Flights changed - recourse?

[ScotchNavajo]

We booked a family trip to Vietnam for May next year - Jetstar but booked through the Qantas site. We paid separately for seat selection through the Jetstar site.

Yesterday we got an email to say that our return flight had been changed to the previous day. This is annoying for several reasons, not least because we have connecting flights booked separately through Vietnam Airlines, which will now (as a minimum) incur a change fee, as well as our holiday dates which are booked as a package deal and so can't really be shortened by a day.

The package is a Luxury Escapes deal, which we had booked using Qantas points (probably irrelevant in this instance, but still).

Does anyone know what recourse / options we have? I haven't called Qantas yet but their email basically says you can either accept the change or ask for a refund / Flight Credit. Neither of those options is great, since we're still stuck with the issues around holiday dates & connecting flights. I'm assuming that Qantas will just say tough cough as far as those go, but does anyone have any experiences in getting them to recognise that this has caused a problem? And what about the paid-for seat allocations?

I'm fully expecting there to be a massive game of pass-the-buck as far as Qantas and Jetstar are concerned as well.

I'm Q Platinum and my wife is Gold, but again not expecting that to make any difference. But if anyone has some positive or optimistic views I would love to hear them.......!

 

[sudoer]

We booked ... Jetstar but booked through the Qantas site

The package is a Luxury Escapes deal

Some clarification is needed:

- Were the JQ flights part of the Luxury Escapes package, or were they booked separately?
- If separate, were the flights paid with cash or were they award seats?
- If cash, are you booked on a QF codeshare flight number (starts with QF) or a Jetstar flight number? (starts with JQ)

Depending on your answers you may have a good case to request either a different flight (a later date instead of an earlier one, if that's your preference) or you could ask to be booked on Jetstar Asia to SIN, then SIN back home.

I'm Q Platinum and my wife is Gold, but again not expecting that to make any difference.

Platinum means you can get through to the onshore call centre in Hobart, which should make this process far easier. The magic words are "involuntary change that does not suit our travel plans", but let us know your answers to the above questions first

 

[ScotchNavajo]

Some clarification is needed:

- Were the JQ flights part of the Luxury Escapes package, or were they booked separately?
- If separate, were the flights paid with cash or were they award seats?
- If cash, are you booked on a QF codeshare flight number (starts with QF) or a Jetstar flight number? (starts with JQ)

Depending on your answers you may have a good case to request either a different flight (a later date instead of an earlier one, if that's your preference) or you could ask to be booked on Jetstar Asia to SIN, then SIN back home.



Platinum means you can get through to the onshore call centre in Hobart, which should make this process far easier. The magic words are "involuntary change that does not suit our travel plans", but let us know your answers to the above questions first

Flights were booked separately, with cash, JQ flight number.

Cheers!

 

[kangarooflyer88]

I wonder too whether it makes any difference that OP booked the flights through QF versus direct with JQ? My experience having involuntary changes like that to an award booking is you can select any QF/JQ flights that will get you back to your origin that day online, and when calling on the phone you should be able to choose whatever QF/JQ flights get you back to your origin.

Thinking out loud, and not knowing where in Vietnam you are travelling to (I'll assume Saigon), what I would likely select is a routing on JQ to SIN then QF down to Australia from SIN where we know QF has tons of flights to/from that hub. As an added bonus you'd have access to arguably some of the nicest QF lounges in the network.

-RooFlyer88

 

[sudoer]

Flights were booked separately, with cash, JQ flight number.

Are you able to share the flight number and date that it was cancelled? And which Aus city you want to fly into?

I wonder too whether it makes any difference that OP booked the flights through QF versus direct with JQ?

Yes, there is a substantial difference in the fact they get to deal with the Qantas call centre, which in this case will give some preferential treatment as a Platinum. You have a half a chance of being rerouted on a QF flight, which is less likely if booking direct with JQ.

If it was booked as a QF codeshare, the chance of a reroute on QF metal is substantially higher again.

Thinking out loud, and not knowing where in Vietnam you are travelling to (I'll assume Saigon), what I would likely select is a routing on JQ to SIN then QF down to Australia from SIN where we know QF has tons of flights to/from that hub.

Yes, this is literally what I posted?

 

[ScotchNavajo]

Are you able to share the flight number and date that it was cancelled? And which Aus city you want to fly into?

JQ64 SGN-MEL
Originally booked for 27/5/23, now changed to 26/5/23

 

[encryptededdy]

As suggested I think give Qantas a call, hope you get one of the good call centres as a Platinum, and hopefully they can sort you out. You could try suggesting the alternate (via-SIN) routing to them.

I don't actually have any knowledge of previous instances of this happening (specifically JQ booked via. QF), so I'm unsure what they can and can't do for you.

 

[sudoer]

JQ64 SGN-MEL
Originally booked for 27/5/23, now changed to 26/5/23

Okay, I think it's worth calling QFF and mentioning that it was an involuntary change, the new proposed date does not suit your plans, and you cannot accept the proposed change.

Mention that you have found some alternatives that work to your schedule and want to see if you could be moved to one of them:

1. 3K to SIN, JQ/QF to MEL




2. QF codeshare to HKG, then QF back to MEL



3. JQ62 -> JQ63 on 28/5/23 (this is a SYD T1 international transit so you would get some F lounge time)

 

[docjames]

Most of those have X fare availability which if IIRC is the classic award fare class so should be readily do-able.

