cancelled CX award booking made with QF points

[Matt_01]

Prior to Covid you could. You could book PER-HKG return on CX with QF flight numbers.

I wonder if this that a is specific to WA, did QF operate flight HKG-HKG? Based in ADL every time I had to book a flight to HKG the only options I was given was via MEL or SYD, even on the days the CX aircraft was operating ADL-HKG or HKG-ADL there was never an option for a codeshare on the CX metal.

 

[sudoer]

I wonder if this that a specific to WA

The QF codeshare was only available on CX's CNS-HKG and PER-HKG routes (plus other ex HKG routes into Asia)

 

[Danger]

Unfortunately I don't believe the fine print for partner classic awards is with you on this - the onus isn't on QF to get you there when a partner has cancelled their flight. If there are no award seats available, QF is within its rights to simply provide a full refund.

If there are seats available on either QF or another partner which incur additional points/taxes, they will absolutely hit you up for the difference also. (conversely they will also refund the difference if the new flights involve a downgrade, cheaper taxes, etc)

I think s. 9.2 of Qantas's conditions of carriage would be applicable:

9.2 Late or Cancelled Flights (Events Beyond Our Control)
Where we make a Significant Change to your flight due to an Event Beyond Our Control, whether you have checked in or not, we will:

• use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you
• alternatively, if we are unable to rebook you on services acceptable to you, we will refund the applicable fare.

You may also have rights to remedies under the Australian Consumer Law.

We will not be responsible for paying any other costs or expenses you may incur as a result of the delay or cancellation, except as otherwise provided in these Conditions of Carriage or required by applicable laws, such as the Australian Consumer Law.

It makes do distinction between revenue and award bookings.

I don't see why a fair paid with cash or paid for with points should be different. It's been paid for. If I book with QF to get me from A to B in J, how they achieve that should not be my problem. Now given QF metal can the the customer from A to B, they should open the seats and make it happen.

I agree.

There was an interesting article from Flight Hacks a few weeks ago.

My reading of s. 9.2 suggests Qantas is on the hook to find alternate options. Origin is Sydney. Destination is London. Qantas services both ports. While there's an argument to be made that "available" means if there isn't an award seat your out of luck, I'd be pushing back on that. "Available" in this context should mean a seat, period, in my view.

 

[sudoer]

I think s. 9.2 of Qantas's conditions of carriage would be applicable:

I'm not sure the CoC applies in a CX marketed and operated itinerary because:

2.1 Application of Conditions of Carriage​

Except as provided in 2.4 (Overriding Law), 2.5 (Reading Down) and 2.8 (Charter Operations), these Conditions of Carriage apply to travel on our flights or flight segments, where 'Qantas' or our Airline Designator Code 'QF' is shown as the Carrier on your Ticket, and in any case where we have a legal liability to you in relation to your flight.

and also:

2.9 Additional Services or Other Forms of Transportation​

(a) If we make arrangements for you with any third party to provide any services other than carriage by air on a QF Airline Designator Code, or if we issue a Ticket or voucher relating to transportation or services (other than carriage by air) provided by a third party, such as hotel reservations or car rental, in doing so we act only as agent. The terms and conditions of the third party service provider will apply.

 

[Matt_01]

I think s. 9.2 of Qantas's conditions of carriage would be applicable:


It makes do distinction between revenue and award bookings.

This is their get out of jail free card

Where we make a Significant Change to your flight due to an Event Beyond Our Control, whether you have checked in or not, we will:

• use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you - The bot or yield management say no, QF could argue they have made 'reasonable endeavours' on their services.
• alternatively, if we are unable to rebook you on services acceptable to you, we will refund the applicable fare. - Job done issue a refund of points and taxes or cash without fees or penalties.

I would suggest if QF WP, WP1 or CL there maybe a little more effort put in by QF to resolve the situation but for the masses not likely.

 

[Danger]

I'm not sure the CoC applies in a CX marketed and operated itinerary because:



and also:

Yes, I agree that's problematic. I'd rely on call centre staff (including supervisors) being like the other 99% and not having read the T&Cs in detail.

This is their get out of jail free card

Where we make a Significant Change to your flight due to an Event Beyond Our Control, whether you have checked in or not, we will:

• use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you - The bot or yield management say no, QF could argue they have made 'reasonable endeavours' on their services.
• alternatively, if we are unable to rebook you on services acceptable to you, we will refund the applicable fare. - Job done issue a refund of points and taxes or cash without fees or penalties.

I would suggest if QF WP, WP1 or CL there maybe a little more effort put in by QF to resolve the situation but for the masses not likely.

Qantas flies out of Sydney and into London. I don't see an issue with the "our services part". I'd have no issue pushing back on the "reasonable endeavours" part. In my view, if there's a seat in the same class, even in the full fare bucket, I'd argue it's available to me. It's not certainly not without its problems but I think it'd be worth a shot.

 

[MEL_Traveller]

Qantas flies out of Sydney and into London. I don't see an issue with the "our services part". I'd have no issue pushing back on the "reasonable endeavours" part. In my view, if there's a seat in the same class, even in the full fare bucket, I'd argue it's available to me. It's not certainly not without its problems but I think it'd be worth a shot.

And that's what happens when you have a QFFF award booked on a QF flight number and QF aircraft. If QF cancels the service they almost always put you on another one of their services, creating the award seat for you if need be. They have also opened up inventory on alternative routes... for example to LAX instead of SFO.

But it's a different when it comes to CX cancelling a CX operated flight with a CX flight number. QFFF didn't cancel the flight, so not sure how 9.2 even kicks in.

 

[MEL_Traveller]

There was an interesting article from Flight Hacks a few weeks ago.

My reading of s. 9.2 suggests Qantas is on the hook to find alternate options. Origin is Sydney. Destination is London. Qantas services both ports. While there's an argument to be made that "available" means if there isn't an award seat your out of luck, I'd be pushing back on that. "Available" in this context should mean a seat, period, in my view.

Great statement by the author but no basis to hang it on is provided. What's the passenger supposed to do... insist the airline acts because 'flighthack says so'? There should have been a more detailed analysis of exactly how the rights evolve in the case of partner cancellations.

 

[MrJetset]

Partner award bookings are a minefield in this regard.

You may argue CoC all you wish, however, the reality is that QF will state you can book alternative available awards (which in the current climate are extremely difficult for premium awards or certain routes) or get a full refund.

Had many instances where this has occurred.

My latest was EK reducing MEL flights to just one per day. I was rebooked from the evening departure to the morning departure with my SYD-MEL flight arriving 12 hours after the first sector departed. The system allocated what it could find, but I spend quite a while finding an alternative that worked for me.

If QF fly that route, you may have luck seeking an award as an elite, but in other instances it can significantly disrupt travel plans.

Frankly, I would be avoiding CX for the future given their issues.