Classic rewards booking help plz- schedule change and rebooking

palpal

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Hello everyone

Amateur at this and hoping to get some collective advice

My family and I are booked SYD-BNE-LAX on classic rewards tickets
When i booked the layover in BNE was 2.5hrs
Qantas emailed me regarding a schedule change and the SYD-BNE leg is now later leaving me only 1.5hrs layover.
With 2 young kids, i am concerned if the flight is delayed i will not have enough transit time in BNE.

I have asked to be rebooked on an earlier SYD-BNE flight but they refuse as they show no classic reward availability although I CAN see availabilty on the qantas site for earlier flights..Tried arguing with them, to no avail.

So...

I have rebooked a seperate classic reward flight 2 hrs earlier

Now i have 2 itineraries
1. SYD-BNE-LAX (with 1.5hr layover BNE)
2. SYD-BNE (my new booking with 3hr layover)

QUESTIONS :
Q. If I cancel the original SYD-BNE leg, will that cancel my BNE-LAX leg as it is on one itinerary?

Q. If I do cancel the original SYD-BNE leg, can I then combine the 2nd booking SYD-BNE with longer layover with the 1st BNE -LAX itinerary? For the purpose of checked through luggage and connection protection incase flights get cancelled

As mentioned, Im very amateur at this and hope to get some advice before I try calling Qantas call centre and wait hours only to be disconnected

THankyou all in advance
 

cjd600

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I would tell them this is an involuntary schedule change by Qantas, not yourself, and you wish to be accommodated on a flight with enough transfer time....regardless of if there is public award availability.
 

ChrisMars

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Yea I would also keep calling and insisting like @cjd600 say. The real problem is that if you miss the connection, you will be in trouble as Qantas closed its ground service desk and will ask you to call Qantas to fix it, which will be a real challenge in the current environment, specially in transit, with family.

Is it all on Qantas metal btw? Is it in premium cabin?
 

palpal

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Yea I would also keep calling and insisting like @cjd600 say. The real problem is that if you miss the connection, you will be in trouble as Qantas closed its ground service desk and will ask you to call Qantas to fix it, which will be a real challenge in the current environment, specially in transit, with family.

Is it all on Qantas metal btw? Is it in premium cabin?
No economy only

I've called before and they say because my transit of 1.5 hrs is over the minimum connection time they won't change my SYD to BNE.

So I guess my original Qs is want as doesn't help...
Q. If I cancel the original SYD-BNE leg, will that cancel my BNE-LAX leg as it is on one itinerary?

Q. If I do cancel the original SYD-BNE leg, can I then combine the 2nd booking SYD-BNE with longer layover with the 1st BNE -LAX itinerary
 

ChrisMars

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I've called before and they say because my transit of 1.5 hrs is over the minimum connection time they won't change my SYD to BNE.

So I guess my original Qs is want as doesn't help...
Q. If I cancel the original SYD-BNE leg, will that cancel my BNE-LAX leg as it is on one itinerary?

Q. If I do cancel the original SYD-BNE leg, can I then combine the 2nd booking SYD-BNE with longer layover with the 1st BNE -LAX itinerary
You could call to remove the domestic leg of your initial award, this wont cancel the itinery, unless the operator stuff up of course. If you cancel it, you would miss the protection you are supposed to have when all your flights are on the same ticket, i.e. if you miss the connection. Plus I think you will have to pick up and recheck your baga at Brisbane.

You won t be able to combine your separate tickets in one unfortunatly. But if you cancel the first leg, I guess you could try later to call to add it back, assuming there are still award avaialbilty for the number of passengers desired.


It s a bit of an umpleasant situation you are in. Flying in eco on Qantas metal, I think I would keep calling to get an earlier flight, and if no luck, travel on the current itinery and accept the risk of missing the connection. Qantas will then have to put you on the next flight, and hopefully the call center will do its job properly in this event. I would be more concerned to fly on separate ticket where the liability is fully on you.
 

palpal

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Yea I would also keep calling and insisting like @cjd600 say. The real problem is that if you miss the connection, you will be in trouble as Qantas closed its ground service desk and will ask you to call Qantas to fix it, which will be a real challenge in the current environment, specially in transit, with family.

Is it all on Qantas metal btw? Is it in premium cabin?
No economy only

I've called before and they say because my transit of 1.5 hrs is over the minimum connection time they won't change my SYD to BNE.

