Classic upgrade rewards and re-pricing CR tickets

[05flyer]

Have just made the following changes to a CR booking in a few weeks' time:

Old Booking
BNE-SYD-CGK | QF Economy | 29,000 points
TPE-BNE | CI Economy | 34,700 points
Total: 63,700 points

I also submitted an upgrade request on the BNE-SYD leg, and was approved around 30 days in advance. That cost 15,000 points.

New Booking
BNE-SYD-SIN | QF/BA Business | 109,300 points
TPE-BNE | CI Economy | 34,700 points
Total: 144,000 points

I've been charged 80,300 points difference for the change (+change fee). Have done the maths and realised this means I've paid 15,000 points for the upgrade and now the 10,100 difference between the Y and J reward price on the BNE-SYD leg. At 25,100 points that starts to look like a very expensive hour in the sky.

For context, the BNE-SYD leg on the BNE-SYD-SIN ticket was available to book in Y (at a reduced cost of 99,200 points) or J (at 109,300 as I was charged).

My understanding was that the classic upgrade reward would carry across, and the Y pricing should stick when the ticket was re-priced - but perhaps I'm wrong? . Grateful for any advice others may have here (and apologies in advance for the complex question).

 

[torks]

Have just made the following changes to a CR booking in a few weeks' time:

Old Booking
BNE-SYD-CGK | QF Economy | 29,000 points
TPE-BNE | CI Economy | 34,700 points
Total: 63,700 points

I also submitted an upgrade request on the BNE-SYD leg, and was approved around 30 days in advance. That cost 15,000 points.

New Booking
BNE-SYD-SIN | QF/BA Business | 109,300 points
TPE-BNE | CI Economy | 34,700 points
Total: 144,000 points

I've been charged 80,300 points difference for the change (+change fee). Have done the maths and realised this means I've paid 15,000 points for the upgrade and now the 10,100 difference between the Y and J reward price on the BNE-SYD leg. At 25,100 points that starts to look like a very expensive hour in the sky.

For context, the BNE-SYD leg on the BNE-SYD-SIN ticket was available to book in Y (at a reduced cost of 99,200 points) or J (at 109,300 as I was charged).

My understanding was that the classic upgrade reward would carry across, and the Y pricing should stick when the ticket was re-priced - but perhaps I'm wrong? . Grateful for any advice others may have here (and apologies in advance for the complex question).

My understanding is that as the upgrade has been cancelled more then 24 hours in advance, the 15k points fee should be refunded.

I once had to do this (but for LHR-SYD) and had to cancel 30 hours in advance, it took a number of phone calls to the call centre and in the end needed an agent from Hobart to work their magic to get the points upgrade refunded based on their t's & c's. Hopefully it will be easier for you, but may need manual intervention.

 

[05flyer]

My understanding is that as the upgrade has been cancelled more then 24 hours in advance, the 15k points fee should be refunded.

Thanks, appreciate your advice. That's how I understood the policy to work too.

I once had to do this (but for LHR-SYD) and had to cancel 30 hours in advance, it took a number of phone calls to the call centre and in the end needed an agent from Hobart to work their magic to get the points upgrade refunded based on their t's & c's. Hopefully it will be easier for you, but may need manual intervention.

Sounds like my experience will be similar... just phoned the call centre where two operators played the 'not my department' card, each attempting to refer me back to each other's department.

The third/final operator was adamant (to the point of coming across as rude) that my interpretation is wrong, but clearly lacked understanding of how the upgrade reward fit into the picture.

I then asked to be transferred to complaints, but was told they don't do that over the phone. That seemed surprising, given the online complaints form directed me to 13 13 13.

A bit frustrating. I really wouldn't have thought it to be a particularly complex question.

 

[offshore171]

Did you cancel/refund the 15000 upgrade first, then make the mass changes to the booking?

 

[05flyer]

Did you cancel/refund the 15000 upgrade first, then make the mass changes to the booking?

No. But definitely asked to maintain the BNE-SYD sector as originally booked (economy w upgrade applied), and modify only the SYD-SIN leg.

It was possible to book the same routing as a new ticket in that config (Y to SYD, J to SIN). So I don’t put it down to lack of inventory.

With benefit of hindsight would’ve been less hassle (and cheaper!) to do it as you suggest.

 

[offshore171]

With benefit of hindsight would’ve been less hassle (and cheaper!) to do it as you suggest.

I feel the same. I struggled to understand the changes described in the first post, even though they are set out in writing.

If you're trying to describe that over the phone to someone it Fiji etc, it's a gamble at best. I'd cut your losses at this point. Messing with CR's is always perilous.

 

[torks]

I'd potentially not mention any of the other changes to the booking as it's irrelevant to the situation. Simply state that you received a classic points upgrade, you've had to change the flight and as such the upgrade has been cancelled, as its more then 24 hours before the flight state that you'd like the 15k points refunded as per the t's and c's. Anything else will confuse them.

 

[05flyer]

I'd potentially not mention any of the other changes to the booking as it's irrelevant to the situation. Simply state that you received a classic points upgrade, you've had to change the flight and as such the upgrade has been cancelled, as its more then 24 hours before the flight state that you'd like the 15k points refunded as per the t's and c's. Anything else will confuse them.

Good call, was thinking this could be worth a try. Booking still shows the "Upgrade Status: Confirmed" indicator in MMB. Also still says I'll receive 7 SCs as a points club member, which is the economy earn rate (despite now having paid the base J reward price). Weird situation.