Can I get Qantas to pay for accommodation needed due to schedule change?

[Syddp]

I've held a redemption booking for QF 45, SYD-CHC, dep 0825 arr 1330, since March.

Today QF rescheduled as QF139 dep 1850 arr 2355.

I have a campervan booked at a location that closes at 1800 and then a series of subsequent bookings for sites around South Island. Given the 1800 close, the new flight obviously does not work for me.

I asked the call centre to transfer my booking to EK418/QF8766 instead but they were unable to do that and say they cannot control EK availability.

They have offered to fly me the night before. I asked for them to pay for two rooms (three of us travelling) but they refuse, saying (per the T&Cs) that the new flight that they are offering gets me to my booked location on the same day (by 5 mins).

They have offered a flight to WLG instead but that's not much good for a CHC camper pick-up.

They then offered a full refund but a commercial booking is now costing $2300.

Anyone got any ideas for how I could get them to spring for the accommodation the night before (I've taken this option as least bad)? While I appreciate that the T&Cs are on their side, it feels a bit rough that I need to be at least $350 out of pocket due to their schedule realignment. The call centre is refusing to elevate further and has said that customer care will not entertain me until after I've travelled.

I'm WP.

 

[Melburnian1]

The practice of quite a few 'legacy' airlines worldwide seems to be that if one has a layover at an airport for eight hours or more, the traveller receives free accommodation.

Your situation is a timetable change (forced upon you) of 11 and a half hours (if you arrive later).

It's quite a reasonable argument for you to mount that you NEED to be there at 1330 (the original timing) and hence if you are booked on the previous evening flight (arriving at 2355 minus 1 day), you will be out of pocket and therefore request "free" accommodation.

I do not know when you are flying, but one option might be to argue the toss again with the call centre staff member. If this is going nowhere, tell him or her that you will write a letter to 'The Age'/ 'Sydney Morning Herald' Saturday travel section or alternatively the excellent magazine 'Business Traveller Asia Pacific.'

If that fails, send a letter (not an email: letters receive more attention these days) to Qantas 'Customer Care':

Customer Care | Qantas

Also read this - especially the fifth paragraph under 'delays and cancellations':

Customer Charter | Qantas

At a later stage, there is also the airlines' joint traveller ('customer') advocate, but you must initially try to resolve your concern through Qantas:

Home

 

[gaz0303]

Try calling again. You may get a different operator and get bumped onto an Emirates flight. I was told a policy change happened today for flights to CHC. Both my flights changed from QF to EK without any additional costs.

 

[Simo]

Hope you get a good result.

Are you ringing the WP line???

 

[ChasingDaylight]

You could ask them to fly you to WLG and then spring for a JQ/ANZ connection to CHC? (That said, may not be an option depending on your day of travel)

 

[JohnPhelan]

They should certainly be able to transfer you to QF 8766, providing that tickets are available in the fare bucket you originally bought. Call the Premium Desk again and get a different operator.

Whatever you do, don't threaten to call the media - it sounds childish and will just cause them to think you are a troublemaker! Always totally counterproductive.

 

[MEL_Traveller]

this is another reason why we need robust passenger protections similar to the EU.

it is not acceptable for qantas to limit it's rebooking assistance to other qantas flight when they may only fly once a day.

we need a scheme mandating uplift on any available carrier if the delay is caused by the airline's own actions or omissions, and exceeds a defined period of time.

 

[Syddp]

Thanks all for the advice. I've been travelling (including my first trans-Pacific J on VA, but that's a different story).

I sent Customer Care a letter by snail mail at the weekend. I stated the facts, my disappointment and suggested remedies. They called me today to see 'what they could do to resolve the situation'. The offer was either a QF travel voucher or QFF miles. I've accepted a wedge of miles that has value above the cost of the two rooms that I'll have to take.

So, thanks Melburnian1. Simo, that was WP!

 

[Melburnian1]

Syddp, further proof that sending a letter via Australia Post and not an email gets results.

The recipient may well think 'if he or she went to the trouble of writing a letter and posting it to our company or government department, he or she is serious about the complaint. hence I'll actually pay it some attention.'

I am pleased for you that you got something as from the facts, you deserved it.

 

[Simo]

Great result.