Involuntary downgrade to economy.
#1
Original Poster
Join Date: May 2009
Posts: 143
Involuntary downgrade to economy.
Booked business on domestic flight. Since it was oversold, they chose us to downgrade to coach. Reason given was our ticket was on points whereas cash tickets have priority. Compensation was to refund our points but keep us on same flight in coach. It's a 4.5 flight syd to drw. Is that fair compensation?
#2
Join Date: May 2003
Programs: OW Emerald
Posts: 1,452
Booked business on domestic flight. Since it was oversold, they chose us to downgrade to coach. Reason given was our ticket was on points whereas cash tickets have priority. Compensation was to refund our points but keep us on same flight in coach. It's a 4.5 flight syd to drw. Is that fair compensation?
#3
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,586
A refund of the points spent for the flight seems more than fair - giving a free flight seems quite generous
If the refund was a refund of points between cost of eonomy and cost of business class, then it has met its obligations
If the refund was a refund of points between cost of eonomy and cost of business class, then it has met its obligations
#4
Moderator: Asiana & Qantas Frequent Flyer
Join Date: Dec 2006
Location: STR/SYD/SMF
Programs: QF Lifetime SG, LH HON, OZ Lifetime Diamond +, HH Diamond, Marriott Lifetime Platinum
Posts: 14,372
I disagree. The obligation was for QF to get the OP from DRW to SYD in J. Failing to fulfill this obligation should lead to compensation. If the difference in points was refunded then the OP would have received no compensation at all. The currency used for this ticket is irrelevant. Appropriate compensations could have been a J class flight the next day (with QF paying for accomodation), the cash difference between the business and economy booking classes, vouchers etc. etc.
#6
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,586
I disagree. The obligation was for QF to get the OP from DRW to SYD in J. Failing to fulfill this obligation should lead to compensation. If the difference in points was refunded then the OP would have received no compensation at all. The currency used for this ticket is irrelevant. Appropriate compensations could have been a J class flight the next day (with QF paying for accomodation), the cash difference between the business and economy booking classes, vouchers etc. etc.
If the airline refunded the difference , it met its obligations as far as any required compensation. If this was in Europe, where there are regulations covering specific compensation, then the airline would have been required to reimburse 50% for a flight of that distance - which is what the passenger got in this case
If the passenger chose not to travel, the passenger would have been entitled to a full refund , but once agreed to travel in economy class , then all that it is required to do is refund the difference
All sotts of things could have been offeered, but none is required. If the person didn't want to fly in economy but would rather rebook, then that might well have been offered. I doubt that hotel would be offered since it wasn't required, just desired
Whether Qantas would agree to offer compensation above the minimum requirements would be between the airline and customer relations
If however, as suggested by the OP, that he received a full refund, then I can't see that there is much to complain about - he got a free flight
#7
Join Date: Sep 2001
Location: UK. BAEC AAdvantage
Programs: Mucci Des Oeufs Brouilles et des Canards
Posts: 3,671
Interesting that you were told you were selected because you were travelling on points. Does Qantas have a policy of valuing those travelling on points less than those paying cash? The reason I ask is because a couple of weeks ago I redeemed via BA a couple of J seats BNE to MEL. We had 2A and 2C, yet when the meal service came round we were the last to be served. The crew did make a point of saying after serving 2D/F that she'd serve us in a moment and would we like our drinks topped up in the mean time before going to serve row 3. There was one less meal option when she got back to us. It was no biggie, but I felt as if I was travelling as staff, which I've done as friend of mine works at QF, but it's been 2+ years since I used that benefit. Perhaps everyone else was status, but it did make me feel singled out because we were traveling on an award ticket. I guess reading the OPs tale, we should have been glad the flight wasn't overbooked completely.
#9
Join Date: Sep 2001
Location: UK. BAEC AAdvantage
Programs: Mucci Des Oeufs Brouilles et des Canards
Posts: 3,671
But as I said, it wouldn't surprise me that everyone else in the J cabin did have status with QF as it's a small cabin of only 12 seats.
#12
FlyerTalk Evangelist
Join Date: Apr 2002
Location: SYD
Programs: QF WP/LTG | UA P
Posts: 13,530
Wow - thinking of the 707s that used to do the Kangaroo route - no different to the 737s now (in terms of cabin width). I'd love to know how much knee room there was in those beasts. When I was on those planes, knee room was absolutely no issue.
#13
Join Date: Jan 2001
Programs: QF Bronze
Posts: 264
Interesting that you were told you were selected because you were travelling on points. Does Qantas have a policy of valuing those travelling on points less than those paying cash? The reason I ask is because a couple of weeks ago I redeemed via BA a couple of J seats BNE to MEL. We had 2A and 2C, yet when the meal service came round we were the last to be served. The crew did make a point of saying after serving 2D/F that she'd serve us in a moment and would we like our drinks topped up in the mean time before going to serve row 3. There was one less meal option when she got back to us. It was no biggie, but I felt as if I was travelling as staff, which I've done as friend of mine works at QF, but it's been 2+ years since I used that benefit. Perhaps everyone else was status, but it did make me feel singled out because we were traveling on an award ticket. I guess reading the OPs tale, we should have been glad the flight wasn't overbooked completely.
#14
Join Date: Sep 2001
Location: UK. BAEC AAdvantage
Programs: Mucci Des Oeufs Brouilles et des Canards
Posts: 3,671
That’s happened to me on a SYDBNE I upgraded on points. I used to be QF staff and we were ignored on this particular flight by the old CSM who would have started at TN as I saw her start date on her ID. Or maybe she started at QF longhaul and now does short haul. She just chatted with the pair across the aisle and we were on descent before we got lunch. Poor service. I just use my points now on other airlines now. Won’t fly QF.