VA cancelled half my trip - no notification

[justinbrett]

I must be one the 795 people. Appalling no-one from VA contacted me.

795 is VA’s ticket number prefix (QF is 081).

It doesn’t mean 795x tickets.

 

[AisleSeat]

795 is VA’s ticket number prefix (QF is 081).

It doesn’t mean 795x tickets.

Oh, well, I referenced that in my email to VA. Couldn't use the standard complaint form as neither Singapore or Hong Kong appear in the destination list.

 

[ben95]

There is a known IT issue with VA/SQ tickets automatically cancelling:

This waiver seems to allow you to be rebooked onto the underlying SQ coded flights after the VA codeshare were inadvertently cancelled. Those are unlikely to be completely full so far out.

 

[muppet]

This waiver seems to allow you to be rebooked onto the underlying SQ coded flights after the VA codeshare were inadvertently cancelled. Those are unlikely to be completely full so far out.

Yes the doc seems to have been updated, the first version only offered rebooking on VA codes. This one even allows re-route provided O/D remains the same.

 

[lovestotravel]

Yes the doc seems to have been updated, the first version only offered rebooking on VA codes. This one even allows re-route provided O/D remains the same.

Yes when I looked last night, this was not there

"SQ Marketed Flights operated by Singapore Airlines"

Makes sense as the issue is VA not seeing availability on the SQ flights.

This waiver seems to allow you to be rebooked onto the underlying SQ coded flights after the VA codeshare were inadvertently cancelled. Those are unlikely to be completely full so far out.

Correct, plenty of seats!

 

[henrus]

Yes the doc seems to have been updated

Yes also changed to allow rebooking on days +/-3 days either side.

 

[justinbrett]

Yes the doc seems to have been updated, the first version only offered rebooking on VA codes. This one even allows re-route provided O/D remains the same.

Yes I didn’t see the point of the original doc, sure you can rebook if the codeshare was cancelled, but only onto the codeshare, which of course, is cancelled.

 

[henrus]

Yes I didn’t see the point of the original doc, sure you can rebook if the codeshare was cancelled, but only onto the codeshare, which of course, is cancelled.

I think it's turned into a bigger issue then originally thought. The original issue seemed to be a link between SQ/VA systems meaning it would auto cancel but now it also seems to have impacted fare availability (VA marketed/SQ operated) hence the allowance for rebooking on SQ codes as well. There are still some flights displaying VA*SQ fares but I think some sooner months have been zeroed out which isn't helping.

Sadly it's not clear how widespread this issue is but also it hasn't been picked up in the media (even by just the travel websites) meaning aside from this thread it's not really clear what's going on hence it leads to speculation that VA/QR tie ups could be causing this.

 

[AisleSeat]

Little update.

I wrote a letter of complaint and received a pretty generic reply.

Then I received an official "important travel information" email informing me that my flight was cancelled. Absolute shambles over at VA.

 

[kangarooflyer88]

I rang them back. This rep was very helpful and confirmed there's no other flights so offered me a full refund. Now looking for alternative flights

When an airline cancels a flight the onus is on them to rebook you. It doesn’t matter if there are no award seats available on the date, they need to open their wallets and pay for a new ticket. It’s their problem they chose to cancel they have to eat the costs it’s the cost of doing business. Now if they refuse to rebook you I’d keep a recording of that and tell them you’ll rebook yourself and send them the bill.

If they refuse to rebook or compensation you for you rebooking yourself, you can sue them and/or take them to tribunal to recover all costs. There’s three things they did by refusing a rebook. First, they are violating the Australian Consumer Guarantee which obligates carriers to provide alternate travel during a cancellation, second it’s a simple breach of contract and third it’s a violation of Articles 19 and 26 of the Montreal Convention on international travel (which is Australian law) which hold airlines liable for up to $7000 in damages due to flight disruptions

 

[kangarooflyer88]

Just thought I'd add the specifics from the ACCC which outline your consumer rights during a cancellation (this is in addition to the theory of breach of contract and Montreal Convention):

Rights if services aren't provided in a reasonable time​

The consumer guarantee that services are provided within a reasonable time is especially relevant to travel services. When a travel service is delayed or cancelled, it may mean this guarantee has not been met, depending on:

• the length of the delay
• whether the delay or cancellation was within the travel service provider's control
• whether the travel service provider moved the consumer to a different service at an alternative time
• when that alternative service is.

If that replacement service is not within a reasonable time, the travel service provider must give the consumer their choice of a different replacement service or refund.

If the consumer had to book a new flight with another airline because the airline they had originally booked with had no reasonable replacement flights, they may have a right to reimbursement from the original airline for the cost of that flight.

Important in all of this is it is the consumer not the airline who can choose whether to request a refund or a replacement service. The airline cannot force a refund on you if they cannot find a suitable flight. And indeed, I almost always discourage anyone from seeking a refund since it allows the airline to wash its hands of the mess they created. Sure you'll get your points back but now you'll have to book a new flight at increased costs whereas forcing the airline to fix their mess is not only free, but often times can be quite valuable. For instance, when Air Canada cancelled their award flight with me to Seoul, I forced them to book me on Asiana business class, which ended up being a revenue fare attracting status credits and frequent flyer points. Not bad for a business class redemption award!

-RooFlyer88

 

[justinbrett]

When an airline cancels a flight the onus is on them to rebook you. It doesn’t matter if there are no award seats available on the date, they need to open their wallets and pay for a new ticket. It’s their problem they chose to cancel they have to eat the costs it’s the cost of doing business. Now if they refuse to rebook you I’d keep a recording of that and tell them you’ll rebook yourself and send them the bill.

If they refuse to rebook or compensation you for you rebooking yourself, you can sue them and/or take them to tribunal to recover all costs. There’s three things they did by refusing a rebook. First, they are violating the Australian Consumer Guarantee which obligates carriers to provide alternate travel during a cancellation, second it’s a simple breach of contract and third it’s a violation of Articles 19 and 26 of the Montreal Convention on international travel (which is Australian law) which hold airlines liable for up to the $7000 in damages due to flight disruptions

Except VA would say the cancellation was outside of their control (SQ) and its liability is limited to a full refund.

That’s why QF rebooks you if it’s their own cancellation, but not usually when it’s a third party airline.

 

[kangarooflyer88]

Except VA would say the cancellation was outside of their control (SQ) and its liability is limited to a full refund.

That’s why QF rebooks you if it’s their own cancellation, but not usually when it’s a third party airline.

That’s contrary to Australian Consumer Law, contract law and the Montreal Convention. At the end of the day they agreeed to get you there and failed in that commitment.

 

[justinbrett]

That’s contrary to Australian Consumer Law, contract law and the Montreal Convention. At the end of the day they agreeed to get you there and failed in that commitment.

And the remedy is a refund.

 

[kangarooflyer88]

And the remedy is a refund.

It’s the consumers choice whether they want a refund or rebooking and as indicated earlier insisting on a rebooking is your best bet