AviationAirline, airport offer passenger compensation. Will this start a trend?

Qantas: We’re sorry, so sorry, we treated you this way

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Alan Joyce: Recent performance ‘not good enough’.
Alan Joyce: Recent performance ‘not good enough’.
Qantas says it is sorry, so sorry, for its recent poor performance and wants millions of Australian customers to forgive it by offering them A$50 flight discounts, additional lounge invitations and improving reward seat availability.

Qantas has angered customers with cancellations, flight delays and lost baggage, which the airline blames on a return of strong overseas travel demand at a time of staff shortages.

In a video message to Qantas frequent flyers, CEO Alan Joyce said the airline’s recent performance was not good enough. “On behalf of the national carrier, I want to apologise and assure you that we’re working hard to get back to our best,” he said.

The Qantas boss had something else to apologise for on Monday. Qantas’ website and mobile application crashed as thousands of frequent flyers tried to redeem their flight credits.

Under the QF compensation offer, Australian and New Zealand frequent flyer members have been offered $50 towards a return Qantas flight and an invitation to visit a Qantas lounge.

Silver frequent flyer members will have their status extended for 12 months and receive an invitation to the Qantas Club or an international business lounge.

Gold members and Platinum members have also been promised incentives to stay loyal to Qantas.

Amsterdam Schiphol is also saying sorry for delays with compensation offers, although other airports in Europe that have struggled to cope with demand – notably London Heathrow and Frankfurt – have not yet made offers to passengers who were affected.

Passengers who missed flights due to long queues at security at Amsterdam airport between 23 April and 11 August, and incurred costs as a result, can submit a compensation request to Schiphol airport until 30 September.

Travellers can apply for compensation for costs incurred to rebook a flight or for a replacement flight, for alternative transportation if they chose to travel to a destination by other means, and for extra travel costs incurred to travel to Amsterdam Schiphol or another airport.

Passengers can also claim accommodation costs at or near Schiphol and the expenses for non-cancellable accommodation, transportation and activities at their destination.


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