Flight cancellation help requested: Qantas Classic Reward seat via Qatar Airways

[Mwenenzi]

Is this Qatar award cancellation due to ticketing delays only an issue if you book using Qf miles? How about booking Qatar awards with BA Avios. AA miles, Velocity points etc?

Many of the problems are due to Qatar QR stopping flying to CBR. So tickets need to be reissued. CBR to MEL seem to be the QR common change. If a Qantas QF award then QF has to reissue, but seems to often fail.

 

[mt4789]

I'm another one with a cancelled Qatar itinerary. I called up to get my return flight added to an existing booking, unfortunately this meant no-one ticketed it and the reservation was subsequently cancelled by Qatar (30 ish days later).

No call from Qantas, it just mysteriously disappeared from my booking. I have called 4 times to chase to see how it is progressing with no real updates, been promised a callback within 48 hours twice and not called back on either occasion. So I have a one-way booking and half the return journey (with another airline).

I have given up, there was no availability to book something else as Qantas don't release any business award seats to Europe from July to October.

So i've booked with Singapore Airlines and vowed to not fly with Qantas again until they sort their s**t out.

I'm scared about calling up to cancel the return portion in case they cancel the outbound too. So i'm going to call up after i've taken my outbound journey and then probably have to fight with them about that too.

Pretty disappointed tbh.

 

[gidxg03]

I'm another one with a cancelled Qatar itinerary. I called up to get my return flight added to an existing booking, unfortunately this meant no-one ticketed it and the reservation was subsequently cancelled by Qatar (30 ish days later).

No call from Qantas, it just mysteriously disappeared from my booking. I have called 4 times to chase to see how it is progressing with no real updates, been promised a callback within 48 hours twice and not called back on either occasion. So I have a one-way booking and half the return journey (with another airline).

I have given up, there was no availability to book something else as Qantas don't release any business award seats to Europe from July to October.

So i've booked with Singapore Airlines and vowed to not fly with Qantas again until they sort their s**t out.

I'm scared about calling up to cancel the return portion in case they cancel the outbound too. So i'm going to call up after i've taken my outbound journey and then probably have to fight with them about that too.

Pretty disappointed tbh.

Was your Qatar flight originating from the EU? If so you should chase compensation under EU261 (see earlier comments).

 

[mt4789]

Was your Qatar flight originating from the EU? If so you should chase compensation under EU261 (see earlier comments).

Yes, Madrid. Unfortunately EU261 does not apply if you were never ticketed (or so i understand).

 

[MEL_Traveller]

Was your Qatar flight originating from the EU? If so you should chase compensation under EU261 (see earlier comments).

EU261 is dependent on having a valid reservation. If QR provided the alternative flight but it subsequently failed because it wasn’t ticketed, QR may not have any obligations under 261.

If QR never offered a replacement 261 would be available.

 

[charliebrown]

*Update*

We still don't have any tickets, but the correct itineraries are showing up when I request them on both QF and QR websites, but reading as 'not confirmed'. I've spoken to Qantas three more times this weekend. One was adamant that Qatar have not yet responded to their request. Two agreed to call me back after speaking with support but obviously didn't.

I've also been on the Qatar airways live chat, trying to find out where the error lies. Sayal was very reluctant to give me any info but I requested access to my personal information under Australian Privacy Principles/Privacy Act 1988 & eventually managed to cajole him into telling me that Qatar sent the email to Qantas confirming our rebooking on the 20th of November! This is strange as I was told by a Qantas agent on the 30th November that Qatar had denied the request, and yesterday that Qatar have not yet responded. They were convinced that the tickets can't be issued because Qatar have said no/not responded. Do Qantas not write things down!?

I begged Sayal and eventually managed to convince him to re-send the email to Qantas confirming they've accepted the rebooking request. Who knows, maybe it'll help. To fellow weary travellers in similar situations - the Qatar live chat can be quite good. They connect immediately, you can often convince them to do stuff with persistence/listing semi-relevant statutes and you're automatically sent a full transcript of your chat as soon as it ends.

Also I made Points Club Plus today, good for me. It's a shame I've used up all the good credit cards on getting Qantas points this past year, wish I'd gone Velocity.

 

[Mr H]

I've also been on the Qatar airways live chat, trying to find out where the error lies. Sayal was very reluctant to give me any info but I requested access to my personal information under Australian Privacy Principles/Privacy Act 1988 & eventually managed to cajole him into telling me that Qatar sent the email to Qantas confirming our rebooking on the 20th of November! This is strange as I was told by a Qantas agent on the 30th November that Qatar had denied the request, and yesterday that Qatar have not yet responded. They were convinced that the tickets can't be issued because Qatar have said no/not responded. Do Qantas not write things down!?

So as I had assumed, this is yet another example of Qantas losing a booking through not ticketing in time.

