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

[awilcockson]

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

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

When I rang to do my dummy booking, the operator informed me that there would be no service fee as this was the only way to book those fares. Perhaps call back and ask for a supervisor, this should not be something that is hard to rectify.

 

[whatmeworry]

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

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.

So Red Roo how much will this website and PR disaster cost Qantas?

 

[Red Roo]

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

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

The re training that has taken place should ensure that agents know that the fee is waived. Please do let me know if you run into any issues.

 

[awilcockson]

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

The re training that has taken place should ensure that agents know that the fee is waived. Please do let me know if you run into any issues.

There are a few people who have already posted in the thread to say that they have been charged the fee when booking these fares.

 

[RooFlyer]

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

There are a few people who have already posted in the thread to say that they have been charged the fee when booking these fares.

Ker-ching! Thank you! .... next!

 

[Red Roo]

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

There are a few people who have already posted in the thread to say that they have been charged the fee when booking these fares.

If this is the case then please contact Customer Care or the Frequent Flyer Service Centre. If the bookings are eligible they should be able to refund the fee.

 

[will2rob]

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

If this is the case then please contact Customer Care or the Frequent Flyer Service Centre. If the bookings are eligible they should be able to refund the fee.

I had the 3500 point service fee charged yesterday reversed today no problems. Booked another JASA for my wife today without a hitch. Have depleted my points substantially booking JASAs this week in the event that JASAs go the way of the dodo in 3 months time.

 

[otis]

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

Booked a return MEL-SYD-ASP JASA today.

The lady who took my call had just returned from leave and hadn't done one of these bookings before but worked through it with the assistance of a supervisor, was on the phone for less than 15 mins, no booking fee.

 

[Deleted member]

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

But where else will you take your business? As far as I can see, the only time anyone needs to call the dedicated number is if they want to book an ASA at a classic award points rate, and that is only desirable for people who want to earn SC and points on an award booking - otherwise just book the classic award on-line or use the Points+Pay if a classic award is not available for the flight you want. I am not aware of any other airline FF program that provides an on-line booking capability for award flights that earn FF points/miles and status credits/miles/points. So where else will you go to find this capability? If you know of one, please let everyone know so they can consider their options to similarly vote with their feet.

I have been booking AAdvantage awards for several years and have always made the bookings over the phone. I use various tools to locate the award availability and then pick up the phone to make the booking. While I would like to be able to do this on-line, its not difficult over the phone. And I normally make the call during USA business hours (but not always) because I am more likley to be able to complete the process in one call and not need to wait until the CSR can talk to someone in authority about a question that may arise.

So yes, there is a level of inconvenience for booking an ASA at classic award rates after last week's changes. We now have a few choices:

• Book the classic award for the lowest points and $$$ cost
• Book as an ASA on-line (albeit at non-classic award rates)
• Call the reservations centre to make the ASA booking at Classic Award rates over the phone

And hopefully Red Roo's feedback to the reservations call centre management will address the unacceptable issue of inconsistent customer service and agent knowledge about the booking of ASA awards at Classic Award points rates. To me, this is the biggest issue and legitimate source for complaints. If that process was working as planned, the angst here would be greatly reduced.

Where would I take my business?
I am not sure. In fairness I did qualify my post with a wait and see clause.
That could mean waiting another 12-18 months to see what happens

 

[Newk]

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

Just got off the phone to book a FASA and a JASA.
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

Not too stressful to be honest but it would be a lot less hassle to book online as before.
While I was on the phone I asked for a P release for the outbound JASA but sadly the computer said no

Thanks PF, I have just seen this thread....best net for 2 weeks thanks to Hilton Milan

you have given me hope. Mrs N and I have 7 figures of QFF points to burn in case ASAs disappear.
(sent from Milan, so we aren't struggling too much just yet)

 

[ketsuzei]

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

But where else will you take your business? (...) I am not aware of any other airline FF program that provides an on-line booking capability for award flights that earn FF points/miles and status credits/miles/points. So where else will you go to find this capability? (...)

its not difficult over the phone.

On the first point, I essentially agree that QF/QFF has had a unique feature. But once they get rid of that, I start to get much more sensitive to relative values of miles across different programs, and find QFF lacking in many if not most regards, especially once taxes and fuel charges are factored in.

On the second point, I'm both a non-native English speaker and hearing impaired. Which is never a problem when I try to book something online...

 

[sumthinfornuthin]

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

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.

But why is it then so hard compared to the old system that we could utilise at any time of the day or night compared to 9-5 as it is now. Okay if one is the Boss and has the time but "not happy Jan" if it is an employee doing it on Company time.

 

[Red Roo]

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

On the second point, I'm both a non-native English speaker and hearing impaired. Which is never a problem when I try to book something online...

We recognise and respect the needs of customers and do try to cater for those needs.
Here is some helpful information for the hearing impaired Deaf or Hearing Impaired | Qantas
Contact Centres also have a number of bi-lingual and multi-lingual staff who may be able to assist customers who require non-English speaking assistance.
It is however important to understand that the linguistic staff may not be on duty (there is no roster to cover 100% of languages 100% of the time).
In any case, we will do everything we can to assist when you call.

