Article: Qantas Will Improve Reward Flight Downgrade Compensation

[AFF Editor]

Canonical URL

https://www.australianfrequentflyer.com.au/qantas-reward-flight-downgrade-compensation/

Qantas has been working behind the scenes on its policies & procedures relating to involuntary downgrades.

Qantas customers on commercial airfares are now entitled to a refund of 75% of the fare paid. This policy does not yet apply to Classic Reward bookings, but AFF understands that this will change soon. And given the terrible experiences many AFF members have reported over the years, it's not before time.

You can read the details here:

About Time: Qantas Will Improve Reward Flight Downgrade Compensation

Qantas' current policy for compensating passengers downgraded on Classic Reward bookings is unreasonably poor. The airline finally doing something to fix this.

www.australianfrequentflyer.com.au

 

[MEL_Traveller]

The opening para of the article suggests passengers on a paid fare are entitled to a 75% refund of the ticket value.

It’s actually more nuanced than that… the refund is against the ticket coupon for the flight affected, not the whole ticket.

This could mean that for connecting flights, the value won’t be 75% of the entire ticket, just a portion of that for the affected flight. Connecting LHR-SYD-MEL, a downgrade on the SYD-MEL flight could be minimal.

 

[AFF Editor]

The opening para of the article suggests passengers on a paid fare are entitled to a 75% refund of the ticket value.

It’s actually more nuanced than that… the refund is against the ticket coupon for the flight affected, not the whole ticket.

This could mean that for connecting flights, the value won’t be 75% of the entire ticket, just a portion of that for the affected flight. Connecting LHR-SYD-MEL, a downgrade on the SYD-MEL flight could be minimal.

Thanks for that clarification, I've adjusted the wording in the article.

 

[SYD]

The opening para of the article suggests passengers on a paid fare are entitled to a 75% refund of the ticket value.

It’s actually more nuanced than that… the refund is against the ticket coupon for the flight affected, not the whole ticket.

This could mean that for connecting flights, the value won’t be 75% of the entire ticket, just a portion of that for the affected flight. Connecting LHR-SYD-MEL, a downgrade on the SYD-MEL flight could be minimal.

Probably not so relevant for CR down grades, but on a recent HNL-SYD downgrade (PE to whY due to equipment swap), we received the 75% of that sector AND a $400 “QANTAS Care” voucher AND ORCs (those came through automatically but I did have to chase up DSCs and full credit to my QBR account - all came through).

 

[Mwenenzi]

Qantas customers on commercial airfares are now entitled to a refund of 75% of the fare paid. This policy does not yet apply to Classic Reward bookings, but AFF understands that this will change soon. And given the terrible experiences many AFF members have reported over the years, it's not before time.

With UK-EU261 it makes no difference to how paid:. Cash or ff miles both get 75% (of the effected sector less real taxes)

Good AFF ~ MattG has confirmed with QF the policy

Involuntary Downgrade

These guidelines outline the notification, rebooking, ticket reissue and fare adjustment process for you to follow when your customer has been affected by an operational change resulting in an involuntary downgrade of the cabin.

www.qantas.com

 

[Mr_Tee]

To satisfy my full understanding of this, and perhaps that of others who read this article, a couple of questions:

1. What exactly is a "ticket coupon" and how does that differ to the "price paid" or the "ticket" etc?
2. Does a "ticket coupon" amount included taxes, surcharges and all of the other add-ons?
3. Where do I find what the "ticket coupon" amount is? Is it printed on the e-ticket somewhere or is it hidden away from view of the passenger?

If the amount of the "ticket coupon" is not clearly visible to a passenger and it doesn't include the full grossed-up cost of the ticket cost paid by the passenger then 75% of the "ticket coupon" is going to be substantially less than "75% of the price paid for the ticket by the passenger" and perhaps nothing much has changed at all from the Qantas perspective except that have put words around what they have been already doing in the past.

 

[MEL_Traveller]

To satisfy my full understanding of this, and perhaps that of others who read this article, a couple of questions:

1. What exactly is a "ticket coupon" and how does that differ to the "price paid" or the "ticket" etc?
2. Does a "ticket coupon" amount included taxes, surcharges and all of the other add-ons?
3. Where do I find what the "ticket coupon" amount is? Is it printed on the e-ticket somewhere or is it hidden away from view of the passenger?

If the amount of the "ticket coupon" is not clearly visible to a passenger and it doesn't include the full grossed-up cost of the ticket cost paid by the passenger then 75% of the "ticket coupon" is going to be substantially less than "75% of the price paid for the ticket by the passenger" and perhaps nothing much has changed at all from the Qantas perspective except that have put words around what they have been already doing in the past.

For a straight out A-B ticket, the coupon value is exactly that, the full fare. If it’s $1000, you’d be entitled to $750.

But it becomes more complicated if you have a ticket such as LHR-SYD, connecting with another flight to MEL. The SYD-MEL flight usually has a value. But working that out can be complicated. I think in the EU and UK they calculate it by total distance and cost of the ticket.

I don’t know if there’s any way to find the value of the specific coupon in cases like the above?

