Qantas customer service – will they ever learn

[ozbeachbabe]

What's the difference between OSI and TCP?

An 'other service information' OSI is a way a travel agent or another airline can transmit certain information from a GDS or other airline res system to an airline which will enable the airline to view that information that they would otherwise not see.

A TCP means than there is a total complete party of pax travelling on a certain flight who have been booked in separate pnrs. If the TA sends an OSI with the TCP info it tells the airline that one person is travelling with the other eg if John & Mary Smith are travelling together on a UA flight, John's TA would send an OSI to the airline such as "TCP2 1SMITH/MARY MRS UA840 12JUN SYD/LAX". Mary's pnr would say "TCP@ 1SMITH/JOHN MR UA840 12JUN SYD/LAX".

Some examples of items can could be sent via to an airline via an OSI (besides the above TCP info) could be, ticket numbers, a child age, an after hours contact phone number for the pax.

Some less bright TA's have been known to send OSI's just saying "TCP2 GNM456" being their own GDS pnr eg Galileo which is pretty useless if the airline concerned is not a Galileo system user as they won't be able to retrieve the booking nor work out who is travelling with who.

 

[RickyT84]

Last night between 11:30pm and 2:00am I called the Frequent Flyer number three times and was held on recorded messages from 30mins to over an hour without ever speaking to a consultant.

As per the Qantas website, the FF Service Centre is staffed between 8:00am to 7:00pm (AEDT/AEST) Monday to Friday which may explain why your call was not answered when you called. I remembering calling the FF Service Centre once on the weekend and remembered that there was recorded message stating their operating hours and direct you to call the general enquiries line.

My experience with the FF Service Centre and the general call centre has been pleasant thus far. In general, my calls were answered within a minute (on a couple of occasions, my call was answered immediately) and my query was dealt with quickly.

 

[Conrad_S]

You can't actually link separate bookings in (Amadeus) reservations. They've no doubt allocated your seating so you'll be next to each other & put an OSI (other service information) into each pnr cross referencing each of you with the other person.

Your names can only be linked in your Altea checkin record which can be done by airport staff when they look at the list of OSI's about people travelling together 48 hours prior to departure. From thereon, once you have been linked in checkin any further flights you have in that same pnr will show you both as being linked together however your pnrs in res are still separate.

Thanks for the info Oz. It is useful to know the process.