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

[ALH]

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

Similar thing happened to me on Sunday, first agent I tried to book the ASA with came up with crazy price, hung up and called back to speak to someone else who told me the "U" fare was no longer there. I suspected that it had not been released from my initial call to the first agent so I decided to "milk" some time by talking about where the agent was located, whats the weather like and how I used to be able to book these on line... The 1 min chit chat worked and the "u" fare reappeared...

So the advice is to wait a few minutes when hanging up and trying again, you need to leave enough time for the fare bucket to return to availability...

My heart isn't really in it. This is the fourth attempt for this route. I'd buy the b***y J Seats but it's now $ 5,500 for those dates and I can't face Y even if it's just for a weekend. First world problems

 

[DC3]

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

... So I logged on and followed her prompts but I think she took me to the wrong place ...

There is a name for that place that you were taken to. It's called "being led down the garden path".

 

[eastwest101]

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

Print screen (Use the PRTSC Key) and paste (CTRL V) it into an imaging program... such as paint

Then attach to your post

And don't forget to scribble out any personal details that you do not want viewed on the internet like names ph numbers etc!!

 

[DC3]

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

My heart isn't really in it. This is the fourth attempt for this route. I'd buy the b***y J Seats but it's now $ 5,500 for those dates and I can't face Y even if it's just for a weekend. First world problems

And once again, what of all those bright and bubbly members who tell us in glowing terms how a delightful CSR (it's as though she is now their new second-best friend) had all of their bookings confirmed almost instantly, even before all of the details had been provided.

They are probably pretty sceptical of our painful, unpleasant, exasperating experiences that (will) never end.

 

[Limewood]

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

There is a name for that place that you were taken to. It's called "being led down the garden path".

Its actually called the ASA lottery, I mean, its only been "a few months" since they took the very popular ASA's off line as an enhancement, I guess now all at the Q phone desk will be trained up by Jan. 2014, but probably by then they won't be around anyway, so best of luck.

 

[Deleted User]

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

keep booking them... don't stop please...

The other thread has gone a little quiet, thats not what we want Q to see is it...:!:

 

[kevrosmith]

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

Many posters report being told that JASA's can still be booked on-line.
When I rang recently to change a booking, I mentioned to the very helpful and friendly Karen what a shame it is that we now have to ring in order to book. Not so she said, you can still book on line. It's a quiet time at the call centre she continued, if you have time and log into your account I can guide you on how it is done. So I logged on and followed her prompts but I think she took me to the wrong place. She did assure me that points & SC would be earned if I followed her instructions. Not wanting to cause any upset, I thanked Karen for all her help, said goodbye and hung up. If nothing else it explains why Q staff are confused.
Now if somebody can tell me how to insert a print screen (s) into a post I would be more than happy to show you where I was led.

Though keep in mind, we in this forum need to remember that what we call JASA's by default are a specific sub-set of Any Seat Awards... those booked into the U fare class (for J bookings anyway), and the term MASA (Marginal ASA) was born during that phone conference to generally reference those. Any Seat Awards *can* still be booked online... just not that ones *we* are usually looking for. Unless we are absolutely specific with a CSR, then there is the possibility for confusion.

There is also a tool called "Snipping Tool", available in at least Windows 7, perhaps earlier versions of Windows, which is very handy for taking screen shots or parts of screen shots. Of course, this doesn't help non-Windows users.

 

[legroom]

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

Many posters report being told that JASA's can still be booked on-line.
When I rang recently to change a booking, I mentioned to the very helpful and friendly Karen what a shame it is that we now have to ring in order to book. Not so she said, you can still book on line. It's a quiet time at the call centre she continued, if you have time and log into your account I can guide you on how it is done. So I logged on and followed her prompts but I think she took me to the wrong place. She did assure me that points & SC would be earned if I followed her instructions. Not wanting to cause any upset, I thanked Karen for all her help, said goodbye and hung up. If nothing else it explains why Q staff are confused.
Now if somebody can tell me how to insert a print screen (s) into a post I would be more than happy to show you where I was led.

Thanks, but ... I don't want to go there.

I heard this before too.

I just politely declined the offer and called back some min later.

This is the page I saved up to guide the hapless CSRs in case they need it.


"...

1. From 26 June 2013 Any Seat Award bookings made on Qantas marketed and operated in reservation classes X, Z, U or P cannot be made online at qantas.com. To make an Any Seat Award booking in these classes please call 1300 366 587 (dial in +61 2 8222 2430 from outside Australia). In most cases the points required for Any Seat Awards booked in these classes are higher than those required for a Classic Award in the same class of travel on the same flight....."

That way, we are not led somewhere else.

I am still waiting for Red Roo to modify that page to include the fee waiver.

Hello, Red Roo !!

