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

[danny09]

I called the pemuin line today to book a JASA (KGI-PER-PHE) 6 minutes it took, no on hold, was most impressed that everything went smoothly.

 

[serfty]

Maybe it's time Erica took some LSL and chilled out.

Mebbee she was doing that when Right on Q 7740 came out ...

 

[JessicaTam]

Mebbee she was doing that when Right on Q 7740 came out ...

It seems far too many staff were on leave on June 26th. Most of the workforce from the sound of it.

Glad it has been sorted, ALH, and woe betide Erica should she try that schtick with me.

 

[legroom]

I would PM Red Roo with time & date of the call to get QF management aware of the very poor response from Erica.

You were helping them to get their job done by pointing out the "Right on Q 7740".

It is not a reportable offence to know the internal terminology / working procedures (of any commercial organisation).

It is not like you call up the Utah Middleman silo and tell them the correct launch codes of that day !!!!

Red Roo, this is clearly a matter for your attention.

If anyone should be getting reported it should be Erica for her appalling lack of customer service skills and product knowledge even after 15 years in the job

 

[GalaxyNexus]

Somewhat related, anyone has experience cancelling a JASA recently? I was just charged 5000pts as "CLASSIC AWARD REFUND FEE" on my activity statement, although it was a fully refundable JASA (not classic).

 

[serfty]

Somewhat related, anyone has experience cancelling a JASA recently? I was just charged 5000pts as "CLASSIC AWARD REFUND FEE" on my activity statement, although it was a fully refundable JASA (not classic).

Did you check the fare rules before cancelling - and that is was "Fully Refundable"?

However, generally there should be no 'classic fee' and would assume it was fully refundable - I would be calling back and getting that reversed.

 

[legroom]

Yes, I have - at least 3 MASAs (both DOM & INT), all post June 2013.

No fee was charged.

I think you have been dudded.

Call back and quote clause 15.6.1

15.6.1 A refund of an Any Seat Award will only be made in accordance with the applicable Fare Conditions and these Terms and Conditions, and the following provisions:
(a) If a refund is requested prior to travel commencing, and the money paid to obtain the Any Seat Award is equal to or greater than the cancellation fee (or refund fee) specified in the Fare Conditions, and the original Any Seat Award booking was not made on jetstar.com, then the refund of the Any Seat Award will be made by re-crediting Points redeemed to the Member's account and refunding any money paid to the Member's Accepted Payment Card, less any applicable cancellation fee (or refund fee) set out in the Fare Conditions.

Somewhat related, anyone has experience cancelling a JASA recently? I was just charged 5000pts as "CLASSIC AWARD REFUND FEE" on my activity statement, although it was a fully refundable JASA (not classic).

 

[GalaxyNexus]

Yes the agent confirmed that it is fully refundable (and I was not advised of the 5000pts fee). Oh boy why is this so hard...

 

[GalaxyNexus]

Another call later, this has been fixed. So, yes, there should not be 5000 classic cancellation fee for JASAs.

 

[zainman]

Another call later, this has been fixed. So, yes, there should not be 5000 classic cancellation fee for JASAs.

Same thing happened to me two weeks ago. I sent them an email and the was refunded the 5000 points within a week. But still a PIA...

 

[Robbi]

Same thing happened to me two weeks ago. I sent them an email and the was refunded the 5000 points within a week. But still a PIA...

Maybe it's just me as I am a bit of a management systems freak and like to measure and investigate everything, but I'd have processes in place giving me weekly reports of all corrections, refunds, reissues etc and I'd be reading all the booking comments as why each of the occurred and following up if it sounded like staff weren't following processes correctly and then having them retrained or reemployed.

How can QFF not be learning from this information we are providing them?

 

[DC3]

Re: Sucessful ASA Bookings booked at classic rates Reference Guide

... I am getting sick of the poor attitude. Erica gave me a pretty hard time about using 'confidential' terminology. Last time I spoke to someone to try and book a (non direct) mASA I was told they were no longer possible and a memo had just gone around to all the Qantas staff to make sure they all knew about it ...

Erica is not the only one who talks rubbish. I had another in August (about two months after the end of on-line JASA bookings) who had been there 11 years and "knew it all" (except for the bit that JASAs can't be booked on line). I was lectured that it could be done on-line and it was an icy conversation. Pretty awful experience actually.