So I guess my original Qs is want as call centre doesn't help...

Q. If I cancel the original SYD-BNE leg, will that cancel my BNE-LAX leg as it is on one itinerary?

Q. If I do cancel the original SYD-BNE leg, can I then combine the 2nd booking SYD-BNE with longer layover with the 1st BNE -LAX itinerary
 

justinbrett

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I've called before and they say because my transit of 1.5 hrs is over the minimum connection time they won't change my SYD to BNE.

So I guess my original Qs is want as call centre doesn't help...

Q. If I cancel the original SYD-BNE leg, will that cancel my BNE-LAX leg as it is on one itinerary?

Q. If I do cancel the original SYD-BNE leg, can I then combine the 2nd booking SYD-BNE with longer layover with the 1st BNE -LAX itinerary

Definitely don't accept the 90 minute connection. Too many horror stories on this forum to show you what that leads to. TBH even 2.5 hours is cutting it fine. That said, QF metal is a bit safer than others.

International classic rewards are still flexible so at very least you should be able to change your SYD-BNE-LAX booking to just BNE-LAX, and QF will connect bags for separate QF to QF bookings.

Can you advise what your specific date of travel is, I can look it up on expert flyer and see what's available.
 

palpal

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Definitely don't accept the 90 minute connection. Too many horror stories on this forum to show you what that leads to. TBH even 2.5 hours is cutting it fine. That said, QF metal is a bit safer than others.

International classic rewards are still flexible so at very least you should be able to change your SYD-BNE-LAX booking to just BNE-LAX, and QF will connect bags for separate QF to QF bookings.

Can you advise what your specific date of travel is, I can look it up on expert flyer and see what's available.
THank you so much Justin

Depart Sydney AUg 25th

My issue is i am fearful if i call up Qantas to cancel the original SYD-BNE, it might screw up my BNE-LAX and there is no way to rebook as a classic reward flight.

On the online portal even though the original SYD-BNE-LAX booking is one itinerary, they do allow me to 'manage' each leg. I am tempted to try to cancel the original SYD-BNE so i can fly on my earlier seperately booked SYD-BNE fight, but not sure if the online portal will make it clear that the BNE-LAX is to remain untouched.

Any experience with this?
 

justinbrett

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THank you so much Justin

Depart Sydney AUg 25th

My issue is i am fearful if i call up Qantas to cancel the original SYD-BNE, it might screw up my BNE-LAX and there is no way to rebook as a classic reward flight.

On the online portal even though the original SYD-BNE-LAX booking is one itinerary, they do allow me to 'manage' each leg. I am tempted to try to cancel the original SYD-BNE so i can fly on my earlier seperately booked SYD-BNE fight, but not sure if the online portal will make it clear that the BNE-LAX is to remain untouched.

Any experience with this?

OK, well the good news is there's plenty of reward availability for SYD-BNE on that date in X (economy).

QF528 (lands 2:35pm) - 7 seats
QF532 (lands 3:35pm) - 8 seats
QF536 (lands 5:35pm) - 2 seats

I think what's happening is "married segments", where an enigma of fare rules will show different availability if you are connecting from another port (eg SYD).

I think your best option is to change your SYD-BNE-LAX booking to BNE-LAX direct and keep your new SYD-BNE booking. I wouldn't use the online portal for this - as I think you'd end up cancelling both flights (it would have been priced as a connection not two separate legs, so taxes etc will change).

Your best bet is to call up and try to get this changed - ideally see if they can book one of the above flights as a connection, but if not, just get them to change the booking to leave from BNE instead of SYD. As said previously there's no problem at all with having two bookings and QF will check your bags through.

I guess with the other stories on here, I would 100% get them to guarantee you that they aren't going to lose your LAX seats. I think there's more risk in sticking with the short connection vs getting them to change your booking now - so I'd definitely call.

Of note there is no MEL-LAX that day and SYD-LAX is completely sold out (or zeroed), so you really don't want to miss your connection.

There is also availability on BNE-LAX the day prior and following day, so if you're flexible that's also something to consider.
 

JohnK

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How old are the kids? Need stroller? Feeding? Change of clothes?

I would keep calling and stress that it's not possible to make that connection with 2 young kids in tow. I recall a few years ago travelling with my wife and daughter where transits took longer than usual.

