Am I being unreasonable? Quantas

UREDZ

Hi there,

I just would like a second opinion please! If your scared of flying I appologise in advance!

I flew back from Vietnam 2 months ago, and on my connection flight from Thailand to London, after flying for 20 minutes there was a massive bang the plane moved and out of the window I saw flames coming out of 1 of the engines! this lasted for minutes and made me think the worse was going to happen. This was around the time that Quantas had had several maintenance issues which made the news, this one did in Australia as reporters were outside our hotel the next day. We flew for at least half an hour before anything was announced so did not know what was going on.

We then dumped the fuel onboard, and flew back to Bangkok airport 2 hours later. Understandably it took along time for them to process the 350+ passengers on board at the airport, some people kicked off alot and I later found out that they were put on the next available planes home (the hotel staff accidently gave me fax's that showed this!). I however ended up at a hotel in a line up for 2 hours until 7am only to be told that there was no more rooms left so I had to crash out on a couch in the lobby area.

At 3am we got picked up from the hotel and took to the airport, the driver ripped my bag so that it was completely accessable to anyone sticking there hand in, as he got it off the bus, and the Quantas staff refused to fix it even though the facility was there, but I had no Thai money as I had been in Vietnam and was only there in transit, they gave me some parcel tape to fix it! which was laughable - it doest work for luggage!

When I arrived at london, the staff tried to get rid of me as soon as possible telling me I could use my own money to get transport back home (130miles away) and then send them the receipt but she said it may take some time to claim back!! I didnt trust them and waited untill late and then realised that they had sent several people in taxi's on there Quantas account! So eventually I got the same.

I complained when I got back and they sent me a £300 voucher (12month expiry) towards a flight with there oneworld partners. All of these flights to get me back to Japan are at least 300£ more than if I went through a travel website! for example travelbag do alitalia one way flight for 310£ where as booking direct through alitalia would cost 1900£!!

Just for the record they said it was an engine surge. One of the stewards had been working for over 30 years and said he had never seen this happen before.

Am I being grumpy about this or have they taken the mickey?!?

Thanks, uredz x

Incapuppy

What exactly are you wishing to gain from this?

moonrakerz

UREDZ wrote: »

Just for the record they said it was an engine surge. One of the stewards had been working for over 30 years and said he had never seen this happen before.

Where had he been working - McDonalds ?

dmg24

Qantas!

UREDZ

Cool, like I said, just wanted opinion, I wasn't sure whether I was getting bum deal or not.

Cheeeeeeeeeerz

FH_Brit

You cannot replace your bag with their "vouchers"!
You are entitled to your out of pocket expenses and any delay costs - The Airlines, including QANTAS (Notice no "U" = Queensland And Nortern Territories Airline Service) are a scheduled airlne and either are insured or accept delay and therefore your hotel/food/travel costs in the event of a mechanical breakdown, crew problems etc etc. This is one reason the "regular scheduled" airlines charge so much more than say Ryanair or EasyJet and why I cannot understand people who complain about complain about Ryan & EJ when their other option is to pay a whole lot more for sheduled and get the cover (or not in your case).

The vouchers are useless if you are not going to travel in the next year.

I'd send them back, itemizing all you actually lost (value of bag, hotel stay that you never actualy got (they should a least compensate you for saving them the cost of taxi and another hotel room) and send back their "useless" vouchers.

Address your letter to Customer Service Manager at their head office - 395 King St, London, W6 9NJ

UREDZ

FH BRIT thanks for your help! I will post what happens. Thanks again!

richardw

"A few determined individuals overcame formidable obstacles to establish the Queensland and Northern Territory Aerial Services Ltd (QANTAS). "

from http://www.qantas.com.au/travel/airlines/history/global/en

FH_Brit

Just an add on - Althoiugh you may have thought you were in trouble, I think I am right insaying QANTAS are still the ONLY international airline NEVER to have a fatality!

It record proves it to be the safest airline! So you were in good hands!

Sagz_2

Good hands maybe, but poor customer service!

spheric

Cityboy wrote: »

Since Qantas is a non-EU airline and therefore not bound by EC 261/2004 then, subject to their terms and conditions, they seem to have done more than was required of them in giving you a voucher for future travel.

Enjoy wherever it takes you and yes, stop being grumpy!

Unusually, Cityboy has missed something. Your flight was scheduled to land in London, and thus is covered by the EU regs. Unfortunately, I really don't think that even they are going to be of much use.

If you'd had paid for a hotel room etc. then you'd have a good chance of getting that cash back. As it is, you're left claiming that they didn't provide adequate accommodation etc., and for the emotional distress that caused.

I expect that an engine surge will count as extraordinary: - they're not neccessarily a result of mechanical failure, and I doubt you'd be able to find any proof that this particular one was. - and mechanical failures are particularly sketchy ground as to whether they're extraordinary or not anyway.

I'll mention that normally I find the difference between carrier's own websites and booking agents is usually negligible (a few quid), so perhaps you should take a second look at the site you can use the voucher at... Perhaps you were unlucky with the dates/destinations you entered initially.

If you're really unhappy with what Qantas have offered you, you might be able to persuade them to give you something extra to cover the damaged bag, but I really don't see much scope for getting much more out of them.