Flight delayed, lose access to boarding pass in app

[big_RED]

I've just boarded a domestic Qantas flight from Sydney.

Prior to the flight being delayed, I was able to see in the Qantas app the option "boarding pass". This brought up the QR code and my seat number and pass details etc.

However after I showed my boarding pass at the gate entry I closed the boarding pass to use the Qantas app for something else.

This posed a problem as when I boarded the airplane there was no longer an option to see the boarding pass! And the crew wouldn't let me board without a ticket even though I'd been scanned in at the gate entrance with my boarding pass. I believe having the flight delayed brought up other notifications in the app which removes the boarding pass option.

I clicked "Manage" and all other options but it just showed screens with no boarding pass at all. In the end the crew had to go back to the gate, get me a printed ticket and then let me board.

I consider myself very technical and don't believe I missed any area of the app. Am I missing a way to bring my boarding pass back up? I feel this could affect a lot of customers.

 

[Ade]

Am I missing a way to bring my boarding pass back up?

Not really. You have done everything you can within what the QF app offers. If the service is delayed, this is captured in the My Trips page and also on the homepage. Ideally, the BP will also be updated with the *updated* departure & boarding times.

If for any reason this doesn't happen, to my knowledge, the few ways to board is

1. To ask for a printed BP, or
2. Scan your FF card at the gate to print a boarding receipt or
3. Use the BP loaded into your phone's wallet (depending on what phone you have, this might vary)

 

[larrymull]

This has happened to me before too and I believe is quite common from what one of the ladies at the lounge told me. It has happened to me when the departure time has elapsed and it just disappears, I have been in the lounge mostly when it has happened and have just asked for a hard boarding pass. Also, it happened when I was on the plane but never in between the gate and the plane.

 

[Ade]

However after I showed my boarding pass at the gate entry I closed the boarding pass to use the Qantas app for something else.

This would have *technically* reset the app- meaning, on re-opening the app, the service request call would have refreshed with latest response, which is now *delayed* (in effect rendering the already issued BP as invalid), made the app to make the invalid BP disappear.

In the ideal world, this now *invalid* BP should be replaced by the *updated* BP, this seems to have not happened in your case.

Side-bar - On a technical note : anytime a mobile app is bought *in-view*, depending on how the app developer built it, the app could be relaying a service request to show the latest on the screen. This is just a design principle when building mobile apps.

 

[Ade]

but never in between the gate and the plane.

When this happens next time, try to close & open the app. It would make the BP disappear

Post automatically merged: Aug 31, 2022

It has happened to me when the departure time has elapsed and it just disappears,

Yes, the app still considers that the departure time has elapsed and removes the BP from display, even though the flight has delayed and now has a new boarding/departure time. It's a simple IT glitch, I'd say ... Depending on who is testing it, this must be easy to reproduce and fix. If only I had a chance to work for QF IT

 

[ChrisMars]

This is a bit concerning. Thanks for sharing. Sounds like screenshooting the BP should become one of our habits, until Qantas fixes this kind of scenario in the app. This is insane that with a physical boarding pass, we control when we dispose of it, but with the virtual boarding pass with the Qantas app, we lose this control.

 

[jase05]

I know you shouldn’t have to but I always add the BP to my Apple Wallet or take a screen shot.
Much easier to just open up your photo gallery then fiddle around with the app sometimes

 

[Guvner]

Apple Wallet keeps the BP handy always. I still have mine from 05 Aug available. The QF app is rubbish.

 

[jrfsp]

Is this a security requirement? (showing boarding pass to cabin crew), in many other places its not required.

 

[VPS]

What kind of phone - if iPhone you can add to Apple Wallet (and I think others have an equivalent) and they don't disappear until you physically delete them

 

[larrymull]

Is this a security requirement? (showing boarding pass to cabin crew), in many other places its not required.

Yes it is

 

[sanne]

How do you add your BP to your wallet? I always travel with my husband, checkin on line using the QF ap. But I couldn’t see how to add both to my Wallet.

Thanks for help.

 

[big_RED]

Thanks all. Glad it wasn't just me!

I have an Android. I always used to screenshot the boarding pass just for quicker access but today thought I'd rely on the app. Obviously not a good outcome!

I said I knew my seat number and could provide my driver's licence, but the crew said they needed to sight the pass even though I'd been let onto the gate from providing the BP 5mins earlier. They even had my seat and details brought up on their iPad but said that wasn't approved for entry.

That also makes sense why the BP is missing as the original departure time has elapsed so I shouldn't need my BP again. But obviously poor UX and design if they know the flight has been delayed.

 

[Ade]

But obviously poor UX and design if they know the flight has been delayed.

Poor UX - agreed. The app should have been smart enough to issue/re-issue a BP with updated flight timings.

But I think the crew is just following security protocols. The staff iPad holds much more valuable information re the pax, but is not sufficient to allow boarding.

Post automatically merged: Aug 31, 2022

How do you add your BP to your wallet? I always travel with my husband, checkin on line using the QF ap. But I couldn’t see how to add both to my Wallet.

Thanks for help.

What phone are you using?

If it's an iPhone, open the QF app, do check-in and click on the "view boarding pass" button. It will open the BP, scroll down and click on "Add to Apple Wallet". Close the BP. Open the next pax's BP, repeat the procedure.

I was able to add my parents & sister's BP along with mine in my iPhone Wallet

 

[mviy]

They should fix problems like this before removing the ability to print your own tickets easily at the machines, not the other way around.

 

[BD1959]

How do you add your BP to your wallet? I always travel with my husband, checkin on line using the QF ap. But I couldn’t see how to add both to my Wallet.

Thanks for help.

There's an option on the BP (at least in the iOS version of the App) - here's mine for tomorrow's flight:



Regards,

BD

 

[larrymull]

I usually do that for international flights and rarely for domestic. The issues talked about above are rare but they do happen and as suggested you can always go and get a hard copy.

 

[BD1959]

I usually do that for international flights and rarely for domestic. The issues talked about above are rare but they do happen and as suggested you can always go and get a hard copy.

The options for obtaining a hard copy reduce by the week: removal of airport service desk, removal of BP printing from kiosks ... not sure where you would be able to get one come 6 months time from now!

Regards,

BD

 

[Ade]

6 months time from now!

6 months from now, we'd all have a rubber stamp (like the ones they give in night clubs) on the wrist, showing the flight & seat numbers.

QF's new marketing campaign - Hold the power of travel in your wrist. Introducing "Wrist Pass" - Just flash your wrist to board The trees in Amazon thank you

 

[Travelerwin]

Having had this happen to me once, which was annoying, I now screenshot all my BPs prior to boarding, the moment they are available.

The image of the BP in your photo app works fine for scanning into lounges and onto the flight.