Qantas lies to a full-fare paying J-class pax and downgrades to Y-class

[rosep]

Venting here!

Back in March, during the double status credits offer, I purchased a rtn J-class fare MEL-CNS via BNE for mid July. The day before outbound travel I receive a call from Qantas saying the aircraft had been downgraded and there was no longer a J-class and that I would be put in economy.

It was presented as a fait accompli; no offer of an alternative flight; no explanation (I did ask) as to what would happen with my FF points and status credits in this case.

Upon boarding the flight in BNE I saw that the aircraft was indeed configured J and Y class, with J class full. To say I was furious is an understatement. That Qantas outright lied to me, a full-fare paying passenger; and that it was clearly a case of Qantas overbooking J-class for that flight and, undoubtedly because I was travelling on my own, had selected me as the dummy to travel in economy.

No one at the airport had ever heard of this happening before (or so they said). No one, from the person who called me the day before travel and those at the airport and those who have since replied to my written complaint, have been able to explain how they would calculate a refund or frequent flyer points or status credits. In the written reply I've received just now from Qantas they are refunding me just under $300, which no doubt has been calculated at the most expensive Y-class fare, despite me being seated at the back of the aircraft in Y-class.

I will follow up again with Qantas to ask (again) for an explanation of their calculation methods and insist (again) that they show good faith and honour the status credits etc., but I don't hold out much hope.

Anyone else encountered this kind of behaviour and attitude? Any suggestions as to how to approach? Keep fighting? Let it go?

 

[levelnine]

Unfortunately this problem with QF is well known: https://www.australianfrequentflyer.com.au/qantas-downgrade-compensation/

You should at the very least get the J class SCs. Email [email protected] & ask for the Original Routing Credit for that flight.

 

[Hunter4vr]

Had a similar situation where 1 out of our 2 reward seats in J got bumped to Y on our Syd - Adl flight. Got told it was due to a configuration change which was incorrect as the amount of seats was identical.

Getting a resolution from Qantas that you’re satisfied with will take a lot of your time and patience. It’s like talking to a brick wall.

 

[aikman]

You should at the very least get the J class SCs. Email [email protected] & ask for the Original Routing Credit for that flight.

Can Qantas argue that because they are giving a partial refund then ORC no longer applies?

By the way, the way Qantas staff lied is disgusting but I sort of get it. If they told the truth then zero people will accept the downgrade.

 

[rosep]

Thanks, for the responses. I've written to them again. My gripe is not only the lie (which is enough in itself) but that there was no offer of an alternative flight; there has been no explanation of FF points, refund calculation and FF points and SCs; and I was full fare paying passenger (i.e. not travelling on points or rewards etc).
Thanks, too, for the FF email address! I will also reach out to them.

 

[Mwenenzi]

Back in March, during the double status credits offer, I purchased a rtn J-class fare MEL-CNS via BNE for mid July. The day before outbound travel I receive a call from Qantas saying the aircraft had been downgraded and there was no longer a J-class and that I would be put in economy.

When ever I book a flight I have screen shots of pricing-class for that flight and other flights about the same time.
Always check aircraft and select seats (with screen shots)

You could make a complaint to The Airline Customer Advocate (ACA)
Gets the issue in writing. But do not expect a prompt rely.

And another reason why AU-NZ needs EC261 legislation.

 

[rosep]

When ever I book a flight I have screen shots of pricing-class for that flight and other flights about the same time.
Always check aircraft and select seats.

You could make a complaint to The Airline Customer Advocate (ACA)
Gets the issue in writing. But do not expect a prompt rely.

Thanks for this tip re the ACA. I will definitely contact them.
And, while I hadn't taken screen shots of the pricing class for the flight etc I did select my seats when I booked the flight.

 

[Pushka]

When ever I book a flight I have screen shots of pricing-class for that flight and other flights about the same time.
Always check aircraft and select seats (with screen shots)

You could make a complaint to The Airline Customer Advocate (ACA)
Gets the issue in writing. But do not expect a prompt rely.

And another reason why AU-NZ needs EC261 legislation.

