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

[markis10]

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

I just booked a SYD - MEL - SYD JASA within 5 minutes using the 1300 number, a seamless process.

The rep I spoke to seemed quite surprised when I asked for a U Class Any Seat Award and asked who told me to say that. Paid Points + Cash which was fine, but they specifically quoted me a booking fee. I was of the understanding that we weren't being charged booking fees for this process? Is this something I should be seeking a refund for? I was charged 36,000 points + $104.86 (including a $35 booking fee) for the transaction.

Short answer yes, no booking fee should be applied!

 

[lovestotravel]

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

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.

The matter of inconsistent customer service on the dedicated number is currently being addressed. We take customer service very seriously and the contact centre staff, including supervisors, are continually working to improve this aspect of our business.

To clarify, the dedicated number is directed to the first available consultant across 4 different Reservation teams. Platinum Frequent Flyer and Chairmans Lounge members will continue to be directed to the Premium Desk to maintain their priority. As Classic Awards can still be viewed online by selecting “Show Classic Awards Only” on the booking screen, you may wish to identify availability options prior to calling 1300 366 587 to minimise your time on the phone.

I absolutely appreciate the inconvenience to customers calling from overseas or outside the designated timings. I will continue to pass on your feedback, however due to the high volume of posts, I’m unable to respond individually.

LOL - So basically nothing will change, which is what was expected!

As nice as your feedback that "senior management" will be notfied regarding our concerns, it means absolutely nothing, as they are the ones who decided that marginal ASA's should be as hard to book as possible with a further review in 3 months.

I am sure most of us on here would have appreciated honesty from QF, instead of the spin and now having to call a desk during business hours explaining that in 3 months marginal ASA's would be removed would have been much more widely accepted

Thanks for trying though..........

 

[NM]

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

Stupidly called 13 13 13 instead of the Premium number today to book an ASA... The lady polietly told me to do book an Any Seat Award online. I explained that since the website refresh, this was not possible. She then proceeded to put me on hold and to check for herself.... I hung up
Obviously staff at Qantas have not been trained adequately in this new process.
Does anyone else get the feeling that we as AFF readers know more about the Qantas business than their own employees....
SIGH

But you CAN book an Any Seat Award on the new web site. So the agent was correct. It is only the specific case of Any Swat Awards that book into the Classic Award booking classes of X, Z, U and P that can only be booked over the phone. If you just ask for an ASA then you will not necessarily be getting the specific case of an ASA at Classic Award rates.

So use the right phone number and correct terminology and you may get a better result.

The term Any Seat Award (or xASA) does not refer solely to the cheap awards that book into the classic award buckets of X, Z, U, P. So when referring to the type that can only be booked over the phone (those that book into X, Z, U, P), we need to be specific and not use the generic term of ASA. QF used the term Marginal ASA, but I would not expect the reservations agents to know the meaning behind that term. If I was calling, I would not be just asking for an Any Seat Award, but would be saying something like "I would like to book an Any Seat Award booked into U class, which I believe can only be done over the phone and does not incur a booking assistance fee". And if the agent does not understand what I am requesting, I would ask them to check with their supervisor.

 

[Mr_Orange]

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

Es[ecially when you can buy a return for virtually the same cost at the right time

Not in J, you can't!!!

 

[vertisol]

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

Perhaps those who have had success in quick order could collaborate on a script for the rest of us to use so as not to confuse the reservations desk?

I like the idea of being able to use language that they will understand eg "U Class ASA please"..

Thoughts?

 

[RooFlyer]

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

<snip> QF used the term Marginal ASA, but I would not expect the reservations agents to know the meaning behind that term. <snip>.

but would be saying something like "I would like to book an Any Seat Award booked into U class, which I believe can only be done over the phone and does not incur a booking assistance fee".

May I ask why you wouldn't expect the Qantas reservation agents to know the meaning behind a term Qantas has explicitly introduced to book via phone reservation agents?

This is a rhetorical question on my part of course, and apologies if I irritate in asking it, but it just shows what an absurd, mickey mouse situation we have reached.

I appreciate your script / advice otherwise , notwithstanding that 2 days ago I called using much the same wording (but including the 'marginal Any Seat Award' words) and the phone operator asked why I wanted U class in particular and what did that mean in relation to marginal Any Seat Awards? After being put on hold 10 minutes while she checked about 'marginal any seat awards' I hung up.

As David Niven once said in a film:

"I shall yell tripe when tripe is served!"

TRIPE, Qantas you are serving TRIPE, from First Class to all the way down the back.

 

[Red Roo]

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

Great idea.

Apologies, the term “marginal” was used in the briefing and has taken on a life of its own. It will make the booking process and communication clearer between members and Qantas if this term is not used.

We have spoken to the contact centre and they are dedicated to making this process as smooth as possible for everyone. When calling, simply ask for a “Classic Award booked as an Any Seat Award”. We are continuing to educate agents to recognise that terminology and to be more comfortable with the booking process.

