Australian household paid $10,000 for Qantas flight to Scotland earlier than airline downgraded them to Jetstar
An Australian household was left fuming when a leg of their Qantas journey to Europe was ‘downgraded’ to Jetstar however they weren’t provided a refund on the worth hole.
However on the day of their journey, Qantas informed them their flight to Singapore had been cancelled and provided them an alternate Qantas flight that would come with a stopover in Sydney lasting three hours.
‘We did not need an additional three hours in Sydney, having to maintain our children entertained in an airport terminal,’ Mr Chen informed Yahoo Information Australia.
They had been then provided a Jetstar flight that didn’t have the Sydney detour which they accepted – reluctantly, having paid for the premium Qantas expertise.
Albert Chen and his household are preventing for a full refund of the fare distinction after their Qantas flight to Singapore was cancelled and so they had been downgraded to Jetstar as a substitute
Jetstar is the funds arm of Qantas with the principle airline billing itself as a premium expertise
Mr Chen then requested a refund for the worth distinction between the Qantas and Jetstar tickets to Singapore and mentioned he was surprised when he wasn’t instantly provided one.
‘Qantas refused to acknowledge that our change from Qantas to Jetstar was a downgrade,’ Mr Chen mentioned.
It’s understood when a passenger is moved from Qantas to Jetstar they’re provided further providers reminiscent of baggage and meals at no extra cost.
Mr Chen was later provided a partial refund of $700 together with frequent flyer factors as a goodwill gesture by the airline.
He claims it isn’t sufficient and continues to be in contact with Qantas demanding the total refund of the ticket distinction.
Mr Chen mentioned in keeping with his analysis his household’s Melbourne to Singapore leg labored out to about $4,100 with Qantas whereas an identical package deal with Jetstar prices about $1,780.
In line with client rights watchdog the ACCC, when an airline cancels a flight, ticket holders are entitled beneath legislation to various inside an inexpensive timeframe.
‘If that substitute service shouldn’t be inside an inexpensive time, the journey service supplier should give the buyer their alternative of a distinct substitute service or refund,’ the ACCC states.
Qantas have provided the Chen household a partial refund of $700 together with frequent flyer factors as a goodwill gesture by the airline
‘If the buyer needed to e book a brand new flight with one other airline as a result of the airline that they had initially booked with had no affordable substitute flights, they might have a proper to reimbursement from the unique airline for the price of that flight.’
The ACCC additionally added that in problems with a dispute what’s ‘affordable’ is set by a tribunal or courtroom and that when reserving a flight, prospects are agreeing to the airline’s phrases of service, which might define what an appropriate various is.
Qantas has been contacted for remark.