Please, please, please can AFF take up the ticketing issue with Qantas. We mere mortals cannot get through to anyone in any position of authority and this ticketing failure has been systemic for the past year or so.

 

[charliebrown]

Please, please, please can AFF take up the ticketing issue with Qantas. We mere mortals cannot get through to anyone in any position of authority and this ticketing failure has been systemic for the past year or so.

I completely agree! I don't know how it would be arranged but there must be someone with access to people with actual power? I don't understand why it's so difficult this is so ridiculous given Qatar have accepted us being on a different flight! And so many people are experiencing the same completely unnecessary chaos.

I'm on the phone with Qantas again and the agent is STILL giving me the 'Qatar haven't responded' line even though I have confirmed with QR that they have sent the acceptance TWICE.

Also the bookings have disappeared from the Qantas app overnight which can't be a good sign.

I feel totally helpless. A simple phone call made by Qantas to Qatar would instantly resolve this. Just absolutely mind-blowing incompetence.

 

[Nitro6333]

I completely agree! I don't know how it would be arranged but there must be someone with access to people with actual power? I don't understand why it's so difficult this is so ridiculous given Qatar have accepted us being on a different flight! And so many people are experiencing the same completely unnecessary chaos.

I'm on the phone with Qantas again and the agent is STILL giving me the 'Qatar haven't responded' line even though I have confirmed with QR that they have sent the acceptance TWICE.

Also the bookings have disappeared from the Qantas app overnight which can't be a good sign.

I feel totally helpless. A simple phone call made by Qantas to Qatar would instantly resolve this. Just absolutely mind-blowing incompetence.

You are on the hamster wheel........ O/S call centres can’t help you you’ll just end up doing your head in!

 

[charliebrown]

You are on the hamster wheel........ O/S call centres can’t help you you’ll just end up doing your head in!

I just can't think of anything else to do

 

[Nitro6333]

I just can't think of anything else to do

Keep emailing its the only way you will get any action. Ive been there and its not a good place

 

[gidxg03]

Just an update on my efforts to try and sort this out as this may help someone else as I've seen the question asked before if travel insurance will cover the cost of revenue flights. I have activated cover through my NAB credit card.

I called Allianz (who are the insurer) and explained Qatar had cancelled my return flights and as there were no award flights available and neither Qantas nor Qatar have come to the party on organising alternative flights the consultant told me this would generally fall under "alternative transport".

It was a bit confusing but he said to assess this they would usually cost what the entire trip would have cost if it were cancelled (flights, accommodation, car hire, excursions etc) and this is then the maximum they would pay for me to purchase revenue flights for the cancelled segments. He said the complexity is you would usually be refunded points/cash component for any reward flights. He said they don't come across this situation that often but they would definitely assess the claim if I have to purchase revenue flights to replace the cancelled flights. He wouldn't comment on the likely outcome though.

To be honest I think the bigger hurdle is I would need written confirmation of the cancelation from either Qatar or Qantas and given how both have been a nightmare to deal with trying to get alternative flights what do you think my chances are of getting the cancelation in writing? The only evidence I have is that the booking fell off my bookings in the Qantas app and understandably the insurer will not accept this has evidence of the cancelation.

 

[MEL_Traveller]

Just an update on my efforts to try and sort this out as this may help someone else as I've seen the question asked before if travel insurance will cover the cost of revenue flights. I have activated cover through my NAB credit card.

I called Allianz (who are the insurer) and explained Qatar had cancelled my return flights and as there were no award flights available and neither Qantas nor Qatar have come to the party on organising alternative flights the consultant told me this would generally fall under "alternative transport".

It was a bit confusing but he said to assess this they would usually cost what the entire trip would have cost if it were cancelled (flights, accommodation, car hire, excursions etc) and this is then the maximum they would pay for me to purchase revenue flights for the cancelled segments. He said the complexity is you would usually be refunded points/cash component for any reward flights. He said they don't come across this situation that often but they would definitely assess the claim if I have to purchase revenue flights to replace the cancelled flights. He wouldn't comment on the likely outcome though.

To be honest I think the bigger hurdle is I would need written confirmation of the cancelation from either Qatar or Qantas and given how both have been a nightmare to deal with trying to get alternative flights what do you think my chances are of getting the cancelation in writing? The only evidence I have is that the booking fell off my bookings in the Qantas app and understandably the insurer will not accept this has evidence of the cancelation.

The phone agent was right… policies that cover cancelled flights and points will usually assess the value of any lost points or a replacement airfare against revenue prices. You should always call your insurer before purchasing replacement flights.

I think this actually comes under the ‘cancellation’ section, which refers more generally to your trip, or a portion of your trip being cancelled, rather than ‘alternative travel’. The latter implies that your scheduled transport is delayed or cancelled, which is not the case here. The flight is still going, just you haven’t been ticketed on it.

The more general ‘cancellation’ provision refers to any part of your trip which has been cancelled due to circumstances beyond your control. Here the portion of your trip has been cancelled due to the inability to ticket.

