Cut off for check-in not being honoured

[rory breaker]

All,

With the recent changes to check-in times has anyone experienced being refused check in, even when being inisde the cut-off time?

I have had 2 instances in the last few weeks, where I have arrived at MEL and was HLO, I was booked on a later flight, but an earlier flight was leaving in 25-30 mins, on fully flex flights, to be told on the first instance that 'I was too late', I pointed out that I was WP and that the cut off was 20 mins (by the clock on the flight board), the check in lady just shrugged her shoulders.
Second instance, a similar story, but also had an argument about the actual time, the check in lady insisting that the actual time was 10 minutes later than it actually was, until i pointed the actual time on 3 clocks within sight. I asked her to confirm the policy and she said, yes 20 minutes, she called the gate, and they said no, to which she had no explanation - 'if they say no its no'
On both occasions I had colleagues on the flights I was trying to get on, who confirmed that flights were not full......

Confused.
RB

 

[moa999]

Not sure if 20min check-in cutoff (pointless anyway with OLCI etc) also applies to flight changes.

You weren't on that flight, hence the 20min doesn't apply to you,

 

[RichardMEL]

I would have just gone to a kiosk or right to the gate with HLO.

 

[opusman]

You weren't refused check-in, you were refused a flight change. Completely different issue. Were you even on a flexible fare?

 

[Ansett]

You weren't refused check-in, you were refused a flight change. Completely different issue. Were you even on a flexible fare?

OP clearly states Flexy

on fully flex flights

I agree with others it was about a flight change.

 

[Austman]

Were you even on a flexible fare?

It seems the OP was.

But if all pax have checked-in a flight might close and even depart early. Why would QF keep check-in open if all pax had checked-in?

 

[rory breaker]

It seems the OP was.

But if all pax have checked-in a flight might close and even depart early. Why would QF keep check-in open if all pax had checked-in?

The flights hadn't even started boarding - both instances.

I didnt ask first time, but the second time the check in agent said that I was eligable to be on the flight (due to my fully flex, and WP status) but the gate staff wouldnt allow.

I have changed flights with 25mins to go on many ocassions, but not since the change to the rules to 20mins for check in....

 

[rory breaker]

I would have just gone to a kiosk or right to the gate with HLO.

Our flights are booked through an agent, and changes can't be made at kiosks or online, only at a desk (I have no idea why.....)
If I would have gone to the gate, the time in security would have had me 'too late' i.e. within 20 mins.

 

[Austman]

The flights hadn't even started boarding - both instances.

But check-in still might have closed if all pax had checked-in. It seems we are only talking about 5 or 10 mins here? If so, it's a distinct possibility all pax had checked-in 5 or 10 mins before the deadline.

 

[opusman]

due to my fully flex, and WP status

What would your status have to do with it? Fully flex is fully flex.

 

[rory breaker]

What would your status have to do with it? Fully flex is fully flex.

Fully flex = ability to change flight
WP (and other status) = ability to check in at 20 mins - no status =30 mins.

All confirmed by check in lady

 

[rory breaker]

But check-in still might have closed if all pax had checked-in. It seems we are only talking about 5 or 10 mins here? If so, it's a distinct possibility all pax had checked-in 5 or 10 mins before the deadline.

So by that reasoning, if all pax had checked in (say) 3 hours before a flight, and someone tried to change to that flight at 2hr 50, they would be refused?
For situations like this this is why we pay extra for fully flex.

 

[basso]

General check-in closed at 30 minutes, with business and some status pax HLO being allowed to check in at 20 minutes. But that does not mean that you can change tickets to the new flight that close to boarding - the abiltiy to change flights could well get closed off at 30 minutes.

 

[rory breaker]

General check-in closed at 30 minutes, with business and some status pax HLO being allowed to check in at 20 minutes. But that does not mean that you can change tickets to the new flight that close to boarding - the abiltiy to change flights could well get closed off at 30 minutes.

I've changed flights at 25 mins before - even the lady at check in said that I should be able to do this at the start of this week.... but the gate blocked it, and the flight hadn't even started boarding.

 

[basso]

So by that reasoning, if all pax had checked in (say) 3 hours before a flight, and someone tried to change to that flight at 2hr 50, they would be refused? For situations like this this is why we pay extra for fully flex.

I think the issue is what happens between 30 and 20 minutes out from a flight. If everyone is checked-in at 30 minutes prior to the flight, there is no real reason to keep check-in open, so they can get on with doing the paperwork...You really are at the mercy of the gate agents once that point is reached.

 

[docjames]

I suspect they had all pax checked-in and had closed off the load sheet (not sure the exact terminology) meaning no changes (irrespective of your fare etc). It would save them time than having to recalculate loads etc. Perhaps it was fully sold (and the agent you spoke to either didn't look at this or it wasn't visible). I guess there are a host of possible reasons.

So basically i'd say they closed off the flight early to ensure they got away on time.

Agree with you that's probably not the policy and you should have been able to change flights.

Have you provided feedback to QF (giving specific flight details, times etc). I'm sure if you are purchasing fully flex they'd like you to keep doing so (!), otherwise what's the point of the fully flex ticket if you can't change flights?

 

[Austman]

So by that reasoning, if all pax had checked in (say) 3 hours before a flight, and someone tried to change to that flight at 2hr 50, they would be refused?

I think that's a bit of an unfair comparison. I'm suggesting that if all pax have checked-in, the airline staff might make a decision to close check-in some minutes (not hours) early and even try to depart slightly early. There is probably a limit to how early they could close it.

 

[OzEire]

WP and usually fly flex Y on QF Dom. Only a week ago I arrived at the J lounge well before my booked flight and thought I had no chance to get on a flight departing imminently... I normally ask but didn't bother this time since it was so tight. But to my surprise the CSR offered it and I practically ran to the gate. The door closed behind me.

I was very happy with this outcome.

 

[aussiel]

I once tried to do a QF > QF connection, with the first flight running significantly late. The second flight was due to leave 20 minutes before the first flight eventually landed. Thankfully, the second flight was delayed, and I made it to the (end of the) boarding queue. Qantas had moved me to another flight, and my boarding pass was rejected at the gate. Even at the (albeit delayed) T-5 minutes, Qantas service desk staff opened up the flight and got me back on it, the one remaining seat on the plane...

It shows it can be done, if necessary. If you just wanted to change because you were there, I can understand the hesitation. I've also been delayed on the tarmac, because they needed to rearrange seating because of loading, incredibly frustrating.

 

[kevrosmith]

Qantas and Virgin are very touchy about their On Time Performance lately. Gate agents may be under pressure to ensure that OTP is maintained, and these situations, from their perspective, just add potential delays. So the check-in agent makes a call to the gate agent: they're under pressure to make a decision and may not know all the facts in an instant, so their natural response is probably going to be one of caution and therefore, denial. It's an unfortunate set of circumstances for the OP, but I'm sure Qantas would be happy to receive the feedback.