The definitive thread on Qantas IT gripes

[ChrisMars]

Has anyone had issues changing just one leg of a return trip before?

I selected just the return leg of a flight to change, but apparently I have to change both legs? No other information given.

What happens when you try to change both? Does it say there is an issue and try to change one? Or does it suggest three?

 

[shaun_b]

What happens when you try to change both? Does it say there is an issue and try to change one? Or does it suggest three?

It allows me to select two new flights without issue, and also allows me to change just my outbound flight. But when I select just the return flight, the one I want to change, it immediately gives me the "must change both" message on the select new flight page.

 

[jrfsp]

Arghhh why is basic QF IT so cough
Tomorrow mornings 8am MEL-SYD cancelled, no problem flights every 15 mins.
They have autorebooked me onto the 7:45 - great. However as this was a corporate booking I’m unable to accept the changes, has to be the booking agent. This is ridiculous, can’t accept or check in for the flight now

 

[TheInsider]

Arghhh why is basic QF IT so cough
Tomorrow mornings 8am MEL-SYD cancelled, no problem flights every 15 mins.
They have autorebooked me onto the 7:45 - great. However as this was a corporate booking I’m unable to accept the changes, has to be the booking agent. This is ridiculous, can’t accept or check in for the flight now

Unsure of who it actually goes to, but maybe pass on some feedback through here:

Customer care feedback form | Qantas AU

Use this form to give Qantas feedback on your experience with Flights, Baggage, Check-in, Before you travel, Qantas Frequent Flyer and more.

www.qantas.com

 

[Ade]

Got an upcoming international trip (8 legs) but unable to select seats for the MEL-SIN QF35 …on the QF iPhone app I select the seat I want, go thru all the other flights in the booking and accept. But the app reloads the seat selection page and the seats are not saved … anyone else facing issues.

 

[eastwest101]

Simple domestic paid booking, go in to select seats and select Y seats on two B738 flights, on the second flight I select an exit row seat and then get this helpful message:






I know there isn't going to be an equipment swap as both legs are always B738 routes.

So they want to take my money and I don't know if I have the seats I selected. But that's OK as its so easy to get a refund out of Qantas isn't it? Just trust them I guess?

Then when I log out and then log back in to select seats again takes me around in an endless loop where I can select the normal Y seat on the first flight and the exit-row Y seat on the second flight is there, the first flight seat selection never ever sticks. Fine. Select OK and then straight back to the seat selection page again.....

Slow clap QF IT..... managed to eff up the simplest task possible on an airline website.

 

[Youfah Mizzum]

I've been trying to book a very simple SYD - HND - SYD flight for next Feb 2024.
Reward points booking.

I found suitable dates but the website kept throwing errors & asked me to restart. I could see my flights in my shopping cart but never let me click on the cart to continue the booking process. Incredibly frustrating.

I ended up ringing up Qantas and I got straight through to a consultant! Absolutely incredible as I was resigned to a 3 or 4 hour wait (I'm a lowly bronze).
Whilst they couldn't retrieve my cart, and the return J seats were now unavailable on my chosen dates (I bet because I had grabbed them earlier) the staffer found alternative dates, not ideal but it is what it is.
Anyway I got my booking organised via the phone instead of the website & it was actually a pretty painless experience. I just can't believe how the phone service has improved over the past year or so. Qudos to Qantas but boo-hiss for their coughpy website & constant errors.

 

[sudoer]

I've been trying to book a very simple SYD - HND - SYD flight for next Feb 2024.
Reward points booking.

I found suitable dates but the website kept throwing errors & asked me to restart. I could see my flights in my shopping cart but never let me click on the cart to continue the booking process. Incredibly frustrating.

I ended up ringing up Qantas and I got straight through to a consultant! Absolutely incredible as I was resigned to a 3 or 4 hour wait (I'm a lowly bronze).
Whilst they couldn't retrieve my cart, and the return J seats were now unavailable on my chosen dates (I bet because I had grabbed them earlier) the staffer found alternative dates, not ideal but it is what it is.
Anyway I got my booking organised via the phone instead of the website & it was actually a pretty painless experience. I just can't believe how the phone service has improved over the past year or so. Qudos to Qantas but boo-hiss for their coughpy website & constant errors.

Good outcome to grab SYD-HND J seats as a Bronze. The double daily should help a lot with award space!

 

[RooFlyer]

Trying to book return business revenue ticket SYD-BLR in November . Jeez - how many '404' errors do you think I encountered, looking at various dates? Gave up.

 

[Leroy]

Had to change plans on rewards flights recently. Every time this happens I still have to call and chase up non refunded points / money etc. I wonder how much Qantas have made out of people being unaware of non refunded points/money, or simply give up due to the requirement to call 3 separate times when the fixed problem has simply not been actioned!

 

[BD1959]

Had to change plans on rewards flights recently. Every time this happens I still have to call and chase up non refunded points / money etc. I wonder how much Qantas have made out of people being unaware of non refunded points/money, or simply give up due to the requirement to call 3 separate times when the fixed problem has simply not been actioned!

I've never once had to chase up having cancelled online - though it has been a while since I've needed to do so. Is this a recent glitch of the online cancellation process?

