Qantas web site

[OzEire]

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I'm no slouch when it comes to IT, and I know when an error is being caused at my end or on the site. My devices are updated and kept clean of malware and bloating with regular fresh installs.

This morning I am consistently getting this error when accessing "change" under "my booking" and trying to pick a new flight.

I always book in the flexible fare bucket, paying a premium to have this option, but consistently let down by the QF site.

The phone option is not attractive because:
1. The operator will almost certainly mention that I could have made the change online
2. Despite protests about the site failing they will charge the telephone "assistance" fee and
3. It takes about 3 times longer, more if there is a queue and this is time added to my online attempts.

QF please put more resources into:
1. Your full site
2. Support for mobile devices via web access, eg. Not all devices run flash and java is flakey, ie. use robust HTML coding options
3. Your apps (eg. ability to change a booking from within the app)

OzE

 

[medhead]

Yes they should fix the website.

However, they are well aware of the website problems with changes. You should have no problem getting them to waive the assistance fee.

 

[OzEire]

"...should..." being the operative word. In reality it can be a battle with some operators who are very quick to blame the customer for failing to use the site correctly or maintain their system, blaming malware, etc. instead of accepting the site is down.

I'm sure this is the case with some callers but for top tier very frequent customers, their word should be enough. However, despite always keeping my calm and being very polite to the phone staff I seem to get a bad experience on most occasions.

 

[Mal]

All I can suggest is to clear your cookies relates to the Qantas site (yes I have had issues due to cookies with the qantas website), try again and if still failing call Qantas. Ask them to replicate what you are doing so they see the failure for themselves.

Also attempt accessing the itin while not logged into your FF account if you can.

The Qantas website is a technology nightmare. A lot of development is done in India (I believe) and it constantly has issues. It wasn't too many years ago that I could lock a FF account and prevent it logging in by simply modifying one preference.

 

[Limewood]

The Qantas website is a technology nightmare. A lot of development is done in India (I believe) and it constantly has issues.

Its a right royal mess, no doubt about it, complain we will but nothing will be done about it.

Every update this year has had problems, its not user friendly anymore, its bloated too with so much wasted space and features we had are gone, beyond a joke really.

 

[eastwest101]

All I can suggest is to clear your cookies relates to the Qantas site (yes I have had issues due to cookies with the qantas website), try again and if still failing call Qantas. Ask them to replicate what you are doing so they see the failure for themselves.

I second Mal's advice - if you waste their time replicating the online failure to prove that you should not pay the assistance fee then eventually all these waivers of the assistance fee will come to the attention of someone in QF. Having telephone call centre time tied up without getting the operator assistance fee must make an impact on their costs and someones KPI eventually....

I know that does not help the OP very much as it is wasting their own time as well!

 

[samh004]

Slowly, parts of the site are being updated, and so far at least, I've found the old parts that used Flash or erwe just outdated, worked and looked far better than the new versions. It's such a shame

 

[OzEire]

I really should have added that clearing cookies is the first troubleshooting step I try, it works from time to time. Cycling internet connection - ensuring to get a new dynamic IP - helps occasionally too.

But as one reply to this thread has mentioned, time is precious. There has been times when booking a flight (rather than trying to change a booking) that I have given up on the QF site and just booked a VA ticket instead. Now if others are doing the same, that's got to hit a KPI.

OzE

 

[OATEK]

Perhaps its just me, but I don't understand why I get a J Classic seat offered that says the flights will actually be in Economy!

 

[mannej]

Perhaps its just me, but I don't understand why I get a J Classic seat offered that says the flights will actually be in Economy!

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It's been like that for a couple of years now. QF are aware and don't seem to be willing to change the loophole

 

[docjames]

Perhaps its just me, but I don't understand why I get a J Classic seat offered that says the flights will actually be in Economy!

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Because the domestic leg is in J.

Idiotic, but it's been like that for years so either QF can't or can't prioritise fixing it.

 

[Mal]

Because the domestic leg is in J.

Idiotic, but it's been like that for years so either QF can't or can't prioritise fixing it.

To be fair, they have improved how it is displayed (the 'i' symbol and informational text were added).

It is annoying to see, but there actually might be a particular type of customer who is happy to get any seat (eg J domestic then Y international vs not being shown any rewards at all)

 

[zig]

Because the domestic leg is in J.

Idiotic, but it's been like that for years so either QF can't or can't prioritise fixing it.

Yup, well known problem. I can't believe that QF don't have the IT capacity to fix this error, so can only assume that they are trying to trap the unwary customer who books this without paying due attention. Shame QF, shame!