Compensation for faulty Qantas business class seat

12 replies

Ryan Connolly

Member since 13 Sep 2016

Total posts 3

A few days ago I was on a Qantas flight from Hong Kong to Sydney in business class (on a Boeing 747) and the seat was faulty. It wouldn't recline all the way into a fled bed, would only recline part of the way. The flight was full so I couldn't be moved to another seat. What does everybody here consider is fair compensation to ask Qantas for this?

BrisbanePlat

Qantas - Qantas Frequent Flyer

Member since 26 Jul 2016

Total posts 9

What did the cabin staff offer?

sgb

Emirates Airlines - Skywards

Member since 30 Nov 2015

Total posts 419

I think you should ask the previous passenger and the passenger after you who also probably got stuck with it as well. These can takes ages to get fixed. It's simply not good enough, reports have to have been made that it does not work, and you should not be in it in the first place. Go for 50%.

ajstubbs

Qantas - Qantas Frequent Flyer

Member since 15 Mar 2016

Total posts 117

15,000pts is standard in my experience 

TheRealBabushka

Member since 21 Apr 2012

Total posts 2,059

That's an evening flight isn't it? There should be a premium, compared to a day flight, where sleep is not so critical, but say the entertainment system is.

By the way, are any of you following the case of the pax suing QF for a faulty entertainment system on another SYD/HKG flight?

GigiPk

Qantas - Qantas Frequent Flyer

Member since 17 Mar 2016

Total posts 17

Seems if one can not have "quiet enjoyment" & full access to Business Class seat as advertised by Qantas then it's no more than an Economy seat. Priority boarding, Lounge access  etc can get with being FF but the seat is about "putting one's feet up"!! I think it should mean asking for refund above Economy seat & 15,000 points

traveller99

Member since 18 Nov 2015

Total posts 110

15,000pts is standard in my experience 

That would be dismal.

If QF knew of the faulty seat (surely they did, from the previous flight) and let a paid business class passenger board without telling them, that is in my view disgraceful behaviour.  If it was me, and I wasn't urgently needing to get back home on that flight, I'd want to stay the night and get the next flight.  

I think the reasonable minimum compensation is the difference between an economy fare and a business fare.  On an overnight flight the only thing that matters is the seat.  No one is eating a huge meal on an overnight flight - people want to sleep, and that's why many buy a business class seat (often I'll fly economy if the flight is a day flight e.g. Sydney to Singapore) and then get business on the overnight flight back.

But I'm sure you'll get brushed off by Qantas and offered 10,000 points or something ridiculous like that.

If this is what happens and they refuse to do anything substantial, I would be bringing a claim against them in your state's small claims tribunal.

mos

Qantas - Qantas Frequent Flyer

Member since 18 Dec 2014

Total posts 31

I flew in first on a points upgrade a few years ago (2012 I think) from Singapore to LHR, and the entertainment system for the whole A380 was down. I didn't mind much, and didn't complain, as I was sleeping much of the way, and I had movies on my iPad I wanted to watch. 


A couple of weeks later I received a $1000 Qantas flight voucher in the mail as (unsolicited) compensation!

They don't seem to be as generous anymore.

ajstubbs

Qantas - Qantas Frequent Flyer

Member since 15 Mar 2016

Total posts 117

I flew in first on a points upgrade a few years ago (2012 I think) from Singapore to LHR, and the entertainment system for the whole A380 was down. I didn't mind much, and didn't complain, as I was sleeping much of the way, and I had movies on my iPad I wanted to watch. 

A couple of weeks later I received a $1000 Qantas flight voucher in the mail as (unsolicited) compensation!

They don't seem to be as generous anymore.

Oh how I wish they were ahah

Steve987

Member since 23 Feb 2015

Total posts 258

If I couldn't get vouchers then I'd be asking for stays credits rather than (after initially in addition to) points. 

The amount you earned on the flight doubled seems fair. Then again if you are already P1 or LTG (I am neither) then maybe not that valuable.

RocketRog

Qantas - Qantas Frequent Flyer

Member since 09 Dec 2016

Total posts 6

Your seat became a PE seat in reality (though with more space, better meals, larger luggage allowance which you may see as low importance). 

For a cash fare, you should expect a voucher for the difference between Business and PE, for a points redemption, a credit of the points difference.
Qantas will argue that all of the other Business class features are really valuable, whereas if you're like me, I only really value the lie-flat bed!

traveller99

Member since 18 Nov 2015

Total posts 110

whereas if you're like me, I only really value the lie-flat bed!

Couldn't agree more.  I don't know how anyone but infrequent or first time business class (or first class) passengers rave on at how amazing food is in business or first.  To be honest, it's about as good as a decent cafe or restaurant.  It's just hard to serve great food which is reheated at 10,000m.  I'm sure anyone would choose the seat over the service.  In fact, I'd happily sacrifice food (and buy it) for a larger seat/wider etc.

Mark77

Member since 06 Sep 2015

Total posts 13

15,000pts is standard in my experience 



If this is what happens and they refuse to do anything substantial, I would be bringing a claim against them in your state's small claims tribunal.

the victorian civil and administration tribunal recently ruled it does not rule on international flight matters.

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