It always pays to make a complaint if you’re unhappy with the service or product you received and you think that you’re entitled to a remedy under the law.
I booked a rather complex itinerary through Flight Centre last year for my end of year holiday (Sydney to Africa with a stopover in Asia on the way back). I wanted an agent to find the best value fare, but I also am coeliac and require gluten free meals. For complex itineraries it’s easier for me to get an agent to request the meal from all the airlines (I flew four different airlines) than doing it myself.
I made a slight change to the itinerary well before I left, and somewhere along the way, the agent forgot to request the gluten free meal on the last flight.
So, from Guangzhou to Sydney (after coming off a 3 hour flight from Beijing) I had no food on board. I can’t eat anything in the airport as I can’t eat Chinese food. Needless to say I was grumpy and hungry when I got to Sydney 10/12 hours later.
Upon my return I made a complaint to my agent, under the consumer guarantees. I wrote to Flight Centre (corporate as the agent had since left the travel industry) and argued that the service (which included making the meal requests) was not what was agreed upon. As such I expected to compensated for damages/loss.
Flight Centre replied to me within a few days and offered me a $200 voucher as a remedy, which I accepted. This is more than I was expecting and they also offered to continue negotiations if I’d didn’t think a voucher was appropriate.
All in all - it is worthwhile complaining if you didn’t get what you paid for/what was promised as a part of the service! It’s your right under the Australian Consumer Law.
Would love to hear other experiences like this from the community - or maybe times when you tried to get a remedy and weren’t offered one?
NB: I made the complaint through my personal email account and made no reference to my employment at CHOICE