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?
Member since 24 Dec 2013
Total posts 119
It might be just me but think what they have offered is reasonable even if a little inconvenient.
Member since 28 Oct 2011
Total posts 244
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?
Air New Zealand - Airpoints
Member since 31 Oct 2016
Total posts 204
Originally Posted by anonymous
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.
Member since 20 Sep 2012
Total posts 21
Originally Posted by kj1911
Member since 24 Apr 2012
Total posts 1,115
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. :)
Originally Posted by Chris Chamberlin
Member since 21 Jan 2017
Total posts 43
Even paid tickets often face problems like this, especially when flight gets cancelled. Just get real
Virgin Australia - Velocity Rewards
Member since 13 Jan 2015
Total posts 80
Originally Posted by THR
Member since 14 Oct 2019
Total posts 10
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)
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.
Hi Guest, join in the discussion on
Flight Booking on Qantas FF Points changed by JAL - what are my rights?
Already have an ET account? Log in below.
Signing up with Executive Traveller only takes a second and lets you
interact with our community. It's completely free and we'll never pass your information on to
Didn’t receive an activation email? Resend one to yourself here.
If you’ve forgotten your password, simply enter your email address
below, then click 'Submit'. We’ll send you an email to re-activate your account and enter a new password.
If you have not received the activation email, simply enter your email address below, then click 'Submit'. We’ll send you an email containing the activation link.
Subscribe to our free newsletter and get the latest news, reviews, tips and more sent straight to your inbox