JAL treats Premium Economy as an Economy Fare

[Jack Cornell]

Close friend of mine and her son booked Premium Economy Canberra to Sapporo with Sydney to Narita JHL772 ticketed as Premium Economy. JAL has reconfigured their aircraft for the flight , rebooked my two friends into Economy with no offer of a refund or anything else, and seated them 20 rows apart. When queried on this, JAL Sydney Office stated that a Premium Economy ticket is an Economy ticket and so any reallocation by the airline to full economy fare and into the back of the plane is well within the ticket conditions. I'm shocked by this as JAL used to be one of the better airlines for customer service and one I have personally flown many times in Premium Economy sectors without the same thing happening. They have JAL Electronic tickets showing the premium economy bookings. It seems to me that Japan Airlines have broken the contract with the customer and I've not heard of any other airline pulling a similar stunt, but it stinks. Anyone stuck a similar rout?

I'd appreciate feedback on what my friends should so. As it happens, we are travelling Qantas Business on the same legs (as far as Narita) and so apparently dodged the bullet. My friend is looking at a $4,000 loss on the ticket with little chance of an insurance claim as the airline is maintaining that Premium Economy and Economy are fully interchangeable at its discretion. Advice: don't book a premium seat ticket with Japan Airlines lest they treat you similarly.

 

[SimonF]

Better photo here http://img443.imageshack.us/img443/3294/image1kp.jpg

Okay. Anyone that booked PY post 1st of December is screwed! Firstly, did you actually book PY (premium economy) as JAL calls it or did you book a high fared economy fare that gives you access to PY seats? eg. if you buy full economy with JAL you can allocate yourself PY seats.

Anyway i've seen the travel agents press release regarding this and JAL's standard practise when swapping out planes is as follows
1) Offer full refund free
2) Allow you to rebook a cheaper fare class in economy - *edit* added photos of press release and rebooking into economy.

If you booked a high class fare of economy and just self allocated yourself premium economy seats then tough luck.... you played the game and lost.

The swapping out of this airplane for a 787 was totally inevitable given NRT-SYD is a resort run and premium cabin sales were soooo terrible. Have you flown this route before? PY is like never full unless it's new year or golden week (now) and normally half empty and business class the same. PY is only good on business runs and sadly for JAL SYD to NRT is no longer that hence the airplane change out.

Just a bit of history for you about JAL and ANA as they are similar airlines tactic wise. Premium economy exists mostly for business and government flyers that can only fly economy but book the highest fare class so something to reward them with as they can allocate themselves free into premium economy but still paying for economy fare. ANA offers premium economy to its elites free on check in however jal doesnt but generally speaking PY fares are sometimes higher than the fares for business saver class as they seriously don't want you to book them. Might be different ex Syd as that whole route seems screwed but hopefully you get the gist of it.

 

[Jack Cornell]

She booked it as Premium Economy return flying 8th Jan 2014 in February or early March this year (soon as it opened) and the JAL electronic ticket shows Premium Economy from SYD -NRT and notes that CBR-SYD and NRT-Spk will be in economy. JAL did NOT offer her a refund. Said the change was within their rules and tough luck. Appreciate the feedback.

If it's common practice and she has done her money, we'll have to look at other ways. Maybe a song like the "United Breaks Guitars" one. That certainly hurt United and improved their customer service. We're retired and have time to really fight such potentially questionable practices. Like you, I would have expected an offer of full refund as they broke their written contract with her.

 

[SimonF]

Given you say you have a lot of time, i'd say your best options now would be to shop around and check prices on QF and CX as they offer premium economy to CTS or SPK and if the prices are within what you would spend then fight JAL for a full refund which i suspect they might bow down to eventually and then rebook premium economy with QF or CX. JAL's customer service is one of the best around and i am sure they are completely within their right to put you in economy as they are definitely not some dodgy second rate airline - they following rules and guidelines to the letter so one can assume in your case that's exactly what they are doing. I can tell you now that the pull that the customer service located in Australia for JAL is nothing compared the pull of the customer service in the Japan based one has.... might be worth giving Japan based international flights call centre a call if things don't pan out with the Australian based one. But be prepared for them to tell you you've called the wrong number and continue to fight it... i guess with a lot of time on your hands i'm sure you'll working something out.

 

[dalereardon]

How long ago did you purchase the tickets? With Amex or bank credit card?

You might be able to do a chargeback with your credit card - the business is refusing to deliver what you purchased so the bank might be prepared to get involved. They might take some persuading but as you say you have the time to write some letters. There is always the internal dispute with the bank and then the banking ombudsman after that.

Dale.

 

[bobe]

I done dummy run on fares with JAL last week from PER- LAX via SYD in Y+, on Tues I got a fare off a lady in the call center in SYD and gave me a fare of $36001, the fare from PER- SYD in Y ( these are based on flying FEB- MAR 2014)on Thursday I rang to confirm thses prices and this time spoke to a Gent, he Quoted me Y PER-SYD Y from SYD to Tokyo Y+ LAX and the return, $ 2600 SAME FLIGHT NUMBERS I was quoted the previous day off the lady, I said how is it I have 2 diff quotes , he said " we are reconfiguring the planes" and when the planes are finished we will have Y+ from Syd- Tokyo. BE WARY!!!

 

[bobe]

Sorry should be $ 3601 fare off the lady.

 

[ckck]

Just a thought (as I am not familiar with JAL) but if your ticket has been bumped back to a full fare Y, then you may be able to push for a full refund on the tix. You haven't mentioned which bucket your new downgraded Y ticket is in but maybe this table will help you a little. JAL Planning Your Flight - Fares HTHS.

 

[Jack Cornell]

Just want to say thank you for this information (and particularly the image jpeg file URL). Passed it across to my friend and, using the information contained in it, JAL have agreed to a full refund for her and her son. They are now going to book a Qantas flight similar to those my wife and I already had. Thanks to you, the outcome is a good one.

 

[SimonF]

That was easy. I hope they get a good fare with Qantas!

 

[bobe]

GOOD news , this forumn is magic

 

[Ansett]

Just want to say thank you for this information (and particularly the image jpeg file URL). Passed it across to my friend and, using the information contained in it, JAL have agreed to a full refund for her and her son. They are now going to book a Qantas flight similar to those my wife and I already had. Thanks to you, the outcome is a good one.

Excellent outcome and looks like QF have a sale on to NRT for 2800 return in PE or 4200 in J for a departure SYD-NRT on say 6 Feb returning 6 March or of you book through the .br site you can get PE for around $2550 no good deals in J on the .br site.

Good luck and enjoy