QF J booking to HND changed to 16 hour layover in BNE

[goldenhorn]

I have a QF J award booking for 2pax next March - SYD-MEL-HND (14 hours).

QF sent an email today changing the flights to SYD-BNE-HND (26 hours) with a 16-hour layover at BNE before the HND flight the next day.

I'm too scared to change anything about the flight (e.g. it would be easier if I flew direct out of BNE instead of SYD because I live 2 hours from BNE) based on the nightmare stories of people asking for a change and losing the entire award booking. So I'm happy to travel to SYD to start the trip and avoid messing with the booking.

Do I have any rights with the 16-hour layover change? Would QF have to provide a hotel, or do I now need to stump up overnight accommodation after their change?

TIA!

 

[encryptededdy]

based on the nightmare stories of people asking for a change and losing the entire award booking

I would just call up and ask for either BNE-HND or SYD-HND direct. If you're flying on QF metal you don't really need to be worried about losing your seats. Even if they don't ticket, you won't lose your seats. You're probably more likely to get SYD-HND direct.

Sadly with the offshore call centers you may struggle a bit to find someone who knows that they can get seats released due to the involuntary change...

 

[jpp42]

QF61 (BNE-HND) leaves at 11:50AM so the idea that they can't get you a SYD-BNE that connects to this, in March, is pretty ludicrous. I wonder if this relates to the same issue being discussed recently in other threads where Qantas has only a small minimum number of domestic seats available on each flight to connect with international classic rewards. If this is the case, your likelihood of it getting fixed if you can't reach the onshore call centres, may be low.

Do you have other flights on this same itinerary/PNR or it it only this one segment SYD-HND? If only the one segment I would go ahead and try your luck, since it's Qantas metal you aren't as likely to lose your award seat as with partner airlines, as long as you catch any stuff-ups in time (use rj.com or CheckMyTrip to verify you have an e-ticket number after any changes are made).

 

[Stevo.1702]

I had a very similar situation a few weeks ago. Ended up calling a few times and when I landed an Aus call centre representative I was able to change the itinerary to a direct SYD - HND flight. It has been a few weeks, and tickets were reissued and still showing as ticketed online.

I understand your hesitation regarding changes via call centres at the moment, but in my experience, when I had an Australian-based call centre agent make the changes, everything has worked out (so far).

 

[djkelly69]

when I had an Australian-based call centre agent make the changes, everything has worked out (so far).

Unfortunately the OP appears to be QF NB, so the chance of getting the Aus call centre is almost non-existent at present.

 

[goldenhorn]

Unfortunately the OP appears to be QF NB, so the chance of getting the Aus call centre is almost non-existent at present.

correct - that's my main concern. I'm very doubtful I could get an Aud agent and not lose the award booking altogether.

QF61 (BNE-HND) leaves at 11:50AM so the idea that they can't get you a SYD-BNE that connects to this, in March, is pretty ludicrous. I wonder if this relates to the same issue being discussed recently in other threads where Qantas has only a small minimum number of domestic seats available on each flight to connect with international classic rewards. If this is the case, your likelihood of it getting fixed if you can't reach the onshore call centres, may be low.

Do you have other flights on this same itinerary/PNR or it it only this one segment SYD-HND? If only the one segment I would go ahead and try your luck, since it's Qantas metal you aren't as likely to lose your award seat as with partner airlines, as long as you catch any stuff-ups in time (use rj.com or CheckMyTrip to verify you have an e-ticket number after any changes are made).

Nothing else on the same PNR - the other award bookings are separate bookings - Delta to get to Hawaii HND-HLN and QF SFO-SYD to get home.

So I assume I have to get my hotel room in BNE if I keep the itinerary as is?

 

[goldenhorn]

I would just call up and ask for either BNE-HND or SYD-HND direct. If you're flying on QF metal you don't really need to be worried about losing your seats. Even if they don't ticket, you won't lose your seats. You're probably more likely to get SYD-HND direct.

Sadly with the offshore call centers you may struggle a bit to find someone who knows that they can get seats released due to the involuntary change...

I haven't heard of many stories of people getting new award seats on another flight released in these cases. Can it actually happen?

 

[encryptededdy]

I haven't heard of many stories of people getting new award seats on another flight released in these cases. Can it actually happen?

I did successfully do this back in April when Qantas cancelled a MEL-PER flight thereby making my connection in MEL overnight. They opened an award J seat on a SYD-PER direct for me.

