Booked JQ J HNL-SYD, Flight Cancelled and offered QF Y 2 days later..

[11sjw]

Hi,

Posting on behalf of a friend. They'd paid for JQ J Class for a SYD-HNL-SYD, the return flight was cancelled. They were notified by email with the offer of a $25 voucher.

Given it was the 4th July weekend they were very fortunate to find a room for 2 extra nights in HNL. Over the intervening 48 hours they spent approx 10 hours on variuous phone calls trying to get themselves back to Perth (booked on QF PER-SYD-PER, separate booking). The end result was they were offered QF tickets in Y to get back to Sydney with QF hopnouring the SYD-PER leg despite it being on a separate PNR.

Should there be some further compensation offered/sought? I think so but any advice on how to achieve this?

Tickets were booked directly through the relevant websites.

Thanks,

 

[clazman]

I would go travel insurance route

 

[11sjw]

I would go travel insurance route

That's being done for hotels etc. Aren't JQ/QF liable for some type of fare difference?

 

[clazman]

In my experience when there has been a airline delay, they have organised accommodation, food and sorted the onward flight

So yes, have they spoken to the airline

 

[11sjw]

In my experience when there has been a airline delay, they have organised accommodation, food and sorted the onward flight

So yes, have they spoken to the airline

For nearly 10 of the (approx) 48 hours they were stuck. No compensation other than the standard JQ $25 voucher has been offered.

 

[Anna]

What was JQ's proposal to get them back?

 

[11sjw]

What was JQ's proposal to get them back?

Per the OP they were bumped onto a QF Y flight back.

 

[smit0847]

JQ has had a nightmare week already this week.

 

[Anna]

Per the OP they were bumped onto a QF Y flight back.

Are you saying that they had to spend 10 hours on the phone to get JQ to offer them anything at all??!!!

Wonder what the US govt thinks of JQ stranding people in US territory without making reasonable (ie, prompt and pro-active) arrangements to get them back to their point of origin.

 

[11sjw]

Are you saying that they had to spend 10 hours on the phone to get JQ to offer them anything at all??!!!

Wonder what the US govt thinks of JQ stranding people in US territory without making reasonable (ie, prompt and pro-active) arrangements to get them back to their point of origin.

Yep, exactly. In the first 24 hours they were told "Show up for a 1:45pm flight." Turns out there was only a 10:15am flight. Fortunately they'd done their own checking prior to departing and this generated the 2nd 5 hour call.

In the end they're now back in Oz but surely some decent compensation is due (by that I mean fare differences and something towards expenses incurred).

 

[11sjw]

To add to the OP said friends after being demoted to QF Y were offered QP passes. Upon arriving at the QP they were refused entry because it was full. They weren't offered and F&B vouchers and were told they could come in when others leave. Given that they were all on the same flight it didn't amount to much.

 

[moa999]

The HNL lounge is small so that is a possibility.

At a minimum I would expect fare difference from JQ from J to Y and try for hotels - but this is JQ.

assume this is a flow on effect from Bali issues with planes out of position

 

[MEL_Traveller]

In the end they're now back in Oz but surely some decent compensation is due (by that I mean fare differences and something towards expenses incurred).

Well - possibly this will come down to how JQ determine refunds... if it's anything like Qantas, when they shift you they often put you into a full fare seat on the same or subsequent service. So they might be calculating the difference between Jetstar business, and Qantas full economy... in which case the refund would probably be zero (or in the negative!).

I'm also surprised JQ seems to have lapsed in their IRROPS out of HNL. After the first incident hit the headlines many years ago, they seemed to have sorted it out. I was on a cancelled JQ flight and they had buses at the airport, hotels organised, meal vouchers for USD75 per person, and phone cards. We were in our hotel about an hour after scheduled departure time.

I remember being given a note at the time saying passengers could opt to stay in their current hotel and that would be refunded.

I'd follow this up with JQ customer service. Have a look also at the JQ customer charter, which should provide details of the hotel and meal expenses covered by JQ. If you don't have any success, follow this up with the Airline Consumer Advocate. She handles all cases personally, and has a good clearance rate.

 

[11sjw]

Well - possibly this will come down to how JQ determine refunds... if it's anything like Qantas, when they shift you they often put you into a full fare seat on the same or subsequent service. So they might be calculating the difference between Jetstar business, and Qantas full economy... in which case the refund would probably be zero (or in the negative!).

I'm also surprised JQ seems to have lapsed in their IRROPS out of HNL. After the first incident hit the headlines many years ago, they seemed to have sorted it out. I was on a cancelled JQ flight and they had buses at the airport, hotels organised, meal vouchers for USD75 per person, and phone cards. We were in our hotel about an hour after scheduled departure time.

I remember being given a note at the time saying passengers could opt to stay in their current hotel and that would be refunded.

I'd follow this up with JQ customer service. Have a look also at the JQ customer charter, which should provide details of the hotel and meal expenses covered by JQ. If you don't have any success, follow this up with the Airline Consumer Advocate. She handles all cases personally, and has a good clearance rate.

Thanks for your suggestions. I'll pass them on.