Qantas Exit Row Checkin not working as promised

[QF029]

I got a similar message when I tried to check in online for QF93 to LAX tomorrow. (Not an exit row seat though.) I can't remember this happening before. :idea:

I've had that and it was an op up...

 

[ozbeachbabe]

For me;

- Selected exit rows via My bookings on QF website maybe 1-2 weeks ago.
- Tried to use mobile check-in yesterday (day of flight), showed as failed and asked me to obtain an exit row boarding pass from the service desk or something like that
- Went to bag drop, used Qcard and selected print bag tag AND boarding pass. Bag tag only printed.
- Dropped bag at desk, gave Qcard, received no BP from service agent (I Didn't ask)
- Used Qcard at boarding gate, nothing said just got my little receipt and moved on.

So even though my mobile checkin told me to go to a CSA, and I didn't, and still boarded OK. Shouldn't someone have to take me off that list?

Sorry UCB I misread your above post - I thought you said you did receive a boarding pass for the service agent. The only explanation is prior to boarding the gate agent has looked at the ineligible to board list & cleared anyone in an exit row off it prior to commencement of boarding.

No I think it all is very inconsistent. We were emphatically told previously that when doing OLCI we would be asked the questions about eligibility at that time, which did not happen.

We were told we'd be able to print a BP ourselves, which did not happen.

We were told we would not need to see an agent until the gate, and that's where they would do the "visual check" to verify eligibility, which doesn't appear to be the case.

QFCSA has now said here pretty much the opposite of that.

And finally people have stated here that they've used OLCI, haven't printed anything, gone straight to the gate, and boarded with no questions asked.

I'd say that's all pretty inconsistent - from the original story we were told compared to the current info, and also between what we're told and what is reality.

I'm not sure who's the one saying emphatically you can print off OLCI boarding passes in an exit row. If it can be done via the NG kiosks at the airport I don't see why some QF IT geek can't fix the system so it can be done online also.

The geek would also need to address the exit row questions bit for mobile checkin so pax can verify themselves via this method.

As for checkin via a Podium, while it may look futuristic & all, the screen is only tiny & is just meant to be a swipe & go thing. I don't really know how they could address the exit row issue via this method.

This was my experience at PER the other day:

I’d done OLCI, answered the prompts about suitability for exit row and was directed to the service desk.

I reported to the service desk in the QP and pointed out that I was in an exit row. The CSA assured me that this was not necessary and that I should go straight to the gate. (Words to the effect of “as a platinum you are already approved”)

Needless to say, at the gate I got the beeps and caused a minor logjam while they sorted it out.

Not a major drama but definitely inconsistent.

OT, but I’d selected the exit row when the booking was made some weeks ago and from T-80 onwards I couldn’t select anything forward of row 13, other than a middle seat (on a 738), while there were plenty of other seats showing as available on EF. Not sure if there’s any connection.

Re the CSA in PER QP, being WP doesn't "automatically approve" someone for the exit ie take them off the list. It may help being WP to allocate an exit when booking. If you use OLCI/Mobile/Podium methods you will still be on the ineligible to board list until someone removes you from it.

It is possible for them to sign into boarding mode for your flight, view the ineligible list via the F9 button then by selecting your name it will display the pop up screen with the exit row questions then print out the boarding pass & you are then off the list. This scenario won't solve the problem now that people can board via qcards & don't need paper boarding passes for the flight so the issue really rests with the gate agent dispatching the flight.


If you haven't use the above methods to checkin prior to arriving at the airport & checkin via a NG Kiosk or use the Premium Checkin queue the system shows the popup screen with the exit row questions with are either verified by you if using the kiosk or by the CSA if using Premium Checkin so there's no problem.

I think the easiest solution to these exit row issues now that there are five ways of checking in (2 of which that don't use paper) would be if prior to boarding, the gate agent just automatically cleared anyone on the list that is in an exit row for ease of boarding.

Yes, I can now see how it appears inconsistent & think I'll go and have a bex and a lie down after opening Pandora's Box. :shock: :shock:

 

[pshepvic]

It was actually QFCSA in a previous thread about the new seat allication options that said we'd be able to use OLCI and answer the questions online, with the boarding staff doing a final check. Definitely said we wouldn't need to go to a service desk at all, but online it still says we need to. That was said before the system was actually operating though, but I still don't see it to be difficult to fix.