 

[kangarooflyer88]

A couple other possibilities I can think of that might work involving partners include:

• MH : SGN > KUL > MEL
• JL : SGN > NRT > MEL

You shouldn't have to pay anything extra in terms of points or fees since this is an involuntary change.

 

[ScotchNavajo]

Great stuff, thanks all for the suggestions. Will update on the outcome!

 

[sudoer]

If you get an agent who isn't willing to help, make it clear when ending the call that you're not accepting the schedule change and will think about your options and call back. Then wait a few minutes, and call again...

 

[RichardMEL]

Most of those have X fare availability which if IIRC is the classic award fare class so should be readily do-able.

noting this was a revenue fare per the OP's follow up so luckily not really relevant

it absolutely should be doable given it's an invol change. I agree with @sudoer's comments.

 

[kangarooflyer88]

noting this was a revenue fare per the OP's follow up so luckily not really relevant

it absolutely should be doable given it's an invol change. I agree with @sudoer's comments.

Whether or not the ticket was booked using points is immaterial when it comes to things like involuntary changes. A ticket is a ticket! My understanding is Qantas can make seat available on flights operated by the group (e.g., JQ or QF flights) for customers in these instances and given that OP is Platinum should provide further priority to getting this issue resolved.

 

[RichardMEL]

Whether or not the ticket was booked using points is immaterial when it comes to things like involuntary changes. A ticket is a ticket! My understanding is Qantas can make seat available on flights operated by the group (e.g., JQ or QF flights) for customers in these instances and given that OP is Platinum should provide further priority to getting this issue resolved.

which is what I wrote. I was simply responding to the comment about X class.

 

[sudoer]

While I think the Qantas call centre is very likely to fix this situation given OP's status, the reservation being made through them as a cash booking, and Jetstar is part of the Qantas group...

Whether or not the ticket was booked using points is immaterial when it comes to things like involuntary changes. A ticket is a ticket!

I don't believe this is correct. The Qantas conditions of carriage (link) lumps Jetstar in with any other partner airline, which makes involuntary changes/cancellations a bit of a minefield.

Qantas, we, us, our, ourselves	means Qantas Airways Limited (ABN 16 009 661 901) and Qantas' regional airlines operating in Australia under the QantasLink brand and trans Tasman flights (or such other flights from time to time) operated by Jetconnect Limited, unless otherwise specified. These Conditions of Carriage do not apply to Jetstar services.

This is why I asked right off the bat whether the flight was booked as Qantas codeshare:

2.1 Application of Conditions of Carriage​

Except as provided in 2.4 (Overriding Law), 2.5 (Reading Down) and 2.8 (Charter Operations), these Conditions of Carriage apply to travel on our flights or flight segments, where 'Qantas' or our Airline Designator Code 'QF' is shown as the Carrier on your Ticket, and in any case where we have a legal liability to you in relation to your flight.

In addition, if the CoC are found to apply (which I doubt) there's then this obstacle:

2.9 Additional Services or Other Forms of Transportation​

(a) If we make arrangements for you with any third party to provide any services other than carriage by air on a QF Airline Designator Code, or if we issue a Ticket or voucher relating to transportation or services (other than carriage by air) provided by a third party, such as hotel reservations or car rental, in doing so we act only as agent. The terms and conditions of the third party service provider will apply.

Which means the provisions in the CoC which set out Qantas' obligations for involuntary changes/cancellations do not apply.

Whether or not the ticket was booked using points is immaterial when it comes to things like involuntary changes. A ticket is a ticket!

As you can see from the clauses above, this is not correct unless the flight is booked with a QF designator, which is not possible for nearly all partner awards bar a few exceptions. Jetstar is one of those partners in this instance.

It would be great if you could avoid passing opinion as fact - many people read these threads and this is how misinformation starts. If your interpretation of the conditions of carriage is different, by all means please hit me with some clauses for healthy debate.

My understanding is Qantas can make seat available on flights operated by the group (e.g., JQ or QF flights) for customers in these instances and given that OP is Platinum should provide further priority to getting this issue resolved.

Yes, Qantas can, but they are not obligated to do so. Their only actual obligation (as they are 'acting as an agent') is to provide the service paid for, or a refund.

 

[docjames]

noting this was a revenue fare per the OP's follow up so luckily not really relevant

it absolutely should be doable given it's an invol change. I agree with @sudoer's comments.

which is what I wrote. I was simply responding to the comment about X class.

Apologies for the distraction - I mis-read it as a QFF (reward) fare.

Agree step 1 is call Qantas and seek a solution - be clear with what you want and be prepared to make an acceptable compromise.

 

[ScotchNavajo]

Hi all, as an update to this I've spent 1.5hrs on the phone with someone in (I think) South Africa, who has been insistent that it's Jetstar's fault and so they can't rebook me on other flights (eg SQ, which is an option on the QF website) without an additional fee. I've politely explained that we won't be paying anything extra but still no resolution as yet. She's promised to call me back! But not holding my breath. Will go for round 2 tomorrow if no joy.

 

[sudoer]

South Africa

HUACA til you get Hobart on the phone.. best bet seems to be early morning 7-8am.

 

[ScotchNavajo]

HUACA til you get Hobart on the phone.. best bet seems to be early morning 7-8am.

Thought I'd give it another try this afternoon - South Africa again but yes, no problem, we can get you on an SQ flight SGN-SIN the next day and then QF SIN-MEL! Done and ticketed.

Appreciate all the advice, thanks.