QF Ticketed JQ Flight Cancellation

[kangarooflyer88]

I've got a JQ classic award flight booked today from Hobart to Sydney for 7:20 PM. Surprise surprise the flight got cancelled just now at the last minute and it seems like there aren't any other options out to Sydney today. I called QFF and the agent I spoke to insisted that the flight must be rebooked as a JQ classic flight award. I argued with the agent saying the fact it is a classic award has no material impact on my right to being rebooked on a QF Group flight so long as it's in the same cabin (i.e. coach). In any event, having not come to a resolution I advised them to keep the reservation as is.

I'm wondering if I'm correct here in what I said and specifically what I can do to get a grip on this issue as the last thing I received was an email from JQ saying I'm entitled to hotel & meals, and a text from QF saying they're now looking for alternate flights

-RooFlyer88

 

[kangarooflyer88]

Update: Went to JQ website to see options and ended up rebooking for 7:20 PM tomorrow. Whilst not ideal (and would've preferred QF flight for obvious reasons including access to Qantas' flagship lounge at Hobart) it does mean that I will be able to get work done tomorrow without being on planes for half the day. On the plus side, I'm staying at the Movenpick tonight in a superior room which is exactly $2 below the amount JQ provides for compensation for accommodation.

-RooFlyer88

 

[AIRwin]

Flight is at 19:35 instead of 19:20?

 

[kangarooflyer88]

Flight is at 19:35 instead of 19:20?

Correct it's at 19:35 but with JQ who knows when it will actually depart. That being said, I frankly don't mind spending an extra day in Hobart versus Sydney considering the weather here:



And for those wondering why I didn't wait for the QF email that usually comes after a classic award flight gets cancelled, the main concern I had is that all decent alternates would disappear as everyone selected the non-stop flights. And I don't want to have to lug my luggage around at MEL or elsewhere with a connecting JQ flight.

 

[Quickstatus]

I called QFF

Its a JQ flight, no use calling QF.
But yes the solution as you discovered is via the JQ website.

 

[kangarooflyer88]

Its a JQ flight, no use calling QF.
But yes the solution as you discovered is via the JQ website.

You are correct that it is a JQ flight and yes it even has a JQ flight number, but it was issued on a QF ticket meaning that in terms of rebooking I have the option of either JQ or QF. The last time this happened to me (interestingly also a JQ classic award flight from HBA to SYD) I received an email with rebooking options which allowed me to select both JQ and QF flights. Perhaps that option isn't available now because the cancellation was so last minute (whereas the other one was cancelled a couple weeks in advance).

In any event, and getting this thread back on topic: what am I entitled to as a passenger on a Qantas classic award ticket operated by JetStar. Must there be classic award availability to rebook? Must the flight be operated by JetStar? It's unclear to me and I reckon knowing these answers will benefit those in the AFF community.

-RooFlyer88

 

[MEL_Traveller]

You are correct that it is a JQ flight and yes it even has a JQ flight number, but it was issued on a QF ticket meaning that in terms of rebooking I have the option of either JQ or QF. The last time this happened to me (interestingly also a JQ classic award flight from HBA to SYD) I received an email with rebooking options which allowed me to select both JQ and QF flights. Perhaps that option isn't available now because the cancellation was so last minute (whereas the other one was cancelled a couple weeks in advance).

In any event, and getting this thread back on topic: what am I entitled to as a passenger on a Qantas classic award ticket operated by JetStar. Must there be classic award availability to rebook? Must the flight be operated by JetStar? It's unclear to me and I reckon knowing these answers will benefit those in the AFF community.

-RooFlyer88

If Qantas issues the ticket for travel on Jetstar you are bound by the Jetstar contract of carriage. Jetstar says they will carry you in the next available flight, and provide meals and accommodation if you are delayed overnight.

The same as if qantas issues a ticket on any other airline.

You may have had options at another time, if there were seats available. But I don’t think there’s any automatic right to be accommodated on Qantas services.

 

[Quickstatus]

what am I entitled to as a passenger on a Qantas classic award ticket operated by JetStar

Ordinarily it is JQ which provides carriage even in the event of delays and cancellations by JQ
While QF may of its own accord provide alternative solutions, it does not carry the liability for this.

The replacement flight does not have to be operated by JQ, but JQ has the liability to provide carriage (or a refund). It could put you on a flight operated by another airline such as QF, VA, ZL, or another carrier - I suppose it could even a bus or ferry (Spirit of Tasmania?) but if it came to that they would just as easily give you a refund.

 

[Saab34]

When they cancelled my JQ HNL-SYD, they put me on QF automatically. Only a Y Classic Reward too.

 

[kangarooflyer88]

If Qantas issues the ticket for travel on Jetstar you are bound by the Jetstar contract of carriage. Jetstar says they will carry you in the next available flight, and provide meals and accommodation if you are delayed overnight.

Fair point. But is it reasonable to assume that during an IRROPs like this, the notion that the new flight must have classic award availability is a moot one? I always thought when they cancelled a flight from under you like that, all that's needed is availability in the cabin you are travelling (i.e. coach).

When they cancelled my JQ HNL-SYD, they put me on QF automatically. Only a Y Classic Reward too.

That has been my experience in the past, but sadly this wasn't the case here.

