Recently flew on a QF award ticket with a QF flight number between Sydney and Osaka (code-share operated by Jetstar), and despite phoning beforehand to check with QF telephone sales and referring to this website I still ended up having to pay for meals and drinks.
The crew told me to complain to QF and that i was 'only on an award ticket anyway'.
When booking the award flight I was not advised that there would be no meals/drinks and neither was there an option to pre-pay, hence I assumed I would just get them like any paid QF-ticketed passenger on JQi.
An e-mail to QF resulted in a standard response saying I wasn't entitled to it and I should have called Jetstar beforehand to pay for the meal.
I still strongly believe this is all bull**** as there is no mention anywhere in the QF FFP terms/conditions or my E-Ticket itinerary terms/conditions that the service should be any different to that of any other QF flight.
I guess that's what you expect with QF/JQ.
Hi..
this is my first post; I found this forum through a search after I experienced exactly the same thing.
I flew Sydney - Osaka on QFF points. I got a QF flight number but when checking in found out it was a JQ flight.. it was only after getting on board I was informed I was not entitled to meals and entertainment.
Complaining to the customer service manager, I was given an A4 page with the information mentioned earlier in this thread.
I rang to complain to Qantas, and the lady told me that it is clearly stated in the terms and conditions.
The way I see it, even though its clearly stated, its really not fair, and its also inconsistant for Qantas to do things this way.
I have interpreted the terms this way:
If you book a flight with QFF Points, you may be put onto a codeshare carrier. If the codeshare carrier is Jetstar, you won't get meals and entertainment. But if you don't get put on a codeshare carrier, you will get meals and entertainment.
Its not fair nor consistant is it?
In fact, even if you were a paying customer, you don't get entertainment on a Jetstar codeshare flight!
Its like booking catering for your wedding; if the caterer finds that lobster is too expensive, they'll buy and serve you prawns instead. But you actually booked and paid for lobster!
By the time you find out you have been moved to a codeshare flight, you're committed and will have to go through with the transaction.
Has anyone gotten anywhere by complaining to Qantas?
Chris