Poor responsiveness to callcentre

[MikeG]

My daughter is Coeliac and has been locked out of her QFF account.

The website says to call 131131 to reset her PIN as she has been locked out.

Calling the QFF number, waiting times have exceeded 4 hours, and she has given up multiple times.

Her flight overseas is coming up, and she has no way of updating her dietary needs.

Qantas Chat is now very broken and simply refers you to website pages. No humans are involved.

I tried calling using my Gold FF account, but I get the same waiting times. Is anyone actually on the end of the line for the QFF account updates selection?

This is appalling. Is there an emergency number or email address for critical issues? Its already a week out from her flight, and I'm afraid its too late to order GF options.

Any help would be appreciated.

M

 

[Pete98765432]

Can you add the dietary requirements by going to “manage by booking” and entering PNR and surname without logging into her account?

 

[FlyingFiona]

If the above fails, try calling first thing in the morning (before 8.30am). In the past I've always had less than 30mins wait times and also offered a call back option which I've almost always taken and been contacted within the hour.

 

[TheInsider]

Having access to your frequent flyer account and updating a dietary meal are two separate things, where one is not related to another. It's not even the same call centre.
Update the meal through manage your booking, booking reference and surname is all that is needed.

https://www.qantas.com/au/en/qantas-experience/onboard/inflight-dining/dietary-required-meals.html

 

[algae]

I called the 13 13 13 number four times yesterday. First was 11am, then 1pm, 1pm again and then 7pm (AWST).

The longest wait I had was 3mins.

Not sure if the 131313 number can help, but maybe give that a shot?

 

[Traveller X]

Can you use the booking reference and surname to access your booking, and add dietary requiremenrs?

 

[RnD]

I am gluten intolerant, still get very sick but not celiac. In my experience in the last year on international flights, I have been contaminated with gluten "intolerant" meals not gluten free a few times. The meals have also been ok in J and at time inedible in Y. As a WP I make the most of the lounges and forget the inflight meals now. Not a solution to your problem, however a bit of advice for your daughter. If I didn't have access to the lounges I would take my own.

On a side not, first time in three years I had a gluten free light meal in Qantas Y this week and it was not bad. Made a change from a coconut brownie bar and a packet of fantastic rice crackers.

 

[MikeG]

I called the 13 13 13 number four times yesterday. First was 11am, then 1pm, 1pm again and then 7pm (AWST).

The longest wait I had was 3mins.

Not sure if the 131313 number can help, but maybe give that a shot?

Thanks - I think the selection you make sends you to a specialist (or not) team depending if it's a flight booking enquiry or an "I want to unlock my account" enquiry.

I called late last night and finally got through to them. Not very helpful in the end, as the email address was wrong, and they wouldn't tell us that one of the answers was wrong... but we finally found out what the problem was and unlocked her account.

In the past, I've tried to update dietary needs outside of the FF account, and it didn't work, hence why I was asking. If it is working now, then that's great.

Thanks to everyone for your input...

M

Post automatically merged: Feb 4, 2023

I am gluten intolerant, still get very sick but not celiac. In my experience in the last year on international flights, I have been contaminated with gluten "intolerant" meals not gluten free a few times. The meals have also been ok in J and at time inedible in Y. As a WP I make the most of the lounges and forget the inflight meals now. Not a solution to your problem, however a bit of advice for your daughter. If I didn't have access to the lounges I would take my own.

On a side not, first time in three years I had a gluten free light meal in Qantas Y this week and it was not bad. Made a change from a coconut brownie bar and a packet of fantastic rice crackers.

Thanks - you only have to waive a slice of bread past her meal for her to get ill. Maybe we will organise some packed meals for her. She is flying economy.

 

[MEL_Traveller]

Absolutely pack alternative food in cases like this. Even an ordered special meal may be risky

 

[Quickstatus]

Expectations re QF gluten free:

I recall somewhere that special meals (and ability to request) are only available on longer domestic flights and international and when requesting special meals via QF MMB, the request is only for QF operated flights? - Can someone please confirm....

There is no guarantee of 100% Gluten free.
At least with QF and likely with other airlines, only one type of special meal can be ordered. So a GF+V is not possible

@MikeG
If need to bring own food, I would ask for extra carry on luggage allowance. Or al least if pinged by the cabin crew, say that there is "medically required food". Get a Drs letter re Coeliac condition as backup
Does Miss MikeG have a membership to Coeliac Australia? If not suggest a membership. They have good suggestions re travelling and country specific info.
.

 

[TheInsider]

In the past, I've tried to update dietary needs outside of the FF account, and it didn't work, hence why I was asking. If it is working now, then that's great.

Never needed to log in to your frequent flyer account to access manage your booking and update dietary requirements.
Link in other posts gives all the info about special meals.

 

[TheInsider]

If need to bring own food, I would ask for extra carry on luggage allowance. Or al least if pinged by the cabin crew, say that there is "medically required food". Get a Drs letter re Coeliac condition as backup
Does Miss MikeG have a membership to Coeliac Australia? If not suggest a membership. They have good suggestions re travelling and country specific info.
.

A doctors letter won't do anything for cabin crew on a flight.
If there is no GFML loaded then a letter won't assist getting that meal loaded.

 

[Quickstatus]

A doctors letter

Not necessarily and YMMV. I have a coeliac friend who does carry on food causing excess cabin luggage. JQi allowed it
Agree that a doctors letter won't facilitate the onboarding of a special meal. My point was about the extra carry on allowance.

 

[TheInsider]

My point was about the extra carry on allowance.

Fair enough then