Flight delayed, missed connection and abandoned by Qantas

drron

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In hindsight never book another ticket with QF ever.
Anyone going to try an excuse for QF with this one?
I can only imagine the utter devastation when your carefully planned holiday goes pear shaped as it starts.

I would never advise anyone now to get QFF awards on partner airlines. disasters are happening all too often
The only appropriate step for AJ is to step down now.
 
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Scr77

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I hope OP has luck with compensation. Qantas has become so pathetic that even getting a refund might be a challenge, given the ticket had commenced.

FFS, the Teflon has to start wearing off Alan at some point. This really needs to be forwarded to media again.
 

dajop

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Assuming one had travel insurance. In this situation if the OP just booked a revenue J fare on the next QR flight out of BNE (and any others needed for the trip caused by these issues), would insurance be liable to pay out?

In my mind, this is precisely what travel insurance is for. However, I know if I was in that situation I would be hesitant to spend big money like that being unsure whether it would be paid out or not. Thoughts?

It really depends on the policy. Some will cover it, if there are pre-paid expenses, others will not cover it, especially if it's the fault of the carrier. Pays to understand the policy being purchased.
 

MrJetset

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Assuming one had travel insurance. In this situation if the OP just booked a revenue J fare on the next QR flight out of BNE (and any others needed for the trip caused by these issues), would insurance be liable to pay out?

In my mind, this is precisely what travel insurance is for. However, I know if I was in that situation I would be hesitant to spend big money like that being unsure whether it would be paid out or not. Thoughts?
This is a common and incorrect misconception.

Under Travel Inconvenience which relates to misconnects, you'll often find a maximum set limit and it only covers the flight originally purchased. Many think you can just buy a revenue ticket but that is not the case.

In the case of points, if forfeited then they will calculate a cash refund equivelent. If a revenue fare they will cover the amount of the fare lost. They will not pay for a new Y or J ticket, which at the last minute, can be much, much more expensive.

AMEX Plat Travel Insurance cover is:
 

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Daver6

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Most insurance would ask you to get as much as you can back from the airline. They would then deduct the cost of your points (no idea how) from your revenue J fare. Though this was 4 years ago.

Pretty sure all loyalty programs state that the points themsevles have no value.

It really depends on the policy. Some will cover it, if there are pre-paid expenses, others will not cover it, especially if it's the fault of the carrier. Pays to understand the policy being purchased.

When is a missed connection not the fault of the carrier?
 

JohnK

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Since this can happen to anyone, with the benefit of hindsight, what could OP have done differently which could have resulted in a better outcome?
I would not have accepted a domestic flight due to arrive 95 minutes before international departure.

I know it meets MCT but when things go wrong you'll lose out even if airline puts you on next available flight.
 

MrJetset

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Pretty sure all loyalty programs state that the points themsevles have no value.



When is a missed connection not the fault of the carrier?

Travel insurance will calculate a cash value of the points. This is generally worse than what the airline may give you as an estimate, so useful to find out and counter.
 

justinbrett

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Doesn't help if Qantas moves your flight to have a 95 minute connection and refuses to change it, like what happened to OP.

Which is absolutely NOT their policy. I had a flight cancelled a few weeks ago - I could select ANY flight that day regardless of the fare. I didn't even need to speak to an agent - the website offered the change automatically.

Unsure why this happened to OP.
 
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Which is absolutely NOT their policy. I had a flight cancelled a few weeks ago - I could select ANY flight that day regardless of the fare. I didn't even need to speak to an agent - the website offered the change automatically.

Unsure why this happened to OP.
The difference between Platinum & Gold, perhaps (spare a thought for us lowly Bronze…😳).
 

richh1833

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This is a common and incorrect misconception.

Under Travel Inconvenience which relates to misconnects, you'll often find a maximum set limit and it only covers the flight originally purchased. Many think you can just buy a revenue ticket but that is not the case.

In the case of points, if forfeited then they will calculate a cash refund equivelent. If a revenue fare they will cover the amount of the fare lost. They will not pay for a new Y or J ticket, which at the last minute, can be much, much more expensive.

AMEX Plat Travel Insurance cover is:

This is off-topic but I don't actually think the Travel Inconvenience covers the cost of flights as per the PDS. I'm not even sure what might cover this scenario.

Just under Travel Inconvenience (doesn't seem like it covers flights?)

We will reimburse You for additional hotel accommodation (room only) and restaurant meals or refreshments up to the maximum relevant cover section limit inclusive of sub-limits as shown in the Schedule of Benefits
 

madrooster

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Hi All, thanks for all the messages of support. I can confirm it was two Qantas classic reward ticket in J ( Qsuites), the taxes and fees on those were $1.4 k for the two tickets and the economy seats to replace those was $6.6 k plus another $1k for flights in europe to get to Athens.

In this case you would've held a 081 ticket number for all 3 flights ie. same ticket. A cancellation within 72 hours of departure, otherwise known as an 'involuntary' change is considered within the operating carrier's control and the operating carrier of the delayed flight is responsible for rebooking you to your destination. That could've been in various forms depending on when the delay or cancellation happened:

Examples:

1. Rebooking you Sydney to Athens and bypassing Brisbane altogether
2. Rebooking you from Brisbane to Athens

If a cancellation or time change happens > 72 hours out, otherwise known as a schedule change, then the responsible party is the ticketing carrier and if it was booked via an agent, then the agent is responsible.
 
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MelMel

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Jun 9, 2019
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This would make a great story for A Current Affair. Also a great thesis on destroying brand goodwill. If only the Qantas Board would listen.
As much as I disagree with running to the media for every inconvenience I think in this instance it would be warranted. This was not an isolated incident affecting one person but 50+ people with a blatant disregard for passengers and their rights.
 

justinbrett

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The difference between Platinum & Gold, perhaps (spare a thought for us lowly Bronze…😳).

I very much doubt that feature is only made available to elites - that should be available to all pax.

You've got to know the rules so you can hold the airline to them - it's the low status members who usually get screwed because they don't know any better.
 

Scr77

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@Dr Ralph With these issues becoming more common and in the interests on AFFers, is there someone who specializes in airline/FF program law?
 

Guvner

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It's all well and good to know the "rules", but if the person on the other end of the phone/other side of the desk either doesn't know them, or refuses to adhere to them, there's not much you can do right there and then. Being denied lounge access, when the rules stating you have entitlements are abundantly clear, is a common example.
 

justinbrett

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It's all well and good to know the "rules", but if the person on the other end of the phone/other side of the desk either doesn't know them, or refuses to adhere to them, there's not much you can do right there and then. Being denied lounge access, when the rules stating you have entitlements are abundantly clear, is a common example.

HUCA.
 

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