Accomodation for Cancelled Qantas Link Flights due to Weather | Australian Frequent Flyer
Australian Frequent Flyer

Welcome to Australia's leading independent Frequent Flyer and Travel Resource since 1998!
Our site contains tons of information that will improve your travel experience.

Joining AFF is fast, simple & absolutely free - register now and take immediate advantage of these great BENEFITS.

Once registered, this box will disappear. And you will see fewer advertisements :)

Accomodation for Cancelled Qantas Link Flights due to Weather

Nickk17

Junior Member
Joined
Jan 8, 2018
Messages
21
Hi All,

I just wanted to share a recent (and first-time) experience I had regarding a cancelled Qantas Link flight out of Sydney due to weather. Hoping to gain some additional knowledge in case this happens to me again.

I had arrived in Sydney at 6am on the red-eye from Perth, and left the terminal to attend meetings. At 1pm, I received a text message informing me that my outbound flight dep. 3pm, to TMW was cancelled, and an alternative flight, at 8am the next day was offered to me in the Qantas App.

I ended up calling reservations (13 13 13), to request the reason for the cancellation, as well as accomodation, and changing my outbound flight to the same flight number (3pm departure), the next day. They were able to confirm accomodation for me, and fulfil my alternative flight request, but I was instructed to return to SYD to un-check my baggage so they could process my new flights.

When I got back to SYD, I was told by the QantasLink service desk (near gate 1C), that because the flight cancellation was due to weather and not engineering, none of the other affected pax were given food/accomodation vouchers and were required to sort their own stuff out. (Most pax departed on other flights the next day, just as I did. When I explained to the QantasLink staff that reservations organised accommodation for me, they were quite shocked, indicating that I was 'very lucky'.

I was a bit confused by the whole situation, and had a few questions I was hoping other FF's with more experience could answer.

- Could my status (SG) (or QBR membership) have had anything to do with the reservations team giving me accomodation for the night?
- Is it standard procedure for accomodation to NOT be provided for weather delays? (I assume yes).
- Is it possible that my request for accomodation was aided by the fact I wasn't in my home port?
- Was I just randomly lucky that the call centre agent was able to organise accomodation for me despite the reason for cancellation?

Another thing, my accomodation vouchers were received from someone with an e-mail signature indicating they were based out of Hobart. I heard the 'premium' reservations call centre is in Hobart. Ever since qualifying for SG, whenever calling, the staff always open with 'Welcome to Qantas Premium', does this call centre have any additional leeway when it comes to organising these sorts of things?

Would love to hear others experiences when placed in similar situations!

Many thanks.
 

BAM1748

AFF Supporter
Joined
Jul 22, 2008
Messages
5,382
Luck I'd suggest. Calling and speaking to the 'right' person.
 

kookaburra75

Member
Joined
Mar 26, 2017
Messages
421
Flights
My Map
Earlier this year, when travelling from Canberra to Bundaberg, via Sydney and Brisbane, due to bad weather conditions, the QantasLink flight from Brisbane to Bundaberg was cancelled late in the evening, and other regional flights out of Brisbane. We and the other affected passengers were booked accom, given taxi vouchers and $50/head credit at the motel for meals etc. It seemed to be a regular event as they were very well organised and the minute they announced the flight/s were cancelled they had all of the paperwork, names etc lined up and off we went. The next morning a mini bus picked everyone up and got us back to the airport and on the morning flight to Bundaberg.

Sounds like Sydney is a different matter - but it shouldn't be. One time in Sydney, a flight was delayed due to bad weather and they couldn't get out before the curfew - and they put us up.
 

kookaburra75

Member
Joined
Mar 26, 2017
Messages
421
Flights
My Map
Hi All,

I had arrived in Sydney at 6am on the red-eye from Perth, and left the terminal to attend meetings. At 1pm, I received a text message informing me that my outbound flight dep. 3pm, to TMW was cancelled, and an alternative flight, at 8am the next day was offered to me in the Qantas App.

They were able to confirm accomodation for me, and fulfil my alternative flight request, but I was instructed to return to SYD to un-check my baggage so they could process my new flights.

Would love to hear others experiences when placed in similar situations!

Many thanks.
I just read back through your post - and realised you had checked your bags right through to Tamworth - so you "enroute" while in Sydney. That is why they had to put you up for the night - as you had no where to go. If someone on the Tamworth flight was a Sydney local, they wouldn't have to put them up, as they could go home for the night - hence the reaction of the check in staff.
 

Nickk17

Junior Member
Joined
Jan 8, 2018
Messages
21
I just read back through your post - and realised you had checked your bags right through to Tamworth - so you "enroute" while in Sydney. That is why they had to put you up for the night - as you had no where to go. If someone on the Tamworth flight was a Sydney local, they wouldn't have to put them up, as they could go home for the night - hence the reaction of the check in staff.
Yeah, thats what I would have assumed. I did mention that SYD wasn't my home port to the QantasLink staff, but they said they provided the same outcome (no accomodation, food vouchers, etc) for everyone on the flight, regardless of if SYD was their home port. Weird. Seems like you were treated right in Brisbane.
 

