harvyk
Senior Member
- Joined
- Apr 15, 2009
- Posts
- 6,990
- Qantas
- Gold
OK before I start, I would like to say that the third phone operator I spoke to, whilst she didn't understand all the in's and out's, she was willing to spend the time solving this problem for me. So whilst this rant is directed at QF phone support in general, girl number 3 actually deserves kudos for being willing to learn and actually helping me along the way.
[rant]
Ok so I'm wanting to travel to HGK to buy a new suit, I have a tailor there who does excellent work, and my old suit is looking a bit old. Since I have a few points saved up I thought I would go J at least for travelling there.
So on Sunday I jumped on the QF site and looked at JASA's and sure enough I found one which I liked the look of. I did a dummy booking and the price came to ~$330 and 60,000 points. Excellent I thought, but I'd better clear this with Mrs Harvyk prior to actually laying out any money.
I spoke with the Mrs who said go ahead. So this morning I went onto the QFF site and went to make the booking, unfortunately the minimum I could find was $300 + 76,000 points, which was a problem since right now I only have 63,000 points. As an aside a classic award was $300 + 60,000 points, but with the downside of no SC's.
I gave QF a call, the first person I spoke to seemed to be very confused by the term "any seat award" and was convinced I should be doing points + pay. In fact she was very insistent that "any seat awards" didn't even exist, and it was just another term for points + pay. At $5,800 + 60,000 points, no thanks.
She finally got so confused by the term "any seat award" that she decided I must need to buy more points and she subsequently transferred me to the QFF points area. After a 15 minute wait, I told the second person what I was after, and she instantly said "this is not the area your after" and transferred me over to person number 3. After an additional 10 minute wait, I got onto person number 3 who again had very little idea about award bookings, but at least she was willing to spend the time to learn about them.
Person number 3 put me on hold whilst she called their internal help desk, she then said "what I must have seen was a sale fare which ended on the 9th" the thing is that my dummy booking was done on the 12th. After a few minutes of back and forwards the fare I was after appeared again. The girl on the phone even said "I swear that was not there 5 minutes ago".
Given this is not the first time I've called QF phone support and come away with the distinct impression that the average AFFer knows more about QF bookings than the QF phone support people, perhaps some training is in order.
[/rant]
As I said at the start, yes girl number 3 didn't know about JASA's but she was willing to spend the time learning about them, and I did get the result I wanted. I just feel I shouldn't have had to go via two other people first.
[rant]
Ok so I'm wanting to travel to HGK to buy a new suit, I have a tailor there who does excellent work, and my old suit is looking a bit old. Since I have a few points saved up I thought I would go J at least for travelling there.
So on Sunday I jumped on the QF site and looked at JASA's and sure enough I found one which I liked the look of. I did a dummy booking and the price came to ~$330 and 60,000 points. Excellent I thought, but I'd better clear this with Mrs Harvyk prior to actually laying out any money.
I spoke with the Mrs who said go ahead. So this morning I went onto the QFF site and went to make the booking, unfortunately the minimum I could find was $300 + 76,000 points, which was a problem since right now I only have 63,000 points. As an aside a classic award was $300 + 60,000 points, but with the downside of no SC's.
I gave QF a call, the first person I spoke to seemed to be very confused by the term "any seat award" and was convinced I should be doing points + pay. In fact she was very insistent that "any seat awards" didn't even exist, and it was just another term for points + pay. At $5,800 + 60,000 points, no thanks.
She finally got so confused by the term "any seat award" that she decided I must need to buy more points and she subsequently transferred me to the QFF points area. After a 15 minute wait, I told the second person what I was after, and she instantly said "this is not the area your after" and transferred me over to person number 3. After an additional 10 minute wait, I got onto person number 3 who again had very little idea about award bookings, but at least she was willing to spend the time to learn about them.
Person number 3 put me on hold whilst she called their internal help desk, she then said "what I must have seen was a sale fare which ended on the 9th" the thing is that my dummy booking was done on the 12th. After a few minutes of back and forwards the fare I was after appeared again. The girl on the phone even said "I swear that was not there 5 minutes ago".
Given this is not the first time I've called QF phone support and come away with the distinct impression that the average AFFer knows more about QF bookings than the QF phone support people, perhaps some training is in order.
[/rant]
As I said at the start, yes girl number 3 didn't know about JASA's but she was willing to spend the time learning about them, and I did get the result I wanted. I just feel I shouldn't have had to go via two other people first.