Qantas wants me to pay for schedule change - reasonable?

[bcworld]

I have an award booking in J, travelling on JL HEL-NRT-MEL.

Qantas recently advised me of a schedule change, in a just letting you know, you don't need to do anything type email.

Only that isn't really true, because the new itinerary breaches the minimum connectime time at NRT for JL/JL.

I gave up after two 90 min phone calls without anyone picking up and tried FB messenger. Seemed to be easier to get someone there and after confirming there was no availability on an alternative flight on AY I suggested that I would be happy to leave HEL one day earlier, meaning a connection of 24h 55 mins in Tokyo. I saw that the prior day flight was waitlisted and yesterday that cleared.

QF now want to charge me an additional 17k points, obviously now pricing this as 2 awards. I'm happy to pay additional taxes as I understand these will be levied, but am I being unreasonable in finding the additional points charge ridiculous?

 

[defurax]

Since you are trying to fix an involuntary schedule change Qantas should be able to waive any points difference. Sometimes mentioning to them this is all involuntary can remind them that they have some flexibility...

 

[MEL_Traveller]

Getting through to QF can be a pain. Have you tired confirming with JL if the new itineray will be accepted even though under MCT (how far under is it?). Maybe JL is happy to allow it.

 

[serfty]

Certainly I would consider this unreasonable - including the additional +++.

 

[serfty]

There should be no change fee:

Qantas and Other Airline Schedule Change Policy

A schedule change is an involuntary change to a flight more than 72 hours prior to flight departure. A disruption is an involuntary change inside 72 hours. This policy outlines options for managing and servicing your customer’s booking for Qantas and other airline tickets.

www.qantas.com

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New Flights Must:

• Be on the same day or a day either side of the ticketed flights
• Maintain the origin and destination of the ticket
• Be in the same class as originally ticketed EXCEPT for Qantas, Emirates or oneworld flights which can be rebooked to the lowest available class in the same cabin IF the original ticketed class is not available

 

[bcworld]

Sometimes mentioning to them this is all involuntary can remind them that they have some flexibility...

Have been clear on that with them. Their response, on messenger was..."we're unable to waive the difference in points". I'm also reminded that they're doing me a great favour by not charing change / service fees.

 

[Pleb Status]

You will need to call them. Using FB is a complete waste of time.

Request a call back and then just wait the mandatory two to three hours (as an LTG) which I have been reliably informed around here is 'good service'.

 

[bcworld]

You will need to call them. Using FB is a complete waste of time.

Request a call back and then just wait the mandatory two to three hours (as an LTG) which I have been reliably informed around here is 'good service'.

Last week call back was broken. I waited twice on hold for 90 mins and gave up.

TBH, the people I spoke to on FB seemed competent (until now) and in just a few messages I was able to get WL on an alternative flight. I hate calling QF! But you're right, all I can do now I think.

 

[sudoer]

Only that isn't really true, because the new itinerary breaches the minimum connectime time at NRT for JL/JL.

What is the actual connection time? Less than 1 hour?

 

[bcworld]

What is the actual connection time? Less than 1 hour?

Yes. Now 55 minutes. The flight combo is no longer sold on the JAL website.

 

[sudoer]

Yes. Now 55 minutes.

I wonder if the reps are misunderstanding JL's MCT policy - they do have a couple of 55 min allowed connections at NRT, but not JL414->JL773

JL-JL II .55 FLT 960 - FLT 12 OPN -31AUG19
JL-JL II .55 FLT 960 - FLT 421 OPN -26OCT19
JL-JL II .55 FLT 958 - FLT 62 27OCT19-28MAR20
JL-JL II .55 FLT 958 - FLT 66 27OCT19-28MAR20

 

[bcworld]

I wonder if the reps are misunderstanding JL's MCT policy - they do have a couple of 55 min allowed connections at NRT, but not JL414->JL773

JL-JL II .55 FLT 960 - FLT 12 OPN -31AUG19
JL-JL II .55 FLT 960 - FLT 421 OPN -26OCT19
JL-JL II .55 FLT 958 - FLT 62 27OCT19-28MAR20
JL-JL II .55 FLT 958 - FLT 66 27OCT19-28MAR20

Well the MCT is 60 mins, so I'm not sure what they would be misunderstanding. If JL added 414/773 to the list of exceptions it would be a different story. As I said, JL no longer offers this for sale.

 

[MEL_Traveller]

Well the MCT is 60 mins, so I'm not sure what they would be misunderstanding. If JL added 414/773 to the list of exceptions it would be a different story. As I said, JL no longer offers this for sale.

I'm just wondering if they have grandfathered your flights and waived MCT, even though no longer for sale. JL reservations might be able to confirm that.

 

[sudoer]

Well the MCT is 60 mins, so I'm not sure what they would be misunderstanding.

Misunderstanding the fact the MCT is 60 minutes, as JL do allow 55 minutes on some connections. I'm agreeing with you - QF appear to be mistaken - and that's why I'm suggesting it could be a misunderstanding.

Has the new itinerary with 55m connection time already ticketed? You can double check this in JL MMB by clicking eTicket > Display eTicket and checking the generated PDF has a ticket number showing at the top left.

 

[I love to travel]

I would resolve this though as you may have check in issues.

 

[bcworld]

Has the new itinerary with 55m connection time already ticketed? You can double check this in JL MMB by clicking eTicket > Display eTicket and checking the generated PDF has a ticket number showing at the top left.

The ticket number dropped from the booking as soon as the schedule change was advised.

Currently I am confirmed on JL414 on two consecutive days.

Re-issue of the ticket is contingent on my paying QF's ransom!

 

[harvyk]

Call them, stress that it's an involuntary change, the phone person can be surprisingly flexible (inc changing airports, and booking direct with other airlines rather than on QF code shares).

Once it becomes an involuntary change, all of the change rules should go out of the window. They are not doing you a favour, they are resolving a problem which they created. Don't let them tell you otherwise and certainly don't let them charge you for it.

 

[bcworld]

I spoke to JL. They advised the haven't decided yet whether they will allow the 55 min connetion and are waiting for 'head office'. They suggested calling back in 2-3 days. They said they wouldn't auto cancel either of the JL414 sectors. If Qantas ever actions my call back request I'll ask them not to either for now.

 

[bcworld]

Bit of an update on this one. JL never did add the 55 minute connection to their accepted list and exceptions to the 60 min MCT (more on that below).

I did eventually get QF to ticket this with the 25 hr connection, but I really had to fight for it...they told me no 4 times before finally coming off hold one last time after (claiming to) speak with a manager and essentially saying they would do it to shut me up.

Glad of that now because last week I received schedule change notificaton for the NRT - MEL sector, now departing 10 mins earlier. So what was originally a 60 min connection, then 55 min connection, would now be a 45 minute connection.