Should airlines let you change flights for free if they swap to a different aircraft type?

[Mattg]

I've seen a lot of posts like these over the years:

J

Thread 'Equipment change on PER-MEL'

Yesterday at 11:55 AM

I know this happens a lot, but my (JNB-)PER-MEL segment in late Sept has disappointingly been changed from A330 to 737.

I've tried calling a couple of times to get it moved to an alternative flight on a 330, however, no luck so far (they want to charge a change fee + fare diff).

One agent did comment that she checked, and it's because of the Middle East issues they've swapped a lot of them out, and they may well swap them back. Either way, I'd still like to move, don't want to chance it on a "maybe".

Anyone think it's worth persisting? Any approaches I can lean on?

Thanks!

• Josh
• Replies: 3
• Forum: Qantas | Frequent Flyer

Basically, someone books a flight expecting a particular aircraft type, then the airline swaps it out for an "inferior" one. The airline then refuses to let the passenger change their flight to remain on their preferred aircraft type, without charging the usual change fees.

Should airlines let passengers change to another flight on the originally booked aircraft type for free, if one is available?

FWIW I once booked an Asiana Boeing 767 flight on a domestic route within South Korea. They changed the plane to an A321. I specifically wanted to fly on the 767, so called Asiana and they happily moved me to a later 767 flight at no cost.

 

[Daver6]

I think it's reasonable for them to allow you to change if the difference is material in terms of the seat. Eg, QF A330 J verse 737 J. Probably not if you're in Y as the seat is pretty much the same.

</2 cents>

 

[AIRwin]

FWIW I once booked an Asiana Boeing 767 flight on a domestic route within South Korea. They changed the plane to an A321. I specifically wanted to fly on the 767, so called Asiana and they happily moved me to a later 767 flight at no cost.

How long after booking or in advance of departure?

 

[Forg]

Their terms of service are pretty-much “we will get you there in what we call the same product-class as what you bought” …. but then they spend lots of money on newer aircraft before the airframe is officially worn-out, internal refurbs, celebrity chefs, outfitting showers in certain aircraft, and a fair bit of etcetera-etcetera-etcetera/KingOfSiam.

So what you’re buying is an onboard shower & a feast prepared by Gordon Ramsay at your seat while he screams abuse at you & your own 3-bed 2-bath 3-toilet suite … and yet what you’re agreeing to is that you’ll pay for all that but if Something happens and they shove you the luggage-compartment of a Cessna 172 (with a First Class sticker on the outside of course) then that’s cool.

I guess the question is whether the cost (and there would have to be a calculable cost) of providing the ability for all passengers to choose the same aircraft type is an extra cost that passengers would be willing to pay for fares?
I think I would in some circumstances, but not in others … there are times I choose Jetstar & cost is more important than the chance of not getting there on time, there are other times I - well now I think about it, I did also choose Jetstar once because 787.

I suspect to answer this “should they” question I’d probably want those numbers/costs laid-out in front of me.

I booked a CX flight around February (I think) for now, the cheapest flights on the days I wanted weren’t the ones AFF told me had their new fitout (“Aria suites”?) for the leg HKG-SYD and I went for those. About 3wks later the HKG-SYD flight was canned and I had to choose a replacement, their system let me choose an Aria suite (?) flight for no extra cost. But that was still 2-3 months prior to flying …

 

[jase05]

Not sure if they still do it as have never needed it but QR did let you swap for free if your flight on a QSuite equipped aircraft gets subbed out

 

[RooFlyer]

Not sure if they still do it as have never needed it but QR did let you swap for free if your flight on a QSuite equipped aircraft gets subbed out

Still do.

 

[equus]

So what you’re buying is an onboard shower & a feast prepared by Gordon Ramsay at your seat while he screams abuse at you & your own 3-bed 2-bath 3-toilet suite … and yet what you’re agreeing to is that you’ll pay for all that but if Something happens and they shove you the luggage-compartment of a Cessna 172 (with a First Class sticker on the outside of course) then that’s cool.

If it is done in Australia, then it will depend on how far you want to push and test the boundaries of deceptive and misleading conduct under Australian Consumer law. The more advertising they engage in, the less wriggle room they have to substitue clearly inferior product. As the provisions are strict liability, and rely on whether or not a consumer is likely to be mislead, the Conditions of Carriage that you supposedly agreed to that "anything that gets you there is all they have to do" probably wouldn't stand up to a serious challenge. It would just take someone with deep enough pockets to take them on (but you would imagine they would be highly likely to settle with a nice little non-disclosure condition).