Ewing

AFF Supporter
Joined
Jun 22, 2006
Messages
2,437
Flights
My Map
In my experience with cancellations (including weather), Qantas Mainline are quite forthcoming with accommodation/etc but QantasLink you will need to push for it.

I had one incident a few years ago where I was stuck in HVB and the QantasLink staff outright refused to arrange any accommodation for us and simply said come back tomorrow. I called the Premium desk, had accommodation organised for myself, and then asked the agent "what about the rest of the passengers?".

I was placed on hold, the agent at HVB received a phone call telling him unequivocally that they *will* be arranging accommodation and transport, and to get a move on before it's too late.

The death glare I had from the agent, and the thanks from the other passengers as we were all boarding transport to the Mantra made it all worth it :)
 

Nickk17

Junior Member
Joined
Jan 8, 2018
Messages
21
In my experience with cancellations (including weather), Qantas Mainline are quite forthcoming with accommodation/etc but QantasLink you will need to push for it.
Hmmm yeah, I will keep that in mind for the future. Thanks.

I was placed on hold, the agent at HVB received a phone call telling him unequivocally that they *will* be arranging accommodation and transport, and to get a move on before it's too late.
That sounds awesome, made me laugh!
 

justinbrett

Active Member
Joined
Mar 6, 2006
Messages
880
Qantas are an exception to this - especially if you are already in transit. No hope if you are in your home port, and slightly less if you are in your destination port returning home. I guess they see it as their responsibility to get you from A to C, and now you're stuck in B, you didn't ask to stay there, so they'll cover it.

Plenty of news stories about Virgin / Jetstar / Tiger passengers being "stranded" but Qantas often looks after its passengers. I know of people last weekend flying Virgin (during the massive East coast delays) who were told they couldn't make their connection in Brisbane so both flights were delayed until the next day.
 

maroonone

Member
Joined
Aug 1, 2012
Messages
128
Had same instance last year in transit at BNE on a DRW-HVB with fog at Brisbane canning flight. QantasLink provided accom for out of towners and in fact two nights for me as next day's flights were full by the time I got to front of queue. One disappointment was the Qantas status pax received no priority for next available flights and it was just where you were in the line. Meal ($50.00) was only provided for first night. The problem was the hotel we were directed to (arriving from 2330 onwards) was fully booked but the hotel did a great job finding rooms at other places for all with no help from Qantas who had apparently been told they were fully booked. Despite this one of the reasons I fly QF is they do a better job than most if not all at looking after pax in these circumstances.
 

BAM1748

AFF Supporter
Joined
Jul 22, 2008
Messages
5,382
Weather issues and compensation are a difficult one.

I've been delayed in Sydney (not weather) and offered a hotel. The thing is I live in Sydney.

If you're far from home you get looked after which is what counts.
 

vandy

Intern
Joined
May 10, 2008
Messages
82
I once had an evening flight home cancelled and I was automatically rebooked on the 6am flight the next morning. I phoned up and asked 'what about accommodation?', they then found a seat for me on an earlier flight home the same day.
 

oz_mark

AFF Supporter
Joined
Jun 30, 2002
Messages
17,648
Flights
My Map
Airlines do not generally provide accommodation for WX delays.
My experience is that if they know you're away from home (due to where you are in a ticketed journey), they are usually quite good with it.

If you are at your home port, too bad so sad :)
 

Buzzard

AFF Supporter
Joined
Jan 22, 2013
Messages
5,374
A few years ago +1 and I were flying ADL -SYD. The flight was delayed due to bad weather and was turned back to ADL moments out of SYD because of the curfew. Getting back to ADL after midnight we were given accommodation even though this is our home city. I think the ground staff were so stressed they just gave it to anybody in the "I need a hotel line".
 

dajop

AFF Supporter
Joined
Jul 1, 2002
Messages
9,074
Flights
My Map
My experience is that if they know you're away from home (due to where you are in a ticketed journey), they are usually quite good with it.

If you are at your home port, too bad so sad :)
Outside this cosy part of the world things are very different. In North America, you may, if lucky, get a list of hotels that offer distressed passenger rates. You are entirely responsible for your costs associated with cancelled or delayed flights due to weather.
 

Nickk17

Junior Member
Joined
Jan 8, 2018
Messages
21
They have to pay a fine if they break curfew, obviously the fine at Adelaide was cheaper.
Surely, the additional fuel burn, accomodation and other incidental costs incurred by flying back to ADL, outweigh the difference in fines between ADL and SYD? (At least I would have thought...)
 

Community Statistics

Threads
81,218
Messages
1,872,258
Members
49,047
Latest member
rivet
Top