No Meals or Drinks for QF Awards on JQ international

[Platy]

PS. here in CNS (and in DRW) I have come across many disaffected QF passengers from the UK who booked full service QF to DRW or CNS via SIN and since the QF 767 service has been discontinued have been unceremoniously Dumped onto the Jetstar Asia (with the word asia painted out!) A320 for the final leg(s) from SIN to DRW or onto CNS.

There were expecting full service QF with attendant comforts, seat pitch, entertainment, etc and to their great surprise ended up doing sardine impersonations.

Now even the domestic 2 class 737-800 CNS-DRW is being discontinued in favour of a 717 (no entertainment system) Qantaslink aircraft. This incredibly at a time when flights in and out of DRW were hard to get over the winter months and the north of the country is going through as mining boom.

More downgrading of service levels...more coughola from QF.

 

[dajop]

With all due respect, if you are on a QF codeshare from LAX to DFW (operated by AA)

Sure, and most people would not expect to get fed and watered on a QF codeshare on JQ from MEL to CNS.

But most JQi flights are just a tad longer than that, and not only do QF award pax not get fed and watered, they are also denied the opportunity afforded to JQ pax to pre purchase a meal.

 

[NM]

With all due respect, if you are on a QF codeshare from LAX to DFW (operated by AA) you do not get fed or watered, even though you are flying on a flight under the QF code. What is the difference here? (Apart from the fact that it is an award booking, whereas you don't get fed and watered at ALL on AA).

Dave

With all due respect, its not possible to book a QF FF award on an AA operated flight using the QF codeshare flight number. With the exception of LAN flights between SYD/AKL and SCL, JL flights between NRT and BNE, and JQ flights, all award flights must be on the flight number of the operating partner airline.

13.3.5 Award Flights are not available on Codeshare Flights unless otherwise specified by Qantas. Award Flights must be booked using the airline designator of the operating carrier unless otherwise specified by Qantas.

13.3.6 The following route and airline restrictions apply to Award Flight bookings:

...
Japan Airlines: Award Flight bookings are not available on the JL designator between Brisbane and Narita. Award Flights must be booked under a QF flight designator.
Jetstar Airways: Award Flight bookings on Jetstar Airways (ie, JQ) operated flights must be booked under a QF flight designator. Award Flights on Jetstar Asia operated flights (ie, 3K) must be booked under a 3K designator code and are not combinable with Qantas, oneworld Alliance Airlines or other Airline Partner itineraries.
LAN: Award Flight bookings are not available on the LA designator from Australia or New Zealand to Santiago. Award Flights must be booked under a QF flight designator.

So its only really an issue for JQ awards, as the AA award would be using the AA flight number and all economy passengers would be treated the same regardless of whether they were on paid or award AA or QF flight numbers.

 

[straitman]

NM, you are absolutely correct as always.

 

[serfty]

I do believe that once you have booked an award flight on a QF Jetstar codeshare, you can call Jetstar and pre-pay at the discounted rates for food, comfort pack, AVOD etc. with a credit card. You can also request seat preallocation at the same time.

... I am not saying it is right; indeed I think it is quite wrong and Qantas sould advertise this fact more. In regard to this flight, I was misled into believing I would earn points/SC's for this flight, but did not. As a result, that June flight will almost certainly turn out to be the last international flight I ever take down the back on a Jetstar Aircraft.

And I still do not agree with it. :evil:

 

[NM]

I do believe that once you have booked an award flight on a QF Jetstar codeshare, you can call Jetstar and pre-pay at the discounted rates for food, comfort pack, AVOD etc. with a credit card.

And how much is the credit card surcharge? Is it more than the cost diff if you buy on-board?

 

[Evan]

You also don't earn SC for a true QF award flight either though..... or do you ? i have only ever had upgrade awards but assume no SC earn on an award flight ?
E

 

[NM]

You also don't earn SC for a true QF award flight either though..... or do you ? i have only ever had upgrade awards but assume no SC earn on an award flight ?
E

No SCs or FF points earned on award flights.

 

[serfty]

And how much is the credit card surcharge? Is it more than the cost diff if you buy on-board?

