Qantas FF booking but operated by Jetstar

[Timmeez]

In December flew on a Qantas FF award booking from Sydney to Bangkok. The flight had a Qantas number, but it was operated by Jetstar.

I assumed that I would get the same service as I would with a Qantas flight because of the QF flight number and the fact that I paid using full Qantas FF points.

Wrong.. they didn't provide meals and I had to pay for the Jetstar inflight entertainment system that only had a few movies and tv shows on it.

And the flight was 2 hours late, and it went via Melbourne.

I've complained to Qantas today via email.

Has anyone had this experience?

What compensation do you think I should get for paying full price but getting inferior service?

Appreciate your thoughts.

 

[samh004]

What compensation do you think I should get for paying full price but getting inferior service?

You didn’t pay full price, you used your points, as you said?

You would have known at booking it was a JQ service, despite the QF#### number, and the 4 #### would have given it away too.

 

[nlagalle]

You would have known at booking it was a JQ service, despite the QF#### number, and the 4 #### would have given it away too.

An international flight wouldn't be a 4 number flight. QF codeshares on int are still 3 numbers.

An example is QF267 which is really JQ35. So unless he clicked on the flight details or noticed the * next to it he may not have noticed.

Not everyone understands the codeshares etc.

 

[samh004]

An international flight wouldn't be a 4 number flight. QF codeshares on int are still 3 numbers.

An example is QF267 which is really JQ35. So unless he clicked on the flight details or noticed the * next to it he may not have noticed.

Not everyone understands the codeshares etc.

Ahh, I was unaware of that, though when looking at an international codeshare doesn’t it display a logo that isn’t QF? Or do you need to click on the flight number to find out? Might have to go have a look at how obvious it is, but I thought it was fairly obvious myself.

Edit: I looked a month ahead and couldn’t find QF267, but all the flights I saw that weren’t operated by QF clearly had a different logo next to them, be it JQ or a OW one.

 

[anat0l]

QF international flights are QF1 - QF399.

• QF1 - QF199 are operated by Qantas, displayed in lists with a red triangle except specific Qantas branded companies, e.g. Jetconnect, which are shown with a green square.
• QF200 - QF299 are codeshares operated by Jetstar, displayed in lists with an orange star.
• QF300 - QF399 are codeshares operated by other airlines, including oneworld carriers, displayed in lists either by a green square or purple circle.

Anyway, the OP seems to have not the problem that they booked a QF codeshare operated by JQ by mistake, but rather presuming that redeeming for a QF award with a QF flight number, albeit operated by JQ, would result in "QF service", i.e. free food, entertainment etc.

Unfortunately, this assumption is wrong, and the fine print when you go to book an award flight sets this out:

Food, beverages and entertainment are not included on Jetstar services unless you book international StarClass. Items may be purchased inflight if available, and pre-purchased on international flights (excluding New Zealand). On Jetstar international services, amenity kits (blanket, neck support, eyeshades and socks) may also be purchased.

All of this very much underlines the fact that unless you are awash with points and/or have no choice but to choose such JQ operated sectors, redeeming points for JQ operated flights are usually a bad idea (redeeming for JQ Y gives you only JetSaver standard service (i.e. only thing free is a bag); whilst redeeming for JQ *C gives you a PE standard product at a J points price = very expensive!).

As for the OP, unfortunately you were wrong to presume that your redemption would result in "full service" as you would suggest, even if you redeemed on a QF flight number. It doesn't matter that you used QF points to redeem an award on JQ (in fact, there is no other way to redeem a ticket with JQ, except possibly with JQ Dollars on the JQ Mastercard). I'd expect as much that QF will come back to you with a similar response. So no compensation is due for this part.

As for the flight being delayed 2 hours, this could happen irrespective of whether you paid points or cash, whether you flew JQ or QF. If the delay caused you significant hardship and you could justify this, then perhaps QF may look at this case to give you some compensation, but I'd be making sure you have strong justification. Even then, I'm not confident on your chances of getting compensation here.

Overall, I'm sorry to say that I'm not optimistic there is any compensation due for you.

 

[JohnK]

Fine print does it again! :-|

Can someone please explain why it is necessary for QFF to have QF codeshares for JQ flights and not use JQ flight numbers? AFF and experienced frequent flyers have the knowledge and know the difference but others may not be so fortunate.

