Paid full-service QF fare but received no-frill JQ service

[kongteh]

Lately, I noticed QANTAS adopting a number of 'misleading' behaviors such as

1. Code-share with JetStar. Customer who paid QF fare are no better off than those who paid JQ fare. The flight, whether operated by JetStar or Qantas will be no-frill..... what a rip-off :evil:
A saving grace is QF customer can check-in at the QANTAS counters, and enjoy the usual FF check-in advantage.

2. Selling full-service QF ticket but have JetStaf operate the flight. Customer who bought QF ticket was required to check in at the JetStar counters. To make matters worst, QANTAS will not forewarn you of this check-in arrangement. I was a victim of this misleading and profiteering behaviour.:evil:

Just wondering if anyone has a similar experience, and if so what is the avenue for addressing this gross injustice?

An angry and extremely disappointed QF FF

 

[Must...Fly!]

It is quite obvious when you book online that JQ operate the flight?

I recently booked an award over the phone that has one leg on JQ and was told very specifically that I wouldn't be receiving a meal, food and drinks would cost, etc.

Can you give some more information about where/how you booked the ticket and what route it was?

 

[harvyk]

I doubt you'd have a leg to stand on. QF make it quite clear when you select a JQ flight that's it's operated by JQ and that meals are available for purchase. (QF 5000 - 5999 from memory are JQ codeshare, but IME the QF site displays the JQ flight number.)

They even use a little orange star icon next to JQ flights mixed in with a set of QF flights.

The best you could do is raise a complaint with QF, but I doubt you'll get very far.

 

[gilby08]

Just another case of a person booking something with out actually looking or reading over their flight details...
But lets blame someone else and not take any responsibility for themselves.

I'll give you an example on a MEL-SYD point redemption flight:




There is 2 QF flights, one of them is operated by QF and one is operated by Jetstar, as marked by the star. Also if you click on the flight number is clearly states: Operated by Jetstar




Then to make it even more cleared it states what the little symbols mean at the bottom of the page:




And for arguments sake lets say we'll book on QF5512 and think it's a QF flight. There is another area stating it is a JQ flight right under the flight information:




But then you still continue to make the booking assuming it's a QF flight, when you receive the confirmation email, the flight information once again states underneath the flight number "operated by Jetstar"

So really you have no case at all.


EDIT: Also if you don't want to use the point redemption example, take what is said above and apply it to say a DRW-LHR via SIN... It still clearly states operated by JQ.

 

[ric_melb]

I am another who does not believe that Qantas are involved in misleading behaviour.
As Gilby08 has indicated it is made quite clear whilst booking that it will be a Jetstar flight.
And whilst none of us like paying extra I hardly think paying some $10 for something to eat and drink, makes much difference.

 

[david870mdg]

mmm

Misleading and deceptive conduct is prohibited by corportations under section 52 of the Trade Practices Act 1974 (Cth):

TRADE PRACTICES ACT 1974 - SECT 52

Misleading or deceptive conduct
(1) A corporation shall not, in trade or commerce, engage in conduct that is misleading or deceptive or is likely to mislead or deceive.


Fail to see how an individual not checking the fine print of their booking makes QF guilty under this section.......

Infact, you dont even need to go so far as looking through the fine print. ITs obvious the flights are operated by JQ (as demonstrated above) and therefore QF benefits do not apply.


Welcome to AFF.

 

[swylie]

Flying MEL-ADL-MEL lately, I have noticed that almost all of my QF flights (I paid QF for a QF ticket, flight operated by QF) have been codeshare with Jetstar.

In these instances, people who have booked on Jetstar are given access to QF service, including the meal/snack.

I'm not sure whether this is made apparent to passengers when they book on the Jetstar website, or whether it's a decision made my JQ/QF when they later come to scheduling aircraft.

I guess it's luck of the draw for those passengers who have paid Jetstar, but I expect it would be guaranteed for those passengers who have paid QF that they will travel on QF (unless specifically stated on the QF website when booking).

