Star Class Domestic Y tag-on segment

[docjames]

Do the economy tag-on segments book into a SC/points earn category?

If yes/no, how can I tell (prior to booking)?

I have tried search as i'm sure someone asked a few months ago, but i cant find the thread in the google search (which I hate FWIW - I can never find the thread I'm looking for!)

 

[1022]

This is a timely question because I just discovered some MAJOR inconsistencies. Last night I booked SYD-BKK in Starclass (Promo fare) via MEL, meaning domestic tags on either side of the International flight to BKK (JQ29/30).

According to the left hand side of the listed flight options on the booking engine SYD-MEL on JQ is an economy fare (type not specified) - as one would expect seeing as it operates from T2 on a 1 class A320. On the other hand, the return tag MEL-SYD is booked on JQ37 which is an A330 operating from the Int'l terminal. The booking engine says Star Class Fare available.

BUT here are the inconsistencies:

1) When I came to select seats on the MEL-SYD tag, the whY cabin map of an A330 showed up. I figured I may as well just pick some seats near the front of the Y cabin and sort out getting into Star Class a bit later (not doing this trip until October).

2) At the confirmation page after paying the 4 legs were displayed, and all said star class (despite the SYD-MEL domestic flight obviously not being in starclass!).

3) the seat allocation page let me pick exit rows and/or up front seats on the domestic tags at no additional cost, suggesting jet-flex fare conditions. (i.e. I can put up with a couple of 1 hour flights in JQ safe in the knowledge I've pre-allocated decent seats and should be on a fare eligible for SCs and miles.

4) HOWEVER: When the itinerary landed in my in-box it said both domestic tags are jet-saver fares, suggesting no SCs or miles. :evil:

I'm yet to pluck up the energy and patience required to ring their call centre to see if anyone can offer a straight answer on the Miles and SCs and make sure I sit in the Star class cabin on the MEL-SYD leg. As an aside, I'm curious also to see if I'd get offered QC lounge access in SYD T2 for the outbound tag. (Boyf is QFF SG, so that's kind of moot anyway, but still an interesting question...)

So, sorry, no answers to your question...just more questions.

 

[serfty]

...

So, sorry, no answers to your question...just more questions.

This problem has been noticed before.

It is not good.:-|

JetStar StarClass Status Credit - FlyerTalk Forums

 

[docjames]

Doesn't sound good, booking tells you one thing, itinerary arrives saying another.

Sadly, can't say I'm surprised :-(

 

[1022]

An update after 20 frustrating minutes on the phone:

Attempt 1: Select the menu option for Qantas FF enquiries: Get a recorded message saying Star Class and Jet Flex earn miles and SCs, then get hung up on.

Attempt 2: Pick the booking enquiry menu option. Speak to a hassled sounding guy who at least tried to be helpful.

His first response: You'll be on a "little plane" for the domestic flights, so no *class.
Me: I understand that's the case SYD-MEL, but MEL-SYD is ex int'l terminal on an A330.
Him: Hold please sir (I was to hear this a lot...). But sir you ARE in star class.
Me: Why then does my itinerary say Jet Saver?
Him: Hold please sir. Our records say you ARE in Star class, in fact you have very good seats, 24 A and B. I'll re-send your itinerary.
Me: Umm...good seats for whY maybe, but rows 1-6 would be better ;-)
Him: Hold please sir. Oh I see that Star class is fully booked on this leg, so you were allocated very good whY seats in the most expensive fare category

And on it went.

I thanked him for being as helpful as he could, and asked to speak to his boss.

The supervisor was less helpful, and more argumentative, talking over me at times. He also tried to tell me that the *cabin on JQ37 SYD-MEL was full. (It's not, a dummy MEL-DPS booking on that flight reveals only 2 seats allocated so far). Back and forth dialogue went nowhere until he stumbled on the idea of saying that my star class promo fare isn't quite star class and all those empty seats are for proper star class pax. (Of course the website doesn't give the option to book a non-promo fare if there's a promotion on).

