Has anyone had success with the call-up "Marginal" xASA's?

[JessicaTam]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

Success.

I spoke with Sharnee (sp?) tonight. This was her first "ASA into U bucket" booking, but she had 'read the memo'. It took her a few moments to read the info on how to proceed and then off we went. I did prompt from time to time on how easy it used to be when accessible online!

I think she was quite excited at doing her first booking of this type. She did not need to refer to anyone, nor was I put on hold. Maybe 10 minutes all up.

Note: The reference card she used is known as "Right on Q" number 7740 which might help nudge those agents who aren't sure what to do. Also asking for an 'Any Seat Award booked into U class' is better than asking for 'Any Seat Award at Classic Award rate' as far as she was concerned.

MEL-SYD 16,000 $104.47 (classic rate: 16,000 $34.97)

Edit: I based my flight request on the QF website showing classic availability for the flight I wanted. Didn't even think to check EF.

 

[vertisol]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

I'm buoyed by everyone's apparent success yet completely deflated by my own 3 strikes.

 

[Ghostdunks]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

Friend,

When was the last time Red Roo asked for such a feedback ?

Please show us that post !

While not specifically asking to name names, apparently RR is keeping track of this thread and looking for feedback. Its not a stretch to say that given feedback between a) "IT DIDN'T WORK!!!" and b) "I SPOKE TO CSR JOE BLOGGS ABOUT BOOKING AN ASA AT CLASSIC RATES AND HE DIDN'T KNOW HOW TO DO IT", that B would ultimately be more useful to figure out where the breakdown in training is, and who still needs it.

Having done tech support for many many years, I appreciate the detail given when someone calls up or raises a defect just saying "It doesn't work!!". Without any detail in it stating exactly what the person was trying to do or what occurred exactly, it might as well be a fart in the wind because that's about as useful. As they say, "help me help you".

As promised, many of you would have seen that I've been monitoring feedback on this, and related threads regarding the updated qantas.com system. Your comments and experiences have been noted with the relevant teams, both on the front line and with senior management...<BLAH BLAH BLAH>.....I will continue to pass on your feedback

Please do let me know if you run into any issues.

 

[Limewood]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

As this ASA fiasco went on and to see the frustrations of so many I for one did say how hard is it to give each QFF operator a sheet of A4 with the details, apparently someone listened.

I see this online ASA removal as a huge waste in human resources now, a waste of customers time. Stop putting customers through the ringer, its simply not good responsible corp behaviour IMO.

 

[Newk]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

Be careful what you wish for. One way of fixing the problem would be to stop offering ASAs altogether

 

[JessicaTam]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

As this ASA fiasco went on and to see the frustrations of so many I for one did say how hard is it to give each QFF operator a sheet of A4 with the details, apparently someone listened.

I see this online ASA removal as a huge waste in human resources now, a waste of customers time. Stop putting customers through the ringer, its simply not good responsible corp behaviour IMO.

Apparently "Right on Q 7740" was distributed when the changes were made. I expect that the email/memo advising of the new work practice may have been missed by many. That's why I suggest prompting the agent to check the cue card number for details.

Based on this thread, it seems that the agents are not getting too many calls for these bookings, so there may be:

a) No big perceived need for MASAs so cut them completely, or
b) Only a minimal drain on resources booking them so keep them off the website and they will fade away.

 

[will2rob]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

is there a "spreadsheet" with recent success info re MASA's that we can refer too and add too...? ie point burn and taxes paid...?

If this helps, I have modified this from a spreadsheet I keep. I didn't keep a record of the classic cash component or the consultants at the time of booking, but all of the MASAs I have booked have the same point cost. Happy for the mods to sticky it somewhere or modify it, but I couldn't work out how to insert it into this post. Here is a link:

https://www.dropbox.com/s/kkiuv0zne1xwna2/MASA Spreadsheet.xlsx

 

[Ghostdunks]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

Apparently "Right on Q 7740" was distributed when the changes were made. I expect that the email/memo advising of the new work practice may have been missed by many. That's why I suggest prompting the agent to check the cue card number for details.

Truly a sad state of affairs when we(the customers) have to prompt them(customer service representatives) on which memo to look up in order to perform a certain task.....again...very "poor" training(edited myself so as to not get edited by moderators about my use of language this time!)

Reminds me of the time when I brought my car into the dealership to get something fixed, and mentioned a service bulletin that had been mentioned on a car forum, and they were like, hmm, thanks for bringing this to our attention, we didn't even realise there was a service bulletin out for this issue.

 

[Mr_Orange]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

EDIT: how about points per SC (PPS) divided by the cash component converted into % ?

Same PPS but higher cash would then give you a lower 'MASA' score.

For example, 290 PPS / $500 (58%) is poorer value than 290 PPS / $300 (96%)

I like the idea of this, but my recent booking ends up with 135%. Does this make sense?

(48,000pts/120SC) / $295 = 135%

 

[RooFlyer]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

Truly a sad state of affairs when we(the customers) have to prompt them(customer service representatives) on which memo to look up in order to perform a certain task.....again...very "poor" training(edited myself so as to not get edited by moderators about my use of language this time!)

Reminds me of the time when I brought my car into the dealership to get something fixed, and mentioned a service bulletin that had been mentioned on a car forum, and they were like, hmm, thanks for bringing this to our attention, we didn't even realise there was a service bulletin out for this issue.

