QF Classic Rewards flight change options

[jaymcc]

We booked 2 economy classic reward seats from Melbourne to Miami for Jan 27 2023, at the time of booking (a few months back) the best option available was Melbourne > Dallas > Austin > Miami.

I got a notification today that the Melbourne > Dallas sector was shifted to 28 Jan. Oddly, the Dallas > Austin > Miami sector has been left on the 27 Jan. This was booked as a trip from Melbourne to Miami, not Melbourne to Dallas.

We're supposed to board a cruise on 28 Jan from Miami.

Have spoken to Qantas call centre, and the original flight from Melbourne to Dallas has been cancelled on 27 Jan, which is why we were shifted to 28 Jan. This is the third time Qantas has changed this itinerary in the last month.

So frustrated by this. Firstly, it makes no sense to move the international sector forward 1 day but leave the US domestic sectors as is. Secondly, I feel like Qantas has an obligation to fulfil the original objective of the journey, ie get me from Melbourne to Miami on the 27 Jan. When I speak to a customer service rep it all just falls on deaf ears, all they try to do is the original itinerary albeit on different days.

Travel used to be fun, I used to enjoy this booking and planning process. Now after being on hold for 25 mins, and talking to someone, then waiting on hold again I've been disconnected.

 

[kangarooflyer88]

At a bare minimum Qantas should be able to push you on another flight departing that day with them to get you to Miami. In particular, Qantas has a number of flights state-side including to LAX, SFO, DFW and YVR either direct from MEL or via SYD, BNE. Once in the "states" it should be possible to get a connecting flight to MIA particularly given the extensive route network AA has in that region (i.e. LAX to MIA or SFO to MIA, or YVR to MIA). If I was you I would look at Google flights right now and see what options are available with OneWorld airlines like Qantas, American Airlines and Alaskan, make a note of the flights in question and when calling up offer those as alternatives. My understanding of Qantas rules is that when they cancel the flight on you, you are entitled to any routing that gets you from point A to point B on that day, or any day within the week of travel. All that's needed is a seat in your cabin of travel (i.e. there does not need to be a classic award seat available) since they can always open that up for you.

I'd say hang in there and see what they can do. I understand it can be a challenge working with QF in the best of times, and this certainly ain't the best of times!

-RooFlyer88

 

[jaymcc]

At a bare minimum Qantas should be able to push you on another flight departing that day with them to get you to Miami. In particular, Qantas has a number of flights state-side including to LAX, SFO, DFW and YVR either direct from MEL or via SYD, BNE. Once in the "states" it should be possible to get a connecting flight to MIA particularly given the extensive route network AA has in that region (i.e. LAX to MIA or SFO to MIA, or YVR to MIA). If I was you I would look at Google flights right now and see what options are available with OneWorld airlines like Qantas, American Airlines and Alaskan, make a note of the flights in question and when calling up offer those as alternatives. My understanding of Qantas rules is that when they cancel the flight on you, you are entitled to any routing that gets you from point A to point B on that day, or any day within the week of travel. All that's needed is a seat in your cabin of travel (i.e. there does not need to be a classic award seat available) since they can always open that up for you.

I'd say hang in there and see what they can do. I understand it can be a challenge working with QF in the best of times, and this certainly ain't the best of times!

-RooFlyer88

Thanks for the information. Are you aware of those rules being published somewhere?

 

[papeto]

The Qantas Conditions of Carriage section 9.1(c) states :
(c) Significant Change
If, due to Events Within Our Control, after you buy your Ticket we make a Significant Change to your flight we will:

• rebook you on the next available flight (or combination of flights) on our services to your booked destination at no additional cost to you
• alternatively, at your option, refund the applicable fare

Next time you call the service agent, I would remind them of the condition of carriage and demand a booking - at no cost that suites you.

 

[kangarooflyer88]

The Qantas Conditions of Carriage section 9.1(c) states :
(c) Significant Change
If, due to Events Within Our Control, after you buy your Ticket we make a Significant Change to your flight we will:

• rebook you on the next available flight (or combination of flights) on our services to your booked destination at no additional cost to you
• alternatively, at your option, refund the applicable fare

Next time you call the service agent, I would remind them of the condition of carriage and demand a booking - at no cost that suites you.

One thing I should point out from the contract of carriage is the language on our services. Well QF does not fly to MIA as far as I'm aware. So what might make sense is to check and see if there are classic flight awards on the day you are travelling from US gateway cities QF flies to (i.e. LAX, SFO, DFW) and if so, make a note of those, then find QF flights to those gateway cities, ensuring you pad enough time to make your connecting flight (as you must clear immigration at gateway city and re-check bags). Then present those itineraries to QF. At that point QF has zero wiggle room here since you are allowed to get on any QF flight to the US and if there's classic award availability from the US to MIA then the whole thing should be valid.

-RooFlyer88

 

[MJHoops]

If not fixed after a few calls then just sue them in VCAT (it’s an easy online form) and then someone from customer care will email or call you to fix what should be an easy fix (but as you’ve found, is not, due to the outsourced call centres). And then get them to refund you the small VCAT fee

 

[RichardMEL]

Personally I would try to get on the 26th Dec (yes I know peak post-xmas). just with potential disruptions etc I'd rather be in, or near to, MIA well BEFORE a cruise booking. Or at very least route you onto MEL-SYD-DFW on 27th but even then I wouldn't trust to arrive in MIA in time for a cruise. good luck

 

[cjd600]

Personally I would try to get on the 26th Dec (yes I know peak post-xmas). just with potential disruptions etc I'd rather be in, or near to, MIA well BEFORE a cruise booking. Or at very least route you onto MEL-SYD-DFW on 27th but even then I wouldn't trust to arrive in MIA in time for a cruise. good luck

A month before the cruise is certainly playing it safe

 

[ANstar]

Isn't the usual QF answer they can only rebook you on another flight with reward seats. If none available you can cancel and refund.

 

[papeto]

Isn't the usual QF answer they can only rebook you on another flight with reward seats. If none available you can cancel and refund.

Looking at the conditions of carriage section 9(1)c thats not what it states. There is no mention its limited to the ticket conditions. I would use that in any discussion with the call centre.

 

[jaymcc]

We’ve been working with an agent now for about 70 mins on the phone. Hopefully, they’ve identified that unless time travel is invented before January that the options they’ve presented to us are not possible. This agent seems more competent and making noises like there’s room for movement.

Thanks all for your advice. Fingers crossed.

 

[jaymcc]

… and disconnected.

 

[RichardMEL]

A month before the cruise is certainly playing it safe

mea culpa. I don't know how I read that as Dec