Often referred to as ‘The Flying Kangaroo’ for its official logo, Qantas Airways is an iconic Australian airline with a rich history dating back to the early 20th century. Reputed for its luxurious service and commitment to safety, the airline’s operations began in 1920, when it was originally founded as Queensland and Northern Territory Aerial Services by a group of aviation enthusiasts. Back then, it only focused on providing airmail and passenger services within Australia.
The turning point in Qantas’ history came in 1947, when the company established the ‘Kangaroo Route’, which connected Sydney with London, showcasing its ambition to connect Australia to the rest of the world. Throughout the decades, Qantas continued to expand its global network, adding destinations in Asia, Europe, the Americas, and the Middle East. Such expansion also led to the introduction of advanced aircraft from manufacturers like Airbus and Boeing, ultimately enhancing the long-distance travel experience.
There’s no denying that Qantas remains committed to providing exceptional service to its customers. But there can be times when its customers may experience travel disruptions, such as being denied boarding on a flight. If you have been subjected to such a difficulty, then our essential guide can help you obtain a delightful compensation.
Eligibility Criteria For Compensation
Qantas Airways states that their staff takes the utmost care in managing each flight so that no passenger could face any inconvenience. However, on rare occasions, a flight that you are bound to board may be overbooked. In such cases, the airline’s on-board staff will seek volunteers to change to another flight.
If there are not enough volunteers, or worse, no volunteers, then the airline’s staff will choose passengers, based on a specific priority, to change to another flight. If such a situation arises where you are involuntarily denied boarding, even after you arrived on time for your confirmed flight with all the required documentation, then the company will re-book you on the next available Qantas flight.
Additionally, you will be provided with any required assistance for your rearranged flight. It should be known that if you are flying internationally and the next available flight departs over 4 hours after your scheduled departure time (for the original flight), then you will also be provided with a travel voucher as sort of compensation.
Know the Available Options
As previously mentioned, Qantas Airways will only provide compensation in the form of a ‘travel voucher’ to passengers whose rearranged flights (due to involuntary denied boarding) depart 4 hours after the scheduled departure time of their original flights. However, in cases where the airline operator cannot arrange suitable alternative arrangements, then passengers will be entitled to a refund.
Refunds can also be obtained if the airline operator delays your flight to such an extent that you have to cancel your travel or if the company makes significant changes to the scheduled flight time and ultimately becomes unable to book you on an alternative flight that is acceptable to you.
Keep in mind that if you are entitled to a refund and you apply for the same, the refund amount will be equal to the fare paid by you – especially if no part of the ticket has been used. In cases where a part of your ticket has been used, then the refund amount will be equal to the difference paid between the fare paid and the fare that would have been payable if booked for the travel taken for the remaining distance.
How to Claim Compensation
Qantas Airways usually credits or hands over the travel voucher, which is received as compensation if the rearranged flight is 4 hours late than the original scheduled time, for a passenger denied boarding involuntarily due to commercial overbooking.
In cases where you have not yet received the compensation for your travel disruption or inconvenience, then you can claim your rightful reimbursement through the recommended steps outlined below.
- Begin your journey by first giving a phone call to the customer support department at +1 800 227 4500. Phone lines remain open throughout the day, all days of the week.
- Select the appropriate on-call options so that you can speak to a live agent.
- Once a customer care executive connects to your call, state that you want to claim compensation for your involuntary denial of boarding on your flight.
- Proceed to first provide your name and contact details, and then state your original ticket number and flight number. Also, if you have reached your final destination, then you also need to disclose the ticket number and flight number for your rearranged flight. Any other information required by the customer care representative must also be provided.
- Once the agent gathers all the necessary information, a compensation request or claim will be submitted in your name, and the estimated time within which you can expect it will be communicated to you over the phone.
Lastly, do not forget to follow up on the status of your compensation if you fail to receive it within the estimated period.
