[Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26] was 10April

[QF WP]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Conspicuous by its addition to the message:

The Award Assistance Fee will be waived for these bookings

We now have it in writing from QF.

 

[Buzzard]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

JASA - Juan Almighty Stuff up Apparently

 

[legroom]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

.... Its not as if its a complicated concept:

"People will be ringing to book Any Seat Awards at Classic rates because they can't do it on line anymore. If so, follow script XX and there is no booking fee applicable.".....

As in most cases, the truth is usually simple.

How long / complicated would that memo have to be ?

Well stated, Rooflyer !

 

[Red Roo]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Thanks to those who have taken the time and effort to provide feedback to our Frequent Flyer and Customer Care teams about the recent update to qantas.com. Should any responses not address your query, please reply back to the relevant team.

I can personally assure you that all comments are being noted and logged, however I would again like to remind you that ASAs can still be made online. It’s only the Classic Awards made as an Any Seat Awards that need to be called through.

Regarding the dedicated number, I have been involved with assisting our frontline teams with refresher training, and can answer some of your questions regarding this service.

By calling 1300 366 587, we’re taking some of the steps away (i.e. options of the general 13 13 13 menu). Your call is directed to the correct team, e.g. FFPL/FFPO/CLQF will be directed to the Premium Desk and all others to the first available consultant, prioritised by tier.

When calling, please continue to request "Classic Award to be booked as an Any Seat Award” to avoid confusion. However to assist with overall handling time, you can preview Classic Award seat availability online by selecting “Show Classic Awards Only”.

Don’t hesitate to reconfirm your tier status with the customer service agent to ensure you’re looking at the same availability options.

Yes, training is ongoing. Staff have again been reminded about waiving the booking fee for these particular Any Seat Award bookings.

Recent feedback has shown that this service is improving, and I hope this is your experience too.

 

[drewbles]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Thanks to those who have taken the time and effort to provide feedback to our Frequent Flyer and Customer Care teams about the recent update to qantas.com. Should any responses not address your query, please reply back to the relevant team.

I can personally assure you that all comments are being noted and logged, however I would again like to remind you that ASAs can still be made online. It’s only the Classic Awards made as an Any Seat Awards that need to be called through.
<snip>

I'll address the snipped part first; Thanks for the detailed response RR. It's nice to know!

As for the non-snipped part, I must respectfully disagree with how this is being done. I, and other people, had *exactly* the same 'cut and paste' response. I appreciate the volume of complaints may be numerous, but copy and pasting responses is a sure fire way to make people irate in my experience.

A few smaller paragraphs addressing concerns (and taking 30 seconds for someone to answer) goes a long way towards placating a customer and a follow up usually makes them quite happy. I responded to the 'cut and paste' telling them that the cut and paste was not 'responding to my concerns' as they stated, and have not had a response. I didn't really expect one to be honest, as there's nothing QF can do here except put them back online (and, I still believe they should whilst they are 'under review'; why unnecessarily overload your already overworked call centre staff!).

 

[Limewood]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

From this post (3.07pm today) is what we all want to see, no calling up wasting time, being able to plan & purchase ASA's online.

"BUT! More importantly, had a chat with the consultant about the grief thay have been getting over this and she assured me that moves are afoot to bring back the ability to book (proper) JASAs online again. Soon".

Let us just hope Qantas will see its ways and stop this ridiculous impediment.

 

[Newk]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

They may not be able to put them back on line. It may be that the new booking engine and ASAs (as we know them) are not compatible?

 

[cjd600]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

However to assist with overall handling time, you can preview Classic Award seat availability online by selecting “Show Classic Awards Only”.

Prior to the removal of online availabilty of the 'classic level/cheap' JASA, there were instances of classic availability of J award, but no corresponding JASA.

Now, if there is classic availability online, can it be taken as read that a corresponding 'cheap' JASA will be able to be provided, via telephone?

 

[Newk]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

From this post (3.07pm today) is what we all want to see, no calling up wasting time, being able to plan & purchase ASA's online.

"BUT! More importantly, had a chat with the consultant about the grief thay have been getting over this and she assured me that moves are afoot to bring back the ability to book (proper) JASAs online again. Soon".

Let us just hope Qantas will see its ways and stop this ridiculous impediment.

Yes! That would be peachy
I might have to retract my guess that it is impossible with the new booking engine.

 

[MEL_Traveller]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Prior to the removal of online availabilty of the 'classic level/cheap' JASA, there were instances of classic availability of J award, but no corresponding JASA.

Now, if there is classic availability online, can it be taken as read that a corresponding 'cheap' JASA will be able to be provided, via telephone?

previously I understood it to work as this... if there was a classic award available to a bronze member, it was bookable as a cheap ASA.

additional availability for elites did not necessarily correspond to the availability of a cheap ASA.

if what red roo is saying is correct... then it appears this is a huge improvement... as ANY availability, even for gold and platinum, can be turned into a cheap ASA (otherwise, shouldn't the agents be searching for classic availability at the bronze level?)

 

[lovestotravel]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

They may not be able to put them back on line. It may be that the new booking engine and ASAs (as we know them) are not compatible?

