Domestic compensation information Business (U) involuntary downgrade to Economy

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michaelk

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Jul 15, 2011
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Hi AFF team,

I searched here and Google and came up blank.

I was on a JASA yesterday and my plane went non-operational in Canberra due to arrive in Sydney - QF1516 (717 with Business) and was placed on an immediate departure for all our QF1516 passengers, the next service which my then was late to depart because they were waiting for us a QF1468 (Dash 8 - 400).

Was directed to the service desk for new tickets (this includes all passengers, just myself and one other sitting in J) and was told by the lady behind the counter, you have a connection to Brisbane so its too hard to do anything ring the service centre for compensation.
Did not have much time as the flight was due to leave and what was I going to do? On researching today, I should have left at 09:55, next J cabin is at 18:30 so a significant wait also.

I went looking to see if there is guidance on what I would receive - free upgrade certificate, refund of percentage of fare etc and couldn't find anything online to say it has happened domestically - but that could be my search terms.

The fare was a JASA - 32,000 points + $490.16 to go BNE-SYD-CBR, CRB-SYD-BNE same day (31/12)

I am looking to ask you all, is there any precedent or policies I should be aware of when I am calling the call centre tomorrow (Thursday 2nd)?
 
So you missed out on one J flight between CBR and SYD?
You didn't miss much :)

You'll be able to request "Original Routing Credits" from the FF service centre so that you get J points/SCs for the flight rather than Y, but I think it's unlikely you'll get any other form of compensation.
 
The only thing that was a true disappointment is that I was in 1B and another guy was in 1A.

He has a wall in front inhibiting his legs, were both overweight and protruding into one another plus almost playing footsies. Hence I was in the J seat or I let my partner cop it.
 
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I went looking to see if there is guidance on what I would receive - free upgrade certificate, refund of percentage of fare etc and couldn't find anything online to say it has happened domestically - but that could be my search terms

I found reference to downgrades in the QF Customer Charter under "Change of Aircraft":
Customer Charter | Qantas

"If there are insufficient seats in the class in which you booked, for example due to a change of aircraft, we will offer you the option to travel in a lower class or on the next available flight to your destination in the same class. If we cannot offer you suitable alternative arrangements, we will fully refund the fare for your affected flight."

So it looks like QF has already offered you a "suitable alternative arrangement" which you have accepted and the only thing you can do is call to request for ORC as suggested.
 
Thanks AIRwin for your help.

I didn't find that myself. The only thing that is different to what was written above is I wasn't offered an option.
 
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