Qantas cancellation/call centre advice please

Mothy

Newbie
Joined
May 24, 2022
Posts
4
Hi,
Really hoping some of you highly knowledgeable folk can help. I have two separate issues/queries. Sorry in advance for the long post!

I booked return classic reward business flights to Europe six months ago (I am only a bronze member). My outgoing flight leaves this Saturday 28/5. QF Melbourne - Brisbane, Emirates Brisbane - Dubai - Barcelona. I arrive in Brisbane 2,5 hours before the Emirates flight. In previous times, this wouodnt be of much concern, but hearing about all the chaos at the moment, I would like an earlier flight into Brisbane just in case.
I rang the call centre, got Fiji and was told that despite there being several flights Melb - Bris that day, there were no classic reward seats that day. I offered to pay and the person said I couldn’t even do that, because the rest of the itinerary is class rewards so I can only fly classic rewards seats. I have had another very bad experience with the call centre (see below) so don’t really trust their advice.

I live near the airport so I was thinking of, once check in opened (ie Thursday), presenting to the staff at the airport with my request. Is this a reasonable thing to do.

My return flight is even more of a headache. It is at the end of July. Originally the first two legs (Air France codeshare) were cancelled. I haven’t received any notification re this, but just happened to notice the flights were missing, Twelve calls to customer service, being told different things each time. Then, to make matters worse, one call centre person cancelled the final leg in error when trying to “fix” my booking, as well as booking me two flights Naples to London one day apart. So, after all the mess ups, my current itinerary when I log in to manage my booking is:
Nap - Lon 21 July (BA)
Nap - Lon 22 July (BA)
Lon - Hong Kong 23 July (Cathay)

Call centre say they can do nothing to help as, predictably, there are no classic reward seats left and because they are codeshares.

I have many questions, but I suppose my main one is: given ai have not had any formal notification of this cancellation and my ticket has not been cancelled, should I just wait for Qantas to fix or turn up with the original ticket and plead ignorance?
My next question is: what is Qantas’ responsibility in this situation? Can they just leave you stranded OS just because they are classic reward/codeshare flights?

Mega appreciative of any advice you can give!
 

MJHoops

Junior Member
Joined
May 24, 2022
Posts
19
Qantas
Bronze
Virgin
Platinum
It doesn’t help you fix it before flying, but I’d be contemplating a consumer tribunal complaint regarding the flight home if it goes pear shaped…

That said, Qantas’ stance will no doubt be - the other airline cancelled the flights so all we can do is refund you…

My thinking is if that causes consequential loss (Ie you pay for a seat HKG-MEL) you can try to claim that as compensation from Qantas

Not sure whether threatening this via the complaint form could work?
 

AstroBBoy

Junior Member
Joined
Jun 2, 2020
Posts
37
I live near the airport so I was thinking of, once check in opened (ie Thursday), presenting to the staff at the airport with my request. Is this a reasonable thing to do.

Is there staff at the airports these days that can do any of this?
I thought they simply gave you a phone number to call?
 

sqrt()

Member
Joined
Mar 23, 2020
Posts
102
Qantas
Silver Club
Virgin
Gold
So, after all the mess ups, my current itinerary when I log in to manage my booking is:
Nap - Lon 21 July (BA)
Nap - Lon 22 July (BA)
Lon - Hong Kong 23 July (Cathay)
This is what appears on manage my booking, but what does your eticket itinerary say? Have these changes actually been ticketed?
 

MJHoops

Junior Member
Joined
May 24, 2022
Posts
19
Qantas
Bronze
Virgin
Platinum
Hi,
Really hoping some of you highly knowledgeable folk can help. I have two separate issues/queries. Sorry in advance for the long post!

I booked return classic reward business flights to Europe six months ago (I am only a bronze member). My outgoing flight leaves this Saturday 28/5. QF Melbourne - Brisbane, Emirates Brisbane - Dubai - Barcelona. I arrive in Brisbane 2,5 hours before the Emirates flight. In previous times, this wouodnt be of much concern, but hearing about all the chaos at the moment, I would like an earlier flight into Brisbane just in case.
I rang the call centre, got Fiji and was told that despite there being several flights Melb - Bris that day, there were no classic reward seats that day. I offered to pay and the person said I couldn’t even do that, because the rest of the itinerary is class rewards so I can only fly classic rewards seats. I have had another very bad experience with the call centre (see below) so don’t really trust their advice.

I live near the airport so I was thinking of, once check in opened (ie Thursday), presenting to the staff at the airport with my request. Is this a reasonable thing to do.

My return flight is even more of a headache. It is at the end of July. Originally the first two legs (Air France codeshare) were cancelled. I haven’t received any notification re this, but just happened to notice the flights were missing, Twelve calls to customer service, being told different things each time. Then, to make matters worse, one call centre person cancelled the final leg in error when trying to “fix” my booking, as well as booking me two flights Naples to London one day apart. So, after all the mess ups, my current itinerary when I log in to manage my booking is:
Nap - Lon 21 July (BA)
Nap - Lon 22 July (BA)
Lon - Hong Kong 23 July (Cathay)

Call centre say they can do nothing to help as, predictably, there are no classic reward seats left and because they are codeshares.

I have many questions, but I suppose my main one is: given ai have not had any formal notification of this cancellation and my ticket has not been cancelled, should I just wait for Qantas to fix or turn up with the original ticket and plead ignorance?
My next question is: what is Qantas’ responsibility in this situation? Can they just leave you stranded OS just because they are classic reward/codeshare flights?

Mega appreciative of any advice you can give!
@Mothy how did you go with this?
I seem to have got QF to do the right procedure by them requesting specific alternative flights to replace my cancelled leg, and they apparently then email the operating carrier (in my case JL) to ticket the changes that I can now see in MMB or checkmytrip website.
 
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