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Rebooked on JQ - experiences?

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WLGFlyer

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Jul 8, 2013
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202
Hi there,

Apologies for sounding entitled and I know this is a first world problem but it’s been a long day.

So my QF flight to OOL via MEL was cancelled and I have been rebooked on the direct flight on JQ.

Now while I appreciate getting home, my 4A has turned into a middle seat and all the other pleasures of flying a budget airlIne.

What can I expect from QF here? I will apply for ORC (especially painfully since this was a DSC flight) but frankly I’m after a financial compensation. I could have booked the JQ flight myself at the time of booking and saved myself $$. Not looking to get rich but fare difference would be nice.

Any experience?

Thanks!
 
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tea&coffee

Intern
Joined
Oct 19, 2011
Messages
62
Good luck, it took me almost a month last year to even get them to credit my status credits and FF points after a QF canceled flight from OOL-SYD was transferred to JQ. They demanded proof of travel despite the fact they moved me.

I also got to enjoy a middle seat (from QF Bus as a WP) and had to buy a water as apparently QF doesn’t provide JQ inflight vouchers in these circumstances. No compensation was offered despite multiple emails trying to cliam the points etc.

As a result I only fly VA ex OOL now.
 

WLGFlyer

Member
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Jul 8, 2013
Messages
202
I would have rejected such a reacommodation outright.

@WLGFlyer , When are you flying?
This happend while waiting in the lounge. Only other option would have been spending the night in MEL so clearly the better option. Didn’t have to pay for bags but no food or drinks on the flight.
 

JohnK

Veteran Member
Joined
Mar 22, 2005
Messages
43,719
Sorry to hear.

You'll get original routing credit and you may get some compensation if you push but you won't get fare difference to what you could have paid when you booked flights.

Unless you needed to be there tonight I wouldn't have accepted the flight offered.
 

motef

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Flying regularly out of NTL this has happened to me a number times when a QF is cancelled and being transferred to JQ. Including when i have international connections in BNE

It is not satisfactory at all for a number of reasons.
- You cant select your seat on JQ without paying extra
- QF cant select your seat for you on JQ or select a preference as i have been told "QF have no access to JQ seat selection systems"
- There is no refund on fare difference between the QF and the JQ tickets
- There is no food or beverage included at all on JQ again as "QF cant select a ticket with that added on JQ systems"
- JQ cant check your luggage through for QF connections
- JQ cant check you in and provide boarding passes for QF connections
- The JQ luggage allowance shown on your boarding pass is always 20kg regardless of status although i have been advised that the "backend systems have the correct luggage allowance"
- QF considers bumping you to a JQ flight an acceptable option and therefore wont provide any compensation.

I once when this occurred asked QF to send me up to BNE on a late QF flight the night before my original cancelled flight and pay for accommodation in a hotel at BNE airport before my QF international connections but they stated that that is not possible as they can provide an "acceptable replacement", a 6am JQ flight.

It seems that QF and JQ have a inter company relationship that is beneficial for them but provides no benefit to customers.

If QF need to cancel it is very easy for them to bump you to JQ but the customer is left out of any of the benefits you get from choosing QF in the first place.

If a customer wanted to choose a LCC they would have booked them in the first place.

They really have you over a barrel in airports like NTL when there arent many other options
 

WLGFlyer

Member
Joined
Jul 8, 2013
Messages
202
Thanks all. I'll submit a request for ORC in a few days and see what happens. Will push hard for the DSCs to be credited as well.
 

JohnK

Veteran Member
Joined
Mar 22, 2005
Messages
43,719
Thanks all. I'll submit a request for ORC in a few days and see what happens. Will push hard for the DSCs to be credited as well.
Original Routing credit should also include the double SCs.
 

mannej

Senior Member
Joined
Mar 16, 2009
Messages
9,823
Does this fall into the realm of Bait and Switch considering that QF had advertised along the lines of on every QF flight, you will receive food entertainment etc?
 

serfty

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...
- QF considers bumping you to a JQ flight an acceptable option and therefore wont provide any compensation.

I once when this occurred asked QF to send me up to BNE on a late QF flight the night before my original cancelled flight and pay for accommodation in a hotel at BNE airport before my QF international connections but they stated that that is not possible as they can provide an "acceptable replacement", a 6am JQ flight.
...
They really have you over a barrel in airports like NTL when there arent many other options
Actually, while, indeed, they often "have you over a barrel", such rebooking on Jestar is not in compliance with Qantas' own Conditions of Carriage.

The definition of "Our" specifically excludes Jetstar Services, this is important later on:
Definitions said:
Qantas, we, us, our, ourselves
means Qantas Airways Limited (ABN 16 009 661 901) and Qantas' regional airlines operating in Australia under the QantasLink brand and trans Tasman flights (or such other flights from time to time) operated by Jetconnect Limited, unless otherwise specified. These Conditions of Carriage do not apply to Jetstar services.
Now, note the use of "our services" throughout the following (I have underlined them). By the above definition, "rebooking"/"offering a seat" on "our services" cannot both include Jetstar services and at the same time, comply with these Conditions of Carriage:
9. Schedules Late or Cancelled Flights said:
9.1 Schedule Changes and Cancellations by us
(a) Schedules Not Guaranteed

We will use our reasonable endeavours to operate in accordance with our published schedules. However, we do not guarantee the flight times and they do not form part of your contract of carriage with us.

