[Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26] was 10April

[RooFlyer]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Thanks, Kellie, for confirming a couple of relevant points.

"Under review" - in my books - is likely to be a code for abolition.

In your books and everyone else's. I don't know if any bookie would give you odds on being able to book what's become know as a MASA after, say October.

And have a look at the posts after yours. The call centres are still botching it, 3 weeks later. One would be entitled to be a bit suspicious about whether Qantas is really doing much to correct this situation, or is happy to have a temporary surge in call centre use, while it xx_Xing everyone off who wants to make a booking and generally making the booking type unworkable.

Anyone else as cynical as me to think this is a deliberate strategy by Qantas? It wouldn't need an active plan of sabotage; rather a passive "Ooops!" under-resourcing of a training regime with the call centre people the meat in the sandwich.

 

[lovestotravel]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

"Under review" - in my books - is likely to be a code for abolition.

That was made clear weeks ago!

They will be gone in three months is pretty much the answer

So by the end of September, but at that stage, I wonder if they need to give us 3 months notice, my thoughts are NO

So in the next 10 weeks book book & book anything you may need/want

Keeping in mind F/J class are fully refundable, and I am happy with my 4 LAX-MEL flights of which I only need one

I might post on here the exact date/time I am going to cancel the remaining 3, so that someone might be able to snap them up

 

[lovestotravel]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

The call centres are still botching it, 3 weeks later. One would be entitled to be a bit suspicious about whether Qantas is really doing much to correct this situation, or is happy to have a temporary surge in call centre use, while it xx_Xing everyone off who wants to make a booking and generally making the booking type unworkable.

Anyone else as cynical as me to think this is a deliberate strategy by Qantas? It wouldn't need an active plan of sabotage; rather a passive "Ooops!" under-resourcing of a training regime with the call centre people the meat in the sandwich.

When a company says that they have "retrained staff" in the correct process as RedRoo did a few days/week or so ago, it usually means a memo/update/internal bulletin was posted/emailed/stuck up somewhere.

If you think it's actual sit down formal training then you are clearly mistaken (not directing this at you, just a general statement)

Of course it's a deliberate strategy!
Make the process harder to even start to book EG hours of only 9-5 - Less people will call up, simple as that
Make the process longer to book - Seems about 20 mins on the phone vs less than 5 mins online
Not train staff correctly - Well QF was never going to formally train staff, again, only a memo/bulletin/etc would have been posted and that's it

End result
Oh we used to have xx_x marginal ASA's booked monthly
Oh now we only have xx_ marginal ASA's booked monthly
A drop of 50%

Since demand has dropped we may as well axe them totally

They will be gone by October!

 

[clifford]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

You can probably blame the Emirates tie up.

 

[Buzzard]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

You can probably blame the Emirates tie up.

They will be gone by October!

I take full responsibilty for this...... whenever I discover something it always seems to be at the tail end. I only joined AFF in January this year so have not known about JASA's for long. And now they are going, going....... gone?

 

[Flashback]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

In your books and everyone else's. I don't know if any bookie would give you odds on being able to book what's become know as a MASA after, say October.

And have a look at the posts after yours. The call centres are still botching it, 3 weeks later. One would be entitled to be a bit suspicious about whether Qantas is really doing much to correct this situation, or is happy to have a temporary surge in call centre use, while it xx_Xing everyone off who wants to make a booking and generally making the booking type unworkable.

Anyone else as cynical as me to think this is a deliberate strategy by Qantas? It wouldn't need an active plan of sabotage; rather a passive "Ooops!" under-resourcing of a training regime with the call centre people the meat in the sandwich.

Having worked on a few Service Desk transition/implementations, let me tell you that I'm not at all surprised that this would be the case. When you're in a BAU environment it just isn't feasible to sit all staff down and bring them up to speed on the latest happenings. As indicated in response to your post, this is often done by a memo / knowledge script / etc.

Some staff will "get it" quicker than others, that's just human nature.

 

[RooFlyer]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Having worked on a few Service Desk transition/implementations, let me tell you that I'm not at all surprised that this would be the case. When you're in a BAU environment it just isn't feasible to sit all staff down and bring them up to speed on the latest happenings. As indicated in response to your post, this is often done by a memo / knowledge script / etc.

Some staff will "get it" quicker than others, that's just human nature.

Hear what you are saying, and appreciate the issues, but we are talking about 3 weeks (I think) from 'launch' and you'd expect the 'memo' to have gone out prior to the 'launch'.

The issue has been brought to the attention on management directly and via their rep here at least 10 days ago and we have been promised rectification as a priority, in this forum and in private e-mail communication with management.

Even if some staff will 'get it' quicker than others, does that explain the instances of outright denial of the service that has been promised? One would think that a MASA request, using the script suggested by the company rep here, might have a call centre agent pausing, vaguely recollecting something they read earlier and checking before simply denying the service?

Its not as if its a complicated concept:

"People will be ringing to book Any Seat Awards at Classic rates because they can't do it on line anymore. If so, follow script XX and there is no booking fee applicable."

