The definitive thread on Qantas IT gripes

[Assassin]

I tried today to book SYD-MEL-AKL-MEL-SYD in J in November. Three times I selected flights, seats etc and then each time when it moves to the payment page it says "An error appears to have occurred, page cannot be displayed". On the fourth attempt [while waiting on the phone for "Customer (lack of) Service which as a WP was still not answered after 15 minutes] I note the Business Saver fares for the flights I wanted are no longer showing, and only full price J fares are available. I decide to look at availability on AirNZ and give up on QF and while I am searching, an email arrives from QF saying "we are holding a booking with ref xx_ and you can pay for it by clicking "Confirm your booking'. I click it (hang up from waiting on the QF phone line) and the flights and fares are what I wanted but all the seat selections and associated information has gone. I grab the flights and fortunately the payment process works. I almost immediately receive my E_ticket. With a system that makes it so difficult to book and pay for flights, why does anyone bother with QF (other than the lack of alternatives).

I’ve had the same experience but without the email…. Had to book over the phone. The agent volunteered that she would waive the telephone booking fee - what a favour!

 

[exLXCXFF]

I am specifically looking for a cash fare and with the first flight out of SYD to BNE in the morning this connection is doable with all
MCTs.

So, SYD - BNE on QF505, BNE - MEL on QF617, MEL - CGK on QF39 and CGK - SIN on 3K 206

The direct booking engine actually provides you with BNE - MEL - CGK as per above, it just all falls apart when I try to add the Jakarta to Singapore leg in the multi-city engine. Any advice?

 

[encryptededdy]

it just all falls apart when I try to add the Jakarta to Singapore leg in the multi-city engine. Any advice?

Can you get Qantas to sell you that 3K flight with a different connection, out of curiosity?

 

[exLXCXFF]

Yes - my +1 booked exactly that itineary as reward and it shows up as classic reward but you can't get it in the multi-city tool.

 

[tassie6]

I am specifically looking for a cash fare and with the first flight out of SYD to BNE in the morning this connection is doable with all
MCTs.

So, SYD - BNE on QF505, BNE - MEL on QF617, MEL - CGK on QF39 and CGK - SIN on 3K 206

The direct booking engine actually provides you with BNE - MEL - CGK as per above, it just all falls apart when I try to add the Jakarta to Singapore leg in the multi-city engine. Any advice?

Multi City booking tool won't let you book more than 3 flights on the same day, not sure if it would work if you can try and consolidate say the BNE-CGK to one line on the tool...

 

[exLXCXFF]

Thanks - but it even goes on strike when I try to book something that comes up under the "normal" booking suggestion. It's two flights on the same day. I am so confused...

 

[ShelleyB]

It's a minor issue that I am sure will ultimately get sorted, but am going round and round in circles trying to claim missing points and status credit from flights on Qatar MEL-DOH-BER (and return). The MEL-DOH (and return legs) credited automatically just fine but the DOH-BER (and back again) legs did not credit. Tried the online system, but rejected. Unsurprising really as the online system won't let me select BER as a destination or starting point, only the old airport in Berlin - Tegel (TXL) which is now closed (and has been for a few years). I have explained this to Qantas on the phone and via their socials, and also to the Frequent Flyer email. But they keep telling me I am entering the flights wrong and to go back and try again. I have now sent screenshots to the frequent flyer email, so hopefully someone will actually try to sort their system out, which presumably just needs the new airport to be added. I am also not sure why they can't just help out and process manually when I have provided e-ticket and boarding passes.