The new "website" was developed without marginal ASA's being loaded

It was designed in that way and won't be a fast fix, well, it won't ever be fixed as marginal ASA's will be gone in 10 weeks

It was probably an agent just trying to make you happy

 

[cjd600]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

previously I understood it to work as this... if there was a classic award available to a bronze member, it was bookable as a cheap ASA.

additional availability for elites did not necessarily correspond to the availability of a cheap ASA.

if what red roo is saying is correct... then it appears this is a huge improvement... as ANY availability, even for gold and platinum, can be turned into a cheap ASA (otherwise, shouldn't the agents be searching for classic availability at the bronze level?)

thanks....I never appreciated that my 'elite' PS was the reason i couldnt wrangle LAX-SYD J classics into a JASA!
but was pretty sure my wife's NB did reflect the same non-availability

Agree its better if,armed with classic availability, a cheap ASA can be forced by phone,all is good (just lose the 'fun' of playing around with different permutations of JASA's for hours at a time online.....)

 

[Newk]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

thanks....I never appreciated that my 'elite' PS was the reason i couldnt wrangle LAX-SYD J classics into a JASA!
but was pretty sure my wife's NB did reflect the same non-availability

Agree its better if,armed with classic availability, a cheap ASA can be forced by phone,all is good (just lose the 'fun' of playing around with different permutations of JASA's for hours at a time online.....)

Yes. I used to love seeing how close I could get to the magic "best" figure that they gave at the top of the page.
One time I watched an F flight to LAX at best cost, for two days, trying to think of a reason to go there.
It's just not quite the same now. But I'll shrug shoulders and try and move on.

 

[clifford]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

I may well not renew my Qantas Gold FF membership because of all this cough.

 

[kody]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Sent a complaint off at the start of the week basically just saying it was a shame to see the removal of the ASA online booking engine (at classic level) as I thought this was something that really made Qantas stand out from the rest. Received a call from Qantas today (which i sadly missed) and they left a message thanking me for my feedback one comment at the end i found interesting was "who knows one day in the future we may decide to change it back" god I hope so!!! Anyone else receive a call after providing feedback. I did feel it was a nice touch rather than a automated stock standard email reply. we can live in hope I guess

 

[Newk]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Sent a complaint off at the start of the week basically just saying it was a shame to see the removal of the ASA online booking engine (at classic level) as I thought this was something that really made Qantas stand out from the rest. Received a call from Qantas today (which i sadly missed) and they left a message thanking me for my feedback one comment at the end i found interesting was "who knows one day in the future we may decide to change it back" god I hope so!!! Anyone else receive a call after providing feedback. I did feel it was a nice touch rather than a automated stock standard email reply. we can live in hope I guess

You have nailed it. I am relatively new to this game but the ASA was/is an absolute standout in the FF universe. When I found the "how to book....at classic levels" I suddenly realised how poorly I'd been doing things until then.
And interesting feedback. Thanks for sharing.

 

[sumthinfornuthin]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Thanks to those who have taken the time and effort to provide feedback to our Frequent Flyer and Customer Care teams about the recent update to qantas.com. Should any responses not address your query, please reply back to the relevant team.

I can personally assure you that all comments are being noted and logged, however I would again like to remind you that ASAs can still be made online. It’s only the Classic Awards made as an Any Seat Awards that need to be called through.

Regarding the dedicated number, I have been involved with assisting our frontline teams with refresher training, and can answer some of your questions regarding this service.

By calling 1300 366 587, we’re taking some of the steps away (i.e. options of the general 13 13 13 menu). Your call is directed to the correct team, e.g. FFPL/FFPO/CLQF will be directed to the Premium Desk and all others to the first available consultant, prioritised by tier.

When calling, please continue to request "Classic Award to be booked as an Any Seat Award” to avoid confusion. However to assist with overall handling time, you can preview Classic Award seat availability online by selecting “Show Classic Awards Only”.

Don’t hesitate to reconfirm your tier status with the customer service agent to ensure you’re looking at the same availability options.

Yes, training is ongoing. Staff have again been reminded about waiving the booking fee for these particular Any Seat Award bookings.

Recent feedback has shown that this service is improving, and I hope this is your experience too.

thanks, hopefully it will be smoother but would save a lot of time effort if we could do these ourselves by 'surfing" anytime for ASA

 

[Newk]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Yes. I used to love seeing how close I could get to the magic "best" figure that they gave at the top of the page.
One time I watched an F flight to LAX at best cost, for two days, trying to think of a reason to go there.
It's just not quite the same now. But I'll shrug shoulders and try and move on.

I may have to modify my thoughts. I have had just as much fun tonight, while watching the cricket, playing around with the "show classic awards only" box ticked. That's good.

Now to see if I can work a trip around available awards AND get ASAs booked. That may not be so good.

But thanks to red roo for a few pointers here and there

Edit to add:
I have trouble with some colours and I find it hard to distinguish the colours of the seated passenger that represent the various classes. Anyone else have this problem?
As others I find it interesting that they have done all THIS and still have the ! fares.

 

[medhead]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Thank you for the ongoing feedback and support.

I can personally assure you that all comments are being noted and logged, however I would again like to remind you that ASAs can still be made online. .

In light of the definition of an any seat award in the T&Cs, the fact that they are not called any seat awards online suggests otherwise.

Also the fact that online booking have a fixed minimum of 5000 points and not a minimum aligned to the classic award minimum. This would suggest a significant change to any seat awards post 26 June and yet QFF members have not been notified of a change to the terms and conditions of the program.

 

[oz_mark]

Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April

Also the fact that online booking have a fixed minimum of 5000 points and not a minimum aligned to the classic award minimum. This would suggest a significant change to any seat awards post 26 June and yet QFF members have not been notified of a change to the terms and conditions of the program.

Change of the minimum points required in such a way is not really something that I would have thought was limiting to the member.