QF Award redemption warning (CX/Jetstar)

[kreuky]

FYI, I redeemed an award ticket online via Qantas for a flight from HKG-TPE-NRT with the first segment on CX and the second on GK (Jetstar Japan). Qantas sold me this ticket with a 65 minute connection in TPE. When I went to check in at HKG, CX said that there is no way I can make the connection as they do not have a baggage interline agreement with GK and that I would have to clear customs and immigration in TPE. Since it was a QF ticket, I had to contact QF, which I did, and who were utterly useless. They refused to change the ticket as it was < 24 hours to departure (I was at the airport!) and said there was no award space anyway on an earlier flight. Basically, they said I was out of luck and had to fend for myself. Fortunately, the CX F check in agents were extremely helpful and friendly and managed to sort the situation out by liaising with QF ground staff and CX staff to get an award seat on an earlier flight and for QF to re-issue the ticket. Kudos to CX who resolved the issue when it wasn't even their problem. They got me on an earlier flight and I made the connection in TPE.

So a word of warning when redeeming CX and Jetstar flights in one ticket - QF will sell you an illegal itinerary, so make sure there is plenty of time for connections if you have baggage.

 

[I love to travel]

Wow - that is pretty poor. Wonder whether it was an IT glitch. Glad you had the CX agent

 

[Spongbob]

I think there are two issues with the OP experience worth noting. One, a 65 minute connection would always be a concern (even for domestic flights) as it does not allow much time for possible late arrival of the in-coming flight. And two, booking a Jetstar flight is always a risk given their disregard for customer problems, which is even more so if the booking is via Qantas.

 

[cmon0005]

I am actually more surprised that CX helped, I have heard that CX are not that great when IROPS.etc. happens, and especially when an issue with a ticket of a 3rd party airline (even if in OW). Well done

 

[ozbeachbabe]

So a word of warning when redeeming CX and Jetstar flights in one ticket - QF will sell you an illegal itinerary, so make sure there is plenty of time for connections if you have baggage.

I wouldn't be comfortable with only a 65 min connection even if it was the same carrier as there is no wiggle room if anything goes wrong.

I don't know whether any airline system actually factors in a baggage and/or IATCI agreement with other airlines at the time or reservation.

Sounds like it purely looks at the MCT being met which of course becomes totally irrelevant if you have to checkin again as it's then a matter of needing to checkin before the flight closes which I imagine would be around one hour prior to departure.

Maybe some homework for the back end developers .....or the work experience kids.

Another trap for young players is making a booking where there is a baggage and IATCI agreement in place but when you don't get a boarding pass for the connecting flight.

Even though the bag can still be checked through to the final destination you still need to have a buffer of extra time as sometimes you need to get from a domestic to international terminal on a shuttle and make it to checkin before the flight closes.

Such examples could be:

BNE QF xSYD MH xKUL MH xx_, BNE QF xADL EK xDXB EK xx_ or BNE QF xMEL QR xDOH QR xx_.

MH often have an array of error responses with IATCI so pax need to recheck with MH at SYD. EK maybe oversold in whY so no seat to allocate to give you until oversale is rectified in ADL.

QR always block off seats in exits, bulkheads and last few rows of whY for airport use so if the flight is full or has fewer unsold seats than are blocked you'll need to recheck in MEL for seating.

 

[dajop]

Am I detecting an element here of blame the victim? Most travellers are not frequent flyer nuts, and have no idea about through checking baggage, MCT's etc, and when booking through an airline website (whether revenue or award) should be able to rely on the airline website to get it right. And if the airline website does not get it right then they should be able to rely on the booking airline to fix it. And fixing it means paying the $$ to fix it, not just relying on the next seat available in that booking class - in 11 days time to fix it. In this instance, it was great that CX came the rescue, but really QF should have handled it better, not just leaving the passenger to "fend for themself". Pathetic.

Looking at expert flyer, MCT is 60 mins at TPE for flights through same terminal, but through checking of baggage is not allowed from CX to GK. My theory is that the coding in the background doesn't look at through check partners - or if it does - it doesn't distinguish between JQ and the other members of the Jetstar family (according to EF, CX->JQ is OK, CX->BL ... Jetstar Pacific is also OK, but not GK and 3K, ie. Jetstar Asia & Jetstar Japan).

 

[JohnK]

I wouldn't be blaming the victim but I have a general rule of allowing at least 2-3 hours for most transits. If I know I'll need to collect luggage and checkin again I may need more time in transit in such places as KUL where it can take ~1 hour to clear immigration.

 

[kreuky]

I agree with sentiments that it's probably an IT glitch that QF need to fix (but probably won't). I'm comfortable with short connections as they're protected and as long as it doesn't cause me too much inconvenience if I miss it. I remember one time I did SFO-LAX-SYD and AA sold me a ticket with a 35min connection! Initially, it was 55min but due to a schedule change, it was changed to 35min. I called them about it and they said it was fine. SFO is notorious for delays, so I was worried (though it wouldn't have inconvenienced me too much if I missed it), but in the end, my luggage and I made it easily.

