Just got bumped Qantas Business Hobart to Sydney to a middle seat on Jetstar!

[Wheredidgogogo]

I am one cranky Platinum flier.

The qantas flight out of Hobart tonight was delayed by three hours so they put me on the Jetstar flight direct to Sydney without asking me (leaving the same time).

And to make it worse, when I was called to the counter I was told that I would have to join the Jetstar queue to collect my boarding pass! If you've even been to Hobart you would know that the Jetstar counters are right next to the Qantas counter. The Qantas girl couldn't even walk up to the Jetstar girl and get my boarding pass. It was like watching the episode of come fly with me where they use the phone instead of reaching over the baggage belt.

Unbelievable. A platinum flyer, with a business class boarding pass getting bumped to a budget airline and then being told to join the queue behind 30 people to get a boarding pass!

When I got a bit cranky the failsafe line 'it's a different airline' was pulled out.

To make the situation even more infuriating I arrived at the airport early and asked if I could be put on the earlier jetstar flight and was told no chance.

Platinum is worth jack in this airline.

(this is my first post, I'm searching the internet for places to vent!)

 

[Princess Fiona]

Welcome to AFF, I totally agree atrocious customer service from QF

 

[dajop]

Were you on a redemption or paid business class fare? If it was a paid fare, I would have been asking for a refund so you can purchase a fare on the direct Virgin Australia flight! I guess though they were doing you a favour as if you'd been on the delayed QF flight, you would have had to o/night in MEL, instead of arriving in SYD that evening. The 30 mins to queue for a BP is a bit rude though!

 

[Wheredidgogogo]

Thanks for the welcome Fiona.

I was travelling on points but how I paid for the flight shouldn't matter either way. To get platinum status you have to spend a few bucks with the airline.

Qantas now has one or two token flights a day out of Hobart and the rest are Jetstar.

I've calmed down a bit now and I appreciate that they were trying to get me home. But calling me to the counter and then telling me to queue behind 30 people for a boarding pass shows how disfunctional the Qantas group is. I imagine the Qantas check in staff won't go near the Jetstar kiddies in case they catch something.

The seats on Jetstar were revolting and the plane was packed but the crew were friendly.

There is also nothing more infuriating than hearing that Jetstar is a different company. BS. they didn't rush to put me on a Virgin flight

 

[TonyHancock]

These days I am a little more philosophical about this sort of thing. I'm not commenting upon the the customer service, but if QF did move me to another flight under the same circumstances I would be pleased that I was getting away earlier. (I might still be annoyed at the way I was dealt with!)

It happened to me on and AKL-MEL flight a couple of years ago and I got a shocking seat on an EK flight...but I was pretty happy to get home ahead of schedule. I called QF up and they duly credited my account based upon original class and routing.

 

[mannej]

It is a double edged sword is it not?

Get you away earlier due to a delayed flight- sounds great minus the JQ part. They way they went about it not so great. If they were proactive about it, they could have had everything organised ahead of time.

Does anyone think it is worth calling QF and asking for the refund of the difference of points between Y and J? There is probably some T&C that probably says tough, but this could be a redeeming factor?

 

[pauly7]

It is a double edged sword is it not?

Get you away earlier due to a delayed flight- sounds great minus the JQ part. They way they went about it not so great. If they were proactive about it, they could have had everything organised ahead of time.

Does anyone think it is worth calling QF and asking for the refund of the difference of points between Y and J? There is probably some T&C that probably says tough, but this could be a redeeming factor?

You are of course entitled to receive the points for the class originally booked - or of course a refund to match the difference if paid with points.

I'm glad once you calmed down you realized they were actually being really proactive rebooking you! I bet not everyone was and then got a nice little 3 hour session sampling the lack of delights at HBA!!!

When you call them, be positive and calm, thank them for getting you home on time then explain your only problem with that is....etc

Couple of people here are quick to negative knee jerk, but thanks for posting your experience

Let us know how you go!

 

[Simo]

I would be both fuming angry and thankful that I got to my destination on time.My biggest issue is paying for a premium service and getting a budget product.

 

[Austman]

Is there no check-in possible in the Hobart QP? If it was just the BP you needed.

 

[Wheredidgogogo]

I'm about to call them now - will let you know how it goes.But what do I do if they say they'll just refund the difference between business and economy? Essentially they'll be saying that jetstar economy is no different than qantas economy....

 

[Simo]

I would ask for a bit extra as you had to buy food and drinks mid flight.I got about $15 or $20 per person when I got bumped to jq from qf

 

[dajop]

I was travelling on points but how I paid for the flight shouldn't matter either way.

It does in that it reduces your leverage. You can't simply ask for a refund and walk over to the competitor, as you could with a paid J class fare. You could of course, but you would lose your points and have to fork out quite a few $$ instead to get home. I'd certainly be asking for a refund of the points difference between Y and J.

 

[medhead]

I once got a voucher for a space available upgrade to business for domestic for something that wasn't as bad as what you experienced. You could try to get the original routing credit and a similar voucher. I have no idea if the voucher is any good as I haven't tried to use it yet.

 

[markis10]

It does in that it reduces your leverage. You can't simply ask for a refund and walk over to the competitor, as you could with a paid J class fare. You could of course, but you would lose your points and have to fork out quite a few $$ instead to get home. I'd certainly be asking for a refund of the points difference between Y and J.

Qantas have been very clearly making the point in recent events that award tickets are treated the same as fare paying passengers, there is not reason why you cannot cancel and go with a competitor other than the need to pay cash! You dont always have to take what they offer you at the airport if your timing is flexible, on a number of occasions I have just rang central reservations and negotiated a better outcome for a changed flight including being able to pick what flight I wanted, the QF response being that since they have inconvenienced me why should the original fare restrictions apply.

 

[Mrmaxwell]

With TT and JQ taking so many more PAX it seems that just being moved to 'any' flight is now a luxury, while being told 'Sorry no flight today come again tomorrow' is becoming more 'acceptable'.

If the phone call does not work email them - usually works for me;

Help - Feedback

Good luck.

 

[Wheredidgogogo]

Still no love from Qantas

Called this morning at 9.10am and was told by the girl she would call me back. On hold now to customer care.

In the meantime I've got one of the designers in the office making me a new Qantas logo. Stand by for the finished version of my sick roo

 

[mannej]

In the meantime I've got one of the designers in the office making me a new Qantas logo. Stand by for the finished version of my sick roo

Geez that Roo needs work on it's posture

 

[Wheredidgogogo]

and here's my new roo!

I think this sums up my thoughts on Qantas under Alan Joyce. Don't worry, the Roo's not dead - just wounded.

 

[jsd]

Were you on QF1012?

If yes, therein lies the problem with QF and their dodgy HBA schedule.....Its the last QF flight for the day :shock:

 

[markis10]

and here's my new roo!

I think this sums up my thoughts on Qantas under Alan Joyce. Don't worry, the Roo's not dead - just wounded.

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It lacks Orange