The definitive thread on Qantas IT gripes

[TeaKozy]

I had an equally fun time flying from MEL-LAS on Sunday. At 2340 (I happened to be awake) received a text that my MEL-SYD flight had been cancelled and they were trying to find a flight. Given my upgrade had cleared on SYD-LAX I called up seeing if I could snag a flight on the 0600 service. This happened to be full, but they rebooked me on 0600 Virgin service. Check and the Virgin flight is reflected in my booking. Minor annoyance, but guessing thunderstorms in Sydney left them short a few frames.

Then at 0400 I find out my Virgin flight has been cancelled, and they’ve rebooked me on the 0700 service.

Then Qantas sends me a text at 0600 saying they’ve rebooked me on the QF 0800 service. Yet no sign of this in the app.

Then I get to the airport and try and check in for the Virgin service only to be told it wasn’t ticketed. Fortunately the staff at the international desk managed to action this and I did make the connecting flight, but I like to consider myself well versed in this and it was a total nightmare. God help someone less familiar…

 

[drron]

QFF are excelling themselves today. Up here private and Catholic schools are now on holiday and obviously some are trying work experience with QF IT now.
First I logged into my account to check on my life time QP membership expiry date to find according to QF I must have already expired as absolutely no mention of my LTQP anywhere. I am down though as a Bronze member with a few points and 0 SCs. Glad they didn't wipe my points when I expired.

But a second reason was to change my old phone number which disappeared when I destroyed my old phone. Now when you log in to your account you can get the code sent to your email account. But when you want to change your phone number you can only have the code sent to your old number. WTF. You do have the alternative of ringing their 13 number. As if I'm going to spend hours waiting for an answer. What sort of IT worker thought this one up. The Catch 22 of all times.

So I have emailed 3 different emails i have found for QFF. i did get a reply fom the frequent flyer email address today but it was a survey..

Hi R L,

Your opinions and experiences are vital to the ongoing improvement of the Qantas Frequent Flyer program.

As a valued customer who recently interacted with us either online or with our service team your feedback via this short survey will be invaluable. We will use your responses, along with your member profile to further understand and enhance your experience.

For more information on how we use your feedback, please see the T&Cs and Privacy Policy here.

Please take a couple of moments to share your feedback.

I think you can guess what sort of answer they got.

​

 

[RooFlyer]

So, after I've changed my e-mail address, how long do you think they'll keep sending e-mails to the old address?

Do you think info on bookings made under the old address will keep being e-mailed to that old address?

 

[tdimdad]

This is actually a piece of praise. QF has slightly updated the visual look of their booking page and one thing that I like a lot is how much clearer the presentation of the cancellation options is. The grouping of items works nicely. For some reason, this seems to apply for domestic bookings only, and the int'l bookings still use the old layout.

 

[encryptededdy]

This is actually a piece of praise. QF has slightly updated the visual look of their booking page and one thing that I like a lot is how much clearer the presentation of the cancellation options is. The grouping of items works nicely. For some reason, this seems to apply for domestic bookings only, and the int'l bookings still use the old layout.

Oh that's much clearer, especially around flight credits

 

[dylarr]

This is actually a piece of praise.

It looks nicer but immediately I miss seeing the aircraft type at a glance, and still no fare class code being displayed

 

[bussyboy]

Aircraft type should be a filter in my opinion! This makes booking even more time consuming - the hovertips don't seem to function either!

 

[NoName]

This may or may not be an IT gripe depending on the answer I get.

Does anyone know whether the website will allow me to be logged in to two different sessions at once (on different devices) and make an award booking on each at the same time? Looking at potentially booking PAX on the same flight, different cabins on a route where the award seats could very well be snapped up within a minute or two of release. So ideally would like to be able to make both bookings simultaneously.

 

[encryptededdy]

This may or may not be an IT gripe depending on the answer I get.

Does anyone know whether the website will allow me to be logged in to two different sessions at once (on different devices) and make an award booking on each at the same time? Looking at potentially booking PAX on the same flight, different cabins on a route where the award seats could very well be snapped up within a minute or two of release. So ideally would like to be able to make both bookings simultaneously.

Use a different browser or incognito mode for the second user.

 

[encryptededdy]

The total at the bottom is just... wrong (I have some other bookings as well). I think what's happening is it's only counting the QF coded flights.

 

[Ade]

<QF IT Gripe>
Yesterday, 14/12 - tried booking on a domestic CR seat using the QF App. The "Book" section of the app did not work. Click on Flights, nothing happens. Tried a few mins, gave up.

Went to the Chrome browser on my iPhone, opened QF website, logged in, did a booking - search, select, go to payment page, enter card details - then see the dreaded error page with a note on the bottom that the payment is not completed yet (for what ever reason) and I need to call the QF CC number to complete the booking. However, a PNR is generated and is displayed underneath the message.

</QF IT Gripe>

<QF General Gripe>

So call the 13 12 11 number, connected immediately (WP here), explained what I need to do. Definitely MNL or NAN or CPT CC, did not get what I wanted. Had to explain again, apologises, says now I understand blah blah. GAve the PNR, quoted the $ amount for taxes, I gave the card details, payment done, $ deducted from AMEX. Was advised will get e-tkt within 30 or so mins. I got busy with my day, did not follow up to see if I had received the e-tkt.

