Flight Booking on Qantas FF Points changed by JAL - what are my rights?

10 replies

kj1911

Qantas - Qantas Frequent Flyer

Member since 25 Oct 2016

Total posts 2

Hi, I booked 2 business class tickets from HEL to MEL via Tokyo (NAR) on QF points and the flights were confirmed, flying JAL. Subsequently JAL dropped the flight HEL to NAR, replacing it with HEL to to Tokyo (HAN) at just about the same time. Problem is that it's impossible to make the connection in NAR in 90 minutes when arriving in HAN. I was offered alternative flights from HAN to MEL via SYD, with a 10 hour waiting time in HAN, plus a couple of hours in Sydney. This extends the original flight duration from 21.5 hrs to more than 40 hrs! Also breaks my credit card travel insurance, because the total trip extends over more than the 30 day limit.

There is a solution: Finnair - also a Oneworld member - has a HEL to NAR flight at the same time as the original JAL one, which would allow the connection on JAL to MEL.

I have spoken to Qantas with not much success, they have spoken to JAL ("not very helpful ..") and escalated it to the Oneworld team. Still waiting ...

Question: In my view I have a contract with JAL, Qantas (??) to get me home in a reasonable manner. Can I push either to come good with a reasonable solution? If necessary cash some brownie points with their Finnair mates to get me on the alternative flight?

anonymous

Member since 24 Dec 2013

Total posts 105

It might be just me but think what they have offered is reasonable even if a little inconvenient.

John Phelan

Qantas - Qantas Frequent Flyer

Member since 28 Oct 2011

Total posts 221

If Finnair have no award seats available on the flight you want, I can't see you having any success. Have you checked to see if there are award seats available on that flight?

MRYJDrake

Air New Zealand - Airpoints

Member since 31 Oct 2016

Total posts 204

Originally Posted by anonymous

It might be just me but think what they have offered is reasonable even if a little inconvenient.

I'm with Anonymous on this one, their contract with you is to get you there, and because of the nature of travel, timelines are almost never guaranteed.


In this case, you may need to have a chat to your credit card insurer to see if they'll provide you an extension due to circumstances outside of your control, or you may just need to purchase separate travel insurance.


Yes, it's inconvenient, but it does seem JAL have offered you a reasonable resolution.

THR

Member since 20 Sep 2012

Total posts 20

Originally Posted by kj1911

Hi, I booked 2 business class tickets from HEL to MEL via Tokyo (NAR) on QF points and the flights were confirmed, flying JAL. Subsequently JAL dropped the flight HEL to NAR, replacing it with HEL to to Tokyo (HAN) at just about the same time. Problem is that it's impossible to make the connection in NAR in 90 minutes when arriving in HAN. I was offered alternative flights from HAN to MEL via SYD, with a 10 hour waiting time in HAN, plus a couple of hours in Sydney. This extends the original flight duration from 21.5 hrs to more than 40 hrs! Also breaks my credit card travel insurance, because the total trip extends over more than the 30 day limit.

There is a solution: Finnair - also a Oneworld member - has a HEL to NAR flight at the same time as the original JAL one, which would allow the connection on JAL to MEL.

I have spoken to Qantas with not much success, they have spoken to JAL ("not very helpful ..") and escalated it to the Oneworld team. Still waiting ...

Question: In my view I have a contract with JAL, Qantas (??) to get me home in a reasonable manner. Can I push either to come good with a reasonable solution? If necessary cash some brownie points with their Finnair mates to get me on the alternative flight?

Can I suggest that, if you're going to use airport codes, you use correct ones?

It's NRT - Narita, HND - Haneda; not HAN, or Hanoi.



Chris Chamberlin

Member since 24 Apr 2012

Total posts 1,114

As we're not an 'aviation' site, we encourage readers to avoid abbreviations and airport codes because not everybody understands them: and quite often, the airport codes people try to use are incorrect, which only adds to the confusion. Writing "Tokyo Haneda" or "Tokyo Narita" here would have been clearer. :)

THR

Member since 20 Sep 2012

Total posts 20

Originally Posted by Chris Chamberlin

As we're not an 'aviation' site, we encourage readers to avoid abbreviations and airport codes because not everybody understands them: and quite often, the airport codes people try to use are incorrect, which only adds to the confusion. Writing "Tokyo Haneda" or "Tokyo Narita" here would have been clearer. :)

Agree with you entirely there!

pkjames

Qantas - Qantas Frequent Flyer

Member since 21 Jan 2017

Total posts 43

Even paid tickets often face problems like this, especially when flight gets cancelled. Just get real

elchriss0

Virgin Australia - Velocity Rewards

Member since 13 Jan 2015

Total posts 80

Originally Posted by THR

Originally Posted by kj1911

Hi, I booked 2 business class tickets from HEL to MEL via Tokyo (NAR) on QF points and the flights were confirmed, flying JAL. Subsequently JAL dropped the flight HEL to NAR, replacing it with HEL to to Tokyo (HAN) at just about the same time. Problem is that it's impossible to make the connection in NAR in 90 minutes when arriving in HAN. I was offered alternative flights from HAN to MEL via SYD, with a 10 hour waiting time in HAN, plus a couple of hours in Sydney. This extends the original flight duration from 21.5 hrs to more than 40 hrs! Also breaks my credit card travel insurance, because the total trip extends over more than the 30 day limit.

There is a solution: Finnair - also a Oneworld member - has a HEL to NAR flight at the same time as the original JAL one, which would allow the connection on JAL to MEL.

I have spoken to Qantas with not much success, they have spoken to JAL ("not very helpful ..") and escalated it to the Oneworld team. Still waiting ...

Question: In my view I have a contract with JAL, Qantas (??) to get me home in a reasonable manner. Can I push either to come good with a reasonable solution? If necessary cash some brownie points with their Finnair mates to get me on the alternative flight?

Can I suggest that, if you're going to use airport codes, you use correct ones?

It's NRT - Narita, HND - Haneda; not HAN, or Hanoi.



LOL this was my thinking aswell...it's like when people use SA when talking about SQ.

Antipodean

Member since 14 Oct 2019

Total posts 9

Very annoying! My gut feeling is you will have no joy with QANTAS. If I was in that situation I would ask to go on the JAL plane a day earlier and have a bonus 24 hours in Tokyo (although that may not work with your other arrangements)

moa999

Qantas - Qantas Frequent Flyer

Member since 02 Jul 2011

Total posts 835

Qantas would only be able to move you to the Finnair flight if there is award availability there.

Alternately from March 2020 QF80 will operate Haneda (HND) to Melbourne (MEL) so they might be able to open up award seating on that, although it would still need a 10hr layover in Haneda Airport, but better than both Haneda and Sydney.

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