This is a marked improvement from the old… not window dressing. Under the old system, if you’d paid $1000 MEL-SYD in business, but were downgraded to economy, they’d price the economy ticket at the full walk up fare… which could be like $800… or more. You might have been lucky to see $200 returned to you, or even less depending on the fare you paid vs the walk-up.

In the EU the ticket coupon calculation I don’t think includes taxes? Not sure how they apply it in Australia.

 

[dylarr]

The other issue not mentioned in the article is the carrier charges component of reward bookings with involuntary downgrades. On a recent instance my parents reward seats from MEL-SYD-SIN where downgraded from J>Y due to their flight being cancelled and rebooked on the next flight.

Getting the refund of points difference between J>Y was easy enough. But the hundreds of dollars in difference of carrier charges Qantas are refusing to budge and this is a continuing battle. Customer Care keep saying those charges are "non-refundable". Very frustrating and the reward downgrade process absolutely stinks in comparison with the revenue downgrade process.

 

[MEL_Traveller]

The other issue not mentioned in the article is the carrier charges component of reward bookings with involuntary downgrades. On a recent instance my parents reward seats from MEL-SYD-SIN where downgraded from J>Y due to their flight being cancelled and rebooked on the next flight.

Getting the refund of points difference between J>Y was easy enough. But the hundreds of dollars in difference of carrier charges Qantas are refusing to budge and this is a continuing battle. Customer Care keep saying those charges are "non-refundable". Very frustrating and the reward downgrade process absolutely stinks in comparison with the revenue downgrade process.

Was this for both flights, or one of them?

If for both, you’d be entitled to a refund under ACL. It just needs to be escalated to the right department (legal).

 

[dylarr]

Was this for both flights, or one of them?

If for both, you’d be entitled to a refund under ACL. It just needs to be escalated to the right department (legal).

Routing was changed to MEL-SIN direct in this instance. So the carrier charges + taxes on the actually flown sectors were significantly less. Will continue to chase it up and will provide an update when we get an outcome.

 

[wicks21]

Qantas approach to sudden downgrades with Classic Rewards flights is appalling. Granted, they do refund the points but no other compensation. Especially when this is sometimes at an hours notice, impacting baggage etc. I would think they need to refund a few EXTRA points as compensation.

 

[cbourl]

WOW Kwantass is stingy! A few years ago Lufthansa First A380 Flight FRA-JFK downgraded to 747-400 with NO First - was advised in F Terminal aircraft change and Euro 2000 compensation (received a few days later) Had to schlepp on terrible Lufti C for 8 hours next to sum wannabee with fake pink talons and unable to chew with mouth closed - thats why longhaul its First or SINGLE C seat!

 

[Gromit]

Only been downgraded once for a reward booking, despite being promised a refund of the difference multiple times I gave up trying, wasn't worth the headache and long wait times on hold. The whole process is pathetic and the emphasis is on you to chase it.

 

[Lockyer Man]

It’s a shame that VA haven’t got the same policy. I had a terrible experience with a fully paid J ticket DPS to MEL last year. I got bumped but not into Economy X but i to an economy seat even with Economy X being available. The reason given to me was that the airline could change my seat due to an operational or safety reason. If it was for one of those reasons why then was there another person sitting in my hooked seat for the flight?

It took my mi the of writing to VA and requesting the matter be escalated but the airline never escalated the matter.

VA needs to take a note of the QF standards and apply them as well because the way they handled my issue was appalling and totally unprofessional. They actually have the worst customer service manner that I have ever come across in my life.

Keep up the open policiesQF.

 

[Bolt]

What if you're downgraded to Jetstar? A budget airline operating out of inconvenient airlines and terminals isn't the same. They often don't have access to lounges with drinkable coffee or edible food - nor is the on board food edible these days. The seats are often more like premium economy than business class too. Certainly a change to Jetstar is a downgrade.

 

[Gromit]

The reason given to me was that the airline could change my seat due to an operational or safety reason. If it was for one of those reasons why then was there another person sitting in my hooked seat for the flight?

One of those operational reasons can be the need to get extra flight crew or pilots to the destination. Hence one of them in your booked seat.

 

[MEL_Traveller]

Qantas approach to sudden downgrades with Classic Rewards flights is appalling. Granted, they do refund the points but no other compensation. Especially when this is sometimes at an hours notice, impacting baggage etc. I would think they need to refund a few EXTRA points as compensation.

Your baggage isnt impacted for an involuntary downgrade.You retain all the benefits of the original booking class.

 

[Jacques Vert]

Fortunately I've never been downgraded (at least not yet), but I've often wondered what they would do if I said I'll just wait for the next flight with my original booking class available. Could be an interesting discussion.

 

[MEL_Traveller]

Fortunately I've never been downgraded (at least not yet), but I've often wondered what they would do if I said I'll just wait for the next flight with my original booking class available. Could be an interesting discussion.

That’s fine, you’re entitled to that under the contract of carriage. Never an issue to ask for that, but it could come at your own expense if you had to overnight for example.

 

[opusman]

Fortunately I've never been downgraded (at least not yet), but I've often wondered what they would do if I said I'll just wait for the next flight with my original booking class available. Could be an interesting discussion.

The next flight with U availability could be weeks or months away!