Couple compensated due to 'poor service' from Qantas
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When it comes to air travel, we all expect a certain level of service. But what happens when that service falls short?
For one New Zealand couple, it meant a lengthy battle with Qantas, resulting in a court-ordered compensation for their ordeal.
This case serves as a reminder to all travellers of their rights and the potential recourse available when things go wrong.
Nikki Bohlmann and Leesa Jackson had planned a trip to South Africa in May 2022. They booked premium economy return flights with Qantas, costing them NZ$7,246 (AUD$6,700).
However, the airline failed to issue the tickets despite receiving the payment due to a system error.
When the couple attempted to rebook, they were informed of a second system error that had prevented their payment from going through.
On their third attempt, the payment was successful, but the return date on the tickets was incorrect.
To make matters worse, Qantas informed them that correcting the return date would cost an additional A$150. This forced the couple to extend their trip by three days.
The saga didn't end there. Nikki and Leesa spent over 14 hours on the phone trying to rectify the date mistake.
They eventually embarked on their trip, only to return home to Auckland to find their luggage missing. It took five days for their luggage to be delivered.
Four months later, the couple were refunded for the previous flights they paid for but were not issued.
However, the ordeal had left a bitter taste, and they decided to take Qantas to Civil Court, seeking NZ$18,000 (A$16,674) for loss of income and expenses incurred.
'We were not treated like humans at all, we were just a number. [It was] absolutely impossible to sort anything out, we couldn’t speak to anybody,' Nikki said.
The couple claimed the additional three days off work cost them a combined income of more than $22,000 (A$20,300).
However, the court was sceptical of this claim, noting that both were essentially self-employed and likely had ways of making up for the lost earnings.
Despite this, the court ruled in favour of the passengers, acknowledging that they were 'majorly inconvenienced by the airline’s poor service'.
Qantas was ordered to pay NZ$4,426 (A$4,099) in compensation.
'I consider the standard of service offered in the booking process very poor in multiple respects,' said Judicial Officer Elizabeth Paton-Simpson.
In a statement, Qantas acknowledged the couple's 'frustrating' experience and confirmed they had paid the set amount.
This case highlights the importance of understanding your rights as a passenger.
Airlines have a responsibility to provide a certain level of service, and when they fail to meet these standards, passengers have the right to seek compensation.
In Australia, the Airline Customer Advocate (Ajust) provides a free and independent service to eligible customers of major Australian airlines.
Ajust can assist with complaints about flight delays or cancellations, baggage services, fees and charges, and more.
If you believe you have been treated unfairly by an airline, it's important to keep detailed records of your interactions, including phone calls, emails, and any expenses incurred as a result of the issue.
This evidence can be crucial if you decide to take your complaint to court or to services like Ajust.
Remember, you don't have to accept poor service. Stand up for your rights and you could turn a frustrating experience into a financial win.
Have you ever experienced poor service from an airline? Share your stories in the comments below.
For one New Zealand couple, it meant a lengthy battle with Qantas, resulting in a court-ordered compensation for their ordeal.
This case serves as a reminder to all travellers of their rights and the potential recourse available when things go wrong.
Nikki Bohlmann and Leesa Jackson had planned a trip to South Africa in May 2022. They booked premium economy return flights with Qantas, costing them NZ$7,246 (AUD$6,700).
However, the airline failed to issue the tickets despite receiving the payment due to a system error.
The court ordered Qantas to compensate the couple due to the airline’s ‘poor service’. Image: Facebook
When the couple attempted to rebook, they were informed of a second system error that had prevented their payment from going through.
On their third attempt, the payment was successful, but the return date on the tickets was incorrect.
To make matters worse, Qantas informed them that correcting the return date would cost an additional A$150. This forced the couple to extend their trip by three days.
The saga didn't end there. Nikki and Leesa spent over 14 hours on the phone trying to rectify the date mistake.
They eventually embarked on their trip, only to return home to Auckland to find their luggage missing. It took five days for their luggage to be delivered.
Four months later, the couple were refunded for the previous flights they paid for but were not issued.
However, the ordeal had left a bitter taste, and they decided to take Qantas to Civil Court, seeking NZ$18,000 (A$16,674) for loss of income and expenses incurred.
'We were not treated like humans at all, we were just a number. [It was] absolutely impossible to sort anything out, we couldn’t speak to anybody,' Nikki said.
The couple claimed the additional three days off work cost them a combined income of more than $22,000 (A$20,300).
However, the court was sceptical of this claim, noting that both were essentially self-employed and likely had ways of making up for the lost earnings.
Despite this, the court ruled in favour of the passengers, acknowledging that they were 'majorly inconvenienced by the airline’s poor service'.
Qantas was ordered to pay NZ$4,426 (A$4,099) in compensation.
'I consider the standard of service offered in the booking process very poor in multiple respects,' said Judicial Officer Elizabeth Paton-Simpson.
In a statement, Qantas acknowledged the couple's 'frustrating' experience and confirmed they had paid the set amount.
This case highlights the importance of understanding your rights as a passenger.
Airlines have a responsibility to provide a certain level of service, and when they fail to meet these standards, passengers have the right to seek compensation.
In Australia, the Airline Customer Advocate (Ajust) provides a free and independent service to eligible customers of major Australian airlines.
Ajust can assist with complaints about flight delays or cancellations, baggage services, fees and charges, and more.
If you believe you have been treated unfairly by an airline, it's important to keep detailed records of your interactions, including phone calls, emails, and any expenses incurred as a result of the issue.
This evidence can be crucial if you decide to take your complaint to court or to services like Ajust.
Remember, you don't have to accept poor service. Stand up for your rights and you could turn a frustrating experience into a financial win.
Have you ever experienced poor service from an airline? Share your stories in the comments below.
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