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

[drdpr]

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

Clarification sought. I was assisting a work colleague (bronze) with a JASA SYD-PER return. When it came time to pay, the CSA said 3500pts or $35. As I was eavesdropping in to the conversation helping him though, I was waiving protest saying no. I explained to him they may try to charge due to lack of knowledge. CSA promptly said the waiver only applies for platinum members (I am). Is this right? I was reading through Q web site T&Cs but I couldn't find this clearly stated. Easiest way to answer this is to ask the experience of others doing ASAs via 1300#.

 

[medhead]

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

Clarification sought. I was assisting a work colleague (bronze) with a JASA SYD-PER return. When it came time to pay, the CSA said 3500pts or $35. As I was eavesdropping in to the conversation helping him though, I was waiving protest saying no. I explained to him they may try to charge due to lack of knowledge. CSA promptly said the waiver only applies for platinum members (I am). Is this right? I was reading through Q web site T&Cs but I couldn't find this clearly stated. Easiest way to answer this is to ask the experience of others doing ASAs via 1300#.

IT (the fee waiver) applies to the booking of these types of fares not the status level. the CSA is wrong. Ring back and ask for it to be reversed is my advice.

 

[timmitch]

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

It was in "U" and I asked if I could go via melb as it got to syd quicker. Classic Award was showing a via melb also.

 

[legroom]

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

Clarification sought. I was assisting a work colleague (bronze) with a JASA SYD-PER return. When it came time to pay, the CSA said 3500pts or $35. As I was eavesdropping in to the conversation helping him though, I was waiving protest saying no. I explained to him they may try to charge due to lack of knowledge. CSA promptly said the waiver only applies for platinum members (I am). Is this right? I was reading through Q web site T&Cs but I couldn't find this clearly stated. Easiest way to answer this is to ask the experience of others doing ASAs via 1300#.

With my 3rd MASA, they also tried to impose that fee (I'm a WP) but relented when I protested.

He then mumbled "you must know more about these sorts of fees as you're a Plat".

It showed the abysmal standard of some CSRs when it comes to MASA (?? only MASA) but that's something we had all experienced since June 26th.

 

[Deleted User]

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

Well for my two MASA bookings, it was pretty easy because of this wonderful forum, its pretty easy to get into the club when you know the right handshake / password / knock...

In both cases the CSR's knew I knew I had a lot of knowledge of how the system works (gained through AFF) and could talk them through exactly what I wanted, I'm sure both CSR's knew what I was doing, but did wonder that for some they "may" try to play the game and try and charge for the booking, or even try to steer them away from the ASA towards classic....

I did question both why they were removed off the website, and they both gave exactly the same answer, "it was too confusing to customers" followed by lots of fluffy excuses...

I'm looking forward to my next MASA booking, if I get an abysmal CSR , I shall educate them

 

[medhead]

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

I've already mentioned this up thread. But with my 2 phone ASA (PhASA?) the fee was not mentioned at all. I booked them both during the same phone call with the same CSA. The fee was charged on the first booking but not the second booking. When I noticed the fee I called back and said something like "I've just booked an ASA in U fare bucket and the phone assistance fee has been charged". That CSA said immediately "we're not supposed to charge that fee, what's the booking reference". Other than a thank you from me there was no further conversation - fee reversed.

Maybe it's one fee per phone call, but certainly there are CSAs who are well aware that the fee doesn't apply to these bookings. If not by training, how do they know?

 

[Deleted User]

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

no fee mentioned here either medhead... I did two Phasa's

 

[Danger]

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

I'm confused. When this type of award moved off the website and down to the other end of the phone line, we were given a specific number to call to make such bookings. Surely that would imply that those who answer that particular number know what they're on about. If people are having so much difficulty with the whole process, why the special number?

 

[serfty]

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

I'm confused. ...

No, you get a normal CSA based on your FF status - it's just the number being used should give a heads up to the CSA the call would be regarding mASA's.

It seems many CSA's pay no heed to whatever indication is provided.

 

[Newk]

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

Danger. The WPs get through to the premium desk. I don't know where the other callers end up.
But you are right. In neither case is there a match of skills with the alleged special phone number

 

[QF WP]

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

My understanding is the routing via the special phone number is for Management to assess the number of pax calling about mASA's so it gives them some actual statistics to use. I'd presume that they may even know how long the average call and be able to track other stats as well.

If I were in QF Management, that's what I'd be doing anyway...

 

[medhead]

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

Yeah, it's a separate phone number but not a separate call centre. Stats being collected about the number usage but calls going to the existing phone operators.

 

[JessicaTam]

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

Am I in syd on the 23rd? I'll have to check.

The Flounge!

 

[Blakegregory]

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

It seems persistance is the key! Called up this morning requesting the any seat award into a U class fare, the lady on the phone knew exactly what to do and came back with 24000 pts + $158 cash component (damn credit card fees). This is from KTA-PER, not neccesarily a long flight to be sitting in J but I am trying to get to Gold so its more of a status run haha.

 

[JohnPhelan]

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

Maybe it's one fee per phone call, but certainly there are CSAs who are well aware that the fee doesn't apply to these bookings. If not by training, how do they know?

I believe it's in the memo that went to call centre staff - but, of course, the correct implementation requires the CSAs to have read it properly and to understand it. Therein lies the problem - human error!

 

[medhead]

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

The Flounge!

how could I forget?

I now have nominal approval to stay in town.

 

[Ghostdunks]

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

it's just the number being used should give a heads up to the CSA the call would be regarding mASA's.

I don't even think this is happening, well I don't see any posts that indicate that there is any notification to the CSA that its about a mASA when calling in on that number. As far as I know, there is no real benefit(to us, the customers) to use that number if you're trying to book a mASA, other than maybe its being tracked by QFF to quantify the number of calls being about mASA.

 

[Mr_Orange]

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

I don't even think this is happening, well I don't see any posts that indicate that there is any notification to the CSA that its about a mASA when calling in on that number. As far as I know, there is no real benefit(to us, the customers) to use that number if you're trying to book a mASA, other than maybe its being tracked by QFF to quantify the number of calls being about mASA.

I haven't used the 1300 number at all. I'm abroad at the moment and cannot call '13' numbers. I need to call a fully qualified geographical number so have been using the number on the back of my FF card.

 

[medhead]

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

I haven't used the 1300 number at all. I'm abroad at the moment and cannot call '13' numbers. I need to call a fully qualified geographical number so have been using the number on the back of my FF card.

They have provided such a number:

o make an Any Seat Award booking in these classes please call 1300 366 587 (dial in +61 2 8222 2430 from outside Australia) between the hours of 0900 and 1700 AEST on Mondays to Fridays.

 

[legroom]

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

.......I'm looking forward to my next MASA booking, if I get an abysmal CSR , I shall educate them

Well intentioned, shintarox10x

Isn't that the (paid) job of Red Roo and his/her bosses ?

ACCC would have a field day looking into this practice of fee-on / fee-off depending on the particular CSRs.