BA Cancelled segment of award - QFF charged fee to fix! [Fee now refunded]

[stoney]

This seems to be a case based on the operator you were talking to in the first place may have not been that experienced. I have a RTW trip in April and one leg from JFK to NRT was changed to HND. In brief I did not like the departure time and QF who send a request to JL, changed JL3 - JL5, no questioned asked. Next part as I was now I arriving at HND I advised QF I did not want to travel HND-NRT to connect to QF80 and requested release of seats on QF26 which I was given, no charges, points or cost incurred. When QF announced the other other day that QF80 would now depart HND, I called up and asked to be put back on that flight as it was direct to MEL which I was originally on, again changed without question or cost.

With the recent JL changes (opening up slots at HND) also impacted another set of flights that made connections impossible. I was lucky that CX had a good alternate available and changed to that without charges, points or cost.

All these changes were a result of JL changing a number of flights from NRT-HND but booked with QF points.

A great outcome that one expects from Qantas. It would be nice to see this story more often rather than the bumping of pax to economy without suitable other options or correct compensation etc.

 

[stoney]

Hi @Matt_01 I was in the same situation, original booking was JL3 as part of JFK - NRT - TPE. Now with the Tokyo airport change I am flying JFK - HND- NRT - TPE. I was notified by QF via email to call them to accept the change. When i was on the phone with them, i didn't know there was a JL5 flight so my only request was for them to find HND - TPE in J. There was 1 seat available but I was not prepared to separate from the missus and sit in economy (or maybe i should make her sit there ).

Would I have been able to push them to open up seats on JL5 AND a flight from HND to Taipei?
Is it too late to do it now since i have already accepted the booking?

This is my flight now ...it went from a 3 hour layover to 13 hours.
View attachment 200501

I had the same advice except from DFW to HND and that was fine as it resulted in my layover at DFW being shorter and as HND is shorter into Tokyo it is better timing there as well. I found the frustrating part of the change was the extraordinary unnecessary wait time QF call centre and the lengthy robot procedure on their chat channel to just simply acknowledge and agree to the changes.

 

[MEL_Traveller]

Unfortunately the QCC is absolutely terrible to contact and I have struck some operators that are not worth talking to. The chat option is a joke. Writing a letter is a waste of good time.

Well yes But why continue to fly and deal with Qantas? Fly SQ/star alliance RTW and SQ will answer the phone pretty quick.

 

[Matt_01]

.....

Would I have been able to push them to open up seats on JL5 AND a flight from HND to Taipei?
Is it too late to do it now since i have already accepted the booking?

This is my flight now ...it went from a 3 hour layover to 13 hours.
View attachment 200501

I would ring and have another go, I was polite to the QF staff and asked if they could contact JL on my behalf and explained that it was JL who had made the change so JL should fix it. I certianally had time to make my own way to NRT, my layover was about 15 hours but I just did not want to do that. JL5 arrives at about 16:30 or something like that, so depending what is available to TPE that may influence you decision or depending on your travel send a night in Tokyo. I had F rewards and although these were not available on JL5, JL must have released or approved them to be made available.

 

[Matt_01]

I found the frustrating part of the change was the extraordinary unnecessary wait time QF call centre and the lengthy robot procedure on their chat channel to just simply acknowledge and agree to the changes.

Do you have status with QF. I just called up put my case forward and was told it would take a couple of days. I cannot recall if I put in the request through the general reservations line or SST, it may have been with SST as they seem to resolve issues and get back to you.

 

[RitaCollins]

After reading wayward's post, I decided to contact Qantas following notification that I had been bumped off a connecting flight out of LHR that turned a 1.5 hr layover into 5.15 hrs! Have to say it went perfectly and resulted in rescheduled flight with around 2 hr layover and no charge. Thanks

 

[RitaCollins]

Yes I'm a real member. On my feed there were multiple posts replying to Wayward. Finally, read the post again because contacting Qantas and getting a speedy response and resolution in my favour was perfect.

 

[Danielb56]

OW award for August 2020 booked through Qantas. Segment ARN-DUB via LHR, BA cancelled LHR-DUB flight and put us on an earlier flight which left before ARN-LHR (another BA flight) arrived. QF did not notify us of this change.
I have been charged a change fee to correct this, and was not even advised this charge would be incurred.
It took hours to get the flights fixed, with the CHAT people giving me incorrect times and flight numbers. I copied their first offer of new flights, they agreed, but stuffed up the second leg flight numbers and it all got very confusing. They eventually booked me with the correct LHR-DUB flight, but the wrong ARN-LHR flight. I rang this time, and got a very helpful person who just fixed it. Fine, but my points instantly hit with the change fee. I have emailed Customercare, but I am not sure they even read these emails. Any advice???

