Unable to login to claim points or book flights - Unresolved

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jaspn

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Sep 1, 2015
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Hello,

I'm writing on behalf of my father who is a FF member. On Friday 28 Aug 2015 he tried logging in to book some flights. Upon trying to login, he's greeted with this message:

Sorry

The site is experiencing difficulties at present. We apologise for the delay and will endeavour to restore operations as soon as possible. Please try again in a short while. In the meantime you can contact us on 13 13 13 within Australia or your nearest Qantas office for all other enquiries.
Thank you for your patience.



So he waited and tried the next day, same result. He tried each day to login but to no avail - the same message appeared and was unable to login. Finally he called the customer service centre on Monday AM 31 August 2015, and after 30 minutes of waiting spoke with an operator and explained his situation. They said that there was no issues on their end, and advised him to call his ISP - Telstra. He then proceeded to call Telstra, who took remote control of his PC to clear cookies/cache and try a different browser. No luck, the same error appeared, and Telstra informed him that is was not their issue and asked him to call QFF back. He called QFF back, waited another 30 minutes, and was put through a technician (after yet another 30 minutes of waiting). The technician was unable to resolve the issue, retaining that there was no problem with the website. All up, he spent 4 hours on Monday waiting in phone queues to get no resolve. It's Tuesday 1 September today, and we're still unable to login.

We've also tried logging in from different computers and browsers (including an Android phone), from different networks and ISPs, with no luck.

So now we are at a stalemate where QFF are refusing to acknowledge there's an issue with the website, and my father is unable to login to claim his points!

This is unacceptable customer service. Please contact me via the forum so that we can get this resolved, otherwise the issue will be escalated.

I look forward to your contact, QFF.
Jason
 
Welcome to AFF - as frustrating as it may be, this is not an official avenue of contact for the QFF. As such I think you have this thread in the wrong area.

Although a member may be able to PM Red Roo, I am not sure you'd be guaranteed a resolution due to this site alone.

There have been occasions where members haven't been able to log in previously, so if it is a PIN related issue, it's not as QFF hasn't seen it before.

Hopefully it can be sorted out in a prompt manner.
 
My guess is that your anti virus software may be blocking access. I had a very similar problem with Kaspersky - couldn't login to my Velocity account because one of Velocity's certificates wasn't up to date. Clearing the cache didn't help either and a call to Velocity confirmed their end was OK. I could login to all my bank accounts because apparently their systems are more sophisticated and their certificates are always up to date. In my case I could login on my laptop but not my desktop - I only have Kaspersky on my desktop.

Sorry but my tech knowledge is insufficient to tell you exactly how to fix it but I do know that in my case my son had to go into the Kaspersky settings and create a specific exception for Velocity. There was a menu of about 8 options where you could create the exception and it was not obvious in which option the exception had to be created. With trial and error he found the right one and all was fixed.

It may be that you will need to get a computer tech to sort it out for you. Should only take 15 - 20 mins for someone who knows what they're doing.

Good luck.

Edit: In my case I could open the Velocity website but when I put in the account number and password (for any of our 3 accounts) and tried to login the "wheel" just went around and around without ever completing the process.
 
Last edited:
jaspn said:

So now we are at a stalemate where QFF are refusing to acknowledge there's an issue with the website, and my father is unable to login to claim his points!

This is unacceptable customer service. Please contact me via the forum so that we can get this resolved, otherwise the issue will be escalated.

I look forward to your contact, QFF.
Click to expand...

Given that everyone else in the world seems to be able to access their QF accounts without a problem, I'm unclear as to why you think this is QF's fault or problem.

Further, your father can indeed access his points - via the call centre.
 
From IT perspective it might be the case that the account data is corrupted or something like that. Client-side issue don't normally cause issues like this (ISP issues usually mean either you can open the website or not) - assuming what you get is a Qantas web page with error message.

Does it work if you login with another account on the same computer? Or the same account on another computer (e.g. a smartphone)?
 
Just to throw my shoe in the pool, the QFF site isn't logging in for me either. Homepage loads, just times out when I try to login.
Different computers, tried the app, nada.
 
I too am unable to login. Tried different browsers, yadda, yadda.

DDOS attack ?
 
Same here, either via the website or app. Work experience kids must be in early today.
 
Same.
Someone must have kicked the plug out.
Or the mice in the treadmill have run out of cheese
 
Just another data point:
i received the same error message several times over the weekend, on different computers and for two separate accounts. (Trying to book for someone else.)
Okay this morning - but obviously, the OP's father is not alone.
 
We were experiencing intermittent log in issues on qantas.com this morning. However this has now been resolved.

jaspn said:
Hello,

I'm writing on behalf of my father who is a FF member. On Friday 28 Aug 2015 he tried logging in to book some flights. Upon trying to login, he's greeted with this message:

Sorry

The site is experiencing difficulties at present. We apologise for the delay and will endeavour to restore operations as soon as possible. Please try again in a short while. In the meantime you can contact us on 13 13 13 within Australia or your nearest Qantas office for all other enquiries.
Thank you for your patience.



So he waited and tried the next day, same result. He tried each day to login but to no avail - the same message appeared and was unable to login. Finally he called the customer service centre on Monday AM 31 August 2015, and after 30 minutes of waiting spoke with an operator and explained his situation. They said that there was no issues on their end, and advised him to call his ISP - Telstra. He then proceeded to call Telstra, who took remote control of his PC to clear cookies/cache and try a different browser. No luck, the same error appeared, and Telstra informed him that is was not their issue and asked him to call QFF back. He called QFF back, waited another 30 minutes, and was put through a technician (after yet another 30 minutes of waiting). The technician was unable to resolve the issue, retaining that there was no problem with the website. All up, he spent 4 hours on Monday waiting in phone queues to get no resolve. It's Tuesday 1 September today, and we're still unable to login.

We've also tried logging in from different computers and browsers (including an Android phone), from different networks and ISPs, with no luck.

So now we are at a stalemate where QFF are refusing to acknowledge there's an issue with the website, and my father is unable to login to claim his points!

This is unacceptable customer service. Please contact me via the forum so that we can get this resolved, otherwise the issue will be escalated.

I look forward to your contact, QFF.
Jason
Click to expand...

This experience may be unrelated, however I'm happy to look in to it for you.

Please send me a private message with your father's details as reference, though we may need to speak with him directly.
 
Telling me my PIN is incorrect and my details don't match now.

This is all because I have taken up the Amex Velocity card isn't it!
;)
 
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I logged in fine this morning about an hour ago, but now I receive the PIN / details don't match error as well.

mrpooky.
 
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