Classic Reward Booking - Rescheduled partner flight resulting in misconnection

[anime001]

Hi all,

Booked a trip for the family at the start of the year using Qantas Classic Rewards. Booked both to/from legs on separate bookings with Japan Airlines using Classic Rewards - it was the only routing between Melbourne/Ho Chi Minh at the time.

Issue started recently when one of my connecting legs (JL773) for the leg home was rescheduled due to a cancellation. The system rescheduled it to an earlier flight in the week, resulting in the booking now becoming invalid due to the 2nd leg flying earlier than the 1st leg....

I've tried calling the contact center multiple times and each operator tells me different things. I've had promises to call me back next day, but I get the feeling it's just a ploy to get me to hang up. And I've had operators tell me that the system will auto correct this closer to the day.

Can someone advise what I can do to salvage this leg? My travelling troupe comprises of 3 adults and 1 lap infant. I don't want to end up stranded in Vietnam because of this issue.

I've tried email Markus S from Qantas (no response) and tried messaging the twitter team, but the thread seems to have gone cold after they told me to standby.

Regards,

anime001

 

[kangarooflyer88]

Hi all,

Booked a trip for the family at the start of the year using Qantas Classic Rewards. Booked both to/from legs on separate bookings with Japan Airlines using Classic Rewards - it was the only routing between Melbourne/Ho Chi Minh at the time.

Issue started recently when one of my connecting legs (JL773) for the leg home was rescheduled due to a cancellation. The system rescheduled it to an earlier flight in the week, resulting in the booking now becoming invalid due to the 2nd leg flying earlier than the 1st leg....

I've tried calling the contact center multiple times and each operator tells me different things. I've had promises to call me back next day, but I get the feeling it's just a ploy to get me to hang up. And I've had operators tell me that the system will auto correct this closer to the day.

Can someone advise what I can do to salvage this leg? My travelling troupe comprises of 3 adults and 1 lap infant. I don't want to end up stranded in Vietnam because of this issue.

I've tried email Markus S from Qantas (no response) and tried messaging the twitter team, but the thread seems to have gone cold after they told me to standby.

Regards,

anime001

View attachment 311751

What happens when you click the change flights button? Does the computer provide any sensible options?

 

[anime001]

It says "Call your Qantas office". The Cancel/Voucher button says the same "Call your Qantas office"

 

[Ktan89]

You need to explain to them the involuntary schedule change by JL makes an incomplete routing/misconnection. They need to move you to another flight from NRT - MEL after 10th.
Best if you search if there are any revenue fares first. - Looks like they fly Mon/Wed/Sat in february.
Ask them to put you on to the 11th FEB - NRT - MEL. They should be able to ask Japan Airline to open up seats due to an involuntary change by them.
Good luck. It is a lotto system calling up Qantas though. Hang up and call again if the CSA tells you they cant do it.

 

[anime001]

Finally got it sorted!!

Had to keep calling up and eventually connected with someone who understood what had happened and what to do.

He ended up having to book me onto a later flight (instead of trying to repair the misconnecting leg) and used the system to make the request to JAL. Told me to call back 7-10 days later, but what gave me confidence was that I could see 4 flights against my booking. The original 2, and the new 2.

Just called today and took a while, but the rep was able to reissue me with the itinerary and e-ticket numbers. JAL has accepted the request to convert revenue seats into Classic rewards seats.

Finally all sorted!!! This ordeal has taught me to stick with Qantas metal when booking via Qantas or avoid Qantas altogether. The experience has been fairly stressful and I've had to use Skype to call the call center as I'm currently overseas.

Thanks for those who responded and posted. Just leaving a note here in case others experience the same.

 

[Mattg]

Finally all sorted!!! This ordeal has taught me to stick with Qantas metal when booking via Qantas or avoid Qantas altogether. The experience has been fairly stressful and I've had to use Skype to call the call center as I'm currently overseas.

Sadly, you and many others have learned this the hard way over the past year. Qantas points are worth less when you can't use them to book a flight and be confident it will actually stick or that you won't waste many hours of your precious time dealing with incompetent people trying to fix a problem that you didn't cause.