You would expect that by now, things would have improved.

 

[legroom]

Maybe it's just me as I am a bit of a management systems freak and like to measure and investigate everything, but I'd have processes in place giving me weekly reports of all corrections, refunds, reissues etc and I'd be reading all the booking comments as why each of the occurred and following up if it sounded like staff weren't following processes correctly and then having them retrained or reemployed.

How can QFF not be learning from this information we are providing them?

You're normal (good) whereas QF is not (terrible).

 

[MEL_Traveller]

Re: Sucessful ASA Bookings booked at classic rates Reference Guide

Me too, and hoping for a soft landing.

sorry a bit OT, but no need to 'hope' for a soft landing. you get one automatically.

 

[Myrna]

Re: Sucessful ASA Bookings booked at classic rates Reference Guide

HELP, please!

We researched the flights, found seat, phoned QF plat number trying to book ASA flights for hubby to go back to Australia at the end of this year. Hubby was asked for his pin number for his QFF number, which he provided. Then waiting 20 mins for a quote, the agent came back to say that the system would not allow for booking ASA originated outside of Australia! Flights were LAX to SYD then MEL to LHR. The agent then added that the flights could be booked as classic. Should we ask Red Roo for help on this?

 

[serfty]

Re: Sucessful ASA Bookings booked at classic rates Reference Guide

80% of the long haul JASA I have booked originated out of Australia.

However, they were all booked online.

Only last week, over the phone, I changed the dates of an ex USA JASA to Jan 2015 at no cost.

When did your hubby ring? I would only ever ring 10am-4pm Mo-Fr, 10am-12pm Sa and not on Sunday.

 

[cove]

Re: Sucessful ASA Bookings booked at classic rates Reference Guide

Myrna just try again at the time Serfty is suggesting. The chance of getting the same person answering would be very close to zero and Mrmyrna might get what he wants.

 

[zig]

Re: Sucessful ASA Bookings booked at classic rates Reference Guide

HELP, please!

We researched the flights, found seat, phoned QF plat number trying to book ASA flights for hubby to go back to Australia at the end of this year. Hubby was asked for his pin number for his QFF number, which he provided. Then waiting 20 mins for a quote, the agent came back to say that the system would not allow for booking ASA originated outside of Australia! Flights were LAX to SYD then MEL to LHR. The agent then added that the flights could be booked as classic. Should we ask Red Roo for help on this?

I booked a ASA in the last couple of weeks originating outside Australia - HUACA is my suggestion. If you have read this thread you will see that the one consistent theme is that QF staff have a highly variable knowledge of these flights and how to book them. Keep trying, it can be done.

 

[JMFK]

Re: Sucessful ASA Bookings booked at classic rates Reference Guide

HELP, please!

We researched the flights, found seat, phoned QF plat number trying to book ASA flights for hubby to go back to Australia at the end of this year. Hubby was asked for his pin number for his QFF number, which he provided. Then waiting 20 mins for a quote, the agent came back to say that the system would not allow for booking ASA originated outside of Australia! Flights were LAX to SYD then MEL to LHR. The agent then added that the flights could be booked as classic. Should we ask Red Roo for help on this?

I too can confirm this IS possible. I have an LAX to MEL coming up that was booked in December.

HUACA.

 

[Myrna]

Re: Sucessful ASA Bookings booked at classic rates Reference Guide

80% of the long haul JASA I have booked originated out of Australia.

However, they were all booked online.

Only last week, over the phone, I changed the dates of an ex USA JASA to Jan 2015 at no cost.

When did your hubby ring? I would only ever ring 10am-4pm Mo-Fr, 10am-12pm Sa and not on Sunday.

Thanks, serfty, and everyone who has replied - much appreciated that booking ASA originated outside of Australia IS possible.

I will try again at the times serfty suggested. But, I just want to confirm that the times you have suggested are for Australian times, correct? We phoned this afternoon when it was in London - Sunday afternoon. If we phone tomorrow (Monday in Australia) it will be Australia Day holiday. So, maybe we should phone on Tuesday? Hope the seats will still be there! Fingers crossed.