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

[huge.k]

You asked for 300 status credits in compensation? I am not surprised that was knocked back.

I wanted to anchor them high. I’m not expecting that much but as a rough calculation that’s equivalent to 50k points. Would much prefer the status than points at this stage.

Post automatically merged: Oct 25, 2023

Wow. Pay QF get JQ, and they easily know they can get away with it.

This is the most disappointing part of it all.

 

[RooFlyer]

Yes 300 SCs was a bit of an ask, but a measure of the grievance and issues caused.

@huge.k - that reply seemed personalised and as you say, prompt ( not what we are used to). If you can be bothered, you could go back and say that’s not really commensurate with your problems and 25,000 points would be appreciated. But it will depend if you can be bothered doing it as the chance is maybe 50-50.

 

[marki]

As the title says. Due to fly QF23 to Bangkok on 24 October. Checked-in online this morning and was sequence number 9 or something. Requested a points upgrade.
This evening I see my booking showing up as cancelled in the app. My colleagues on the same flight who are Bronze / not even QFF members didn't get bumped. I called up the international call centre - originally they told me that the flight was cancelled at that they'd rebooked me on Jetstar.
I called back again thinking something suss was going on and then they told me the flight was full and there was nothing they could do.
Questions:

1. How on earth did I get bumped as Gold and as a high sequence number? Is there any way I can get on that flight?
2. What can I ask for as compensation? Business upgrade on the return flight? Platinum status?

I really don't want to fly Jetstar.

Getting Bumped like this is very unpleasant.

 

[Lynda2475]

You would be entitled to the original routing SCs (which would be less than 300 on a Y fare) and the difference between the cash fares and maybe some apology points which it seems you got.

The situation sux no doubt, if you had not accepted the change and checked in for JQ you may have had more sway at the airport getting re-routed in QF. Can't see then gifting more SCs than J fare would earn.

 

[aikman]

if you had not accepted the change and checked in for JQ

Realistically what else could he have done? All I can think of is standing at the service desk at Melbourne Airport refusing to leave but staff might have just called security and cancelled the ticket altogether.

 

[astrosly]

I wanted to anchor them high. I’m not expecting that much but as a rough calculation that’s equivalent to 50k points. Would much prefer the status than points at this stage.

Post automatically merged: Oct 25, 2023

This is the most disappointing part of it all.

Such experiences are disappointing and resolution/compensation should be forthcoming especially when in control of the airline (number and type of aircraft to service their schedule certainly is) but it should also be reasonable. Too many times I've read people asking for so much more than what would be considered reasonable, such as the couple who got a misprinted Qantas card and wanted Lifetime Gold in compensation.

I gather you are 300 SCs off WP so that is what you want. Ultimately you flew on a different aircraft with a different team and inclusions and arrived only about 3 hours late. Is WP for the next 12-24 months reasonable compensation for that?

 

[Lynda2475]

Realistically what else could he have done? All I can think of is standing at the service desk at Melbourne Airport refusing to leave but staff might have just called security and cancelled the ticket altogether.

Looked up alternatives, gone to the airport ahead of his original flight and dealt with staff there. Once flights are under airport control they have more flexibility to rebook you.

Asking nicely for the staff to investigate alternatives will not result in security being called.

The outcome may still have ultimately been the same but by accepting the JQ flight in app and checking in, any possible alternative better routing gets taken off the table.

 

[VPS]

Got a rapid but unsatisfactory response from Qantas Customer Care. See below.

Dear Hugh,


Thank you for contacting Qantas Customer Care about your disrupted journey from Sydney to Bangkok on 24 October 2023.

While we do understand the impact that our schedule change had on your plans, flight changes are a regular occurrence in all airline operations. In the event of a significant time change, we will always offer to re-book you to the next available flight (or combination of flights) at no additional cost, or we can arrange a refund of your fare if you no longer wish to travel.

We know the importance of regular, clear announcements in situations like this, so I regret our airport team did not manage this as well as expected. We are committed to improving our -airport/onboard- communication when unforeseen issues occur and feedback about the way they are handled plays a vital role in developing this aspect of our service. We are grateful you let us know what happened

We sincerely regret this delay meant you missed your important welcome and introduction event caused by the canceled flight, in addition, it was concerning for us to hear about your experience with our staff in our Contact Centre. You should receive professional, courteous, and helpful service from all of our team and I am disappointed to learn about the attitude of the team member you encountered there.

I would like to assure you that your experience was not the service we strive to deliver. So that we can learn from your feedback, I have forwarded a copy of your experience to our Relevant Team. Your comments will be used to improve the performance of the staff concerned.

Furthermore, we regret not to accommodate the 300 status credits or the upgrade to business for your return trip from Singapore as an acknowledgment, Hence As a gesture of goodwill, I have credited 10,000 Qantas Points to your Frequent Flyer account. You can use the points towards flights, the purchase of food and wine through Qantas Wine, or a range of products from our online Qantas Store.

I understand this may not be the outcome you were hoping for and do apologise for the inconvenience caused.


Kind Regards,

Jane
Qantas Customer Care Team

My bolding. This is just BS -this is not an isolated occurrence when dealing with QF. If they strived to deliver they could train their staff appropriately and empower them to make decisions

 

[QF1]

If this ticket was paid for using a credit card, are there any options for a chargeback? Did not receive the product for which the payment was authorised?