This section also ties in with the advice you were given on how Allianz would calculate the costs. The cost calculation is for cancellation, not alternative transport. The cost of the replacement flights may be more than the cost of the accommodation you cancel, might not be fully compensated.

Worth noting that ‘alternative transport’ also refers to you *getting to* prepaid accommodation (or another defined event). If the flights that aren’t ticketed involve coming home, you don’t necessarily have a pre-paid event or accommodation to come back to. So I’m not sure how that section applies.

 

[Notyourbag]

I completely agree! I don't know how it would be arranged but there must be someone with access to people with actual power? I don't understand why it's so difficult this is so ridiculous given Qatar have accepted us being on a different flight! And so many people are experiencing the same completely unnecessary chaos.

I'm on the phone with Qantas again and the agent is STILL giving me the 'Qatar haven't responded' line even though I have confirmed with QR that they have sent the acceptance TWICE.

Also the bookings have disappeared from the Qantas app overnight which can't be a good sign.

I feel totally helpless. A simple phone call made by Qantas to Qatar would instantly resolve this. Just absolutely mind-blowing incompetence.

Completely agree and would love someone on this board who has a QF contact to help with a resolution. I've heard this has impacted people travelling for weddings, family reunions and other important life events.

 

[antycbr]

Just an update on my efforts to try and sort this out as this may help someone else as I've seen the question asked before if travel insurance will cover the cost of revenue flights. I have activated cover through my NAB credit card.

I called Allianz (who are the insurer) and explained Qatar had cancelled my return flights and as there were no award flights available and neither Qantas nor Qatar have come to the party on organising alternative flights the consultant told me this would generally fall under "alternative transport".

It was a bit confusing but he said to assess this they would usually cost what the entire trip would have cost if it were cancelled (flights, accommodation, car hire, excursions etc) and this is then the maximum they would pay for me to purchase revenue flights for the cancelled segments. He said the complexity is you would usually be refunded points/cash component for any reward flights. He said they don't come across this situation that often but they would definitely assess the claim if I have to purchase revenue flights to replace the cancelled flights. He wouldn't comment on the likely outcome though.

To be honest I think the bigger hurdle is I would need written confirmation of the cancelation from either Qatar or Qantas and given how both have been a nightmare to deal with trying to get alternative flights what do you think my chances are of getting the cancelation in writing? The only evidence I have is that the booking fell off my bookings in the Qantas app and understandably the insurer will not accept this has evidence of the cancelation.

Can you look in the PNR with a tool that would provide more information such as CheckMyTrip?

 

[kangarooflyer88]

A concern I have with the OP purchasing the separate ticket to get them to CBR is what happens if their QR flight to MEL arrives late or worse is cancelled? This is why I keep insisting it is on QF to resolve this issue. They were the ones who issued the ticket and certainly QF has a couple of flights operating between MEL and CBR!

 

[MEL_Traveller]

A concern I have with the OP purchasing the separate ticket to get them to CBR is what happens if their QR flight to MEL arrives late or worse is cancelled? This is why I keep insisting it is on QF to resolve this issue. They were the ones who issued the ticket and certainly QF has a couple of flights operating between MEL and CBR!

Getting QF to resolve the issue could be more trouble than it’s worth. Even if the OP misses the CBR connection on a separate ticket, worst case scenario the could drive. Better to take that risk than losing the whole ticket?

 

[kangarooflyer88]

Getting QF to resolve the issue could be more trouble than it’s worth. Even if the OP misses the CBR connection on a separate ticket, worst case scenario the could drive. Better to take that risk than losing the whole ticket?

I guess. But I take it they could claim EU261 against the carrier since the flight originated out of the EU? In that case either buying a fully flexible ticket or even purchasing a walk up ticket at MEL when they arrive might be a more prudent thing to do.

 

[MEL_Traveller]

I guess. But I take it they could claim EU261 against the carrier since the flight originated out of the EU? In that case either buying a fully flexible ticket or even purchasing a walk up ticket at MEL when they arrive might be a more prudent thing to do.

Or just build in a comfortable connecting time. A walk up fare is likely to be high.

 

[charliebrown]

There were rewards seats available in both instances between CBR & MEL. Our itineraries when retrieved are now showing correctly the entire way FCO-CBR/CBR-LHR. We have been charged an additional 4000 points per person for one flight but nothing for the other and I have included in my complaint that I want these points refunded.

Still no tickets.

The best news is a wonderful user here sent me a private message with Andrew David's PA's email address, who sent me the following after I emailed her last night:


Hello [charliebrown]

Sorry to hear that you haven’t received your tickets.

I have sent this on to our customer team. Due to privacy reasons I can’t see their queue so can’t give you a time frame but please know they do have it.

Kind regards, [Angel from Heaven]


So maybe we are finally getting somewhere! Now to remain not further than a metre from my phone at all times