poor recognition of Oneworld status and pathetic response from Qantas CS

[ermen]

I'm QF WP but this has lately been gained through CX J flights given that I am now based in HKG.
So am I more valuable to QF or CX?

 

[zachary.august]

Yes I do. It's about punctuality. It shouldn't have to do with the passenger's plans at the arrival point at all - although having ongoing flights is a compelling reason to expect punctuality. Qantas does have a Customer Charter regarding punctuality. But there's no absolute commitment to offer flight alternatives after a certain amount of delay. They just say "we will do all we can to fix the problem and keep you informed of developments and the choices that are available to you."

A flexible ticket can give a passenger an option to change flights regardless of if their original flight is on time or not. But what I'm suggesting is that when a flight is significantly delayed, all passengers booked on that flight should have an opportunity to move to earlier flight, at their request, if they can be accommodated. The restricting fare rule under these circumstances should be waived.

And from re-reading post #1 it seems that Qantas did exactly that but only when the OP's flight delay went to 60 minutes. But the OP could not to take the earlier fight because their checked luggage could not be moved in time. Bad luck for the OP by 5 minutes!

The OP thought a 30 minute delay was enough to have the fare rules waived. And Qantas was prepared to waive them for a 60 minute delay. Qantas themselves say that a delay of more than 45 minutes is when they will notify passengers.

Perhaps some clarity about exactly how and when the Qantas Customer Charter on punctuality will be applied?

If you want the ability to change with ease then stump up for a more expensive ticket. The OP could've taken that change with the different fare buckets by paying to 'upgrade' his fare class. What's the incentive of buying a flexible ticket if every shmuck on a Red E Deal can change?

 

[JohnPhelan]

I'm QF WP but this has lately been gained through CX J flights given that I am now based in HKG.
So am I more valuable to QF or CX?

Without doubt, much more valuable to CX.

 

[samh004]

I'm QF WP but this has lately been gained through CX J flights given that I am now based in HKG.
So am I more valuable to QF or CX?

Still QF as that's where your points are...

And different view to above

 

[Austman]

If you want the ability to change with ease then stump up for a more expensive ticket. The OP could've taken that change with the different fare buckets by paying to 'upgrade' his fare class. What's the incentive of buying a flexible ticket if every shmuck on a Red E Deal can change?

Oh for goodness sakes! This is not about being able to change flights with ease on cheaper tickets. It's about being able to change when your booked flight has been delayed to get another flight that will get you to your destination as close as possible to your originally scheduled time.

Qantas even say they'll do this! But exactly when and how does it apply?

2. We are committed to getting you and your bags to your destination on time

Our aim is to get you to your destination on time, every time, with your baggage. We invest significantly in flight punctuality and led the industry in on-time domestic departures and arrivals in 2009.

 

[Austman]

Out of curiosity, what is the close off for UA check in, as I am trying to work out the time between flights.

60 mins it seems. So even if the OP had allowed a 3 hour 'connection' time in Sydney (to collect bags and get over to the international check-in) , they still might have missed the UA cut-off due to the 90 minute delay on the Qantas flight. I suppose allowing for a 2 hour connection time plus a possible 2 hour incoming flight delay would have been wise? Even then, separate tickets are always risky...

 

[drron]

Oh for goodness sakes! This is not about being able to change flights with ease on cheaper tickets. It's about being able to change when your booked flight has been delayed to get another flight that will get you to your destination as close as possible to your originally scheduled time.

Qantas even say they'll do this! But exactly when and how does it apply?

Your quote from QF actually says nothing about being allowed to change flights does it.It certainly can be read as they will do everything possible to get the scheduled flight out on time.

 

[Archphoto]

Maybe I missed it, but why didn't the OP check the baggage all the way through in the first place? I *always* check it through from the starting point, simply because I don't want the hassle of collecting and re-checking. (Means I spend less time in the QP )

 

[mannej]

Maybe I missed it, but why didn't the OP check the baggage all the way through in the first place? I *always* check it through from the starting point, simply because I don't want the hassle of collecting and re-checking. (Means I spend less time in the QP )

If the tickets were separate, QF as per their guidelines will only check the bags to SYD in the OP's situation.

 

[Austman]

Your quote from QF actually says nothing about being allowed to change flights does it.It certainly can be read as they will do everything possible to get the scheduled flight out on time.

There is part 3 of the Customer Charter too... And of course The Conditions of Carriage, section 9, where Qantas states "Schedules Not Guaranteed" but goes on to state:

9.2 Late or Cancelled Flights (Events Beyond Our Control)

Where your flight is delayed or cancelled as a result of an Event Beyond our Control, whether you have checked in or not, we will:

• use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you
• alternatively, if we are unable to rebook you on services acceptable to you, we will refund the applicable fare.

