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?

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.

How many are 'many'? Who are they? What are their names? Perhaps if just one of these many happy customers would come forward, I might not disregard this as B*****t SPIN​. Sorry. I don't believe there are any customers who have stated they are happy with the new system

 

[Deleted User]

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).

Thanks for your post Red Roo, its a real shame that this has made so many of us upset, but I am encouraged to hear from you that you are listening and trying to make this easier for us all. I am of the opinion where I understand that changes "happen" and while it is hard to accept the removal of the MASA's online, I will continue to work with the system and hopefully we, (Qantas & myself) can work it out together. All I ask from the Qantas call center staff is to be professional and not rude, when I call up with my requests. I encourage your call center team to listen to some of us here from AFF calling them, they have much to gain from the experience.

Having booked a total of 3 MASA's, with many many more planned in the near future, I hope that my most recent bad experience is not often repeated... Having to make 2 calls for one booking is not good, but hopefully the first customer agent might now look into how to book these now, even though I could not complete the booking with them this time.

Once again Red Roo, appreciate your continued interest and participation in AFF, and I look forward to a smoother booking process i the near future.

Shintaro10x

 

[eastwest101]

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.

Kudos to Red Roo on this masterful command of the corporate line, I appreciate that they are obliged to toe the company line but that statement is simply masterful in its sense of internal logic/spin doctoring/half truth.....

Its masterful because you could almost implement any change at all and the argument would be the same.

For all future Public Relations gaduates at uni - thats how its done!!!

 

[suparockin]

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

I've trawled the site, gone through lots of threads and I can't work out what this MASA stuff is and why you would rather book one other than 'it's cheaper'?

Any Seat Award - you can pay with points and cash, you get SC's
Classic Awards - you can pay with points only, no SC's

Marginal Seat Award - you can pay with points and cash?

Am I missing something? This is very confusing.

 

[Deleted User]

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

I've trawled the site, gone through lots of threads and I can't work out what this MASA stuff is and why you would rather book one other than 'it's cheaper'?

Any Seat Award - you can pay with points and cash, you get SC's
Classic Awards - you can pay with points only, no SC's

Marginal Seat Award - you can pay with points and cash?

Am I missing something? This is very confusing.

Its quite simple really

MASA Booked on Sunday = Sept 2013 | Business | ADL > PER > ADL | 72k points | 462.72 + $7.00 (Travel OCT 2013) | 1x Pax

ASA (Points + Pay) Quoted Today Online = Sept 2013 | Business | ADL > PER > ADL | 72k points | $1976.00 + $7.00 (Travel OCT 2013) | 1x Pax
(or All inclusive points amount: 308,100 QFF)

Which one would you like to book...?

 

[suparockin]

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

Its quite simple really

MASA = Sept 2013 | Business | ADL > PER > ADL | 72k points | 462.72 + $7.00 (Travel OCT 2013) | 1x Pax

ASA (Points + Pay) = Sept 2013 | Business | ADL > PER > ADL | 72k points | $1976.00 + $7.00 (Travel OCT 2013) | 1x Pax

Which one would you like to book...?

But then why don't they just reduce the cost for ASA ?

Seems crazy and pointless (pardon the ironic pun).

 

[serfty]

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

But then why don't they just reduce the cost for ASA ?

Seems crazy and pointless (pardon the ironic pun).

See this (now redundant) thread:

http://www.australianfrequentflyer....nt-flyer-program/now-gone-how-do-i-29610.html

Also, this post gives some specific example of what was available online and now needs to be booked via 'phone:

I've updated my original post with the best domestic JASA sc runs that I can find using points or points plus cash. I've added the Gold Coast in too as there are a couple of options from there now.
The main changes have been to alter the points and change some of itineraries where the transit airport has altered or there's an alternative transit point. Also, some of the routes can now be achieved on a day trip that couldn't have been before.

Please point out any better options if you know of them so that we can keep this relatively current.
The original post can be found here:
http://www.australianfrequentflyer....tus-run-options-quick-35258-4.html#post603790

Adelaide
ADL-xBNE-TSV = 120 SC for 38706 points or 323 points/SC (day return not possible in this direction but TSV-xBNE-ADL outbound is possible)
ADL-xSYD-CBR = 100SC for 36014 points or 360 points/SC (day return possible) (Thx - ferni)
ADL-xSYD-OOL = 100SC for 38179 points or 382 points/SC (day return possible)

