Menu
Login
My Qantas frequent flyer No is 0475784 .
I am writing to complain regarding the recent stressful and poor handling of my flights to USA and back.
Background :
I had a confirmed original booking #ZOQEHT with American Airlines (AA) to fly from Sydney to Dallas and then to Greensboro USA on 22 August with AA 7262 operated by Qantas QF7 (Sydney to Dallas).
On the evening of 21 August, I was informed via SMS by Qantas that my flight QF7 to Sydney Dallas flight on 22 August 2023 was cancelled due to mechanical issues with the plane.
I called Qantas immediately after the flight cancellation message hoping to get some help as I was going to USA for a conference starting on 23 August in Greensboro. Unfortunately, the Qantas staff was not very helpful and said she could not locate my flight and that I did not understand her. She also incorrectly addressed me as Mrs Wong several times. She finally apologised and confirmed that my flight QF7 from Sydney to Dallas was cancelled . I asked when is the next available flight and was told that there was no flights to Dallas till 24 August 2023 . She did not show much empathy. It was a waste of my time calling Qantas to get help.
I later discovered on 22 August in my Qantas app that Qantas had rescheduled my flight to 23 August and the booking reference is 4FOO9P but via Los Angeles QF11 and then with Delta Airlines (not American Airlines as per my original bookings ) to Detroit Airport with only about 33 minutes to catch my connecting flight from Detroit arriving late at night in Greensboro and that I therefore would miss my first day conference meetings. I was very uncomfortable with the 33 minutes connection flight in case I missed my connecting flight so I rang Qantas to change my connecting flights but was unsuccessful as Qantas staff said it can only be changed by the USA booking agent but because of the short notice and time difference it was hard but I managed to contact the USA Corporate staff who arranged my booking who then had to contact the booking travel agent but they were not able to access the Qantas contact agency portal and difficulty contacting Qantas.
Anyway, when I arrived at Los Angeles International USA on 23 August, I managed to go to the Delta Airlines Service Desk counter and the Delta Airlines staff managed to change my flight to Greensboro via Atlanta and I arrived safely in Greensboro, missing one night ‘s accommodation and also one day of the conference. There is no offer from Qantas to offer any compensation to me.
On 27 August after my conference, I went to Greensboro airport in the afternoon around 3.30 pm to check in for my flight with American Airlines to Phoenix via Charlotte airport . To my horror, American Airlines said that I was a no-show and that my flights have been sold off and all my bookings including flights back to Sydney are no longer in their system.
I explained the situation to the new AA staff handling my case with the evidence and the Qantas booking reference. She had to call the AA help desk and was put on hold for some time before AA got confirmation from Qantas regarding my flight relating to the Qantas booking reference 4FOO9P linked to AA booking reference #ZOQEHT. After the confirmation, the AA staff had to rebook the remainder of my flights to Phoenix and to LA and back to Sydney on 1 September. However, the AA staff said my original flight for the evening on 27 August to Charlotte and Phoenix was fully booked and the earliest flight was the next morning on 28 August. So I had to stay another night in Greensboro. American Airlines did not offer any compensation for my extra accommodation nor any food voucher.
Next morning, I went to the Greensboro Airport at about 3.30am and was told that I cannot travel on my early morning flight to Phoenix via Charlotte as the flight to Charlotte would not arrive till the late afternoon due to weather issues impacting Charlotte airport and that I have to fly later in the morning about 8.30 am to Phoenix via Chicago Airport. Again no offer of food voucher etc for the inconvenience and stress.
Clearly, there was a major Qantas change of control issue here and lack of timely liaison between Qantas and American Airlines when the first flight leg was cancelled resulting in me missing one day of my conference and AA losing my bookings as Qantas rescheduled my flights and used Delta Airlines. Both airlines did not offer compensation nor write to apologise to me in writing.
I hope this matter will be reviewed expediently and the breakdown in controls and process rectified so no passenger will undergo what I experienced.
I hope to hear from you soon.
Thank you.
Kind Regards,
Amy Wong