 

[samh004]

I’m glad this has been brought up, my dad encountered a similar situation in late-April in BNE. He’d just got his new PS-chipped-card so I decided I’d show him the works by getting him to make that pole green in the airport, but it didn’t work as I’d given him an exit row at T-80, so I asked a handler nearby and they said they’d check him at the gate, no worries.

Went to the J lounge for breakfast (he’s CX Diamond) and didn’t think to get a boarding pass, as I wanted to show him he could use his card to board. Eventually got to his turn in boarding and to use a phrase from this thread, created a logjam as the agent couldn’t verify he could walk and had to call the desk in the centre of the airport to take him off the aforementioned list.

Overall, it just seems silly that it can’t be done at the gate, and annoying that we were told it would be when it clearly wasn’t, however I do now know to see someone in the lounge about getting me off the list.

I might just go back to choosing row 4. Less hassles, same legroom.

 

[pshepvic]

Overall, it just seems silly that it can’t be done at the gate, and annoying that we were told it would be when it clearly wasn’t, however I do now know to see someone in the lounge about getting me off the list.

I might just go back to choosing row 4. Less hassles, same legroom.

Agree - not blaming QFCSA or anything - obviously they've been given the wrong info (goes back to the obvious lack of training and communications within QF). But it can't be that hard to get it right.

I'm thinking I'll still select an Exit but will change to row 4 if it's available at T-80. On the 763's though I don't know if I'll bother seeing the normal seats do have a bit more room than on a 73H.

 

[ozbeachbabe]

Also the whole business of OLCI has almost been made redundant as the main reason people did it was to actually secure themselves a seat number, as until they checked in all the system had was a preference & I'm sure we'll all had cases where we've got a middle seat probably coz a WP checked in with a friend that wasn't on the same booking & the system sat them together at the expense of someone else's preference.

Now that you can allocate your seat much earlier eg T-80 there's not really the urgency to use OLCI as you can just wait until you get to the airport if you've already allocated your seat.

Basically if you do want try & get an exit seat or have managed to secure one already, don't OLCI, just use a Next Gen kiosk at those aiports who have it - PER/SYD/MEL/BNE or Premium Checkin at other airports.

I don't doubt for a minute that management may have said pax will be able to print off exit row boarding passes. They probably got carried away with the fact that you can do it at kiosks & didn't realise OLCI wouldn't follow suit - who knows. Maybe they should actually come out to an airport & see for themselves what happens.

I’m glad this has been brought up, my dad encountered a similar situation in late-April in BNE. He’d just got his new PS-chipped-card so I decided I’d show him the works by getting him to make that pole green in the airport, but it didn’t work as I’d given him an exit row at T-80, so I asked a handler nearby and they said they’d check him at the gate, no worries.

Went to the J lounge for breakfast (he’s CX Diamond) and didn’t think to get a boarding pass, as I wanted to show him he could use his card to board. Eventually got to his turn in boarding and to use a phrase from this thread, created a logjam as the agent couldn’t verify he could walk and had to call the desk in the centre of the airport to take him off the aforementioned list.

Overall, it just seems silly that it can’t be done at the gate, and annoying that we were told it would be when it clearly wasn’t, however I do now know to see someone in the lounge about getting me off the list.

Sam, TBH I wouldn't bother seeing someone in the lounge as most people who work there wouldn't be as familiar with the boarding process as those who work on the gate. I would just cruise by the gate agent prior to boarding & tell them you're in an exit row & are you okay to board as they will know whether you are or not. I am assuming that in this case you have used Podium, Mobile or OLCI otherwise this wouldn't be necessary.

 

[samh004]

Sam, TBH I wouldn't bother seeing someone in the lounge as most people who work there wouldn't be as familiar with the boarding process as those who work on the gate. I would just cruise by the gate agent prior to boarding & tell them you're in an exit row & are you okay to board as they will know whether you are or not. I am assuming that in this case you have used Podium, Mobile or OLCI otherwise this wouldn't be necessary.