Yeah, I know it is more complicated than that, but I think the theory of slow strangulation of the booking type is still looking OK.

 

[rocketboy]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Has anyone tried booking an MASA outside the hours 09:00 - 17:00? If calls are being diverted into the general pool of call centre agents (as opposed to a dedicated team) and the likelihood of speaking to an agent that understands the new booking procedure is so hit and miss, it seems hard to believe they would know not to accept these bookings outside the approved hours.

It certainly seems that discouragement will ensure these bookings are reviewed out the door! Although not impossible, calling from Europe is inconvenient. And less likely if I know the call is going to be long and my expectation of success is low. If there is a bright side, a couple of recent JASA redemptions mean my points balance is low. And by the time I am ready to search again, MASA fares will be gone. Those occasional hours I spent with a glass of wine scrolling for the flights I wanted can be put to a better use. Perhaps it's time to compare other Oneworld carriers flying to Australia. Hello Qatar!

 

[AndyGoodyear]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Having worked on a few Service Desk transition/implementations, let me tell you that I'm not at all surprised that this would be the case. When you're in a BAU environment it just isn't feasible to sit all staff down and bring them up to speed on the latest happenings. As indicated in response to your post, this is often done by a memo / knowledge script / etc.

Some staff will "get it" quicker than others, that's just human nature.

I have to disagree with you there. I work in Training and Development specifically on software/service transitions. With such a change it is vital for employees to be trained, briefed, have a one-on-one - any way to get the message across so you have employees who know how to do their job and can answer any enquiry. It is perfectly feasible for this to happen as training/communication doesn't need to be face to face. Online meetings, phone conferences, Skype, Powerpoints - the possibilities are endless.

Now a company not getting the training right - I can certainly believe that as it happens all the time. Just disagree with the comment about it not being feasible.

 

[Flashback]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

I have to disagree with you there. I work in Training and Development specifically on software/service transitions. With such a change it is vital for employees to be trained, briefed, have a one-on-one - any way to get the message across so you have employees who know how to do their job and can answer any enquiry. It is perfectly feasible for this to happen as training/communication doesn't need to be face to face. Online meetings, phone conferences, Skype, Powerpoints - the possibilities are endless.

Now a company not getting the training right - I can certainly believe that as it happens all the time. Just disagree with the comment about it not being feasible.

Yes, but it sounds like you're referring to a new service going in - which I agree with the above. However for 'small' changes like this in BAU, done on the fly, then the way it has been carried out (or seems to have been) is to be expected. It's a very small change in the scheme of things not affecting many people so it was unlikely to get much more than a passing glance. In a service desk environment where you can have hundreds, perhaps thousands of agents - you have got to be kidding me if you think on such a small change they're all going to get hands on / one-on-one training.

 

[AndyGoodyear]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Yes, but it sounds like you're referring to a new service going in - which I agree with the above. However for 'small' changes like this in BAU, done on the fly, then the way it has been carried out (or seems to have been) is to be expected. It's a very small change in the scheme of things not affecting many people so it was unlikely to get much more than a passing glance. In a service desk environment where you can have hundreds, perhaps thousands of agents - you have got to be kidding me if you think on such a small change they're all going to get hands on / one-on-one training.

I didn't say they would all get hands on / one-on-one, as I said though they should have received enough to be educated on the changes and for the message to have got across. Obviously that didn't happen, but it doesn't mean it is not feasible.

How easy is it to put together a cheat sheet summary of changes, a short PP or a Q&A sheet/script for service agents to follow. Not hard at all.

 

[oz_mark]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

I didn't say they would all get hands on / one-on-one, as I said though they should have received enough to be educated on the changes and for the message to have got across. Obviously that didn't happen, but it doesn't mean it is not feasible.

How easy is it to put together a cheat sheet summary of changes, a short PP or a Q&A sheet/script for service agents to follow. Not hard at all.

They would have had all that on the changes to the website, no doubt.

However, the whole business of doing ASA, and the specific case of booking a classic as one, is likely something they should already have been across. Clearly they weren't.

 

[medhead]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

so I was looking to book flights today... previously for award bookings I was able to use the drop down box and book something like HKG-SYD. now I find entering HKG as the origin and SYD as the destination returns a 'there are no citis matching your request' message.

the problem is solved if you select hong kong as the country for the website (ie change from Australia).

so it seems the new booking system for awards carries over the same restrictions as the old paid booking system.

is this indeed a restriction or am I just a 'jetstar idiot' and doing someone wrong? (oddly all OTHER australian cities appear accept for sydney!)

Did you click on the original and destination on the list that appears when you type HKG? I've had no need to change website location when searching flights from SIN, except when I did not click on the word Singapore.

Edit to add a vital 'not'

 

[Flashback]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

I didn't say they would all get hands on / one-on-one, as I said though they should have received enough to be educated on the changes and for the message to have got across. Obviously that didn't happen, but it doesn't mean it is not feasible.

