Oneworld Classic Flight Reward Discussion - The Definitive Thread

[MelbFlyer]

I am NB and have added flights to existing awards many times, always before commencing travel on the first sector. I have had difficulties with getting bookings priced and ticketed but not with getting extra flights added. I do wonder whether part of the problem is the way people ask, making the request seem more complicated than it really is.

What would you recommend as the most ideal way to change / add flights to an existing rewards (OWA or not) booking?

Surely just asking to add / change flights is enough rather than having to use specific wording?

Ie. If you have a seat in economy on QF on your existing booking and then notice a business reward seat, you can just say that you'd like to change the economy seat to a business seat?

 

[elanshin]

What would you recommend as the most ideal way to change / add flights to an existing rewards (OWA or not) booking?

Surely just asking to add / change flights is enough rather than having to use specific wording?

Ie. If you have a seat in economy on QF on your existing booking and then notice a business reward seat, you can just say that you'd like to change the economy seat to a business seat?

The problem isn't the requesting part, its getting them ticketed. In my situation getting my flights added took 1 call and 20mins (adding 7 flights). Getting it ticketed was 6 calls (each over 30mins long) before i got the right email who then forwarded onto the correct hobart team before getting back to me.

 

[DC3]

The problem isn't the requesting part ..

Although plenty of reports upthread about this, perhaps contrary to your successful experience

 

[MelbFlyer]

The problem isn't the requesting part, its getting them ticketed. In my situation getting my flights added took 1 call and 20mins (adding 7 flights). Getting it ticketed was 6 calls (each over 30mins long) before i got the right email who then forwarded onto the correct hobart team before getting back to me.

You're lucky - most of us can't even get a consultant who can :

1. See the award flights (hardest step it seems) and then;
2. Add them to your existing itinerary

Just to complete #1, I had to go through at least 15-20 consultants minimum before I was able to get through to one who was "suddenly" able to see the award seats I was looking at online.

From there, once the taxes were paid I then re-called back 1hr later (if not yet re-ticketed) to get it re-ticketed / emailed the [email protected] team.

 

[DC3]

You're lucky - most of us can't even get a consultant who can :

1. See the award flights (hardest step it seems) and then;
2. Add them to your existing itinerary

Just to complete #1, I had to go through at least 15-20 consultants minimum …

Well, that sounds more like it

 

[itsjackson]

It's not possible to add a leg after commencing, but you can change the date. Why not book a date in advance and then try and change closer to the date when last minute award seats might pop up?

You can also post your itinerary here and see if we can provide some advice.

Thanks heaps all for the replies! Looks like I have a week to sort something out then oops.

This is my current itinerary:
25/12/23: SYD-JFK - booked QF
27/1/24: LHR-HND - booked JL
28/1/24: HND-HKG - not booked, trying to have added with JL
28/1/24: HKG-SIN - booked CX
29/1/24: SIN-SYD - booked BA

I know it's a bit of a trek to get back to Syd this way, but it was the only itinerary that I had found for those dates and I wanted to do one last First lounge run before my status drops.

The connection is pretty tight from HND-HKG so I can only fly JL29 on 28/1/24, I have considered moving some flights around and skipping HKG, but I'm worried it might make it more complicated.

I can see there is availability for JL29 on the 29/1/24, I'm wondering if I should book that for now and when a seat comes available for 28/1/24, change the date later. The problem with this is that it would be out of sequence, and would the ground sectors break the OWA rules?

 

[Mr H]

Thanks heaps all for the replies! Looks like I have a week to sort something out then oops.

This is my current itinerary:
25/12/23: SYD-JFK - booked QF
….

Given the risk of the booking being unticketed I would be trying to sort this sooner rather than later.

 

[Captain Halliday]

Thanks heaps all for the replies! Looks like I have a week to sort something out then oops.

This is my current itinerary:
25/12/23: SYD-JFK - booked QF
27/1/24: LHR-HND - booked JL
28/1/24: HND-HKG - not booked, trying to have added with JL
28/1/24: HKG-SIN - booked CX
29/1/24: SIN-SYD - booked BA

I know it's a bit of a trek to get back to Syd this way, but it was the only itinerary that I had found for those dates and I wanted to do one last First lounge run before my status drops.

The connection is pretty tight from HND-HKG so I can only fly JL29 on 28/1/24, I have considered moving some flights around and skipping HKG, but I'm worried it might make it more complicated.

I can see there is availability for JL29 on the 29/1/24, I'm wondering if I should book that for now and when a seat comes available for 28/1/24, change the date later. The problem with this is that it would be out of sequence, and would the ground sectors break the OWA rules?

As @Mr H has suggested, I’d try to look this down quickly.

