Emirates (Qantas codeshare) flight SYD to AKL downgrade. What would you do?

[Nooks]

I had booked a classic reward for my wife and I on the Emirates A380 from SYD to AKL due to fly in October 2017 in first class. I twas going to be our first time ever (and last for a while) in first class. I've just heard that Emirates have decided not to use their A380 from mid-July (due to poor demand) which means no more first class.

I've called Qantas and they've said I need to cancel my booking and try and book a new business reward seat (subject to availability). I asked if we'd still be able to go into the first lounge and was told "no".

It seems unfair to me that firstly, they haven't been proactive in calling me, and secondly, between Qantas and Emirates, they are not doing any of the leg work and want me to re-book the flight myself. They did offer a full refund, but it's annoying that I had transferred Amex premium points into Qantas to get the flight in the first place (which I can't return back to Amex points). I'm tempted to know fly with another airline altogether...

I'd be fine with flying in business and still getting to go into the first class lounge in Sydney (with the extra points refunded back to Qantas points).

Do I have unrealistic expectations? Otherwise, how would you approach Qantas/Emirates to get the best outcome?

 

[juddles]

Unfortunately in the world of air travel these things can happen. And equally unfortunately QF are correct in their simple offer of return of points, and no F lounge if it is rebooked in business. I know this is disappointing, but if you think you will get anything more than this then I suspect this will just prolong and enhance that disappointment.

Sorry, but i really feel this is good advice.

Maybe you could try to book via BNE but then you obviously miss out on the Flounge experience. Also, is their another destination in NZ that emirates still does F to from SYD? That may get that lounge experience..

 

[docjames]

I'd be asking for a re-route via MEL.

 

[TheInsider]

I'd be asking for a re-route via MEL.

Not too sure about points bookings, but they can re-route via MEL. It's in their documents.

 

[sudoer]

EDIT: I was wrong!

 

[Princess Fiona]

I'd be asking for a re-route via MEL.

Same
I think the OP is getting a rough deal here.
The call Centre is simply wrong. QF must offer to rebook/reroute the OP. Commercial policy below.
Qantas

 

[ric_melb]

There is another thread on AFF detailing what you are entitled to, I suggest you check that out. The option direct SYD/AKL would be business on QF. It may be possible to fly via MEL or BNE in EK First across the Tasman. So check that thread. Refund of points and F Lounge access would depend on what alternative you book.

 

[juddles]

Same
I think the OP is getting a rough deal here.
The call Centre is simply wrong. QF must offer to rebook/reroute the OP. Commercial policy below.
Qantas

That is subject to reward flight availability, according to that link....

 

[bismarck]

I'd be asking for a re-route via MEL.

Agreed. Hang Up and Call Again until you find an agent that will agree to this.

To the other poster, you should still be able to access the F lounge when flying F. See here.

Relevant clause is

Emirates FirstNext onward flight that day must be operated by Qantas or Emirates with an EK flight number.
One guest allowed and must be travelling with the member on the same flight.

 

[sudoer]

To the other poster, you should still be able to access the F lounge when flying F. See here.

Oh, indeed. My apologies - will edit out the misinfo.

 

[Princess Fiona]

That is subject to reward flight availability, according to that link....

Indeed and is what the call Centre should have proactively offered to do for the OP. Sounds like a fail to me.

 

[Eija]

As others have said call them back and ask for reroute via MEL. You'll get A380, Flounge Time in both QF & EK. But more importantly in AKL on the way home. I'm sure there are people here that can check availability for you with exact dates.

 

[Nooks]

Qantas actually called me this afternoon (a pleasant change from being on hold for an hour on the weekend). In the end, I had to take the points refund. They did offer to re-route via Brisbane or Melbourne however since they are early flights, it would have required a Friday night flight and that didn't fit in with our plans. The gentlemen couldn't offer me first class lounge access but did suggest I could give it a crack by showing them my original booking in first class and see how I go (no guarantees).

 

[bsb]

I'm intrigued that you have an expectation to have Flounge access. I'm happy you got the rest sorted out.

 

[Nooks]

It wasn't so much an expectation, more of a hope. I may well be wrong (having never flown first class), but I can't imagine that much of a difference on the short flight (there's only so much you can eat and drink). Going to the lounge was going to be as much of a highlight as the flight itself. I was hoping that Qantas was going to want to smooth things over, but not to worry. I was more relieved that they actually called me and changed the booking, rather than drop the mess in my lap and walk away from it.

 

[JohnPhelan]

It wasn't so much an expectation, more of a hope. I may well be wrong (having never flown first class), but I can't imagine that much of a difference on the short flight (there's only so much you can eat and drink).

Oh, there's a BIG difference on EK - meals and showers.

 

[RichardMEL]

It wasn't so much an expectation, more of a hope. I may well be wrong (having never flown first class), but I can't imagine that much of a difference on the short flight (there's only so much you can eat and drink). Going to the lounge was going to be as much of a highlight as the flight itself. I was hoping that Qantas was going to want to smooth things over, but not to worry. I was more relieved that they actually called me and changed the booking, rather than drop the mess in my lap and walk away from it.

EK F there is a difference, biut note that breakfast in the SYD lounge is nice, but it's not the best time to be there (and it's horribly busy) and note no priority for spa appointments(and not sure when it is open anyway) - I suppose the value of the F lounge is going to be different for everyone and fully understand you perhaps see this as a "once in a lifetime" thing (potentially). It's unfortunate your plans don't allow for a reroute though but it seems that QF did really try and come to the party to give you options.

Remember that EK probably dropped this decision on QF as much as on the customers. Imagine how many forward bookings they have had to change given the relatively short notice? (this is just a general comment not directed at anyone here)

 

[Madison177204]

I had booked a classic reward for my wife and I on the Emirates A380 from SYD to AKL due to fly in October 2017 in first class. I twas going to be our first time ever (and last for a while) in first class. I've just heard that Emirates have decided not to use their A380 from mid-July (due to poor demand) which means no more first class.

I've called Qantas and they've said I need to cancel my booking and try and book a new business reward seat (subject to availability). I asked if we'd still be able to go into the first lounge and was told "no".

It seems unfair to me that firstly, they haven't been proactive in calling me, and secondly, between Qantas and Emirates, they are not doing any of the leg work and want me to re-book the flight myself. They did offer a full refund, but it's annoying that I had transferred Amex premium points into Qantas to get the flight in the first place (which I can't return back to Amex points). I'm tempted to know fly with another airline altogether...

I'd be fine with flying in business and still getting to go into the first class lounge in Sydney (with the extra points refunded back to Qantas points).

Do I have unrealistic expectations? Otherwise, how would you approach Qantas/Emirates to get the best outcome?

We had the same problem but were able to transfer (with no extra money or points) to BNE/AKL in F as Emirates are still flying that route. OK there is no great experience with entry to a F lounge like there is in SYD (I think it is a mixed F/Business lounge at the internatonal airport in BNE)but if you want the first class flight experience on Emirates perhaps this is an option for you as it is for us? Best of luck

 

[docjames]

FWIW i'd have thought allowing F access on an "as it was booked" basis would be an easy "PR win" in a situation where the (paid up) customer wasn't able to complete the purchase due to the company's change.

 

[flychrisfly]

It's not clear if the OP wanted to stay in AKL or just enjoy the F travel... If the latter then EK are still flying their A380s SYD-CHC-SYD...