My complaint:
Booked the journey leaving 26th April (this year). I made a point of asking my Flight Centre contact if my baggage would be handled by Qantos all the way from London to Adelaide, knowing that the last part of my journey (Sydney-Adelaide) was ‘internal’. I was assured in the e-mail reply that my baggage would ‘leave’ me at Heathrow, and I wouldn’t have to worry about it until I collected it at Adelaide.
This was not the case, when in Sydney Airport, I happened to ask someone at a qantos desk about my baggage, and was tol that I HAD TO COLLECT MY BAGGAGE from the carousel and then make my way with same to my connecting flight to Adelaide. My relaxed look around duty free etc in Sydney went out the window.
I made my way in a panic to the carousel, and joined about 500 others and eventually collected my case. I the jioned a queue (massive) to get out of the terminal via ‘nothing to declare’. I knew of the free bus between terminal 1 and 3, but as i was already late for my connecting plane, caught a taxi.
and arrived a good 15 minutes after the plane departure time, and of corse had missed the plane.
I booked for the next plane to Adelaide, and luckily, the people waiting to meet me in Adelaide (who came from Snowtown) had the savva to assume things had gone wrong, and waited.
I’ve complained to Flight Centre here in the UK, and about the ‘expert’ with 27years experience, Nicola Pells. I did have an e-mail with some useless silly excuse, and, not one mention of an apology.
I’ve been offered £100 in vouchers, but as I explianed, I would’nt travel with you again, and at 78, dont think I’ll be seeing my family over in Aus again.
Poor show, my airline booking ref was NOC2HO
Also, looking back at my pre-booking days, your rep was also pretty unhelpfull when I had props filling out my Visa
Suggested solution:
An apology for a start, and the £100 in a form of voucher I can use in a well know British based hight street store.
