I had recently has had the following experience and provided this feedback to Qantas regarding their online booking system. Does anyone have the similar opinion?
To Whom It May Concern:
I recently went to make an online booking which was a return flight starting in Manila and onto Sydney (QF20 and QF19 return) for my father who is an expatriate in the Philippines. Upon changing the location on the website to the Philippines I was prompted by the “credit card” screen which indicates that the person travelling has to go to the Manila office for credit card verification. I appreciate the need for tight credit card security in particular countries, but this is the most impractical solution for travellers and expatriates living in the Philippines (and I have been told Qantas has the same “rule” for other nations). My father is about 4 hours from that Manila office and I am sure that many expatriates are even further away from the ticketing office.
My father’s business has a travel agent in Australia that organises bookings for the company all around the globe. Despite organising flights to the US, Germany, Italy and Dubai from the Philippines the Australian travel agents own national carrier, Qantas, wouldn’t allow their booking system to book a Manila return flight. After some correspondence the travel agent provided a price of $4,000AUD. I knew full well the price was about $1,000AUS on the Qantas website. I then did some research with online travel agents such as Harvey World Travel and found the price of $4,000 was the same across all the online agents. Clearly the option to book direct with Qantas was preferred.
As an Australian expatriate Qantas will in most cases be the first airline preference. Qantas prides itself on looking after Australians abroad and bringing them home to Australia with great service. Requiring head office credit card verification is a step in the opposite direction. Expatriates living in high risk nations will more than likely book flights with other carriers as it is just simply – easier.
I understand credit card fraud is a serious matter and is much higher risk in some nations. The issue I have with Qantas’ online credit system (for all domestic and international flights) is the lack of security. Qantas is the only airline in Australia that does not ask for a CVV number (a level of security) when booking. If I were to book a flight with another airline and I will use Philippine Airlines as an example, they require the credit card holder to use either MasterCard SecureCode or Verified by Visa. These forms of security are very good ways of preventing credit card fraud, hence why they were invented. If this airline uses this technology in a third world country why is it that Qantas does not use such technology for bookings made outside Australia. I am sure with the International sector of Qantas struggling, you should be making it easier and more appealing for people to travel on the airline.
I called Qantas last night about these issues. I offered to pay for the flight then and there. Despite me being here in AUSTRALIA using an AUSTRALIAN credit card it couldn’t be processed in Australia. I was told I would have to email my credit card details to the Manila office. This airline is Australian. Why under any circumstances should I have to email my credit card details to the Philippines? I consider this a major credit card fraud risk. I believe sending my credit card details to a third party agency a high risk.
After I discussed the above mentioned issues I was placed on hold. I was then informed that the reason the ticket could not be issued in Australia was because of local “Philippine Regulation”. I find this quite difficult to believe for several reasons. Firstly, I was informed that the same ‘rule’ applies for Thailand and other high risk nations and therefore it was a matter of credit card security not regulation. Secondly, I went onto Singapore Airlines website following this advice and went through the booking process of booking a Manila to Sydney return ticket. I was able to book this ticket in the normal way without getting a request to for credit card verification at the Singapore Airlines office in Manila. This dismisses the “Philippine regulation” reason for not issuing a ticket.
I have always preferred to travel Qantas and I think that Qantas would be proud to service the thousands of Australian expats. I think a simple change in the booking procedures will make Qantas much easier and pleasant airline to book and travel with. I look forward to hearing your response.
Regards
To Whom It May Concern:
I recently went to make an online booking which was a return flight starting in Manila and onto Sydney (QF20 and QF19 return) for my father who is an expatriate in the Philippines. Upon changing the location on the website to the Philippines I was prompted by the “credit card” screen which indicates that the person travelling has to go to the Manila office for credit card verification. I appreciate the need for tight credit card security in particular countries, but this is the most impractical solution for travellers and expatriates living in the Philippines (and I have been told Qantas has the same “rule” for other nations). My father is about 4 hours from that Manila office and I am sure that many expatriates are even further away from the ticketing office.
My father’s business has a travel agent in Australia that organises bookings for the company all around the globe. Despite organising flights to the US, Germany, Italy and Dubai from the Philippines the Australian travel agents own national carrier, Qantas, wouldn’t allow their booking system to book a Manila return flight. After some correspondence the travel agent provided a price of $4,000AUD. I knew full well the price was about $1,000AUS on the Qantas website. I then did some research with online travel agents such as Harvey World Travel and found the price of $4,000 was the same across all the online agents. Clearly the option to book direct with Qantas was preferred.
As an Australian expatriate Qantas will in most cases be the first airline preference. Qantas prides itself on looking after Australians abroad and bringing them home to Australia with great service. Requiring head office credit card verification is a step in the opposite direction. Expatriates living in high risk nations will more than likely book flights with other carriers as it is just simply – easier.
I understand credit card fraud is a serious matter and is much higher risk in some nations. The issue I have with Qantas’ online credit system (for all domestic and international flights) is the lack of security. Qantas is the only airline in Australia that does not ask for a CVV number (a level of security) when booking. If I were to book a flight with another airline and I will use Philippine Airlines as an example, they require the credit card holder to use either MasterCard SecureCode or Verified by Visa. These forms of security are very good ways of preventing credit card fraud, hence why they were invented. If this airline uses this technology in a third world country why is it that Qantas does not use such technology for bookings made outside Australia. I am sure with the International sector of Qantas struggling, you should be making it easier and more appealing for people to travel on the airline.
I called Qantas last night about these issues. I offered to pay for the flight then and there. Despite me being here in AUSTRALIA using an AUSTRALIAN credit card it couldn’t be processed in Australia. I was told I would have to email my credit card details to the Manila office. This airline is Australian. Why under any circumstances should I have to email my credit card details to the Philippines? I consider this a major credit card fraud risk. I believe sending my credit card details to a third party agency a high risk.
After I discussed the above mentioned issues I was placed on hold. I was then informed that the reason the ticket could not be issued in Australia was because of local “Philippine Regulation”. I find this quite difficult to believe for several reasons. Firstly, I was informed that the same ‘rule’ applies for Thailand and other high risk nations and therefore it was a matter of credit card security not regulation. Secondly, I went onto Singapore Airlines website following this advice and went through the booking process of booking a Manila to Sydney return ticket. I was able to book this ticket in the normal way without getting a request to for credit card verification at the Singapore Airlines office in Manila. This dismisses the “Philippine regulation” reason for not issuing a ticket.
I have always preferred to travel Qantas and I think that Qantas would be proud to service the thousands of Australian expats. I think a simple change in the booking procedures will make Qantas much easier and pleasant airline to book and travel with. I look forward to hearing your response.
Regards
