Qantas cancelled QF37 12-Dec; rebooked on QF35

[kylebb]

I had a booking on QF38 cancelled and was moved to QF36 in mid November, the flight was cancelled in July

Qantas originally tried to rebook my SGN-SIN leg onto the earliest jetstar asia flight to meet MCT however this was rebooked to a VN flight on request as their suggestion would have given a 8+ hour layover.

 

[JohnK]

It was the airlines fault not the customers, a more customer focussed organisation would waive a fare rule to accommodate a disruption they caused.

My experience with Qantas bookings delays/cancellations has always been positive.

Can't say the same for Aegean. Twice in a few days I was at the airport ~3 hours before my flight and twice my flight was cancelled and both times they refused to allow me to go on a flight 1hr earlier that had many available seats as the fare rules did not allow it. Twice they made me wait an extra hour.

The fare rules have no meaning when you are inconveniencing customers.

 

[global_nomad]

Update: HUCA, was lucky with a more experienced (onshore) agent, and have been booked on QF8405.

I didn't even have to ask - once I explained my situation, he suggested the codeshare and re-booked without hesitation. And even explained that I'd still get my SCs, lounge, etc. Now just to get the 2.5 hours of weird and eclectic hold music out of my brain ;-)

 

[Kangol]

Even if you didn't get the EK codeshare, you could ask for original routing credit.

 

[Austman]

Update: HUCA, was lucky with a more experienced (onshore) agent, and have been booked on QF8405.

Good news! It's the way I've experienced these situations.

I know some are saying the same fare type(?) must be available. In my experience that's not been true - but it probably must be the same booking class.

It's a pity the experience is not more consistent.

 

[dajop]

Great outcome, glad you were able to get this resolved satisfactorily. Maybe I can still book QF37 without worrying about being shunted onto QF35 (nb: I regularly book either QF37, EK405/QF8405 or SQ 207 as they fit my needs, whereas QF35 would waste my day).

Once again, it seems the problem ended up not being Qantas having a customer unfriendly policy per se, but the inconsistency in the call centre. That has been discussed at length in another thread!

 

[serfty]

Note that policy for QF*EK codeshare is that original booking class cabin be available.

Schedule Changes

'Involuntary' Changes

If the new flight that has been rebooked by Qantas is not suitable, the Travel Agent is permitted to:

• Rebook to an alternative QF flight within 24 hours (on the same day or a day either side) of the original ticketed flight in the same class as originally ticketed.
  • ...
  • For Qantas codeshare flights with a 'QF' flight number operated by Emirates, rebook in the same class as originally ticketed.

...

 

[RichardMEL]

they "can't" book a non-QF flight? but it IS a QF flight QF8405.. ffs ridiculous. They inconvenience you with the cxl and the EK flight is at a similar time. it's a no brainer IMHO. poor agent

 

[Kiwi_Flyer]

Note that policy for QF*EK codeshare is that original booking class be available.

Schedule ChangesYMMV

My interpretation, and actual experience, is same class means same cabin of travel NOT the same booking class. This makes sense otherwise someone who booked a cheapo ticket in a booking class that is not offered class to date of travel could not be accommodated on another flight if their flight is cancelled close to travel date.

 

[Austman]

same class means same cabin of travel NOT the same booking class.

Yes, I think we are meaning same "travel class" must be available but not necessarily the same "fare type".

 

[RichardMEL]

In an involuntary rebooking situation like this I think booking classes have to go out of the window - this is not the customer's choice here but airline imposed, theirfore booking class restrictions should go out the window. If I booked a discount J ticket on QF but the flight is cancelled they should be offering me J (fare irrelevant, since I already paid for it) on a comprable flight (ie: same time or within reasonable timings) or a refund if there are no acceptable offerings.

 

[serfty]

FWIW the content of that page has changed since I originally posted excerpts from it.

It makes it much clearer.

Qantas and Other Airline Schedule Change Policy

 

[N860CR]

Had a similar painful drama with QF phone staff recently. Was booked EBB-DOH-BKK (x - 2 days)-HKG-SYD. EBB-DOH was rescheduled to leave about 6 hours earlier so I wouldn't make the flight.

Staff on the phone offered to rebook me onto the next available EBB-DOH-BKK which was 48 hours later (so arrived in BKK after my booked BKK-HKG sector). All the arguing in the world wouldn't allow them to change the BKK-HKG-SYD sector as they claimed that was a change at my request.

I let them rebook the EBB-BKK (and leave the misconnect in BKK) and just tried HUACA when I got the new ticket and said they'd changed the schedule and it didn't connect (so was put on the QF BKK-SYD)

The process is far more painful than it needs to be.