JQ Cancelled Flight Issues

[Buzza]

Hi All,

We just returned from a trip to Bali using QFF points with wifey and 2 kids , itinery was:

JQ Business MEL - DPS and returning
JQ Economy DPS - PER -> QF Business PER - MEL
(Couldnt book direct as no flights available at the time)

When we got to DPS JQ advised that our flight to PER was cancelled and we were put on a flight direct to MEL the next day (JQ supplied fantastic hotel for the night plus meals admittedly)
That DPS - MEL flight was in Economy but after i mentioned we were in Business PER - MEL JQ put us in Business and we reconfirmed that the next morning with the customer service manager.

When we arrived at DPS we were given Economy tickets, and of course JQ denied everything that was confirmed in the morning even though we spoke to the same customer service manager. We eventually upgraded (after the JQ customer service person threw phones on the floor and ripped computer screens off his desk) at a cost of $396 each, yes we could have gone economy but love flying business and the kids sleep well there, otherwise it would have been mayhem in economy with the kids.

My issue and question is, are we entitled to recover the points we redeemed on the QF Business PER - MEL as that flight never eventuated due to the original JQ cancelled flight.

Also we were never contacted on the flight cancellation and JQ claim they didnt have our details, I find that hard to believe as I would of thought QF pass on all details to JQ for QF flights operated by JQ espescially when booked via QFF.

Appreciate any suggestions or feedback before i get on the JQ complaint rollercoaster.

 

[eastwest101]

There will be better qualified people than I but when you make your complaint to JQ you may have to clarify exactly what was the timeline - as I read that post its confusing about whom said what and when. Before the JQ MEL-DPS, when you arrived at DPS, when you were notified of the cancellation, how many times did you present to DPS check-in? etc.

 

[Buzza]

Good point eastwest101, this is my first post so appreciate the feedback.

To clarify:

On scheduled departure date for DPS-PER when we were first notified of cancellation:
When we got to DPS JQ advised that our flight to PER was cancelled and we were put on a flight direct to MEL the next day (JQ supplied fantastic hotel for the night plus meals admittedly)
That DPS - MEL flight was in Economy but after i mentioned we were in Business PER - MEL JQ put us in Business and we reconfirmed that the next morning with the customer service manager.

The next day when we arrrived at DPS for departure on our new flight DPS-MEL:
When we arrived at DPS we were given Economy tickets, and of course JQ denied everything that was confirmed in the morning even though we spoke to the same customer service manager. We eventually upgraded (after the JQ customer service person threw phones on the floor and ripped computer screens off his desk) at a cost of $396 each, yes we could have gone economy but love flying business and the kids sleep well there, otherwise it would have been mayhem in economy with the kids.

Hope this clears up the timing.

 

[JohnPhelan]

1. Given that PER-MEL on QF were apparently redemption (award) flights, I take it that flight was ticketed separately to MEL-DPS-PER?
2. Did you (not JQ) cancel the QF redemption tickets PER-MEL prior to the scheduled flight time?