Re booking a cancelled Qantas flight

[57chav]

Is this for real - My husband and I had to cancel our flights to Singapore earlier in the year. We are now ready to rebook. I can get a ‘sale’ business class
Fare for around $8100 for two return, BUT if I book the same fare with my credit it is going to cost me $11,000 plus.
I would have thought if it was my credit I could use it my way, but not.
I guess I would be directed to read the fine print!!!
Any thoughts.

 

[Mattg]

What airline is this with?

 

[Seat0B]

A lot of airlines have sneaky small print on credits requiring that you use it for the same or better fare class as originally booked when you rebook. So maybe your original fate was not a sale business but a “better” ticket and so they require you to now rebook that “better” ticket.

Yes it’s all but a scam. Yes most people learn this the hard way (me included). And nope, there’s probably nothing you can do about it if that is in fact what’s happened.

Welcome to posting of AFF and sorry to break this bad news.

 

[SOPOOR]

A lot of airlines have sneaky small print on credits requiring that you use it for the same or better fare class as originally booked when you rebook. So maybe your original fate was not a sale business but a “better” ticket and so they require you to now rebook that “better” ticket.

Yes it’s all but a scam. Yes most people learn this the hard way (me included). And nope, there’s probably nothing you can do about it if that is in fact what’s happened.

Welcome to posting of AFF and sorry to break this bad news.

that is frigging horrible, and is unethical as you can get

 

[Seat0B]

that is frigging horrible, and is unethical as you can get

I totally agree with you. They rely on small print conditions of carriage to enforce this.

 

[MEL_Traveller]

Be interesting to know which airline this is!

I’ve just checked a couple of sets of fare rules for Qantas and for both economy sale and business sale fares they allow you to use your credit towards a lower fare, with the balance retained for future use!

Here’s the text for a business sale to the UK:

Cancellation (including no show)​

Cancel for a Flight Credit
Permittedbefore and after departure of the first flight in your booking.

• A change fee of $450 AUD per person will be charged once when first redeeming your Flight Credit.
• Flight Credits can be used to book fares lower than your original ticket price and can be used towards multiple bookings.
• There may be a fare difference between the fare for your new booking and the original fare.
• You must book and travel within 12 months of the original booking date.

I totally agree with you. They rely on small print conditions of carriage to enforce this.

Usually the fare rules, rather than the contract of carriage, and the OP may have rights under the Australian Consumer Law.

 

[Seat0B]

Be interesting to know which airline this is!

Well in my case it was QF. Around later 2019 and early 2020 when we had a run of family bereavements And when I expressed outrage on a different forum, other posters shared experience of similar conditions on other airlines.

And I am delighted +++ if QF have changed their position as per the T&C you found. That might be a good additional bonus from their COVID cancellation/credit debacles.

 

[MEL_Traveller]

Well in my case it was QF. Around later 2019 and early 2020 when we had a run of family bereavements And when I expressed outrage on a different forum, other posters shared experience of similar conditions on other airlines.

And I am delighted +++ if QF have changed their position as per the T&C you found. That might be a good additional bonus from their COVID cancellation/credit debacles.

I think you’re right… it used to be the case that credits had to be applied to a fare of equal or greater value, and surprise surprise… there was never a fare of ‘equal’ value. The sale fare wouod be a dollar less, and so you’d have to go to the more expensive saver or flex fares.

I think partly the aftermath of covid, maybe also looking at potentially unfair terms? But it’s a positive outcome!

When I started flying VA one of the reasons I chose them was that their travel bank could be used as part payment, didn’t need a higher fare, or to use the whole credit.

 

[CaptJCool]

Yes
This got changed once Hudson became CEO
it’s all over the fare rules and Flight credit webpages

So sounds like this cancellation is another airline not QF

 

[57chav]

sorry I missed the airline. It was definitely Qantas.

 

[MEL_Traveller]

sorry I missed the airline. It was definitely Qantas.

Maybe try through the call centre? The credit vouchers have been changed now so you could certainly buy your sale fare!

On the flight credits page it says any credit issued after October 2021 can be used for a lower fare: https://www.qantas.com/au/en/manage-booking/credit-vouchers.html#requested-by-you

 

[57chav]

Thanks for everyone’s help. After 3 separate phone calls to the call centre I was told I could definitely not rebook the flights without paying over $10.000.
After all the advice I received from you all I decided to take it further. I phoned the
Qantas consierge who was quite helpful but I still had to pay another $1500 for the fare.
So we have had to compromise and leave from Sydney instead of Adelaide and fly economy from Adelaide to Sydne.y.
If ever I need help again, I will certainly ask you all instead of Qantas. So much for the Spirit of Australia! Really sad.

 

[Seat0B]

Sorry you got such a poor outcome @57chav.
Welcome to posting on AFF and I hope your time in Singapore is fantastic despite this bumpy start.

 

[Seat0B]

Is it worth pulling up the specific rules on flight credits from the web site and sending in a complaint to QF @57chav, requesting they honour the conditions as per @MEL_Traveller’s post, or are you just over it all and want to move on? You won’t get a quick answer, but you might have a win in the end if you’re willing to persist.

Take screen shots as evidence of the available cheaper fares for your dates that you were not permitted to use with your flight credits and include those.

 

[57chav]

Thank you SeatOB. Having spent the last two days on this I am not sure I have the energy to pursue any further. Perhaps that is what Qantas want you to do.!!!
Thanks again for all your help .

 

[Freq Flier 2013]

Thank you SeatOB. Having spent the last two days on this I am not sure I have the energy to pursue any further. Perhaps that is what Qantas want you to do.!!!
Thanks again for all your help .

Maybe send the updated terms and conditions to Qantas legal department and ask for a review. It could be quick and if you get a reply, nice if not it’s not a lot of time wasted.