No Stopover option in Dubai on QF flight number

Thank you for your response.

I am on the same return flight ie. GVA-DXB-SYD (N Class Economy, QF ticket, operated by Emirates) on 8 May however I booked the ticket through AMEX Australia. I am also trying to make the same change however I am dealing with AMEX as they are the travel agent. Today I received an email response from AMEX advising that the stopover was not permitted by the airline. Qantas offered AMEX to offer to me a business flight upgrade to allow the stopover for AUD11166.50 !!!

Obviously I have booked an economy class ticket for a reason, so the above option is not suitable. I called AMEX Australia to discuss and explain as per fare rules stated on the website a stopover in Dubai is allowed. AMEX advised that the fare rules attached to the ticket state that no stopover in Dubai is allowed and that the fare rules on the Qantas Australia website are general only. Upon asking for the fare rules in writing the operator was not able to find it and advised I would receive communication within 24 hours in response to the fare rules attached to the ticket. I also provided the links to the Qantas Australia website with the fare rules stating the stopover in Dubai is in fact allowed.

Do you know if AMEX's claim that the website fare rules are in fact only general? Are there separate fare rules attached to the ticket? I have been through all communication plus all provided documents and I cannot find the fare rules attached to the ticket that the AMEX operator was referring to.

Thanks again for your help.
Peter
Oh dear how stressful for you!

The fact that you booked through Amex might be why QF are saying they can’t help you. Only Amex can change your ticket.

could you try putting in a fake booking for your exact same flights directly on the QF web site (don’t worry, you won’t be charged anything) and see the fare rules for the particular flights you have already booked and for the one you want to change to. The fare rules attached to a booking are, as far as I know, specific to that flight not just general. That would give you some idea of what is possible. Screen shot that and use it to discuss with Amex. Use the multi city booking to be sure it’s a stop over (greater than 24 hrs) not just a long transit as mentioned above by @Rangalad.

however, something I’ve encountered when Amex is that they seem to sometimes have different fare classes that they use (often more expensive too) when compared to the ones used if you book directly with QF. I’d call Amex back and ask for an emailed copy of the actual fare conditions on your ticket that they claim prevent a stopover once you are certain that the same ticket booked on QF web site would give you a stop over.

I’m sure you have your reasons for using Amex, but I have never found them at all helpful - even worse than dealing with QF direct, and that’s saying something!

hang in there.
 
Thank you for sharing this experience. It seems my issue and my partner's is somewhat similar. However in our case we booked the return ticket with layovers in DXB. And now we wish to add the stopover in DXB on the return journey to Australia. Regardless of the fact that the fare rules on the Qantas Australia website state the stopover in DXB is allowed, we are being told it is not allowed. I am wondering whether the stopover is only permitted at the time of booking? However that also doesn't make sense as the fare rules state that changes are permitted?!
I could easily book the layovers less than 24h on QF but no stopover above 24h. Seems like the issue is that the terms state stopovers are permitted but the system doesn’t allow you to book these, no matter whether it is with the initial booking or to add them later. Very frustrating.
 
Oh dear how stressful for you!

The fact that you booked through Amex might be why QF are saying they can’t help you. Only Amex can change your ticket.

could you try putting in a fake booking for your exact same flights directly on the QF web site (don’t worry, you won’t be charged anything) and see the fare rules for the particular flights you have already booked and for the one you want to change to. The fare rules attached to a booking are, as far as I know, specific to that flight not just general. That would give you some idea of what is possible. Screen shot that and use it to discuss with Amex. Use the multi city booking to be sure it’s a stop over (greater than 24 hrs) not just a long transit as mentioned above by @Rangalad.

however, something I’ve encountered when Amex is that they seem to sometimes have different fare classes that they use (often more expensive too) when compared to the ones used if you book directly with QF. I’d call Amex back and ask for an emailed copy of the actual fare conditions on your ticket that they claim prevent a stopover once you are certain that the same ticket booked on QF web site would give you a stop over.

I’m sure you have your reasons for using Amex, but I have never found them at all helpful - even worse than dealing with QF direct, and that’s saying something!

hang in there.
To clear things up. My partner booked direct through QF and she has been dealing direct with QF. I booked through AMEX and have been dealing direct with AMEX as I know they are the travel agent and I must go through them.

We tried searching and quoting flights on the Qantas Australia website. When adding the stopover the website couldn't return results. However when quoting the layover, same as the current flight we have booked, the fare rules state for the same class fare (discount economy sale fare) that the stopover is permitted. See below for a copy and paste.