 

[RooFlyer]

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

We recognise and respect the needs of customers and do try to cater for those needs.
Here is some helpful information for the hearing impaired Deaf or Hearing Impaired | Qantas
Contact Centres also have a number of bi-lingual and multi-lingual staff who may be able to assist customers who require non-English speaking assistance.
It is however important to understand that the linguistic staff may not be on duty (there is no roster to cover 100% of languages 100% of the time).
In any case, we will do everything we can to assist when you call.

As opposed to the system we had 2 weeks ago where the people you describe could simply go about their business in their own time, in their own way (on line) without having to rely on 'special services' at certain (unadvertised) times.

Way to go.

Every day we discover a new absurd twist or inconvenience due to the recent changes.

 

[llee]

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

Hi,
Long time lurker and I appreciate all the tips that have been posted. After receiving my first ever DSC offer s
I decided to book my first JASA before the end of my membership year.
I called the 1300 number provided and the operator knew what I was talking about.
However she did give me a 5 minute spiel on how classic awards were cheaper and ASA's are for people
with a lot of points to burn requiring a specific flight. She was really promoting the classic awards but when
I told her I was doing it for the status credits she seemed to understand.
I booked a JASA SYD-MEL-CBR-SYD using the minimum points required for 48000 points and $336.
I'm not sure if this is reasonable or not..
She also tried to get me to pay the service fee but when I told her that on the website it states these bookings
don't incur a charge she waived it. I tried to use my gift voucher as a split payment as there wasn't enough credit
on it but she said they can't do this over the phone. Has anyone else had this experience?

 

[garybatz]

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

Had a very mixed experience this morning. Seats I was wanting were opening up today at 10.00 (MEL-SYD-LAX in June next year). I'm a Gold FF & paid up QC member so rang the QC number (131 131) at 9.30am to ask if they can do the check for JASAs. Consultant knew all about it, said yes no problem & to ring back if there was Classic availability & they could test JASA availability. Went online just after 10.00am, saw Classic availability, rang QC back. Different consultant, told me ASAs can only be booked online, wasn't interested when I queried this. Asked her to check with a supervisor, came back with the same answer. I gave up & booked the Classic seat so as not to miss out altogether. An hour later I rang the 1300 366 587 number & got a great consultant. Acknowledged the second QC consultant was wrong, worked through a long process to be able to quote me a JASA which was great value, then got my Classic booking converted to that JASA with no penalty for me. Same points & only $150 more in fees than the Classic. Overall very pleased with the final outcome but really unhappy at needing three calls & over an hour on the phone in total.

 

[Kangol]

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

Hi,
Long time lurker and I appreciate all the tips that have been posted. After receiving my first ever DSC offer s
I decided to book my first JASA before the end of my membership year.
I called the 1300 number provided and the operator knew what I was talking about.
However she did give me a 5 minute spiel on how classic awards were cheaper and ASA's are for people
with a lot of points to burn requiring a specific flight. She was really promoting the classic awards but when
I told her I was doing it for the status credits she seemed to understand.
I booked a JASA SYD-MEL-CBR-SYD using the minimum points required for 48000 points and $336.
I'm not sure if this is reasonable or not..
She also tried to get me to pay the service fee but when I told her that on the website it states these bookings
don't incur a charge she waived it. I tried to use my gift voucher as a split payment as there wasn't enough credit
on it but she said they can't do this over the phone. Has anyone else had this experience?

Gift vouchers have never been able to be used for ASA tickets:

Qantas Vouchers|Terms and Conditions

 

[awilcockson]

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

Overall very pleased with the final outcome but really unhappy at needing three calls & over an hour on the phone in total.

Well the first call wasn't absolutely necessary, and perhaps you should have called the ASA number on your second call rather than your first?

Note: I am not defending the new "process", just saying there's not much point complaining if you don't follow it and things don't work. If you follow the process and things don't work, then complain away

 

[garybatz]

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

Well the first call wasn't absolutely necessary, and perhaps you should have called the ASA number on your second call rather than your first?

Note: I am not defending the new "process", just saying there's not much point complaining if you don't follow it and things don't work. If you follow the process and things don't work, then complain away

I take your point Awil, I just thought I would check with the QC people first in case they could do the ASA check. Given I got a yes I think it was reasonable to call them back; if that first consultant had advised that it was best to use the 1300 number then I would have said no problem & gone straight to that. Given this experience I think I'll just stick with Classic awards in future anyway, even if QF sort out their internal communications you still run the risk of having someone else grab the available seat from the website while on the phone waiting to check on ASA availability. The last consultant told me there was only that one seat available for either ASA or Classic, so he put a hold on it while resolving my situation (he was an absolute gem IMHO)...

 

[ALH]

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

Thanks for the reply Red Roo.

Just a thought. To make this thread completely irrelevant, to lower the load on your call center teams, to make QF consistent across the board, to make things simpler in this day and age of technology and the internet, why not just switch back to being able to book these ASA's online, until the decision is made to scrap or not scrap them all together?

Warm Regards,

vec

I hit LIKE 20 times but it didn't seem to matter. What is wrong with computer technology these days?