 

[Assassin]

It's a minor issue that I am sure will ultimately get sorted, but am going round and round in circles trying to claim missing points and status credit from flights on Qatar MEL-DOH-BER (and return). The MEL-DOH (and return legs) credited automatically just fine but the DOH-BER (and back again) legs did not credit. Tried the online system, but rejected. Unsurprising really as the online system won't let me select BER as a destination or starting point, only the old airport in Berlin - Tegel (TXL) which is now closed (and has been for a few years). I have explained this to Qantas on the phone and via their socials, and also to the Frequent Flyer email. But they keep telling me I am entering the flights wrong and to go back and try again. I have now sent screenshots to the frequent flyer email, so hopefully someone will actually try to sort their system out, which presumably just needs the new airport to be added. I am also not sure why they can't just help out and process manually when I have provided e-ticket and boarding passes.

I had the same issue trying to credit a BA LHR-BER flight a couple of months ago. I emailed a copy pf the boarding pass to the Qantas FF email address and the points and SC were credited a couple of days later…

 

[ShelleyB]

I had the same issue trying to credit a BA LHR-BER flight a couple of months ago. I emailed a copy pf the boarding pass to the Qantas FF email address and the points and SC were credited a couple of days later…

Wish mine was so easy. Not having much luck so far, despite them being in possession of my eticket and boarding passes. But if they knew months ago it was an issue, it's disappointing to find they have still not rectified.

 

[ShelleyB]

Wish mine was so easy. Not having much luck so far, despite them being in possession of my eticket and boarding passes. But if they knew months ago it was an issue, it's disappointing to find they have still not rectified.

A further update. The screenshots of the lack of other options besides TXL ie. def no option to select BER finally did the trick and the claim has been submitted manually for me. We'll see how long it takes to be credited. In the meantime, I am assured the lack of BER in the system "has been taken on board". Hmmmm....

 

[SYD]

It's a minor issue that I am sure will ultimately get sorted, but am going round and round in circles trying to claim missing points and status credit from flights on Qatar MEL-DOH-BER (and return). The MEL-DOH (and return legs) credited automatically just fine but the DOH-BER (and back again) legs did not credit. Tried the online system, but rejected. Unsurprising really as the online system won't let me select BER as a destination or starting point, only the old airport in Berlin - Tegel (TXL) which is now closed (and has been for a few years). I have explained this to Qantas on the phone and via their socials, and also to the Frequent Flyer email. But they keep telling me I am entering the flights wrong and to go back and try again. I have now sent screenshots to the frequent flyer email, so hopefully someone will actually try to sort their system out, which presumably just needs the new airport to be added. I am also not sure why they can't just help out and process manually when I have provided e-ticket and boarding passes.

SYD+1 had the identical problem last year. Managed to get them via email request.

Also raised a feedback form on the lack of BER in the drop down last (that was over 12 mths ago).

I had the same issue trying to credit a BA LHR-BER flight a couple of months ago. I emailed a copy pf the boarding pass to the Qantas FF email address and the points and SC were credited a couple of days later…

Fortunately not drama last year for us both flying LHR-BER (return) with BA.

BA is generally pretty good at posting but can take up to six weeks to post if not chased beforehand.

 

[ShelleyB]

SYD+1 had the identical problem last year. Managed to get them via email request.

Also raised a feedback form on the lack of BER in the drop down last (that was over 12 mths ago).

Fortunately not drama last year for us both flying LHR-BER (return) with BA.

BA is generally pretty good at posting but can take up to six weeks to post if not chased beforehand.

12 months

 

[RichardMEL]

Truly minor issue, but does the App really need to tell me TWICE on the one screen - specially since I filled it in and have a green tick for it?

 

[ShelleyB]

It's a minor issue that I am sure will ultimately get sorted, but am going round and round in circles trying to claim missing points and status credit from flights on Qatar MEL-DOH-BER (and return). The MEL-DOH (and return legs) credited automatically just fine but the DOH-BER (and back again) legs did not credit. Tried the online system, but rejected. Unsurprising really as the online system won't let me select BER as a destination or starting point, only the old airport in Berlin - Tegel (TXL) which is now closed (and has been for a few years). I have explained this to Qantas on the phone and via their socials, and also to the Frequent Flyer email. But they keep telling me I am entering the flights wrong and to go back and try again. I have now sent screenshots to the frequent flyer email, so hopefully someone will actually try to sort their system out, which presumably just needs the new airport to be added. I am also not sure why they can't just help out and process manually when I have provided e-ticket and boarding passes.

