Advice please - involuntary downgrade on QFF award booking on Royal Jordanian

[tradingup]

Hi Everyone, Royal Jordanian have just emailed that my QFF Classic Rewards Business Class flight from Istanbul to Amman on 30 November will now be in Economy. My searching reveals that there has been an aircraft change from A321 to A320, with a loss of two business class seats. Originally booked on 21 December 22. This is the last flight in a single PNR from SYD - MEL - DXB - IST - AMM.

Before I phone Qantas (only Bronze), I have not found any clear information and would like to check what should happen now. Is a ticket re-issue required? I don't want to risk losing any of my other flights. Should the QFF points difference of 16000 be refunded? I am also in Points Club and should have earned 1100 QFF points and 30 SC on that flight.

 

[encryptededdy]

Should the QFF points difference of 16000 be refunded?

Yes, the points price difference should be refunded. However, depending on your mix of carriers and whether you have connections or stopovers, the price difference may be lower or zero since the itinerary would've been priced "together". Could you advise how many points you paid for the flight and whether you have a stop longer than 24h? I assume it was QF - EK - EK - RJ, all in Business?

I am also in Points Club and should have earned 1100 QFF points and 30 SC on that flight.

No, since Points Club only earns on QF-marketed (i.e. QF flight number) flights

Is a ticket re-issue required?

I'm not super familiar with how it works so I'll leave this to someone else, but I believe the answer is likely yes

 

[tradingup]

Yes, the points price difference should be refunded. However, depending on your mix of carriers and whether you have connections or stopovers, the price difference may be lower or zero since the itinerary would've been priced "together". Could you advise how many points you paid for the flight and whether you have a stop longer than 24h? I assume it was QF - EK - EK - RJ, all in Business?


No, since Points Club only earns on QF-marketed (i.e. QF flight number) flights


I'm not super familiar with how it works so I'll leave this to someone else, but I believe the answer is likely yes

Thank you encryptedteddy.

My booking is SYD - MEL: QF economy
MEL - DBX - Ist: EK business (ten night stopover in IST)
IST - AMM: RJ business Total 177,200 QFF points

Thanks for the reminder on Points Club, I don't know why it shows in MMB that the RJ flight would earn points and SC.

 

[encryptededdy]

I don't know why it shows in MMB that the RJ flight would earn points and SC.

Did it always show this? I wonder if they downgraded you into a revenue fare class... otherwise, it could also be a glitch - in the past certain airlines have been known to provide full points/status credits on reward fares due to a glitch.

After all, even QF fares with Points Club only reward you status credits, not points, so what you're seeing there is either wrong or correct (glitch in your favour)

My booking is SYD - MEL: QF economy
MEL - DBX - Ist: EK business (ten night stopover in IST)
IST - AMM: RJ business Total 177,200 QFF points

I see, you have a 10 night stopover in IST. In that case, the IST-AMM would indeed be priced separately and you would indeed be due a refund due to the downgrade. Does Qantas Manage Booking show your new (downgraded) economy class yet? If so, what fare code is it showing?

 

[tradingup]

Economy (Y)

 

[RooFlyer]

Thanks for the reminder on Points Club, I don't know why it shows in MMB that the RJ flight would earn points and SC.

Maybe it said something like .... "If applicable ... will earn .... etc"

 

[tradingup]

Did it always show this? I wonder if they downgraded you into a revenue fare class... otherwise, it could also be a glitch - in the past certain airlines have been known to provide full points/status credits on reward fares due to a glitch.

No, I only noticed it tonight.

After all, even QF fares with Points Club only reward you status credits, not points, so what you're seeing there is either wrong or correct (glitch in your favour)

I see, you have a 10 night stopover in IST. In that case, the IST-AMM would indeed be priced separately and you would indeed be due a refund due to the downgrade. Does Qantas Manage Booking show your new (downgraded) economy class yet? If so, what fare code is it showing?

 

[encryptededdy]

Economy (Y)

No, I only noticed it tonight.

Yeah, so it looks like they've swapped you to a revenue economy fare That's why you'll earn 30 SCs.

I don't know how reticketing works now though, since I suspect Qantas' system may encounter issues trying to reticket it automatically given this new revenue sector.

 

[tradingup]

Maybe it said something like .... "If applicable ... will earn .... etc"

Hi RooFlyer,
It shows: "Earn 1,100 Qantas Points and 30 Status Credits"

 

[tradingup]

Yeah, so it looks like they've swapped you to a revenue economy fare That's why you'll earn 30 SCs.

I don't know how reticketing works now though, since I suspect Qantas' system may encounter issues trying to reticket it automatically given this new revenue sector.

OK, thank you for your help encrytededdy. I will have to take my chances with Qantas call centre tomorrow. Not sure now about the QFF points refund.

 

[AndyC1970]

Do not call the call centre. You risk playing call centre lottery, the odds of which are not in your favour. I think they would likely stuff up such a multi-leg booking. I would email the [email protected] team. I have had much better success escalating directly to them rather than risking the call centre

 

[Danger]

Because you've been downgraded to a fully flex economy ticket and it's only a 2h15m flight (and because RJ's regional business is nothing to lose sleep over missing), I would decide before calling Qantas if you can wear the change. You're now going to earn 30 SCs and 1100 points that you weren't otherwise going to. If you can be content with the change, I would wait until after flying before seeking a refund of the 16K point difference, lest you get an offshore call centre at QF that completely buggers your reservation.

 

[jase05]

How flexible are you?
IST-AMM would have multiple daily’s so can you see if they can get you on a later flight perhaps.

 

[Seat0B]

Because you've been downgraded to a fully flex economy ticket and it's only a 2h15m flight (and because RJ's regional business is nothing to lose sleep over missing), I would decide before calling Qantas if you can wear the change. You're now going to earn 30 SCs and 1100 points that you weren't otherwise going to. If you can be content with the change, I would wait until after flying before seeking a refund of the 16K point difference, lest you get an offshore call centre at QF that completely buggers your reservation.

I agree with @Danger. If you can accept the downgraded flight, I’d take the points and SC and argue about the points refund after the event to avoid the (very real) risk of an incompetent agent stuffing up your other flights.

 

[tradingup]

Thank you everyone for your advice and I agree with your suggestions.
There is one later flight, but arrives at 22:55 and my accommodation is a hotel on the Dead Sea, to meet up with my tour group.
I am not too precious to travel economy on shorter flights, but have not travelled in this area before and as a solo female feel more confident as a business class passenger.
I successfully accepted the change in Manage Bookings before phoning Qantas on 1300 659 116. Not sure if this number is commonly known, but was provided in an email from Qantas advising of the downgrade, which arrived after the RJ email. The call was answered promptly, the operator was competent and a new e-ticket arrived as the call completed.
This was a very different experience to last year when Qatar cancelled my rewards ticket. The operator confirmed the flight was now a revenue flight and also advised if the points difference was not credited to my account, I should follow up after the flight. Will see what happens, however, the 16,000 points are actually more valuable to me than SC.

 

[Mattg]

Hey there, could I suggest brining up your booking on rj.com to make sure your ticket has been correctly re-issued by Qantas and you still have a valid ticket number?

 

[tradingup]

Hey there, could I suggest brining up your booking on rj.com to make sure your ticket has been correctly re-issued by Qantas and you still have a valid ticket number?

Thanks Matt, I have checked on rj.com and all looks OK. The new e-ticket number is showing, booking confirmed, and for IST - AMM I have a seat allocation down the back of the plane. Quietly hopeful!