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Message: <blockquote data-quote="Ade" data-source="post: 2259739" data-attributes="member: 73036">I don't mind saying it - what a debacle! It's pathetic that any pax (classic reward or $ fare) is unable to purchase a ticket, well within the published timelines on a priority/urgent basis. It's a shock to note that the none of the 3 personnel in the airport was not trained in ticketing. What did QF think the personnel were supposed to do. If I'm replacing a manned service desk with a few people on the ground - I'll be damn sure to train those on the ground on the most common activities that is expected of the service desk. You don't have to put a counter and make someone sit behind it. Just train those that roam the floor to be able to take in any adhoc/urgent requests from your pax. They are all after all your pax, who are either offering you $$ during a pandemic or using their points to limit your liability.I feel very negatively re this incident. It's shameful even if one customer is not being served properly and it reflects very, very, very poorly on the airline.Especially during a pandemic with so much uncertainties, it's only logical that QF (or any airline for that matter) make "human" available to handle any requests. Border closures/lockdowns are not a daily affair (although to be fair, seems that lockdown/curfews/border closures are starting to become a daily thing). My take is companies should anticipate such issues to pop up and train their staff to better position themselves to help the paxOne can only hope that QF takes a lesson from this issue and ensures that there are sufficient measures taken so that pax are never stranded (or at least try)From an IT perspective, I can understand why/how the issues during ticketing could have occured. There could be only a number of issues, but the most glaring to me is that there are a limited of seats/tickets in a certain fare bucket and when everyone is trying to book into one of the seats in a certain fare bucket, the system is unable to put a lock and take the seat to ticketing. Or, the system was unable to release a lock that was put on a seat earlier and so the system thinks that that particular seat is booked. Hence the errors. But those are scenarios that should have been tested out before releasing the functionality to general public. This is something that QF has heavily failed. I wish the IT quality assurance team at QF is taking note of this.</blockquote>

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