QANTAS Frequent Fl stuffs-up my booking!!!

[summer]

I am new to this forum, however I visit it on a very regular basis.
I need advice regarding below:

There are two Pax (both FF) traveling together.
1. I successfully booked 2 FF sectors (at once) by selecting one of the many options available for the FIRST time on my chosen day of departure: 11 May 2009
·SYD-LHR: QF31 16:55-06:40 (1h 40m)
·LHR-WAW: BA 846 08:20-11:40
2. a month later - rang FF re: completely different matter (seat request)
3. was then told that was a system problem and such a combination shouldn't be available for me to choose (why didn't they contact me re: this earlier?)
4. told by FF operator that I have to re-book it (but no options were given to me)
5. also told that Qantas won’t accept any responsibility for future problems with my flights & such a note will be added to my booking
6. I rang the next day to be told the same thing by a different operator
7. got an offer of re-booking - replacing direct flight with 2 separate flights
·SYD-HKK: BA16 05:30-21:45
·HKK-LHR: BA12 22:55-05:15
·LHR-WAW: BA 846 08:20-11:40
8. a couple minutes later got a different – much worse (6 hours at the airport!!!) offer
·SYD-LHR: QF31 16:55-06:40
·LHR-WAW: BA 12:35-14:15
9. when I asked about the previous offer I was then told that it will cost me additional 15,000 FF points for re-booking & re-issuing of tickets
10. rang the Dept of Fair Trading today and was advised to visit any Qantas office and once more try personally to resolve the issue, before I lodge a formal complaint
11. so I went to Qantas Travel office in Sydney today but was told that they – although sympathetic to my problem – they have nothing to do with FF program (apparently cannot even get to FF program on their computers) and cannot help me.

As you see – due to the FF booking stuff-up – I am stuck, I’ve got a problem. I can’t go to Melbourne FF office personally, I already rang them twice.
I have been planning this trip for more than a year. I wanted to make it as comfortable as possible. On the day of booking there was such extensive choice of FF flights to Warsaw including the one from the point 1 above.
And – unfortunately for me - out of so many of them - I decided to choose the direct fateful flight QF31 by Qantas.

I understand that such problems can happen and I have to compromise.
So I am willing to compromise but should I be MUCH worse than originally?

A). If my flight will be left as per original booking, I was told that Qantas won’t take any responsibility for any future problems with missing connections or lost luggage. Can they do that?
B). If I change to two flights via Singapore, they want me to pay 15,000 FF points. Can they do that? Can’t they just wave this as a good gesture? I am not at fault!
C). If I will accept their latest offer, then I will spend 6 hours at the foreign airport, with no currency, no food, no toiletries!!! I will also miss my train connections in Poland where I have no family and no siblings.
As a result of FF Qantas error I would then arrive at my destination almost approx. 40 hours later!!!

I would rather prefer to spend this time in the air, where I can have a glass of water and pillow with blanket.
I can accept any other connection, as long as it is as 3 separate parts and no more than 2.5 hour at any airport.
But they are not willing to waive 15,000 points.
Do I have to be PENALIZED for their error?
Any comments, thoughts, suggestions will be very much appreciated.

 

[Travel Guru]

First off, no you're absolutely right, you shouldn't have to pay points to reissue the ticket, whilst obviously you need to take some responsibility for booking a connection within min. connect time, they have the take the ultimate responsibility as their system ticketed it.

Secondly, Qantas (aside from wanting 15k pts) is offering you the best possible option, as there's no other flights between the 8.20 and midday service.

You're much better off with the 6 hour break, as the other flight you have no chance of making, and even if you did, you're luggage almost certainly wouldn't.

I would call and ask immediately to speak with a supervisor, explain the situation and let them know you've been in touch with the Dept. of fair trading, hopefully common sense prevails and they fix it FOC.

The thing in travel (and I should know) is you need to go in with the attitude that someone somewhere has the power to fix ur problem FOC, its your job to locate that person.

Good luck with fixing it, it's an awkward situation, as an agent would never tkt a paid flight with such a connection, but Qantas shouldn't expect a lay person to know MCT's.

TG

 

[MelUser]

Heathrow to Heathrow - the connection should work. You'll fly into terminal 4 and then all you have to do is get over to Terminal 5 - you'd use the free airport shuttle bus.

I suspect that QF is getting confused - currently BA flights to Warsaw leave from Gatwick but by May this will be sorted. Gatwick needs at least a 3 hr transfer as its 11/2 hours in a bus to get there.

If your bags don't make flight, BA will put them on the next flight. If you miss the first flight, I'm sure BA will put you on the next flight.

I'd probably chance it but that's me! Make sure that when you check in in sydney, your bags are checked through to WAW.

 

[Dave Noble]

Looking at it, it would sem that QFF are correct that the original flights are not valid since it seems that the minimum connecting time of 2 hours is not being met with the 1 hour 40 minutes and with the QF31 arrival, the 12:15 onward flight is the one that is needed,


(a) yes they can. If you stay on an invalid connection, then you are not protected if you misconnect. BA may help you in London but there is no guarantee, especially with the annotation in the record that they have warned you about this. Not a wise choice imo

(b) What are the flights via Singapore and what is the reason for the 15,000 point extra? If it is due to the points requirement being different to what you paid, then it would seem reasonable. If it is a change fee, then , if you want that flight, I would pay it and then write into Customer relations , explain the situation and see if they will waive it.

(c) You do not need to be without toiletries. There are plenty of shops at LHR where you can buy toiletries and there are ATMs where you can obtain cash and plenty of places to eat. LHR is a decent airport in that respect.

Personally, I would not stay with the invalid connection since you are on your own if you get delayed and would decide which is more important, 15,000 points or having a longer time at LHR

Dave

 

[simongr]

(c) You do not need to be without toiletries. There are plenty of shops at LHR where you can buy toiletries and there are ATMs where you can obtain cash and plenty of places to eat. LHR is a decent airport in that respect.

Dave

Actually they could carry toiletries with them. I do it for weeks at a time and manage fairly well.

You do realise you are flying in London and not into Harare don't you? The English have been known to be quite civilised when not invading.