Who is responsible for my non-refundable hotel if the only flight is cancelled by Qantas

[Lynda2475]

Can QF put you on a flight to ADL, so you can then book a ferry transfer and still use your night?

 

[MEL_Traveller]

Qantas canceled my flight booking QF2142 29 Apr 2023 Adelaide to Kangaroo Island, after that there is no flight from Adelaide to Kangaroo Island on that day, Qantas offer full refund but I have booked a non refundable rate with Mercure Hotel Kangaroo Island.
This is the first time I have experienced this kind of thing can anyone tell me how can I get a non refundable hotel compensation.
I’ve tried to contact hotel they said No,
I’ve tried to claim travel insurance but have to pay access fee which is higher that hotel rate.
I’ve tried to contact Qantas via Messager but no useful response and have submitted a complaint form online still waiting for response now.
Thanks in advance for your help.

I would give the consumer affairs office in your state a call. It’s free and they’ll give you any rights you have.

The next thing to establish is the reason for the cancellation. Was it within the airline’s control, or something outside their control?

if inside their control, to Qantas, attaching your hotel booking, and ask them for reimbursement.

You could also write to the Airline Consumer Advocate, as well as media.

If outside their control see what advice the consumer affairs line has.

 

[SeatBackForward]

Interesting fine print on page 28 of the policy you linked to. This policy would have been a waste of money for OP.

View attachment 318256

Gees what kind of junk insurance policy is this?

 

[kangarooflyer88]

Airlines won't help. Airline is responsible to get you from A to B sometimes via Z. Nothing else that's extra like parking, hotels, phone calls.

Not entirely true. It really depends on the itinerary in question. Certainly if this trip was say Vancouver,Canada to Kangaroo Island, it would be covered by the Montreal Convention which provides up to $7000 in compensation for things like hotels. Similarly if the flight originated in the EU irrespective of final destination, a claim could be made under EU261 which provides up to 600 Euros in compensation for such failings. That being said, you are right in the sense that in countries with zero consumer protection laws like Australia, for domestic travel the airline owes you nothing and your best bet would be to see if the credit card you used to book the travel provides some travel insurance coverage.

-RooFlyer88

 

[MEL_Traveller]

Not entirely true. It really depends on the itinerary in question. Certainly if this trip was say Vancouver,Canada to Kangaroo Island, it would be covered by the Montreal Convention which provides up to $7000 in compensation for things like hotels. Similarly if the flight originated in the EU irrespective of final destination, a claim could be made under EU261 which provides up to 600 Euros in compensation for such failings. That being said, you are right in the sense that in countries with zero consumer protection laws like Australia, for domestic travel the airline owes you nothing and your best bet would be to see if the credit card you used to book the travel provides some travel insurance coverage.

-RooFlyer88

If you were away from home and the Kangaroo Island flight was cancelled, QF would usually put you up in a hotel and pay for meals and transfers if you elect to take the flight the day after. Same with JQ if they cancel a flight and your travel is next day.

 

[kangarooflyer88]

If you were away from home and the Kangaroo Island flight was cancelled, QF would usually put you up in a hotel and pay for meals and transfers if you elect to take the flight the day after. Same with JQ if they cancel a flight and your travel is next day.

Potentially, but the law is silent on what the airlines owe you in that regard. Also, they wouldn't reimburse you for the lost night at the hotel you paid for, nor for any lost time at work if your flight got cancelled and you were forced to stay an extra night somewhere

 

[MEL_Traveller]

Potentially, but the law is silent on what the airlines owe you in that regard. Also, they wouldn't reimburse you for the lost night at the hotel you paid for, nor for any lost time at work if your flight got cancelled and you were forced to stay an extra night somewhere

I think it’s in the contract (conditions of carriage). So should be straightforward.

i’d still pursue the avenues outlined above.

 

[oz_mark]

Not entirely true. It really depends on the itinerary in question. Certainly if this trip was say Vancouver,Canada to Kangaroo Island, it would be covered by the Montreal Convention which provides up to $7000 in compensation for things like hotels. Similarly if the flight originated in the EU irrespective of final destination, a claim could be made under EU261 which provides up to 600 Euros in compensation for such failings. That being said, you are right in the sense that in countries with zero consumer protection laws like Australia, for domestic travel the airline owes you nothing and your best bet would be to see if the credit card you used to book the travel provides some travel insurance coverage.

-RooFlyer88

Australia doesn't have zero consumer protection laws. Just ask the companies that have to provide warranty repairs and replacements. The fact that it doesn't have one that you want may or may not be a gap in the laws, but it is a stretch to say there are zero laws here.

