Downgrade with Avios reward seats – Qatar

[JeffB]

In December 2022, I was fortunate to book two reward seats from Manchester to Bangkok (for November 2023) with Qatar airways. MAN/DOH in Business, and DOH/ BKK in First. (150000 Avios plus £738 taxes)
In July 2023, the DOH-BKK leg was downgraded due to aircraft change and whilst not the worst thing in the world, I was disappointed not to have access to the Al Safwa First lounge, especially given the long layover. I contacted Qatar CS who advised there were no other First class options and to raise the issue after completing the flights.
Accordingly, on our return from holiday early January, I raised a ‘complaint’ via their webpage simply repeating my disappointment along with copies of the various chat transcripts and this >
I believe, compensation/refund for the involuntary downgrade of cabin class is covered under UK261 and would be grateful if you could advise how and when I may receive this

Within 24 hours, I received the following response – and have not had any contact since. From the expertise on this forum, is the 14 day exclusion relevant, and given the use of Reward seats and the affected leg being from Doha (issued on a single ticket) do I have any recourse ?

Dear Mr. Bond,
We regret to learn of your report.
As per our records, the change to the cabin class occurred on 14 June 2023 (beyond 14 days of travel) therefore, EC261 is not applicable.

012/017 CS/QR 832 Z 29NOV 3 DOHBKK UN2 0805 1825/HK *1A/E*
017 AS/QR 832 U 29NOV 3 DOHBKK TK2 0805 1825/TK E*
017 RF-REACC QR Q-0001AA/NCE1A0955 CR-DOHQR0551 00000000
0000 NCE1A0955 14JUN0822Z
We have forwarded your email to our Privilege Club Department for their attention and review. A member of our Privilege Club Team will be in touch with you soon.
Alternatively, you may log on to your account, select “Contact Centre” from the menu and write to our Privilege Club using the Contact Us form or connect through Live Chat.
Or you can call our ‘Privilege Club Member Service Centre’ (link mentioned below).

https://www.qatarairways.com/en/Privilege-Club/contact-us.mobile.html

I would appreciate any advice or input. 1st world problem I know !

[NorthernLass]

14 days isn’t relevant to downgrades. However, if your DOH-BKK leg was on a separate booking from the MAN-DOH, (which is how I read it), you don’t have UK261 rights.
More experienced QR flyers might know if there’s any way to negotiate some sort of redress with them!

[JeffB]

NorthernLass wrote:

14 days isn’t relevant to downgrades. However, if your DOH-BKK leg was on a separate booking from the MAN-DOH, (which is how I read it), you don’t have UK261 rights.
More experienced QR flyers might know if there’s any way to negotiate some sort of redress with them!

Thanks – it was a single booking , single e ticket

[AJA]

@JeffB the downgrade reimbursement is for the sector that was downgraded. And is per passenger. It should be 75% of the fare + fees for the sector. The trouble is that may not be so easy to determine.

Unfortunately, also, while you are technically owed it since the flight was on a single PNR that originated in the UK the problem you have is convincing Qatar to pay out as the actual flight did not originate from the EU/UK and wasn’t operated by a UK/EU carrier.

If you want to pursue it you will have to go via CEDR or more likely MCOL. I think you are going to have to work out what you think you are owed and then see if it is worth pursuing.

[JDB]

@JeffB – lots of peculiarities on this one! The 14 days is actually a moot point in respect of downgrades and a fairly standard defence from BA who then sometimes capitulate but sometimes don’t. With BA you have the advantage of being able to go to CEDR but QR doesn’t offer ADR.

You are definitely covered under UK261 as a through ticket originating in the UK, but did you actually pay for F on the DOH-BKK sector or was it the quirk that books you into F for a J fare? That might complicate things and gives QR another basis to stonewall. Going to MCOL for this leaves one a bit exposed.

[JeffB]

JDB wrote:

@JeffB – lots of peculiarities on this one! The 14 days is actually a moot point in respect of downgrades and a fairly standard defence from BA who then sometimes capitulate but sometimes don’t. With BA you have the advantage of being able to go to CEDR but QR doesn’t offer ADR.

You are definitely covered under UK261 as a through ticket originating in the UK, but did you actually pay for F on the DOH-BKK sector or was it the quirk that books you into F for a J fare? That might complicate things and gives QR another basis to stonewall. Going to MCOL for this leaves one a bit exposed.

I did not really intend to pursue it as it does seem a bit messy – and yes, the Avios points were the same had I chose Business Class on the second leg.I wasn’t really out of pocket. Hoping for a few Avios credits as a gesture. Thanks .

[Aston100]

I was going to say that the cost of F was identical to J on this occasion, so unsure if you can even consider a 75% points refund.

[BJ]

We could debate the quirks in this one until the cows come home. Bottom line is you paid for J, you got J, equipment and seats are not guaranteed, you lucked out with F for a while but ultimately got what you paid for. QR will never budge on this, it’s a waste of your time trying to flog a dead horse and I think you would be right just to let it go.

Last week on our return from HKG our seats were moved four times from check in through departure including the disappointnent of being upgraded to F only to be downgraded again on board. I could make a song and dance about the experience but I’m not going to as it was simply operational and I believe the staff acted with good intent and properly under the circumstances.

[JeffB]

BJ wrote:

We could debate the quirks in this one until the cows come home. Bottom line is you paid for J, you got J, equipment and seats are not guaranteed, you lucked out with F for a while but ultimately got what you paid for. QR will never budge on this, it’s a waste of your time trying to flog a dead horse and I think you would be right just to let it go.

Last week on our return from HKG our seats were moved four times from check in through departure including the disappointnent of being upgraded to F only to be downgraded again on board. I could make a song and dance about the experience but I’m not going to as it was simply operational and I believe the staff acted with good intent and properly under the circumstances.

I had no intention of making a song and dance either – I came here just for to get other peoples experiences. I actually booked F but the quirk was it was the same avios points as J and technically, it was a downgrade as advised by Qatar CS 😉