Gold status, got bumped from flight to Bangkok. Colleagues who are Bronze status / not even QFF members are still on flight.

[MEL_Traveller]

At what point did the OP "accept" the alternative?

My bad, I thought I read the OP had accepted a change.

But regardless, by boarding the flight they accepted the alternative. You can’t fly *and* claim you didn’t receive the product or service.

Compensation might be due, but not sure how that’s a matter for a chargeback.

 

[dajop]

I know there's a lot of psychological pull towards QF. If I was an A380 and put onto JQ I'd be p@@ed. f I was supposed to travel on QF A330 with the whole bus transfer at SYD and put on JQ direct instead with the max bundle (preferably though arriving at same time) ..... yeh it could work. Lipstick on a pig vs the pig.

I say this having spent semi-commuting SIN/MEL/SIN for 15 years on EK, SQ, QF, JQ and TR. This year has featured several JQ 787 rides so I have experienced them. Travelling solo on a JQ 787 bothers me no more than travelling solo on a QF A330 does

 

[RooFlyer]

At what point did the OP "accept" the alternative?

OP checked in for the JQ flight.

At that at that point I think regrettably and unknowingly he diminished his rights under an involuntary change. flying for a work function you’d be under a lot of pressure just to except what was put in front of you and get to the destination.

 

[kangarooflyer88]

As others have pointed out, I think at a minimum OP would be owed the difference in fare between booking the QF fare versus the JQ fare at the time of booking along with some points as a gesture of goodwill, and the greater of the points/status credits earned flying the revised itinerary or the points/status credits earned flying the original itinerary. Asking for additional SCs is always a risky game to play since it's difficult to determine how much Qantas values each status credit. Anything more than 100 would be out of the question on account that Qantas has never offered that many status credits to regular customers as a gesture of goodwill (IIRC 75 status credits was the most QF has ever offered the general public for their stuff ups and that was if you took 10 flights with them). As for the business class upgrade, it's worth a shot, but unlikely to be given especially if you are already asking for 300 status credits. I hate to burst your bubble, and I know this is going to sound insensitive but Qantas, frankly, DGAF about you. Yes you earned Gold status, but you know what? So have tons of others. Heck if I flew a little bit more I could even gift you Gold status with QF as a loyalty bonus for earning 2400 status credits. Even Platinum members, I would argue they only marginally care about. Don't believe me? Consider things like getting customer service or complimentary seat selection - that's only consistently offered to Platinum 1s and members of the Chairman's Lounge.

Whether 10,000 status credits is adequate is really a judgement call. If you want you can push back and ask for more. If you aren't satisfied you could reach out to the Airline Customer Advocate or ACCC and maybe could get some relief here. What I will tell you is that you have choices. If you don't like Qantas, don't fly them. Take your status and match it with United or another carrier who you think will treat you better, try them out. You know, back in 2019 my heart was broken by United Airlines. Here I was consistently earning Premier Gold status by flying 50,000 miles with them and partners. Then they go around and change it so it's based entirely on spending. To say I was livid was to put it mildly. That is what spurred me to status match to Qantas and I've never looked back.

-RooFlyer88

 

[Lynda2475]

complimentary seat selection - that's only consistently offered to Platinum 1s and members of the Chairman's Lounge.

This is incorrect. Qantas offer free seat selection to everyone who books directly with Qantas for QF metal flights irrespective of status. Sure P1/CL get greater choice than WP > SG > PS > NB and exit rows may a have a fee but none pay for general seat selection on QF booked flights on QF metal.

Seat selection on QF for tickets purchased from a partner or consolidator then depends on OW status.

When it comes to partner flights whether seat selection is free is determined by that partners policy, but IME is free for SG and above.

 

[Ade]

Qantas offer free seat selection to everyone who books directly with Qantas for QF metal flights irrespective of status.

I think only SG and above get free seat selection. Others pay $21 or $41 something for Y seats. One of my mates (no status with QF) bought international Y ticket on QF67 and when he tried seat selection he was asked to pay. This was a 4 weeks back. Something changed ? Happy to be corrected.

 

[serfty]

I think only SG and above get free seat selection. Others pay $21 or $41 something for Y seats. One of my mates (no status with QF) bought international Y ticket on QF67 and when he tried seat selection he was asked to pay. This was a 4 weeks back. Something changed ? Happy to be corrected.

Here is the correction. Qantas Frequent Flyers irrespective of status should be able to select from (often very) limited "available" seats on Qantas services.

 

[elanshin]

I think only SG and above get free seat selection. Others pay $21 or $41 something for Y seats. One of my mates (no status with QF) bought international Y ticket on QF67 and when he tried seat selection he was asked to pay. This was a 4 weeks back. Something changed ? Happy to be corrected.

Off topic but seat selection is complimentary if you booked on QF website. The issue is that not all seats are open and the best seats tend to be blocked off for higher status elites. (Row 4 on b737 for example).