 

[Princess Fiona]

Not entirely true. It really depends on the itinerary in question. Certainly if this trip was say Vancouver,Canada to Kangaroo Island, it would be covered by the Montreal Convention which provides up to $7000 in compensation for things like hotels. Similarly if the flight originated in the EU irrespective of final destination, a claim could be made under EU261 which provides up to 600 Euros in compensation for such failings. That being said, you are right in the sense that in countries with zero consumer protection laws like Australia, for domestic travel the airline owes you nothing and your best bet would be to see if the credit card you used to book the travel provides some travel insurance coverage.

-RooFlyer88

Incorrect in regard to EU261

No compensation would be payable as the flight has been cancelled more than 14 days prior to departure.

 

[BAM1748]

Err, the person who booked non refundable.

 

[Seat0B]

Some credit cards can have insurance: check the details.

This is very good advice. I only ever think of my cc when I travel internationally, but all of mine (Amex, ANZ Visa, Westpac MC) offer free domestic travel insurance (usually if you used the card to pay for costs such as airfares and accommodation). Definitely check that out.

 

[Hvr]

It seems that this the one circumstance where booking the hotel through Qantas may be worthwhile.

Qantas would twist themselves into knots trying to avoid refunding the hotel because they cancelled the flight.

 

[SeatBackForward]

It seems that this the one circumstance where booking the hotel through Qantas may be worthwhile.

Qantas would twist themselves into knots trying to avoid refunding the hotel because they cancelled the flight

I doubt Qantas is sophisticated enough to tie hotel bookings with flight details.

Post automatically merged: Mar 6, 2023

This is very good advice. I only ever think of my cc when I travel internationally, but all of mine (Amex, ANZ Visa, Westpac MC) offer free domestic travel insurance (usually if you used the card to pay for costs such as airfares and accommodation). Definitely check that out.

With CC insurance, always read the fine print, they are often not as exhaustive as off-the-shelf travel insurance is.

 

[Lynda2475]

It seems that this the one circumstance where booking the hotel through Qantas may be worthwhile.

During Covid I had a non-refundable hotel booked through QF Hotels refunded in full because QF cancelled the flight.

Also wouldn't say this is the only benefit. If i have status/perks with a hotel program I will book directly (assuming price is lower), but when the better accommodation in a city is on sale at QF hotels and is not part of one of my reward programs, then the benefit in booking via QF hotels is also extra points and sometimes bonus inclusions.

 

[kangarooflyer88]

I think it’s in the contract (conditions of carriage). So should be straightforward.

i’d still pursue the avenues outlined above.

Correct and QF and JQ are doing this strictly out of the goodness of their hearts. There is no legislation that requires them to provide this.

Australia doesn't have zero consumer protection laws. Just ask the companies that have to provide warranty repairs and replacements. The fact that it doesn't have one that you want may or may not be a gap in the laws, but it is a stretch to say there are zero laws here.

Maybe in other areas consumer law is better but I would challenge anyone on this forum to point to a single law that requires airlines to lift a finger for passengers or provide any duty of care. So far as I can tell there aren’t any and is something AustralIa can learn from Europe, Canada and to a lesser extent the US

 

[MEL_Traveller]

Correct and QF and JQ are doing this strictly out of the goodness of their hearts. There is no legislation that requires them to provide this.

Maybe in other areas consumer law is better but I would challenge anyone on this forum to point to a single law that requires airlines to lift a finger for passengers or provide any duty of care. So far as I can tell there aren’t any and is something AustralIa can learn from Europe, Canada and to a lesser extent the US

Contract law. QF and JQ have policies which form part of our contract with them. This includes meals or refreshments for ‘short’ delays and accommodation, meals, and transfers for overnight delays.

The Airline Consumer Advocate is there to assist at first instance.

 

[kangarooflyer88]

You are ultimately responsible, you booked a non-refundable rate.

Good luck!

Der that’s the point of making reservations. If you don’t reserve a flight or a hotel room you won’t have it when you travel. Could OP have booked a refundable rate? Absolutely! But they are committed to taking the trip so refundability is a moot point. He made the hotel booking in reliance of regional airline Qantas operating the flight he had booked.

Now in terms of practical things they could do, I would say at a minimum QF should be able to get them to ADL and back no problem and perhaps even cover the ground transfer to/from Kangaroo Island. I don’t think that is an unreasonable request in the slightest considering the circumstances. Certainly they have spent far more reimbursing domestic passengers when they are stranded at their destination for days without a bag.

-RooFlyer88

 

[SeatBackForward]

Think of it this way - the airline doesn't know or care what you do after the get you to your destination. Much like a hotel doesn't know how you plan on getting there.

 

[Mrsfefe]

Welcome to AFF @xueliusyd



Does travel insurance cover domestic travel?




And getting from Adelaide (the proposed departure point) to the ferry point, and back?

The bus

 

[Daver6]

Is there an earlier flight that day you could go on? Or even go a day earlier?