I was wondering if anyone knows where you go to make an official complaint for grievances against airlines in Australia. Is there an Ombudsman or someone that regulates their behaviour?
The ACCC & CASA seem to regulate everything "BUT" their ethical responsibility.
I planned a trip for 2 people travelling from different states (PER & MEL) in AUST to KL Malaysia.
Airasia notified me via email at 6.41pm that they cancelled the PER to KL flight. They sent me an email with 2 flight options & when I called Airasia at 7.50pm they notified me that the return flight had also been cancelled & the original flight options they sent me were not available. I asked them to double check as I still had not received notification that the return flight had been cancelled & also because the flight details they offered in the email were completely different.
I explained my situation, that I was meeting another person (my mother who is an inexperienced traveller hence the need to meet her at the airport) and while altering the PER segment was inconvenient I understood it was unavoidable if we wanted to travel. I then asked if I could alter the MEL segment as by changing the PER segment it meant that I would have to wait at the airport for almost 16hrs.
I checked on-line and they had seats available (about $100 more than I had originally paid) however they said that to change my flight I would have to pay a whole heap of alteration fees that added up to almost $300. I explained that if they had not cancelled the PER flight I would not have to alter the MEL details (I even offered to pay the difference in seat price) however they still would not waive the fees & I feel that I should not have to pay those fees nor the difference in seat price as Airasia is inconveniencing me.
Any suggestions would be appreciated. Thanks