The Australian Competition and Consumer Commission wants an independent airline ombudsman with the ability to make binding decisions to replace the Airline Customer Advocate, as well as a targeted and fit-for-purpose compensation scheme for delayed or cancelled flights.
“The ACCC considers the consumer protection framework in the airline sector needs improvement,” a spokeswoman said.
Elif Tuna has unsuccessfully sought a full refund from Virgin Australia for out-of-pocket expenses incurred when her flight was cancelled.Credit: Janie Barrett
When Virgin Australia cancelled Elif Tuna’s flight from Adelaide to Sydney last year, the airline assured her it would fly her home as soon as possible.
However, the “best available flight” would not land in Sydney until more than a day later after flying via Melbourne.
Tuna was annoyed by the hours spent waiting at Adelaide Airport for a rescheduled flight and to find out which hotel she would have to stay in.
But it was Virgin’s refusal to pay for all of her out-of-pocket expenses totalling $170.33 that angered her.
“If you are inconveniencing someone not because of inclement weather or some mechanical failure but because of poor management, just apologise and take care of them,” she said.
Virgin initially offered $87.77, including $50 for meals. Tuna told the airline in an email in January that she found it “beyond outrageous and hard to believe that your guests should be forced to incur financial losses due to your poor management”.
In response, a Virgin guest relations co-ordinator expressed sorrow “for the…
read more www.smh.com.au
> Cheap Flights and Hotels!
- Start searching at least 2 months in advance and sign up for email alerts so you'll always be notified when flight prices drop.
- Budget airlines typically offer the cheapest flights.
- Save money by taking your flight early in the morning or late at night.
- Consider flying on a weekday instead of a weekend.
- Use an aggregator site to compare prices across airlines.
- Once you have found the best trip, select it on the aggregator site and move to the airline’s direct website to book your tickets. Some aggregators allow you to book the ticket through their website, but there may be an additional service fee.
- Discover amazing things to do on your vacation! with Viator – A Tripadvisor Company
- Save up to 50% on advance bookings with Viator – A Tripadvisor Company
- Roam the world Viator helps you explore the world, right from home, with our Roam From Home series of tours and activities
