Family's holiday plans turn into a nightmare due to 'lost booking'
- Replies 2
Travelling should be an exciting and joyful experience, especially when it involves well-deserved family time.
However, a family's anticipated trip became a distressing ordeal due to a series of unfortunate events with Qantas Airways.
Christopher Gordon Reynolds planned a family trip to Japan in 2020, valued at $3,000.
Unfortunately, like many travellers, their plans halted due to COVID-19 and its travel restrictions.
To keep the holiday spirits up, Reynolds used a portion of their Qantas voucher to book a trip to Western Australia, only to face cancellation again due to COVID-19-related border closures.
Fast forward to January of this year, the family of four was ready to embark on a Gold Coast trip with the promise of sun, surf, and relaxation.
However, they were disappointed at the airport as Qantas staff could not find their booking despite the family having an itinerary.
'Our kids were having a bit of an anxiety meltdown,' Reynolds said.
Qantas staff told the Reynolds to call the airline's customer service line for assistance but were informed that the airline's refund system was down.
'The flight we were supposed to be on has departed, so we spent a lot of time (on the phone) and got no result,' Reynolds added.
With hotel bookings and activities already arranged, Reynolds purchased the next flight to the Gold Coast, incurring additional costs.
A few weeks after the ordeal, Qantas refunded $1000 of the original amount and offered four $100 Qantas vouchers.
'Each time I get a person who says things weren't done right by the first person, and they're going to sort it out within a week, and then, of course, that doesn't happen,' he lamented.
'I had a bit of pride in the national carrier, and during COVID, I thought we'd do our little bit to support them as well…but this experience has made me go. I don't want to fly with them again. We need that money just for living expenses at the moment with the cost-of-living (crisis).'
After media intervention, Qantas finally agreed to a full refund for the Reynolds.
'We sincerely apologise for Mr Reynolds' experience and recognise this is not the experience our customers expect,' a Qantas spokesperson stated.
'We have reached out to Mr Reynolds to apologise and to arrange for the remaining funds to be refunded.'
Before booking your next flight, here are some tips to consider:
Have you faced similar challenges when travelling? How did you resolve them? Share your experiences with us in the comments below.
However, a family's anticipated trip became a distressing ordeal due to a series of unfortunate events with Qantas Airways.
Christopher Gordon Reynolds planned a family trip to Japan in 2020, valued at $3,000.
Unfortunately, like many travellers, their plans halted due to COVID-19 and its travel restrictions.
To keep the holiday spirits up, Reynolds used a portion of their Qantas voucher to book a trip to Western Australia, only to face cancellation again due to COVID-19-related border closures.
Fast forward to January of this year, the family of four was ready to embark on a Gold Coast trip with the promise of sun, surf, and relaxation.
However, they were disappointed at the airport as Qantas staff could not find their booking despite the family having an itinerary.
'Our kids were having a bit of an anxiety meltdown,' Reynolds said.
A family holiday should be a stress-free experience, especially if it is pre-planned. Image Credit: Pexels/Pixabay
Qantas staff told the Reynolds to call the airline's customer service line for assistance but were informed that the airline's refund system was down.
'The flight we were supposed to be on has departed, so we spent a lot of time (on the phone) and got no result,' Reynolds added.
With hotel bookings and activities already arranged, Reynolds purchased the next flight to the Gold Coast, incurring additional costs.
A few weeks after the ordeal, Qantas refunded $1000 of the original amount and offered four $100 Qantas vouchers.
'Each time I get a person who says things weren't done right by the first person, and they're going to sort it out within a week, and then, of course, that doesn't happen,' he lamented.
'I had a bit of pride in the national carrier, and during COVID, I thought we'd do our little bit to support them as well…but this experience has made me go. I don't want to fly with them again. We need that money just for living expenses at the moment with the cost-of-living (crisis).'
After media intervention, Qantas finally agreed to a full refund for the Reynolds.
'We sincerely apologise for Mr Reynolds' experience and recognise this is not the experience our customers expect,' a Qantas spokesperson stated.
'We have reached out to Mr Reynolds to apologise and to arrange for the remaining funds to be refunded.'
Before booking your next flight, here are some tips to consider:
- Travel Insurance: Always purchase comprehensive travel insurance covering flight cancellations and interruptions. Travel insurance can provide a safety net in case of unforeseen circumstances.
- Keep Documentation: Maintain a record of all your bookings, confirmations, and correspondence with the airline. Documents will be invaluable if you need to prove your case.
- Know Your Rights: Familiarise yourself with the airline's compensation policy and your legal rights as a passenger. In Australia, the Australian Competition and Consumer Commission (ACCC) provides guidance on consumer rights regarding flight cancellations and delays.
- Be Proactive: Contact the airline's customer service immediately if you encounter issues. Keep a log of who you spoke with and how the conversation went.
- Seek Support: If you need more help from the airline, contact consumer advocacy groups or the media, as these can often expedite a resolution.
- Consider Alternatives: If an airline repeatedly fails to meet your expectations, it may be time to look at other carriers for your travel needs.
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