Help - Flight cancellation by QF/EK - No notification

[drcrox]

It's been a while since I have posted, but need some help from forum members please. Whilst checking upcoming QF bookings on their website this evening, I discovered a date change on the second outbound leg of a MEL-LED return itinerary. The flight was booked via AMEX Online Travel in late July for travel on Nov 29. Having contacted QF via the online chat facility I was informed that the DXB-LED sector on Nov 29 was cancelled on Sep 26 and that I was simply moved onto a flight 24 hours later on Nov 30. I have contacted AMEX Platinum Travel this evening who can see that the sector is ticketed but not confirmed, and they have received nothing from Qantas explaining why, or that any other flight has been allocated.

So currently I am now expected to spend 26.5 hours in Dubai on the current itinerary. AMEX Travel will contact Qantas to look at options, but currently there is no obvious way to fix the problem. I am EXTREMELY unhappy that a cancellation made 2.5 weeks ago was not communicated to either myself or AMEX Travel. It is now likely that I will occur significant additional costs if I need to cancel the flight and rebook with another airline (flight in booked in J on QF sale in July). I have no desire to spend a day in Dubai (one of the reasons for booking the itinerary was that it was the most direct flight and avoided any leg on a domestic Russian airline to get to St Petersburg). Additionally, the status credits earned on the flight will lift my QF status to Gold - if I cancel, I lose the opportunity for an increase in status.

Does anyone have advice about the best way to tackle this? I am most concerned that at no point was I notified by the airline about the change. There is now less choice available to me, and likely further cost incurred.

Grateful for your help.
Matt

 

[Hvr]

What airlines are you actually travelling on? QF don't fly to either destination. I.e. DXB or LED,

Could you ask for a change from your TA to fly to LHR on QF then to LED on BA?

 

[drcrox]

The flights are on EK aircraft, codeshare with QF. Assume that it is EK who have cancelled the flight, but it should have been QF who sent notification as my booking has QF flight numbers - and they have my $$$.
I will ask AMEX Travel to look at all options, but I was keen for a 1 stop journey if possible.

 

[Hvr]

I will ask AMEX Travel to look at all options,

It's better to tell them the options that actually suit you. There are lots of different routes to get to LED and they will pick the cheapest one to get you there.

If you give them the flights and dates that suit you, including QF flight numbers as required, and tell them that you want one of those options, then they will be focussed on your requirements rather than their minimum standards.

 

[juddles]

....... Whilst checking upcoming QF bookings on their website this evening, I discovered a date change .......... The flight was booked via AMEX Online Travel .......... I have contacted AMEX Platinum Travel ...... and they have received nothing from Qantas explaining why, or that any other flight has been allocated......... I am EXTREMELY unhappy that a cancellation made 2.5 weeks ago was not communicated to either myself or AMEX Travel. ......
Matt

Hey there Matt, I understand your angst, but I feel you are barking at the wrong tree.

My understanding of your ticket is the following:

1.- It is Emirates aircraft and routes.
2.- These can be purchased as a Qantas codeshare.
3.- You purchased the tickets via a third-party (Amex On,line Travel)
4.- Amex Online Travel took your money and purchased these EK flights butdid so using QF codeshares.
5.- You discovered a problem in your own time.
6.- The people who took your money (Amex Online) claim they were not advised by Qantas that Emirates had changed a flight??
7.- You blame Qantas??

 

[juddles]

The correct tree to bark at is your travel agent. They should be your filter, your facilitator, your solution. If they are not this, they are worthless and a bad mistake.

 

[Quickstatus]

I would try to see if AMEX online can move you to a later MEL-DXB sector.

Unfortunately as Amex online took your $$$ you need to deal with then

Every time a codeshare is booked, 2 booking references (PNR) are created - one codeshare one operating airline. In this case It’s no use accessing the booking with the codeshare airline’s website. While EK will recognise the QF PNR in its website (“manage my booking”) it will show the real EK PNR. Record the EK PNR

As EK has changed your itinerary you should be able to change your flights FOC (assuming availability)

The problem is that it’s a QFcodeshare and a Travel agent is in the mix. So there are 3 beneficial parties apart from you with various inter party relationships and agreements. So changing might me more difficult than usual

For now deal with TA as suggested by @juddles .Additionally see if the EK website gives you an option to change using the EK PNR

Next time when you book any codeshare, find the operating airline PNR. Then go into your booking and add your contact details in the operating airline’s website. It’s likely that EK did not have your contact details. Don’t assume they will tell QF or Your TA.

Many TA are notoriously bad in checking that your contact details are in both systems.

 

[RooFlyer]

Next time when you book any codeshare, find the operating airline PNR. Then go into your booking and add your contact details in the operating airline’s website. It’s likely that EK did not have your contact details. Don’t assume they will tell QF or Your TA.

Many TA are notoriously bad in checking that your contact details are in both systems.

Good advice.

 

[opusman]

Unfortunately when you book with a travel agent and not direct with the airline, all communication from the airline goes to your TA. It's up to them to let you know of flight changes.

 

[Pushka]

I just called Amex Travel as I goofed up a booking for next week. I groaned when I couldn’t change it online but they were fantastic to deal with. Try right now and be very pleasant and you might have some luck but be clear as others have advised as to what you want. They can’t waive any Carrier invoked charges but given there was a flight change they might have some leverage.

 

[serfty]

What airline ticketed your reservation? (QF stats with 081- and EK's starts with 176-).

If 081- (Qantas) then read here: Qantas and Other Airline Schedule Change Policy

 

[Quickstatus]

Unfortunately when you book with a travel agent and not direct with the airline, all communication from the airline goes to your TA. It's up to them to let you know of flight changes.

Yes that is what should happen. However that’s also the problem - an EK operated flight codeshared with QF sold by a TA. Like Chinese whispers the communication pathway is unlikely to be robust or guaranteed.

Is the communication pathway EK-QF-TA-Passenger?. Alternatively can it be EK-Pax?.

In this case QF effectively/functionally is a TA. So you are buying a ticket from a TA who buys it from another TA who gets the seat from EK. In short - messy.

 

[MEL_Traveller]

Does anyone have advice about the best way to tackle this? I am most concerned that at no point was I notified by the airline about the change. There is now less choice available to me, and likely further cost incurred.

Grateful for your help.
Matt

It shouldn't be the case of additional cost or potential loss of status.

Whichever routing you end up on you can apply to Qantas for an original routing credit. Do this after the flight, presenting your old itinerary, evidence of the cancellation, and your new flights. If the new flights provide fewer SCs than the old ones, you can claim what you were origianlly entitled.

If you do end up staying 24 hours in DXB either the airline shoud provide you with a stopover hotel, or worst case your travel insurance may cover those costs (delay exceeding 6 hours).