As promised am providing an update now this issue has finally been resolved. After finally getting Qantas to admit that BER was un-selectable as a destination the frequent-flyer staff monitoring the email submitted the application for me manually. THEN that application was unsuccessful due to "airfare or booking class not eligible". Since one leg was L and the other Y, they are eligible and this is very clear when looking at Qantas's own online information. So a few more follow up emails including screenshots of their own website and points and SCs were finally credited today. What a saga, none of which would have occurred if their online claim system worked properly in the first place.

 

[CorporateFlyerMEL]

Connected domestic to Emirates (booked as QF flight). The QF generated boarding pass for the EK flight had no FF status on it - just said 'QF FF'. Return flight on Emirates, the Emirates boarding pass has printed 'QF Platinum' - so QF does not print the status of its own frequent flyer, but EK does as a partner airline....

 

[ShelleyB]

Another issue that ultimately wasn't a problem for me but could have been. CI award flights for next year have been consistently released at 360 days at 11am AEST. I was looking for a specific flight in J so logged on right at 11.00am when I knew they would be released for the specific day I wanted and used multi-city to check availability. Flights there but only Y and PE showing as available (and yes all classes definitely ticked to show). Oh well I think, PE will do as when looking for 3 award seats in school holidays can't be too picky, so click through from the calendar view to the flight selection page and lo and behold there are business seats. So good for me - I got my business seats, which were definitely business all the way, not mixed class - but if I hadn't clicked through I would not know.

Has anyone else had this?

The lesson may be to always click through on your preferred date in case it's not displaying correctly.

 

[tdimdad]

Looks like QF IT has decided to "simplify" the booking engine UI on their website. The familiar "tabs" to change cabins have been replaced by a small dropdown. The behaviour is still the same: it changes the travel class for both directions (out & return) at the same time.



Edit: typo.

 

[encryptededdy]

Looks like QF IT has decided to "simplify" the booking engine UI on their website. The familiar "tabs" to change cabins have been replaced by a small dropdown. The behaviour is still the same: it changes the travel class for for directions (out & return) at the same time.

One day they'll support booking mixed class fares without having to book the lower fare then use the weird upgrade screen on the next step... but not today.

 

[JohnM]

Here's a weird one.

I have a booking PER-SYD in January for PJM and myself. Booked way back in February.

Originally an A330 but at some point has been downgauged to a B738.

Originally I selected 2E,F.

Now we are quadruple seated; 3A,C on the B738 flight but the original A330 seating is still showing as well:





And when I go to 'select seats' to check exactly what is going on I get this:





So, all I get is the 'window' or 'aisle' option.

OK, I've dropped from WP to LTG recently, but seat selection not available at all? C'mon!

Not only that, PJM is placed in the window seat, which she doesn't really like and I'm on the aisle which I don't really like - but I can't change it.

Now, in fairness, it may have only just happened and I stumbled upon the change by chance very soon after it happened and it's yet to sort out - but seriously, what is going on?

 

[RichardMEL]

@JohnM, this is a common feature which I've seen before unfortunately - because thre's no 2E on the 737, and possibly 2F was taken - perhaps from someone who was originally somewhere in row 1 or 2 on the 330 - then you got pushed back. And since you fell to LTG (as you identified) row 3 was probably all that was left (and possibly even if you were still WP when it happened, reallocating the seats assigned in J to the 737 probably filled up rows 1 and 2 as is, so you got 3. I'd assume 3DF are also filled, so you now have no real option to change.

it's a bummer for that sector of course to lose the 330, but at least you can just swap seats on board and both get what you want which is easy enough to do. I suppose you could look to see if there's a more appealing flight and see about changing (depending on availability and/or fees of course).