I was Silver at the time, but this was back when one could call up the cheeky 1300 number to get through to Hobart cann centre.

 

[jpp42]

I haven't heard of many stories of people getting new award seats on another flight released in these cases. Can it actually happen?

There are many cases on this forum where it happens as long as the trigger for the change was an involuntary re-route. Yes opening up award seats on the international sector is difficult, but in this case the problem can be fixed just by changing the domestic segment and keeping the international as is - many such cases like this have been done easily by the Hobart call centre based on other threads here.

In any case, dropping the domestic segment altogether seems to be the easiest way to solve the problem since OP is actually near BNE - this is something that Hobart can do. I mean, it obviously saves the company money to have no domestic flight at all, but nothing is ever that simple with Qantas.

OP, since you confirmed this is the only segment on the booking and it's all QF metal, I think you're insulated from the major problems that many others have been having, which primarily involve partner airlines, or unrelated segments being cancelled. So I would go ahead and try your luck with the call centres. There are some good news cases where you get an agent who knows what they're doing. If they don't, HUACA.

 

[Stevo.1702]

many such cases like this have been done easily by the Hobart call centre based on other threads here.

This was my experience. Reward seats MEL - HND and HND - BNE. Both changed to SYD. Expert flyer showing on J5 on the return leg yet they moved 2 rewards bookings onto this flight.

It is grossly unfair that access to fair routing after flight changes is directly proportionate to your luck (i.e. spend) to access the Aus call centre.

 

[goldenhorn]

There are many cases on this forum where it happens as long as the trigger for the change was an involuntary re-route. Yes opening up award seats on the international sector is difficult, but in this case the problem can be fixed just by changing the domestic segment and keeping the international as is - many such cases like this have been done easily by the Hobart call centre based on other threads here.

In any case, dropping the domestic segment altogether seems to be the easiest way to solve the problem since OP is actually near BNE - this is something that Hobart can do. I mean, it obviously saves the company money to have no domestic flight at all, but nothing is ever that simple with Qantas.

OP, since you confirmed this is the only segment on the booking and it's all QF metal, I think you're insulated from the major problems that many others have been having, which primarily involve partner airlines, or unrelated segments being cancelled. So I would go ahead and try your luck with the call centres. There are some good news cases where you get an agent who knows what they're doing. If they don't, HUACA.

Thank you. That sounds encouraging. I'll give the call centre a go and let you know what happens.

 

[MEL_Traveller]

Thank you. That sounds encouraging. I'll give the call centre a go and let you know what happens.

Agree with the other posters on this… if it’s all Qantas flights on qantas aircraft, no need to worry about any inadvertent cancellations by call centre staff. Qantas will rectify it as it’s an easy fix for them and doesn’t involve contacting any partner airlines.

 

[goldenhorn]

No luck on my first call - I think I got someone in Fiji who said tried to rebook me on a full fare J class ticket on the direct SYD-HND flight "because there were no award bookings available, and the system wouldn't let her." I think I could have told her that.

As others have suggested, I might have a chance of doing this only if I got someone in Hobart who could release award seats. And as an NB my chance of that happening is virtually 0. Will try and call again but will probably have to suck up the 16-hour layover in BNE.

If I accept the change with the 16 hour layover, am I eligible for compensation such as meal voucher/hotel room in BNE? I can't find an answer on their webpage here: https://www.qantas.com/au/en/book-a-trip/flights/compensation-and-refunds-policy.html

 

[goldenhorn]

After 4 different attempts to get anyone who could move us to a direct flight, I've resigned to the fact that I'll need to accept the change from the 14-hour trip to the 26-hour one. QF support told me I can claim the cost of the hotel stay as compensation for them changing the flight.

Seriously bummed as we'll lose a day in Japan because of their change. And even more frustrated that it's impossible to get hold of anyone in QF customer support who can help or knows what they are doing. This experience has helped me decide to use up all my QF points and move my allegiance and points collecting to VFF.

 

[bullerdude]

After 4 different attempts to get anyone who could move us to a direct flight, I've resigned to the fact that I'll need to accept the change from the 14-hour trip to the 26-hour one. QF support told me I can claim the cost of the hotel stay as compensation for them changing the flight.

Seriously bummed as we'll lose a day in Japan because of their change. And even more frustrated that it's impossible to get hold of anyone in QF customer support who can help or knows what they are doing. This experience has helped me decide to use up all my QF points and move my allegiance and points collecting to VFF.