Regards,

BD

 

[Assassin]

I've never once had to chase up having cancelled online - though it has been a while since I've needed to do so. Is this a recent glitch of the online cancellation process?

Regards,

BD

I’ve cancelled / changed a few flights recently and have been pleasantly surprised about how quickly the points / cash has been refunded.

 

[Leroy]

No idea. This year alone I've had internal European Rewards flights not booked by Qantas. Then when following up when I didn't receive the eConfirmation (which I would not know about if not for this thread as it sat in my bookings on the app), took me 4 times to fix after they tried to then charge me 300Euro a head for full price due to their stuff up. I paid the tax portion again so they could process understanding they would refund the previous payment which I'm yet to recieve. If not for this community, all 3 of us would have been stranded in Catania as the flight we eventually got was overbooked.

Had to cancel rewards flights to Queenstown over a week ago, and still no refund of points to my account. I thought it was all fixed as well after the shambles which was chasing everything up through/post Covid, however the system is just as frustrating as ever.

Then there are the issues that pop up every now and then trying to attach lounge passes! Just a massive time drain that doesn't need to be.

 

[Guvner]

I’m still chasing over 200k points plus $ owed from Qatar bookings being cancelled in October 2022.
Excuses range from “we have no record of your booking” (despite me providing PNRs and screen shots) and “it’s sitting with accounts” through to “it’s in the priority queue” and “our records indicate these refunds have been processed” and everything in between.
I would estimate 40 phone calls and 10 emails.
Nobody is interested in taking ownership.

 

[Assassin]

No idea. This year alone I've had internal European Rewards flights not booked by Qantas. Then when following up when I didn't receive the eConfirmation (which I would not know about if not for this thread as it sat in my bookings on the app), took me 4 times to fix after they tried to then charge me 300Euro a head for full price due to their stuff up. I paid the tax portion again so they could process understanding they would refund the previous payment which I'm yet to recieve. If not for this community, all 3 of us would have been stranded in Catania as the flight we eventually got was overbooked.

Had to cancel rewards flights to Queenstown over a week ago, and still no refund of points to my account. I thought it was all fixed as well after the shambles which was chasing everything up through/post Covid, however the system is just as frustrating as ever.

Then there are the issues that pop up every now and then trying to attach lounge passes! Just a massive time drain that doesn't need to be.

The last flights I changed were to Queenstown. It took me 45 min on the phone to cancel 1 leg of return flights but the points / cash came through within a day or two.

 

[BD1959]

No idea. This year alone I've had internal European Rewards flights not booked by Qantas. Then when following up when I didn't receive the eConfirmation (which I would not know about if not for this thread as it sat in my bookings on the app), took me 4 times to fix after they tried to then charge me 300Euro a head for full price due to their stuff up. I paid the tax portion again so they could process understanding they would refund the previous payment which I'm yet to recieve. If not for this community, all 3 of us would have been stranded in Catania as the flight we eventually got was overbooked.

Qantas not booking award flights in time is a well documented issue (for which there is a separate thread), did you follow-up on the dedicated email address: [email protected] ?

Had to cancel rewards flights to Queenstown over a week ago, and still no refund of points to my account. I thought it was all fixed as well after the shambles which was chasing everything up through/post Covid, however the system is just as frustrating as ever.

So just the one example or are you following a well worn path from previous non-refunds, in which case care to share? There are stories elsewhere of the (Hobart?) CC getting this fixed immediately.

Regards,

BD

 

[Leroy]

The last flights I changed were to Queenstown. It took me 45 min on the phone to cancel 1 leg of return flights but the points / cash came through within a day or two.

Yeah mine was just a very simple full booking return leg cancellation.

How hard could it be........

Qantas not booking award flights in time is a well documented issue (for which there is a separate thread), did you follow-up on the dedicated email address: [email protected] ?


So just the one example or are you following a well worn path from previous non-refunds, in which case care to share? There are stories elsewhere of the (Hobart?) CC getting this fixed immediately.

Regards,

BD

Thanks for the email above. I'll follow that up as I really can't be bothered with the customer service call centre at the moment so hope it gets through. Sorry, should have posted in the other thread.

In relation to the refund of points for my cancelled flight, well worn path obviously due to the nature of travel at the time through / post COVID. Recently with changes/cancellations to flights it's about a 50/50 proposition on whether I need to follow up with customer service which is never the easiest thing to do. If it doesn't happen straight away, it just doesn't get done. Just frustrated I guess that it doesn't work and having a vent.

 

[drron]

We bought a QF insurance policy today. got a quote online and then it gave the payment options - online by CC, debit card or B pay, ring or ask for a call back. Tried online by CC but it failed with 2 different CCs. Naturally Amex but it does list Amex as one of the accepted cards. Went for ring back and that was quick and easily fixed with payment by Amex.

 

[VPS]

We have a dedicated team to manage your travel credits but when you ring that number it says if you're not travelling today then ring back later

FFS

 

[VPS]

We have a dedicated team to manage your travel credits but when you ring that number it says if you're not travelling today then ring back later

FFS

View attachment 340325

so apparently the team that are standing by 24/7 had gone home before 4pm EST today so it went through to the normal call centre. I might write to the Utopia writers. I'm sure they could get an episode out of this