Possible computer error ? [Inconsistent Luggage Allowance] | Australian Frequent Flyer
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Possible computer error ? [Inconsistent Luggage Allowance]

JWILLS

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A friend has a booking coming up with Qantas Syd to Jnb economy class and on the eticket it states luggage allowance 66 kgs however when they go into manage booking in their FF Account it states 30 kgs.

Were there specials on or is this a computer error - if no specials on what would Qantas accept eticket or charge the person excess.
 

Franky

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A friend has a booking coming up with Qantas Syd to Jnb economy class and on the eticket it states luggage allowance 66 kgs however when they go into manage booking in their FF Account it states 30 kgs.

Were there specials on or is this a computer error - if no specials on what would Qantas accept eticket or charge the person excess.
What would they do with 66kg of luggage?
 

Matt_01

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Pack everything, including the kitchen sink! :p 66kg that is 3 and bit bags of cement.
 
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juddles

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Sounds weird - it seems the 30kg limit has been converted to the equivalent 66 pounds. Sure on the e-ticket it says KG?
 

Matt_01

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Sounds weird - it seems the 30kg limit has been converted to the equivalent 66 pounds. Sure on the e-ticket it says KG?
Well you are on the ball, my limit stops at about 10kg (22lb) so I think you are correct. :p
 

JWILLS

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Sounds weird - it seems the 30kg limit has been converted to the equivalent 66 pounds. Sure on the e-ticket it says KG?
States 1x66 kgs 145 lbs but on the return flights it states 30kgs- the people travelling are happy with it looks like a mistake as they were taking sporting gifts to children in need.
My concern is what would happen at check in would they accept eticket or would they state 30 kgs and charge them excess.
 

juddles

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States 1x66 kgs 145 lbs but on the return flights it states 30kgs- the people travelling are happy with it looks like a mistake as they were taking sporting gifts to children in need.
My concern is what would happen at check in would they accept eticket or would they state 30 kgs and charge them excess.
JWILLS, are you able to confirm a few details just to be able to judge the situation better: was the ticket purchased direct from Qantas? Or through a travel agent? Is the "eticket" something produced by Qantas itself? Or is it an email or an itinerary? Or is it an eticket issued by a third party? And what was the whole route included within the ticket? (I ask this last one to try to see where the wrong figure may have come from)
 

JWILLS

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JWILLS, are you able to confirm a few details just to be able to judge the situation better: was the ticket purchased direct from Qantas? Or through a travel agent? Is the "eticket" something produced by Qantas itself? Or is it an email or an itinerary? Or is it an eticket issued by a third party? And what was the whole route included within the ticket? (I ask this last one to try to see where the wrong figure may have come from)
Hi the ticket was bought on line through Qantas website and the email with the ticket attached is from Qantas Customer Care melb-syd - jnb all sections have 66 kgs Jnb - Syd- Melb 30 kgs
 

Daver6

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I believe this cost of the extra baggage allowance is actually being covered by the South African government. They're trying to encourage people to bring the Kruger Rands back into the country 🤣
 

JWILLS

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Received a reply from Qantas Customer Serve acknowledged that there is a mistake there fault but will not give any luggage over 30kgs even tho the eticket states 66 kgs. - we have 40 kgs - It be different if person fronts up with 31 kgs they hit them with excess luggage- i asked for a review no reply by noon Monday and plan to take the matter further with Aviation Complaints.
 

juddles

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Received a reply from Qantas Customer Serve acknowledged that there is a mistake there fault but will not give any luggage over 30kgs even tho the eticket states 66 kgs. - we have 40 kgs - It be different if person fronts up with 31 kgs they hit them with excess luggage- i asked for a review no reply by noon Monday and plan to take the matter further with Aviation Complaints.
Thanks for getting back with the update.

Unfortunate they will not give an extra allowance due to the misprint. It is such a bizarre mistake to occur. But given other Qantas issues it is not incomprehensible.

I do not think you will get anywhere with any "reviews" or complaints. It would be different if the extra baggage allowance was something that appeared before the purchase of a ticket - then it could be argued that the purchase was made on that belief. But a clear error after the fact is a bit hard to claim as something that is due.

Just my opinion..
 

Hvr

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I've checked my next two trips and just realised there is basically a personalised luggage allowance section on the pages after the actual flight details.

One glaring error is that the difference in carry on bag(s) between DOM and INT flights. For DOM I can have Ix10 KG case or 2x7 KG cases (If I have one case it can be slightly larger than two cases.) . Whereas on the INT leg I can only have 1x7 KG case.

Given that the journey is MEL-SYD-BKK (return) the carry on allowance needs to be the same because I will only be transiting SYD AP.

Now, this isn't going to affect me because I will actually be checking a bag (50KG allowance with a max of 32KG per case). My carry on will only be a small back pack.


But as per @JWILLS if I relied on the ticket and turned up to MEL AP with two pieces of 7KG carry on at the correct size I would expect to be able to take them with me for the entire journey, not just the domestic leg.

The ticket correctly acknowledges my QFF WP status, and class of travel, discount Y.

Damn work experience kids playing around with the QF IT system yet again! Surely it's time the stationery store purchased a new rubber band and got it working properly?

This is a QF e-Ticket purchased from QF.
 