So frustraing when you cannot get onto an agent that has actually been trained to resolve these type of changes... I'm had a few unsuccessful attempts to resolve some changed domestic award flights this week and i've almost resigned to just cancelling the flights...

Most annoying thing is that we know the issues would more than likely be resolved by an agent with the right knowhow and training.

 

[goldenhorn]

So frustraing when you cannot get onto an agent that has actually been trained to resolve these type of changes... I'm had a few unsuccessful attempts to resolve some changed domestic award flights this week and i've almost resigned to just cancelling the flights...

Most annoying thing is that we know the issues would more than likely be resolved by an agent with the right knowhow and training.

Yes, SO frustrating. It's beyond understanding that the customer service for this airline is so poor and verging on incompetence.

 

[goldenhorn]

So the saga continues. Our direct Classic Award J flight home SFO-SYD has been changed LAX-SYD but QF have not added a connecting flight from SFO-LAX.

I've called CS twice now. First time hung up on after talking to CS (Fiji) for 30 minutes looking at options.

Second time (Philippines) CS is telling me there are no Classic Award flights from SFO-LAX that day so the only option is to cancel the ticket and rebook something direct (WTF?).

Does QF have an obligation to release seats or buy seats for us because they changed the departure destination. Surely they must do, but I'm not 100% sure on what my rights are. Any help appreciated!

 

[MEL_Traveller]

So the saga continues. Our direct Classic Award J flight home SFO-SYD has been changed LAX-SYD but QF have not added a connecting flight from SFO-LAX.

I've called CS twice now. First time hung up on after talking to CS (Fiji) for 30 minutes looking at options.

Second time (Philippines) CS is telling me there are no Classic Award flights from SFO-LAX that day so the only option is to cancel the ticket and rebook something direct (WTF?).

Does QF have an obligation to release seats or buy seats for us because they changed the departure destination. Surely they must do, but I'm not 100% sure on what my rights are. Any help appreciated!

This is before the resumption of SFO right?

The terms and conditions for a discontinued route are in section 9 of the Conditions of Carriage:

(d) Discontinued Route​

If we cease to operate on a route and as a result we cancel a flight for which you have purchased a Ticket, we will:​

• offer you a seat on the next available flight on our services for an alternative route to the same destination (if available) and where a connection was arranged by us, a seat on the next available connecting flight
• alternatively, at your option, refund the applicable fare.

It might be simpler for you to buy a connecting fare given some of the difficulties dealing with call centres.

 

[goldenhorn]

This is before the resumption of SFO right?

The terms and conditions for a discontinued route are in section 9 of the Conditions of Carriage:

(d) Discontinued Route​

If we cease to operate on a route and as a result we cancel a flight for which you have purchased a Ticket, we will:​

• offer you a seat on the next available flight on our services for an alternative route to the same destination (if available) and where a connection was arranged by us, a seat on the next available connecting flight
• alternatively, at your option, refund the applicable fare.

It might be simpler for you to buy a connecting fare given some of the difficulties dealing with call centres.

Thanks for that excerpt from the T&C.

Yes, I believe my flight was changed because they pushed back the date for the resumption of SFO-SYD route.

A supervisor is meant to call back this evening, but I'm not holding my breathe.

I was so exasperated after the 3rd call today that I looked up the fares and am thinking the exact same thing - just buy a ticket and forget about trying to get QF to book something. Might be worth a few hundred bucks instead of dealing with the call centres that rarely give you a good outcome.

 

[MEL_Traveller]

Thanks for that excerpt from the T&C.

Yes, I believe my flight was changed because they pushed back the date for the resumption of SFO-SYD route.

A supervisor is meant to call back this evening, but I'm not holding my breathe.

I was so exasperated after the 3rd call today that I looked up the fares and am thinking the exact same thing - just buy a ticket and forget about trying to get QF to book something. Might be worth a few hundred bucks instead of dealing with the call centres that rarely give you a good outcome.

Luckily I booked my flights through Alaska Airlines, so while QF put me on the LAX flight as an alternative it was a fairly easy fix for AS to put me on one of their connectors to SFO.

I suspect adding an AS sector is going to increase the points as it will be on a separate table. Might be simpler to either do it yourself as a new booking, or buy a fare on AS or AA. Booking on AS or AA should give you lounge access even if you purchase in economy as Oneworld connecting rules will apply (long haul to short haul gives lounge access based in the international flight)