Brisbane
BNE-MEL-PER-KTA = 200 SC for 54775 pts or 274 points/SC (very limited days availability - Markis10) (13/01/2013 - couldn't find any flights to get latest figures)
BNE-ADL-PER-KTA = 200 SC for 58503 pts or 293 points/SC (overnight in KTA required)

Canberra
CBR-xSYD-HBA = 100 SC for 30433 points or 304 points/SC
CBR-xMEL-xPER-KTA = 180 SC for 58513 points or 325 points/SC (overnight in KTA required)

Darwin
DRW-xBNE-TSV = 140 SC for 40092 points or 286 points/SC (return – overnight required but not TSV-xBNE-DRW)

Gold Coast
OOL-xSYD-xMEL-HBA = 120 SC for 40865 points or 341 points/SC (return - overnight required)
OOL-xSYD-ADL = 100 SC for 37957 points or 380 points/SC (return – overnight required but not ADL-xSYD-OOL)
OOL-xSYD-CBR = 80 SC for 30531 points or 382 points/SC (return – overnight required but not CBR-xSYD-OOL)

Hobart
HBA-xSYD-CBR = 100 SC for 30433 points or 304 points/SC (day return possible)
HBA-xMEL-xPER-KTA = 180 SC for 56773 points or 315 points/SC (red-eye back possible for a few points more)
HBA-xMEL-xSYD-OOL = 120 SC for 40865 points or 341 points/SC (return - overnight required)
HBA-xSYD-xBNE-TSV = 160 SC for 55901 points or 349 points/SC (return - overnight required)

Melbourne
MEL-xSYD-ASP = 120 SC for 39466 points or 329 points/SC (day return possible) (Thx - Awesom Andy)
MEL-xPER-KTA = 140 SC for 53408 points or 381 points/SC (day return possible)
MEL-xPER-BME = 140 SC for 53797 points or 384 points/SC (day return possible)
MEL-xPER-ZNE = 140 SC for 54431 points or 389 points/SC (day return possible)

FWIW, one I have booked several times was: AKL-xMEL/BNE/SYD-LAX r/t for 168K points and an average of NZD700, earning 520 SC's and (as a WP) 48K points for a net 120K cost in points. Contrast that with a classic MEL/BNE/SYD-LAX r/t for 192K points and ~$1400.

 

[suparockin]

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

Thanks Serfty,

So in essence, the only difference between a regular ASA booked through the website and a MASA booked on the phone is that it's (totally inexplicably) cheaper in the amount of cash you have to pony up.

Seems stupid and complicated for no good reason other than to trick some people to pay more when they don't know about this option.

 

[Newk]

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

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. >

please be reassured that ::I:: believe you

 

[Newk]

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

How many are 'many'? Who are they? What are their names? Perhaps if just one of these many happy customers would come forward, I might not disregard this as B*****t SPIN​. Sorry. I don't believe there are any customers who have stated they are happy with the new system

I have made a couple of "happy" posts, when I have made bookings in a few short minutes with a minimum of fuss*. So I may be one of the guilty ones
Also I am "happy" that these fares are still available, albeit in a somewhat tedious way.
I did prefer them on-line.
But overall, let's lay off red roo a tiny bit here. IMHO he/she is making the best of a bad lot that has been served up by other parts of the organisation.

*I can confirm that I do believe that others have trouble at times. (I reckon the best tactic is to say "thanks, but no thanks" the very second that it is clear that the CSO cannot or will not do it)

 

[MartinO]

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

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.

People should heed this message about the assistance fee. The issue is not about the agent charging it, the issue is to make sure they actively waive the fee.

 

[eastwest101]

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

..But overall, let's lay off red roo a tiny bit here. IMHO he/she is making the best of a bad lot that has been served up by other parts of the organisation.

*I can confirm that I do believe that others have trouble at times. (I reckon the best tactic is to say "thanks, but no thanks" ...)

Totally correct - if the various parts of the QF business had actually communicated to each other and planned changes properly then Red Roo might have an easier job to do! Seems like the customer focused people need to be involved in the decision making and not just be the last to find out when sent out to try to clear up the mess made by other peoples incompetence. Just seems to be symptomatic of a company that can talk the talk but not walk the walk when it comes to customer service, this is in no way unique to Qantas....

Agree with your second point too - no point in being rude or impolite to particular people in the QF call centre - its not all their fault that some of the training and the inherent complexities in the QFF scheme have resulted in inconsistent customer service. But it does sort of point back to the main advantages of having customers shop and buy with you online - its convenient, less costly, usually reliable, consistent etc etc

 

[Flying Fox]

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

Can people pls confirm what classes ASAs are booked into?