As always, I know you will continue to provide feedback but the contact centre is reporting that the process has been improving over the last week so we hope that trend continues as customers and staff get used to the new process.

Perhaps those who have had success in quick order could collaborate on a script for the rest of us to use so as not to confuse the reservations desk?

I like the idea of being able to use language that they will understand eg "U Class ASA please"..

Thoughts?

 

[will2rob]

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

Perhaps those who have had success in quick order could collaborate on a script for the rest of us to use so as not to confuse the reservations desk?

I like the idea of being able to use language that they will understand eg "U Class ASA please"..

Thoughts?

I said pretty much what NM suggested "I am booking an any seat award in fare class Uniform" Of the four consultants I have spoken to in the last two days:

One had NFI. He told me is was cheaper to book using points plus pay and told me the ASA was a paid fare converted to an ASA, not out of the award bucket!

Two had some knowledge, but admitted they hadn't done it before so were learning as they go.

One was au fait and knew straight away what I was after.

Two of the four have tried to tell me I was after a points plus pay but found what I was after after firm but polite insistence that I was after an ASA in business class in fare bucket U.

My tips: Either have your flights planned using expert flyer or just plan the booking using classic award availability on the Qantas website and print it out. Both JASAs I booked came out at the same points as the classic award with a co payment of $500 as opposed to around $150 for the equivalent classic award.

One thing I did learn from one booking consultant is that when you ring the "dedicated number" or even the premium desk, you get allocated the next available operator. If you are a plat you may still get one of the general booking teams as the calls overflow however, they know from the screen what your status is and answer accordingly. This might explain why some WPs have posted about variable experiences with the Premium operator. Qantas does this so premium customers are not waiting if the premium line is engaged. I suspect the number given to us is just the same as the general FF number. I seem to get the same selection options.

 

[awilcockson]

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

Great idea.

We have spoken to the contact centre and they are dedicated to making this process as smooth as possible for everyone. When calling, simply ask for a “Classic Award booked as an Any Seat Award”. We are continuing to educate agents to recognise that terminology and to be more comfortable with the booking process.

I have to ask ... what's the point of having a dedicated number for booking these fares, if it doesn't indicate to the operator exactly why the person is calling?

It seems more than a little unreasonable to expect the customer to have to use the magic phrase as well as ringing the magic number to get something that used to be available quite easily online. What about the poor sods who used to book these fares, but don't use AFF and therefore haven't found out about the magic phrase?

 

[oz_mark]

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

May I ask why you wouldn't expect the Qantas reservation agents to know the meaning behind a term Qantas has explicitly introduced to book via phone reservation agents?

This is a rhetorical question on my part of course, and apologies if I irritate in asking it, but it just shows what an absurd, mickey mouse situation we have reached.

From my reading, the term 'marginal' was one used internally to describe its financial characteristics. I am not sure they ever meant to call the products by that term. Indeed, the email I received, with the phone number in it, makes no mention of the word 'marginal', just that if I want to book in the relevant classes I have to call up.

 

[Red Roo]

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

One thing I did learn from one booking consultant is that when you ring the "dedicated number" or even the premium desk, you get allocated the next available operator. If you are a plat you may still get one of the general booking teams as the calls overflow however, they know from the screen what your status is and answer accordingly. This might explain why some WPs have posted about variable experiences with the Premium operator. Qantas does this so premium customers are not waiting if the premium line is engaged. I suspect the number given to us is just the same as the general FF number. I seem to get the same selection options.

Correct, your call will still receive priority in the queue based on your Status

 

[Red Roo]

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

I have to ask ... what's the point of having a dedicated number for booking these fares, if it doesn't indicate to the operator exactly why the person is calling?

It seems more than a little unreasonable to expect the customer to have to use the magic phrase as well as ringing the magic number to get something that used to be available quite easily online. What about the poor sods who used to book these fares, but don't use AFF and therefore haven't found out about the magic phrase?

Good point, however it is unlikely they will use the term "marginal" as well.
Clearly people will request bookings in a number of different ways, we will continue to support agents in understanding what members are trying to book and give them the best possible service.

 

[JohnM]

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

Apologies, the term “marginal” was used in the briefing and has taken on a life of its own.

A bit like 'enhanced', eh?

 

[RooFlyer]

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

Great idea.

Apologies, the term “marginal” was used in the briefing and has taken on a life of its own. It will make the booking process and communication clearer between members and Qantas if this term is not used.

We have spoken to the contact centre and they are dedicated to making this process as smooth as possible for everyone. When calling, simply ask for a “Classic Award booked as an Any Seat Award”. We are continuing to educate agents to recognise that terminology and to be more comfortable with the booking process.

As always, I know you will continue to provide feedback but the contact centre is reporting that the process has been improving over the last week so we hope that trend continues as customers and staff get used to the new process.

Sincere thanks for this, my strident criticism for the past week not withstanding.

But [redacted] why didn't it occur to your management to properly train the phone people BEFORE making the change?