 

[Limewood]

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

There is also a tool call "Snipping Tool", available in at least Windows 7, perhaps earlier versions of Windows, which is very handy for taking screen shots or parts of screen shots. Of course, this doesn't help non-Windows users.

Apple users can do a screen shot using command - shift - 4 then choose what it is and save to desktop.

I'm at a loss why Q operators are not trained in this method of booking, how hard is it to give each an A4 explaining how it works now.

While here on AFF we have a small proportion of ASA users, one just wonders how many other frustrated QFF ASA users are out there. Qantas had a big revamp of its booking engine recently (with all that wasted white space), but now they say its too hard bring back ASA's on line, had em before we want em back thank you.

Red Roo is out in the paddock tied to a fence, can't talk at moment it seems.

 

[ALH]

And once again, what of all those bright and bubbly members who tell us in glowing terms how a delightful CSR (it's as though she is now their new second-best friend) had all of their bookings confirmed almost instantly, even before all of the details had been provided.

They are probably pretty sceptical of our painful, unpleasant, exasperating experiences that (will) never end.

I know, and until it happens to them they will never believe that we've said the right thing / used the right phrase / smiled / said pretty please / bent over backwards. Sometime, somewhere in a previous life, I must have kicked a cat or something; because this just isn't working for me. I used to book around a dozen JASA's a year on-line (even though Qantas will try and tell us they weren't really that poplular). Since the enhancement, I haven't managed a single one. I can't even stomach searching for purchase fares. I miss the old days, sigh! Pretty pleased that I booked 2 FASA's to LHR the night before this all turned to .... <you know what>

Red Roo is out in the paddock tied to a fence, can't talk at moment it seems.

I can't blame Red Roo for staying quiet. Their position might be 'enhanced'!

keep booking them... don't stop please...

The other thread has gone a little quiet, thats not what we want Q to see is it...:!:

Our Qantas Company Travel has sure gone quiet in the past month. I wonder if they have noticed?

 

[Limewood]

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

Personally I think its a disgrace, taking away something that was there for years, so easy to use and plan while in view, knew exactly what the cost and points were in the blink of an eye and customers really liked it, nope its now a right royal mess, yet all we get is spin and more spin, and excellent member Red Roo who has helped so many here for a long time has been put out to pasture and had his paws tied it seems. Ah well looks like the battle for common ASA sense is lost and as some say lets move on.

 

[Red Roo]

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

I am still waiting for Red Roo to modify that page to include the fee waiver.

I share your frustrations with the ongoing inconsistent phone service, and agree that sufficient time has passed since the change in procedure for such bookings was introduced.

I can personally assure you that the direction to waive the booking fee most definitely appears on the internal guidelines. In fact, there's a separate cluecard linked to the main reference page dedicated to the booking of Any Seat Awards at Classic Awards rates, and it offers a step by step example of the necessary system entries required to waive the Award Assistance Fee.

It's fully understood what it means to our frequent and and most savvy customers that these bookings are no longer available online. Therefore we're keen to ensure the new booking process is as seamless as possible, and will continue our commitment to improving the service delivery of our frontline teams.

Once again, your patience is sincerely appreciated. As Steph suggested over lunch at Rockpool earlier this month, our priority is to ensure these bookings remain available to you into the future, even if not online. So please feel free to forward me any specific examples of where you've been incorrectly charged a booking fee, or a consultant/supervisor is unable to assist you (availability aside).

 

[Mattg]

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

As Steph suggested over lunch at Rockpool earlier this month, our priority is to ensure these bookings remain available to you into the future, even if not online. So please feel free to forward me any specific examples of where you've been incorrectly charged a booking fee, or a consultant/supervisor is unable to assist you (availability aside).

I appreciate you taking the time to address this but have one question: If it is a "priority" to ensure we can still book ASAs in the future, why remove the opportunity to do so on your website, where it is easiest for people to book them and where the vast majority of people would prefer?

 

[Deleted member]

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

I share your frustrations with the ongoing inconsistent phone service, and agree that sufficient time has passed since the change in procedure for such bookings was introduced.

I can personally assure you that the direction to waive the booking fee most definitely appears on the internal guidelines. In fact, there's a separate cluecard linked to the main reference page dedicated to the booking of Any Seat Awards at Classic Awards rates, and it offers a step by step example of the necessary system entries required to waive the Award Assistance Fee.

It's fully understood what it means to our frequent and and most savvy customers that these bookings are no longer available online. Therefore we're keen to ensure the new booking process is as seamless as possible, and will continue our commitment to improving the service delivery of our frontline teams.

Once again, your patience is sincerely appreciated. As Steph suggested over lunch at Rockpool earlier this month, our priority is to ensure these bookings remain available to you into the future, even if not online. So please feel free to forward me any specific examples of where you've been incorrectly charged a booking fee, or a consultant/supervisor is unable to assist you (availability aside).

