Article: Qantas’ Frustrating Application of Married Segment Logic

[levelnine]

Sure they can. I've had mine released from Cape Town.

In this case the seat is there, there is availability on a single leg, once the operator can see this, it becomes a technical issue. I've never had anyone say the phrase "married segment" to me. They've always just gone away and fixed it (granted, it usually involves being put on hold for a long time). I'm not entirely sure the average call centre worker knows what a married segment is.

How do you know you weren't granted a special dispensation due to your Platinum status?

There are plenty of reports that show the average person cannot easily unmarry segments.

In the call centre frustration thread, I remember someone (blackcat?) encountering this exact issue where a rescheduled international Qantas flight meant that their connection in Sydney was too short for their liking. Heaps of award availability on the connecting domestic flight, but the call centre staff refused to put them on a new flight. They said they were all blocked for new bookings or something of that sort. They tried multiple times with multiple call centres.

They were only successful after submitting a formal complaint in writing to Qantas through its complaints channel.

 

[TomVexille]

Sure they can. I've had mine released from Cape Town.

In this case the seat is there, there is availability on a single leg, once the operator can see this, it becomes a technical issue. I've never had anyone say the phrase "married segment" to me. They've always just gone away and fixed it (granted, it usually involves being put on hold for a long time). I'm not entirely sure the average call centre worker knows what a married segment is.

You're lucky then. We spent around 13 hours on the phone for no result until we put in a complaint. Which was all for naught as QF cancelled the flights anyway.

 

[BD1959]

@AFF Editor, did you try phoning Qantas and asking for the seats to be released?

I've done this countless times and it's never been a problem.

While it is not a problem for those who are WP or P1 who can request seats be released but certainly an issue for everyone else.

In the interests of the article, I would have tried to call anyway. While its true that QF will only release seats for WP and P1 (although some claim to be SG and have had them released) in this instance the Multi-City tool is crashing/blocking when going to book what it has already stated is possible - that's potential cause for the old unassisted-fee scenario whereby the booking tool doesn't work correctly, can you complete this booking for me? Again, for completeness of the article, it would be interesting to know what QF's *official* response would be.

Regards,

BD

 

[justinbrett]

In the interests of the article, I would have tried to call anyway. While its true that QF will only release seats for WP and P1 (although some claim to be SG and have had them released) in this instance the Multi-City tool is crashing/blocking when going to book what it has already stated is possible - that's potential cause for the old unassisted-fee scenario whereby the booking tool doesn't work correctly, can you complete this booking for me? Again, for completeness of the article, it would be interesting to know what QF's *official* response would be.

Regards,

BD

That was the point I tried and failed to make.

Anybody can ask. It's not like Cape Town has a special WP call centre. You can't complain if you don't ask for help - QF isn't exactly known for having good IT. Why assume conspiracy when it's probably a (technical) stuff up?

 

[levelnine]

Anybody can ask. It's not like Cape Town has a special WP call centre. You can't complain if you don't ask for help - QF isn't exactly known for having good IT. Why assume conspiracy when it's probably a (technical) stuff up?

What is your response to TomVexille who spent 13 hours asking and received a no everytime?

This is not an IT issue. This is a married segment issue. I've encountered the same issue before and been told by HBA that it is a married segment issue. The only way around it has been to request the release of seats, a WP/P1/CL-only entitlement.

I can somewhat forgive married segments at the booking stage, but at the reaccommodation stage it is absurd and unforgiveable. Once Qantas changes your flights, they should be willing to make reasonable readjustments to your connecting flight. They often aren't.

 

[justinbrett]

What is your response to TomVexille who spent 13 hours asking and received a no everytime?

This is not an IT issue. This is a married segment issue. I've encountered the same issue before and been told by HBA that it is a married segment issue. The only way around it has been to request the release of seats, a WP/P1/CL-only entitlement.

I can somewhat forgive married segments at the booking stage, but at the reaccommodation stage it is absurd and unforgiveable. Once Qantas changes your flights, they should be willing to make reasonable readjustments to your connecting flight. They often aren't.

I can only speak from my own experience - and acknowledge there was a very dark period with QF call centres that is not the case anymore. I did not have these issues in that period, only before and after.

Your last point about reaccommodating affirms my view, that is ridiculous, it wouldn't happen with a competent call centre operator. Their new self accomodation feature for awards is excellent - a 30 minute time change for DFW-SYD in J (award) allowed me to rebook (online) a number of different J flights including via QF12.

As I said, I very much doubt most people in Cape Town know what a married segment is.

I wasn't guaranteeing non WP will get the married segment issues solved, but if you don't ask, I don't think you can complain. This was directed to AFF Editor.

 

[AFF Editor]

I wasn't guaranteeing non WP will get the married segment issues solved, but if you don't ask, I don't think you can complain. This was directed to AFF Editor.

