Qantas Award Jetstar Business Cancelled - No Business/Premium alternative offered

[tinkybelle]

Booked star class syd hnl for client
Jetstar cancelled all flights been on to Qantas refusing to release premium seat even though classic plus is available
Have generously offered to cancel ticket and not charge a fee,,,,,!,,,l,l,

 

[MEL_Traveller]

Booked star class syd hnl for client
Jetstar cancelled all flights been on to Qantas refusing to release premium seat even though classic plus is available
Have generously offered to cancel ticket and not charge a fee,,,,,!,,,l,l,

Has JQ offered any alternative? As you know - but for the benefit of others coming to this thread - it is for JQ to do the rebooking, not QF. My previous experience with JQ cancelling flights was that I have been rebooked on to QF in business class automatically (once MEL-SIN and another HNL-MEL).

 

[Mwenenzi]

Booked star class syd hnl for client
Jetstar cancelled all flights been on to Qantas refusing to release premium seat even though classic plus is available
Have generously offered to cancel ticket and not charge a fee,,,,,!,,,l,l,

When is the flight? Using the clients QF ff points?
If not immediate, is for Qantas Freq Flyer to resolve or full refund
A premium seat classic plus is not an award seat. Just a different method of cash payment.

 

[serfty]

I believe @tinkybelle is very experienced in the travel industry. To have posted here would indicate they may feel all avenues have been exhausted.

 

[tinkybelle]

no Jetstar has offered only a refund.
they said its up to qantas to sort it out as the points were qantas points and the agent is qantas
they said qantas has a trade team that is supposed to contact Jetstar,
Qantas said they dont have to do anything
clients FF points bronze member in jan 2026
just posted here to give heads up that an award is never secure. until you are on the flight and in the air!!!

 

[MEL_Traveller]

no Jetstar has offered only a refund.
they said its up to qantas to sort it out as the points were qantas points and the agent is qantas
they said qantas has a trade team that is supposed to contact Jetstar,
Qantas said they dont have to do anything
clients FF points bronze member in jan 2026
just posted here to give heads up that an award is never secure. until you are on the flight and in the air!!!

‘Refund’ is supposed to only be at the option of the passenger.

JQ is required to provide an alternative flight, and only if the passenger elects, provide a refund.

Badly worded contract of carriage.

I would hope JQ is making an arrangement to reaccommodate pax on QF PE.

 

[WilsonM]

no Jetstar has offered only a refund.
they said its up to qantas to sort it out as the points were qantas points and the agent is qantas
they said qantas has a trade team that is supposed to contact Jetstar,
Qantas said they dont have to do anything
clients FF points bronze member in jan 2026
just posted here to give heads up that an award is never secure. until you are on the flight and in the air!!!

Odd, as this is the email I got from JQ:

"We’re writing to let you know that Jetstar will stop flights between Sydney and Honolulu with the last service on Friday 24 October 2025. Your Jetstar flight/s between Sydney and Honolulu on booking xx_xx_ have now been cancelled.

To avoid disrupting your travel plans, we are arranging a seat for you on an alternative flight operated by Qantas Airways. If you have any connecting flights on Jetstar that won’t meet your new Qantas flights to/from Honolulu, we will reaccommodate you on a connecting Qantas flight as well.

Qantas currently operates on the same day as your Jetstar booking. Qantas currently operate a schedule between Sydney and Honolulu on Monday, Wednesday, Friday, Saturday and Sunday. Flights depart Sydney at 2020 and arrive the same day at 0900. Flights depart Honolulu at 1100 and arrive in Sydney the following day at 1820.

A Qantas itinerary eticket with Qantas’ booking reference will be forwarded to this email address as soon as it is available in coming weeks. Please check your new flight details carefully and if you are happy with the Qantas option provided, no further action is required.

If you were booked in Jetstar Business, we’re booking you on Premium Economy on the Qantas flight and will provide lounge access. (my bolding)

We sincerely hope this flight change doesn’t cause any inconvenience.

Qantas Airways’ Conditions of Carriage will apply."

 

[MEL_Traveller]

Odd, as this is the email I got from JQ:

"We’re writing to let you know that Jetstar will stop flights between Sydney and Honolulu with the last service on Friday 24 October 2025. Your Jetstar flight/s between Sydney and Honolulu on booking xx_xx_ have now been cancelled.