JWILLS

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Due to incorrect luggage allowance on a Qantas eticket which you admitted and is a contract between seller and customer you have disappointed 36 children in South Africa who did not get their soccer uniforms as we could not afford the excess luggage. 10,000 FF points offered what a joke Qantas off to media now.
 

bpeteb

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Due to incorrect luggage allowance on a Qantas eticket which you admitted and is a contract between seller and customer you have disappointed 36 children in South Africa who did not get their soccer uniforms as we could not afford the excess luggage. 10,000 FF points offered what a joke Qantas off to media now.
I'm confused. QF website states luggage allowance 30kg (available to everyone prior to booking) Checked baggage | Qantas AU.

The booking was made and paid for with that luggage allowance. e-ticket issued after payment with weight error. Were your friends originally taking the soccer uniforms and going to pay excess luggage, or did they decide to take them only after the error?

Off to media? Seriously?
 

ric_melb

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Prior to booking the Qantas system shows an allowance of 30kg per passenger so presumably your friend expected that. E ticket had an error as to allowance. Any common sense would indicate that 66kg in economy was an error. Don't blame Qantas for 36 children not getting soccer uniforms.
 

Hvr

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Received a reply from Qantas Customer Serve acknowledged that there is a mistake
Noting that the luggage allowance was checked and the error discovered before you went to the airport, I think you were trying it on and it was always going to end in tears.

As for the children missing out, well Qantas and other airlines do allow for charity freight if planned in advance. "Due to the high volume of requests that we receive, allow three weeks for us to respond to your request."


I do hope the MSM ignores this but sadly expect that it will appear on no-news in the near future.
 

Ade

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I once had a allowance issue with QF international with first leg in domestic (SYD-MEL-HKG). As a QF Gold I have 46 kgs check in allowance. And I weighed my bags at the scales in the airport and it was 43 kgs. Walked up to the counter and the agent writes down $103 excess baggage fare on my luggage reciept.

I was like, nah, why am I paying you $103 and this is how the convo went ;

Me : "Hey, what's the $103 you are writing on my luggage reciept."

Agent : "Oh, that's the excess baggage fee sir".

Me : "Hmmm, No, it can't be. I've only got 43 kgs check-in"

Agent : "Yes, that's 13 kilos extra on top of your allowance"

Me : "No, can't be. I'm QF Gold and with my status I get 46 kgs allowance"

** Agent does a *deep* sigh **

Agent : "Ok, let me check with my supervisor"

A bloke walks over

Bloke : "Is everything ok?"

Agent : "This gentleman is over limit and he says that he is QF Gold"

Bloke : "Oh, hey Ade, how're you doing mate?"

Me : "Heya, I'm good Matt. how're you doing?"

Bloke : "I'm well. Busy day, something wrong with the system, keeps showing wrong baggage allowance"

Bloke to agent (lowered voice, close to a whisper) : "Yes, he is a Gold, check the PNR, it's got his status"

Agent : "Sorry, let me check him through"

Agent : "Sorry sir, something wrong with our system"

This convo is overheard by a bunch of American tourists and I could hear them say "i think something's wrong, let's hope they get ours right"
 
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ozbeachbabe

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States 1x66 kgs 145 lbs but on the return flights it states 30kgs- the people travelling are happy with it looks like a mistake as they were taking sporting gifts to children in need. My concern is what would happen at check in would they accept eticket or would they state 30 kgs and charge them excess.
They probably would have got away with it however now they've contacted the airline and brought it to their attention the booking has probably been flagged to not allow any more than 30 kg per person.

Due to incorrect luggage allowance on a Qantas eticket which you admitted and is a contract between seller and customer you have disappointed 36 children in South Africa who did not get their soccer uniforms as we could not afford the excess luggage. 10,000 FF points offered what a joke Qantas off to media now.
The obvious question is why can't 'they' which I'm assuming is more than one person, take less of their own luggage or even take hand luggage only so they can take the soccer 36 uniforms for the kids? Their own luggage must be a higher priority.
 

JWILLS

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Apr 14, 2013
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Prior to booking the Qantas system shows an allowance of 30kg per passenger so presumably your friend expected that. E ticket had an error as to allowance. Any common sense would indicate that 66kg in economy was an error. Don't blame Qantas for 36 children not getting soccer uniforms.
Eticket is contracr betweenseller and supplier. The personbought the soccer uniforms 85 immediately upon reading eticket. Total weight of person gear and soccer 40 kgs.He became aware of issue when he received a enail from qantas re mybookings. Not all people use my bookings. When they get there ticket they refer it to tripit etc.
 

JWILLS

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Apr 14, 2013
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Received a reply from Qantas Customer Serve acknowledged that there is a mistake there fault but will not give any luggage over 30kgs even tho the eticket states 66 kgs. - we have 40 kgs - It be different if person fronts up with 31 kgs they hit them with excess luggage- i asked for a review no reply by noon Monday and plan to take the matter further with Aviation Complaints.
Qantas offered 10,000 FF Points the amount of points to purchase a Qantas mug - AC suggested refer to Consumer Affairs. Interesting to note on both my flights I was unable to select my seat online and I was given last seat in the plane right next to the toilets . i arrived atJNB to return home three hours before flight and told all seats had been allocated - interesting All Allocated - time to show respect and customer service to customer and not bully them.
 
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