 

[ozbeachbabe]

Our recent experience in HKG was initially a bit nerve wracking. We were on two separately issued 081 tickets with QF97 BNE/HKG being a Classic award in whY then CX880 HKG/YVR a partner award in J. Apparently due to mixed class in cannot be issued on the same ticket - QF website almost lets you get to the end then you get an error message. Called up res and asked if they could do it but no go we would need to book separately. Prior to travelling 01 Sep this would not have been an issue because QF would be able to through check bags to other OW carriers on separate tickets so that issue cemented our decision to take HLO at least on the way over to US via Canada. This scenario highlighted again how annoying this OW baggage interline rule is.

We weren't 100% sure until the day we departed (Sat 22 Oct) if the QF97 flight would be cancelled as it had been the day prior due to Typhoon Haima. We'd pushed back then waited a while then returned to blox for engineers to look at the starboard engine. All pax had to deplane while a new integrated data generator was installed which delayed our departure by several hours. We still ended up with an hour in the Pier Lounge which could've been longer if we'd thought to do OLCI for the CX flight as you are not allowed through transit security without an onward boarding pass and unless you have a QR code from mobile checkin, showing a screen shot on your smart phone of your OLCI b/pass doesn't cut it even if you can use the free airport wi-fi to checkin on the spot.

Next time I think we'll enjoy a night in HKG unless we've got all flights on the same ticket. Don't know what would've happened if we'd misconnected in HKG holding separate tickets or if our BNE/HKG flight was cancelled resulting in us not being able to fly HKG/YVR at all.

Am I detecting an element here of blame the victim?

Definitely not throwing shade at the OP - maybe I should've worded it better like "after our recent transit in HKG and with the benefit of hindsight being 20/20 I wouldn't be comfortable with a 65 min connection".....

Most travellers are not frequent flyer nuts, and have no idea about through checking baggage, MCT's etc, and when booking through an airline website (whether revenue or award) should be able to rely on the airline website to get it right. Looking at expert flyer, MCT is 60 mins at TPE for flights through same terminal, but through checking of baggage is not allowed from CX to GK. My theory is that the coding in the background doesn't look at through check partners - or if it does - it doesn't distinguish between JQ and the other members of the Jetstar family (according to EF, CX->JQ is OK, CX->BL ... Jetstar Pacific is also OK, but not GK and 3K, ie. Jetstar Asia & Jetstar Japan).

So if the coding is wrong, what is the appropriate fix? To not show GK or 3K flights at all unless on a point to point basis? This could be problematic for pax who may need to use more points to book that sector separately than if included as part of a through journey. Enter Newton's third law where every action has an equal or opposite reaction.

 

[madrooster]

I agree with sentiments that it's probably an IT glitch that QF need to fix (but probably won't). I'm comfortable with short connections as they're protected and as long as it doesn't cause me too much inconvenience if I miss it. I remember one time I did SFO-LAX-SYD and AA sold me a ticket with a 35min connection! Initially, it was 55min but due to a schedule change, it was changed to 35min. I called them about it and they said it was fine. SFO is notorious for delays, so I was worried (though it wouldn't have inconvenienced me too much if I missed it), but in the end, my luggage and I made it easily.

That connection is illegal at LAX so AA would've had to re-accommodate you one way or another.

In the respect to the CX to GK interlining issue...There's actually more than one issue here:

1. Amadeus does not check interline agreements between carriers when issuing a ticket (I don't think any GDS does).

2. The MCT used for this ticket would've fallen back to the airport's standard MCT, and airport standard MCTs generally do not cater properly for carriers without interline agreements. Most carriers with interline agreements would've already defined their own overriding MCTs.

There's multiple parties to blame but the GDSes should check interlining carrier agreements - that is the quickest solution.

Our recent experience in HKG was initially a bit nerve wracking. We were on two separately issued 081 tickets with QF97 BNE/HKG being a Classic award in whY then CX880 HKG/YVR a partner award in J. Apparently due to mixed class in cannot be issued on the same ticket - QF website almost lets you get to the end then you get an error message. Called up res and asked if they could do it but no go we would need to book separately. Prior to travelling 01 Sep this would not have been an issue because QF would be able to through check bags to other OW carriers on separate tickets so that issue cemented our decision to take HLO at least on the way over to US via Canada. This scenario highlighted again how annoying this OW baggage interline rule is.

There is no issue with issuing a single ticket for both awards. If this wasn't possible then building a oneworld 140/210/280/420k award flight by flight wouldn't be possible.

 

[ozbeachbabe]

There is no issue with issuing a single ticket for both awards. If this wasn't possible then building a oneworld 140/210/280/420k award flight by flight wouldn't be possible.

Would a Mad Rooster use the expression 'cough-up?

So should've done the old HUACA scenario then?

 

[madrooster]

Would a Mad Rooster use the expression 'cough-up? 

So should've done the old HUACA scenario then?

Yes to both.