Ah okay, so a service desk in the airport or gate agent is necessary… duly noted.

 

[ozbeachbabe]

Ah okay, so a service desk in the airport or gate agent is necessary… duly noted.

Gate agent.

 

[samh004]

Gate agent.

And here I was hoping that chipped-cards would finally allow me to have no contact with anyone… it might be back to row 4 for me

 

[ozbeachbabe]

And here I was hoping that chipped-cards would finally allow me to have no contact with anyone… it might be back to row 4 for me

Sam you are soooo whY Gen!

It's funny but older people don't like Next Gen checkin for that exact same reason!

 

[samh004]

Sam you are soooo whY Gen!

It's funny but older people don't like Next Gen checkin for that exact same reason!

Aspergers is part of the reason too

Hence why you usually find me with a few drinks inside me (lowers inhibitions)

 

[pshepvic]

Also the whole business of OLCI has almost been made redundant as the main reason people did it was to actually secure themselves a seat number, as until they checked in all the system had was a preference & I'm sure we'll all had cases where we've got a middle seat probably coz a WP checked in with a friend that wasn't on the same booking & the system sat them together at the expense of someone else's preference.

Now that you can allocate your seat much earlier eg T-80 there's not really the urgency to use OLCI as you can just wait until you get to the airport if you've already allocated your seat.

Basically if you do want try & get an exit seat or have managed to secure one already, don't OLCI, just use a Next Gen kiosk at those aiports who have it - PER/SYD/MEL/BNE or Premium Checkin at other airports.

I don't doubt for a minute that management may have said pax will be able to print off exit row boarding passes. They probably got carried away with the fact that you can do it at kiosks & didn't realise OLCI wouldn't follow suit - who knows. Maybe they should actually come out to an airport & see for themselves what happens

Yeah fair point. I've still had seats changed on me when I've gone to use OLCI after I've pre-allocated them. However they've moved me to 23 on A332 and 763 services, so not complaining!

Management go out to the airport? Now that's a good idea!! Not holding my breath though...

 

[Undercover Brother]

Ok so tonights experience with exit rows;

- Allocated an exit row seat for a week or so ago via website
- Did not Mobile check-in this time, I went to the obelisk or pole or whatever it is, which informed me checkin cannot be completed due to exit row, and to go see staff.
- Went to bag drop, asked for a bag tag and BP to be printed, again printed only the bag tag telling me I was already checked in, therefore could not print another BP.
- Boarded plane without incident

 

[pshepvic]

Ok so tonights experience with exit rows;

- Allocated an exit row seat for a week or so ago via website
- Did not Mobile check-in this time, I went to the obelisk or pole or whatever it is, which informed me checkin cannot be completed due to exit row, and to go see staff.
- Went to bag drop, asked for a bag tag and BP to be printed, again printed only the bag tag telling me I was already checked in, therefore could not print another BP.
- Boarded plane without incident

Imagine infrequent travellers trying to work it all out!

And before anyone says "but all the exits will be taken by higher status pax" - at the rate that everyone is getting put off by this process, it will only be non-FF's left in these seats!

 

[ozbeachbabe]

Ok so tonights experience with exit rows;

- Allocated an exit row seat for a week or so ago via website
- Did not Mobile check-in this time, I went to the obelisk or pole or whatever it is, which informed me checkin cannot be completed due to exit row, and to go see staff.
- Went to bag drop, asked for a bag tag and BP to be printed, again printed only the bag tag telling me I was already checked in, therefore could not print another BP.
- Boarded plane without incident

If you allocate yourself into an exit seat beforehand, only use the NG Kiosk or the Premium Check-in queue - don't use the Podium, Mobile or OLCI.

The message "your checkin cannot be completed" is erroneous as it leaves the passenger thinking they're not checked in at all where as they are in fact showing as checked in but would be on the.....you guessed it - ineligible to board list.

The gate agent must've cleared the list prior to the start of boarding because if they hadn't you would've got the dreaded beep when you go to board etc.

You can reprint a boarding pass anytime even after you've checked in however you wouldn't have been allowed to reprint if in an exit row until cleared off the list.

