Qantas reward flights with CX changed so we depart Hong Kong before we arrive there

[Bob]

Just got an email from Qantas advising me that the second leg of our flight LHR-HKG-BNE has been moved to before the first leg.

It is one booking.
Any suggestions as to the best way to get this fixed without having to spend multiple hours on hold to a CC?
Thanks in advance

 

[jrbridge]

I had almost the same thing last week. Our LHR-HKG and HKG-KUL on CX were moved back by 4 hours. This meant that our MH flights to SYD left 1:25 before we arrived in KUL. I just rang the 131131 number at 2:30AM and got straight through to the Fiji call centre. It all went quite smoothly I think. They changed us to a direct KUL-ADL flight.
The only thing I'm concerned about is that it says Waitlisted. I don't know how long it takes to ticket. On ExpertFlyer there are lots of Business Seats but it shows no Partner Award. I'm hoping it goes through.
Our flights are a couple of weeks after yours.

 

[jpp42]

Is there any indication that HKG transits will even be allowed in September? I would be concerned about that with any HKG itinerary. Also, if Cathay Pacific is even still in business then.

 

[kangarooflyer88]

I fail to see what the problem is with this new itinerary. You are leaving Hong Kong before you arrive in Hong Kong but that's not an issue since Uncle Alan has created a time machine to allow us to travel back in time to take the required flights for the space-time continuum to hold.

Joking aside, your best bet is to call QF to get this sorted. Be sure to have several flight options available on QF and other OneWorld airlines like Japan Air, FinnAir, and Cathay Pacific and American Airlines. Since they were the ones making the change they are ultimately responsible to get you to your final destination around the time you want. The agent should have the authority to book whatever flights are necessary so long as it's within the alliance and there is availability in the cabin you are booked in (i.e. business, premium economy, economy, first, etc.).

You can certainly try your luck with the online rebooking tools but from my experience, they can barely handle simple changes to domestic itineraries and I fail to see how they will handle international itineraries particularly when it involves other airlines.

-RooFlyer88

 

[justinbrett]

I would be using this as an out to get booked on another airline.

If I was booked on CX - award or revenue - I'd be sweating right now. Things do not look good.

 

[kangarooflyer88]

I would be using this as an out to get booked on another airline.

If I was booked on CX - award or revenue - I'd be sweating right now. Things do not look good.

Correct. And so long as they aren't playing around with dates, they should be able to make Qantas open up a J award seat for them to ensure they depart as planned on that date. Here are some potential itineraries on QF metal that are showing business class availability on the 9th of September:

• Option 1: London Heathrow to Brisbane via Perth:
  • QF10 : Departs Heathrow at 11:55 AM arrives in Perth at 11:40 AM on the 10th
  • QF938: Departs Perth at 1 PM arrives in Brisbane at 7:20 PM
• Option 2: London Heathrow to Brisbane via Singapore
  • QF2: Departs Heathrow at 9:05 PM arrives in Singapore at 5:25 PM on the 10th
  • QF52: Departs Singapore at 8:30 PM arrives in Brisbane at 6:05 AM on the 11th
• Option 3: London Heathrow to Brisbane via Sydney:
  • QF2: Departs Heathrow at 9:05 PM arrives in Sydney at 5:10 AM on the 11th
  • QF504: Departs Sydney at 7:05 AM arrives in Brisbane at 8:35 AM

Hope that helps.

-RooFlyer88

 

[kelvedon]

Is there any indication that HKG transits will even be allowed in September? I would be concerned about that with any HKG itinerary. Also, if Cathay Pacific is even still in business then.

Yes transits are now allowed at HKG as long as the flights are on one ticket and within 24 hours

https://www.cathaypacific.com/cx/en_US/covid-19/hong-kong-travel-restrictions.html

 

[kangarooflyer88]

Yes transits are now allowed at HKG as long as the flights are on one ticket and within 24 hours

https://www.cathaypacific.com/cx/en_US/covid-19/hong-kong-travel-restrictions.html

While it may be permissible to transit via HKG, it certainly isn't advisable given how quickly the rules can change over there. Keep in mind too that even if you are transiting you still must undergo a COVID-19 test.This is not true if you transit via SIN or PER. Another negative against CX is they aren't the most stable airline with their schedules constantly changing. Lastly HKG airport from what I read is a virtual ghost town. Everything is closed and cancelled. If I was travelling in J, I would gladly take an LAX or LGA over the dump that is now HKG

-RooFlyer88

 

[jpp42]

I would gladly take an LAX or LGA over the dump that is now HKG

A bit off topic, but in case you weren't aware, the new LGA terminal has opened and vastly improves the experience there. It won an award for best new airport.