Event Beyond our Control means an unusual and unforeseen circumstance which we cannot control and the consequences of which we could not have avoided.

We know Qantas can and does offer to move passengers on delayed flights. They even eventually offered it to the OP. The question is when should they do it? They said "no" for a 30 mins delay and "yes" when it became a 60 mins delay.

 

[drron]

There is part 3 of the Customer Charter too... And of course The Conditions of Carriage, section 9, where Qantas states "Schedules Not Guaranteed" but goes on to state:


We know Qantas can and does offer to move passengers on delayed flights. They even eventually offered it to the OP. The question is when should they do it? They said "no" for a 30 mins delay and "yes" when it became a 60 mins delay.

And I would think that a 30 minute delay should not automatically mean a change of flight and QF are being more than reasonable offering it with a 60 minute delay.
And by the way seeing there were earlier flights why did the OP not book these originally?Maybe to save a few dollars?I certainly would not book a flight where a 60 minute delay would mean a chance of making an unrelated and unprotected connection.

 

[simongr]

Austman - I understand the point you are making that it would have cost QF nothing to accommodate the pax but the knock effect then is that the pax will continue to buy non-flex tickets and so will everyone. If you know that you don't need to get a flex ticket to get flex conditions then why buy flex tickets?

 

[Austman]

I certainly would not book a flight where a 60 minute delay would mean a chance of making an unrelated and unprotected connection.

Me neither! But how many hours should you allow? Three, four, six? I'm guessing the OP allowed three.

And there'd be no guarantee that Qantas could accommodate you on alternative flights anyway (they might be full or non-existent).

But all of the above wasn't really the issue - the OP hoped Qantas would have allowed the move at a 30 minute delay when flight alternatives were available. Qantas said no simply based on fare rules. It did become a 90 minute delay by the way.

 

[Austman]

Austman - I understand the point you are making that it would have cost QF nothing to accommodate the pax but the knock effect then is that the pax will continue to buy non-flex tickets and so will everyone. If you know that you don't need to get a flex ticket to get flex conditions then why buy flex tickets?

Yes I agree too. But the OP didn't need flexibility - they needed punctuality. And Qantas does have commitments to punctuality.

 

[mannej]

Yes I agree too. But the OP didn't need flexibility - they needed punctuality. And Qantas does have commitments to punctuality.

Actually that commitment is lip service, as those scheduled times do not form part of the conditions of carriage.

 

[Baysider]

Just a quick response in relation to the original subject matter, I have usually found that recognition of OneWorld status with other OneWorld members is almost non-existent, have been very disappointed many times. Star Alliance seem to be far better at recognising status across their member airlines.

 

[Austman]

Actually that commitment is lip service, as those scheduled times do not form part of the conditions of carriage.

The Conditions of Carriage, section 9 is lip service? Is that what you are saying?

 

[mannej]

The Conditions of Carriage, section 9 is lip service? Is that what you are saying?

I'd need to pull my last eticket out but I am almost certain the conditions on it state that flight times etc do not form part of the CoC, and are not guaranteed.

 

[NM]

Me neither! But how many hours should you allow? Three, four, six? I'm guessing the OP allowed three.

If on separate tickets I personally would make it an overnight connection. Travel BNE-SYD in the evening, stay overnight, then get myself to the airport for the following day's flight. But then again, I am very conservative when it comes to such "connections". If it was very important that I make the SYD-SFO flight, then I would get myself to SYD the night before even if on the same ticket. I have done this many times. But even then I have no control over things like the SYD-SFO flight being delayed or cancelled due to many factors (inbound aircraft diverted, aircraft goes tech etc).

 

[Flying mermaid]

If on separate tickets I personally would make it an overnight connection. Travel BNE-SYD in the evening, stay overnight, then get myself to the airport for the following day's flight. But then again, I am very conservative when it comes to such "connections". If it was very important that I make the SYD-SFO flight, then I would get myself to SYD the night before even if on the same ticket. I have done this many times. But even then I have no control over things like the SYD-SFO flight being delayed or cancelled due to many factors (inbound aircraft diverted, aircraft goes tech etc).

I am with you - we often overnight in Sydney if we have an 11am flight out rather than take the risk, even when it s on the same ticket. I typically leave 4 hour connection times for international and yes it is annoying when everything flows and you sit in the lounge for ages but there have been many times when I have been grateful.