Qantas blames Jetstar who blames Qantas who blames Jetstar

[Jada]

On a regular basis I fly Mel - Adl on the QF 671 7:10 on Monday mornings.

For three flights in May I booked the JQ 6:30 to arrive earlier to have breakfast in Adl 40 mins earlier, getting up at 4:30 compared to 5:10 is a pain but bearable to meet some friends.

To muck things up JQ have rescheduled each flight back to 6:00

A 6:00 am flight on JQ is not worth any breakfast.

On the phone to Qantas they say they can't help, it's a JQ problem and transfer me through to JQ somewhere in Asia.

JQ state that they sold the ticket to Qantas, it is under Qantas policy and that it is only Qantas who can refund or switch the ticket back to the QF at 7:10.

Ring Qantas again, they are very understanding but say it is Jetstar Policy, there is nothing they can do as it is a JQ schedule change and out of their control. THe lovely lady was willing to transfer me back to to JQ...

You get the picture.......

Common logic and customer service seems to be lacking, I wonder why Virgin is getting more popular:shock:

 

[samh004]

You could try PM-ing the authenticated board helpers from QF - Red Roo, or Jetstar - Simon_Westaway, to see if they can help you in any way.

 

[docjames]

If ticketed thru QF, surely if the schedule is changed and is not suitable, you should be able to change flights fee-free, although you may need to pay fare difference.

I'd keep calling qf until they change you to the 710 flight as you can't make the 6am timing. Eventually you'll get a rep who'll be able to make the change.

If ticketed by jq, you would have to deal directly with them.

 

[TheInsider]

The only way for these flights to be 'ticketed' by QF and on a QF flight number is if it's a Classic FF redemption booking. If that's the case, call Qantas.
Otherwise it's JQ.

 

[niemann]

If ticketed thru QF, surely if the schedule is changed and is not suitable, you should be able to change flights fee-free, although you may need to pay fare difference.

I'd keep calling qf until they change you to the 710 flight as you can't make the 6am timing. Eventually you'll get a rep who'll be able to make the change.

If ticketed by jq, you would have to deal directly with them.

+1, especially the part about the fare difference, which is on you unfortunately.
Assuming you bought the ticket through QF (based on the reply JQ gave you), JQ should give you a refund (organised through Qantas - which is the hard part!), then you buy your new QF ticket. Possibly quite expensive, but them's the breaks.

As an aside I'm wondering whether the original schedule change was the standard season change thing (NS11), in which case JQ could have been better organised by publishing the expected half-hour difference a bit earlier (season began 27 Mar).

 

[munitalP]

Hold on! Why the F would you ring QANTAS regarding a jetstar flight? What am I missing here? That's like calling VW because your Audi has a problem....

 

[thewinchester]

Hold on! Why the F would you ring QANTAS regarding a jetstar flight? What am I missing here? That's like calling VW because your Audi has a problem....

From my reading of the OP, he purchased a ticket from QF for a JQ flight.

I think the back and forthing he expeirenced was a bit much, and the QF Reservations agent was not across refund procedures for sectors sold on JQ as they needed to be.

Having said that, the QF booking engine makes the booking conditions for sectors booked on JQ marketed/operated flights as clear as QF operated/marketed flights. The OP obviously booked a ticket type for which change fees or non-refundable conditions applied.

So, QF will need to process the cancellation of the ticket as t would have been sold on their e-ticket plate. The OP will need to call QF back, make this fact clear, and speak to a Senior Reservations Supervisor if necessary. If the ticket can be cancelled or refunded, they he should be able to have this value credited against the PNR for re-use in a future QF booking.

If the ticket can't be refunded, then the OP is just going to have to eat the cost and pay for booking to the 7am flight.

This highlights the needs of unfamilure buyers to understand the conditions of their tickets before purchasing. Failure to do so, and you'll get jammed up in a quandary like this.