 

[justinbrett]

A bit off topic, but in case you weren't aware, the new LGA terminal has opened and vastly improves the experience there. It won an award for best new airport.

Was just about to say that. It’s fantastic.

 

[MrJetset]

Once again, this is a known issue discussed in countless threads.

 

[sudoer]

And so long as they aren't playing around with dates, they should be able to make Qantas open up a J award seat for them to ensure they depart as planned on that date.

Anyone who can get Qantas to convert their own revenue J seats due to a CX schedule change should be buying a lottery ticket.

 

[kangarooflyer88]

Anyone who can get Qantas to convert their own revenue J seats due to a CX schedule change should be buying a lottery ticket.

In fairness though this is a QF ticket and presumably QF marketed flights, so at the end of the day QF holds the bag for this trip.

I should also point out that as it presently stands CX is not operating any flights between LHR and BNE, so they could certainly make an argument for QF to rebook them on their metal to maintain their departure date:

In addition, since the poster is departing from a European port, things like EU261 could also potentially apply here as well, which among other things means QF owes them a duty of care in their travels.

-RooFlyer88

 

[Princess Fiona]

In fairness though this is a QF ticket and presumably QF marketed flights, so at the end of the day QF holds the bag for this trip.

I should also point out that as it presently stands CX is not operating any flights between LHR and BNE, so they could certainly make an argument for QF to rebook them on their metal to maintain their departure date:View attachment 277086

In addition, since the poster is departing from a European port, things like EU261 could also potentially apply here as well, which among other things means QF owes them a duty of care in their travels.

-RooFlyer88

QF owes them nothing under EU261
The cancellation of the original flight is well outside 14 days and QF is not the operating carrier anyway

 

[kangarooflyer88]

QF owes them nothing under EU261
The cancellation of the original flight is well outside 14 days and QF is not the operating carrier anyway

Regardless, they should push for rebooking on that date preferably on QF metal given the points mentioned above. That CX is not operating LHR to BNE on the 9th, should also be another point in favour of the traveller too!

-RooFlyer88

 

[I love to travel]

I had almost the same thing last week. Our LHR-HKG and HKG-KUL on CX were moved back by 4 hours. This meant that our MH flights to SYD left 1:25 before we arrived in KUL. I just rang the 131131 number at 2:30AM and got straight through to the Fiji call centre. It all went quite smoothly I think. They changed us to a direct KUL-ADL flight.
The only thing I'm concerned about is that it says Waitlisted. I don't know how long it takes to ticket. On ExpertFlyer there are lots of Business Seats but it shows no Partner Award. I'm hoping it goes through.
Our flights are a couple of weeks after yours.

Wait listed is a problem, should be confirmed. I would ring back if you haven't got an email ticket yet.

 

[sudoer]

this is a QF ticket and presumably QF marketed flights, so at the end of the day QF holds the bag for this trip.

Not withstanding the fact that Qantas has not relaunched the BNE-HKG route, you can't make the assumption that a QF-issued award ticket contains QF marketed flights.

The schedule times shown are all CX marketed flights. (CX252 LHR-HKG CX157 HKG-BNE)

QF is under no obligation to accommodate a traveller on QF metal when their partner award flights have been cancelled/rescheduled. They will simply refund the booking if there is no award availabilty.

 

[Princess Fiona]

Regardless, they should push for rebooking on that date preferably on QF metal given the points mentioned above. That CX is not operating LHR to BNE on the 9th, should also be another point in favour of the traveller too!

-RooFlyer88

QF are currently selling J returns to LHR for $13K and people are buying the tickets.
It’s not remotely plausible that they will re-book everyone affected by the mess that’s CX Awards onto revenue J seats.

By all means worth trying but pretty much zero chance.
Realistically all you will get is the points and $ back.
There are a lots of people on AS/ AA/ /BA etc issued Awards on CX. None of them are getting rebooked on revenue tickets either.

 

[Lynda2475]

you can't make the assumption that a QF-issued award ticket contains QF marketed flights.

In my exerience they never do. Whilst revenue tickets purchased from QF operated by another carrier often have the QF flight number, CA & OWA always have the operating carriers flight number.

 

[sudoer]

In my exerience they never do.

They do when there are QF operated flights in the booking...

That's the only scenario I've found when Qantas will open up revenue seats - when they have rescheduled or cancelled flights of their own accord.