Tricked by Qantas booking engine

[fursten]

Just tried to book 2x business class tickets to LA on Q web site, engine showed no direct flight but could go via sydney from melb, and same return.
clicked on book, did all needed and was charged 384000 points and 700$+ for taxes.
I therefore assumed I had a valid ticket.
I followed up to review and what I saw made me shudder and wonder what Qantas has come to. The booking showed business Mel-Syd Economy Syd - LA and same return.
Q had charged me for full class all way but were only giving a 1 hour sector each way in business.
Of course complained but told read fine print. I did not book to go to Sydney then LA I booked Mel-LA. Canceled ticket but a very upset and irate FF member.:evil::evil:

 

[anat0l]

Well at least your mistake only had minor consequences (in terms of points/financial).

Oddly enough, I wouldn't have thought the booking engine could return such a result. That is, if you requested J from MEL to LAX, then you either fly J all the way or not at all. The only exceptions are where connecting flights don't have J (or any class you request for that matter). For example, a J itinerary with connecting domestic flights on Jetstar will have these necessarily in Y; a F itinerary with connecting domestic flights on QF will have these necessarily in J; a W itinerary with connecting domestic flights on QF will have these necessarily in Y (except it'll be full Y rather than discount Y). Of course you will be charged the amount corresponding to the highest class flown, but I've never seen it return the other way around as you've said.

The only exception would be booking a multi-city, but I assume you just punched in MEL-LAX and some indirect options popped up.

Can you reproduce the erroneous option and put a screenshot up?

 

[JohnK]

That is disappointing to read.

Not sure who's idea it was to include that routing with only MEL-SYD in busines class when making a business class booking but it is very deceptive.

As airlines hold all the cards I make sure that I double check and triple check everything before I press that button to make the booking. And still I make mistakes.

 

[oz_mark]

I've seen this before, particularly where the first sector is in business (in your case MEL-SYD), and then nothing else. Unfortunately under the rules of an award if there is a business sector in there anywhere the whole thing is charged business. Although in my experience it does show the flights are in economy.

 

[Mal]

This has been happening for ages, but I thought Qantas tweaked their booking system so this wouldn't occur.

Yep, the issue needs to be explained better to potential customers.

 

[TonyHancock]

As airlines hold all the cards I make sure that I double check and triple check everything before I press that button to make the booking. And still I make mistakes.

Yep same here. :-|

 

[anat0l]

The only time I can think it happening is when you request a J award and QF gives you the first sector (connecting) in Business and the next one is supposed to be in Star Class (JQ). But if you select this option and go to the next page, it says Business then Economy. I haven't booked such a thing yet, and needless to say I'd be scared to do so and argue about it.

But the above can't apply in this case.

Can someone reproduce the fault and put a screenshot up? I'm not calling for proof from the OP, but I'm genuinely curious.

 

[oz_mark]

Easy to reproduce

 

[Sprucegoose]

That is disappointing to read.

Not sure who's idea it was to include that routing with only MEL-SYD in busines class when making a business class booking but it is very deceptive.

As airlines hold all the cards I make sure that I double check and triple check everything before I press that button to make the booking. And still I make mistakes.

Don't we all John!!!!!

There is no substitute for experience.

 

[jsd]

oz_mark beat me to it but yes, very easy to re-produce

 

[oz_mark]

Conversely, I did once see a business class sector lob into the middle of an economy redemption. But only the once.

 

[anat0l]

Thanks oz_mark and jdevereux3. Geez, that's a pretty bad flaw.

If not the OP's problem then I'd be more annoyed that what I thought I could see as a J redemption actually turns out to be a mainly Y one!

P.S. Nice points balance oz_mark

 

[Oneworldplus2]

I too find it frustrating that when redeeming award flights, if there is 1 sector which is a higher class than the others, the whole trip is booked into the highest sector.

eg; SYD-LAX (Y), LAX-JFK (Y), JFK-LHR (Y), LHR-FRA (J), FRA-SIN (Y), SIN-SYD (Y); the whole trip would be booked as a J bucked award. :evil:

Maybe we could pass this onto Red Roo.

 

[fursten]

Tried to book only Syd-LAX thought at least that would show no flights, wrong, they gave a business class availability via Melbourne or Brisbane.
Same issue as Melb
screen shot sows 192,000 points to be charged
Dissapointing:evil:

 

[Blackadder]

Try pleading your case to to the QF FF hotline, found they have been generally helpful in my dealings with them.

 

[oz_mark]

Thanks oz_mark and jdevereux3. Geez, that's a pretty bad flaw.

If not the OP's problem then I'd be more annoyed that what I thought I could see as a J redemption actually turns out to be a mainly Y one!

P.S. Nice points balance oz_mark

I guess you can argue that it is not a flaw - as by definition it is a business class redemption. It is annoying, and, as they say, a trap for young players.

As always when using online booking systems you do have to pay attention to all the details.

 

[fursten]

I disagree , if Q take 190k points for the booking which is predominately a y booking then I would call that fraudulent, whilst I hear what you say about reading fine print , my expectations are if someone charges you for what you expect J should cost then you would expect to get that.
Why does the engine not recalculate the points?
To me Q are going down to budget service.
:evil:

 

[cosi]

Another example of being tricked.

Checking avaialabilty for an unexpected private trip to Tokyo and to burn some points.

Selected flights screen shot shows I selected business from Tokyo to Perth via Sydney :



Then at the reveiw flights page, I am SHOCKED to see Tokyo-Sydney is in Premuim Economy and NOT J class



I was so suprised, I forgot to check out the calculation of the points that would have been deducted.

 

[Oneworldplus2]

I don't know what is worse...the above example, or my one.

As a WP, this is all l can see for a Classic Award SYD-LAS 1-3 months out. All classes searched.
View attachment 1808



Now, back to the topic at hand.
SYD-LAX, J Class, 208k points, Classic Award.

Check out the return flight.....

View attachment 1809


As JohnK and Oz_Mark have pointed out numerous times, check, double check and triple check before you click the confirmation button. I have made mistakes before (recently) l'll admit.

 

[oz_mark]

As JohnK and Oz_Mark have pointed out numerous times, check, double check and triple check before you click the confirmation button. I have made mistakes before (recently) l'll admit.

You are not alone