There has still ( to my knowledge ) been no satisfactory explanation for the change , other than an "enhancement" which is a euphemism for we don't give a toss how we inconvenience our customers ( IMHO) .
So why not put it back, save time, aggravation and disharmony. And let the call centre deal with the less savvy irregular traveller. ............ Because the fact is. this is a way to eventually kill it off.
If someone can explain to me how this is better, more efficient and client focused I would appreciate it . Otherwise stop the nonsense and kill it off now.

 

[ALH]

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

I share your frustrations with the ongoing inconsistent phone service, and agree that sufficient time has passed since the change in procedure for such bookings was introduced.

I can personally assure you that the direction to waive the booking fee most definitely appears on the internal guidelines. In fact, there's a separate cluecard linked to the main reference page dedicated to the booking of Any Seat Awards at Classic Awards rates, and it offers a step by step example of the necessary system entries required to waive the Award Assistance Fee.

It's fully understood what it means to our frequent and and most savvy customers that these bookings are no longer available online. Therefore we're keen to ensure the new booking process is as seamless as possible, and will continue our commitment to improving the service delivery of our frontline teams.

Once again, your patience is sincerely appreciated. As Steph suggested over lunch at Rockpool earlier this month, our priority is to ensure these bookings remain available to you into the future, even if not online. So please feel free to forward me any specific examples of where you've been incorrectly charged a booking fee, or a consultant/supervisor is unable to assist you (availability aside).

I'm sorry, but to state "Therefore we're keen to ensure the new booking process is as seamless as possible, and will continue our commitment to improving the service delivery of our frontline teams", just does't gell. The person I spoke to (on the premium line) today had never heard of my request before, still insisted on things that weren't correct and was sarcastic when I mentioned the Right on Q 7740 as though I should never have been given this information. If Qantas are committed to improving the service delivery of frontline teams, shouldn't there be some uniformity in the knowledge and service by now?

 

[Deleted member]

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

I appreciate you taking the time to address this but have one question: If it is a "priority" to ensure we can still book ASAs in the future, why remove the opportunity to do so on your website, where it is easiest for people to book them and where the vast majority of people would prefer?

I would love to hear that answer too

 

[Red Roo]

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

I appreciate you taking the time to address this but have one question: If it is a "priority" to ensure we can still book ASAs in the future, why remove the opportunity to do so on your website, where it is easiest for people to book them and where the vast majority of people would prefer?

There has still ( to my knowledge ) been no satisfactory explanation for the change , other than an "enhancement" which is a euphemism for we don't give a toss how we inconvenience our customers ( IMHO) .
So why not put it back, save time, aggravation and disharmony. And let the call centre deal with the less savvy irregular traveller. ............ Because the fact is. this is a way to eventually kill it off.
If someone can explain to me how this is better, more efficient and client focused I would appreciate it . Otherwise stop the nonsense and kill it off now.

There are many benefits to the new system, and many customers have told us that they're very happy with it. While the inconvenience of creating these bookings is appreciated, our goal is offer our customers maximum opportunities to use their points, and we hope to share more exciting Frequent Flyer "firsts" with you soon.

 

[RooFlyer]

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

<snip> While the inconvenience of creating these bookings is appreciated, <snip>.

I assume you are referring to QF bean counters & management, "appreciating" that the phone system is difficult to use, and that the booking fee is being "accidently" charged, time and time again?

<snip> our goal is offer our customers maximum opportunities to use their points, and we hope to share more exciting Frequent Flyer "firsts" with you soon.

Please, oh, please, no more "firsts" like the current fiasco. I don't think I could stand the excitement.


STILL charging booking fees for these? Absolutely disgraceful.

 

[Ansett]

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

There are many benefits to the new system, and many customers have told us that they're very happy with it. While the inconvenience of creating these bookings is appreciated, our goal is offer our customers maximum opportunities to use their points, and we hope to share more exciting Frequent Flyer "firsts" with you soon.

Sorry to ask Red Roo but how many of these where Platinum, Platinum plus and Platinum1 Customers? How many where Bronze Silver and Gold?

 

[garybatz]

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

There are many benefits to the new system, and many customers have told us that they're very happy with it. While the inconvenience of creating these bookings is appreciated, our goal is offer our customers maximum opportunities to use their points, and we hope to share more exciting Frequent Flyer "firsts" with you soon.

Hi RR,

I understand the company line on this, but for me there is just no way that having to ring, wait & see if the CSR you happen to get knows their stuff, if they don't either trying to take them through it or hang up & ring again etc. etc. can ever be as client-friendly as the previous ability to happily search for myself online, including quickly searching various options or variations of flights.

The other thing I can't understand is how, in 2013, taking a task that your customers could do for themselves online & making it something that now occupies the time of your staff is either cost-effective or a forward-thinking business process. The whole world is heading online while QF chooses to go backwards.