 

[Quickstatus]

the notion that the new flight must have classic award availability

Correct, but the replacement ticket will be like for like. Ordinarily they will just take it out of the available pot and make it a classic reward.

 

[kangarooflyer88]

Correct, but the replacement ticket will be like for like. Ordinarily they will just take it out of the available pot and make it a classic reward.

That's what I thought! I was absolutely bewildered when the agent said there must be classic award availability. I'm not looking to book a new flight, I'm simply trying to get re-accomodated on a new flight. And the alternative of cancelling out the flight for a full refund is of course a poor option since that lets Qantas Group off the hook for this stuff up. Obviously I understand why the agent was pushing it but you'd think they wouldn't be so petty with a loyal QFF Gold member.

In hindsight I should've gotten on my eScooter and headed for the QFF call centre here in HBA. No doubt they would've sorted me out fast!

-RooFlyer88

 

[MEL_Traveller]

When they cancelled my JQ HNL-SYD, they put me on QF automatically. Only a Y Classic Reward too.

That’s great, and JQ is able to offer that. But that’s at their option. It’s not an automatic right of the passenger.

 

[kangarooflyer88]

That’s great, and JQ is able to offer that. But that’s at their option. It’s not an automatic right of the passenger.

I think in that case it sort of is. I mean if they don't offer a flight departing back at a reasonable time you could simply book a new flight and make a claim against MC99

 

[MEL_Traveller]

That's what I thought! I was absolutely bewildered when the agent said there must be classic award availability. I'm not looking to book a new flight, I'm simply trying to get re-accomodated on a new flight. And the alternative of cancelling out the flight for a full refund is of course a poor option since that lets Qantas Group off the hook for this stuff up. Obviously I understand why the agent was pushing it but you'd think they wouldn't be so petty with a loyal QFF Gold member.

In hindsight I should've gotten on my eScooter and headed for the QFF call centre here in HBA. No doubt they would've sorted me out fast!

-RooFlyer88

If you go through the QF call centre, they will be looking for award availability on non-QF operated services. They’d have to request a seat be opened up. If you went through the JQ call centre they could transfer you over on their own metal.

Post automatically merged: Apr 2, 2023

I think in that case it sort of is. I mean if they don't offer a flight departing back at a reasonable time you could simply book a new flight and make a claim against MC99

And all the associated costs of a court case if the airline doesn’t honour your claim from the outset. VCAT and similar tribunals in other states won’t handle the matter if it’s cth legislation, as we saw from other threads.

And your claim might fail if the operating airline said they were in the process of making alternative arrangements for you, but you jumped the gun.

 

[elanshin]

That's what I thought! I was absolutely bewildered when the agent said there must be classic award availability. I'm not looking to book a new flight, I'm simply trying to get re-accomodated on a new flight. And the alternative of cancelling out the flight for a full refund is of course a poor option since that lets Qantas Group off the hook for this stuff up. Obviously I understand why the agent was pushing it but you'd think they wouldn't be so petty with a loyal QFF Gold member.

In all honesty, the problem is the agent that you talked to not quite the system. You'd likely get a more flexible and accommodating staff on the ground if you can find one. I've had plenty of agents on the phone tell me things that are definitely wrong and just went screw it, walk up to the service desk at the airport and see what they can do.

 

[Quickstatus]

loyal QFF Gold member.

If WP is the new NB, SG must be the new Tin.

I suspect its because you rang up QF and got somewhere non HBA.
Even so, the assumption is that a QF call centre agent is able to provide alternatives which I think is not necessarily correct.

I suspect for something like an IROPS, there is a group of people in some back office within JQ/QF (maybe aided by some computer) who handle the redistributing of pax to other flights. I don't think the call centre agent is empowered to sort out these matters. For example, they may not able to change available seats on other available flights to a different fare class - this is seen when WP are requesting a U seat release. The call centre agent is only able to put in the request. The change comes from a back office operation. It is also possible that they are empowered to make changes within cabin classes for certain fares but Classic rewards fare types may be beyond their pay grade.

Obviously P1 and CLPO travellers have their own special team.

 

[Saab34]

It’s all the same balance sheet JQ/QF you would think they would do what is financially better for them, in many cases that is putting them on a QF flights vs putting up in accommodation overnight etc.

 

[Quickstatus]

It’s all the same balance sheet JQ/QF

True, the airlines will always do what is best... for them. The issue here is who has the pay grade to make the change. I suspect the QF call centre is unable and it has to come from some faceless section of the Group - which it did - alternatives were made available and were visible within the booking website.

 

[DejaBrew]

access to Qantas' flagship lounge at Hobart

The replacement flight does not have to be operated by JQ, but JQ has the liability to provide carriage (or a refund). It could put you on a flight operated by another airline such as QF, VA, ZL, or another carrier - I suppose it could even a bus or ferry (Spirit of Tasmania?) but if it came to that they would just as easily give you a refund.

^ This. I've had QF-ticketed flights SYD->LHR->AMS where QF1 arrived late into LHR and we missed the BA-operated connection. QF/BA opted to book us onto a KLM flight instead (which was not ideal given lounge access was not reciprocated/offered. Of course in saying that, the switch to a non-OWA airline to get us to the destination in a "timely" manner was QF/BA's prerogative and in the grand scheme of things, was preferable to completely screwing up the rest of the travel schedule).