 

[oz_mark]

What's it say in the "Bundle of Rights?"

 

[Forg]

If it is done in Australia, then it will depend on how far you want to push and test the boundaries of deceptive and misleading conduct under Australian Consumer law. The more advertising they engage in, the less wriggle room they have to substitue clearly inferior product. As the provisions are strict liability, and rely on whether or not a consumer is likely to be mislead, the Conditions of Carriage that you supposedly agreed to that "anything that gets you there is all they have to do" probably wouldn't stand up to a serious challenge. It would just take someone with deep enough pockets to take them on (but you would imagine they would be highly likely to settle with a nice little non-disclosure condition).

Do they actually advertise, in a way you could use in any sort of legal action?
It seems to all be done by alerting high-profile reviewers etc, I guess I’m not looking in the right places but the last time I recall seeing ads for the sort of thing we’re talking about it was Kidman’s ads for The Residence … don’t think I even saw actual ads back when Qantas was first spruiking Neil Perry doing the menus.

What's it say in the "Bundle of Rights?"

Don’t we all exist solely at the behest & whim of the king, rather than having anything such as “rights”?

 

[clifford]

Personally, I'd just suck it up, unless it was completely outrageous.

However, on a recent booking with TK from IST to AMS, the originally scheduled A330 was subbed for a 359 with much nicer config, so I didn't bother to complain.

 

[clifford]

Don’t we all exist solely at the behest & whim of the king, rather than having anything such as “rights”?

Methinks thou dost besmirch the monarch.

 

[HMcM]

Should airlines let you change flight if they substantively change the experience you will have? Absolutely.
Will they? Often not.

For Y I don't think it matters but imho the difference between for example QANTAS F & J is less than QANTAS wide-body J vs narrow-body J. So if you would be compensated or allowed to change if there was a change of equipment that no longer had F then I think the same should be done when getting rid of a lay flat bed.

 

[JackMiles]

Yes, airlines should, is my response/vote. To state the obvious, the difference can be huge.

 

[SYD]

The other angle is should you be entitled to some sort of refund / compensation if you can’t change and fly the flight booked?

QF doesn’t differentiate between 737 and wide body when it comes to transcon flights - which is a bit coughty and I’m sure others do the same.

I had an experience a couple of years ago now with CX. Never bothered asking but it was also pretty coughty getting subbed a lie flat biz seat for regional recliner on a red-eye…

Thread 'CX J significant equipment downgrade - compensation?'

Jun 19, 2023

Recently flew CX J CGK-HKG-LHR (and will be returning MAD-HKG-DPS). At the time of booking, all sectors were lie flat seats but a few weeks out CX798 (CGK-HKG) was subbed for what I assume was an ex Cathay Dragon 777 with “Regional“ business seats. Those are shell seats with about the same recline as a domestic QF/VA 737 seat. Even though it’s a relatively short flight flight, it was pretty coughpy for the red eye midnight departure out CGK.

What are the chances of getting some sort of compensation? (I suspect the answer is “Two chances”…). I’m not thinking to go as far as that couple who...

• SYD
• Replies: 7
• Forum: Cathay Pacific | Cathay

 

[AuSammy]

Disagree with the thread title.

Change of plane type don’t really care.

But substantial change of product hell yeah.

i.e. Asian carriers swap international fit-out for regional fit-out or QF swap a bed for a recliner.

 

[sudoer]

@AustraliaPoochie to the soapbox, it's your time to shine!!!

 

[JackMiles]

Disagree with the thread title.

Change of plane type don’t really care.

But substantial change of product hell yeah.

i.e. Asian carriers swap international fit-out for regional fit-out or QF swap a bed for a recliner.

I used to be pedantic. Now people enjoy my company.

 

[elanshin]

Not sure if they still do it as have never needed it but QR did let you swap for free if your flight on a QSuite equipped aircraft gets subbed out

They did it only after it got a lot of negative press on YouTube. Used to be they didn't care.


Overall imo if there's a significant change in product then ideally yes if a reasonable substitute exists.

 

[Brissy1]

Emirates had to compensate (NZ)

Expectation v reality: Emirates sued over business class seat

Been seduced by images of an aircraft cabin with spacious seats that didn't match up to reality? When that happened to one couple, they decided to get even.

www.smh.com.au

 

[Forg]

I used to be pedantic. Now people enjoy my company.

Is that because you stopped all that walking?