My understanding is -

First = P
Business = U
PE = ?
Economy = ?

Thanks

 

[ALH]

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

But overall, let's lay off red roo a tiny bit here. IMHO he/she is making the best of a bad lot that has been served up by other parts of the organisation.

*I can confirm that I do believe that others have trouble at times. (I reckon the best tactic is to say "thanks, but no thanks" the very second that it is clear that the CSO cannot or will not do it)

I agree. Not Red Roo's fault and they are probably given the script by Qantas. I will never be rude to the Qantas staff (or anyone in a call centre), even though I've tried to make these bookings 4 times. Each time I've been given a different story and different price. 2nd call today I really thought it was going to happen and then the price nearly quadrupled once I gave the go ahead.

 

[serfty]

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

Can people pls confirm what classes ASAs are booked into?

My understanding is -

First = P
Business = U
PE = ?
Economy = ?

Thanks

PE=Z, Econ=X

 

[AstroDamo]

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

Hmmm, some mild success.

Rang up this morning asking for a Marginal Any Seat Award, she questioned this I said an Any Seat Award that books into U class, still stumped she just asked so you want an Any Seat Award. Well I guess yes I do so started going through with her Mt Isa to Sydney with the dates in business class she came back and at this point I knew she had it wrong, came back with a light from Mt Isa to Sydney via BNE with a layover of only an hour, having previously looked up the classic I knew the best I could do was a 5 hour layover. So I said that it must be wrong and she again what I was trying to do I stated the Any Seat Award but booked at the Classic award levels (now desperate to try any terminology to make it click) She said well yes classic would be better and cheap I can look those up, I told her no I want it to be an Any seat award so would earn points and status credits.

She then asked me how many points I was expecting it to cost, I said having remembered from the Virgin Spreadsheet 24,000 when lowered down and approximately $150 last time I did one of these before they removed them from the website. She then asked to put me on hold while she had a look, I was on hold for a while and I assumed she must of been speaking to a supervisor at least this is what I was hoping she took me off hold for a second and asked which date was it again and I gave it too her then back on hold. This point I assumed that she was now looking at the correct process and hence needed the date again.

She came back and said I've got those flights for you at 24,000 and $191. Does that sound about right, I said yeah they've probably just gone up a little since last time and then we went ahead to booking I checked that there was no service fee and she stated that's credits, went through credit card details and all booked. Now one more person in the call center knows about this.

Anyway so yeah ISA-BNE-SYD 24,000 $191 100 status credits in business. And I'm so glad I don't plan to do another one of these for quite a while because it's getting quite irritating, Hoping that the next time I look at it they may be restored to the website. But we shall see.

 

[Limewood]

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

Q can put whatever spin they like on it but its an online world, definitely not a call up by phone world, been a huge backward step as said by many.

 

[Deleted User]

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

Q can put whatever spin they like on it but its an online world, definitely not a call up by phone world, been a huge backward step as said by many.

True, but strangely its been nice to call up and talk to CSA's since this change... Before June 26th it was rare of me to call, pretty much most of my bookings with Qantas now require a phone call, Red Roo it is now taking more of my time (life) to book so please understand that this is not the best situation for me so I'm really expecting things to change as promised in your post yesterday, training, training & more training. Other than this it may also be useful for a reference number being provided when calling the ASA hotline number, that way we can report back to you on which CSA's need more training.

Now off to look for some more MASA's...pretty soon I will have remembered the hotline number

 

[flyingfan]

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

Just booked my first JASA post the new booking engine. I had my intended flights (MEL-ADL-MEL) in front of me as well as the AFF ASA threads at the ready, raring to quote 7740.

I got CSA Annie in Brisbane and asked for "an Any Seat Award in U class" and she was right onto it. She didn't make one wrong move the whole time, apart from entering my credit card details incorrectly. I paid 32,000 points + $218.76 From the time I rang to when it was answered (including keying in my FF#) took three minutes, and the booking took another nine minutes.

The CSA knew not to charge a booking fee before I even asked, knowing I couldn't book it online. I asked her how many of these bookings she'd done and she said three so far this evening, after hardly getting any. She said she and her colleagues might otherwise do a couple a week. I bemoaned the lack of online access but she said this way she got to talk to us

So a JASA success story - nice one Qantas.

 

[Deleted member]

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.

Let's hope you are right. And that one day we don't have to dredge this thread up and say " I told you so" because I am deeply suspicious of motive when something was not broken and management decides it must be fixed.
I suspect however it will all end in tears.