Issues/Glitches with processing of QFd upgrades

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Brettmcg

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This may already have been identified elsewhere, but a quick search turned up nothing so here goes.

Booked flights (MEL-SYD) a couple of weeks back for 10OCT15, whY up and J back. Was keen to upgrade the outbound leg using points, checked EF to see that J availability was limited but submitted an Upgrade Request anyway. Notified that whilst a seat was not available at the time of request, the upgrade would process if one were to become available - pretty stock standard so far.

Kept checking EF to see how inventory was moving and noticed about two days ago that it had moved from J1 C1 D0 I0 to J2 C2 D1 I1 U1; U being the bucket from which award and upgrade availability is drawn. Thinking that this was a good sign, I patiently waited to see if U availability would disappear if upgrades were beginning to process, regardless of whether they were mine or others in the queue. I waited three days without any further movement. Decided to take a chance this morning and cancel the initial request and submit a new one. Voila! Within the space of 30 secs the upgrade was confirmed and inventory was back to J1 C1 D1 I1.

It makes me wonder whether domestic upgrade requests, which cannot be confirmed instantly, are somehow being lost in the mire. Anyone else have similar experiences?
 
Sometimes the system is a bit broken and it doesn't process for whatever reasons. Usually it does but sometimes no (most often seen when U is available at time of booking/initial request).

As soon as U showed up and the request was still waiting I would have called QF to have them manually fix it up (or cancelled and resubmitted request online).

Sorry you seem to have missed out. Next time don't wait is all I can suggest.
 
I've had this happen in the past when submitting the upgrade request too early (i.e. immediately after booking but before ticketing). Even though there was plenty of availability it just sat there not budging. Cancel and re-submit resulted in immediate upgrade.
 
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As soon as U showed up and the request was still waiting I would have called QF to have them manually fix it up (or cancelled and resubmitted request online).

Sorry you seem to have missed out. Next time don't wait is all I can suggest.

I didn't miss out. Once I cancelled the initial request and submitted a new one it was confirmed instantly.

My point is that this isn't how the system is meant to work. Not everyone submitting a request is going to be as cough retentive in following inventory etc. as I am or many of us are. Potentially it means that QF could be missing out on hundreds of thousands of points being cashed in because their IT processes aren't working as they are meant to.
 
I didn't miss out. Once I cancelled the initial request and submitted a new one it was confirmed instantly.
yes you did :) Sorry I missed that in your initial post.

My point is that this isn't how the system is meant to work. Not everyone submitting a request is going to be as cough retentive in following inventory etc. as I am or many of us are. Potentially it means that QF could be missing out on hundreds of thousands of points being cashed in because their IT processes aren't working as they are meant to.


Absolutely agree. this is a QF problem. I'm guessing they don't have any real incentive to actively try and fix it....
 
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I would have thought potentially taking many thousands of points from FFs and thereby reducing a liability on their books would have been at least somewhat of an incentive?
 
Lucky you noticed the U availability! It would be a pretty raw deal if you put in an upgrade request several months out, got put on the waitlist, then the last upgrade was snagged by another person requesting it a few days before the flight after extra U availability was released. There should absolutely be a process to confirm outstanding requests as soon as U availability is added back into the pool.
 
That's how I understand the system to work.
1. Check U availability
2. No U - goes into waitlist.
3. Standard waitlist processing

Once in the waitlist, there isn't any recheck against U availability. Different processes and never the twain shall meet. (Not saying this is right, just that's how it is)
 
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That's how I understand the system to work.
1. Check U availability
2. No U - goes into waitlist.
3. Standard waitlist processing

Once in the waitlist, there isn't any recheck against U availability. Different processes and never the tween shall meet. (Not saying this is right, just that's how it is)

I'm not entirely sure that is the way it works, but if it is then it needs to be sorted out. Pretty unfair that someone who has waitlisted for an upgrade months in advance can be superseded by some schmuck who comes along at the last minute and just happens to request when some U availability has popped up.
 
Interesting...I kind of noticed that yesterday afternoon when I booked four domestic flights for today. I could only upgrade one leg (which when I checked had Domestic availability,) so chose to do it a little bit after booking the tickets. Got the prompt of "No upgrade seats available, will upgrade immediately if available later." No worries, got a text this morning to reprint my boarding pass. Found I got upgraded for that leg!

I hope I didn't steal anyone's seat...
 
My point is that this isn't how the system is meant to work. Not everyone submitting a request is going to be as cough retentive in following inventory etc. as I am or many of us are. Potentially it means that QF could be missing out on hundreds of thousands of points being cashed in because their IT processes aren't working as they are meant to.

School-kids

Broken system

Insufficient Testing

Red Roo??

Regards,

BD
 
The domestic waitlist does work most of the time. I've certainly had domestic waitlists clear at random times prior to flight (not just inside 24h). However, as noted here, sometimes they don't.

It's kind of like residual credit on credit voucher use. Most of the time it works as expected, and sometimes it goes into a weird state and has to be manually sorted out. It could be an amadeus issue. who knows. It's not cool either way, but it's also not the norm - and it's VERY annoying!
 
The last 3 times I've tried to get my parents domestic upgrades - each time denied on initial booking, twice I rang and hassled QF about it and was told no availability but suddenly the upgrades mysteriously cleared a couple of hours later, once I didn't have time to ring and the upgrade didn't clear. My feeling is that human intervention is required to get the system to work.
 
For those playing along at home who have an Expert Flyer account... you may want to place an EF upgrade/award space alert on any QF domestic flights you've waitlisted for an upgrade on. Then, if you're notified that U availability has come online, cancel and re-request the upgrade immediately.

Until (if) the system is fixed, that is.
 
QF Domestic Upgrade glitch

Hi,

Put in for a points upgrade 2 days ago on a OOL to Mel flight . No instant approval. Searched EF today as could see 4 vacant seats and EF shows 3 upgrades available. Cancelled initial upgrade request, and then re request it, and BAM instantly approved. Is this a known issue? I've currently got a request in for a Perth return trip next month, and again lots of available seats, nil availability on EF as yet. Should I do the same next month close to fly out date?
 
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Re: QF Domestic Upgrade glitch

This can happen if you put the request in straight after booking, but before your booking has actually been ticketed (e.g. before you get the emailed PDF booking confirmation).
 
Re: QF Domestic Upgrade glitch

Booking was made 3 months ago, put in upgrade request on Monday.
 
Re: QF Domestic Upgrade glitch

Yes it is a known issue - if it doesn't clear after cancelling the request and resubmitting it online, the call centre can complete this task fairly quickly.
 
Re: QF Domestic Upgrade glitch

There is a known issue with QF domestic upgrades. If there is no availability at the time of requesting an upgrade, you'll be put on a waitlist. However, you aren't automatically given the seat if more availability is released before the flight.

QF domestic upgrades are subject to the same availability as business class reward flights. So, if you can see that there are award seats available and you have an upgrade requested, then by all means do the same thing again.
 
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