"Stopover
1 free stopover permitted in each direction (additional charges and taxes may be payable). Additional stopovers permitted at a charge of A$150 per person per stopover (additional charges and taxes may be payable).
Note: A stopover in Dubai is not permitted when travel is on Qantas codeshare flights operated by Emirates between Dubai -- Italy / France / Netherlands / Greece / Belgium or Luxembourg."

In our instance the above excluded destinations are not in our itinerary so therefore the exclusion does not apply in our case.

The more I learn about this situation the more I wonder whether there is an error in the QF system. Could there be an error that the system is including all EU destinations in the above exclusion??? However this theory doesn't seem comprehensible and probably shouldn't be entertained as one would assume there is a large and highly qualified team in charge of the digital system at QF!
 
To clear things up. My partner booked direct through QF and she has been dealing direct with QF. I booked through AMEX and have been dealing direct with AMEX as I know they are the travel agent and I must go through them.

We tried searching and quoting flights on the Qantas Australia website. When adding the stopover the website couldn't return results. However when quoting the layover, same as the current flight we have booked, the fare rules state for the same class fare (discount economy sale fare) that the stopover is permitted. See below for a copy and paste.

"Stopover
1 free stopover permitted in each direction (additional charges and taxes may be payable). Additional stopovers permitted at a charge of A$150 per person per stopover (additional charges and taxes may be payable).
Note: A stopover in Dubai is not permitted when travel is on Qantas codeshare flights operated by Emirates between Dubai -- Italy / France / Netherlands / Greece / Belgium or Luxembourg."

In our instance the above excluded destinations are not in our itinerary so therefore the exclusion does not apply in our case.

The more I learn about this situation the more I wonder whether there is an error in the QF system. Could there be an error that the system is including all EU destinations in the above exclusion??? However this theory doesn't seem comprehensible and probably shouldn't be entertained as one would assume there is a large and highly qualified team in charge of the digital system at QF!
I’ll see if it lets me do it sometime tomorrow. As you can see up thread earlier this year I was able to book stopover flights (mine are J), but was also able to do it for economy tickets too.
 
I’ll see if it lets me do it sometime tomorrow. As you can see up thread earlier this year I was able to book stopover flights (mine are J), but was also able to do it for economy tickets too.
Thank you.

I have tried many different variations of stopovers in DXB however the QF website cannot return results. A possible way to test my (absurd) theory is to use a non EU country destination with DXB as stopover. If results were possible and the prices reflected economy prices then could possibly strengthen my theory!
 
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So I have spent some time having a play this morning, and it seems that "computer says no" is the answer.

I put in your dates and ports (although I made the departure leg 28 April, as obviously it won't let me do last year!) and got this result:

  • "lowest fare" economy - no
  • "flexible fare" economy - no
  • "lowest fare" business - yes
Which is exactly what you got - so the issue is NOT the way you are searching, but seems to be as you said - either the fare rules don't permit, or QF IT does not permit the stop over. It also does not seem to be because you have already started the trip and are trying to change part way through, as it would not let me make a whole new booking. So as you have found details that the fare rules should permit, all I can suggest is keep trying to get a knowledgeable agent to help you.

Super frustrating for you.

I don't know if one of the more expert members like @madrooster or @Mwenenzi might have further suggestions to help you out. I'm just a keen amateur who goes to DXB a lot to visit family.

Sorry I don't have better news for you. And welcome to posting on AFF. Good luck and let us know how it all goes.
 
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To/from DXB is often higher airfare than to/from EUR - hence stopovers generally not allowed on QF as part of the joint agreement with EK - however you will find that EK itineraries/rules are more flexible but you will miss the bonus points and credits that you get on the QF codeshare.
 
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So I have spent some time having a play this morning, and it seems that "computer says no" is the answer.

I put in your dates and ports (although I made the departure leg 28 April, as obviously it won't let me do last year!) and got this result:

  • "lowest fare" economy - no
  • "flexible fare" economy - no
  • "lowest fare" business - yes
Which is exactly what you got - so the issue is NOT the way you are searching, but seems to be as you said - either the fare rules don't permit, or QF IT does not permit the stop over. It also does not seem to be because you have already started the trip and are trying to change part way through, as it would not let me make a whole new booking. So as you have found details that the fare rules should permit, all I can suggest is keep trying to get a knowledgeable agent to help you.

Super frustrating for you.

I don't know if one of the more expert members like @madrooster or @Mwenenzi might have further suggestions to help you out. I'm just a keen amateur who goes to DXB a lot to visit family.

Sorry I don't have better news for you. And welcome to posting on AFF. Good luck and let us know how it all goes.
Thank you for checking.

UPDATE: My partner has managed to change her departure date and add a stopover for AUD 225. The payment has been processed and the ticket issued. It was an absolute nightmare with different responses and charges ranging from AUD 225 to AUD 4500!

