Complaint to Brent Godfrey

[mummy]

Can anyone help please? Does anyone know how to make sure theat Brent Godfrey receives a complaint?

In February this year I wrote a letter of complaint to Virgin Blue. It wasn't addressed to the CEO at that time. I received a reply in May!!! My complaint is (in a nutshell) that, having arranged flights to Bali for a family wedding (booked and paid for in January), I discovered by checking my itinerary that they had cancelled my return flight and rescheduled it for approx 15 hours earlier. So, we're losing almost a day's holiday, and having to travel in the middle of the night with 2 small children. I haven't officially been told of the change as yet (no email received).
I know their terms and conditions say that they can change schedules because of industrial action, unsuitable weather conditions, landing restrictions, technical problems, operational reasons, or any event beyond their control, but how can any of those things happen 5 MONTHS before the flight? What is the point of advertising a flight schedule on their website, only to change it when they feel like it?

They are only operating in their interests not the consumers' interests.

Sorry to go on but I hope that someone can help

[NM]

Such a complaint should not require to be read or actioned by the CEO of an airline. If the CEO was to be involved with all such complaints then he will not actually be able to do his job. I expect there are better ways to resolve the issue than to try to get your complaint in front of the CEO.

When you originally complained in February, what outcome did you seek?

What was the response you received in May?

What outcome would you like to see now?

Have you called Pacific Blue (Virgin Blue do not fly to international destinations) and asked them about the options available to you as a result of the schedule change?

[mummy]

I rang Virgin Blue at the outset. They deal with Pacific Blue. I was offered a flight for the next day. My family and I live in Townsville. I had already booked my domestic flights with Jetstar. I would have lost money reschedulling that flight.

I accept the terms and conditions of carriage and the reasons why there might be a cancellation/reschedulling of flights. However, I do not accept that those reasons can be applied to a flight scheduled 5 months in advance.

My point is this. I paid for the international tickets in January. I think that it's wrong that an airline can have my money (and anyone else's) and then do what they like.

The reply I received was conciliatory but, nevertheless, unhelpful. My complaint has been lodged with the Management Team whatever that means.

I realise that the airline are not going to change anything for one person and her family. However, as a consumer, I don't think that the airline industry should be permitted to treat their customers in such a cavalier fashion. They have my money and I haven't received anything for it as yet. I doubt very much if they would do this to Kevin Rudd. Why should they do it to me?

Thank you for replying.

[straitman]

mummy,

Welcome to AFF.

Unfortunately these things do occur and within reason we have to live with them.

The obvious question that must be asked here is do you have travel insurance?

[maninblack]

Sorry I understand that you are annoyed but I think you are being a little silly about this. I think that you have had plenty of time to accept the issue and deal with it. Last minute changes are far more annoying. How much are the Jetstar changes going to be? It is perfectly reasonable for an airline to do a schedule change 5 months before the departure date. It happens all the time.

And I really don't see what it has to do with Kevin Rudd. But I would remind you that even Mr Rudd sometimes does not get the meal he ordered!

[Dave Noble]

They did offer to put you on the next days flight and so extend by 9 hours

I don't see that there are any real grounds for complaint and it isn't their fault that you have booked separate tickets on another carrier

The other option is to cancel and rebook on another carrier

Dave

[NM]

So what is the outcome yo are seeking? You need to clearly communicate that to the airline.

When an airline makes a schedule change there are a few options that can generally be negotiated and often any fees that would normally be associated those options are waived. Such options generally include:

• Change to a different flight that meets your requirements (day before, day after etc). The only time you can expect to be accommodated on a different airline is if the booked airline ceases operating the route.
• A full refund of the fare paid and you can make alternate arrangements with an airline of your choice.

When calling the airline, you should be specific and realistic about the outcome you want.

Perhaps one outcome you could request would be that they carry you on a DJ flight back to TSV since your existing JQ booking cannot be changed. But of course there is no obligation for them to do so.

Do note that this is one reason that many members here avoid trips that involve combining different tickets as you are not protected under such circumstances. If you have purchased a single ticket that included both the DPS-BNE and BNE-TSV legs (or SYD or whatever the connecting point is), then they would have reaccommodated you on an appropriate connecting Virgin Blue flight to TSV. Often the money saved by purchasing two separate tickets ends up being false economy when things do not go as originally planned. What was the plan if the Pacific Blue flight was delayed and you missed the JetStar flight to Townsville?

You could also see if your travel insurance policy covers the cost of rebooking the TSV flight as a result of the schedule change.

Airlines do make schedule changes regularly. They do so for many reasons, including aircraft utilisation/efficiency, knock-on affects from other changes, operational efficiency. With the current downturn in travel demand, some flights are being removed from schedules, others re-timed etc. Such changes are not unique to Pacific Blue or Virgin Blue but are happening through most airlines at the moment.

[harvyk]

I’d be looking at getting a refund and then seeing what JQ can do for you… They may be more accommodating with flight changes if it means your increasing the amount of spend with their airline.

The other choice is to stay the extra 9 hours and simply re-book the JQ flights (or DJ \ QF depending on what is best at the time) for a later time and absorb the cancellation costs.

I think those you have just learnt a valuable lesson about booking two different sectors on two different tickets. If both sectors where on the same ticket it’d have been not a problem, and yes even competing airlines will work together from time to time.


As others have said, try having your flight cancelled at the last minute and have as the last flight out of the night forcing you to spend the night away from home. 5 months notice is more than generous.

[danielribo]

then seeing what JQ can do for you… They may be more accommodating with flight changes if it means your increasing the amount of spend with their airline.

Without sounding rude... thats a little naieve. The option would be to refund the entire booking (which Virgin will happily do) then investigate options on another carrier if Virgin are no longer suitable.

All airlines frequently make changes (and generally leave it up to you to find out about it). I've booked probably 50 tickets with Qantas this year and 45 of them have had schedule changes (as well as a SYD-PEK becoming a SYD-HKG-PEK which has changed again and will need even further changing!)

It happens... an unfortunatley there is little we can do about it

[Alanslegal]

Such a complaint should not require to be read or actioned by the CEO of an airline. If the CEO was to be involved with all such complaints then he will not actually be able to do his job. I expect there are better ways to resolve the issue than to try to get your complaint in front of the CEO.

I like this comment. I say something quite often in my workplace esp. at angy clients LOL