Hey Qantas, why is it that ....?

[medhead]

It has every bearing on your wrong statement:


Note I said guest, not platinum guest, it's conceivable that a guest of a J customer is more than likely on a rededeal etc, did you miss that bit . To presume everyone in the lounge is Platinum is ludicrous.

I didn't presume everyone in the lounge is a platinum. It is highly doubtful that the guest of a business travel is more than likely on a rede deal. Not to mention the same comment applies. The guest is not using the lounge in their own right. The business passenger is using the lounge including a guest. Another failure of your brilliant thinking.

...

 

[flyingfan]

The comments from the QF ground agent that staff are being audited and monitored are interesting, I don't see a lot of evidence of auditing and accountability with QF employees but I guess we just have to accept those comments and see what develops as far if QF are really "cracking down" or not.

I seem to recall a QF staff member confirming here that overriding a non-flexible fare to allow an earlier flight without supervisor approval or flow forwarding in progress will result in a please explain.

 

[amaroo]

I seem to recall a QF staff member confirming here that overriding a non-flexible fare to allow an earlier flight without supervisor approval or flow forwarding in progress will result in a please explain.

As it should IMO

 

[markis10]

It is highly doubtful that the guest of a business travel is more than likely on a rede deal. Another failure of your brilliant thinking.

Depends if the boss who has Gold status is travelling with an employee, boss booked a JASA while company booked cheapest Y, that scenario happened for my former boss about twenty times last year with trade show travel etc, that's my experience and I expect others have seen similar.

 

[Pushka]

As it should IMO

And is a "please explain" that much of an issue?

A policy of customer service where it could be demonstrated that flexibility to a loyal passenger might be extended if passenger load was light, might actually reward such actions.

If such actions resulted in punitive action then clearly we know where the passenger stands in relation to Qantas policy.

I'm not talking about situations where passengers expect a flight change every time.

 

[amaroo]

And is a "please explain" that much of an issue?

A policy of customer service where it could be demonstrated that flexibility to a loyal passenger might be extended if passenger load was light, might actually reward such actions.

If such actions resulted in punitive action then clearly we know where the passenger stands in relation to Qantas policy.

I'm not talking about situations where passengers expect a flight change every time.

Delegated authority. Every organisation has them.

 

[medhead]

Depends if the boss who has Gold status is travelling with an employee, boss booked a JASA while company booked cheapest Y, that scenario happened for my former boss about twenty times last year with trade show travel etc, that's my experience and I expect others have seen similar.

So your one example equals more than likely? As I said highly doubtful. It also still remains the business passenger who is using the lounge including their guest allowance.

You'll also notice I was talking about platinum and the whole comment stream so far is related to platinum passengers asking for a change. Just to link back to my post, the gold status of the business passenger is irrelevant since the are not travelling on a non flexible economy fare.

But happy to change the topic mid stream to point to you that the same standard applies to business class passengers using the lounge; even if I question your motivation in making such a pedantic point.

 

[medhead]

I have re-read jdp's post and yes I did miss the part about being in the business lounge, as you say, mostly only WP's on non-flex Y tix would be requesting flight changes in the J lounge. All that jdp is describing is a "thems the rules" lecture from a possibly poorly trained/ignorant/unmotivated/untruthful/bad hair day staff member, we can only speculate between these possibilities.

I noticed you spoke to customer care in post #447 medhead, was that on the phone or in person somewhere at the airport? But the other part of jdp's comments seem to align a bit with what you are reporting in post #447 .

By phone in response to my emailed feedback.

I agree about horses and water. That's why my resolution to only book qantas for the rest of 2014 changed on a recent Thursday.

 

[flyer999]

Like many of you I don't like the lack of flexibility with some tickets - so I buy flexi when I think I might want to change. QF is still better than the alternative.

A recent lesson. I tried out a travel agent for a MEL-SYD-HKG return J class ticket and wanted to change the time of first leg MEL-SYD. Qantas told me it would be no charge. The agent wanted $250.00.

