Trust and incompetence; Qantas edition
I do wonder what happened to the ‘customer is always right’ as a mantra?
Especially when it comes to the formerly grand airline known as Qantas.
Especially when you get this churlish response to an ask for reimbursement of a taxi ride..one I needed to take due to the inability of said airline to get me home on time, via an extra night in Sydney and a 5 am wake up call to get onto a rescheduled flight:
I appreciate you being unhappy with the outcome. We have taken you to your final destination; however, as a one-off, I am happy to reimburse you for the amount of AUD xx.xx. Kindly fill out the form with your bank details; the timeframe for this to reflect in your nominated bank account will take 4 weeks.
Taken me to my final destination? You know that’s your actual job as an airline is to get me to a destination right? It’s not like I book flights and hope to get somewhere unexpected.
So for all the other kids out there, buried in the complaints form of the Qantas web page is a reimbursement line…and when they say no…say you will take them to your local fair trading and if in Australia just mention the ACCC. They will love that.
Just a shame we have a current Federal Government who is so in thrall to said airline they just don’t want to do the right thing by the customer and have a statutory refund policy for delays and cancellations. Instead we have rigmarole and threats.
Hey oh.