Perth Duty Free parcel locker schemozzle

[Kremmen]

Perth duty free is pretty good value if you book in advance online. 10% discount, a free bag, and no credit card surcharges. However, their method of processing an incoming pickup is a confusing mess.

I made my online order and received a brief confirmation immediately and a more detailed confirmation email about 12 hours later, which gave me an order number and said:
"Good news, your order is ready and waiting for you pick up at the store. You will need your boarding pass and your ID or passport to complete your purchase. We are waiting for you!"

So, I turned up at collections with my boarding pass and passport and those items were useless. The order number was useless. They have storage lockers for your order which are supposed to be opened by a QR code that I had never even seen! Several staff dithered around for some time and when I gave them my phone number they were able to do something in their system which triggered my locker door opening.

At that point, I still had no idea where this QR code was supposed to come from. Turns out that their system had sent me an email about 2 hours before landing with the all-important QR code! I was in flight and hadn't bought WiFI access. When I got to duty free, I had just taken my phone out of flight mode, but it hadn't even worked out my correct timezone yet. I don't read that email address on my phone anyhow, only on my laptop.

Nowhere do they give an appropriate warning, such as: "We will send you a crucial email 2 hours before landing that you have to bring with you!"

 

[Seat0B]

Perth duty free is pretty good value if you book in advance online. 10% discount, a free bag, and no credit card surcharges. However, their method of processing an incoming pickup is a confusing mess.

I made my online order and received a brief confirmation immediately and a more detailed confirmation email about 12 hours later, which gave me an order number and said:
"Good news, your order is ready and waiting for you pick up at the store. You will need your boarding pass and your ID or passport to complete your purchase. We are waiting for you!"

So, I turned up at collections with my boarding pass and passport and those items were useless. The order number was useless. They have storage lockers for your order which are supposed to be opened by a QR code that I had never even seen! Several staff dithered around for some time and when I gave them my phone number they were able to do something in their system which triggered my locker door opening.

At that point, I still had no idea where this QR code was supposed to come from. Turns out that their system had sent me an email about 2 hours before landing with the all-important QR code! I was in flight and hadn't bought WiFI access. When I got to duty free, I had just taken my phone out of flight mode, but it hadn't even worked out my correct timezone yet. I don't read that email address on my phone anyhow, only on my laptop.

Nowhere do they give an appropriate warning, such as: "We will send you a crucial email 2 hours before landing that you have to bring with you!"

Sometime I wonder if the people designing these systems ever actually try to use them!

We had a similar issue recently downloading the HSL app for Helsinki public transport ticketing. It required to validate your phone by a code sent to your phone - which is great except my e-SIM got this trip was data only. Luckily they still have a few ticket machines at central stops and airport/ferry terminals and some teams now also allow tapping a credit card. But the point remains that the systems often don’t take account of the needs of the user.