QF Upgrade Request system broken

[kevrosmith]

Apparently the QF Upgrade Request system is broken.

I tried to submit an upgrade request on an existing Flex (M fare) booking, and it indicated that it wasn't eligible. When I rang the call centre, they indicated that the system has been taken down as they discovered that requests were being accepted, but not correctly processed. They have taken it offline to give the error for now until they can work out how to fix it, though no ETA was available.

So it means you have to ring up to submit upgrade requests at the moment.

 

[RooFlyer]

Is this for domestic? If so, that error ... where the request was put in and not acted on has been around off and on for ... years? ... and reported to QF a number of times by myself, at least.

 

[kevrosmith]

Is this for domestic? If so, that error ... where the request was put in and not acted on has been around off and on for ... years? ... and reported to QF a number of times by myself, at least.

Yes, domestic. The call centre agent gave me the impression that this only occurred in the last few days, so they have taken the system out of action for the time being. Perhaps I mistakenly assumed that the agent knew what they were talking about :shock:

 

[Steady]

I had to call last Friday morning (4th) for the same reason, and was given the same explanation

 

[Princess Fiona]

Apparently the QF Upgrade Request system is broken.

I tried to submit an upgrade request on an existing Flex (M fare) booking, and it indicated that it wasn't eligible. When I rang the call centre, they indicated that the system has been taken down as they discovered that requests were being accepted, but not correctly processed. They have taken it offline to give the error for now until they can work out how to fix it, though no ETA was available.

So it means you have to ring up to submit upgrade requests at the moment.

I think this might be Dom and Int.
Post on FT today indicating not able to request J-F upgrade trans Pac.

 

[CaviAck]

Been going on for a week, tried last week to upgrade my CNS-SYD flight and it wouldn't let me

 

[Mr_Orange]

I got a message last week thay my BNE-SYD was ineligible which is wrong. I was going to call up but havn't got around to it.

 

[Brettmcg]

One would assume it won't affect existing upgrade requests?

I have a -1 pts request pending for mid next year

 

[RichardMEL]

my big thought is around the idea that why have QF been tinkering with the system in the first place?

What "enhancement" is around the corner that they let the work experience kids work on?

change in upgrade request windows? change in points required(ie: more)? change in fare types eligible for upgrade? change in points required for more detailed breakdowns of fare types? systemwide upgrades for P1? (I'll take that enhancement ).

this is what has me worried... it's broken for a reason - and it's probably not a good one if they've been tinkering for a reason.

 

[Mr_Orange]

my big thought is around the idea that why have QF been tinkering with the system in the first place?

What "enhancement" is around the corner that they let the work experience kids work on?

change in upgrade request windows? change in points required(ie: more)? change in fare types eligible for upgrade? change in points required for more detailed breakdowns of fare types? systemwide upgrades for P1? (I'll take that enhancement ).

this is what has me worried... it's broken for a reason - and it's probably not a good one if they've been tinkering for a reason.

Domestically, it has been 'broken' for years whereby certain requests get lost in the ether despite there being availability in the 'U' fare bucket.

Possibly a tad early for the conspiracy theories.

 

[RichardMEL]

Domestically, it has been 'broken' for years whereby certain requests get lost in the ether despite there being availability in the 'U' fare bucket.

Possibly a tad early for the conspiracy theories.

maybe so.

very very happy if no change is coming

I work in IT though. the usual reasons to touch systems that (more or less) work are to make changes.. that's where my mind was going.

but they do seem to have got the loyalty bonus/SC thing correct

well unless the change is to "fix" it ASAP of course

 

[roncritch]

Is this also affecting platinum requesting release of J seats?

I put in for the release of 2 classic J seats SIN-PER when only 2 I available. In the past couple of days notice that there is now 4 I class left. (No U obviously)

The request is now shown in my bookings, showing U requested.

This raises a couple of questions:

I do not have a confirmed booking on the flight so does the system look for upgrades only?

If seats are released for upgrades closer to the flight....do classic award have priority over upgrades?

Am I better off booking classic X seats and asking for upgrades? ( about 15K extra in points if successful but about $200 cheaper in taxes)


Expert opinions gratefully received

 

[kpc]

One would assume it won't affect existing upgrade requests?

I have a -1 pts request pending for mid next year

I would be keen to know as well as I have 2 upgrade requests for J---> F for Lhr-Syd and Dfw--> Syd next year.

 

[Damien00]

I made a booking for international travel back on the 18th Oct and submitted an upgrade request the same day.

After seeing this thread I rang QF today (my flight is next week) and was told that the request was in place for the flight. Now fingers (and everything else) crossed it comes through.

Hopefully this timeline helps answer doubts for others in a similar situation...

 

[opusman]

Yes I had this happen last week and had to call, luckily the premium line was answered quickly and the nice lady confirmed the upgrades for me on the spot

 

[njba]

Yes I had this happen last week and had to call, luckily the premium line was answered quickly and the nice lady confirmed the upgrades for me on the spot

Interesting. How long before the flight was it?

 

[JohnPhelan]

Is this also affecting platinum requesting release of J seats?

I put in for the release of 2 classic J seats SIN-PER when only 2 I available. In the past couple of days notice that there is now 4 I class left. (No U obviously)

The request is now shown in my bookings, showing U requested.

This raises a couple of questions:

I do not have a confirmed booking on the flight so does the system look for upgrades only?

If seats are released for upgrades closer to the flight....do classic award have priority over upgrades?

Am I better off booking classic X seats and asking for upgrades? ( about 15K extra in points if successful but about $200 cheaper in taxes)


Expert opinions gratefully received

I'm confused by this - you can request J seats be released, but this won't show in your bookings until it happens. Or are you saying you've been waitlisted and this is showing?

OR you can put in an upgrade request once you have a confirmed booking in a lower class.

Which is it? If it's showing in your bookings, then you are in fact booked on the flight in a lower class. If you're requested an upgrade, then it will be dealt with (as a Platinum) in the week leading up to the flight (and often only 24 hours prior).

 

[roncritch]

Thanks for your reply John.

I have never seen this before as well. I requested 2 J seats to be released as a classic reward. No points have been deducted and I have not requested a X seat.


Singapore to Perth

Departs​

23:40

Arrives​

05:00+1

Duration:​

5h 20min
expanded

QF78 Singapore to Perth

Departs​

23:40 (Fri)

Arrives​

05:00 (Sat)

Duration:​

5h 20minQF78 Singapore to PerthDeparture Terminal1Arrival Terminal1Check in closes90 minutes
before departureAirport GuidesSee GuideThis will open a new tab or window in your browser.StatusRequestedTravel ClassBusinessThis will open a new tab or window in your browser. (U)Meal-Flying onBoeing 737-800 (Winglets)


QF9094 Off Line Point to Off Line Point

Departs​

09:00 (Sat)

Arrives​

12:00 (Sat)

Duration:​

3h 00minQF9094 Off Line Point to Off Line PointDeparture TerminalArrival TerminalCheck in closes90 minutes
before departureAirport GuidesSee GuideThis will open a new tab or window in your browser.StatusConfirmedTravel ClassEconomyThis will open a new tab or window in your browser. (Y)Meal-Flying onBoeing 747SR


This also appears and I can only think it is a way of taking the request offline if it is unsuccessful.

 

[Mr_Orange]

Domestically, at least, this now appears to be fixed.

 

[opusman]

Interesting. How long before the flight was it?

About a week or so.