Qantas full flex, bumped to Virgin?

By ryanpst | Nov 17, 2017, 06:02 PM
AusBT fans

Just had the strangest flight occurrence in all my flying. Qantas cancelled my flight from cbr to syd. No phone call or sms - I turn up to get onto another qantas flight but I’m told that they decided to put me on Virgin.

As QF gold travelling on a full Flexi Y ticket booked and paid direct on the qantas website I thought I’d be less likely to be bumped and that a silver, bronze or even NO status would get moved first?

Should I pursue this for a refund or something? I didn’t get any lounge access obviously and had no status perks - I’m actually a bit peeved at the whole situation and the lack of communication whatsoever from QF.
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By jianga | Nov 17, 2017, 06:17 PM
Was that the last flight of the day? If so maybe they were trying to get you back rather than staying overnight?
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By ryanpst | Nov 17, 2017, 06:25 PM
No there was another 4 flights after mine. The weather wasn’t the best but there was plenty of flights.
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By Yaf | Nov 17, 2017, 07:18 PM
You have the right to refuse the offer and select the flight you prefer
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By ryanpst | Nov 17, 2017, 08:15 PM
Thanks Yaf - it definitely wasn’t an impression that I had a choice. I logged in to manage my bookings just as I joined the service queue and it had already been changed to the VA flight. May be worth asking next time
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By Kathbirk | Nov 17, 2017, 09:24 PM
I had an experience this week with Qantas cancelling flights from Melbourne to Hobart. I had purchased a flex economy flight from Perth to Hobart during a double points and double credit status offer period in order to get over the line and retain gold. I had a call from Qantas 90mins before the departure but couldn't answer it straight away. I returned the call but was told the queue (at 0630 Perth time) was 15 mins long. Despite requesting a call back it never eventuated. On check in I was told that Qantas had leased a Jetstar plane for the Melbourne Hobart leg and no they would give me a QF flight no. When I get back to Perth I'm going to ask for the status credits as if the flight had been flown by Qantas as I was relying on those to renew my gold. What do you think my chances are?
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By ryanpst | Nov 17, 2017, 10:13 PM
Good point Kathbirk - what happens to points and status credits? I’d hope that I still get them. I struggle to hang onto gold these days down from WP a couple of years ago.

And as for the call centre, I called for another booking change 2 weeks ago and the call back message said it would be in 8 minutes - about 45 minutes later my phone rang. I’d hate to have no status and be in that queue!

I really just wanted some communication so I could arrange alternatives or be given a choice. I was swamped with some last minute work I needed to do before I boarded and instead nearly 8 hours later no one from QF has been in contact and my Twitter DM has gone unanswered.

Disappointing customer service and not a normal experience I have become used to from QF. I probably won’t get the feedback survey email this time!


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By GBRGB | Nov 17, 2017, 10:14 PM
Even if they don't give you the status credits for your cancelled flight QF should at least acknowledge this and process your gold status for the following year.
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By Taxman42 | Nov 18, 2017, 11:12 AM
This used to happen a lot back in the TAA and Ansett ANA days, 60s and 70s. I turned up once for a flight from BNE to SYD to find out that I had been transferred to an Ansett flight. Wasn't too worried about points in those days, I dont think they had them. What annoyed me was the fact that when the catering trolley came around no meals were offered.When queried the response was sorry we didnt cater for the TAA customers. This happened a lot on weekends when the loads were low and an agreement between the airlines was reached as to not fly half empty aircraft on duplicate flights.
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By hutch | Nov 18, 2017, 04:26 PM
A couple of ways to look at this. Personally, I think it is a good thing that QF pro-actively made adjustments to get you to your destination. I am of course, assuming at roughly the same schedule as your original qantas flight. The only issue I really see if lack of lounge access. Did you try and get into they QF club and they turned you down? If so, I would be asking for some compensation, which would most likely come in the form of QF points.

But not sure what you'd get a refund for? You took the flight... They probably put you on Virgin, because you paid the higher fare and didn't want to leave you sitting around at the airport. I doubt they'd get much spare change moving you to virgin at short notice. Agree that they probably should have moved a lower ranking passenger.... but we are talking about a 40odd minute CBR to SYD sector.

@Kathbirk When I have had my schedule flights changed (re-routed through different ports), I have received the original routing points & credits (and in one case I remember, both the original routing and new routing credits.).
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By moa999 | Nov 19, 2017, 02:41 PM
Points and Status Credits - QF will generally give you Original Routing Credit if you call/ email.

You might also be able to double dip.

ryanpst, strange if there were other flights. But how long till those versus the VA flights - they might have bumped you to casue least disruption (becasue you were a status flyer)
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By ryanpst | Nov 20, 2017, 08:42 AM
Thanks hutch and moa,

I’m now in two minds. Firstly that they changed me without any contact at all. I would have been open to a change like this if they just asked.

Second that CBR to SYD is notoriously unreliable. You may have seen news articles about it a couple of weeks ago. Out of my 12+ return trips in the past year I’d say 50% I’m either on the flight I book or it is delayed or cancelled for some reason. CBR weather can be frustrating but usually QF either upgrade from Dash8 to a 737 if need be.

Disruptions happen. I don’t mind when they do and like to think I can be accomodating - but the lack consultation, either a phone call or sms or even the staff at check in (who really didn’t care once my ticket didn’t have a QF flight) on it just strike me as something that is not what I expect when I buy a fully flexible ticket and have some form of status.

Anyway as a follow up the QF Twitter team told me they can’t help and pointed me to a form that I’ve filled in. Will see what happens
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By mannej | Nov 20, 2017, 03:21 PM

With regards to the Status Credits and Miles, ask QFF for ORC (Original Routing Credit). You may be able to double dip claiming the VA flight on the appropriate Frequent flyer membership.

I am struggling to see why you'd be entitled to a refund.

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By ryanpst | Nov 20, 2017, 04:05 PM
Thanks mannej


I think the concensus is no refund, so I’ll pursue points and status.


Refund question was more that for the fully flexible ticket that I bought I really didn’t get any flexibility and the communication about it was nonexistent. Qantas may have ‘helped me out’ on a Friday arvo but their responsibility to get me home stopped when they put me on their competitor. To me that does not seem very flexible.

Last edited by ryanpst at Nov 20, 2017, 04.18 PM.
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By APACPete | Nov 22, 2017, 03:48 PM
I think that Qantas did you a favour putting you on the next available flight even if that was a competitor. There is a fair chance others that were on the cancelled flight (yes it does happen) were left hanging around for hours waiting for space on a Qantas flight.
Refund - I dont think so.
Points and Status - Yes worth sending an email with all your documentation and you should get these because as far as you are concerned you booked and paid for a Qantas flight.
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By peteshep | Nov 22, 2017, 04:38 PM
Qantas will always honour original booked routing for SC and points.

I had connecting flights on AA that were changed to flights that earned less, but they still credit the original booking class and routing.
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