Refund

Caz3121

The flight departure was changed without information so they arrived too late too board

a lesson - whether you book direct with the airline or through a third party is to check the booking(s) regularly. Often notification emails end up in junk. I have generally spotted changes to bookings before the airline informs me (I only book direct with airline)

they are waiting for Air Perou ( to do what, we don't know)

the airline has the money. Any refund will be based on what the airline choses to refund - which will likely depend on the fare rules. you will only get any refund if/when the airline refunds to kiwi

EveryWhere

dickydonkin wrote: »

I have found my interactions with QR customer services on the few occasions I needed assistance with respect to re-routes and rescheduling, were quite positive and my issues have always been resolved.

I also discovered that the best strategy is to speak (or write) to them in a courteous manner and suggest reasonable resolutions always reaped rewards.

I can understand that many passengers will be contacting them due to a negative situation and will be stressed or irritated, but going in on the attack with attitude and demands is not going to get you very far.

They were crap. Nothing to do with attitude or demands.
What actually occurred was that many travellers were stranded at the airport on the 6th, just before midnight. I went to the Qatar website and booked a flight for 2am on the 7th. I booked it on the tablet of customer service at the airport.
Then I walked over to the Qatar desk to check in.
Once there, I noticed that the website had defaulted to 2am on the 8th. I guess what had occurred was that it went past midnight whilst booking and you cannot book a flight less than two hours beforehand. So the website changed the date and we did not notice.

Since the flight was booked no more than five minutes beforehand, you would think that CS would simply amend the booking and allow me to get on the flight soon to depart.

But they flatly refused, stating that I booked the 8th deliberately. So I would have to pay to change the ticket. This after paying US$825 for the one way ticket a few minutes beforehand.
I suggested that I would not book a flight twenty six hours away after just missing my flight and having to buy a new ticket whilst standing at the airport. There was certainly no cost saving, as the price was the same.
But they insisted that there was nothing wrong with their website.
I made the point that it wasn't about whether their website had a fault or not, but that it was clear that it was an obvious mistake either way.
They didn't budge.
How is that for crap customer service? Crap is crap. No excuses. They didn't do anything because they did not have to do anything.

jpsartre

It's not an excuse to ask that you adhere to the terms and conditions of the ticket you booked. Pay more attention to what you buy in the future and you won't have these kinds of problems.

dickydonkin

EveryWhere wrote: »

{Edited by Forum Team}

As I alluded to earlier, attempting to come to a resolution (irrespective of who is to blame for the problem) is best achieved by courtesy, eating a bit of humble pie, suggesting reasonable resolutions and staying calm.

QR cancelled one of my flights last year and were insistent on me sticking to a rearranged itinerary that was not suitable.

After suggesting an alternative resolution (refused at first - which would actually have needed me to pay for a short flight to BKK), the agent on the phone sorted it out for me - and it transpired that the reroute worked out better for me.

When dealing with staff from international airlines (or any industry for that matter), there are cultural difference considerations that also needs to align with general courtesy - making demands and blaming people isn't going to hack it I'm afraid - in particular, the only person who can solve the problem.

{Edited by Forum Team}

Even the best planned travel itinerary can come a cropper for various reasons, particularly when flying, {Edited by Forum Team}, doesn't give anyone the right to give airline staff grief or make demands.

{Edited by Forum Team} learn from it - I have made a few trip itinerary errors and not fully digested T&C's in the past - quite a few actually.....but I blamed myself - not the airline and certainly not the staff who is potentially in a position to help you out.

Offering common courtesy to people - especially the people who can resolve problems will usually conclude with a 'nifty' resolution.