Lost QF points for upgrading a flight not taken

[JayJ]

A while back, I was booked on a transpacific QF flight at the end of a US trip and requested an upgrade to J class. Unfortunately, I was hospitalised with what turned out to be chicken pox around a week before the flight. As I'm an adult this was a serious condition and I have little recollection of a couple of my days in hospital. By the time I was able to be discharged, I was still infectious and medically unable to fly - I was advised to stay in my room in a hotel and eat room service. I contacted QF but the upgrade had already been granted (though the flight was still about a day away). I was not cleared to fly until about 5 days later and still had to travel from the East to West coasts. I provided QF with a medical certificate proving I was infectious and so could not possibly fly - and I presume Qantas would not have wanted me to fly - but I still lost the points for the upgrade. QF have steadfastly refused to reimburse me. Has anyone had similar experiences or any advice to offer?

 

[opusman]

Travel insurance?

 

[MEL_Traveller]

A while back, I was booked on a transpacific QF flight at the end of a US trip and requested an upgrade to J class. Unfortunately, I was hospitalised with what turned out to be chicken pox around a week before the flight. As I'm an adult this was a serious condition and I have little recollection of a couple of my days in hospital. By the time I was able to be discharged, I was still infectious and medically unable to fly - I was advised to stay in my room in a hotel and eat room service. I contacted QF but the upgrade had already been granted (though the flight was still about a day away). I was not cleared to fly until about 5 days later and still had to travel from the East to West coasts. I provided QF with a medical certificate proving I was infectious and so could not possibly fly - and I presume Qantas would not have wanted me to fly - but I still lost the points for the upgrade. QF have steadfastly refused to reimburse me. Has anyone had similar experiences or any advice to offer?

your travel insurance may cover the lost points. You'll need to have a look and see if there's a section under cancellation (or elsewhere). I'm not sure how they'll calculate the value of the points in this instance, as they usually refer to the total fare, not just an upgrade.

 

[opusman]

You'll need to have a look and see if there's a section under cancellation (or elsewhere). I'm not sure how they'll calculate the value of the points in this instance, as they usually refer to the total fare, not just an upgrade.

I have had a claim in the past where they actually refunded points (to my FF account), rather than as a dollar value. Depends on the insurer I guess.

 

[MEL_Traveller]

I have had a claim in the past where they actually refunded points (to my FF account), rather than as a dollar value. Depends on the insurer I guess.

Maybe they have a special arrangement with the airline? Most insurance companies can only give you a $ amount - they don't have the ability to create and refund points.

 

[opusman]

Maybe they have a special arrangement with the airline? Most insurance companies can only give you a $ amount - they don't have the ability to create and refund points.

Dunno, this was QBE via an ANZ C/C.

 

[MEL_Traveller]

Dunno, this was QBE via an ANZ C/C.

Oh I see! It's listed in the PDS that they will choose between payment for, or reinstatement of, FF points!

Given QBE is closely linked with QF, maybe they have some deal?

What is covered?

We will choose between paying for or reinstatement of lostfrequent flyer or similar flight reward points, due to thecancellation of your airline ticket. The amount we will pay is calculated as followsa) the cost of the equivalent class airline ticket, based on thebest available advance purchase airfare for the sameseason of the following year, less your financialcontribution towards the airline ticket;(b) multiplied by the total amount of points lost;(c) divided by the total amount of points redeemed to obtainthe airline ticket.

 

[JayJ]

I hadn't realised that travel insurance could address points lost through an upgrade, so thanks for that advice and I'll bear it in mind for the future.

My original point, however, was about Qantas not refunding the points. After all, if I had managed to show up for the flight, they would have denied me boarding for lacking a medical clearance to fly after being hospitalised with an infectious disease. I contacted them to change the booking before departure, the J seat was probably given to someone else paying for a points upgrade, and I don't understand why it was reasonable to not refund the upgrade points when I could not travel nor transfer it to the new booking once I was cleared to fly.

 

[MEL_Traveller]

I hadn't realised that travel insurance could address points lost through an upgrade, so thanks for that advice and I'll bear it in mind for the future.

.

It's not too late to claim now if your insurance covered that. I'd contact them to find out.

It does seem unfair that you can't get a points refund when you would be prevented from flying anyway.

 

[juddles]

...My original point, however, was about Qantas not refunding the points....., the J seat was probably given to someone else .....

In fairness to Qantas, you are assuming that your no-show would be easily addressed by just popping someone else into your seat.

I understand that it is bad for you that you got ill and thus lost a flight and points, but you appear to be wanting to make Qantas "suffer" also for your illness. The travel insurer should "pay" for your misfortune, not the airline.

 

[MEL_Traveller]

In fairness to Qantas, you are assuming that your no-show would be easily addressed by just popping someone else into your seat.

I understand that it is bad for you that you got ill and thus lost a flight and points, but you appear to be wanting to make Qantas "suffer" also for your illness. The travel insurer should "pay" for your misfortune, not the airline.

This is a circumstance beyond the passenger's control. And probably unlikely to have incurred any cost to the airline.

Unless there is a good reason, the outcome does seem unfair. I'd be interested to know why an airline is taking a hard stance here.

 

[opusman]

Unless there is a good reason, the outcome does seem unfair. I'd be interested to know why an airline is taking a hard stance here.

It's in the T&C so they are perfectly within their rights to do so.

16.1.9 If the Member cancels a confirmed Classic Upgrade Reward within 24 hours of scheduled departure, or fails to board a flight for which a Classic Upgrade Reward has been confirmed (no-show), the Member will forfeit the Classic Upgrade Reward and any Points used to redeem the Classic Upgrade Reward, and a seat may no longer be available in the class of travel originally purchased.

It's not the airline's responsibility to compensate passengers for their illnesses or other problems. This is exactly what travel insurance is for.

 

[JohnK]

Sad situation and a shame Qantas is not showing a little compassion in this case.

I had chicken pox 5 years ago a few weeks before I was due to fly to Singapore then Thailand. The first leg was a domestic leg BNE-SYD and then SYD-SIN. I called Qantas and explained the situation and the lady changed my itinerary to leave a few days later and waived any change fees as I was hospitalised. What I wasn't to know was that I was not going to be ready to fly for another 4 weeks. Managed to go BNE-SYD after spending 11 days in hospital and that drained all my energy.

When I could finally travel I used the remains of that ticket towards another ticket and that cost me ~$300 in change fees. I also had to change 3 domestic bookings to later dates as I was in bed in SYD recuperating and I think that cost ~$180. I also cancelled some CX flights that were part of the trip and lost some money there as well. I think all up I lost ~$500-$600 in change fees.

The funny part is my annual travel insurance expired and I was going to purchase a new 12 month policy close to the departure of the trip.

Oh well.