Qantas cancellations

airofu

Newbie
Joined
May 13, 2015
Posts
5
Just some questions around if my international Qantas flights got cancelled when just flying out and the best things to do in that situation? Reading stories it sounds like you are on your own, but generally do you need to push with Qantas to rebook, do they reimburse anything around missed/extra accommodation? Or do you go down the route of rebooking what is needed yourself then trying to claim back on travel insurance/Qantas afterwards (sounds riskier)?
 
I think slightly different if its a points or revenue booking, and if points, on QF metal or not. Which is your case? Reimbursement rules also different if departing from UK (legislated compo) or elsewhere. But in all cases, I think you'd bet on a long, frustrating time on the phone unless the stars align.
 
I think slightly different if its a points or revenue booking, and if points, on QF metal or not. Which is your case? Reimbursement rules also different if departing from UK (legislated compo) or elsewhere. But in all cases, I think you'd bet on a long, frustrating time on the phone unless the stars align.
Would be Qantas classic reward flights to USA, more worried about the flight there leaving Australia, as any cancellation would lose days of accommodation and shorten the holiday, wondering how quickly Qantas would try to get you on the next flight out? next day? 2 days, 1 week?
 
If Qantas cancels your reward flight, they will put you on the 'next available', but there has to be an Award seat available. Flights to the USA are heavily booked (I understand), so there may not be an Award seat for a day or so - maybe longer. You could have a look now at Award availabilities for the week after your departure; may be OK but I think they would probably diminish over time. I'm talking Economy here - if its business, you'd be very lucky to get another J award seat anytime soon, unless you were lucky.

If you were to book an alternative yourself, I don't think Qantas would have any obligation, or inclination to re-imburse you. The date of flying is not actually part of your 'contract' with the airline.

Travel insurance is the way to go - essential for any trip I think, but more so in the current environment. Read the PDS with a flight cancellation in mind, and no quick replacement flight offered.

Sorry to not be more positive, but its not a great time to fly on points ATM, I think and you have to be prepared.
 
If Qantas cancels your reward flight, they will put you on the 'next available', but there has to be an Award seat available. Flights to the USA are heavily booked (I understand), so there may not be an Award seat for a day or so - maybe longer. You could have a look now at Award availabilities for the week after your departure; may be OK but I think they would probably diminish over time. I'm talking Economy here - if its business, you'd be very lucky to get another J award seat anytime soon, unless you were lucky.

If you were to book an alternative yourself, I don't think Qantas would have any obligation, or inclination to re-imburse you. The date of flying is not actually part of your 'contract' with the airline.

Travel insurance is the way to go - essential for any trip I think, but more so in the current environment. Read the PDS with a flight cancellation in mind, and no quick replacement flight offered.

Sorry to not be more positive, but its not a great time to fly on points ATM, I think and you have to be prepared.
Thanks not positive but sounds realistic. Good idea about the rewards I might check to get an idea, hoping it would be only a day or so as each additional day without a flight would shorten the holiday/need to claim lost accommodation with insurance? I know lots of travel insurance don't cover flights themselves due to mechanical issues (funny that would be most times right) so would not really have the option to book my own flight and claim.
 
Just received this text from QF:

"We know you are due to travel with us soon. We are trying to update your new flight details but need you to contact us on 1300 659 116 to discuss your options (including a Flight Credit or refund). If your booking was made through a travel agent, contact your travel agent for options available to you (including a refund). Check your travel requirements at qantas.com/travelready."

Booking made through Amex.

This isn't a good sign is it?
 
Both my flights Canberra - Hobart return cancelled over XMAS period. Looks like no more direct flights between the cities ?
 
If Qantas cancels your reward flight, they will put you on the 'next available', but there has to be an Award seat available. Flights to the USA are heavily booked (I understand), so there may not be an Award seat for a day or so - maybe longer. You could have a look now at Award availabilities for the week after your departure; may be OK but I think they would probably diminish over time. I'm talking Economy here - if its business, you'd be very lucky to get another J award seat anytime soon, unless you were lucky.

If you were to book an alternative yourself, I don't think Qantas would have any obligation, or inclination to re-imburse you. The date of flying is not actually part of your 'contract' with the airline.

Travel insurance is the way to go - essential for any trip I think, but more so in the current environment. Read the PDS with a flight cancellation in mind, and no quick replacement flight offered.

Sorry to not be more positive, but its not a great time to fly on points ATM, I think and you have to be prepared.
Just to clarify this, if qantas cancels a flight operated by them and you have an award booking, the next available flight does *not* need award availability. QF will uplift on the next available flight even in a revenue seat.

If the OP is in the USA and qantas cancels a flight operated by them, and the change to the new flight involves overnight accommodation, Qantas will either provide that or reimburse reasonable expenses.

