CGK IRROPS (QF42 24hr delay)

[pythonisman]

Yesterday during a layover in CGK, noticed that the inbound QF41 was a couple of hours late taking off. I figured there was a chance of a decent delay, but everything was showing as on time so thought we’d wait and see.

While we were about to check out from our hotel, got the dreaded text that QF42 for 16/12 has been delayed by 24hrs…

The only alternate OW option for sale was an 0425hrs flight to KUL and then the daytime MH flight that would get us in 12hrs later rather than 24- or potentially that nights direct service with GA, but I booked this trip during double SCs promo and really didn’t fancy my chances with an ORC. Qantas had only offered a refund in their message and given no proactive advice about what to do.

Anyway, after establishing that we didn’t want to try for another routing to get to SYD sooner, spoke to the hotel and they said we were ok to stay another night here so we opted to do that.

After paying for the extra night (not the cheapest given it was last minute I guess, and also didn’t want to check out and have to move/find another hotel with a grumpy husband in tow), I found QFs policy regarding compensation stating a limit of AU$200 for accommodation claims - with higher value being taken on a case by case basis.

My question is what experience folks have if any with this process? Our room was about triple that, the first night was booked through QF Hotels so I can prove easily to them what we’d originally booked at, and give a decent argument as to why we didn’t look for something cheaper.

I can look down the travel insurance route, though my thinking was if this is directly Qantas’ fault that they should foot the bill if possible…

Luckily we hadn’t made plans in Sydney today, annoyingly though our tomorrow now will be very busy, and we’ll be tired, even if we manage to sleep the whole flight tonight…

Also is a text message and email 8hrs before you’re due to fly all that QF normally do for WPs in IRROPS situations? We are flying in J, if that matters…

 

[Captain Halliday]

I’ve had similar with a delay ex. DPS. There’s a thread somewhere with full details, but in short:

Aircraft went tech at the gate and QF ground staff told Y pax to make their own hotel booking with a refund up to AUD200. J pax (inc. us) were told rooms had been booked.

We were sent by taxi to the QF chosen hotel where we were denied checkin because QF hadn’t paid for the rooms.

Approaching 3am I just paid for the room so we could get some sleep. It was >AUD300.

Once home I claimed reimbursement citing the part in the QF policy about considering reasonable claims higher than AUD200.

It was a 100+ day battle involving 13 emails, 12 calls. But they paid… eventually.

It’s an endurance test and I wish you good luck.

 

[pythonisman]

I’ve had similar with a delay ex. DPS. There’s a thread someone with full details, but in short:

Aircraft went tech at the gate and QF ground staff told Y pax to make their own hotel booking with a refund up to AUD200.

J pax were told room had been booked. We were sent by cab to the QF chosen hotel.

At the hotel we were denied checkin because QF hadn’t paid for the rooms.

Approaching 3am I just paid of the room so we could get some sleep. It was >$300.

I then claimed reimbursement for the room citing the part in the QF policy about considering reasonable claims higher than AUD200.

It was a 100+ day battle involving 13 emails, 12 calls.

It’s an endurance test and I wish you good luck.

Thanks for the response. Sounds like a nightmare and sorry to hear that. Seems insane they were denying you in particular if it was where they sent you!

No offer of alternate accommodation was offered for us so I’ll see what I can do, but will warm up the travel insurance claim process as well as I’m not expecting them to be very receptive to anything.

 

[elanshin]

My question is what experience folks have if any with this process? Our room was about triple that, the first night was booked through QF Hotels so I can prove easily to them what we’d originally booked at, and give a decent argument as to why we didn’t look for something cheaper.

I can look down the travel insurance route, though my thinking was if this is directly Qantas’ fault that they should foot the bill if possible…

Luckily we hadn’t made plans in Sydney today, annoyingly though our tomorrow now will be very busy, and we’ll be tired, even if we manage to sleep the whole flight tonight…

Typically the first question which you identified is how urgent do I want to get back and/or do I want to stay where I'm at. If you needed to get back, you can push QF to rebook you on ANY alternate airlines assuming seats are available. It does a take a bit of pushing sometimes though, but they can book you onto other airlines. As for your DSC, as long as it was a regularly booked flight, you can always claim ORC with DSC (and get the second airline as long as it's not OW).

Also is a text message and email 8hrs before you’re due to fly all that QF normally do for WPs in IRROPS situations? We are flying in J, if that matters…

They'll message you as soon as they realise their plane isn't going to be carrying you. I've had a LAX - SYD flight cancelled 18h in advance when I watched the corresponding QF2 from LHR get progressively delayed (same physical a380 that would do our service) and sure enough we got a message about cancellation. I'd say it's better than sitting at the airport watching your plane get progressively delayed.

 

[pythonisman]

Typically the first question which you identified is how urgent do I want to get back and/or do I want to stay where I'm at. If you needed to get back, you can push QF to rebook you on ANY alternate airlines assuming seats are available. It does a take a bit of pushing sometimes though, but they can book you onto other airlines. As for your DSC, as long as it was a regularly booked flight, you can always claim ORC with DSC (and get the second airline as long as it's not OW).


They'll message you as soon as they realise their plane isn't going to be carrying you. I've had a LAX - SYD flight cancelled 18h in advance when I watched the corresponding QF2 from LHR get progressively delayed (same physical a380 that would do our service) and sure enough we got a message about cancellation. I'd say it's better than sitting at the airport watching your plane get progressively delayed.

Yeah I figured an ORC would be possible but equally not without a fair investment of time/effort while they gradually wear me down. I gave up years ago trying to get ORC for a flight from FCO-LHR as part of a trip to Aus, where due to a certain storm Eunice BA wiped their schedule but AZ was still running

My point about the delay notification wasn’t the time they messaged, it was more the lack of any information on what to do, service recovery, compensation etc. even easyJet did a better job giving you all options upfront, allowing you to pick a hotel etc etc, but I know EU261 is forcing their hand to an extent there.

Anyway. Fingers crossed we fly tonight cause I do really need to get to Aus for tomorrow!