 

[maninblack]

Like many of you I don't like the lack of flexibility with some tickets - so I buy flexi when I think I might want to change. QF is still better than the alternative.

A recent lesson. I tried out a travel agent for a MEL-SYD-HKG return J class ticket and wanted to change the time of first leg MEL-SYD. Qantas told me it would be no charge. The agent wanted $250.00.

I assume you mean that the agent wanted a $250 re-booking few for them-self.

You have said J class (meaning business) but was it an actual J class ticket or was it another business class fare code?

 

[flyer999]

According to Qantas there was no fee (except the fee charged by the agent).

 

[Pushka]

According to Qantas there was no fee (except the fee charged by the agent).

Our former TA is the same. Q charges no fees, but the TA will. Ergo - I rarely use TAs these days.

 

[Isochronous]

Qantas,

Why can I book a ticket via phone calling the QF HKG office and pay by credit card, but incur zero phone booking or credit card fees, viz-a-viz Australia?

 

[boomy]

What's the point of having so many computers in the ADL lounge if only 20% of them are working properly?

 

[markis10]

Qantas,

Why can I book a ticket via phone calling the QF HKG office and pay by credit card, but incur zero phone booking or credit card fees, viz-a-viz Australia?

Surcharging is not legal in HKG, just like Brazil and fuel fines

 

[flychrisfly]

I seem to recall a QF staff member confirming here that overriding a non-flexible fare to allow an earlier flight without supervisor approval or flow forwarding in progress will result in a please explain.

If moving the cusomter to an earlier flight frees up a seat on a later peak-demand flight then surely it's a win-win and could/should be accommodated. They can always say 'no' if it breaks the rules and doesn't financially benefit Qantas.

 

[markis10]

If moving the cusomter to an earlier flight frees up a seat on a later peak-demand flight then surely it's a win-win and could/should be accommodated. They can always say 'no' if it breaks the rules and doesn't financially benefit Qantas.

If they need seats later then flow forward will be in operation, outside of that yield require seats to be flown as sold and have cracked down on changes.

 

[jdp]

What's the point of having so many computers in the ADL lounge if only 20% of them are working properly?

That's the overflow for people who can't get a seat.

I sit at the side benches regularly in the Adelaide Qantas Club, but usually I travel alone so I am ok with that (although they're not very comfortable). A few times a year I end up at a computer because otherwise I would be eating my muesli standing.

Similar to the issue Perth had - they're successful at getting customers over to their brand, 3-6 months later the lounge fills. I don't think there's much space for them to expand in Adelaide either.

The Virgin lounge is smaller still.

 

[jdp]

And is a "please explain" that much of an issue?

A policy of customer service where it could be demonstrated that flexibility to a loyal passenger might be extended if passenger load was light, might actually reward such actions.

If such actions resulted in punitive action then clearly we know where the passenger stands in relation to Qantas policy.

I'm not talking about situations where passengers expect a flight change every time.

This is my point. Some airlines reward staff who go out of their way to help customers, if there is marginal to no cost impact to the airline. Many customer service industries will have a delegated authority for e.g. a limit of $25 per customer or a meal voucher without seeking higher authority. Yes it's likely that it will get abused, but the plan is to give the staff guidance to know when it is genuine and when not.

To clarify earlier questions - I am WP, in the business lounge because of status not ticket price, although I use points often to get a J seat as I have many points and have struggled to spend them meaningfully in the past few years. I travel nearly weekly, and only ask to flex occasionally (maybe one in ten flights). In December I was a guest of a CL in Sydney and had no issue at all moving to an earlier flight, and in January I've tried twice in the business lounge - once successfully, once not.

 

[Mr_Orange]

... when I live in Australia, I have to pay for flights originating outside of Australia in a foreign currency and get hit by currency conversion fees. Surely you could show the fare in the currency of the pax credit card (or indeed any currency!).