I don't believe a additional CC surcharge gets imposed when doing this.

It's the same if you do not pre-order/pay for these things at the time of booking online with JQ.com; you can call JQ to do this at a later time (but before the flight).

 

[NM]

I don't believe a additional CC surcharge gets imposed when doing this.

Gee, what is the world coming to when a LCC does not impose a surcharge when it could :shock: . Perhaps the world is flat after all.

 

[straitman]

Gee, what is the world coming to when a LCC does not impose a surcharge when it could :shock: . Perhaps the world is flat after all.

Let's drop the point before JQ notices what they're missing out on :!:

 

[Mal]

I've noticed Qantas has updated part of the Award booking process to attempt to make this clear (or at least shirk away from any responsibility for their decision )

"On International Economy Award flights operated by Jetstar, food, beverages, amenity kits (blanket, neck support, eyeshade and socks) and Video On Demand units are not included. These items may be purchased inflight. Alternatively, you may pre-purchase these items by calling Jetstar Telephone Reservations on 13 15 38 and quote your Qantas booking reference number. StarClass passengers are provided these items as part of the StarClass service."

(This is on the "Review your flights"/"I accept the conditions" page).

 

[kit]

Recently flew on a QF award ticket with a QF flight number between Sydney and Osaka (code-share operated by Jetstar), and despite phoning beforehand to check with QF telephone sales and referring to this website I still ended up having to pay for meals and drinks.

The crew told me to complain to QF and that i was 'only on an award ticket anyway'.

When booking the award flight I was not advised that there would be no meals/drinks and neither was there an option to pre-pay, hence I assumed I would just get them like any paid QF-ticketed passenger on JQi.

An e-mail to QF resulted in a standard response saying I wasn't entitled to it and I should have called Jetstar beforehand to pay for the meal.

I still strongly believe this is all bull**** as there is no mention anywhere in the QF FFP terms/conditions or my E-Ticket itinerary terms/conditions that the service should be any different to that of any other QF flight.

I guess that's what you expect with QF/JQ.

Hi..
this is my first post; I found this forum through a search after I experienced exactly the same thing.

I flew Sydney - Osaka on QFF points. I got a QF flight number but when checking in found out it was a JQ flight.. it was only after getting on board I was informed I was not entitled to meals and entertainment.
Complaining to the customer service manager, I was given an A4 page with the information mentioned earlier in this thread.

I rang to complain to Qantas, and the lady told me that it is clearly stated in the terms and conditions.

The way I see it, even though its clearly stated, its really not fair, and its also inconsistant for Qantas to do things this way.

I have interpreted the terms this way:
If you book a flight with QFF Points, you may be put onto a codeshare carrier. If the codeshare carrier is Jetstar, you won't get meals and entertainment. But if you don't get put on a codeshare carrier, you will get meals and entertainment.

Its not fair nor consistant is it?
In fact, even if you were a paying customer, you don't get entertainment on a Jetstar codeshare flight!

Its like booking catering for your wedding; if the caterer finds that lobster is too expensive, they'll buy and serve you prawns instead. But you actually booked and paid for lobster!
By the time you find out you have been moved to a codeshare flight, you're committed and will have to go through with the transaction.

Has anyone gotten anywhere by complaining to Qantas?

Chris

 

[Dave Noble]

When making a booking for a flight, the service provided on the flight will be dependant on the airline actually providing the service. Book using a QF codeshare on an AA domestic flight in economy, then no meals etc will be provided for free since AA does not provide them; the same situation applies with Jetstar

When making bookings, the flights are shown as being codeshares before paying so are not committed before finding it is one

Dave

 

[harvyk]

Actually the only thing they have actually sold to you is that they will get you from point A to point B.

Food \ entertainment \ blankets etc are things which airlines offer as a "free" add-on service (to keep your custom)... They are under no obligation to provide those services, as they are not technically what you have paid for.

This is how they can do things such as flights without catering or entertainment and you have no comeback or recourse.

Sadly it means that by your analogy, you've paid the caterer to both show up, and bring food. It's just the food to be brought has never been specified.

