Having to call Qantas for things that should be possible online

[RichardMEL]

(posted this thought in other thread but figured I would replicate here)

- get rid of flight credits - they are a kludge and have enough issues as we all know
- replace option with online travel pass AND if you're going to offer incentives like DSC, DP or whatever - allow that to be selected online.
And yes with the refund button - bring it back. Put in the logic if you like that if QF cancelled the flight, or your fare is flex then offer it. There's zero reason to force one to call to do this (the functionality was there before so it's not like this can't be done0. I mean seems the notion is either you get so frustrated at having to wait for hours potentially to get that refund you'll take the credit or if you call for the refund and QF can "sell" you the travel pass option with the incentive of DSC or whatever. I get it they want to hold on to our money in these times but automate it where you're allowing it

and frankly for the flex fully refundable fares they SHOULD have the refund option there. no questions asked. no BS. that's a fare condition yet you'd have to call up to get it sorted? bring the effin button back for fare conditions that allow it. huh?

 

[henrus]

I would love to be able to ‘link’ two PNR’s together myself online.

Dumb question but what does "linking" two PNR's actually do.

The only thing I can think of is seating, but when flying QF I just select together at the back and hope at T-80 things come good.

 

[Daver6]

Dumb question but what does "linking" two PNR's actually do.

The only thing I can think of is seating, but when flying QF I just select together at the back and hope at T-80 things come good.

My understanding is it can be beneficial should things go pear shaped. Say you're going to miss a connection and they need to re-route passengers. If they can't all fit on one flight they'll split them up. If the PNRs are linked you and your companion shouldn't be separated onto different flights.

Post automatically merged: Jul 20, 2021

I would love to be able to ‘link’ two PNR’s together myself online.

Constantly have to call to do it.

I'd also add that once bookings are linked also allow linked seat selection. It's a pain having to call up to do this and a total waste of resources.

 

[Rangalad]

(posted this thought in other thread but figured I would replicate here)

- get rid of flight credits - they are a kludge and have enough issues as we all know
- replace option with online travel pass AND if you're going to offer incentives like DSC, DP or whatever - allow that to be selected online.
And yes with the refund button - bring it back. Put in the logic if you like that if QF cancelled the flight, or your fare is flex then offer it. There's zero reason to force one to call to do this (the functionality was there before so it's not like this can't be done0. I mean seems the notion is either you get so frustrated at having to wait for hours potentially to get that refund you'll take the credit or if you call for the refund and QF can "sell" you the travel pass option with the incentive of DSC or whatever. I get it they want to hold on to our money in these times but automate it where you're allowing it

and frankly for the flex fully refundable fares they SHOULD have the refund option there. no questions asked. no BS. that's a fare condition yet you'd have to call up to get it sorted? bring the effin button back for fare conditions that allow it. huh?

QF deactivated auto refunds early to mid 2020.

 

[RichardMEL]

QF deactivated auto refunds early to mid 2020.

yes. I know. As I noted.. we understand why.. but surely there's a way to enable it for self serve for the situations where it is warranted. That's all. Maybe it isn't able to be so selective given QF's policies, and yes they don't want to make it easy for obvious reasons but it WOULD free up many phone agents time I would have thought. And that's the point of this thread.

 

[MARTINE]

I travel VA and SQ… to avoid having anything to do with QF …

 

[NSun]

When redeeming my first round of flight credits in late 2020 I found I could only redeem them by calling - obviously letting me do it myself would save everyone time. I hope it's not the case with my latest round of flight credits from the latest border closures.

 

[Daver6]

Another one. Frequently the price of a fair when searching to use a GV is higher than booking through the normal means. To book the cheaper/correct price requires a phone call

Oh...and while I'm at it. One World Award bookings that are moderately long or above never work online. A phone call is needed.

 

[rekeno]

I am not sure how the train their customer service officers answering the hotline. When I called yesterday, I asked about the points to be refunded to me after my trip cancelled 6 weeks ago, the lady just said, well, you have to wait for 8 weeks, and this morning, when I called for anther booking, I asked again for the points, and guess what, the gentlemen got them back IMMEDIATELY. I am pleasantly surprised.

 

[jakeseven7]

My understanding is it can be beneficial should things go pear shaped. Say you're going to miss a connection and they need to re-route passengers. If they can't all fit on one flight they'll split them up. If the PNRs are linked you and your companion shouldn't be separated onto different flights.

Post automatically merged: Jul 20, 2021

I'd also add that once bookings are linked also allow linked seat selection. It's a pain having to call up to do this and a total waste of resources.

Linked seat selection works automatically and online from T-24 which is good enough for me from a business point of view, but I do see the benefit in it working prior to that as well.

 

[Daver6]

Linked seat selection works automatically and online from T-24 which is good enough for me from a business point of view, but I do see the benefit in it working prior to that as well.

Where it's useful prior to that is where one person has a higher status level than the other.

 

[TheInsider]

Where it's useful prior to that is where one person has a higher status level than the other.

Makes no difference to seating until it comes into airport control which is at -80hrs.

 

[Daver6]

Makes no difference to seating until it comes into airport control which is at -80hrs.

I'd also add that once bookings are linked also allow linked seat selection. It's a pain having to call up to do this and a total waste of resources.

Exactly my point.

 

[Seat0B]

I would love to be able to ‘link’ two PNR’s together myself online.

Constantly have to call to do it.

Yes me too. Happens a lot with my work travel.

 

[Seat0B]

I am not sure how the train their customer service officers answering the hotline. When I called yesterday, I asked about the points to be refunded to me after my trip cancelled 6 weeks ago, the lady just said, well, you have to wait for 8 weeks, and this morning, when I called for anther booking, I asked again for the points, and guess what, the gentlemen got them back IMMEDIATELY. I am pleasantly surprised.

Hang up and call again (HUACA) is a legitimate strategy. But sometimes when you call again you get the same person and they crack it

 

[Seat0B]

Where it's useful prior to that is where one person has a higher status level than the other.

Yes this happens all the time when I take a work trip and MrSeat0A travels with me on a separate booking. I’m WP and he’s LTG and I cannot get us seats together unless I call.

 

[downtheback]

Apparently I have to ring up Qantas FF to change my email address on my profile

 

[AIRwin]

Apparently I have to ring up Qantas FF to change my email address on my profile

View attachment 253727

It's an enhancement...

 

[VPS]

It's an enhancement...

and such a good use of the call centre staff time right now - they're all probably wondering what to do because no one is flying

 

[nickykim]

Yep - buy a fully refundable fare but still have to ring to cancel it.