Emirates denies QFF Gold baggage allowance

[arbuth]

Boarded an Emirates flight in Brisbane (QF ticket, codeshare). The checkin staff refused to recognize my QFF Gold baggage allowance and charged me for an extra bag. QF fobbed me off to EK, but they are not responding. Any suggestions? Looks as though the QF-EK cooperative arrangement is being dismantled.

 

[opusman]

Where were you flying to? Reciprocal benefits only apply on some routes IIRC.

 

[TheInsider]

Where were you flying to? Reciprocal benefits only apply on some routes IIRC.

Charged for an extra bag sounds like a US destination. Generally most others are kg allowance.

 

[only4tehlulz]

Charged for an extra bag sounds like a US destination

EK and QF do not codeshare in US destinations. Did you have more than 2 bags or over 16kgs extra and did they charge you for the whole bag?

 

[arbuth]

Where were you flying to? Reciprocal benefits only apply on some routes IIRC.

Flying BNE-DXB (and on to FCO), with an open jaw return from LAX to CBR. The whole ticket was QF flight numbers. I do understand that reciprocal benefits don't always apply on EK flights.

Post automatically merged: Yesterday at 2:14 PM

EK and QF do not codeshare in US destinations. Did you have more than 2 bags or over 16kgs extra and did they charge you for the whole bag?

Flying BNE-DXB (and on to FCO), with an open jaw return from LAX to CBR. The whole ticket was QF flight numbers. I had two bags under 23 kg and they charged for the whole second bag (around A$330)

 

[MEL_Traveller]

Flying BNE-DXB (and on to FCO), with an open jaw return from LAX to CBR. The whole ticket was QF flight numbers. I do understand that reciprocal benefits don't always apply on EK flights.

Post automatically merged: Yesterday at 2:14 PM

Flying BNE-DXB (and on to FCO), with an open jaw return from LAX to CBR. The whole ticket was QF flight numbers. I had two bags under 23 kg and they charged for the whole second bag (around A$330)

If you are absolutely sure you were entitled to the baggage… your QF number was in the booking etc and you didn’t exceed any individual bag weight limits etc… then do a charge back?

 

[arbuth]

Charged for an extra bag sounds like a US destination. Generally most others are kg allowance.

Not flying with EK to the U.S.. The ticket was QF flight numbers to FCO, then open-jaw on QF from LAX to CBR.

 

[arbuth]

If you are absolutely sure you were entitled to the baggage… your QF number was in the booking etc and you didn’t exceed any individual bag weight limits etc… then do a charge back?

You mean pass the problem to the CC company? Could be an idea. Thank you. The QFF website is unambiguous that I was entitled to the extra bag.

 

[MEL_Traveller]

You mean pass the problem to the CC company? Could be an idea. Thank you. The QFF website is unambiguous that I was entitled to the extra bag.

Yes, but sometimes for example you need to have the relevant frequent-flier number in the booking to take advantage of any benefits. If you had an emirates number in there instead of Qantas for example that might have been why you did not get the extra allowance.

Provided you are sure that you met all the eligibility criteria, then yes, go ahead and do a charge back.

 

[TheInsider]

I'd actually write in to EK first and tell them what the situation is and then ask for a refund through them first.
Don't bother with Qantas, as Emirates has taken the payment.

 

[arbuth]

I'd actually write in to EK first and tell them what the situation is and then ask for a refund through them first.
Don't bother with Qantas, as Emirates has taken the payment.

I have lodged a complaint with EK, but they have ignored it, despite two reminders. Qantas was useless, too.

Post automatically merged: Yesterday at 8:58 PM

Yes, but sometimes for example you need to have the relevant frequent-flier number in the booking to take advantage of any benefits. If you had an emirates number in there instead of Qantas for example that might have been why you did not get the extra allowance.

Provided you are sure that you met all the eligibility criteria, then yes, go ahead and do a charge back.

QFF number was in the booking from the start (made through the Qantas online helpdesk)

 

[MEL_Traveller]

I have lodged a complaint with EK, but they have ignored it, despite two reminders. Qantas was useless, too.

Post automatically merged: Yesterday at 8:58 PM

QFF number was in the booking from the start (made through the Qantas online helpdesk)

Did EK say why they wouldn’t recognise the extra allowance?

You went to check-in, had your number in the booking, but they said ‘no’ because?