Also - There was an even better flight - the next one after the cancelled flight, but no award seats available. I would have thought that becomes irrelevant, and you should be put on the next available in the same class (J) regardless of award seats on that flight. Are there any rules/customs about this??

Why should you be charged when they made the change and not you...fight it. But don't hold your breath...BTW the term Qantas Customer Care is a misnomer...

 

[Ktan89]

I would ring and have another go, I was polite to the QF staff and asked if they could contact JL on my behalf and explained that it was JL who had made the change so JL should fix it. I certianally had time to make my own way to NRT, my layover was about 15 hours but I just did not want to do that. JL5 arrives at about 16:30 or something like that, so depending what is available to TPE that may influence you decision or depending on your travel send a night in Tokyo. I had F rewards and although these were not available on JL5, JL must have released or approved them to be made available.

Will give it ago in a couple of days when i need to make another change.
Let you guys know how i go.

 

[Ktan89]

Called QF twice today and both times got Manila (or India i think). 1st call a lady named "Prim" seemed like she hated her job and wasn't interested. She was also adamant that points booking only release 11months ahead so i HUACA.
Second call I got a guy who was more helpful but still had no luck getting HND to TSA/TPE. He said there is no availability and I should call up to check from time to time "JL releases seats every 3 days". He understood JL changed their flight schedule and it affected my original itinerary but QF will not call JL to request award seat release. QF can only book seats if available and released by JL.
Hmm is this because I am only a bronze member

 

[MEL_Traveller]

Called QF twice today and both times got Manila (or India i think). 1st call a lady named "Prim" seemed like she hated her job and wasn't interested. She was also adamant that points booking only release 11months ahead so i HUACA.
Second call I got a guy who was more helpful but still had no luck getting HND to TSA/TPE. He said there is no availability and I should call up to check from time to time "JL releases seats every 3 days". He understood JL changed their flight schedule and it affected my original itinerary but QF will not call JL to request award seat release. QF can only book seats if available and released by JL.
Hmm is this because I am only a bronze member

The transfer HND-NRT is easy if that's an issue. One bus, around 90 mins. Leaves from outside baggage claim, deposits you at check-in hall. 3 hours transit time required. Tickets via credit card from easy to find and easy to use kiosks.

If QF really isn't playing ball you also have the option to ring JL. Ask them to have a look at your booking, and ask them about potential alternatives. Make sure it is clear to them that you know they cannot change the booking, but if they create the required seat you will call Qantas back to ticket.

if JL plays ball, they can fix up what they need to, create an award seat out of a revenue seat, and have it sitting there waiting for QF to ticket.

 

[Ktan89]

Thanks @MEL_Traveller, i tired calling JL and they wont do it, referred me back to QF since the booking was through QFF points.

I got through Cassidy in QFAUS today who was really helpful and very easy to deal with. She saw my flight changes and knew exactly how I felt about it and was more than happy to assist. She also confirmed QF can submit a request for JL to open up award seat due to schedule change but I wasn't in luck. She searched HND to TPE/TSA and said J seats are full for the flight or had 1 seat left on a (737). She could also change JL3 to JL5 (request award release) but i wont make my connection flight so i left it alone.. it will be a fun travel day.

I might try again in a few weeks.. a few more times.

 

[stoney]

Well yes But why continue to fly and deal with Qantas? Fly SQ/star alliance RTW and SQ will answer the phone pretty quick.

Sorry MEL, I have only just now read your reply. I have decided to give QF the flick from now as I have had too many problems with them. I doubt if the alternatives are much better but I will try. Thank you.

 

[MEL_Traveller]

Sorry MEL, I have only just now read your reply. I have decided to give QF the flick from now as I have had too many problems with them. I doubt if the alternatives are much better but I will try. Thank you.

I think you'll be pleasantly surprised!! The Singapore airlines call centre has none of this '2 hour wait' or 'call back' rubbish. They answer the phone in a few minutes or less. Same with US carriers - with the exception of major weather events. But that's understandable and only impacts a day or two.

BA has a horrible call wait time though. Cathay you can wait a while, but maybe 5-10 minutes.

 

[Danielb56]

Also - There was an even better flight - the next one after the cancelled flight, but no award seats available. I would have thought that becomes irrelevant, and you should be put on the next available in the same class (J) regardless of award seats on that flight. Are there any rules/customs about this??

Never assume the most logical idea or solution as Qantas don't think that way. I would not rely on the email alone, if you can call Customer Care (a misnomer BTW) do so, as you may never get a response or you can wait a looooooong time.