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

[sumthinfornuthin]

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 geat 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.

And possibly would only have taken 15 minutes ON LINE doing it yourself pre June 26th !

 

[garybatz]

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

And possibly would only have taken 15 minutes ON LINE doing it yourself pre June 26th !

Exactly right sumthin, it's hard to see how this is a more efficient process for QF either. How much staff time is taken up doing something that we used to do ourselves? I tend to agree with the earlier comments about this being the start of a process to end ASAs altogether; if so would rather QF just say so and implement it.

 

[legroom]

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

....... 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....... over an hour on the phone in total.

While I am glad you got what you were after in the end, your (and multiple others') experience of being told something completely untrue [MASA could only be booked online] is such a poor reflection on Qantas' staff training processes.

How difficult is it to explain & educate the call centre staff in this matter, considering it has been released onto the public for about one week already ?

Red Roo, what actions, if any, would be on the inbox of that "consultant" and her/his supervisor ?

I'd suspect nothing much there. "We are trying very hard" I heard you said.

All talk .... but no responsibility at all !

One hour in the middle of a working day, that is not easy to spare.

 

[whatmeworry]

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

Just makes you think the about the real rationale of removing affordable ASA's? I guess QF didn't want to show the wider public the low cost of them!

 

[llee]

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

Of course, should have read the T &C's thanks Kangol.

 

[turtlemichael]

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

Success. Just booked ASA HKG-MEL-BNE-CNS in J for 50K points plus co-dollars the same as previously. I used the special designated number and followed the "script". I was maybe fortunate to get an enthusiastic operator who listened to what I said, after she initially quoted me 84K points (the classic award amount), and went away and spoke to her supervisor and ticketing. All up 20 minutes so I'm happy and relieved.

Edit: I think it helps to know flights, booking codes etc

 

[blessed11]

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

I called this morning, followed the 'script' and requested SYD - BNE return in J. Operator came back and quoted 48k points + $287. I told him it's usually 32k points. I've checked and there is plenty of classic award availability for the flights I am requesting. Will need to call back again and hopefully get an operator who understands.

( On a positive note (and OT), I also called this morning and booked 2 tickets SYD - LAX - SYD in F (P). Tried to ask to book as an ASA, however the operator came back with 1.4mil points per passenger. )

 

[chrispy3276]

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

Thanks to advice given in this thread Red Roo, I've now had a refund processed of the booking fee.

Rang through to the Frequent Flyer centre, the rep who I spoke to was completely unaware of the changes, and neither was the supervisor at first. I was required to specifically mention AFF and Red Roo before a refund was issued. The agent also advised that 'if there is an error and you can't make particular bookings through Qantas.com to let them know when you book so you don't get charged the fee'. I suspect both staff were unaware of the changes, but after about 20 minutes on the phone, got the end result I was looking for.

 

[Nizar]

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

I was required to specifically mention AFF and Red Roo before a refund was issued.

Really lol wow who would have thought

 

[blessed11]

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

I called this morning, followed the 'script' and requested SYD - BNE return in J. Operator came back and quoted 48k points + $287. I told him it's usually 32k points. I've checked and there is plenty of classic award availability for the flights I am requesting. Will need to call back again and hopefully get an operator who understands.

( On a positive note (and OT), I also called this morning and booked 2 tickets SYD - LAX - SYD in F (P). Tried to ask to book as Classic award, however the operator came back with 1.4mil points per passenger. )

Called again. Spoke to a rep who was across the changes. Got my ASA SYD-BNE-SYD booked for 32k points and $209.

 

[verduzzo]

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.

Thanks for the feedback Red Roo, but still after two attempts with two different team members trying to book a MASA, I have had nil success.
Despite using the terminology you have outlined above, I was laughingly told by both reps that ASA's and Classic Awards were two separate things and never the twain shall meet...

You could tell that both staff members, whilst polite, were thinking- who is this moron on the end of the line getting confused between ASA's / Classic Awards? I'm sure they all had a good chuckle in the tea room after my calls...

 

[kevrosmith]

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

Thanks for the feedback Red Roo, but still after two attempts with two different team members trying to book a MASA, I have had nil success.
Despite using the terminology you have outlined above, I was laughingly told by both reps that ASA's and Classic Awards were two separate things and never the twain shall meet...

You could tell that both staff members, whilst polite, were thinking- who is this moron on the end of the line getting confused between ASA's / Classic Awards? I'm sure they all had a good chuckle in the tea room after my calls...

A friend of mine, while eventually having success, also struggled to have team members correctly process his request. It was only due to the information I provided him, gleaned from this thread, and his insistence through a number of attempts that he was finally able to get an operator to correctly book a Classic Award booked as an Any Seat Award. Very frustrating.

 

[Limewood]

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

This booking thing is a nightmare, lucky we have AFF to rely on, many thousands don't.

 

[legroom]

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

This booking thing is a nightmare, lucky we have AFF to rely on, many thousands don't.

That's the whole purpose from Qantas - from my cynical eyes.

Joe the public with 500,000 points etc... would just go for the P+P option not aware of any other options.

 

[ermen]

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

Tried to book a JASA SIN-xPER-SYD with limited success. But got SIN - SYD at a reasonable price (60k pts + ~S$450)
Apparently no longer allowed to transit in PER (but MEL / BNE ok).
Used to be that PER had a lot of transit pax! Must be the new EK tie-up that has caused this to happen (making ex-SIN flights less popular now!)
I have concluded that QF doesn't like PER much at the moment...

 

[verduzzo]

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

That's the whole purpose from Qantas - from my cynical eyes.

Joe the public with 500,000 points etc... would just go for the P+P option not aware of any other options.

The even more cynical amongst us may propose that all of our complaining in this forum is just the sort of feedback QF needs to confirm their phase-out of MASA's is right on track!
i.e. MASA's impossible to book online; check. Call centre staff (on the whole) unversed on the changes; check. Lots of gnashing of teeth on this forum, which is frequented by those most likely to be aware of and to take advantage of the benefits of MASA's in the past; check...MASA phase out 90% complete...

 

[cwphoto]

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

Booked ADL-BNE-TSV and TSV-BNE-DRW JASAs over the phone. Same experience, no idea at first, lot's of referring to supervisor, and 50mins later all done.

QF's Call Centre AHTs must be all over the place right now..

 

[Deleted member 26544]

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

Booked CBR-SYD-HBA-SYD-CBR in J this afternoon. Took about 12 minutes including a few on hold.

 

[ketsuzei]

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

Booked CBR-SYD-HBA-SYD-CBR in J this afternoon. Took about 12 minutes including a few on hold.

Was it 32,000 plus a little under $300?

 

[Nizar]

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

Joe the public with 500,000 points etc... would just go for the P+P option not aware of any other options.

A tad off topic; but Joe the public is probably getting mugged in other ways too, for example, using their points for a business MEL-SYD-LAX with that exclamation mark that says "The flight from Sydney to Los Angeles will be in Economy" lol