Downgraded due to QF schedule change

[Wodger]

A couple of months ago I booked my wife, two children and I on QF flights CBR/SYD/CHC in December with J class tickets. I was originally on a 717 on the CBR/SYD sector but last week advised of a schedule change resulting in a similar flight time but on a Dash 8 (no J class). I contacted Qantas immediately using online chat to ask what options I could pursue, such as alternative similar flights (ie still in J) or financial compensation. I was advised they won’t compensate but they could re-route me on a CBR/BNE/CHC sector. This is not practical due to significant increase in connection and flight times. After two separate online chats, I decided to go with the first option offered on the Dash 8 and requested front or near to front row of 4 seats together, which I thought was reasonable as I’d been downgraded from J. When I checked the updated flight details online I noticed the youngest member of my family has been seated in 4A and the rest of us together in the second last row. I contacted Qantas and they have given me the “Computer Says No” response, “try my luck at the airport” and they suggested I complete a customer complaint form if I’m not satisfied. I completed the customer complaint form a week ago and ticked the option to have someone contact me within 2 business days. No response to date. I’m a lifetime silver member but won’t be seeking gold unless matter gets sorted. I don’t think this is fair nor reasonable. Any advice on what I can/could do or has anyone experienced something similar? Thanks and cheers.

 

[muppet]

A couple of months ago I booked my wife, two children and I on QF flights CAN/SYD/CHC in December with J class tickets. I was originally on a 717 on the CAN/SYD sector but last week advised of a schedule change resulting in a similar flight time but on a Dash 8 (no J class).

There’s no way the Q400 can make Guangzhou to Sydney.

 

[Wodger]

There’s no way the Q400 can make Guangzhou to Sydney.

My apologies & thanks for alerting me to this; it should be CBR (Canberra), not CAN. Updated accordingly.

 

[mannej]

To confirm, has all of the contact been via online chat or have you called QF?

 

[moa999]

OP obviously means CBR.

Not much you can do unless wanting to cancel or take a longer connection (either in BNE or SYD).

Doubt they will give any fare refund given how QF pricing works, if you booked the flight today there would be no difference if there is no Y class offered.
CBR-SYD is so short anyway that there's not much benefit to Business.

 

[Wodger]

To confirm, has all of the contact been via online chat or have you called QF?

All online so far. I’ve read other threads outlining call waiting times!

 

[Wodger]

OP obviously means CBR.

Not much you can do unless wanting to cancel or take a longer connection (either in BNE or SYD).

Doubt they will give any fare refund given how QF pricing works, if you booked the flight today there would be no difference if there is no Y class offered.
CBR-SYD is so short anyway that there's not much benefit to Business.

Thanks moa999, I suspect you’re right. Agree also about the CBR/SYD flight being short so no big deal. I would just like to better understand why they couldn’t have at least rebooked the seats together on the Dash 8 flight rather than separate on both ends of the plane. Do you know if I’d lose my ability to access the CBR business lounge as a result of the flight change and be told to use the Qantas Club lounge I’m a member of instead? Thanks.

 

[trippin_the_rift]

Thanks moa999, I suspect you’re right. Agree also about the CBR/SYD flight being short so no big deal. I would just like to better understand why they couldn’t have at least rebooked the seats together on the Dash 8 flight rather than separate on both ends of the plane. Do you know if I’d lose my ability to access the CBR business lounge as a result of the flight change and be told to use the Qantas Club lounge I’m a member of instead? Thanks.

Why does business class cost more, if it's no big deal, on such a short sector?

As pro-airline industry as I am - when airlines effectively bait and switch passengers (aka: cabin downgrades), the airline can't be profiting from the scenario.
That is exactly what is happening to you here. By not fighting for what you rightly deserve - you are giving permission for Qantas to act in accordance to the changes made without your consent.

I always believe passengers in cabin downgrade scenarios should be entitled to:
- Original routing credit
- All non-air benefits associated with the cabin you originaly purchased (eg: biz class check-in, lounge, priority boarding..)
- The difference in the paid fare versus the lowest available fare available at the time the passenger paid for their fare. (eg: the difference between the price of your 'J' class ticket and an 'N' class ticket that may have been available at the time of booking).

