Cancelled Jetstar flight. Who's responsible - QF, 3K, Expedia or me?

[Happy Trails]

[FONT=Arial, sans-serif]I was booked BKK-PER return via SIN on CX2700-QF78 & QF77-3K513 on a single PNR.[/FONT]
[FONT=Arial, sans-serif]It was booked through Expedia to avoid the requirement to present at the QF BKK agent for credit card verification. (Several previous threads about this). [/FONT]

[FONT=Arial, sans-serif]Last night when I checked the status of the 3K flight I found that it had been cancelled. This was not at all obvious; I only found out by trawling through the Jetstar and Changi websites, it was still showing as normal in my QF bookings page.[/FONT]

[FONT=Arial, sans-serif]This morning I called the QF premium desk who were oblivious to the cancellation but said it was nothing to do with them anyway as it had been booked through Expedia , and in any case Jetstar was a separate airline etc. etc. Nothing they could do. [/FONT]
[FONT=Arial, sans-serif]But they did help out by transferring my call to Jetstar, who in turn recited the T&Cs and offered to take me the next day, which I declined.[/FONT]

[FONT=Arial, sans-serif]Then I called Expedia who told me that as the journey had already started, they could do nothing and that QF, as the “ticket holder”, was responsible.[/FONT]

[FONT=Arial, sans-serif]Called the QF premium desk again, mentioned the Expedia advice, and after ten minutes on hold they offered an alternative routing via HKG which I accepted.[/FONT]

[FONT=Arial, sans-serif]I'm satisfied with the outcome, and I was prepared to wear the costs if necessary, but annoyed that if I hadn't taken the time to check the the flight status, then I very likely would have been stranded overnight in SIN.[/FONT]

[FONT=Arial, sans-serif]So I'm curious to know:[/FONT]

[FONT=Arial, sans-serif]Did QF do me a favour or was it their problem all along?[/FONT]

[FONT=Arial, sans-serif]Who should have notified me?[/FONT]

[FONT=Arial, sans-serif]How could QF not be aware of the cancellation?[/FONT]


[FONT=Arial, sans-serif]BTW, this is the second time in four weeks that 3K have cancelled that flight on me. Last time it was on separate PNRs so I rebooked with TG and got a refund from 3K.[/FONT]

 

[moa999]

Would think in this case it is QF or CX as single PNR and they are the ticketing carrier (even more clear if under a codeshare).

What was the ticket number. CX starts with 160, QF with 081

Good to see you got a good (and no doubt more comfortable) outcome.

 

[Happy Trails]

Would think in this case it is QF or CX as single PNR and they are the ticketing carrier (even more clear if under a codeshare).

What was the ticket number. CX starts with 160, QF with 081

Good to see you got a good (and no doubt more comfortable) outcome.

Thanks for that info.
Ticket number is 081 so it QF.
And yes, longer route but more comfortable with A330s rather than 763 /A320.

 

[JohnK]

I don't believe QF did you a favour but wouldn't the travel agent (in this case Expedia) also be responsible for any changes/cancellations to flights?

It would be sad if the responsibility of the travel agent stopped when they receive your money and email out the itinerary....

 

[ozbeachbabe]

[FONT=Arial, sans-serif]I was booked BKK-PER return via SIN on CX2700-QF78 & QF77-3K513 on a single PNR.[/FONT]

Was it only a single Expedia pnr when in fact Expedia did separate bookings with respective airlines just like if you did a separate booking for 3K flight on www.jetstar.com & booking the rest direct with the other airlines? I didn't think 3K flights could be booked via a GDS or did it have a QF codeshare flight number?

[FONT=Arial, sans-serif]Last night when I checked the status of the 3K flight I found that it had been cancelled. This was not at all obvious; I only found out by trawling through the Jetstar and Changi websites, it was still showing as normal in my QF bookings page.[/FONT]

QF or relevant airline may get the flight details as an information segment only if the agent (Expedia in this case) had entered a passive segment into the GDS pnr for ticketing purposes or to just have all the flight details in the one GDS pnr to generate an itinerary to the pax. Information segments are not updatated in 'real time' in whatever airline pnr they're in as there's no live communication between the parties.