No, no, no. It's not "poor training" I (and others) suggest, it's deliberate under-training by QF management. A policy of slow strangulation of MASAs, abetted by WHOOPS! sorry, did we skip telling the phone agents how to book these things so you got discouraged and didn't bother? Gee sorry, we canned them because so few were being booked.

Our bad.

Ker-ching $$$. Alan banks bonus for meeting profit KPI.

 

[legroom]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

Truly a sad state of affairs when we(the customers) have to prompt them(customer service representatives) on which memo to look up in order to perform a certain task.....again...very "poor" training(edited myself so as to not get edited by moderators about my use of language this time!)

Reminds me of the time when I brought my car into the dealership to get something fixed, and mentioned a service bulletin that had been mentioned on a car forum, and they were like, hmm, thanks for bringing this to our attention, we didn't even realise there was a service bulletin out for this issue.

That's why I have been so skeptical of the call for "feedbacks to Red Roo".

In an ordinary course of events, what you suggested earlier was correct and eminently sensible; However, what we are seeing here is not ordinary.

QF is strangling MASA slowly and instead of allowing us to do it with dignity - online - until its last day, they are forcing us through the hoops of inconsistency and, from some members' report, outright insolence from its CSRs.

 

[Ansett]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

I like the idea of this, but my recent booking ends up with 135%. Does this make sense?

(48,000pts/120SC) / $295 = 135%

Where was the trip to from as it does look slightly off. Have you used the full amount of Status Credit Earned?

 

[legroom]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

I like the idea of this, but my recent booking ends up with 135%. Does this make sense?

(48,000pts/120SC) / $295 = 135%

Mate, it is a work in progress.

Let us all sleep on it to work out a MASA score together

 

[Mr_Orange]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

where was the trip to from as it does look slightly off. Have you used the full amount of status credit earned?

bne-mel-bne.

 

[Blakegregory]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

Tried again today with a CSR who had not done it before but was willing to give it a go. Still got quoted 40000 + $319 taxes. Was also told that with an any seat award they cant adjust the amount of points? They informed me that the reason they took it off the website was because no one uses it haha.

 

[Ghostdunks]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

No, no, no. It's not "poor training" I (and others) suggest, it's deliberate under-training by QF management. A policy of slow strangulation of MASAs, abetted by WHOOPS! sorry, did we skip telling the phone agents how to book these things so you got discouraged and didn't bother? Gee sorry, we canned them because so few were being booked.

That's why I have been so skeptical of the call for "feedbacks to Red Roo".

In an ordinary course of events, what you suggested earlier was correct and eminently sensible; However, what we are seeing here is not ordinary.

QF is strangling MASA slowly and instead of allowing us to do it with dignity - online - until its last day, they are forcing us through the hoops of inconsistency and, from some members' report, outright insolence from its CSRs.

Don't get me wrong, its not as if I don't suspect something along those lines is happening(and thought so from the first time they announced it), its just that without confirmation it is actually happening like that(and I doubt it'll ever be confirmed), then I'm trying to think that QF is trying to do the right thing(and making a balls up of it -> see priority boarding for similar results), and just failing dismally because of their implementation of it.

What can I say, I'm taking the optimistic view that MASA's won't be phased out(although it likely is...), and if so, at least trying to help them see where and how their employees are missing some required training rather than just screaming blue murder saying its not working without enough information to do anything about it. Perhaps it'll all be in vain, perhaps not, at least we can say we tried to help you(QF) figure out where the issue is, and you still ballsed it up.

 

[markis10]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

What can I say, I'm taking the optimistic view that MASA's won't be phased out(although it likely is...), and if so, at least trying to help them see where and how their employees are missing some required training rather than just screaming blue murder saying its not working without enough information to do anything about it. Perhaps it'll all be in vain, perhaps not, at least we can say we tried to help you(QF) figure out where the issue is, and you still ballsed it up.

Given the track record of the OP its a very optimistic view.

 

[Ghostdunks]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

Given the track record of the OP its a very optimistic view.

Agreed. Alas, sometimes I live in fairy land.

Although now that the OP has been proven right eventually, its good to see all the trolls bullying and vilifying the OP for incorrect information have disappeared...Given that the OP was finally proven right, there were still statements saying that his previous info was incorrect which I don't understand. From what I can see, the OP had information, divulged it, looks like QF didn't implement it straightaway and postponed it till it finally came through, and people were still saying he got it wrong which I think is ridiculous. The fact that it was proven true at last still makes me give more credence to his initial post than anyone else vilifying him.

 

[ketsuzei]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

I've had three successes (and no failures) over the past few days. The extension of availability beyond standard business hours has been very helpful in that regard.

In each case I started out with the "U fare bucket" line, and that worked well the first two times.

Third time around that didn't work, so I switched to the "Any Seat Award at Classic Award level" approach. I was then asked "Well which do you want, an Any Seat Award or a Classic Award?"

Then I said "I want the type of Any Seat Award that can't be booked online anymore", and that did the trick.

No major dramas, but the three calls probably took a total of an hour all up.

 

[anchew]

re: Has anyone had success with the call-up method for "Marginal" xASA's?

Then I said "I want the type of Any Seat Award that can't be booked online anymore", and that did the trick.

Love it!!!!