I am now dealing with AMEX who are still unable to provide the documentation of the fare rules and/or terms and conditions attached to the ticket. AMEX are claiming that the QF website links I have provided are only general in nature. They have advised they will request the fare rules and/or terms and conditions attached to the ticket from Qantas tomorrow as today is a public holiday.

In the meantime I have contacted Qantas directly via messenger chat to assist with the booking. Despite having booked through AMEX, Qantas are currently assisting. I will report back!
 
To/from DXB is often higher airfare than to/from EUR - hence stopovers generally not allowed on QF as part of the joint agreement with EK - however you will find that EK itineraries/rules are more flexible but you will miss the bonus points and credits that you get on the QF codeshare.
This is totally true. Each time we go to DXB to visit Seat Son, we do it as a trip to… (so far) .Germany, Italy, Hungary and next one is Spain, with long stop overs 1-3 weeks in both directions. Lots more FF points, lots more SC and the fare difference often covers most of our 2 week ‘side trip’ to Europe. We do usually fly Business.

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Thank you for checking.

UPDATE: My partner has managed to change her departure date and add a stopover for AUD 225. The payment has been processed and the ticket issued. It was an absolute nightmare with different responses and charges ranging from AUD 225 to AUD 4500!

I am now dealing with AMEX who are still unable to provide the documentation of the fare rules and/or terms and conditions attached to the ticket. AMEX are claiming that the QF website links I have provided are only general in nature. They have advised they will request the fare rules and/or terms and conditions attached to the ticket from Qantas tomorrow as today is a public holiday.

In the meantime I have contacted Qantas directly via messenger chat to assist with the booking. Despite having booked through AMEX, Qantas are currently assisting. I will report back!
Good luck for your ticket changes and great news for your partner.
 
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Anyone booking to Cairo on EK with QF flight numbers will have the same issues (as I've discovered) - they are married sectors and come with all of those problems...
 
This is totally true. Each time we go to DXB to visit Seat Son, we do it as a trip to… (so far) .Germany, Italy, Hungary and next one is Spain, with long stop overs 1-3 weeks in both directions. Lots more FF points, lots more SC and the fare difference often covers most of our 2 week ‘side trip’ to Europe. We do usually fly Business.

Post automatically merged:


Good luck for your ticket changes and great news for your partner.
UPDATE:

Since my partner managed to get Qantas to make the changes to her flight, including processing of payment and issue of the ticket, Qantas contacted her on an existing Facebook Messenger chat to advise that her ticket is in breach of air traffic restrictions and fare rules. As a result they advised her ticket would be at risk of Emirates auto cancelling the ticket or she may encounter issues at boarding. Qantas advised they must revert her ticket to the original itinerary and asked for her permission to do so. In the meantime I called Emirates directly to verify this statement to which the Emirates operator confirmed the statement is incorrect to the point it was laughable. The Emirates operator confirmed her ticket is in the system and she will be able to board the flight. With this advice my partner refused permission to make any further changes as the stopover is permitted in the fare rules and the new ticket had already been issued in addition to the payment being processed.

The next day (this morning), AMEX contacted me to deliver some news! The travel agent explained my case to a Qantas staff member from the agent team with all the logical information including fare rules plus my request for the fare rules attached to the ticket stating that I cannot make a stopover in DXB. The news she delivered is quite surprising....

Qantas granted a waiver to make the stopover for the standard change fee of AUD 225 plus the fare difference of AUD 36.50. The reason for granting the waiver, advised by Qantas to the AMEX travel agent, was due to a confusion in the commercial policy. The fare rules I had during the booking process and also have from the Qantas website are apparently only valid until October 2023, despite this not being stated anywhere on the consumer end. Their commercial policy apparently changed from November 1st. However this policy has not been shared to the consumer! Maybe I am being arrogant, however I see this as a David vs. Goliath WIN! I wonder if we will be seeing a change in the fare rules stated on the Qantas website in the near future?!! Please update if anyone notices any changes!

Thank you to you all for kindly donating your time and energy to assisting us resolve this issue. In particular thank you @Seat0B ! With your valuable information we were able to confidently pursue the stopover change by following a logical process and the fare rules as stated by Qantas.
 
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UPDATE:

Since my partner managed to get Qantas to make the changes to her flight, including processing of payment and issue of the ticket, Qantas contacted her on an existing Facebook Messenger chat to advise that her ticket is in breach of air traffic restrictions and fare rules. As a result they advised her ticket would be at risk of Emirates auto cancelling the ticket or she may encounter issues at boarding. Qantas advised they must revert her ticket to the original itinerary and asked for her permission to do so. In the meantime I called Emirates directly to verify this statement to which the Emirates operator confirmed the statement is incorrect to the point it was laughable. The Emirates operator confirmed her ticket is in the system and she will be able to board the flight. With this advice my partner refused permission to make any further changes as the stopover is permitted in the fare rules and the new ticket had already been issued in addition to the payment being processed.