 

[Mal]

I'm not sure whether this is made apparent to passengers when they book on the Jetstar website, or whether it's a decision made my JQ/QF when they later come to scheduling aircraft.

These flights are normally not sold as standard domestic sectors, but are instead used for feeder flights to the JQ International flights.

It is somewhat clear on the JQ site that they aren't flying the plane, via the use of a red tail above the flight number (with a footnote "Operated by Qantas"), although JQ should make it clearer.

Not totally sure what the actual Itin has on it, but I believe it has "Operated by Qantas" under the flight number on it.

 

[medhead]

I also totally agree that the jetstar thing is clear when doing the booking, but there is one slightly misleading factor to consider and that is the promotional email. We all gets these emails advertising flight specials etc. and they clearly state that the advantage of flying with qantas is 1000 MPG, food and drinks.

Now it is clearly stated when booking that the flight is operated by jetstar, but i think some people may believe that they "flying with qantas" if they book on the website. Of course, i don't look at jetstar flights so I'm not sure, no doubt the fine print says that the jetstar operated flights don't get the extras.

 

[Aussie_flyer]

BKK-MEL on JQ is sold with a QF flight number, QF266 or something and apparently it is NOT clear to a LOT of people that it is Jetstar, as there is always a bunch of people complaining on every flight I have done with JQ on BKK/MEL. The cabin crew are quite used to this comaplaint by now.

So, yes, maybe they have an orange star beside the flight on the QF site, but a lot of people are not aware of it, perhaps they are booking through other avenues and just see the QF number.

 

[Mal]

BKK-MEL on JQ is sold with a QF flight number, QF266 or something and apparently it is NOT clear to a LOT of people that it is Jetstar, as there is always a bunch of people complaining on every flight I have done with JQ on BKK/MEL. The cabin crew are quite used to this comaplaint by now.

Having done a test booking BKK-MEL (Sun 28 Feb), I see multiple spots where the Jetstar part of the flight is advised. Including:
- The star next to the flight number on the flight selection page (and the explanation below the flight matrix as to what the star means)
- Hovering over the flight number shows "This flight is operated by Jetstar"
- Clicking on the flight number shows "Operated by Jetstar"
- On the Review Page, again it shows the star, and "Operated by Jetstar"

Obviously the same level of detail may not be given when booking over the phone or via an agent. Also, people may not realise what "operated by Jetstar" actually means (although there is a link to an explanation of what is provided when flying Jetstar if you click on the flight number and go to the bottom of the details.

Frequent Flyer tickets are a lot worse because there is no "Feed Me" pack provided when you fly on a Qantas codeshare on Jetstar. While this is also explained in several places, it is a little deceptive.

 

[Mrmaxwell]

BKK-MEL on JQ is sold with a QF flight number, QF266 or something and apparently it is NOT clear to a LOT of people that it is Jetstar, as there is always a bunch of people complaining on every flight I have done with JQ on BKK/MEL. The cabin crew are quite used to this comaplaint by now.

I agree the MEL-BKK JQ flight is notorious for this!

This is also the case with JQ's flights to Hawaii....2 of the 2 flights I've flown with JQ to HNL I've sat next to someone who thought they were flying on QF tin...and the complaining only stops after about 3 hrs!!!

I can only assume that either a) the general QF FF population just have no idea (us AFF's excluded) or b) a large group of people book through agents/PA's/third parties and just have no idea they have been booked onto JQ tin because they are not the ones doing the actual booking.

 

[markis10]

Its not possible to always help people who wont help themselves or read their booking receipts, especially the "Operated by Jetstar" part, such people typically book direct to save some $$$ then complain when no one tells them what they can read for themselves, that its not a QF operated flight.


Jetstar have been operating these flights for some time now, we should be used to it by now, I am more surprised no one has complained about the VA codeshares ex Perth that are operated by DJ to coughet, same deal!