Travel insurance will help, but it’s a good idea to claim what you can from the airline first, especially if they pay for meals, accommodation and any additional transfer fees incurred.

If the award travel involves partner airlines, and the partner airline cancels a flight, it can become more tricky. Airlines like Cathay will usually rebook on an alternative flight. Others may not, leading to the requirement for award inventory to be available for Qantas to rebook.
 
QF will uplift on the next available flight even in a revenue seat.

I think think that should be "Qantas may uplift ....", shouldn't it? I myself have been refused the next available with revenue seats available, and was told that I had to wait for an award seat. Consistently inconsistent.
 
I think think that should be "Qantas may uplift ....", shouldn't it? I myself have been refused the next available with revenue seats available, and was told that I had to wait for an award seat. Consistently inconsistent.
No. The conditions of carriage is that qantas ‘will’ uplift on the next available service, at no additional cost. For events outside QF’s control (which would be rare) they ‘will’ use reasonable endeavours to uplift on the next available service. See conditions of carriage 9.1(c) and 9.2 respectively for event within and outside QF’s control.

If you were flying on a Qantas aircraft on a qantas award and the flight was cancelled, the advice on needing to wait for award availability was incorrect and should have been escalated.
 
Had my direct Perth - Hobart and return flights cancelled for January. Was told that it was a reduction of days, sorry cannot remember which ones stay however Monday and Wednesday have gone. Thought about changing days, though a good chance the rest may go/change anyway. So looks like a bit of Melbourne lounge time for us.
 
No. The conditions of carriage is that qantas ‘will’ uplift on the next available service, at no additional cost. For events outside QF’s control (which would be rare) they ‘will’ use reasonable endeavours to uplift on the next available service. See conditions of carriage 9.1(c) and 9.2 respectively for event within and outside QF’s control.

If you were flying on a Qantas aircraft on a qantas award and the flight was cancelled, the advice on needing to wait for award availability was incorrect and should have been escalated.

I had a reward flight Mel to Adl departing at 8.45am.
I woke up at 4.45am to several messages on my phone stating the flight had been cancelled and they were trying to find another flight. Then, that I was now booked on...11am flight then 8.15am. I checked the Qantas app to find that I could only "accept" the 7am flight , which I would not be able to make or choose a refund.
I quickly checked what flights were available (no reward flights) and called to ask for a flight later than 7am. Cape Town first and then Auckland - who both told me that no award seats available but I could buy one.
I asked Cape Town to escalate - put on hold. Hung up and got through to Auckland, where the CSA told me the same thing but said I could call the airport and tell them I was coming at 7am in case I was a bit late!
Eventually this was escalated and I got a flight at 12.50 but only after a debate. I dread to think of the stress had this been an international flight.

I've been put through to Auckland a couple of times recently and they haven't been great. It's such a relief when you get Hobart.

I'd read this (sorry if its already been referenced elsewhere)
 
The flight hacks article is interesting, but i’m not sure whether they’ve made an incorrect assumption.

When a partner airline cancels, the liability for qantas is likely more limited because it is an event outside their control.

In situations where an event is outside their control, qantas says they will use ‘best endeavours’ to get you a new flight.

Best endeavours usually involves qantas contacting the oneworld help desk… but if that fails, not sure what the options are?

You could go to the airline involved, and ask them to place you on the next flight, which is likely also in their contract of carriage, but they are often unwilling to touch the booking as qantas is the agent. I’ve had some luck doing this, but others haven’t.
 
Eventually this was escalated and I got a flight at 12.50 but only after a debate. I dread to think of the stress had this been an international flight.

I've been put through to Auckland a couple of times recently and they haven't been great. It's such a relief when you get Hobart.
Very clear some(~many) of QF phone agents are not match fit. :(
Or even close to match fit. Still in the junior league and have not learnt the rules of the game.
 
If you were flying on a Qantas aircraft on a qantas award and the flight was cancelled, the advice on needing to wait for award availability was incorrect and should have been escalated.
That is correct, Qantas's own published commercial policy is in agreement with this:
QF operated and marketed flights should be booked in the same booking class as the original flight or the lowest available class in the same cabin if the same booking class is not available.


Note that the reference to P/U/Z/X can only relate to rebooking a revenue booking and is not relevant if rebooking an award.
 
The Frequent Flyer Concierge team takes the hard work out of finding reward seat availability. Using their expert knowledge and specialised tools, they'll help you book a great trip that maximises the value for your points.

AFF Supporters can remove this and all advertisements

Enhance your AFF viewing experience!!

From just $6 we'll remove all advertisements so that you can enjoy a cleaner and uninterupted viewing experience.

And you'll be supporting us so that we can continue to provide this valuable resource :)


Sample AFF with no advertisements? More..
Back
Top