 

[Lynda2475]

 

[kangarooflyer88]

This is incorrect. Qantas offer free seat selection to everyone who books directly with Qantas for QF metal flights irrespective of status. Sure P1/CL get greater choice than WP > SG > PS > NB and exit rows may a have a fee but none pay for general seat selection on QF booked flights on QF metal.

You are correct that yes, everyone can select some of the seats on the flight free of charge. However, the good seats (i.e. bulkheads) are blocked off for P1s/CLs, or are priced very high. Sure there's the T80 rule and some workarounds, but the point is still the same. QF reserves some perks for their best elites whereas other airlines would gladly hand over said perks for mere Golds (United comes to my mind here).

Anyway that is completely beside the point, which was that just because you are Gold doesn't mean you should expect to get good customer service or much in terms of priority. Over the past several months we have heard such stories as Platinum members being bumped down from J to Y after boarding. Theoretically as a QF Gold should ensure you never get bumped from a flight with QF or a OneWorld airline since you are already several rungs above most people on that flight (i.e. no status, Lifetime Bronze and OneWorld Ruby members). That's one of the reasons why people seek status is they have that safety net such that if their flight goes IRROP the airline will look after them. If there is overbooking, they bump of passengers who have no status. I would certainly hope that Qantas does not randomly choose who gets bumped from a flight but actually has a system for determining who to bump. Such a system could incorporate things like frequent flyer status, then fare class and other such factors.

But I think this story also highlights the need for there being rigorous consumer protections to ensure that passengers are taken care of. It is not the passenger's fault that they were bumped, and by definition all of this is within control of the airline. If they sold too many seats, maybe they should keep back track of things. If they swapped aircraft, well aircraft maintenance and safety is certainly within the control of the airline, indeed it is one of the thing Qantas prides itself on (its impeccable safety record) and so they would obviously have some contingencies in place should that happen (i.e. backup aircraft or extra frame to ferry the passengers over)

-RooFlyer88

 

[JohnK]

All valid points but booking separate flights is something QF is not going to care about are they and that's on the pax who does that. What if the original flight is delayed 4 hours? In the same situation really, and that's the risk we all take with booking such things.

Same with hire cars or private taxis or whatever... now sure, I don't know the deal is with BKK and flexibility of such things, but I would have thought, in a situation like the OP's with some advance notice, to notify the company of the flight change. I'm sure at BKK last minute changes and delays are hardly out of the ordinary.

Fair enough. This wasn't so much of an issue 3-4 years ago. I used to book lots of tight connections without issue. Seems like airlines like to use the excuse now of consolidating flights or downgrading aircraft when not enough and do not offer the same alternatives as 3-4 years ago.

Air travel is not a precise art (and I do get there will be the occasional issues from time to time) but you can't expect people to leave a day free either side of travel in case there are issues.

 

[RooFlyer]

That's one of the reasons why people seek status is they have that safety net such that if their flight goes IRROP the airline will look after them.

People should know by now that having Platinum status on certain airlines is no guarantee that you won’t be treated just like any other punter. P1 is the new platinum, Platinum the new gold or silver and I'll be stuffed if I'm going to throw that much money at an airline just to get the types of ( inconsistently delivered) perks that we see in the P1 thread.

And to get to P1, you have to fly a lot on a comparatively mediocre international airline. I know that there will be rolled eyes at that comment, but those who just stick loyally to Qantas, expensive flight in, expensive flight out, just never know what they’re missing out on. Just aerial lemmings really.

I used to be a 'Roo Flyer' for work and leisure to Europe and Nth America. Would have eadily have achieved P1 for about 5 years if it existed back then. Then, sick of saggy skybeds, 'oh, are you are bothering me again?' type crew attitudes and 'cafe breakfast' type menu horrors, I switched mainly to SQ going to Asia and Europe, AC going to Nth America and LAN going east.. When SQ got it's terrible 'sleep bent like a S' J beds, they were done with, except for the occasional Suite trip. Then I discovered QR and QSuites. A Damascene experience. But I only have silver status with them because I don't feel compelled to fly them all the time.

Take status if it comes your way - better than nothing usually, but to chase it, and to do status runs to achieve it is mugs game, I think.

 

[Happy Dude]

just because you are Gold doesn't mean you should expect to get good customer service or much in terms of priority.

Why the hell not?? It is a perfectly reasonable expectation. I'd be well pi$$ed off as a gold knowing that a NB got a better outcome than me in IRROPS. It's why we're even here - both this particular conversation and website in general.

Simply put, loyalty breeds rewards. When we're not afforded those rewards, which includes the associated preferential treatment, that we've been convinced by the airlines to strive for, ie when the airline doesn't deliver on that expectation they've created, they've some explaining to do.

 

[MEL_Traveller]

You are correct that yes, everyone can select some of the seats on the flight free of charge. However, the good seats (i.e. bulkheads) are blocked off for P1s/CLs, or are priced very high. Sure there's the T80 rule and some workarounds, but the point is still the same. QF reserves some perks for their best elites whereas other airlines would gladly hand over said perks for mere Golds (United comes to my mind here).