I have seen plenty of examples where this married segment issue came up, and the call centre was not able to help any further. Mostly, this was with non-Platinum members.

 

[justinbrett]

I have seen plenty of examples where this married segment issue came up, and the call centre was not able to help any further. Mostly, this was with non-Platinum members.

I agree with @BD1959, get a response from QF so we can get the facts and not rely on personal anecdotes.

 

[ozflier]

I think the same logic may apply to QF international to QF international segments eg a couple of months ago I tried to book a business QF award flights London to Singapore to Brisbane . There were seats available for those individual sectors but could not book them online .Tried the customer service and the best I could get was LHR-SIN-SYD-BNE . The helpful agent could see individual business reward seat availability on the connection LHR-SIN-BNE but could not book it - had to go via Sydney !
I can accept that QF need the money but some of their rules and restrictions seem crazy !

 

[RealtimeY]

The call centre now also refuses to waive booking fees for these, even though it is due to running into an error on the website.

 

[dajop]

I had no luck recently. Initially with South Africa who were unhelpful and then later with Manila who tried and only could offer a 7:30am SYD-MEL sector to connect to from my 6:30am international arrival. And couldn’t see anything else (even though flights were available all morning on QF if you just booked it standalone). Umm no don’t think so. Only options were JQ in the afternoon.

In any event no particular hurry to get back to MEL, I opted for a 11 hr layover (instead of earliest 6 - 7 hr connection) so I can make use of the day and visit Sydney for the first time in 4 years and maybe do Bondi-Coogee walk and go for a swim or something like that.

 

[BD1959]

The call centre now also refuses to waive booking fees for these, even though it is due to running into an error on the website.

The downward spiral continues - contrary to the assurances of a certain CEO ...

Regards,

BD

 

[AIRwin]

7:30am SYD-MEL sector to connect to from my 6:30am international arrival

This would have been protected even if you don't make it to the domestic connection?

 

[mt4789]

The issue I generally have with married segments is the opposite. SYD->HKG only available by changing in MEL. MEL->HKG only available by changing in SYD. Seriously, can I not just fly direct from somewhere?

 

[dajop]

This would have been protected even if you don't make it to the domestic connection?

If it ticketed it would, but I assumed that due to being below MCT it might not ticket and I didn’t want to risk losing the inbound sector to find out.

 

[bussyboy]

The issue I generally have with married segments is the opposite. SYD->HKG only available by changing in MEL. MEL->HKG only available by changing in SYD. Seriously, can I not just fly direct from somewhere?

THIS!! Happens on domestic too - SYD-PER via MEL, or MEL-PER via SYD

 

[exceladdict]

The call centre now also refuses to waive booking fees for these, even though it is due to running into an error on the website.

This would also be good to clarify with QF if you are seeking a response @AFF Editor

ly have with married segments is the opposite. SYD->HKG only available by changing in MEL. MEL->HKG only available by changing in SYD. Seriously, can I not just fly direct from somewhere?

THIS!! Happens on domestic too - SYD-PER via MEL, or MEL-PER via SYD

I've experienced this extensively as well but I'm not sure if it's married segment control, or, the system artificially creating extra inventory where it doesn't actually exist in U. If the latter then really it's a good thing not a bad thing.

 

[AIRwin]

The issue I generally have with married segments is the opposite. SYD->HKG only available by changing in MEL. MEL->HKG only available by changing in SYD. Seriously, can I not just fly direct from somewhere?

I don't mind the extra status credits...

 

[bussyboy]

THIS!! Happens on domestic too - SYD-PER via MEL, or MEL-PER via SYD

I've experienced this extensively as well but I'm not sure if it's married segment control, or, the system artificially creating extra inventory where it doesn't actually exist in U. If the latter then really it's a good thing not a bad thing.

When I first encountered this issue, there was no flexibility to make the most of the MEL stopover and only offered short (<3hr) connections, rather than the available morning reward flights SYD-MEL, then evening flight across from MEL to PER.

Tried to book separate tickets and was being routed back through SYD

 

[ChrisMars]

I can only speak from my own experience - and acknowledge there was a very dark period with QF call centres that is not the case anymore. I did not have these issues in that period, only before and after.

Your last point about reaccommodating affirms my view, that is ridiculous, it wouldn't happen with a competent call centre operator. Their new self accomodation feature for awards is excellent - a 30 minute time change for DFW-SYD in J (award) allowed me to rebook (online) a number of different J flights including via QF12.

As I said, I very much doubt most people in Cape Town know what a married segment is.

I wasn't guaranteeing non WP will get the married segment issues solved, but if you don't ask, I don't think you can complain. This was directed to AFF Editor.

Was your booking just one QF flight, multiple QF flights, or QF + partners? Was your rebooking via mobile app or web app?

Trying to understand what conditions trigger the rebooking options being displayed. Didnt get this option for a qf1 follow by a ba (all reward) and I had hope as I saw your story already somewhere in the forum.