Anyway, for a chargeback one of the things the CC will likely ask is if you have tried to resolve the issue directly with the merchant, You habe, and you can provide that information to the CC company. A ‘no response’ is ok.

I would do that and let EK sort it out of fight it form there.

 

[arbuth]

Did EK say why they wouldn’t recognise the extra allowance?

You went to check-in, had your number in the booking, but they said ‘no’ because?

Anyway, for a chargeback one of the things the CC will likely ask is if you have tried to resolve the issue directly with the merchant, You habe, and you can provide that information to the CC company. A ‘no response’ is ok.

I would do that and let EK sort it out of fight it form there.

They said that the reason was that part of the flight went through the U.S., but the QFF site mentions no such qualification.

 

[moa999]

Was thinking it might have been that.

The QF/ EK partnership specifically excludes the US (I suspect for competition approval reasons) - The partnership covers Australia, New Zealand, Asia, the Middle East, North Africa and Europe

And when an airfare touches the US the US baggage rules typically apply (normally more generous) - but not in this case due to the lack of FF status applying.

 

[anat0l]

Was thinking it might have been that.

The QF/ EK partnership specifically excludes the US (I suspect for competition approval reasons) - The partnership covers Australia, New Zealand, Asia, the Middle East, North Africa and Europe

And when an airfare touches the US the US baggage rules typically apply (normally more generous) - but not in this case due to the lack of FF status applying.

That sounds disingenuous. Why should a ticket that merely touches the US render the entire itinerary and its flights as piece concept (with US allowances)? For that matter, the entire ticket is rendered a "US" ticket and thus nullifies all QF-EK partnership benefits for the entire ticket (for all flights on it); sounds ridiculous. Is the idea here that when the OP bought a ticket (from QF admittedly), they were being sold a ticket to the USA, irrespective of how many flights and stopovers comprised the inbound and outbound sections?

I'm sure I've had tickets before which touch the US, but the weight/piece concepts apply to the individual journeys as applicable, not everything was a piece concept. So the entire ticket was not regarded as a "US" ticket.

This ridiculous interpretation (by the agents at BNE) would seem consistent with their equally brainless action of charging the OP excess by piece rather than by weight. For whatever it is worth:

• The amount the OP was charged in excess fees doesn't seem consistent with the current schedule of excess charges on the EK website
• Emirates says that if a ticket issued by them for travel between AU/NZ/Asia and North or South America includes a stop in Europe or a stopover in Dubai greater than 24 hours, then the weight concept applies to the entire ticket.

(Ironically, it was probably better that the OP didn't get charged excess per kg, as that would be crazy expensive)

Whoever is running the EK show at BNE should be told to go jump - this is stupid.

 

[arbuth]

Was thinking it might have been that.

The QF/ EK partnership specifically excludes the US (I suspect for competition approval reasons) - The partnership covers Australia, New Zealand, Asia, the Middle East, North Africa and Europe

And when an airfare touches the US the US baggage rules typically apply (normally more generous) - but not in this case due to the lack of FF status applying.

'not in this case due to the lack of FF status applying.' Sorry - I don't understand

 

[moa999]

'not in this case due to the lack of FF status applying.' Sorry - I don't understand

Typically US flights have a more generous baggage allowance - generally 1 piece/ 32kg in economy, vs 1 piece 23kg/ 23kg for other destinations.

Afaik this 'policy' ensures your typical traveller isn't charged more for non-US flights on more complex itineraries.

 

[arbuth]

Typically US flights have a more generous baggage allowance - generally 1 piece/ 32kg in economy, vs 1 piece 23kg/ 23kg for other destinations.

Afaik this 'policy' ensures your typical traveller isn't charged more for non-US flights on more complex itineraries.

But the reverse happened in this case.

 

[markis10]

But the reverse happened in this case.

No it didn’t, your entitled to one piece not two as your going to the US, it can weigh more but cannot exceed the piece limit.

 

[MEL_Traveller]

No it didn’t, your entitled to one piece not two as your going to the US, it can weigh more but cannot exceed the piece limit.

But as Qantas gold, there’d be extra pieces to the USA anyway?

The reading of the gold benefit seems clear… allowed the extra weight on EK services. There’s no carve out for a return ticket coming from the USA.

If I was a QF gold I’d think I could take 16kg extra on EK, and an extra bag or two on my return from LAX.