The definitive thread on Qantas IT gripes.

Isn’t that a setting on your phone in not having mobile data enabled for that specific app?
I don't know ... it seems to be worse on my iPhone on my Android one, so maybe I managed to turn it off.

Today it didn't even refresh on Wifi. An upgrade to F text came through - app says I'm in 11F. I go into change seats, and I'm in 4A, despite both 1A and 1K being available and me being a P1. I change to 1A, wonder why nothing is happening - oh, right, I need to select the underlined text Change to 1A, press the big red Next button - oh ****, now I've exited without checking the remaining flights. I'm back on the first screen, still apparently in 11F! I go back in and yes, I'm in 1A now. Check the remaining flights repeatedly reminding my brain not to press the red button. It would have taken 5-10 minutes to do what the auto-seat allocater could have just done automatically. Arggh!
 
The different flight availability between the normal search engine and the gift voucher search engine.

Once again I am on the phone to Qantas to get the flight I wanted put onto the booking. The premium line was answered very quickly and the reservations agent did it on the spot.

But, I should be able to do it online.
 
The different flight availability between the normal search engine and the gift voucher search engine.

Once again I am on the phone to Qantas to get the flight I wanted put onto the booking. The premium line was answered very quickly and the reservations agent did it on the spot.

But, I should be able to do it online.
Yeah that’s a bug bear. (But originally I was told on AFF that doesn’t happen - ie there’s no discrepancy. )
 
I realise that this thread is probably more about in depth IT issues, but the fact that there is also another 24 page thread titled 'Qantas site a mess' says a lot.
 
On the status activity screen on the website, I see the sentence You've earned X Status Credits towards attaining Platinum One.

However, on the status tab of the iOS app, the same sentence appears, but the value of X is about 300 SCs lower.

I'm not sure if it's just my account but it's been that way for many months and the other calculations are all correct.
 
I am the first to put their hand up and say "no" to change - if it is just for the sake of change. But I actually wish QF would start all over again from scratch.

IMHO the beauty of internet sites for any business should be two-fold - ease of use for the buyer of a product (not having to call and wait, not having to deal with call centre staff whose base language is different, seeing easily all options, etc, etc), and economics for the seller - having their product purchasable by everyone easily and at a very low cost to the seller (by removing expensive humans out of the procedure). IE it should be a win-win thing.

I know QF are not the only airline with painful sites, but I think they have lost their focus on these two concepts. The current format is lengthy, involves far more "real estate" for add-ons and other annoying cough, and the basics (simply buying a goddam ticket!!) are buried and need actual concentration and persistence for the purchaser to wade through.

I think it is almost pointless (or too hard) to describe the detailed frustrations and difficulties. There are so many. They need to start again from scratch. It amazes me on so many airline sites how it is not actually intuitive or easy to simply get to a screen where you can try to search for and buy a ticket!!??

I do not use phones or other devices with "apps" - am simply a pc user - but I understand that those poor fellows suffer a whole another world of pain. But even on a PC..... Oh my lord.....

I want to buy a flight from A to B. If I have a bit of flexibility and tick the "flexible dates" box (if you notice it - it is miniscule and easy to miss), then sure enough there is a row that shows other dates and different minimum prices. But if you play with this - ie try to select different dates, then the system appears to get lost. If you are not very careful you will end up with flights on a different date. I have learnt through sheer experience (and more pain) that if a better price is shown for another day, you need to do a new search with that different date to get reliable info.

Even if you just want flights on a specific date, you can not easily see the options - the flights are displayed in such a lengthy format that you have to scroll through interminable pages to view what is essentially just a few options. Then you have to select a leg - which throws out an even longer page of info. Something that should be as simple as clicking on a couple of boxes on a single page is drawn out to that screen, that if printed on paper, would be about two metres long!

If you are trying to view award bookings it is worse, or at least a different pain.

I only look for premium award flights. Why not let me select that option at the start, or simply do it automatically!!! WTF make me tick the options for premium flights and re-do the search every single bloody time?? And if I do a search using the "just points" option search engine, it only shows availabilty for the flights, not their cost? To see cost (and with QF this is a huge variable, both in points and co-payments), you have to tick each flight selected then go all the way to the "bottom" to see what it will cost. Yet if you search via cash or points, simply hovering over the awards options will instantly show you the cost?

I would love if QF came up with a site that was not so drowned in excessive cough. Where the key things are buried in waffle or obscenely excessive screen space, or diluted with so much tiresome attempts to upsell or advertise.

At least they are not as bad as some though - with Avianca, when you buy a ticket, the first option is to input your frequent flyer number and if you do so it auto-fills all your details. But then the second question after that process is them asking you if you are a member of a frequent flyer program and if so to input your FF number :)
 
Some non-website gripes:

Phantom boarding alerts on your phone well after you changed the flight in question - why can't the reservation system where you changed your flight talk to the system that sends boarding alerts?

What happens when you ring the call centre in between you entering your FF# and getting allocated to a team? LM is a P1, so today I'll just allocate her to the NB queue ... I waited 30 min last week to speak to someone.

Not giving the people you're supposed to contact the system access they need to do what you're supposed to contact them about. I'm supposed to contact reservations to make a seat change I can't do online, so I do. But they can't change it. The SST, who I'm not supposed to contact for this type of request can.

If we feel bad, I guess we should have equal sympathy for the QF staff. The guy I waited 30 min to speak to in the calk centre last week had to reboot his computer because it froze while he was talking to me!
 
Back to website, why are basic services not online?