Tried checking in last night for the flight (0600 departure today 15/12), says "can't check you in. there is some issue. head to the airport". Show up this morning at the airport, tried to use the kiosk to do a check-in, again, same error "see staff". Lined up, first up to be served, staff looks at booking, asks for ID, ID shown, types away and says "Oh, Mr. Ade, did you make any changes to this booking" I replied negative. Says she needs to call Reservations. Calls someone, gives PNR and the Reservation person says "the itinerary is not ticketed yet". So looks like the NAN/MNL/CPT agent did not ticket my itinerary. He just charged me and did not push the ticket to be ticketed blah blah. Had to wait for 20 or so mins at check-in for the staff to figure out and send me on my way!

</QF General Gripe>

 

[Mattg]

This one isn't a big problem, just slightly amusing.

Booking a SYD-HND-SYD ticket. This is how the QF website displays the taxes breakdown on a PE Classic Reward:



Apparently the QF carrier charge is $495 and the third-party fees & taxes are -$126.

 

[MELso]

Flying Alaska from SNA-SEA in January. There was a schedule change a couple of months ago (and then a slight adjustment a few days after that) which I accepted through the automated system. Went to check all was good with the booking tonight but saw an error message on the AS MMB: "We're unable to verify your reservation. Please contact your travel coordinator for more information."

Speaking to AS, it seems that Qantas' automated schedule change system has managed to create three etickets on my AS PNR in January meaning I won't be able to check in until QF sorts it out (the opposite problem of what used to occur). So the usual 20+ minute wait on hold awaits. Sigh...

 

[SYD]

Flying Alaska from SNA-SEA in January. There was a schedule change a couple of months ago (and then a slight adjustment a few days after that) which I accepted through the automated system. Went to check all was good with the booking tonight but saw an error message on the AS MMB: "We're unable to verify your reservation. Please contact your travel coordinator for more information."

Speaking to AS, it seems that Qantas' automated schedule change system has managed to create three etickets on my AS PNR in January meaning I won't be able to check in until QF sorts it out (the opposite problem of what used to occur). So the usual 20+ minute wait on hold awaits. Sigh...

I had something similar a few months ago. Revenue J booking YUL-ORD-LAX-SYD, all QF code, all AA metal. Many months out, AA had a schedule change / cancelled(?) / aircraft change on the ORD-LAX sector that meant no F/J cabin. The fare difference was probably going to be $1.55 if we accepted the alternative option with a whY only sector, so we opted for YUL-DFW-SYD. Which I did online and it was reticketed immediately and I’m sure at the time, online all looked fine in both QF and AA systems.

A week or so prior to actual travel, I noticed that the original YUL-ORD sector departing 4 hrs earlier than the new YUL-DFW flight reappeared in the AA app (replete with original seat selection!). A few days out I rang AA and they said speak to QF. Spoke to QF and they agreed that the old placeholder was there but we were only ticketed on the new flight.

Either way, OLCI didn’t work…

I assumed that when the original booking was made, the corresponding AA booking ref had that first flight as an anchor and was updated with new flights but retained V1.0 info.

All fine checking in at the airport - except we arrived super early (concerned by the evil dead sector) and there’s no trans border lounge….

 

[MELso]

...Spoke to QF and they agreed that the old placeholder was there but we were only ticketed on the new flight.

Either way, OLCI didn’t work…

All fine checking in at the airport - except we arrived super early (concerned by the evil dead sector) and there’s no trans border lounge….

Yeah - eventually someone at AS said it was all okay, but that OLCI won't work. So yes, getting to the airport with plenty of time will be in order.

 

[DejaBrew]

Apologies If someone already posted this somewhere else…

Qantas says UI trial, not algorithm, behind seat price variations

After video of discrepancies between app and website surfaces.

www.itnews.com.au

The video referenced by the article can be seen here -:

Is Qantas up to dirty tricks? Is this criminal? I just tried to book a one… | Mark Bennett | 217 comments

Is Qantas up to dirty tricks? Is this criminal? I just tried to book a one way economy class flight from Perth to Melbourne through the Qantas app on my phone. The cheapest flight it offered was $2,574! It turns out it is a business class seat because there is no availability in economy. So i...

www.linkedin.com

 

[SYD]

Apologies If someone already posted this somewhere else…

Qantas says UI trial, not algorithm, behind seat price variations

After video of discrepancies between app and website surfaces.

www.itnews.com.au

The video referenced by the article can be seen here -:

Is Qantas up to dirty tricks? Is this criminal? I just tried to book a one… | Mark Bennett | 217 comments

Is Qantas up to dirty tricks? Is this criminal? I just tried to book a one way economy class flight from Perth to Melbourne through the Qantas app on my phone. The cheapest flight it offered was $2,574! It turns out it is a business class seat because there is no availability in economy. So i...

www.linkedin.com

There was a post on EF - someone trying to book J AYR-SYD but only seeing CR seats - which was actually better value.

In the video link, the guy acknowledged that there was a QF IT snafu. Certainly not good rolling out cough software.

 

[Captain Halliday]

Just playing around with the “where can I go” tool.

I’d never really considered a classic flight reward to either Moranbah or Emerald, but their beaches look pretty good.

 

[drron]

Having driven through both I must have missed the turn off to their beach.

 

[tdimdad]

Having driven through both I must have missed the turn off to their beach.

In Moranbah, it's right before the bucket. Next time... ;-)