 

[nlagalle]

Ahh, I was unaware of that, though when looking at an international codeshare doesn’t it display a logo that isn’t QF? Or do you need to click on the flight number to find out? Might have to go have a look at how obvious it is, but I thought it was fairly obvious myself.

Edit: I looked a month ahead and couldn’t find QF267, but all the flights I saw that weren’t operated by QF clearly had a different logo next to them, be it JQ or a OW one.

You won't find it booking a paid fare, but search for a classic award and it will appear:

 

[samh004]

You won't find it booking a paid fare, but search for a classic award and it will appear

Ahh, that’s why

But I can still clearly see the JQ logo, and while I wouldn’t expect everyone to be so well versed on different airlines services onboard, I’d have thought the difference between Jetstar and Qantas was obvious enough.

I guess I’m tainted by the knowledge I’ve learnt here

 

[serfty]

Note that if travelling with a revenue ("Commercial") fare on a QF codeshare long haul flight number on JQi metal than F&B (no alcohol) is included in the fare. (Also headphones and a light blanket)

This is not provided for Award redemption booking where these need to be paid for (pre-flight or on-board).

Qantas Industry Sales Site - Policies and Procedures - Qantas Codeshare on Jetstar Operated Flights

 

[Walter Plinge]

I fell for this trap last year on a domestic flight. My fault -- but never again. The flight before this one the midnight flight PER-MEL was Qantas but last year I found to my disgust it was now a Jetstar flight. Not only did it depart an hour late but I paid Qantas FF points for Jetstar service -- no meal!

 

[serfty]

I fell for this trap last year on a domestic flight. My fault -- but never again. The flight before this one the midnight flight PER-MEL was Qantas but last year I found to my disgust it was now a Jetstar flight. Not only did it depart an hour late but I paid Qantas FF points for Jetstar service -- no meal!

PER-MEL is a domestic service.

Such flights have no complimentary meal service, even for "commercial" customers on a QF flight number on JQ metal.

 

[Walter Plinge]

PER-MEL is a domestic service.

Such flights have no complimentary meal service, even for "commercial" customers on a QF flight number.

I've always had a meal or snack of PER-MEL. When the midnight flight was Qantas it included breakfast.

 

[serfty]

I've always had a meal or snack of PER-MEL. When the midnight flight was Qantas it included breakfast.

I've edited my post to indicate it related to JQ metal only.

 

[oz_mark]

I fell for this trap last year on a domestic flight. My fault -- but never again. The flight before this one the midnight flight PER-MEL was Qantas but last year I found to my disgust it was now a Jetstar flight. Not only did it depart an hour late but I paid Qantas FF points for Jetstar service -- no meal!

One needs to pay attention booking PER-MEL (and MEL-PER) as some days there are 3 JQ flights. Most days there is a red eye on JQ and QF (and I am on the QF one tonight :evil:, after misconnecting from SIN) but Sunday night is generally just JQ.

 

[ozbeachbabe]

Fine print does it again! :-|

Can someone please explain why it is necessary for QFF to have QF codeshares for JQ flights and not use JQ flight numbers? AFF and experienced frequent flyers have the knowledge and know the difference but others may not be so fortunate.

One of the reasons QF do this is that it enables travel agents to book a through fare eg LHR/SIN/DRW or LHR/SIN/CNS via their GDS such as Amadeus, Galileo or Sabre whereby one of the sectors of the through journey is only operated by JQ metal eg SIN/DRW or SIN/CNS flight.

If there is no QF codeshare flight an agent can't book the LHR/SIN via a GDS then a SIN/DRW via the JQ website when it's a through fare.

JQ don't pay to be hosted in a GDS however if QF codeshare on certain sectors operated by JQ they can still get business that way and they're not paying any distribution costs for the privilege QF are.

It's not as crucial for JQ to codeshare with QF on journeys that are typically point to point eg DRW/SGN/DRW, OOL/KIX/OOL, SYD/HNL/SYD or multi sector journeys that are all JQ operated flights as these fares are sold in isolation ie JQ gets 100% of the revenue.

When I worked for a GDS over 10 years ago the cost to an airline for a travel agent booking a flight via a GDS was USD5.00 per sector & I imagine that amount would have increased now.

Obviously LCC's don't want to pay more than they have to for distribution costs than they absolutely have to which is why you can't book these carriers via a GDS only via their website.