To avoid disrupting your travel plans, we are arranging a seat for you on an alternative flight operated by Qantas Airways. If you have any connecting flights on Jetstar that won’t meet your new Qantas flights to/from Honolulu, we will reaccommodate you on a connecting Qantas flight as well.

Qantas currently operates on the same day as your Jetstar booking. Qantas currently operate a schedule between Sydney and Honolulu on Monday, Wednesday, Friday, Saturday and Sunday. Flights depart Sydney at 2020 and arrive the same day at 0900. Flights depart Honolulu at 1100 and arrive in Sydney the following day at 1820.

A Qantas itinerary eticket with Qantas’ booking reference will be forwarded to this email address as soon as it is available in coming weeks. Please check your new flight details carefully and if you are happy with the Qantas option provided, no further action is required.

If you were booked in Jetstar Business, we’re booking you on Premium Economy on the Qantas flight and will provide lounge access. (my bolding)

We sincerely hope this flight change doesn’t cause any inconvenience.

Qantas Airways’ Conditions of Carriage will apply."

I know JQ gets a bad wrap sometimes but they are usually pretty good in these types of circumstances.

 

[RealtimeY]

Odd, as this is the email I got from JQ:

I also got this email and thought it was a good arrangement. However, mine was a regular cash fare with JQ.

It sounds like they throw you back to Qantas customer care if it was a QF reward booking?

 

[serfty]

Booked star class syd hnl for client
Jetstar cancelled all flights been on to Qantas refusing to release premium seat even though classic plus is available
Have generously offered to cancel ticket and not charge a fee,,,,,!,,,l,l,

One query - were you working with Qantas or JetStar to resolve this issue?

In light of other posts, it seems Qantas Premium is equated to JetStar Business.

 

[MEL_Traveller]

One query - were you working with Qantas or JetStar to resolve this issue?

https://www.qantas.com/agencyconnect/au/en/agency-news/agency-news-january-22/commercial-policy-for-qantas-customers-affected-by-honolulu-cancellations.html

In light of other posts, it seems Qantas Premium is equated to JetStar Business.

Yes, mapping to PEY is a fair equivalent, actually better on QF!

OP says they called JQ, but only offered a refund. Seems to call centre may not be up with the back office yet.

The commercial policy that you linked is from 2022 not sure that Hawaiian airlines can be booked in this case

 

[serfty]

The commercial policy that you linked is from 2022 not sure that Hawaiian airlines can be booked in this case

Removed - need my eyes tested ...

 

[tinkybelle]

yes it is a qantas award and Jetstar said go back to booking agent which I did again this morning, they said they just found out and that the client will be contacted in the following days to advise of arrangements.
problem is there are only so many premium and biz flights on any given day and thousands of people need to be re accommodated in that January period.
they dont think there is any urgency with this
Ill advise of any further info.
looks like they treat paid and awards very differently!!!!

[td]

[td]

[td]

We’re writing to let you know that Jetstar will stop flights between Sydney and Honolulu with the last service on Friday 24 October 2025. Your Jetstar flight/s between Sydney and Honolulu on booking have now been cancelled.
We may not have access to all your details as you made this booking through an agency or partner airline. We have sent the details of this change to your original booking agent. If you’ve already heard from them about this change then you may not need to take any further action.
If these changes are unsuitable or if you have any further questions, please contact the agent or airline that you made the booking through.
You can also access information about Australian Consumer Law or Compensation and Refunds on our website.
Contact your insurer:
If you have a travel insurance policy which covers incidents like this and plan on making a claim, this letter could be a good one to include.

We’d like to apologise for any inconvenience caused by this change and we hope to welcome you on one of our flights in the future.
​

[/td]​

[/td]​

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[MEL_Traveller]

yes it is a qantas award and Jetstar said go back to booking agent which I did again this morning, they said they just found out and that the client will be contacted in the following days to advise of arrangements.
problem is there are only so many premium and biz flights on any given day and thousands of people need to be re accommodated in that January period.
they dont think there is any urgency with this
Ill advise of any further info.
looks like they treat paid and awards very differently!!!!

There are only 21 pax on JQ J. QF has 28 in PEY.

Plus they may process upgrades to free up PE space.

You should be able to do a preliminary load check for PE on your client's flight.