Are the same Qantas management folks in charge of this debacle also in the management chain that overlooks QF's safety protocols, procedures and training? Because I hope they aren't happy for that to be done 'on the fly' (so to speak) like this episode has been.

 

[BD1959]

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

Sincere thanks for this, my strident criticism for the past week not withstanding.

But [redacted] why didn't it occur to your management to properly train the phone people BEFORE making the change?

Are the same Qantas management folks in charge of this debacle also in the management chain that overlooks QF's safety protocols, procedures and training? Because I hope they aren't happy for that to be done 'on the fly' (so to speak) like this episode has been.

I'm sure we all have stories of QF introducing new procedures/products which - quite obviously - the Staff have not been trained on, or if they have, the training has been so ineffective that it appears to the Customer that they have far greater knowledge than the staff, which cannot be good for Qantas.

My own personal experience was the first time I presented a PYOBP - the QFLink gate agent (who may have been the FA?) had no idea that she had to scan the barcode. Luckily, I'd either read about it on a forum or seen an online tutorial.

It really does make you wonder as to how QF are investing your revenue when they place the Training Requirement back on to you as a Customer.

Regards,

BD

 

[NM]

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

May I ask why you wouldn't expect the Qantas reservation agents to know the meaning behind a term Qantas has explicitly introduced to book via phone reservation agents?

I think (and its just my personal opinion) that the term "Marginal" was used by Qantas management to describe ASAs with a low cost recovery. I doubt its a term that would have filtered down to the front-line reservations agents, nor did I get the impression it is an office term used in marketing the Any Seat Award product. I doubt (but ave no evidence either way) that the training offered to telephone reservations agents includes the term Marginal ASA. Hence why I have suggested some specific wording that may help achieve the desired goal of making the type of ASA bookings that are of most interest to AFF members.

This is a rhetorical question on my part of course, and apologies if I irritate in asking it, but it just shows what an absurd, mickey mouse situation we have reached.

I understand how you have reached this conclusion.

I appreciate your script / advice otherwise , notwithstanding that 2 days ago I called using much the same wording (but including the 'marginal Any Seat Award' words) and the phone operator asked why I wanted U class in particular and what did that mean in relation to marginal Any Seat Awards? After being put on hold 10 minutes while she checked about 'marginal any seat awards' I hung up.

I am in no way trying to defend QF's position here. There was obviously a lack of preparation on QF's part, especially in the area of adequate preparation of the telephone reservation agents. Perhaps this was due to a lack of expected demand for such bookings or rushing the process, or just plain poor planning. But it does seem that Red Roo is taking this feedback back to the coal-face and hopefully that will result in the correct education and procedures being put into place. I am not suggesting this is a good way to introduce such changes, but it does seem to reflect what has happened.

So it will be interesting to note member's success rates in making these bookings over the coming days and see if Red Roo's feedback has actually resulted in any improvements.

 

[Princess Fiona]

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

Great idea.

Apologies, the term “marginal” was used in the briefing and has taken on a life of its own. It will make the booking process and communication clearer between members and Qantas if this term is not used.

We have spoken to the contact centre and they are dedicated to making this process as smooth as possible for everyone. When calling, simply ask for a “Classic Award booked as an Any Seat Award”. We are continuing to educate agents to recognise that terminology and to be more comfortable with the booking process.

As always, I know you will continue to provide feedback but the contact centre is reporting that the process has been improving over the last week so we hope that trend continues as customers and staff get used to the new process.

This is pretty much exactly what I said ( in reverse mind you) for a successful booking

"Success
Identified a P class and U class seat online HKG-SYD
Called 1300 366 587 as per the email
Keyed in QFF number and call was diverted to Platinum desk
Advised operator that I wanted to book ASA's at classic award rates plus taxes.
20 minutes later and seats are booked.
Email in the inbox, seat 1A reserved"

Can I patent it ?

 

[FrankC]

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

Is there some documentation that I can point the agent to regarding the waiving of the booking fee for booking an ASA at classic award? I thought it was in the fine print of the (infamous) email, but it wasn't

 

[awilcockson]

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

Is there some documentation that I can point the agent to regarding the waiving of the booking fee for booking an ASA at classic award? I thought it was in the fine print of the (infamous) email, but it wasn't

You're right, it's not in the original email, but I have it in the email I got in response to my negative feedback to the changes:

These Award bookings are available by calling 1300 366 587 (+61 2 8222 2430 from outside Australia) between the hours of 0900 and 1700 AEST Monday to Friday. The consultants will be happy to help.

The Award Assistance Fee will be waived for these bookings, and the booking channel will remain available while the future of these Awards is under review.

 

[FrankC]

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

You're right, it's not in the original email, but I have it in the email I got in response to my negative feedback to the changes:

Thanks - may be I need to send my own negative feedback and hopefully get a similar (copy and paste) email from Katie - as I have no idea on how to direct the agent to this page so they will waive the fee