Bumped on Qantas Flight

wl au on 28/08/2015 - 17:56

Please excuse me if this is a silly question, as we are not experienced travellers. Qantas has bumped us from a flight on Christmas day 2015 (with no explanations) and transferred us to a later flight which delays our arrival and thus we need to amend a hotel booking. Qantas has refused to amend our booking made with Qantas Hotel without charge and is not willing to reimburse the points used to make the hotel booking. Has anyone had any success with complaining to the Airline Consumer Advocate in such circumstances described above. It seems Qantas has the power to change customer's flights as they please.

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Comments

  • Davros on 28/08/2015 - 18:03
    +1

    ………….

    • nocure on 28/08/2015 - 18:13
      +1

      Second thoughts?

  • [Deactivated] on 28/08/2015 - 18:28
    +4

    If Qantas do not offer any free flight alternatives, and they also do not reimburse your points for the flights alone, then that is akin to theft. They would have to do either, not both and not neither. Qantas is under no obligation to refund your points if they transfer your booking though.

    If Qantas 'took' everyone's points like this there would be anarchy.

    Qantas is, however, not responsible for any of your other plans such as hotels, booked tours, etc. That's where travel insurance comes in, I'm afraid.

    • [Deactivated] on 28/08/2015 - 18:55

      No worries @wlee au, happy to help :)

      This is an excerpt from the QFF Terms and Conditions:

      • 14.9.3

      If a Classic Flight Reward is cancelled by the airline and reasonable alternative travel cannot be arranged, Qantas Loyalty will waive the Cancellation Refund Fee on any Classic Flight Reward submitted for refund and will re-credit the applicable number of Points.

      The key phrase is "reasonable alternative travel". This isn't defined by Qantas, however -/+ 24 hours would be a reasonable assumption I'd think.

      https://www.qantas.com.au/fflyer/dyn/program/terms#jump12

    • Gotchas on 28/08/2015 - 20:09

      You didn't happen to book with a credit card that had travel insurance included?

  • Peck on 28/08/2015 - 19:33

    Just curious as follows:-Were the flight bookings paid bookings or rewards bookings? What is the time difference, both departure and arrival? Is the flight that you were bumped from still scheduled, or was there a schedule change?

  • Cheeper on 29/08/2015 - 01:14
    +1

    Pretty rude of Qantas seeing that you have booked this far in advance.
    Regardless of their "contitions" I would be chasing up some advice from your state consumer authority on it.

  • Peck on 29/08/2015 - 14:03
    +1

    Bloody Hell. It is hard enough to get a 'somewhere near suitable' award booking. And now Qantas thinks that they can bump confirmed award bookings!! Yet another nail in the coffin of their Loyalty scheme!!

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