How easy is it to put together a cheat sheet summary of changes, a short PP or a Q&A sheet/script for service agents to follow. Not hard at all.

As I indicated, a knowledge script was most likely done... however, my experience is that agents don't always refer to them (bad habits, etc) which can explain them not being aware or fully understanding.....

 

[AndyGoodyear]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

They would have had all that on the changes to the website, no doubt.

However, the whole business of doing ASA, and the specific case of booking a classic as one, is likely something they should already have been across. Clearly they weren't.

Exactly. They were not across it which is a stuff up, but it doesn't mean it wasn't feasible for Qantas. It's just laziness on either Qantas L&D or the agents themselves.

 

[AndyGoodyear]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

As I indicated, a knowledge script was most likely done... however, my experience is that agents don't always refer to them (bad habits, etc) which can explain them not being aware or fully understanding.....

Yes I completely agree.

 

[sumthinfornuthin]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Here is a reply that we received from QF when providing feedback on the latest ASA changes

>
> Thank you for contacting The Qantas Club and Frequent Flyer Service Centre and taking the time to provide feedback on our online Award booking changes.


>
> The new search function removes the need for three separate entry points for commercial (retail) fares, Qantas & Jetstar Any Seat Awards, and Qantas & Partner Classic Awards. All three booking types can now commence through the one single search panel, with the exception of Classic Award seats purchased as an Any Seat Award.
>
> Any Seat Award bookings made in reservation classes X, Z, U or P (Classic Award classes) cannot be made online at qantas.com.
>
> These Award bookings are available by calling 1300 366 587 (+61 2 8222 2430 from outside Australia) between the hours of 0900 and 1700 AEST Monday to Friday. The Award Assistance Fee will be waived for these bookings, and the booking channel will remain available while the future of these Awards is under review.
>
> Commercial fares for sale on qantas.com are available as an Any Seat Award using a combination of cash and points or paying entirely with points.
>
> In most cases the points required for Any Seat Awards booked in these classes are higher than those required for a Classic Award in the same class of travel on the same flight. S
>
> If you'd like to know how you can use Qantas Frequent Flyer points, please visit qantas.com/rewards where you'll find details on how to redeem for Award Flights, Award Upgrades and purchases at the Qantas Frequent Flyer Store.
>
> , thank you again for taking the time to write and let us know your views. Your feedback will be submitted and is greatly appreciated.
>
> Kind Regards,
>
>
> Kellie
> The Qantas Club and Frequent Flyer Service Centre

Coincidence I got the same letter, along with every other whinger like us I guess...........................

 

[RooFlyer]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Coincidence I got the same letter, along with every other whinger like us I guess...........................

Deleted ... (explanation later)

 

[MEL_Traveller]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

I have to disagree with you there. I work in Training and Development specifically on software/service transitions. With such a change it is vital for employees to be trained, briefed, have a one-on-one - any way to get the message across so you have employees who know how to do their job and can answer any enquiry. It is perfectly feasible for this to happen as training/communication doesn't need to be face to face. Online meetings, phone conferences, Skype, Powerpoints - the possibilities are endless.

Now a company not getting the training right - I can certainly believe that as it happens all the time. Just disagree with the comment about it not being feasible.

if there is an extra charge for an 'assisted award' the call centre seems to be able to hook on to it pretty quickly. but for something that could be of benefit to the customer? doesn't seem to be so urgent.

Did you click on the original and destination on the list that appears when you type HKG? I've had no need to change website location when searching flights from SIN, except when I did click on the word Singapore.

yeah... ex hkg SYD does not appear! it might just be a hkg-syd thing. but anyone trying to book would be forced to pay the assisted booking fee now if they tried calling the au call centre.

 

[Isochronous]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

It seems there are a few variations to the complaint replies. Here is the one I got:

Thank you for taking the time to provide feedback on our online Award booking changes.

The new search function removes the need for three separate entry points for commercial (retail) fares, Qantas & Jetstar Any Seat Awards, and Qantas & Partner Classic Awards. All three booking types can now commence through the one single search panel, with the exception of Classic Award seats purchased as an Any Seat Award.

These Award bookings are available by calling 1300 366 587 (+61 2 8222 2430 from outside Australia) between the hours of 0900 and 1700 AEST Monday to Friday. The Award Assistance Fee will be waived for these bookings, and the booking channel will remain available while the future of these Awards is under review.

Commercial fares for sale on qantas.com are available as an Any Seat Award using a combination of cash and points or paying entirely with points.

We continually review the delivery of our redemption products, including Classic Award seats purchased as Any Seat Awards, and no decision has been made on the future of this product.

If you'd like to know more, please visit qantas.com/frequentflyer or call The Qantas Club and Frequent Flyer Service Centre on 13 11 31 (8.00am to 7.00pm AEST/AEDT Monday to Friday). If calling from overseas visit qantas.com/contactfrequentflyer or call +61 (2) 9433 2329.

Kind Regards,