(b) Flight Changes

Before we accept your booking, we or our Authorised Agent will tell you the scheduled departure time of your flight and it will be shown on your Ticket. We may need to change the scheduled departure time of your flight after your Ticket has been issued. If you give us or our Authorised Agent contact information, we or they will use our reasonable endeavours to let you know about any changes. In any event, prior to your flight you should check to ensure your flight times have not changed. You should check the flight departure and arrival information posted at the airport. Except as otherwise provided in the Convention or any applicable laws, we will not be liable to you for any losses that you may incur if you fail to do so.

(c) Significant Change

If, due to circumstances within our control, after you buy your Ticket we make a significant change to the scheduled departure time of your flight or the flight is cancelled, 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
  • if you choose to continue travel and the change or cancellation occurs on the day of scheduled travel, resulting in your delay at the departure airport, provide you with meal or refreshment vouchers (or reimburse you for the reasonable costs of meals or refreshments if we do not provide vouchers)
  • if your travel with us is delayed overnight and you have already commenced travel on your booking (ie you are at an 'away' port), use reasonable endeavours to assist you to find overnight accommodation or reimburse your reasonable accommodation costs if we have not provided accommodation.
(d) Discontinued Route

If we cease to operate on a route and as a result we cancel a flight for which you have purchased a Ticket, we will:

  • offer you a seat on the next available flight on our services for an alternative route to the same destination (if available) and where a connection was arranged by us, a seat on the next available connecting flight
  • alternatively, at your option, refund the applicable fare.
9.2 Late or Cancelled Flights (Events Beyond Our Control)
Where your flight is delayed or cancelled as a result of an Event Beyond our Control, whether you have checked in or not, we will:

  • use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you
  • alternatively, if we are unable to rebook you on services acceptable to you, we will refund the applicable fare.
We will not be responsible for paying any other costs or expenses you may incur as a result of the delay or cancellation, except as otherwise provided in these Conditions of Carriage or required by applicable laws.
 
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WLGFlyer

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Jul 8, 2013
Messages
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First silver lining, I received the points and SCs for flex Economy on the JQ flight under a QF flight number. Too bad the DSC promo required QF operated flights.
 

Mule

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May 11, 2016
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I’d be surprised if you didn’t also get the DSCs as well. Wait a while and see what happens. By the reading you have every right to them.
 

onemore

Member
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Jul 14, 2009
Messages
325
Hi there,

Apologies for sounding entitled and I know this is a first world problem but it’s been a long day.

So my QF flight to OOL via MEL was cancelled and I have been rebooked on the direct flight on JQ.

Now while I appreciate getting home, my 4A has turned into a middle seat and all the other pleasures of flying a budget airlIne.

What can I expect from QF here? I will apply for ORC (especially painfully since this was a DSC flight) but frankly I’m after a financial compensation. I could have booked the JQ flight myself at the time of booking and saved myself $$. Not looking to get rich but fare difference would be nice.

Any experience?

Thanks!
No apology needed. Jetstar sucks.
 

rsellens

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They tried to pull this on me several years back. I was booked in J on the Qantaslink 717 early morning flight MEL-HBA after an overnight flight from BKK. The 717 was still in HBA and unserviceable which is a not infrequent occurrence. I was called to the service desk and told without any consultation that I had been rebooked on JQ and the only available seat that was available was in the middle. I refused this immediately and said I would wait until the next flight a couple of hours later. This turned out not to be possible as it was the same aircraft. I the suggested that they transfer me to the VA flight which was due to leave shortly afterwards. No they could not do this a s their interline agreement only covered economy class passengers. Not to worry I said. "I WILL NOT STEP FOOT ON A JUNKSTAR PLANE. I will wait here in the lounge until you find me a suitable alternative". I went back to my seat in the lounge and shortly afterwards an attendant came to inform me that I was now miraculously booked in J on the next VA flight which I was told was not possible 15 minutes earlier. I was WP at the time. I don't know if this would have happened if I had been a lowly bronze.

In the end it still cost me as I was supposed to have a complimentary limo in waiting in HBA which I missed out on and it cost me $60 for a cab ride home. Unfortunately I did not know you could apply for original routing compensation at that time so missed the QF points for the flight although I was not too worried as I had enough to maintain WP status that year. I tied for VA points but apparently was not eligible.
 

rsellens

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This happend while waiting in the lounge. Only other option would have been spending the night in MEL so clearly the better option. Didn’t have to pay for bags but no food or drinks on the flight.
I would have demanded a night's accommodation in Melbourne.
 

onemore

Member
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Jul 14, 2009
Messages
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Does this fall into the realm of Bait and Switch considering that QF had advertised along the lines of on every QF flight, you will receive food entertainment etc?
That is where they beat us everytime with the words "QF flight, so as soon as you get downgraded to Jetstar they are in the clear.
 
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blackcat20

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First silver lining, I received the points and SCs for flex Economy on the JQ flight under a QF flight number. Too bad the DSC promo required QF operated flights.
From memory when this happened to us we got the JQ SQ and the QF SC....
 

MikeG

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Surely this is a breach of consumer law. It sounds like a bait and switch, plain and simple...
 
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