I can't recall who it was but read recently on AFF that a very successful outcome was achieved using ACA.

 

[AIRwin]

I can't recall who it was but read recently on AFF that a very successful outcome was achieved using ACA.

Qantas cancels flight, refuses paid upgrade, refuses points refund

Dear AFF community, I'm looking for some advice here after hitting repeated roadblocks with Qantas Customer Care. Long story short: Mrs GO was flying QF SYD-MEL return in Y class for work in December 2022, on a corporate gig booked by a travel agent. I upgraded her Y flights to J using my QFF...

www.australianfrequentflyer.com.au

 

[kpro]

Not excusing the lack of options provided. However it could be that your original flight was on an A330, and was subbed to a 737 with less seats in J. In which case, they'd probably work up from award bookings, status, PCV to determine to bump.

 

[rosep]

Not excusing the lack of options provided. However it could be that your original flight was on an A330, and was subbed to a 737 with less seats in J. In which case, they'd probably work up from award bookings, status, PCV to determine to bump.

I'm Gold FF and paid full fare for my ticket. BUT... I was traveling on my own, which is I suspect why they selected me and which is, I am claiming, discrimination.

 

[levelnine]

I'm Gold FF and paid full fare for my ticket. BUT... I was traveling on my own, which is I suspect why they selected me and which is, I am claiming, discrimination.

I wouldn't try to make speculative claims. You have no idea what happened on the back end.

I would simply be focusing on getting as many dollars refunded as possible and getting your original SCs.

 

[muppet]

I'm Gold FF and paid full fare for my ticket. BUT... I was traveling on my own, which is I suspect why they selected me and which is, I am claiming, discrimination.

I’m shocked a Gold FF would be chosen for this downgrade. Ultimately nobody should be involuntarily downgraded, but surely there was a Bronze or Non-FF customer on the flight.

 

[justinbrett]

I'm Gold FF and paid full fare for my ticket. BUT... I was traveling on my own, which is I suspect why they selected me and which is, I am claiming, discrimination.

I would not use the "d" word for that. Being a solo traveller isn't protected by the Human Rights act.

 

[rosep]

I would not use the "d" word for that. Being a solo traveller isn't protected by the Human Rights act.

Much easier to downgrade a solo traveller than those traveling together. So, yes, I believe Qantas has selected me due to this status. Regardless, my main aim is to get back the SCs FFs points and work out their logic for the refunded amount

 

[justinbrett]

Much easier to downgrade a solo traveller than those traveling together. So, yes, I believe Qantas has selected me due to this status. Regardless, my main aim is to get back the SCs FFs points and work out their logic for the refunded amount

Absolutely, but that doesn't make it discrimination. That's just being practical. On the flip side, you're much more likely to be upgraded as a solo traveller.

Out of curiosity, what was the aircraft change (from and to)?

 

[stm1sydney]

Standard operating procedure for Qantas, and you will get very little despite from Qantas huge effort on your part. Start an application/claim in VCAT - this is more likely to get some traction.

Otherwise, I can only suggest moving to the competitor. VA is better that QF in most respects.

 

[Vic]

Can Qantas argue that because they are giving a partial refund then ORC no longer applies?

By the way, the way Qantas staff lied is disgusting but I sort of get it. If they told the truth then zero people will accept the downgrade.

As a general rule people should NEVER accept the downgrade. Sorry to the OP. But my advice, never wait for them to offer an alternative, and never accept a downgrade. Always ask, what alternative flights are available in business class.

You might have to decide if the alternative suits your time requirements. But that's a different issue.

 

[rosep]

Absolutely, but that doesn't make it discrimination. That's just being practical. On the flip side, you're much more likely to be upgraded as a solo traveller.

Out of curiosity, what was the aircraft change (from and to)?

I have no idea. It wasn't disclosed and there was no mention of an aircraft change. Just the flight being downgraded.

 

[DAC1]

I have no idea. It wasn't disclosed and there was no mention of an aircraft change. Just the flight being downgraded.

What aircraft was listed on your original e-ticket?