I'm sure these issues will be fixed in time but I think technology has jumped ahead of sense & sensibility right now.

 

[pshepvic]

I'm sure these issues will be fixed in time but I think technology has jumped ahead of sense & sensibility right now.

That's for sure! I work in IT and too often see projects that are managed in a way just to hit the target delivery date, rather than to actually achieve the objectives and a quality result.

I understand that when you've made a commitment to the public to provide a service at a certain date then you need to deliver that, but that's where the marketing teams need to hold off until they know the technology is going to be ready on time. It's not rocket science!

 

[SamR]

The message "your checkin cannot be completed" is erroneous as it leaves the passenger thinking they're not checked in at all where as they are in fact showing as checked in but would be on the.....you guessed it - ineligible to board list.

I'm sure these issues will be fixed in time but I think technology has jumped ahead of sense & sensibility right now.

Yeah. The first time I ever checked in using the Magic Pole I was in an exit row and dutifully went to the service desk to be eyeballed and get my boarding pass, which was printed and given to me. (And I was told I was actually checked in, as you say.) However, when I was boarding I still got the dreaded beep.

No exit row problems since, though.

 

[ozbeachbabe]

Yeah. The first time I ever checked in using the Magic Pole I was in an exit row and dutifully went to the service desk to be eyeballed and get my boarding pass, which was printed and given to me. (And I was told I was actually checked in, as you say.) However, when I was boarding I still got the dreaded beep.

No exit row problems since, though.

A double whammy - eyeballed, then the dreaded beep. This only thing missing for the trifecta was an audible sigh.

The silly thing is a passenger cannot reprint their boarding pass at the airport if they are in an exit row & checked in via OCLI/Mobile/Podium (aka magic pole) however if you go up to a staff member for a reprint they will be signed into the 'Customer' application which reprints the boarding pass however the exit row pop up questions do not appear & this still leaves you on the ineligible to board list, hence the dreaded beep!

What I am starting to realise here is that it appears that a lot of staff are simply not aware merely reprinting your exit row boarding pass removes you from the ineligible to board list.

I would love to be a fly on the wall if you get the 'eyeballed one' next time and say "could you please take me off the ineligible to board list while you're at it". If you get a blank stare or a response saying everythings fine it's your turn to roll your eyeballs & say: "sign into 'boarding', enter my flight number, press F9 to display the pax names on said list, select my name at which time the exit row questions will appear & when the select 'yes', your boarding pass will print out & you will be deleted from the list & hey presto no more dreaded beep!

 

[pshepvic]

I would love to be a fly on the wall if you get the 'eyeballed one' next time and say "could you please take me off the ineligible to board list while you're at it". If you get a blank stare or a response saying everythings fine it's your turn to roll your eyeballs & say: "sign into 'boarding', enter my flight number, press F9 to display the pax names on said list, select my name at which time the exit row questions will appear & when the select 'yes', your boarding pass will print out & you will be deleted from the list & hey presto no more dreaded beep!

This is very tempting!! Imagine the look on their face!

 

[dk4]

...say: "sign into 'boarding', enter my flight number, press F9 to display the pax names on said list, select my name at which time the exit row questions will appear & when the select 'yes', your boarding pass will print out & you will be deleted from the list & hey presto no more dreaded beep!

Nice!

Anywayz, a direct quote from the Seat Selection Confirmation page, on the QF website (manage your booking, end of the seat selection process) -

Exit Row Seating:

• Check-in for Exit Rows is only available at airport check-in counters.
• To sit in an exit row seat you must be at least 15 years old, not seated with an infant, and be willing and able to assist in an emergency.
• Qantas has the sole discretion, at check-in or boarding, to determine whether a passenger meets the requirements to sit in an exit row seat. If the passenger does not meet the requirements, they will be assigned a regular seat and the amount paid or the points redeemed is non-refundable.
• If between the date of purchasing an exit row seat and 24 hours before travel, you become unable to fulfil the requirements to sit in an exit row, contact your local Qantas Office immediately. You will be transferred to a regular seat, and the additional amount paid or points redeemed for an exit row seat may be refunded.