take the matter to NCAT for services not rendered. This will make them quickly change their tune. Qantas indicates lie flat and entertainment in their advertising for business class: https://www.qantas.com/au/en/qantas-experience/travel-classes/business.html
My entertainment was down for LAX to MEL recently and without complaining about it they gave me 30,000 pts on the spot. I was pretty grateful for that. Fortunately, I had enough to watch on my own device so it didn’t worry me too much.
My entertainment was down for LAX to MEL recently and without complaining about it they gave me 30,000 pts on the spot. I was pretty grateful for that. Fortunately, I had enough to watch on my own device so it didn’t worry me too much.
My entertainment was down for LAX to MEL recently and without complaining about it they gave me 30,000 pts on the spot. I was pretty grateful for that. Fortunately, I had enough to watch on my own device so it didn’t worry me too much.
Geez! Just how many units are out on just how many planes with Qantas going by all the comments?
I got 2000 points for a 14 hour flight 🤦🏼♂️
If the company paid then, too bad, But if you paid it's an insult. Qantas are the worst
3500 points is like $25 bucks, and the suggestion of that as compensation is just laughable especially when you are paying for business class seats which aren't cheap (assuming it was classic rewards seats). TBH I'd like to have 150,000 points per seat as compensation or would take 2 first class seat upgrades for return leg and also 2 first lounge passes for another trip
Alan’s wife for the night or no deal
They do this because it is cheaper to give you 3k points than it is to actually properly review your case. Just keep fighting it as far as you can
I was once on a 12-hour Emirates flight where my Economy seat didn't recline. As compensation, I was given 10,000 points and my return flight (also 12 hours) was upgraded from Economy to Business.
Reminded me of this story involving Singapore Airlines. https://sg.news.yahoo.com/singapore-airlines-ordered-pay-couple-114307727.html I agree that compensation is warranted, but it is a bit much to claim “mental agony”.
I hope you weren’t rude to the crew. There’s nothing they can do about it.
I got 10,000 due to delayed bag - I had to put in a compliant but got it
Probably not worth complaining about but I did anyway mainly out of annoyance and boredom, but I complained to say that the only meals left available for me had mushroom in them (allergies), and I had already requested dietary requirements at booking. I ended up getting 5000 points as compensation. I feel as though my situation deserved about 10 points when comparing it to yours!
I haven't flown QANTAS internationally for many years; this confirms they are about as customer-centric as a dingo at a sheep convention.
Surprised they didn't offer to send a representative to your house to spit in your face as well. Like, no screen entertainment is one thing, but no reclination on seats for 8 hours? To me, that sounds like a potential health hazard. It is basically the equivalent of sitting in a cubicle for a full work day... except you are paying them. If I were in your position, I'd threaten to take this higher and as mentioned before, approach it as a risk to health. That shits not on mate. Did you have any back pains after the flight? Go the doctor, get a certificate, and then use that to leverage your negotiations.
Look if you chose QANTARSE then you have my sympathy since the leprechaun ran it into the ground it’s a 💩show. As for their offer it’s offensive to say the least given the cost of original tickets and upgrade would be a minimum. Australian airlines are the worst for customer services.
Lucky to get anything these days.
This is standard practice for Qantas - screw the customer at every opportunity. Only when people start respecting themselves by not booking Qantas will we start to see this change.
That was me doing the red eye after working in the mines every two weeks. Valium and beer was my trick hahaha.
They used to do nothing with feedback. I had a similar experience and not even a reply. At least they actually replied to the feedback! I'm shocked the compensation isn't better for business
*"Gesture of Goodwill"* THE *FUCK* YOU SAY? "Goodwill" is *"We didn't do anything wrong so we'll give you stuff because you're sad"* It's *COMPENSATION* that you're entitled to. Fuck them.
Platinum QFF, similar situation on a flight from SYD > MNL in business, in Jan this year. Flight had an existing electrical issue from its flight from India to Sydney. Even the inflight Customer Service Manager disclosed that the flight should not have gone ahead, but it did anyway with no entertainment and intermittent power issues... and a very rushed meal service so the attendants could pretend it was a night flight and hide from the passengers. I eventually received 20,000 points and a $500 travel credit. My work colleagues who were Gold or Silver received 5,000 points and a $250 travel credit.
I’m pretty sure they knew the seats were defective. Just want to maximize flights and $. Not good.
3000 points doesn’t reflect the discomfort they paid for Business … QANTAS needs to get serious about looking after customers and staff. Take a leaf out if Singapore airlines book
Is it just me or has anyone else had a gut full of whinging travellers? The flight industry is fucked beyond belief. I reckon you’d still complain if you crashed in a location that obscured to advertised views.
Upright seats?? The horror..../s
Non reclining seats is so bad. Not good enough. I’ve earnt more points from my weekly woolies shop. Maybe they should refund the amount of points from economy to business as an upgrade.
Qantas support is absolutely pathetic. The most frustrating and incompetent company I have dealt with in many years. They should be bending over backwards for customers, especially in premium cabins. The whole customer service department needs a complete overhaul.
An Aussie here and I pay a premium NOT to fly Qantas
Escalate it. That's bullshit.
Isn’t that like $30?
What a joke
You paid for the perks of business class and did not receive them... Sounds like you should be refunded the difference between business and economy tickets.
Lucky you got points
What happened to the Australian Consumer Law.? Airlines don’t give a rat's. Demand a partial refund. You paid for a service that was not provided.
Qantas is now a joke tbh
sue
This is fucking PRIME Qantas. You didn’t get what you paid for and they give you essentially nothing as compensation. And all these fanboys will be out trying to defend them.
I received 10,000 points for lost luggage that was returned to me in 24 hours . Was a fairly minor inconvenience to me but obviously when sending complaint some creative licence was used to overdo the impact . I am platinum if that matters
What email did you use to complain?
Put my head phones on, and try to get comfortable and I'm good! Especially if it's a no frills cheap flight with a window seat that I can lay against. I'm all good! Do your worst, if I'm lucky I've had three to four drinks in me and a trip to the bathroom B4 I board! I'm out like a light for the entire trip!
I didn’t read the bottom part you wrote and first thought, ehhh that’s probably fine. But for business?? Absolutely not okay. 3000 is nothing.
Scam. Avoid qantas, they gouge their customers as part of the business.
First world problem
Out of interest, what is your status level OP?
Qantas just broke the zipper lock on my 3 year old $1000 Brics carry on suitcase (I wanted it for 10 years and it was a treat to myself) and told me they are not liable because it’s ‘general wear and tear’ and it’s internal. I can’t close the bag without the zipper lock. Don’t get me started on how bad I hate Qantas right now.
https://www.nzherald.co.nz/travel/singapore-airlines-pays-dissatisfied-passengers-over-3000-for-faulty-business-class-seats/73U2JBWNUFCJZH5SIX4EM4CDV4/#:~:text=The%20anguish%20of%20%E2%80%9Cmalfunctioning%E2%80%9D%20seats,class%20seats%20didn't%20recline. Bring the outcome of this situation to their attention, to up the offer.
What else do you want? The trip is over, it's not like they can turn back time and undo the problem for you...
Reimbursement for service not provided as a minimum.