Calls for Australian Airline Ombudsman

[Prawn_86]

CONSUMER advocates have urged the federal government to push ahead with proposals in the aviation white paper to introduce an airlines complaints ombudsman.

http://www.news.com.au/travel/news/call-for-action-on-airline-gripes/story-e6frfq80-1225812690182

Great idea if you ask me. Airlines have no accountability at the moment. They dont care if your 15 hrs late, or if you lose your luggage, as there is no industry body which can fine them if a complaint is made.

I'm all for airlines been safe, so can tolerate the odd delay here and there, but the fact that they can treat thier customers however they like, and have no industry governing body is annoying if you ask me.

[Prawn_86]

Well after our recent experience with Tiger it once again confirms my thoughts that there should be an airline ombudsman.

Do any members have any experience making complaints about airlines? If so, who to? Im thinking maybe consumer affairs.

[Prawn_86]

Have looked into this further now and the 2 departments are state Department of Fair Trading and also Consumer Affairs

[Never Again Tiger]

Hey there
I have recently booked flights with Tiger as they were the cheapest on the webjet comparison.
The flights were $186 return for two people which was great. They then added $85 worth of fee on top of the flight costs.
The side bar subtotal stated that i was paying for $7.50 for using Diners Card (which i did not use) but they charged this for all four flights! And a "call centre" of $7.90 (x4) when i have never called the call centre - i was buying the flights online.

I followed up by calling the call centre to report i had been charged too much (for services i didn't use). Firstly the Tiger customer service number was "not connected", then the next time - using the same number - the call centre staff (who sounded like they were overseas somewhere) tried to explain that i was charged for baggage $10 each person each way (x4) - when i only selected one person to have a checked in bag; and then $16 for being able to reserve a seat on the plane. This last fee was not explained anywhere and is not listed in their fees! It certianly was not tin the subtotal breakdown.
I was then charged a "Convenience fee" of $7.20 x 4 for using my credit card - even though i only used it once to pay.

Just an utter rip off and if i have to take this complaint to Obudsman, Fair Trading or Consumer Affairs I will. Any luck on the aviation Ombudsman update?

Don't ever use them people!

[Prawn_86]

Hi N.A.T,

Sorry to hear about your experience. There is a dedicated Tiger complaint thread here:
http://www.aussietravellersforum.com.au/forums/showthread.php?t=470

If you want to post there also it will make the search rankings more prominent, as i too have been stung by them.

Also, feel free to look around ATF and post on your other (more pleasant) adventures/experiences

[Lost in Isaan]

Hello from a newbie. I'm an Aussie, retired to Thailand for some 10 years now. We had a reasonable flight with JetStar BKK-SIN-PER but had a shocker on the domestic leg, the new JetStar service PER - OOL direct on the 6th April. Here is a copy of a complaint I lodged with their so called "Customer Care" department on the 7th. No reply to date -- What a surprise!
We are NOT impressed with way my wife and I were humiliated and discriminated against last night!

My Thai wife of nearly 11 years and I boarded flight JQ 983, PER – OOL, last night and placed ourselves in the seats I had paid extra for – Me in 12F (window) and Mayures in 12E. There were 6 others occupying the Emergency Exit seats.

The Stewardess carried out her emergency procedure brief very hurriedly then immediately interrogated my wife demanding she demonstrate how to remove the Emergency Exit. My wife and I were taken by surprise by this and she basically froze. Like most foreign visitors her English is fine if she is given time to absorb what has been said. She had no chance with the way the stewardess rattled off her brief.

The stewardess told us we have to move, I asked her to give me 5 minutes to explain the procedure to which she abruptly denied. She DID NOT ask anyone else questions or get them to demonstrate the procedure including the overweight woman in seat 12A who would obviously struggle in an emergency. As we moved down the isle she then proceeded to ask other passengers if they wanted an extra leg room seat for free which I found very embarrassing and near on bought my wife to tears.

This whole event was humiliating, it discriminated against ethnics and to top it off we spent an extremely uncomfortable four and a half hours.

I was probably the most suitable passenger on the flight to sit near an Emergency Exit having more than 25 years in the off shore oil and gas industry requiring bi annual HUET (Helicopter Underwater Escape Training), SOLAS fire fighting as well as first aide etc. (can be authenticated if necessary).

I could have calmly explained the requirements to my wife then she would have been prepared. She is a healthy, fit 38 year old and quite capable of physically removing the Exit which more than I could say for dozens of your passengers I have seen occupying these seats in the past.

So bottom line is easy. You flew an aircraft across the country with about 30% seat occupancy and in doing so lost two who will never book with JetStar again!
If it wasn't for the fact that my elderly Mum was awaiting our arrival on the GC we would have disembarked (the boarding door was still open) there and then and made them unload our baggage.

Yes we need an Ombudsman!

[Prawn_86]

I notice this thread is getting a lot of views but not many comments.

The only way an ombudsman is ever going to come into place (however unlikely) is if people voice their displeasure.

Even if it is just a matter of adding your support to this thread it is worth doing so we can compile a public record of everyone calling for an Airline Ombudsman