 

[muppet]

If this ticket was paid for using a credit card, are there any options for a chargeback? Did not receive the product for which the payment was authorised?

This is the problem with issues on work travel, the chargeback goes to the employer and the inconvenience is borne by the employee.

 

[JohnK]

Disappointing would be an understatement.

Pay for Qantas and be sent off to Jetstar. Here is a comparison of airfares in February

JQ MEL-BKK return direct flights $930 without any seats, food, luggage

QF MEL-BKK via SYD is $1280 sale, $1460 saver and $2300 flexible

And Qantas staff think being put on JQ for 1 leg is only worth a piddly $70 in points? Wow. Just wow. Upgrade to business for the return leg would have been part of the way to decent compensation but in no way full compensation.

By the way the offer of a refund at last minute is absolutely stupid and demeaning. Like you will drop the trip at last minute.

We have 3 award seats for travel to BKK on Christmas Day. Hope we don't get shafted like this as JQ is not part of our plans.

 

[serfty]

The situation sux no doubt, if you had not accepted the change and checked in for JQ you may have had more sway at the airport getting re-routed in QF. Can't see then gifting more SCs than J fare would earn.

Realistically what else could he have done? All I can think of is standing at the service desk at Melbourne Airport refusing to leave but staff might have just called security and cancelled the ticket altogether.

Generally not being constrained by employer paying for travel, I would have been able to refuse to accept the change, pleasantly, politely and at the risk of not travelling.

I really don't want to fly Jetstar.

I agree.

I make bookings on Jetstar but none arriving/departing Australia.

 

[RichardMEL]

To those that say it does not matter arriving late as long as you get to destination. It does matter and is extremely important and can be costly

- we book connecting flights. With QF23 arriving around 4:00pm one would be safe to assume that we should make an 8:30pm-9:00pm domestic connection easily? With 3.5 hour delay that's very questionable and that's assuming that JQ is on time so now we're looking at hotel for the night and next days plans up in the air
- we book private taxis and 3.5 hour delay is very significant. We book through a 3rd party and may not be able to get in touch with allocated driver
- we book hire cars. With some hire car companies if you're late you forfeit your reservation. See if you can get an 8-10 day hire car at walk up rates to match the one booked months in advance. Also many offices close around 7:00pm and you need to sacrifice an arm and a leg to get them to come out and give you a hire car

There are already enough issues in travelling without having an airline adding to them. We can't leave a day either side of planned flights just in case. We can't book everything as flexible just in case.

Airlines need to understand and accept they cannot downgrade. I'd you're going to inconvenience someone then upgrade them and airline needs to be out of pocket not the customer.

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.

 

[Mattg]

Since the OP bought a commercial ticket, let's have a look for a moment at the difference in pricing between Jetstar and Qantas on this route.

I just searched a random date next year, here's the difference:






The difference is around $295 each way (assuming the OP booked a Sale fare - they may have been on a more expensive ticket). That doesn't account for the inconvenience of being involuntary bumped off a booked flight, delayed and put on an airline that the OP would never choose to book. Based on that, IMHO, an offer from Qantas of at least $500 cash compensation would be approximately fair.

10,000 points is not worth $500. Not even close.

 

[elanshin]

You would be entitled to the original routing SCs (which would be less than 300 on a Y fare) and the difference between the cash fares and maybe some apology points which it seems you got.

The funny part is depending on how they rebooked it (JQ Max bundle) vs how it was originally booked, it could be more SC on the new ticket.

 

[dajop]

Since the OP bought a commercial ticket, let's have a look for a moment at the difference in pricing between Jetstar and Qantas on this route.

I just searched a random date next year, here's the difference:

View attachment 351536

View attachment 351537


The difference is around $295 each way (assuming the OP booked a Sale fare - they may have been on a more expensive ticket). That doesn't account for the inconvenience of being involuntary bumped off a booked flight, delayed and put on an airline that the OP would never choose to book. Based on that, IMHO, an offer from Qantas of at least $500 cash compensation would be approximately fair.

10,000 points is not worth $500. Not even close.

To be fair though, if the OP was rebooked onto a maxbundle as one poster suggested from their experience, which is broadly comparable to the QF offer, except for no free flow beverages nor free IFE - 30kg luggage, 2x meals, free seating (including extra leg-room), economy points earn, the difference is less ... $952 return.l fir the bundle card $1183..

And the traveller would earn more pts/SCs on JQ than the QF fare you quoted, believe it or not (10,400pts/120 SCs on JQ vs 6,800 pts/80 SCs on QF, or for SG 18200pts vs 10700 pt).

 

[Daver6]

Would the OP be entitled to request and receive a rebooking on another full service carrier for the same day of departure? Ie, I booked full service, happy to be accommodated on another airline, but not a LCC.

 

[MEL_Traveller]

If this ticket was paid for using a credit card, are there any options for a chargeback? Did not receive the product for which the payment was authorised?

No option for chargeback. The OP accepted - and flew - the alternative.

 

[Viridis]

Would the OP be entitled to request and receive a rebooking on another full service carrier for the same day of departure? Ie, I booked full service, happy to be accommodated on another airline, but not a LCC.

That would certainly be my approach to the situation - as an, invariably, self funded traveller I wouldn’t be accepting a re-booking to a LCC.

 

[Mattg]

No option for chargeback. The OP accepted - and flew - the alternative.

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