I gave up on the seating - I'll take the argument to customer service in a letter. I then asked him if I'll earn miles and SCs for the SYD-MEL and MEL-SYD tags. After being on hold for a few more minutes he said yes - but didn't sound 100% sure about it. Again, it had clearly reached the point where he wasn't able to help any more. I thanked him and said I'll take it up with customer service.

Not holding my breath on a useful answer from them either, but this flight is still 6 months away, so I've got plenty of time to just chip away and see if anyone at JQ gives a stuff about their (supposedly) premium pax in Star class.

 

[Alanslegal]

At a very last resort, take the flights and if it's not what you received compared to what is booked, then do a credit card charge back Also keep relevant doc's and screen shots etc to back up your claim.

 

[docjames]

Not holding my breath on a useful answer from them either, but this flight is still 6 months away, so I've got plenty of time to just chip away and see if anyone at JQ gives a stuff about their (supposedly) premium pax in Star class.

I suspect your conclusion at the end of 6 months, will be, "No".

 

[dk4]

The problem seems to be that - during a Star Class Sale (delineated by a "Promo Fare" banner over the price), all domestic connection segments (on aircraft equipped with Business Class) book into Economy. (This is always stated in the sale rules, fine print. i.e. only the physical International segment will book into Star Class.)

However, during the booking process the term "Star Class Available" appears next to these segments, leading the average punter to presume that this means that they will be seated in Star Class, when they will not (as per the Promo Fare rules).

I think that the problem arises, because the booking engine is configured to always "display" the term "Star Class Available" next to all relevant segments, regardless of whether the fare being booked is a Promo Fare or not.

 

[1022]

The problem seems to be that - during a Star Class Sale (delineated by a "Promo Fare" banner over the price), all domestic connection segments (on aircraft equipped with Business Class) book into Economy. (This is always stated in the sale rules, fine print. i.e. only the physical International segment will book into Star Class.)

However, during the booking process the term "Star Class Available" appears next to these segments, leading the average punter to presume that this means that they will be seated in Star Class, when they will not (as per the Promo Fare rules).

This definitely is the problem: On face value the average punter (and indeed, even this slightly more canny AFF member and aviation nut ) is led to believe - not unreasonably - that they'll be sitting in Star Class when the booking form says "StarClass Available" on some tag flights and not others, so picks a connecting flight based on that info.

The link to the T&Cs on the booking page is broken, so I couldn't easily find any info about specific conditions for *Promo fares. Similarly, call centre staff didn't at any stage refer to any relevant details in the T&Cs, they simply bluffed their way through the call. I'll see what customer care come back with. If it's unambiguously stated in the fine print that *promo fares = economy domestic JetSaver tags, I'll willingly wave the white flag. But I still maintain that there are serious inconsistencies that JQ seriously need to sort out - such as difference between website booking engine & confirmation page versus itinerary, as well as in terms of what their call centre staff say on the phone.

 

[Keith009]

When I booked StarClass for MEL-SYD-DPS-MEL I had MEL-SYD in QF J sold as a JQ codeshare and credited to QFF as Business Class. The itinerary also stated "StarClass" for the MEL-SYD sector. This was a StarClass promo fare.

 

[dk4]

When I booked StarClass for MEL-SYD-DPS-MEL I had MEL-SYD in QF J sold as a JQ codeshare and credited to QFF as Business Class. The itinerary also stated "StarClass" for the MEL-SYD sector. This was a StarClass promo fare.

How long ago? (Was it before the promo-fine print was added saying that seats book into Economy? I first noticed this "issue" and the fine print earlier this year, when looking at JQ A330 tag-ons.)

How much was the oneway Promo Fare MEL-DPS?

