In a bid to enhance customer satisfaction and minimise disappointment during operational changes, Qantas is adjusting its timeline for approving Business Class upgrades on some domestic flights. The new logic will be trialled from 23rd October 2024, adjusting the acceptance period for Classic Upgrade Rewards, Bid Now Upgrades and Complimentary Platinum Upgrades across Qantas’ domestic narrowbody network. More specifically, the trial will apply to Qantas Boeing 737 jets, as well as QantasLink’s Airbus A220 and Embraer E190 regional birds.
Currently, Qantas starts approving domestic upgrades from 24 hours until departure, often leaving one Business Class seat open to accommodate potential operational changes. The upcoming trial will see the Red Roo process upgrades closer to departure, ensuring more Business Class seating remains available in the event of disruption. Although the specific timing for processing upgrades varies based on several factors, Flight Hacks understands that the target timeframe during the trial is much closer to departure.
Qantas has identified a need for adjustments due to downgrades of passengers from Business to Economy on their domestic narrowbody network. Issues such as aircraft swaps, along with delays and cancellations, often contribute to an oversell of the Business cabin. Some staff contracts requiring pilots and cabin crew to only fly Business Class when travelling to work also add to these complications. To address the challenges, Qantas is implementing proactive measures aimed at improving customer satisfaction.
While the Flying Kangaroo keeps its specific profiling policy for domestic upgrades a mystery, a Qantas spokesperson tells Flight Hacks that the airline updated its domestic downgrade policy in August, to ensure the process is fair for affected passengers.
“Customers who are rebooked from Business to Economy due to operational disruptions will be automatically refunded 75 per cent of their original fare or the points difference between cabins for redemption bookings.”
“In addition, customers downgraded within three days of departure will continue to benefit from their original entitlements to lounge access, status credits, frequent flyer points and baggage allowance from their original booking,” they add.
The exception to those benefits is for customers who haven’t booked directly with Qantas, who will need to contact their booking site or travel agent to receive the refund.
