Overbooked: 2 boarding passes for 1 business-class seat (LATAM-QANTAS)

[ff-sorc]

I was booked on a LATAM business class flight MEL to SCL (Santiago) today. I chose to book the QF code-share as I am Qantas Platinum member. The flight is operated by LATAM.
At check-in, it was obvious the flight was heavily overbooked - economy passengers being offered to rewards for being bounced. Long wait in the business-class queue. Then a further 20 minute as my booking didn't seem to exist. It seemed all the QF code-share passengers had been deleted from the system. Problem fixed and issued boarding pass. Enjoyable time in the Qantas First lounge. At boarding, my boarding pass wouldn't scan. I was told the booking didn't exist, and that someone was already in the seat documented on my board pass. Flight full, no options. Escorted out, thankfully skipping the full imigration queue since I didn't actually leave MEL! I'm now booked on tommorow's flight (no earlier options). LATAM indicated that the mistake was Qantas who should not have issued a QF ticket for LATAM flight but I am sure this not accurate, and I suspect LATAM are at fault here, bouncing QANTAS code-share passengers either erroneously or delibierately, to deal with the overbooking situation.

The economy passengers that were voluntarily bounced were compensated whereas I had to endure security, passport control, wasted (but enjoyable) time in the lounge only to be bounced at boarding. Sure I should be compensated? How much? From Qantas or LATAM? How should I go about this? (I'll be back at the airport tomorrow for my re-booked flight).

Thanks for your advice!

Best regards
Michael

 

[Forg]

I think that whoever you gave your money to for the ticket needs to be responsible for what happens after they take your money. You shouldn't care, nor need to care, about whatever Qantas might then need to chase-up with LATAM.

 

[ff-sorc]

I think that whoever you gave your money to for the ticket needs to be responsible for what happens after they take your money. You shouldn't care, nor need to care, about whatever Qantas might then need to chase-up with LATAM.

This is still a problem for me, since this was a business-related trip, and I did not make the booking. Nevertheless, I would like the compensation - major inconvinience and indrect costs for me.

 

[MEL_Traveller]

This is still a problem for me, since this was a business-related trip, and I did not make the booking. Nevertheless, I would like the compensation - major inconvinience and indrect costs for me.

Follow this up with Qantas. You were on a Qantas ticket and they will have control of the booking. An email to Qantas customer care will start the ball rolling - and at least give you an idea how they are going to handle it (take responsibility or try and pass it on to LATAM).

I would in any event be contacting QF asap to check the status of your ticket (make sure it exists), and that your return ticket is still valid given you might already have been considered a 'no show' at MEL earlier today. (And yes, it does happen that airlines can incorrectly reinstate a ticket, fixing only the outobund, and forgetting to correctly fix the return.)

 

[RooFlyer]

And at any cost, don't let Qantas try to fob you of to LATAM - It will be as black hole you'll never website escape from.

 

[Mattg]

This looks rather similar to another recent incident with Qantas codeshares on LATAM - Beware QF codeshares on LATAM to Santiago

Good luck.

 

[ff-sorc]

Response from Qantas is that they are unable to raise compensation claims on behalf of a passenger with another airline. I will follow-up with LATAM but it doesn't seem right because the ticket was booked QF as a Platinum Member.

 

[MEL_Traveller]

Response from Qantas is that they are unable to raise compensation claims on behalf of a passenger with another airline. I will follow-up with LATAM but it doesn't seem right because the ticket was booked QF as a Platinum Member.

That's very convenient (for QF). You are not asking them to raise a compensation claim on your behalf with another airline. You were a Qantas passenger, with - allegedly - an issue caused by Qantas for your ticket to 'disappear'. You are asking Qantas to compensate you (not LATAM).

 

[moa999]

Tough one.
Presumably LA issued you the boarding pass.

If so - they must have found the ticket (otherwise they wouldn't be getting paid) and then presumably another LA coded ticket turned up.

I'd say at that point more responsibility falls on LA - given they've seemingly acknowledged you had a valid ticket

 

[MEL_Traveller]

Tough one.
Presumably LA issued you the boarding pass.

If so - they must have found the ticket (otherwise they wouldn't be getting paid) and then presumably another LA coded ticket turned up.

I'd say at that point more responsibility falls on LA - given they've seemingly acknowledged you had a valid ticket

Is this any different from any other consumer situation? If I buy a washing machine from Harvey Norman I can go back to either the seller, or the manufacturer, in the event of a problem. The seller can’t refuse assistance.

Unless there’s a carve-out for air services?

 

[RooFlyer]

Unless there’s a carve-out for air services?

They carve it out themselves by just saying 'no', stonewalling and most people give up.

 

[moa999]

this any different from any other consumer situation? If I buy a washing machine from Harvey Norman I can go back to either the seller, or the manufacturer,

But what's the situation on a codeshare. Is QF an agent or manufacturer ?

 

[MEL_Traveller]

But what's the situation on a codeshare. Is QF an agent or manufacturer ?

This is the point... under consumer law it doesn't matter, either the manufacturer or seller must take responsibility. So in this case whatever QF decides to call itself (or is, legally), it should be responsible to at least facilitate an outcome.

 

[kyle]

Take to small claims?

 

[snabbu]

Not the nicest situation to be in @ff-sorc I hope it all works out and you are compensated accordingly. Please do keep us updated.

 

[opusman]

2 F lounge visits for the price of one is some compensation I guess.

 

[eric2011]

2 F lounge visits for the price of one is some compensation I guess.

Is it compensation or Torture.

 

[Denali]

You had me at LATAM, Ive read so many negative things about how they run the back office and their lack of communication/care

 

[levelnine]

I would be gearing up for a protracted fight. Keep all documents and records of conversations. You are going to be constantly passed between QF and LATAM, with LATAM taking months and months to respond.

 

[drron]

And I got nowhere with LATAM when I cancelled refundable tickets with them and no refund.Only changed when Amex got their fraud department on to the case.They ignored the charge back.