I've been QF'd and QR'd again and again. <whinge/rant>

[Guvner]

Spoke to an agent on Tuesday morning who promised to call me back within 24 hrs, well you can guess.
Spoke to another agent this morning (Thursday) who insisted that what was on the e-ticket wasn't important, it was what's on the booking... obviously not true, called her out on it and asked "what's the point of having a ticket then?" she sounded panicked and couldn't answer.
Promised to call me back within 24 - 48 hrs. I said "I doubt it, nobody from Qantas has called me back about anything in the last 5 years" except when a cc was "declined"... which it actually wasn't according the bank.
So yeah, I'm just passively going along for the "service recovery" journey now, emotionally detached from the outcome.

 

[CaptainCurtis]

@Guvner, sorry to hear about what you are going through. I have PM'd you.

 

[Guvner]

Update on this saga.
Obviously nobody from Qantas called me back, despite repeated promises from four different CC agents and one from a "Team Leader" over the period of a week.
I thought I'd made some progress when the original return flights (ATH-DOH-MEL) re-appeared on my booking after my last call (85 minutes) on Tuesday.



Upon examination I noticed they were showing as "I" fares. As soon as I saw that I thought "nup, that won't stick". As predicted, no new ticket came through and 24 hours later.. flights gone from booking again.

So after yet another wasted week and five farcical phone calls, I've conceded defeat and booked ATH-DXB-MEL revenue in First on Emirates (~$AUD7k on 176 stock which I thought was a bargain). All ticketed, seats selected, complimentary chauffeur booked. A nice three hour visit to EK's F lounge.
No stress at all.

I'm not going to request a refund of my QFF points / $ charges for the missing Qatar return flights until I've actually landed in Athens, with a souvlaki and a beer sitting in front of me, as I know they'll have to reticket. If I do it prior, I'll lose the MEL-DOH-ATH outbound... because we all know that's exactly what will happen.

 

[LeaFar]

I say QF's on the hook, provided you can get some evidence that QF was notified You had a ticket. Pursue Qantas through NCAT in New South Wales or another appropriate avenue. As you well know, this is happening far too often. If you can't get evidence QF was notified, go them anyway, because by that point QF won't have been cooperative and you will have exhausted other options.

I'm happy to help you in any way I can, having dealt with airlines in Australian courts in the past and with my first taste of NCAT coming up soon.

Hello
I would love some advice. Same thing has happen Qantas FAILED to reissue ticket in time even after I kept calling them. Passengers are currently in London with no flight confirmed home.
Should I pay for a new ticket and take Qantas to Small claims tribunal for failing to re issue ticket.
I appreciate any advice. Thank you

 

[NM]

Hello
I would love some advice. Same thing has happen Qantas FAILED to reissue ticket in time even after I kept calling them. Passengers are currently in London with no flight confirmed home.
Should I pay for a new ticket and take Qantas to Small claims tribunal for failing to re issue ticket.
I appreciate any advice. Thank you

Hi @LeaFar ,

Am I correct in assuming that the passengers involved traveled to the UK on QFF ward tickets and now the return flights have been cancelled? So the AU-UK flights and the return flights were on the same booking? If that is the case, then as far as I am concerned, the QF has an obligation to get the passengers home and cannot just cancel the return ticket and provide a points refund. Once the journey has commenced, flight changes/cancellations should be considered IRROPS and the ticketing issuing airline should be responsible for finding a way home for the travelers.

 

[LeaFar]

Hi @LeaFar ,

Am I correct in assuming that the passengers involved traveled to the UK on QFF ward tickets and now the return flights have been cancelled? So the AU-UK flights and the return flights were on the same booking? If that is the case, then as far as I am concerned, the QF has an obligation to get the passengers home and cannot just cancel the return ticket and provide a points refund. Once the journey has commenced, flight changes/cancellations should be considered IRROPS and the ticketing issuing airline should be responsible for finding a way home for the travelers.

Yes all the flights on the same PNR. The day before departure we noticed the Qatar flights missing, so Qantas have WL the return flights and issued the outbound tickets, so passengers arrived in London today. If you don't mind me asking what does IRROPS mean? Thank you for replying, Im almost broken with anxiety. I'm the mum and this is the kids first overseas trip.

 

[SooziQu]

I just want to wish you well with your health...maybe one of the Frequent Flyer Solutions booking team can try to help you out here

My thoughts exactly. I hope someone can step in and help this member out. Way too much stress to do alone when you are battling terminal illness.

 

[Vic]

Yes all the flights on the same PNR. The day before departure we noticed the Qatar flights missing, so Qantas have WL the return flights and issued the outbound tickets, so passengers arrived in London today. If you don't mind me asking what does IRROPS mean? Thank you for replying, Im almost broken with anxiety. I'm the mum and this is the kids first overseas trip.

IRROPS means irregular operations.
Basically just put it on the airline.
Please don't stress.
At a fundamental level, Qantas are going to get in big trouble with UK immigration if your kids are not flown home. Qantas flew them to the UK, with a valid return booking, they cannot just dump them there.

 

[NM]

Yes all the flights on the same PNR. The day before departure we noticed the Qatar flights missing, so Qantas have WL the return flights and issued the outbound tickets, so passengers arrived in London today. If you don't mind me asking what does IRROPS mean? Thank you for replying, Im almost broken with anxiety. I'm the mum and this is the kids first overseas trip.

Under conditions deemed as Irregular Operations (IRROPS), such as flight cancellations, delays etc that occur during or immediately prior to a journey (normally deemed as within 72 hours of scheduled departure) the airlines have flexibility to make changes to your flights that are not bound by the original ticket conditions (such as fare class conditions, change fees etc.). So with IRROPS, they can put you in any available seat and not require the same fare class to be available.

I would have absolutely no expectation that the WL flights will be confirmed and would be constantly hounding the ticketing airline about how these passengers are going to get home and who is going to fund any additional costs such as accommodation and new tickets.

 

[Danger]

Hello
I would love some advice. Same thing has happen Qantas FAILED to reissue ticket in time even after I kept calling them. Passengers are currently in London with no flight confirmed home.
Should I pay for a new ticket and take Qantas to Small claims tribunal for failing to re issue ticket.
I appreciate any advice. Thank you

I think NCAT needs to be a last result, particularly given the uncertainty surrounding federal jurisdiction. Others have provided some good advice.

 

[MELso]

I think NCAT needs to be a last result, particularly given the uncertainty surrounding federal jurisdiction. Others have provided some good advice.

Only if you're pursuing matters under the Australian Consumer Law (Cth), rather than the Australian Consumer Law (NSW). (They're the same, but different.)