QF flight changes to BA flight mid trip.

[auspal]

I have recently returned from a six weeks trip booked with Qantas. I left Brisbane on 9th July 2011, and visited several countries. My return flight was on 18th August 2011, QF2, from Bangkok to Sydney.

I did receive an email from Qantas asking for contact details whilst I was in Thailand. I resent my email address, and also added the name and address of the hotel we were staying in. I had experienced some problems with my webmail, so wanted to make sure I was contactable.

As I am a Qantas club member, I decided to take advantage of the extra piece of luggage and took advantage of the shopping in Thailand and bought a new piece of light cabin luggage and put some items in there. This had been my plan all along.

On arrival at the aiport, there was a huge kerfuffle at check in with a large group of Pakistani males, trying to board a plane to their hom, as they had to sort this problem out, fair enough.

At this time, when the check in counter opened, I noticed that my flight was now a BA flight, but wasnt unduly concerned as I had my itinerary in my hand, which had been booked and paid for , naming the QF flight. Eventually we were allowed to check in, so didnt get full benefits from the lounge. As I attempted to book in my extra piece of luggage, according to what I believed was my contract with Qantas, I was advised that the Qantas flight had been cancelled, as it wasnt full, and it was now a BA flight, and I was not able to take the extra piece of cabin luggage on board.

I spoke to the supervisor who confirmed this, despite me showing her the itinerary with the QF flight number. I was asked to pay 40 British pounds in excess baggage. When I stated that I was not happy with this and would be making a complaint, all of sudden I was allowed to take it on board. I then had to juggle my contents around to make sure everything could go on board. By this time I was quite stressed by the whole matter. I was also told that my luggage would go straight through to Brisbane, and it was tagged to do so, which turned out to be incorrect. Luckily I found out and was able to collect it in Sydney prior to boarding my domestic flight.

I proceeded to the lounge, spoke to the supervisor there, and asked if their policy was correct. She reiterated that the flight I was booked on had been cancelled, and BA had different policies and it was just too bad. I also asked for her name.

Proceeded to board the plane, and presented my boarding pass. All of a sudden my extra piece of luggage was grabbed from me and when I said that I preferred to keep it with me, I was told that the supervisor had told them they had to take it. I wasnt even given a receipt.

I had a chat with the BA staff onboard who couldnt believe how I had been treated. They told me that Qantas and BA subcontracted all of their work, and the Thai staff couldnt be bothered. They also told me that the flight was half empty.

I contacted Qantas on return. I wasnt able to speak to anyone to find out what the correct procedure was so had to submit an online email. I received this response several weeks later


Thank you for your email regarding your experience departing from Bangkok
> last month. I am sorry I have not been able to respond sooner.
>
> I would like to offer my sincere apologies for the standard of service you
> experienced which caused you make contact. We strive to meet the needs of
> valued customers such as yourself and your comments highlight we could
> have
> done a better job.
>
> We are committed to creating the world’s best flying experience and your
> feedback will help us make the improvements to meet this goal. To this end
> I have copied your email to our management team in Bangkok.
>
> I understand that we did endeavour to advise you of the amendment from the
> Qantas operated flight to British Airways and I’m sorry you were unaware
> of
> the change.
>
> Thank you again for taking the time to contact us.
>
> Yours sincerely
>
> ****************>
Customer Care Executive
> 12 September 2011


I have blanked the name out, but I am still none the wiser. Are Qantas allowed to change the goal posts half way through the match?????? I wonder if this Customer Care Executive has bothered to read my email and pinpoint my concerns.


.

 

[TheInsider]

Just one point, QF wouldn't have cancelled a flight if it was 'empty' (especially if it was international).. QF133 and QF37 about a week ago had around 30 people on each, and wasn't cancelled.

 

[auspal]

I did wonder about that, as the British airways flight was nearly empty as well, and I wouldnt have thought they would have both been flying to the same place at the same time.

 

[elbarto]

If you were on QF 2 it's unlikely that was cancelled because it was empty as that originates at LHR. Only would have been cancelled if it had gone tech.


Sent from my iPad using Aust Freq Fly app

 

[auspal]

I did ask at check in to speak to Qantas re this issue, and the supervisor told me that she worked for both Qantas and BA, and apparently Bangladeshi airlines, I dont know what happened in the end with those 50 large screen tv's , but the passengers were not happy chappies lol

 

[markis10]

Odd:

07/08/2011	QF2	London Heathrow	Bangkok	Sydney	VH-OJU	747-400	14F/52J/32W/255Y
08/08/2011	QF2	London Heathrow	Bangkok	Sydney	VH-OJS	747-400	14F/52J/32W/255Y
09/08/2011	QF2	London Heathrow	Bangkok	Sydney	VH-OJG	747-400	14F/52J/32W/255Y
11/08/2011	QF2	London Heathrow	Bangkok	Sydney	VH-OJN	747-400	14F/52J/32W/255Y
12/08/2011	QF2	London Heathrow	Bangkok	Sydney	VH-OJF	747-400	14F/52J/32W/255Y
13/08/2011	QF2	London Heathrow	Bangkok	Sydney	VH-OJG	747-400	14F/52J/32W/255Y
14/08/2011	QF2	London Heathrow	Bangkok	Sydney	VH-OJU	747-400	14F/52J/32W/255Y
15/08/2011	QF2	London Heathrow	Bangkok	Sydney	VH-OJH	747-400	14F/52J/32W/255Y
17/08/2011	QF2	London Heathrow	Bangkok	Sydney	VH-OJT	747-400	14F/52J/32W/255Y
18/08/2011	QF2	London Heathrow	Bangkok	Sydney	VH-OJQ	747-400	14F/52J/32W/255Y
19/08/2011	QF2	London Heathrow	Bangkok	Sydney	VH-OJL	747-400	14F/52J/32W/255Y
20/08/2011	QF2	London Heathrow	Bangkok	Sydney	VH-OJP	747-400	14F/52J/32W/255Y

I wonder if you were moved to BA so QF could move QF52 pax ex SIN onto your flight, as that was the only cancellation that day.

 

[Timba-Jet]

Auspal, good on you for maintaining your position at BKK, and now following it up with a complaint to Qantas.

This is a timely reminder to Qantas if they intended to hand over their BKK/HKG-LHR routed to BA, they need to look at ensuring QF benefits are acknowledged by their partners.