If a QF agent can add JL29, do it.

But I have a hunch that the JL flight you’re trying to add might be a divorced segment (the opposite of married segment).

In other words: JL is prepared to offer award seats on LHR-HND (which you have) and HND-HKG (which you can see), but not LHRxHND-HKG.

Makes no sense at face value, but that’s the dark arts of yield management.

So add it if you can, but you might need a plan B.

 

[dizz]

Currently 1 leg into a 5 flight OWA booked through Qantas and hit a snag.

Was emailed a little while ago by BA saying that our SFO-LHR tomorrow has been cancelled ("crewing constraints"). Offered alternatives via LAX or DUB, but keen to minimize transfers with a toddler.. After an hour on the phone, the best I could get was a flight with VA 26 hours later.
Predictably, he had significant trouble reticketing and (as of an hour after the call) I'm still without a confirmation email of any kind (he said reticketing would be 12-14 hours). Any form of reticketing makes me anxious (remaining flights are with BA, JL and QF)
Anyone got experience or understanding of whether we've screwed something up adding a non-oneworld airline to the itinerary. He mentioned something about it entering the itinerary as a substitute (perhaps a synonym for that, bit of a blur - just passed midnight here)...
(Also, I'm assuming all my dealings at this point need to be with BA - please correct me if I'm wrong).

Secondary question that may be for a different thread: I was given zero assistance in the Duty of Care space. I raised the issue of compensation and alternative arrangements for hotels etc, but all I got from the guy was 'that's not my department, I don't know, fill out the webform to submit a claim'. When I questioned further he said there was no number I could call to talk to someone or question further, just the webform. Does that seem right? Should I arrange it myself and seek reimbursement later or call back and push? (Would have called the genetic line, but the US number doesn't open for another 4 hrs...)

 

[RichardMEL]

I assume you mean VS (Virgin Atlantic) for the substitute flight?

given this is a carrier created issue during travel I don't think having the substitute leg in SHOULD cause a problem (in theory). I'm glad whoever you spoke with (QF? BA?) was able to get you on a direct flight with VS (I'm assuming from cobtext) even if it is the next day.

hoping ticketing gets sorted out ASAP.

 

[DC3]

Currently 1 leg into a 5 flight OWA booked through Qantas and hit a snag.

Was emailed a little while ago by BA saying that our SFO-LHR tomorrow has been cancelled ("crewing constraints"). Offered alternatives …

The next carrier (I.e., BA) will move you onwards. IME it won’t affect the OWA rules (miles, stops, transits, mileage, etc).

My travel insurance has covered meals, accommodation, etc, as a result of delays.

 

[MEL_Traveller]

Currently 1 leg into a 5 flight OWA booked through Qantas and hit a snag.

Was emailed a little while ago by BA saying that our SFO-LHR tomorrow has been cancelled ("crewing constraints"). Offered alternatives via LAX or DUB, but keen to minimize transfers with a toddler.. After an hour on the phone, the best I could get was a flight with VA 26 hours later.
Predictably, he had significant trouble reticketing and (as of an hour after the call) I'm still without a confirmation email of any kind (he said reticketing would be 12-14 hours). Any form of reticketing makes me anxious (remaining flights are with BA, JL and QF)
Anyone got experience or understanding of whether we've screwed something up adding a non-oneworld airline to the itinerary. He mentioned something about it entering the itinerary as a substitute (perhaps a synonym for that, bit of a blur - just passed midnight here)...
(Also, I'm assuming all my dealings at this point need to be with BA - please correct me if I'm wrong).

Secondary question that may be for a different thread: I was given zero assistance in the Duty of Care space. I raised the issue of compensation and alternative arrangements for hotels etc, but all I got from the guy was 'that's not my department, I don't know, fill out the webform to submit a claim'. When I questioned further he said there was no number I could call to talk to someone or question further, just the webform. Does that seem right? Should I arrange it myself and seek reimbursement later or call back and push? (Would have called the genetic line, but the US number doesn't open for another 4 hrs...)

The first part could present some issues and requires the remainder of the ticket to be correctly processed.

What you need to do once you complete your Virgin flight is to get back in contact with Qantas as soon as possible to confirm the remainder of your ticket is in tact. What you don’t want is a ‘no show’ which auto cancels the rest of the ticket.

As for compensation, it may depend on the alternative offered by the Airline, and the departure of that alternative flight. Assistance - duty of care - covers you for an extra night at a hotel, and meals as applicable. However, if you voluntarily chose another flight, you may not be entitled to that assistance. A toddler may not be reason enough on its own to need a non-stop flight vs a connection. You’d might need to research that one.