[FONT=Arial, sans-serif]This morning I called the QF premium desk who were oblivious to the cancellation but said it was nothing to do with them anyway as it had been booked through Expedia, and in any case Jetstar was a separate airline etc. etc. Nothing they could do. [/FONT]

That sounds correct to me as it would be the same as asking CX to change a 3K booking that was not even booked in their system, the only common denominator being that Expedia was the agent involved. If however all flights are on 081 paper, then QF are the responsible party so would need to change it but are you 100% sure the 3K flight was on the QF eticket or was it only the QF & CX flights with 3K ticketed separately?

[FONT=Arial, sans-serif]Then I called Expedia who told me that as the journey had already started, they could do nothing and that QF, as the “ticket holder”, was responsible.[/FONT]

Of course they could do something they just don't want to as it's all too hard once you've departed Australia. So then the fun starts when agent handballs you to airline who handballs you back to agent who is the owner of the pnr & by rights has to be the go-between.

[FONT=Arial, sans-serif]Called the QF premium desk again, mentioned the Expedia advice, and after ten minutes on hold they offered an alternative routing via HKG which I accepted.[/FONT]

[FONT=Arial, sans-serif]So I'm curious to know:[/FONT]

[FONT=Arial, sans-serif]Did QF do me a favour or was it their problem all along?[/FONT]

If the 3K flight was on QF 081 ticket stock with the other 3 flights then they should deal with it so that's not doing you a favour just doing what they should do. However if 3K flight not on QF paper but a totally separate transaction which I have a feeling it was, then technically nothing to do with QF. I feel your WP status may have been the reason that they did this but then again 3K is all part of the 'Qantas Group' which at the end of the day is just all one big happy family right! If you were only NB I've got a feeling it may have been a case of too bad so sad.

[FONT=Arial, sans-serif]Who should have notified me?[/FONT]

Expedia Travel as they are the travel agent. I'm fairly sure they would've just done a booking direct on 3K via the www.jetstar.com website & as such 3K should have emailed them when there was any change to the booking. I'm happy to be corrected if this is not the case.

[FONT=Arial, sans-serif]How could QF not be aware of the cancellation?[/FONT]

[FONT=Arial, sans-serif]QF or relevant airline may get the flight details as an information segment only if the agent (Expedia in this case) had entered a passive segment into the GDS pnr for ticketing purposes or to just have all the flight details in the one GDS pnr to generate an itinerary to the pax. Information segments are not updatated in 'real time' in whatever airline pnr they're in as there's no live communication between the parties.[/FONT]


[FONT=Arial, sans-serif]BTW, this is the second time in four weeks that 3K have cancelled that flight on me. Last time it was on separate PNRs so I rebooked with TG and got a refund from 3K.[/FONT]

My responses are in blue. It sounds like the same scenario Oneworldplus2 had with his parents booking with Webjet.

 

[ChrisBNE]

We can book QF and JQ/3K interline bookings and issue on QF paper. There is of course no interlining of bags/pax.

3K in this instance are responsible as the operating carrier to reaccomodate you to an acceptable alternative service. This information should been provided to you, via the agent. QF are not responsible to reaccomodate you to another service (as a group perhaps they may be, but that is a different argument). QF were most likely not aware of the sched change as it may not have been generated through to Amadeus.

You should be entitled to be reaccomodated to another service, or a full refund for this sector.

 

[JohnK]

You should be entitled to be reaccomodated to another service, or a full refund for this sector.

A full refund though in this instance would be useless if travel has already commenced and one would need to pay for an alternative flight at the last minute.

 

[ChrisBNE]

A full refund though in this instance would be useless if travel has already commenced and one would need to pay for an alternative flight at the last minute.

Do not disagree there, but 'them's the breaks'.