Couple suffers upsetting downgrade during their luxury $7,300 Bali trip
- Replies 3
In what has been described as a 'disappointing holiday' for a Sydney couple, Uwe Stockburger and his wife Mariella were left reeling after a sudden downgrade on their six-hour flight to Bali.
The devastating situation occurred just hours before the Stockburgers took off for the two-week luxury trip worth $7,300 they booked in January.
Attempting to check-in, nothing seemed to work until the pair were informed by Qantas airport staff that their flight had been cancelled due to an alleged ‘weight issue’.
The couple was already 'on the way to the airport' when Qantas sent out an email regarding the flight change–only three hours before take-off.
Left with no other option but to board a Jetstar plane, the couple soon discovered they were without much of the luxury amenities they had paid for.
The couple ended up paying an additional $13 each for their entertainment needs on the flight, as well as $47 to cover their meals–which had already been included in their Qantas package.
The same Jetstar flight was currently being sold for $448, and the return Qantas flight had gone unchanged, according to reports. This left a sour taste in Mr Stockburger's mouth, who felt as if they had been 'taken advantage of' due to a 'weight issue'.
The couple had chosen to fly with Qantas 'for the added extras', such as free food and entertainment that a Jetstar flight would not have offered for free. Uwe also claims that he was assured at the airport that he would not have to purchase entertainment and food again.
The Stockburgers were then left with no option but to battle Qantas to be reimbursed for the difference, but to their dismay, the airline 'was not willing to reimburse or even acknowledge that it was a downgrade'.
Qantas eventually agreed to refund the couple $584.91 per person, plus a $100 accommodation voucher for future travel.
A spokesperson for the airline revealed that the sudden change was due to 'bad weather' at the Sydney airport that had previously caused single-runway operations, requiring them to carry more fuel in case of delays.
The result was an unfortunate re-accommodation of several passengers on another service during the busy holiday period.
Airlines' Responsibilities to Passengers When a Flight is Cancelled or Changed
When unpredicted experiences like the sudden changes in the flight of the Stockburgers, it’s essential to know what airlines are legally obliged to do to rectify the situation.
Airlines have their responsibilities when flights are cancelled, changed, or delayed. This sets an industry standard where airlines must properly inform passengers about any changes to their flight before the date of departure.
Generally, when airlines fail to meet this condition, they owe passengers a 'duty of care', meaning they must provide reasonable assistance such as food, accommodation or transport costs depending on the length of the delay and the time of day.
Additionally, if a passenger has been bumped down from their booked class–similar to the Stockburgers’ shift from a Qantas to a Jetstar flight–the airline should refund the price difference between the original booking and the downgraded class.
Furthermore, passengers should know that if the airline can’t rectify the situation swiftly, they might be eligible for compensation depending on the length of the delay and reasons for cancellation.
Ultimately, remember that you have rights as a consumer and passenger–don't shy away from asserting them. Remember, dear members, knowledge is power, so stay informed, and do not hesitate to contact customer service if necessary!
We understand the hassle and frustration this 'downgrade' has caused, and we urge our members to always double-check flight plans and contact customer service if necessary.
If you have experienced a similar situation, share your experience (and some tips, maybe!) with us in the comments section below!
The devastating situation occurred just hours before the Stockburgers took off for the two-week luxury trip worth $7,300 they booked in January.
A couple was informed of the changes in their flight just three hours before take-off. Image source: rawpixel.com on Freepik.
Attempting to check-in, nothing seemed to work until the pair were informed by Qantas airport staff that their flight had been cancelled due to an alleged ‘weight issue’.
The couple was already 'on the way to the airport' when Qantas sent out an email regarding the flight change–only three hours before take-off.
Left with no other option but to board a Jetstar plane, the couple soon discovered they were without much of the luxury amenities they had paid for.
The couple ended up paying an additional $13 each for their entertainment needs on the flight, as well as $47 to cover their meals–which had already been included in their Qantas package.
The couple had no choice but to board a Jetstar flight instead of the Qantas flight they were expecting. Image source: Qantas/Jetstar Newsroom.
The same Jetstar flight was currently being sold for $448, and the return Qantas flight had gone unchanged, according to reports. This left a sour taste in Mr Stockburger's mouth, who felt as if they had been 'taken advantage of' due to a 'weight issue'.
The couple had chosen to fly with Qantas 'for the added extras', such as free food and entertainment that a Jetstar flight would not have offered for free. Uwe also claims that he was assured at the airport that he would not have to purchase entertainment and food again.
The Stockburgers were then left with no option but to battle Qantas to be reimbursed for the difference, but to their dismay, the airline 'was not willing to reimburse or even acknowledge that it was a downgrade'.
Qantas eventually agreed to refund the couple $584.91 per person, plus a $100 accommodation voucher for future travel.
A spokesperson for the airline revealed that the sudden change was due to 'bad weather' at the Sydney airport that had previously caused single-runway operations, requiring them to carry more fuel in case of delays.
The result was an unfortunate re-accommodation of several passengers on another service during the busy holiday period.
Airlines' Responsibilities to Passengers When a Flight is Cancelled or Changed
When unpredicted experiences like the sudden changes in the flight of the Stockburgers, it’s essential to know what airlines are legally obliged to do to rectify the situation.
Airlines have their responsibilities when flights are cancelled, changed, or delayed. This sets an industry standard where airlines must properly inform passengers about any changes to their flight before the date of departure.
Generally, when airlines fail to meet this condition, they owe passengers a 'duty of care', meaning they must provide reasonable assistance such as food, accommodation or transport costs depending on the length of the delay and the time of day.
Additionally, if a passenger has been bumped down from their booked class–similar to the Stockburgers’ shift from a Qantas to a Jetstar flight–the airline should refund the price difference between the original booking and the downgraded class.
Furthermore, passengers should know that if the airline can’t rectify the situation swiftly, they might be eligible for compensation depending on the length of the delay and reasons for cancellation.
Ultimately, remember that you have rights as a consumer and passenger–don't shy away from asserting them. Remember, dear members, knowledge is power, so stay informed, and do not hesitate to contact customer service if necessary!
We understand the hassle and frustration this 'downgrade' has caused, and we urge our members to always double-check flight plans and contact customer service if necessary.
If you have experienced a similar situation, share your experience (and some tips, maybe!) with us in the comments section below!
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