The next day (this morning), AMEX contacted me to deliver some news! The travel agent explained my case to a Qantas staff member from the agent team with all the logical information including fare rules plus my request for the fare rules attached to the ticket stating that I cannot make a stopover in DXB. The news she delivered is quite surprising....

Qantas granted a waiver to make the stopover for the standard change fee of AUD 225 plus the fare difference of AUD 36.50. The reason for granting the waiver, advised by Qantas to the AMEX travel agent, was due to a confusion in the commercial policy. The fare rules I had during the booking process and also have from the Qantas website are apparently only valid until October 2023, despite this not being stated anywhere on the consumer end. Their commercial policy apparently changed from November 1st. However this policy has not been shared to the consumer! Maybe I am being coughy, however I see this as a David vs. Goliath WIN! I wonder if we will be seeing a change in the fare rules stated on the Qantas website in the near future?!! Please update if anyone notices any changes!

Thank you to you all for kindly donating your time and energy to assisting us resolve this issue. In particular thank you @Seat0B ! With your valuable information we were able to confidently pursue the stopover change by following a logical process and the fare rules as stated by Qantas.
Glad somebody got a win with Qantas - there might be hope for me yet getting a resolution to get recompensed for my hotel accommodation with them!
 
Congratulations @Peter F - that is fabulous news. I’m glad to have been able to assist you - paying forward some of the help I’ve received on here from other very knowledgeable and kind members. I hope you stay with the forum and share your knowledge with others.
 
UPDATE:

Since my partner managed to get Qantas to make the changes to her flight, including processing of payment and issue of the ticket, Qantas contacted her on an existing Facebook Messenger chat to advise that her ticket is in breach of air traffic restrictions and fare rules. As a result they advised her ticket would be at risk of Emirates auto cancelling the ticket or she may encounter issues at boarding. Qantas advised they must revert her ticket to the original itinerary and asked for her permission to do so. In the meantime I called Emirates directly to verify this statement to which the Emirates operator confirmed the statement is incorrect to the point it was laughable. The Emirates operator confirmed her ticket is in the system and she will be able to board the flight. With this advice my partner refused permission to make any further changes as the stopover is permitted in the fare rules and the new ticket had already been issued in addition to the payment being processed.

The next day (this morning), AMEX contacted me to deliver some news! The travel agent explained my case to a Qantas staff member from the agent team with all the logical information including fare rules plus my request for the fare rules attached to the ticket stating that I cannot make a stopover in DXB. The news she delivered is quite surprising....

Qantas granted a waiver to make the stopover for the standard change fee of AUD 225 plus the fare difference of AUD 36.50. The reason for granting the waiver, advised by Qantas to the AMEX travel agent, was due to a confusion in the commercial policy. The fare rules I had during the booking process and also have from the Qantas website are apparently only valid until October 2023, despite this not being stated anywhere on the consumer end. Their commercial policy apparently changed from November 1st. However this policy has not been shared to the consumer! Maybe I am being arrogant, however I see this as a David vs. Goliath WIN! I wonder if we will be seeing a change in the fare rules stated on the Qantas website in the near future?!! Please update if anyone notices any changes!

Thank you to you all for kindly donating your time and energy to assisting us resolve this issue. In particular thank you @Seat0B ! With your valuable information we were able to confidently pursue the stopover change by following a logical process and the fare rules as stated by Qantas.
Great news! Well done.
Sounds like the relationship between QF and EK is winding down a little though over the last few years. Subjectively it feels like it’s been much easier over the years to get codeshare flights and FF benefits. Maybe QF is getting ready to promote their Sunrise direct flights to Europe and doesn’t want to spoil their customers with too many EK niceties. Happy to be proven wrong.
I started collecting EK points on the recent flight as just a return trip to Europe gives me almost silver status with them and I still get to use the lounge and priority check in with my QF Gold status. Not ideal but at least something…
 
Great news! Well done.
Sounds like the relationship between QF and EK is winding down a little though over the last few years. Subjectively it feels like it’s been much easier over the years to get codeshare flights and FF benefits. Maybe QF is getting ready to promote their Sunrise direct flights to Europe and doesn’t want to spoil their customers with too many EK niceties. Happy to be proven wrong.
I started collecting EK points on the recent flight as just a return trip to Europe gives me almost silver status with them and I still get to use the lounge and priority check in with my QF Gold status. Not ideal but at least something…
I think I will be heading the same way once I achieve lifetime Gold with QF.
 
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