Airlines should never profit from making changes that hurt the customer.

Keep fighting.

 

[muppet]

Thanks moa999, I suspect you’re right. Agree also about the CBR/SYD flight being short so no big deal. I would just like to better understand why they couldn’t have at least rebooked the seats together on the Dash 8 flight rather than separate on both ends of the plane. Do you know if I’d lose my ability to access the CBR business lounge as a result of the flight change and be told to use the Qantas Club lounge I’m a member of instead? Thanks.

Yep. Based on this thread it’s back to the Pub. Very poor treatment awaits!

That being said, I’d take your downgrade email and plead you case politely. It can work sometimes.

Per QF policy, you don’t get lounge in CBR per your fare, it’s just your QP membership now.

 

[Wodger]

Why does business class cost more, if it's no big deal, on such a short sector?

As pro-airline industry as I am - when airlines effectively bait and switch passengers (aka: cabin downgrades), the airline can't be profiting from the scenario.
That is exactly what is happening to you here. By not fighting for what you rightly deserve - you are giving permission for Qantas to act in accordance to the changes made without your consent.

I always believe passengers in cabin downgrade scenarios should be entitled to:
- Original routing credit
- All non-air benefits associated with the cabin you originaly purchased (eg: biz class check-in, lounge, priority boarding..)
- The difference in the paid fare versus the lowest available fare available at the time the passenger paid for their fare. (eg: the difference between the price of your 'J' class ticket and an 'N' class ticket that may have been available at the time of booking).

Airlines should never profit from making changes that hurt the customer.

Keep fighting.

Thanks trippin_the_rift. I will certainly keep fighting with the usual professional courtesy and assertiveness I always apply in similar circumstances, and this will start with a call to Qantas within the next week asking why I have not yet received a reply to my customer complaint form and highlighting some of the points raised above. What is particularly disappointing is that the upgrade on both sectors was going to be a surprise for my wife & kids. The only surprise now will be announcing to them that my son will be not be sitting with us!!
By the way, the QF online agent I spoke with recently told me that they can’t change seat allocations from their end & that changes like this can only be done at check-in. From an outsider looking in (ie from a customer perspective) and having just gone through the process of making a dummy booking for 8 people for the identical flight on the day (to see if there are still plenty of seats available), this just seems weird to me.

 

[Wodger]

Yep. Based on this thread it’s back to the Pub. Very poor treatment awaits!

That being said, I’d take your downgrade email and plead you case politely. It can work sometimes.

Per QF policy, you don’t get lounge in CBR per your fare, it’s just your QP membership now.

Indeed. Having just got back from Broken Hill, the last thing I was planning to do was go “back to the pub”!

 

[Himeno]

There’s no way the Q400 can make Guangzhou to Sydney.

Sure it can. Just needs a few stops.

A map from the Great Circle Mapper

A map from the Great Circle Mapper

www.gcmap.com

 

[The man with no name]

Why does business class cost more, if it's no big deal, on such a short sector?

As pro-airline industry as I am - when airlines effectively bait and switch passengers (aka: cabin downgrades), the airline can't be profiting from the scenario.
That is exactly what is happening to you here. By not fighting for what you rightly deserve - you are giving permission for Qantas to act in accordance to the changes made without your consent.

I always believe passengers in cabin downgrade scenarios should be entitled to:
- Original routing credit
- All non-air benefits associated with the cabin you originaly purchased (eg: biz class check-in, lounge, priority boarding..)
- The difference in the paid fare versus the lowest available fare available at the time the passenger paid for their fare. (eg: the difference between the price of your 'J' class ticket and an 'N' class ticket that may have been available at the time of booking).

Airlines should never profit from making changes that hurt the customer.

Keep fighting.

Why can't they offer free upgrade on the same route to be used with in 12 months? Seems a fairer deal.

 

[Fergo747]

This is pretty much the same situation as this One way street?