I'm really struggling to understand what's happened with Qantas and their contact centre staff.

i remember on more than 1 time calling Qantas and asking/demanding what I felt was an unsatisfactory flight booked/offered after schedule changes. I've even used the excuse that I don't want to stress during the transit and want to spend longer in the lounge.

Was that only ever accommodated because of status? The status shouldn't come into play. We shouldn't be forced into accepting a connection that can have issues.

It really is getting to the point where one cannot/should not book any connecting flights with Qantas.
 

palpal

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OK, well the good news is there's plenty of reward availability for SYD-BNE on that date in X (economy).

QF528 (lands 2:35pm) - 7 seats
QF532 (lands 3:35pm) - 8 seats
QF536 (lands 5:35pm) - 2 seats

I think what's happening is "married segments", where an enigma of fare rules will show different availability if you are connecting from another port (eg SYD).

I think your best option is to change your SYD-BNE-LAX booking to BNE-LAX direct and keep your new SYD-BNE booking. I wouldn't use the online portal for this - as I think you'd end up cancelling both flights (it would have been priced as a connection not two separate legs, so taxes etc will change).

Your best bet is to call up and try to get this changed - ideally see if they can book one of the above flights as a connection, but if not, just get them to change the booking to leave from BNE instead of SYD. As said previously there's no problem at all with having two bookings and QF will check your bags through.

I guess with the other stories on here, I would 100% get them to guarantee you that they aren't going to lose your LAX seats. I think there's more risk in sticking with the short connection vs getting them to change your booking now - so I'd definitely call.

Of note there is no MEL-LAX that day and SYD-LAX is completely sold out (or zeroed), so you really don't want to miss your connection.

There is also availability on BNE-LAX the day prior and following day, so if you're flexible that's also something to consider.

THankyou again

If they can cancel my original SYD-BNE leaving BNE -LAX , i totally dont mind picking up luggage and rechecking in at BNE international. If they can check luggage through thats a bonus.

I just hope i have some way of assuring my BNE-LAX leg remains unchanged if i call to cancel the original SYD-BNE linked to the same intinerary. Obviously with call centre, it depends on who you get and i cant ask for an assurance in writing. What if they stuff it up and i lose my BNE-LAX ?

Any one ask to speak to supervisor?
I would much prefer getting someone in Australia/NZ in the call centre as i trust the competence much more.

Anyone know what the best time to call to get Aust/NZ call centre staff?
 

palpal

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How old are the kids? Need stroller? Feeding? Change of clothes?

I would keep calling and stress that it's not possible to make that connection with 2 young kids in tow. I recall a few years ago travelling with my wife and daughter where transits took longer than usual.

I'm really struggling to understand what's happened with Qantas and their contact centre staff.

i remember on more than 1 time calling Qantas and asking/demanding what I felt was an unsatisfactory flight booked/offered after schedule changes. I've even used the excuse that I don't want to stress during the transit and want to spend longer in the lounge.

Was that only ever accommodated because of status? The status shouldn't come into play. We shouldn't be forced into accepting a connection that can have issues.

It really is getting to the point where one cannot/should not book any connecting flights with Qantas.
Qantas call centre were totally unhelpful. THey said they cannot see any reward seats on earlier flights. I told them i am staring at the qantas website saying there are plenty of reward seats available. THey said the website is not updated. THat was 4days ago. Reward seats still show available right now. Called about 4 times, everyone i spoke to said they cannot see those reward seats that i can see. I dont understand =(

Kids are older 6 and 8. My original booking gave me 2.5hrs transit but due to their schedule change now left with 1.5hrs transit in BNE. As i had enough points i booked a seperate SYD-BNE booking as they refuse to change me quoting no reward seat availability
 

justinbrett

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Qantas call centre were totally unhelpful. THey said they cannot see any reward seats on earlier flights. I told them i am staring at the qantas website saying there are plenty of reward seats available. THey said the website is not updated. THat was 4days ago. Reward seats still show available right now. Called about 4 times, everyone i spoke to said they cannot see those reward seats that i can see. I dont understand =(

Kids are older 6 and 8. My original booking gave me 2.5hrs transit but due to their schedule change now left with 1.5hrs transit in BNE. As i had enough points i booked a seperate SYD-BNE booking as they refuse to change me quoting no reward seat availability

The reason they aren't seeing them is because of the "married segment" thing I referred to earlier.

Basically to get these seats the flights will have to be on separate bookings (unless they can get someone to create more reward seats for the segment - honestly no chance in hell of that).

