Hi First time posting in the forum.
Looking for some advice before I move on (literally) or move on to ACCC.
Without being too lengthy I am summarising in points and removing unimportant details
Case
- Booked 2 x Business Class from Australia to a Europe City for a business trip on Qantas website.
- The journey consists of one connection each way with total travel time ~ 48hrs. Let's call the ex-Aust flight Leg 1 and Leg 2 and the return flight Leg 3 Leg 4.
- Total airfare listed on the chosen departure and return dates is $8800 per head (total airfare per booking is $17k). For comparison sake, the equivlant economy class would cost $2000 for the same dates of travel.
- There were multiple choices of returning flights on the date I picked. They were all showing ~$4400 for return flight, no matter where they are connected. Since the price listed were about the same I presumed they offer same business class services (note 1)
- I have picked one out of the about five available choices of returning flights
- After the booking is confirmed, it confirmed one of the returning flight Leg 3, which has a 7hr flight time, was changed to Economy class. Total price is still the same as $8800 per head.
My Issue
- I cannot accept why when I picked business class end to end service, willing to pay the precived price difference ($2000 vs $8800) and still end up in economy class for 7 out of 48hrs.
- From the start, Qantas presents this a Business class service. (If you book on the their website, after you select the date of travel, you need to pick Travel Class and select from Economy, Premium Economy, Business or First Class). While the price they charge reflect Business Class service. Qantas disguise a semi / partial Business Class Service as End-to-end Business class service. Not only that. Qantas charges same price.
What I have done since
- Attempt to file a email complaint on Qantas website. 2 days later I got a response back only to ask me call the general customer service line 131313
- And I did. After 54mins of waiting time, I were finally able to talk to an operator and then quickly been referred to a Customer Service Manager.
Qantas's defence
- Leg 1,2,3 are not operated by Qantas and were with a code-share arrangement. There is no business class on Leg 3 available and Qantas have no control of it
- There was a warning during booking stating business class in Leg 3 may not be available. And i should have aware of it. Also T&C have them covered and I have agreed with everything during I booked
- Qantas refused to comment while Leg 3 is being booked as Economy, why its price is the same as Business Class (see above note 1)
Qantas's decision over the phone
- Allowed me a full refund and re-book (It is a business trip and I cannot do that)
- Refused my request of a credit of the difference between the Business Class airfare and Economy Class Airfare for Leg 3.
- I suggested an upgrade of my last leg 4, which is operated by Qantas and in they term, they have full control), to first class as compensation. Qantas refused.
My accusation to Qantas is
- Qantas did not provide End-to-end Business Class service of what they are charging customer.
- When Qantas knows customer wants to pay for Business Class Service but it is not available in part of the journey, Qantas could still call it and charge customer "Business class". And this is deceiving..
My question my fellow Ozbargainer are:
- Do you think Qantas has any foul playing in this situation? Is their T&C (the tiny little box you click before paying) and that little warning during booking overides business common sense and basic consumer right that when people were charged for a full service they should get not a partial service?
If yes. Where should I go next? ACCC? Media?
I am sorry if it is still too lengthy.
Thank you for your comment and advice in advance.
**Update 18/10
- Leg 3 is QF8188, based on planefinder.net , Leg 3 has
Passenger classes
First Class, Economy, Business Class
@TailsK: prolly