Anyway that is completely beside the point, which was that just because you are Gold doesn't mean you should expect to get good customer service or much in terms of priority. Over the past several months we have heard such stories as Platinum members being bumped down from J to Y after boarding. Theoretically as a QF Gold should ensure you never get bumped from a flight with QF or a OneWorld airline since you are already several rungs above most people on that flight (i.e. no status, Lifetime Bronze and OneWorld Ruby members). That's one of the reasons why people seek status is they have that safety net such that if their flight goes IRROP the airline will look after them. If there is overbooking, they bump of passengers who have no status. I would certainly hope that Qantas does not randomly choose who gets bumped from a flight but actually has a system for determining who to bump. Such a system could incorporate things like frequent flyer status, then fare class and other such factors.

But I think this story also highlights the need for there being rigorous consumer protections to ensure that passengers are taken care of. It is not the passenger's fault that they were bumped, and by definition all of this is within control of the airline. If they sold too many seats, maybe they should keep back track of things. If they swapped aircraft, well aircraft maintenance and safety is certainly within the control of the airline, indeed it is one of the thing Qantas prides itself on (its impeccable safety record) and so they would obviously have some contingencies in place should that happen (i.e. backup aircraft or extra frame to ferry the passengers over)

-RooFlyer88

Even with consumer protection similar to that of the European Union this aircraft swap and the subsequent rerouting probably wouldn't have triggered compensation.

The thing about European Union compensation however is that it doesn't matter whether you are gold or platinum, everyone including those without status are entitled to the same protections or get properly compensated. Status becomes much less of an issue if you can make alternative arrangements on your own.

 

[kangarooflyer88]

Why the hell not?? It is a perfectly reasonable expectation. I'd be well pi$$ed off as a gold knowing that a NB got a better outcome than me in IRROPS. It's why we're even here - both this particular conversation and website in general.

You may be right here I am just telling it so far as how I understand it. Don’t shoot the messenger!

What I will say having been elite on other airlines and alliances is they do take care of you in IRROPS. Often as a United Premier Gold I didn’t have to lift a finger when my flight got cancelled. Heck even as a Gold Medallion I missed my connecting flight to ZRH earlier this year with KLM as I was too preoccupied with the work I was doing in the lounge. Nevertheless it was no cost for me to be put on the next available flight (and enjoy more time at the KLM lounge)

 

[Viridis]

Why the hell not?? It is a perfectly reasonable expectation. I'd be well pi$$ed off as a gold knowing that a NB got a better outcome than me in IRROPS. It's why we're even here - both this particular conversation and website in general.

I hate to go all socialist but, really, everyone - irrespective of where they sit - should be entitled to good, if not excellent, customer service. Full stop

Everyone should be treated respectfully and dealt with fairly. It’s not a big ask and pretty basic stuff in a ‘service industry’.

As for offloads, the Company needs a consistent, easily accessible and understood, policy but it should be mitigated by families and groups staying together, or those having significant connections at destination, before pandering to those with status

Everyone should have easy access to Customer Service staff to resolve problems quickly

Loyalty status should entitle the holder to what is usually referred to as ‘perks’.

There’s certainly room for nuance but I’m not sure that status should automatically trample on the consumer rights of others

People should know by now that having Platinum status on certain airlines is no guarantee that you won’t be treated just like any other punter. P1 is the new platinum, Platinum the new gold or silver and I'll be stuffed if I'm going to throw that much money at an airline just to get the types of ( inconsistently delivered) perks that we see in the P1 thread.

If everyone is ‘Platinum’ then nobody is ‘Platinum’ to paraphrase a line from a kids’ film

Take status if it comes your way - better than nothing usually, but to chase it, and to do status runs to achieve it is mugs game, I think.

Completely agree. I had BA Gold (OWE) for years and I still struggle to identify the benefits of that status. Flying First or Business it offered nothing more than free seat selection in J. Hardly worth chasing ……

 

[Viridis]

Then I discovered QR and QSuites. A Damascene experience.

A geographically appropriate reference

 

[aikman]

If this had happened to me I would be angry but I think in the end the golden handcuffs will do it's job and my loyalty to QFF will remain. I know I am part of the problem but I think most people will do the same.

And so the injustice will continue.

 

[RichardMEL]

10,000 status credits

Instant P1 and 70%* of the way to Lifetime World Gold?! Yippee!!

(* technically 71.4% )

 

[Danger]

You may be right here I am just telling it so far as how I understand it. Don’t shoot the messenger!

...

Here you're misunderstanding metaphors. In this situation, as far as the "Don't shoot the messenger" metaphor is concerned, you're not the messenger and you've highlighted that by saying you're "telling it so far as how I understand it". That's not the role fulfilled by the messenger in the metaphor.