Qantas flight cancellation - What are Qantas's obligations?

[bushtuckerman]

Just wondering if any members can throw some light on what to expect from Qantas following cancellation of an international flight.

Here are the details:

• In November 2008, wife used QFF points to book BKK-SYD on flight QF2 leaving BKK August 13 at 18:10pm.
• In March 2009, Qantas phoned to say the flight was cancelled, and booked her on BA-09 leaving BKK 18:10pm next day.
• This forces her to stay an extra night in BKK. The additional costs were not planned or budgeted for.

What are the normal arrangements regarding Qantas assisting with additional expenses/accommodation in these circumstances? Apprciate your views.
Cheers
Bush

 

[serfty]

Did your wife agree to the change at the time of the 'phone call in March?

 

[bushtuckerman]

Hi Serfty

She essentially had no choice but to agree.

Its not such a big deal because she received a long lead-time prior to flights (5mths). Its just that she'll be on her own in BKK because I leave earlier for another country.

I thought I'd seek some views prior to contacting Qantas.

Cheers
Bush

 

[serfty]

She did have a choice; but Qantas (like most Airlines) like to ambush in these situations.

She could have said no at the time; a ~24 hour change could be rightly considered unacceptable and if she had expressed that, then the onus would have been on Qantas to re-book her using options acceptable to her - probably on the same day BA flight or via SIN/HKG that day to get her back to SYD.

You can be rest assured there are MANY PAX on that same day BA flight who were originally booked on the same Qantas flight as your wife.

It may not be too late; but since your wife has verbally accepted the changes it's going be harder to fix than if she had not. (Do not doubt for one minute that Qantas have a recording of the March telephone call to her.)

 

[Will]

Agreed. I've even had flights refunded by JQ and DJ after relatively small time changes (in the order of 2 hours) when they called to offer me a new time. I'm sure QF would do the same.

 

[markh]

I have had a few changes recently and make sure I do my homework before calling Qantas with what option suits me... If you or your partner are Qantas Platinum Frequent Flyers make sure that you speak to someone from the Qantas Premium team when you make changes, they always seem to be most helpful and understanding.

 

[N860CR]

Interesting that the "flagship" QF1 and QF2 isn't daily from mid-year onwards. No ex SYD on Tuesdays and no ex BKK Thursdays. Seems as though the JQ BKK-MEL-SYD is listed as the alternative.

 

[bushtuckerman]

Thankyou for your feedback.

I guess its worth asking Qantas the question. We would be happy if Qantas provided lounge access on the day of departure.

The downside is that the credit card will probably get a pounding on her extra day in BKK, and it'll be Qantas's fault.

Cheers
Bush

 

[oz_mark]

Interesting that the "flagship" QF1 and QF2 isn't daily from mid-year onwards. No ex SYD on Tuesdays and no ex BKK Thursdays. Seems as though the JQ BKK-MEL-SYD is listed as the alternative.

I think normal programming of this resumes late September

 

[bushtuckerman]

Interesting that the "flagship" QF1 and QF2 isn't daily from mid-year onwards. No ex SYD on Tuesdays and no ex BKK Thursdays. Seems as though the JQ BKK-MEL-SYD is listed as the alternative.

That explains her cancelled flight. It was QF2 scheduled to depart BKK on Thursday 13 August.

Cheers
Bush