It’s the notification you don’t want to see. After planning the perfect trip and securing reward seats, you receive the dreaded email: ‘Important update to your flight departing on…’
In my case, I booked Oman Air Business Class from Istanbul to Kuala Lumpur via Muscat with Qantas Points. Unfortunately, the airline cancelled one of the flights, leaving us in limbo without an alternative. Oman Air also didn’t have any reward availability left that we could change to.
But with a bit of perseverance, I was able to get a resolution that worked for us. Here’s how.
Qantas American Express Ultimate
Your initial choices: rebook or refund?
When a Qantas partner airline cancels or changes your reward flight substantially, and it doesn’t work for you, then you have two main choices initially:
- Cancel the booking for a full refund – cancel fees waived.
- Change to another date with reward seat availability – change fees waived, but you pay the fare difference.
These are the two options that the Qantas contact centre teams can action for you without much fuss. Assuming that cancelling the flight isn’t an option, your first step should be to research alternative reward flights on the desired dates.
If you find flights that work, great! Call Qantas to make the switch. You won’t be charged a change fee, but you will be up for any difference in points, fees and taxes.
But what about if there are no suitable reward seat options that day?
A third choice: email the Qantas Escalations team
In my case, the only alternative flights were with Emirates via Dubai. But while the points were the same (90,000 pts per person), the fees and taxes would cost us £545 more per person. That was an astounding A$2,280 more to pay for two people! Of course, I wasn’t prepared to fork out that much if I could avoid it.
Instead, I sent an email to the Qantas Reward Ticketing Escalations team: [email protected]. I asked that they request Oman Air to rebook us on flights for the following day, clearly indicating the flight numbers and times that would work.
Six hours later, I received a reply stating that they would look into it for me.
Although I didn’t hear back from the team directly, I received updated e-tickets in my email three days later. Qantas was able to rebook me to my new requested dates. There was also no fare difference to pay.
Summing up
If Qantas cancels or changes your QF-operated flight, the process is more straightforward. They can usually open up availability on their own flights to accommodate you. It’s a different story with partner airlines.
You don’t have to accept a refund if a Qantas partner airline changes or cancels your flights. If possible, look for alternative reward seats to change to, as that’s the easiest way to resolve the booking.
But if there is no availability or the seats you’ve found don’t suit, don’t give up just yet. Ask Qantas to assist you in finding alternatives, or send a request to the Reward Ticketing Escalations email stating your case.
If the partner operating carrier is at fault, they will be more open to accommodating you, even if there are no reward seats left. Each airline within the oneworld alliance has a ‘oneworld liaison’ who can help with more complex ticket requests, such as seat releases to accommodate a cancelled flight.
Read more on Australian Frequent Flyer: Qantas Fixes Ongoing Reward Flight Ticketing Failures
Frequently Asked Questions
If your Qantas partner airline cancels or significantly changes your reward flight and travel is not imminent, you typically have two main options: Cancel for a full refund or change to another date with fees waived (fare difference may apply).
Yes, you can switch to another partner airline if there’s availability, but be aware that while the Qantas Points required might remain the same, fees and taxes could be higher. It’s worth checking alternate reward flights before calling Qantas.
If no acceptable reward seats are available, don’t give up. You can email the Qantas Reward Ticketing Escalations team at [email protected]. Clearly state your case, including preferred flight numbers and times. Qantas may be able to negotiate with the partner airline to rebook you, even if reward seat inventory is unavailable.
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