Honestly if you can get them to just change it to BNE-LAX you'll be fine, there's no problems having two separate QF bookings, they will even connect your bags - no need to get them to link the reservations, just do this at check in at SYD domestic.
 

palpal

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The reason they aren't seeing them is because of the "married segment" thing I referred to earlier.

Basically to get these seats the flights will have to be on separate bookings (unless they can get someone to create more reward seats for the segment - honestly no chance in hell of that).

Honestly if you can get them to just change it to BNE-LAX you'll be fine, there's no problems having two separate QF bookings, they will even connect your bags - no need to get them to link the reservations, just do this at check in at SYD domestic.
I just hope i dont get some incompetent call centre operator who gives me all the reassurance in the world that by cancelling the original SYD-BNE , the BNE-LAX will remain unchanged, then processes the cancellation and cancels both legs because they are 'married segments' as you say.

ANy tips on how to speak to them to be absolutely sure that wont happen?
 

palpal

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I just hope i dont get some incompetent call centre operator who gives me all the reassurance in the world that by cancelling the original SYD-BNE , the BNE-LAX will remain unchanged, then processes the cancellation and cancels both legs because they are 'married segments' as you say.

ANy tips on how to speak to them to be absolutely sure that wont happen?
also is there any forum threads from others who have tried to cancel part of a married segment?
 

aikman

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This comment won't help at all but today's QF542 was delayed by 77 mins and arrived in BNE at 8.22pm. If your flight was today then you would have missed the flight to LAX.
 

blackcat20

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Qantas call centre were totally unhelpful. THey said they cannot see any reward seats on earlier flights. I told them i am staring at the qantas website saying there are plenty of reward seats available. THey said the website is not updated. THat was 4days ago. Reward seats still show available right now. Called about 4 times, everyone i spoke to said they cannot see those reward seats that i can see. I dont understand =(

Kids are older 6 and 8. My original booking gave me 2.5hrs transit but due to their schedule change now left with 1.5hrs transit in BNE. As i had enough points i booked a seperate SYD-BNE booking as they refuse to change me quoting no reward seat availability
They give me the same ‘website not updated’ excuse, I’ve also been trying to change a domestic sector on a connection to an international flight. We’ve escalated to a supervisor but still had no luck after three hours on the call.
 

palpal

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This comment won't help at all but today's QF542 was delayed by 77 mins and arrived in BNE at 8.22pm. If your flight was today then you would have missed the flight to LAX.
As it stands now the original booking SYD-BNE is QF540 landing in BNE 1735hr .(which i have tracked and seems to be 30mins late quite often). If this flight is ontime it gives me 1hr55mins as my BNE-LAX leaves 2030hrs, but as QF540 flight is often late i give myself 1hr15mins on an average day and realistically with taxiing on tarmac and domestic terminal to international terminal thats tight.

The seperate flight i booked is QF532 arriving BNE 1635hrs giving me over 3 hrs transit.

Dilemma is how do i cancel the QF540 without the callcentre operator screwing up my BNE-LAX as the QF540 is on the married segment as the QF15 BNE-LAX.
 

goldenhorn

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@palpal
Be warned of making changes to existing Reward bookings at the moment.

This post just came out today and is very relevant to your situation: Warning: Don't Change Qantas Reward Bookings via Call Centre!

Personally, I wouldn't make the change and if I missed the connection, QF will have the obligation to put me on the next flight and provide a hotel for any delays.
 

smckay

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So my experience with is:
Try to get Australian call centre - but this is virtually impossible.
I have a rewards flight with a 60 minute connection in LHR. Original call centre person told me it was 'legal' and no probs (Obviously never heard of LHR let alone been there).
Another call and the next operator agreed and put me on a flight 5 hours later.
This was about 2 months ago for flights 4 months out.
Result = QF can move/change rewards flights
In relation to not seeing award flights - Had the same issue, Aussie call centre lady very helpful, genuinely could not see the flights I could. Her solution was to have me book the flights on the website, not pay/complete the booking (so no points lost) give her the reference number and she merged them into the original booking.
Result = QF CAN merge individual bookings. I have been told yes and no by different people, but twice have been able to merge so I think persistence is the key.

I was Silver status at the time so I don't think your loyalty is a consideration. You will just need to keep hassling them until you strike an Aussie call centre. I have been told before 7am is the best time to do this but have not proved it.
 
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