As DC3 mentions, you may be able to claim on your travel insurance, although they too may ask if you received assistance form the airline, and why the airline did not provide it.

 

[SydneySwan]

Doesn’t UK261 apply regarding compensation?

 

[Captain Halliday]

And keep good notes and documentation just in case.

Date and time of calls, name of person you spoke with and key details etc.

As others have said it *shouldn’t* be an issue but a good paper trail always helps if it comes unstuck.

 

[MEL_Traveller]

Doesn’t UK261 apply regarding compensation?

It may, depending on the alternative routing offered, and the time that was going to get in. Not sure what the score is if the original reroute was going to get in more tha. four hours late, but the passenger has voluntarily taken a flight which will get in later.

 

[itsjackson]

If a QF agent can add JL29, do it.

But I have a hunch that the JL flight you’re trying to add might be a divorced segment (the opposite of married segment).

In other words: JL is prepared to offer award seats on LHR-HND (which you have) and HND-HKG (which you can see), but not LHRxHND-HKG.

The QF agent wasn't able to add it and the flight's no longer available now, looks like it could've been a divorced segment. I think I'll have to figure out another way soon.

It's not possible to add a leg after commencing, but you can change the date. Why not book a date in advance and then try and change closer to the date when last minute award seats might pop up?

If I do book a flight with a different date, but my desired date does not become available last minute, do I lose the points I've used on it, or can I cancel that sector and get a refund?
I fear that if I book a flight and my desired date doesn't appear later, I will lose my points based on these terms on their website.

14.9.2 Classic Flight Reward tickets issued for travel on Qantas, oneworld Member Airlines or Airline Partners (including Jetstar Airlines) may be submitted for refund and re-credit prior to commencement of travel. Where applicable, only Qantas Points that would not have expired will be re-credited. A Cancellation Refund Fee (see the Fee Schedule) will apply.

I'm not sure how everyone is able to work around all these rules, it's proving a lot harder than I initially thought it would be (not that I thought it would be easy at all). I have a newfound respect for those of you able to navigate the rules and get it to work!

 

[dizz]

@RichardMEL - yes, VS - thanks!

@DC3 - cheers! Hoping the airline come through, but yes, travel insurance should hopefully be a good backup. Suspect I'm in for a couple of months of email trails being bounced between the two though

@MEL_Traveller. Thanks for all that info! And I wouldn't have even thought to call Qantas and check on that one, so thanks!
First flight offered would have got us to LHR 23 hours after the original. It involved a 94 minute connection at LAX between domestic and international which I didn't love the prospect of.

@CaptainHalliday yes, my note document is very quickly filling up. Having it digital is probably safer, but going through this has made me lament the disappearance of notepads and pens from hotel rooms. Seems to be getting rarer.

Still no eTicket when I woke up.
Calling again this morning yielded a slightly more helpful agent who said the ticketing should have been done within the hour and the other guy was wrong, but she couldn't do it either and promised a call back in half and hour (40 mins ago).
Other thing of concern was that, though the VS flight appeared in the Qantas app, it listed my wife and I in the same seat :s Agent confirmed there were three tickets for the seats, but still a bit odd. She suggested I call VS once ticketed.
Just checked RJ MMB and there's two eTicket numbers listed against each passenger (one from the last Qantas update in Sep, one from BA today). Breathing a little easier, but still waiting for this call back...

 

[Phoenix-1]

If I do book a flight with a different date, but my desired date does not become available last minute, do I lose the points I've used on it, or can I cancel that sector and get a refund?
I fear that if I book a flight and my desired date doesn't appear later, I will lose my points based on these terms on their website.

You will keep the points, but in your case I don't think it's possible as you only have one option for your date!

Have you looked at alternative ways back from LHR?

 

[dizz]

An update from me to say thanks again for all the help!
Currently sitting in the SFO Virgin Clubhouse with champagne and wings. Far less stressed than we were 48 hours ago!! (The second person I spoke to did get things moving, but needed another call to the call centre to find out all the confirmations were going to my wife's email :/ )

Probably not a super common itinerary including VS in a OWA, but my interactions with staff so far (call centre and in person) are going far better than with BA, so we're not too disappointed.
Added our VFF numbers to the VS booking. Not sure if the BA booked fare type will qualify for points so not placing any expectations on it, but some points would be a nice bonus!

 

[DC3]

Probably not a super common itinerary including VS in a OWA

I recall a few years back when it seemed that BA couldn’t get me out of SEA to LHR, AA offered 2 x connecting flights instead (1 x UA and 1 x AA). I was already maxed-out on flights. In the end this wasn’t needed, but oneworld airlines seem pretty good at being able to keep you moving, regardless of the rules (including segments and airline) once the itinerary has commenced.