 

[turtlemichael]

Its not possible to always help people who wont help themselves or read their booking receipts, especially the "Operated by Jetstar" part, such people typically book direct to save some $$$ then complain when no one tells them what they can read for themselves, that its not a QF operated flight.

I'm not sure where you get the evidence for that conclusion. I think we need a little tolerance for people not as well informed as us on AFF.

My gut feel, and it is no more than that, is that some book via travel agents or on the phone, have little experience of flying, and do not read the fine print. It's also quite apparent to me that Qantas wants to attach JQ to the coattails of QF's good name in some markets, particularly in Asia.

While in most situations, including the OP's, there will not be a legal leg to stand on because QF have done their homework, I still have some sympathy for people, particularly if they are inexperienced flyers or don't have English as a first language, who rely on the name and don't know the detail. These are lessons hard learnt.

 

[markis10]

I'm not sure where you get the evidence for that conclusion. I think we need a little tolerance for people not as well informed as us on AFF.

Whether you book on the phone or via a travel agent, you are still going to get a itinerary, and I have never seen an itinerary that hides the true operator of the flight, be it issued by a TA or by the booking airline. The warning on the web are additional to those notifications.

Codeshares are not a new feature the travelling public have to digest for the first time, lets be honest, and even those using the old fashioned timetables will note the * beside the flight number with an explanatory note saying its not operated by QF.

If the first time flyer was concerned that they might not get QF metal, its a simple case of asking the phone operator.

I certainly agree tolerance is required when its something new to the industry, we have had enough time with JQ now for those who are at least frequent flyers to be aware of the situation, to quote the OP :

An angry and extremely disappointed QF FF

 

[turtlemichael]

If the first time flyer was concerned that they might not get QF metal, its a simple case of asking the phone operator.

If I am booking a package tour to Australia from Thailand through a travel agent or wholesaler and I am told we'll be flying on a QF flight number, the chances of me asking whether it is really QF are very remote. Sure, this isn't Qantas's fault but it is an explanation of why someone may be reasonably upset when they find that they are to spend 8 hours on JQ . And sure it is not the OP's situation. I just think these things are not always as black and white to everyone as they are to most regular flyers.

 

[kongteh]

Thank you to everyone who shared their view and experience on this topic.

I booked my flight through AMEX Travel website (as I have been doing for the past 3 years) but I don't recall seeing the Jetstar symbol against the flight when I made the booking.

Being a busy business traveller who's always flown QF flights domestically and internationally, it is easy to overlook the subtlelity of QF/JQ arrangement, the fine prints provided by a hyperlink, etc. I wonder how many frequent flyers actually read all the terms and conditions of a flight ....

Like someone said, it is a lesson I learnt the hard way. I also concur with those who think QANTAS could have unintentionally put non Frequent Travellers at a disadvantage through this 'misleading' practice.

However, I am still indignant about the exhorbitant profit that QANTAS made at my expense. Don't they have a Duty of Care to the QF-fare customers or are the fine prints and hyperlinks sufficient?

 

[oz_mark]

However, I am still indignant about the exhorbitant profit that QANTAS made at my expense. Don't they have a Duty of Care to the QF-fare customers or are the fine prints and hyperlinks sufficient?

I would have thought your beef should have been at Amex if this was not brought to your attention. As has been pointed out, on the Qantas website it is clear that you are flying on a Jetstar service.

 

[RSD]

Haven't had that problem but did get a little annoyed at QF recently - the PER - MEL red eye takes off within a few minutes of a JQ PER - MEL flight, and that evening the JQ flight was cancelled, so we were held in PER for nearly 90 minutes while they rebooked people from JQ to QF.

 

[Must...Fly!]

That would suck if you're a full paying QF customer.

Interesting they had the seats, must have been a really light QF and/or JQ load!

I'll be on the QF red-eye JQ codeshare on Saturday morning, hope I don't inconvenience those QF pax