 

[kit]

When making bookings, the flights are shown as being codeshares before paying so are not committed before finding it is one

Dave

Hi Dave,

I don't understand what you mean by this last bit you posted.

From a customer's point of view, if someone pays for a product they should get what they paid for, or a suitable replacement be given.

My gripe here is the inconsistancy and lack of transparency.

If I had known from the outset I would be put on a JQ flight, without meals, entertainment, blanket. I simply would not have wasted 144,000 points + $480 in taxes (for 2) on the flight.

 

[kit]

Actually the only thing they have actually sold to you is that they will get you from point A to point B.

Food \ entertainment \ blankets etc are things which airlines offer as a "free" add-on service (to keep your custom)... They are under no obligation to provide those services, as they are not technically what you have paid for.

This is how they can do things such as flights without catering or entertainment and you have no comeback or recourse.

Sadly it means that by your analogy, you've paid the caterer to both show up, and bring food. It's just the food to be brought has never been specified.

Well that seems to make sense.

although by paying for a more expensive service and getting free add on's then you really have paid for it anyway!

 

[Dave Noble]

Hi Dave,

I don't understand what you mean by this last bit you posted.

When making a booking, the site does indicate when it shows the flight selection that it is a codeshare flight. It is quite possible at that point to decline to confirm the booking if not wanting to travel on the airline that will actually operate the service

From a customer's point of view, if someone pays for a product they should get what they paid for, or a suitable replacement be given.

They do get what they paid for; what they get is transportation in the class paid between the points specified. Different airlines offer different levels of service ( e.g. some airlines offer AVOD and some don't, some will give duvets in business some don't; some offer meals on flights , some don't) The points costs do not differentiate based on what inflight services are offerend

If I had known from the outset I would be put on a JQ flight, without meals, entertainment, blanket. I simply would not have wasted 144,000 points + $480 in taxes (for 2) on the flight.

You would have been informed that it was a jetstar flight before committing to the purchase

When in the booking tool in the flight number column, there is a star symbol next to flights operated by jetstar and at the foot of the page the key shows that the star symbol indicates a flight operated by Jetstar

After selecting the flight and continuing, on the review page it again indicates it is a jetstar flight and also states

Food, beverages and entertainment are not included on Jetstar services unless you book international StarClass. Items may be purchased inflight if available, and pre-purchased on international flights (excluding New Zealand). On Jetstar international services, amenity kits (blanket, neck support, eyeshades and socks) may also be purchased.

It seems to me that they do make it reasonably clear that it is a JQ flight and that extras will need to be paid for

Dave

 

[harvyk]

My gripe here is the inconsistancy and lack of transparency.

But this describes FF points perfectly... They hold no real value in terms of a direct money equivelent.

That is perfectly shown by having both classic and any seat awards... Purchase flights in classic awards and your points will get you much further than an anyseat award.

Upgrades are another area which shows how fluid the value of FF points is. Someone who purchase their seat for $400 may need to pay 16000 points to get a J seat, and yet a person who has paid $800 will still need to pay 16000 to get the exact same upgrade, even though they paid an extra $400 in the inital seat purchase.

 

[kit]

When making a booking, the site does indicate when it shows the flight selection that it is a codeshare flight. It is quite possible at that point to decline to confirm the booking if not wanting to travel on the airline that will actually operate the service

Actually no.. as a customer, how am I to know that a particular flight code is codeshare or not?
Infact, when I booked the flight departing sydney it was QF247 or something.. I have no idea that 247 would indicate a codeshare flight.. infact 247 wasn't even displayed on the board when I got to sydney airport, I had to enquire at the desk and then I was told to join the line for the JQ19/QF243 flight.

You would have been informed that it was a jetstar flight before committing to the purchase

When in the booking tool in the flight number column, there is a star symbol next to flights operated by jetstar and at the foot of the page the key shows that the star symbol indicates a flight operated by Jetstar

It seems to me that they do make it reasonably clear that it is a JQ flight and that extras will need to be paid for

Dave

Actually in my case this is incorrect too.
I was looking at the booking earlier today as I was on the phone with Qantas. Next to my flight was a red triangle, indicated it was operated by Qantas.
I had no reason to believe that my flight was going to be a JQ one.