(Noting that QF is selling oneway J MEL-SYD for $595 today )

 

[Keith009]

How long ago? (Was it before the promo-fine print was added saying that seats book into Economy? I first noticed this "issue" and the fine print earlier this year, when looking at JQ A330 tag-ons.)

How much was the oneway Promo Fare MEL-DPS?

(Noting that QF is selling oneway J MEL-SYD for $595 today )

Booking was made in August 2010. We flew in March. Didn't pay too much attention to the fine print re domestic sectors, except gleaning from reports on here we expected to be bumped down to whY if J was full.

We flew for approximately $1000 per pax return so a one way fare should've been about 50% of that price.

 

[1022]

When I booked StarClass for MEL-SYD-DPS-MEL I had MEL-SYD in QF J sold as a JQ codeshare and credited to QFF as Business Class. The itinerary also stated "StarClass" for the MEL-SYD sector. This was a StarClass promo fare.

Highly annoying that domestic sectors could be anything from proper J on QF down to JQ JetSaver fares - peering through the curtain into what may well be a fairly empty *class cabin. All the while without upfront clarity on the website, or straightforward answers from call centre staff. :evil:

 

[TheInsider]

JQ flight numbers on DOM flight, you fly Y and get points/SC's as Y.
JQ flight numbers on a codeshare QF flight, booked into D class, and travel J QF DOM.

 

[Keith009]

JQ flight numbers on DOM flight, you fly Y and get points/SC's as Y.
JQ flight numbers on a codeshare QF flight, booked into D class, and travel J QF DOM.

Does that mean that even if it's a domestic JQ-operated sector with a StarClass cabin, you're still seated in whY and earn the corresponding QFF points/SCs? That's bizarre... The codeshares it is!

 

[serfty]

Does that mean that even if it's a domestic JQ-operated sector with a StarClass cabin ...

No, some of the domestic sectors sell StarClass - especially those betwixt MEL and SYD (and vv.).

 

[docjames]

Sheesh, the total lack of transparency really is bordering on deceptive behavior by JQ. Again, not overly surprised sadly.

 

[1022]

Sheesh, the total lack of transparency really is bordering on deceptive behavior by JQ. Again, not overly surprised sadly.

Agreed!!

An update: It's roughly 3 weeks since I sent off a pleasant but directly worded letter summarising my confusion about the website indicating a MEL-SYD tag as having Starclass available, but being allocated Y seats on an A330, and being given ambiguous and unhelpful responses by the call centre. ("but your ticket says star class sir...and you've got very good economy class seats....")

Yesterday two emails from Jetstar arrived in my inbox. Both contained $100 vouchers (i.e. 1 each for me and the other half). They came with ABSOLUTELY NO explanation, no phone call, no apology and no answer to the questions I raised in my email. I hardly consider that a resolution of my complaint about the complete lack of clarity on the booking conditions in relation to domestic legs on Starclass fares between int'l terminals on A330 equipment.

Am I being overly sensitive about the whole thing?? It's not so much about being seated in Y for a MEL-SYD hop, but rather the absolute inability or unwillingness of anyone at JQ to provide a straight answer or point me to a relevant clause in the T & Cs.

 

[dk4]

They have also updated their website, it no longer says Star Class available in these scenarios. (It now states Economy, for A330 domestic tag-ons with Promo Star Class fares.)

 

[finalapproach]

Jetstar customer call centre is clueless and misleading

I had a similar experience when booking a Starclass fare Brisbane to Denpasar via Melbourne and returning via Sydney. Mine was not a promo fare.

Before I booked I phoned and asked whether the fare would earn Status Credits for the domestic legs and at what level, I was told (after the support staff repeatedly placed me on hold and consulted a supervisor) that both domestic legs would indeed earn business class status credits.

Returning from the trip I noted that zero points/status showed for the first leg.

JetStar really needs to improve their call centre as they are totally clueless about their product. My advice is don’t bother even calling the call centre, it’s a waste of time!