What's going to happen?

[Daniel]

Here's a story about inconsistency and misinformation. I'll keep it short:

I had a FF return flight booked Melbourne -> Sydney -> Perth
and the return leg was Perth -> Brisbane (I live in Brisbane).

I missed the flight from Melbourne. Still had to get to Perth that day, so I paid for a one-way ticket (ouch!) and got there on another airline.

I called the FF service center once in Perth to confirm my return flight was still there and valid, but got 3 different stories on three seperate calls:

1) There is a 5000 pt cost to "reinstate" your return flight. If you don't, your return flight booking will 'disappear' from the booking system sometime before you fly out. Vague on details as to when though: "Could be tomorrow, could be the day you fly".

2) There is a 5000 pt cost to "reinstate" your return flight + 5000 pts penalty for missing the first flight (10,000 pts)

3) You don't need to do anything. You can just go and get the flight and "it should be ok". This guy checked with two of his supervisors and they said I didn't need to pay any points or do anything else, the flight was safe.

I spoke to #3 last, of course, and haven't ended up doing anything, since he assured me it was all ok. #1 and #2 are actually more in line with what the "no show" conditions say, but I'd like to believe #3 :?

I'm in Perth now and wondering if I can get that return flight in a few days time..

In the opinion of the experience FFs here, What's really going to happen?

 

[browski]

and the return leg was Perth -> Brisbane (I live in Brisbane).

This line is the crucial part. If the flight was considered a return ticket then you will have to rebook the "return" leg. If they were booked as 2 separarate one-way tickets, then you are golden.

ps. of course I could be completely wrong......

 

[Daniel]

Thanks Browski,

It was all done as one booking (ie. I have one reference number for both the flight over to Perth, and the return)..

 

[QF WP]

Here's a story about inconsistency and misinformation. I'll keep it short:

I had a FF return flight booked Melbourne -> Sydney -> Perth
and the return leg was Perth -> Brisbane (I live in Brisbane).

I missed the flight from Melbourne. Still had to get to Perth that day, so I paid for a one-way ticket (ouch!) and got there on another airline.

You need to be aware of the following clause in the T&C's:

13.3.9 Any failure to board the first or any subsequent booked Segment of an Award Flight Itinerary will result in the cancellation of any remaining Segments. Reinstatement of those Segments is subject to the availability of Award Flight seats, payment of the Reinstatement Fee (see the Fee Schedule) and recalculation of the number of Points required for the entire itinerary from the point of origin. The point of origin will default to the first port where travel actually commenced and any additional Points required will be debited from the Member's account. Note that Award Flights on Jetstar Airways or Jetstar Asia operated flights cannot be reinstated under any circumstances, and will be forfeited if you fail to board.

So which, if any, gave you the correct information:

I called the FF service center once in Perth to confirm my return flight was still there and valid, but got 3 different stories on three seperate calls:

1) There is a 5000 pt cost to "reinstate" your return flight. If you don't, your return flight booking will 'disappear' from the booking system sometime before you fly out. Vague on details as to when though: "Could be tomorrow, could be the day you fly".

2) There is a 5000 pt cost to "reinstate" your return flight + 5000 pts penalty for missing the first flight (10,000 pts)

3) You don't need to do anything. You can just go and get the flight and "it should be ok". This guy checked with two of his supervisors and they said I didn't need to pay any points or do anything else, the flight was safe.

I spoke to #3 last, of course, and haven't ended up doing anything, since he assured me it was all ok. #1 and #2 are actually more in line with what the "no show" conditions say, but I'd like to believe #3

Looking back at the relevant clause:

Any failure to board the first or any subsequent booked Segment of an Award Flight Itinerary will result in the cancellation of any remaining Segments.

So because you missed MEL/SYD (the first sector), then they should have cancelled all your subsequent flights in the itinerary.

Reinstatement of those Segments is subject to the availability of Award Flight seats, payment of the Reinstatement Fee (see the Fee Schedule) and recalculation of the number of Points required for the entire itinerary from the point of origin. The point of origin will default to the first port where travel actually commenced and any additional Points required will be debited from the Member's account.

The Fee Schedule says:

Reinstatement Fee: 5,000 Points per passenger

My understanding of the re-calculations is that the point of origin defaults to PER...but I'm not sure what happens now. There must be availability of Award seats if you want to fly back PER/ BNE. I'm not sure what happens to your points though..too hard to work that one out late at night.

Sounds like number 1 gave you the correct advice. I don't think any of them gave you the absolute correct advice.

What is unthinkable is that the Supervisors that were involved didn't know their stuff.

I'm in Perth now and wondering if I can get that return flight in a few days time..

I'd be getting back in touch with the QF Reservations and outlining your understanding of this clause and get them to re-organise the return flight.

 

[NM]

This line is the crucial part. If the flight was considered a return ticket then you will have to rebook the "return" leg. If they were booked as 2 separarate one-way tickets, then you are golden.

Which is why, under the new rules after May 25th, it is advisable to book all award flights as one-way flights on seperate tickets. The cost in points and taxes/charges etc is the same, but you are protected from the "cancellation if miss a flight" clause.

The only downside I can see is if you need to change both outbound and inbound flights you will be charged and change/cancellation fee multiple times.

 

[Daniel]

Hi everyone.

Thought I'd post a followup to let you know that I went to the airport, and got on the flight. No problems. So, in the end I didn't pay any FF point penalty for missing the flight. Admittedly my own fault to start with.

Anyway, it's good to see they can still be flexible. This is definately in the don't-try-this-at-home category though I think..

 

[NM]

Daniel,

Good to hear it worked out in the end. I had this in mind when making an award booking last night for Mrs NM and Mini-NM numbers 2 and 4. In the end, we were looking for business class seats, but the only return available in bunsiness class were red-eye flights (not good with a 1 year old). So ended up booking 2 business class seats outbound and 3 economy seats for the return, so it had to be two separate one-way bookings. At least being two separate bookings we are protected form any such problems, just wear a risk of multiple cancellation/change fees if we need to change.