Classic reward flight cancelled.

[jrfsp]

I have a QF classic reward booking next month BNK-SYD-MEL, Dept out of BNK at 18:20. QF have removed the evening BNK rotation from November by the looks of it and ive been rebooked onto the earlier QF departure at 11:45 which is not convenient.
I have rang the call centre (i got Hobart!) to ask for JQ direct to MEL at 17:45 - was told it's not possible as there's no rewards seats. For the online change option, it did show JQ to SYD at 16:40 connecting to QF (which id also accept) however this times out when i try and select, the call centre said this is not an option as no rewards seats.
My only option is to take the 11:45 dept or take a refund. Anyone had luck getting rebooked onto JQ when there's no reward seats?

 

[sudoer]

was told it's not possible as there's no rewards seats

Remind them it's an involuntary change and they are obliged to accommodate you on another QF group service regardless of whether it has award availability. If they say no, ask they escalate the call.

If still no luck, and the departure isn't for at least a few weeks, submit a customer care form clearly stating the situation, and suggest they listen back to the calls which have been recorded. That might grease the wheels.

Just keep mentioning that all of this is "involuntary"...

 

[cjd600]

Just keep mentioning that all of this is "involuntary"...

absolutely this

 

[kangarooflyer88]

They can and absolutely will rebook you onto another service operated by a Qantas group airline. Indeed last year I was booked to fly JetStar from Sydney to Hobart on a classic award as well only for it to be cancelled as well. A quick call to QFF had them rebook me on a QF service free of charge. If anything I would not only have QF rebook me on the JQ service but insist they refund me the point difference between the JQ classic award price and the QF award price I originally paid for

 

[Saab34]

They rebooked me once on a flight during a long weekend I booked like a year out, then a month out cancelled and the only fares was like $1000 each way, no reward seats, but they still put me on it.

This actually annoys me a bit, QK keep banging on about customer service and investing hundreds of millions, but has management ever looked under the hood? These finer details/examples like you mention, are the underlying cracks in the business.

 

[jrfsp]

Not having much luck. I submitted a feedback form - the reply said they dont deal with future bookings - need to contact the call centre.

Call centre are adamant that as the change is more than 48 hours before departure, they cannot rebook me to JQ without there being reward availability.

I made this booking back in July, its so annoying they can do this with very little customer protection. The cash price for JQ is now >$500 for the flight i want (which would not have been the case back in July)

 

[Danger]

Remind them it's an involuntary change and they are obliged to accommodate you on another QF group service regardless of whether it has award availability. If they say no, ask they escalate the call.

If still no luck, and the departure isn't for at least a few weeks, submit a customer care form clearly stating the situation, and suggest they listen back to the calls which have been recorded. That might grease the wheels.

Just keep mentioning that all of this is "involuntary"...

Where does the obligation come from? Section 10.2 on significant change seems to suggest that in this situation, the passenger is entitled to be rebooked on the next available flight on "our services".

 

[sudoer]

Where does the obligation come from? Section 10.2 on significant change seems to suggest that in this situation, the passenger is entitled to be rebooked on the next available flight on "our services".

This is the policy I was thinking of which states the same fare class availability is not needed - but interestingly I notice there's no mention of JQ as a rebooking option. I'm unsure if this is a recent change.

https://www.qantas.com/agencyconnect/au/en/policies/service/schedule-change-policies/qantas-and-other-airline-schedule-change-policy-.html

Qantas has been known to rebook people automatically on JQ services ... (often much to their dismay)

 

[jrfsp]

This is the policy I was thinking of which states the same fare class availability is not needed - but interestingly I notice there's no mention of JQ as a rebooking option. I'm unsure if this is a recent change.

https://www.qantas.com/agencyconnect/au/en/policies/service/schedule-change-policies/qantas-and-other-airline-schedule-change-policy-.html

Qantas has been known to rebook people automatically on JQ services ... (often much to their dismay)

Seems in line with what was being offered - QF only.

I’ve cancelled the booking now and made a cash booking on VA out of OOL which had lots more flight options at better prices than JQ