Qantas Bumping award bookings to lower Class QF12

[Shane Jones]

Written on 7th September - I'm sitting at LAX and have a very disappointing experience with my awards booked flight on QF12. My wife and I have had this flight booked since November 2021 on QF12 in First class. We had chosen our seats and had no communication of any changes to the booking until we arrive at check in. They had bumped us from First Class to Business without any communication. Apparently Since beginning of September they have been downsizing some flights from the A380 to smaller craft which don't have First Class. This wasn't our problem in this case as our craft was still the A380. But yesterday craft was one that was downsizes. I am of the opinion that people on yesterday flight that had a First-Class Booking have requested to change to today's flight. As we were an award booking, we have been booted out our seats so Qantas can still get the full fare from these clients. This is disgusting to think that award booked people are treated like second class clients and means this could be the future with Qantas and maybe bumping Business class award booked seats to economy if they get a fare paying client at last minute.

To have this booked so far in advanced and be told at check-in this is occurring is not rite. Qantas is become much my most non preferred airline.

I hope other Customers of Qantas can be made aware of this as booking an award booking and being confirmed means nothing.

Bad on you Qantas

 

[Kangol]

What status do both of you have?
Something similar happened once to me due to an engineering issue - F seat not working. I was able to get an alternative routing. Later told by the customer care agent that downgrades should occur based on status, so as a WP this should not have occurred. There were definitely other F pax with lower status. I'm P1 now, however if I was P1 at the time, it's safe to say I wouldn't be replying to this thread with my experience.

 

[MrJetset]

It's an awful situation, especially with no communication prior. Generally you should get a call or email.

Sadly, in terms of downgrades it's status plus fare class. Award bookings will always be bumped ahead of any revenue fares. Lowest status members on awards are the first to be downgraded.

I personally wouldn't be booking any QF A388s atm because they are so unreliable.

 

[aikman]

Not an uncommon story. It's unfortunately the Qantas way of doing business. You either take it or leave it.

 

[RooFlyer]

Welcome to AFF @Shane Jones . Unfortunately, we are hearing a lot of this happening at the moment, and for a while.

I hope other Customers of Qantas can be made aware of this as booking an award booking and being confirmed means nothing.

Correct, unfortunately.

 

[Lynda2475]

coughpy situation, make sure you are refunded the points difference.

 

[exLXCXFF]

and means this could be the future with Qantas and maybe bumping Business class award booked seats to economy if they get a fare paying client at last minute.

This happens all the time - sadly.

 

[jpp42]

Something similar happened once to me due to an engineering issue - F seat not working. I was able to get an alternative routing. Later told by the customer care agent that downgrades should occur based on status, so as a WP this should not have occurred. There were definitely other F pax with lower status.

Kangol, were you on a classic rewards ticket? I'd expect that a paying passenger for first class trumps most anyone on a classic reward ticket, maybe with exception of P1/CL. Or more precisely, they probably use their internal customer value calculations rather than a strict application of status.

 

[Cheatah]

Good old Qantas.

If this had happened out of LHR at least passengers would be entitled to 75% refund of the fare paid if downgraded. I wonder if they are so aggressive in downgrading passengers on this route because of this as they are to/from USA.

 

[Lynda2475]

Does LHR still enjoy those EU flight protections now it is no longer part of the EU?

 

[bcworld]

Does LHR still enjoy those EU flight protections now it is no longer part of the EU?

Yes...it's called UK261 instead of EC261 but essentially the same rules apply.

 

[Zanzara]

Sucks but first to business isn't as bad as business to economy

 

[bcworld]

Sucks but first to business isn't as bad as business to economy

Yeah...they did that to me. Business QF SFO-MEL, booted to Y on UA SFO-SYD-MEL...only found out by seeing it in the app. Then forced to beg for a refund of points and exorbitant surcharges.

 

[ChrisMars]

Is a downgrade at check in consodered an IROPS?

 

[MEL_Traveller]

Is a downgrade at check in consodered an IROPS?

I think IROPS refers to an underlying cause as to why a particular flight is delayed or cancelled. The result or outcome could be a downgrade.

Overbooking is not considered IROPS… but other aspects of the contract of carriage can come into play, such as re-routing or compensation. Options for both could be limited depending on the contract of carriage, for example they may not extend to routing on another airline. But could also be fairly generous if departing on an EU/UK carrier, or out of the EU/Uk In general, or from the USA.

 

[Kangol]

Kangol, were you on a classic rewards ticket? I'd expect that a paying passenger for first class trumps most anyone on a classic reward ticket, maybe with exception of P1/CL. Or more precisely, they probably use their internal customer value calculations rather than a strict application of status.

Yes, classic award.

Don't forget the time the SG paid revenue J pax got bumped to economy - there is a long thread on it here. I think it was the same sector as you (have to look it up)

There are also points upgrades too.

Again, going on what I was told.

PCV definitely comes into account. You have to wonder what the system looks at if, for example, a PS on a points upgrade is prioritised over a WP on an award ticket. Non-confirmed vs confirmed (in cabin) ticket. I suppose the topic of customer rights and all will come up at some point. Who knows.

 

[mviy]

I guess the main benefit of LTS that I now have is that even if I stop flying and fall all the way down to there from WP I should still be treated better than NB all else being equal. Though whether in practice that is what would happen is another question.

One would think they should cancel points upgrades before classic reward seats, but only QF knows how they decide these things.

 

[CaptainCurtis]

I'm getting worried about an upcoming QF82 SIN-SYD J award booking. Unable to select a seat on QF MMB (it comes up with the drop-down list asking my preference re aisle, window etc), but was able to select a seat on MH MMB. J cabin appears to be full as there are no seats available for purchase.

 

[1022]

I'm getting worried about an upcoming QF82 SIN-SYD J award booking. Unable to select a seat on QF MMB (it comes up with the drop-down list asking my preference re aisle, window etc), but was able to select a seat on MH MMB. J cabin appears to be full as there are no seats available for purchase.

If you're SG or lower on the status ladder, have another try at T-80 when the forward few rows are unblocked to lower status pax. It might be that all the seats available to your status level are currently allocated.

 

[mviy]

J cabin appears to be full as there are no seats available for purchase.

It could just be that they have oversold economy and will need to approve a certain number of upgrade requests. Not being able to select a seat could just mean insufficient seats available for selection in the rows available for those at your status level to select. As @chai_1022 mentioned at T-80 more seats should open up for selection. If not then you can checked every once in a while as the hours continue to count down towards departure.