CR schedule change with JL - now not meeting MCT - options?

[Himeno]

Call 3: contacted JL - said they can’t do anything, qantas is the ticketing airline and to contact qantas and advise qantas to contact JL on their internal line

A few years ago, I had a flight booked on JL, ITM-HND. I wanted to move to a different flight a few hours before the ticketed flight. The ticket rules allowed for unlimited free changes to any oneworld flight, provided the routing didn't change and their was availability in the required fare class.
Prior to this, it hadn't been a problem. JL staff had happily changed the flight as needed, no matter who had issued the ticket.
This time however, they couldn't and asked that I contact the airline who issued the ticket. QF.

I contacted QF on twitter. They came back saying they couldn't see any availability on the other flights, even though expertflyer was saying there was the needed availability as did the big flight information board at the ITM check in area.
I then went back to the JL check in staff, who again said to contact QF. I showed them the message from QF saying that they couldn't see any availability, then JL changed the flight.

Maybe if you get something, in writing, from QF saying they can't make the change onto JL51, JL will then fix it?


oneworld does have their global support teams based at major oneworld hubs, who might be able to help (assuming you could find a way to contact them), but these teams are more about fixing connection issues of currently operational flights.

 

[ScubaMel]

Success! I rang yesterday as i hadn’t heard anything. Offered the QF flight again but told i would need to pay the taxes and charges. Told them again that i wasn’t paying due to the involuntary change. The agent said JAL hadn’t responded yet and they would put through another request for me.

I received an email just after 5am this morning from Qantas. When I looked at it it said ‘no flights’ and I couldn’t understand what was in the booking (or not in now!) so i rang them straight back. I don’t know if it was the early hour, or the fact that the system recognised me as a repeat caller, but i got through the HBA call centre and Tony sorted it all out. He was looking at it and was like ‘what have they done??’ and completely understood that it was an involuntary change and that i should not be expected to pay extra (‘gosh no’ were his words i think ). He got me onto QF from HND-SYD and then SYD-MEL.

I’m still waiting for the email to come through, but i can see it on the JAL website again now and it says ticketed, so i’m hoping it is all ok? He said i will receive two emails - the first one being when he was reading back through the itinerary realised it still had the NRT-MEL on it so he had to remove that flight. I have received that one, but not the corrected one yet which is CDG-HND-SYD-MEL.

 

[RichardMEL]

Are you sure it was HBA and not AKL? (I recall speaking once to a very good AKL agent named Tony a year or so back when I called from the US and I knew HBA was closed). HBA doesn't start till 0700 (unless you were 0500 PER time? ). Anyway glad you got a good agent to help.

 

[ScubaMel]

Ahh could have been AKL although he didn’t sound like a kiwi. I just assumed it was HBA as it was answered with Qantas VIP line (or something like that). Was 5am MEL time.

 

[RichardMEL]

Ahh could have been AKL although he didn’t sound like a kiwi. I just assumed it was HBA as it was answered with Qantas VIP line (or something like that). Was 5am MEL time.

sounds like the same bloke I spoke with. Agree, doesn't sound kiwi but nonetheless VERY good nonetheless - as you found out