I can book chauffeur drive, but I can't:
Book a spa appointment
Request assistance with my bags
Request a table in the restaurant
Book a meeting room in the lounge

They must spend hours ringing every F pax to ask basic questions you could just enter in your booking.
 
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Back to website, why are basic services not online?

I can book chauffeur drive, but I can't:
Book a spa appointment
Request assistance with my bags
Request a table in the restaurant
Book a meeting room in the lounge

They must spend hours ringing every F pax to ask basic questions you could just enter in your booking.

I think part of that is to keep the personalisation of the whole F experience. There is only like 24 people per day to ring so not many to deal with
 
Was wanting to book J flight back on Qantas from HNL after cruise, found it, was via Shanghai! no thanks.
 
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Was wanting to book J flight back on Qantas from HNL after cruise, found it, was via Shanghai! no thanks.

Revenue or Award?

If award, then that doesn't mean it's an IT fail, but an availability fail - speially in premium classes.

If revenue, then yeah...
 
Revenue or Award?

If award, then that doesn't mean it's an IT fail, but an availability fail - speially in premium classes.

If revenue, then yeah...
Agree. I’ve not seen any award J out of Honolulu and I was tracking for several months. Put in a 2WP release and computer says no. In the end I booked a J award in Jet* :eek::eek::eek::eek: which because it’s a day flight after a 6 night sojourn in Honolulu I thought we could stomach.

I’d say award as otherwise it would be a direct route unless we are looking at a massive IT fail. Awards seem to give a lot of routes via Beijing and Shanghai, even to the ME.
 
There is only like 24 people per day to ring so not many to deal with

84 F seats out of Australia each day so it'd be significant job to call each person manually. Having said that, I agree it is probably part of 'the first experience'.

My biggest gripe with Qantas is poor security and integration options with other services. Even their attempts to introduce 2FA - while better than nothing - are basic and already obsolete. By 2019 standards a 4-digit PIN and SMS based 2FA is simply not good enough. Facebook is probably the worst login integration they could've picked, but it's obvious their motivation there was to accumulate more data on their members rather than improve the security of QFF.

I think the Qantas app is one of the better airline provided apps, and it seems to have a reasonable development budget behind it. There are some features I'd love to see added, such as the ability to add non-Amadeus itineraries, push notifications for points/SC arriving, TOTP 2FA generator, etc, but overall I haven't experienced many of the issues reported by others.
 
Prompting to check in after having checked in ages ago. I normally check in on my mobile app (Android) soon after the time window opens, i.e. 18-24 h before the flight. Then, an hour before the departure the app requests me to check in as the check in is closing soon. :confused:
First couple times I got confused of what had happened to my check in. Now I just shrug my shoulders and swipe the notification away but that will lead to complacent behaviour on my side, ignoring any potential legit notifications after being routinely targeted with nonsense.
 
Another thing is the itinerary confirmations and integration with calendars. Back in time, the booking confirmations always came in a standard format which Google Calendar automagically read and added the flights in. Happens now very rarely. A workaround to this could be if, at least, their mobile app would have an 'Add to calendar' function (similar to e.g. Meetup app). Manually typing the flights into your calendar is so past millennia... :(
 
Another thing is the itinerary confirmations and integration with calendars. Back in time, the booking confirmations always came in a standard format which Google Calendar automagically read and added the flights in. Happens now very rarely. A workaround to this could be if, at least, their mobile app would have an 'Add to calendar' function (similar to e.g. Meetup app). Manually typing the flights into your calendar is so past millennia..

upload_2019-1-25_16-40-20.png

You can download an ICS file of the itinerary using the "Add to Calendar" function in MMB, and then import this file into any Calendar app/service including G Suite/Google.
 
Revenue or Award?

If award, then that doesn't mean it's an IT fail, but an availability fail - speially in premium classes.

If revenue, then yeah...

Award but it's so dam stupid who would fly back via PVG from HNL its like a slap in the face, looked at many other destinations too, its near always the very long way around. I spend big $ to get points on Qantas, they make a mint our of it and I cant find J Int. awards. Ok I've come down from Plat to Bronze and over decades spend a ton of money with them, but this means nothing as far as I can see.
 
Award but it's so dam stupid who would fly back via PVG from HNL its like a slap in the face, looked at many other destinations too, its near always the very long way around. I spend big $ to get points on Qantas, they make a mint our of it and I cant find J Int. awards. Ok I've come down from Plat to Bronze and over decades spend a ton of money with them, but this means nothing as far as I can see.
It’s a Honolulu issue. They never release J seats from there. And this is from a WP account so I always saw release on release date.
 
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Award but it's so dam stupid who would fly back via PVG from HNL its like a slap in the face, looked at many other destinations too, its near always the very long way around. I spend big $ to get points on Qantas, they make a mint our of it and I cant find J Int. awards. Ok I've come down from Plat to Bronze and over decades spend a ton of money with them, but this means nothing as far as I can see.


So it's a policy issue that you can't see seats with your status. not an IT one.

While it may make no sense to go HNL-PVG-SYD(for example) at least it IS a seat I presume in the class you want(J)? Again that's an availability issue and it's common on popular routes with a lot of demand, specially with little status. Perhaps your gripe is less IT related and more belongs in the "Rewarding Long Term Loyalty" thread :)

and for the record, as a high tier UA elite, if I try to look at J or F to europe I often get all kinds of weird routing options like AI via DEL or even strange routings like MEL-BKK-ICN-MUC-FRA-LHR or something. That's how it goes sometimes.
 
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