Qantas Platinum One experiences?

[Matt_01]

..... But when I have been flying a non-Qantas airline on a Qantas ticket, I would call the SST direct and they would fix things very quickly from their end.

I have had a similar experience in BKK a couple of years ago, I was flying with CX (QF rewards) and was wanting to flow forward. CX didn’t want to know about it and were not being that helpful and told me to ring QF. I called QF and they said talk to CX, that was helpful as I was at just at CX checkin, standard run around stuff. After about 20 minutes I ended up calling SST to see if they could help. About 5-10 minutes after the call a CX chap approached me asked was I Mr.. and then asked which flight would I like to get on he then spoke with the checkin staff and it was all sorted. I had always wondered if SST had intervened and called someone in CX.

 

[Skiski]

This happened today and as I had not seen any comment before - and quite possibly there has been and I have missed - just wondering what everyone's take on it is.
P1 received upgrade to PE at -20 hours JC at that time showing full. At -10 hours seats in J/C became available. As connecting from other port was in the lounge at departure -5 and asked re upgrade to be told that once upgraded your request for J/C is null and you can't re request. Attitude basically be thankful for what you have got. Called P1 desk who were slightly helpful but did say this was correct. So on this flight pax with lower upgrade category get Business and the P1 gets PE. To make this even more unpalatable on this particular flight a QF Staff member was upgraded to J. This is surely a big error in QF's upgrade allocation system.

 

[juddles]

This happened today and as I had not seen any comment before - and quite possibly there has been and I have missed - just wondering what everyone's take on it is.
P1 received upgrade to PE at -20 hours JC at that time showing full. At -10 hours seats in J/C became available. As connecting from other port was in the lounge at departure -5 and asked re upgrade to be told that once upgraded your request for J/C is null and you can't re request. Attitude basically be thankful for what you have got. Called P1 desk who were slightly helpful but did say this was correct. So on this flight pax with lower upgrade category get Business and the P1 gets PE. To make this even more unpalatable on this particular flight a QF Staff member was upgraded to J. This is surely a big error in QF's upgrade allocation system.

Jeeze, I take a few months off flying and already feel way behind the eightball - but things do change very quickly, usually for the worse.

I am taking your post to mean that you purchased a ticket in Y, but had applied for a points upgrade to PE? Is this correct? I haven't attempted such for a while, but it used to be that you could apply for both an upgrade to PE and J, and would end up getting the highest available. Does this mean this is not the case, or am I missing something here?

The end result is clearly cough - you should have had close to first dibs on the highest upgrade - so I would tend to agree that their system is failing.

 

[Skiski]

Jeeze, I take a few months off flying and already feel way behind the eightball - but things do change very quickly, usually for the worse.

I am taking your post to mean that you purchased a ticket in Y, but had applied for a points upgrade to PE? Is this correct? I haven't attempted such for a while, but it used to be that you could apply for both an upgrade to PE and J, and would end up getting the highest available. Does this mean this is not the case, or am I missing something here?

The end result is clearly cough - you should have had close to first dibs on the highest upgrade - so I would tend to agree that their system is failing.

Correct Y ticket purchased and request for J class upgrade actioned. As J was not available at 20 hours prior to departure PE was confirmed - once this was actioned the request for J is nullified.
J seats became available and were then given to pax with lower status and in this instance at least 1 staff passenger

 

[RichardMEL]

AA have never treated me any differently as P1. No complaints mind you but never any indication that I was considered anything more than OWE.

 

[Mrmaxwell]

Correct Y ticket purchased and request for J class upgrade actioned. As J was not available at 20 hours prior to departure PE was confirmed - once this was actioned the request for J is nullified.
J seats became available and were then given to pax with lower status and in this instance at least 1 staff passenger

As someone mentioned in your other thread once the QF system processes your upgrade to PE there is no more to do. SST could have been more helpful I guess - did they offer any options from PE to J? Certainly a QF system loophole / enhancement.

 

[RichardMEL]

I think it's a case of suck it up basically. As described the upgrade request was assessed in the correct way - at the time J was full and PE was available.. upgrade was granted (which is good), points deducted and so on and thus the request was fufilled. That more J seats ipened up at the last minute, or closer to departure anyway, is one of those things - misconnects or late cancels or whatever... it happens. As for the employee getting to sit in J - they are usually on space available standby seats and while it seems very unfair that the P1 was stuck in PE while a J seat went to a staff member or potentially lower status holders(whoose upgrades I guess were processed AFTER the P1 was).. well all I can say is that's one of those things. To me I equate this disappointing outcome with a last minute aircraft swap or the like. Obviously not the intent to screw over the paying passenger in any way, but the way it goes sometimes these things happen. And it's not like an upgrade was not granted either. Sure, not the best seat, but it's not like nothing was given. If it were me I'd chalk it up to experience an sure be annoyed but I also wouldn't jump up and down about it. Stuff Happens.

 

[Skiski]

I think it's a case of suck it up basically. As described the upgrade request was assessed in the correct way - at the time J was full and PE was available.. upgrade was granted (which is good), points deducted and so on and thus the request was fufilled. That more J seats ipened up at the last minute, or closer to departure anyway, is one of those things - misconnects or late cancels or whatever... it happens. As for the employee getting to sit in J - they are usually on space available standby seats and while it seems very unfair that the P1 was stuck in PE while a J seat went to a staff member or potentially lower status holders(whoose upgrades I guess were processed AFTER the P1 was).. well all I can say is that's one of those things. To me I equate this disappointing outcome with a last minute aircraft swap or the like. Obviously not the intent to screw over the paying passenger in any way, but the way it goes sometimes these things happen. And it's not like an upgrade was not granted either. Sure, not the best seat, but it's not like nothing was given. If it were me I'd chalk it up to experience an sure be annoyed but I also wouldn't jump up and down about it. Stuff Happens.

Yes chalk it up to experience as stuff does happen - goodness sounds like QF talking 'that's the way it is'. In this instance there is absolutely no benefit being granted an upgrade prior to the departure gate. If QF cannot confirm the higher class requested then they should not confirm anything and do upgrades at the gate. At least that way the higher status pax would get the best cabin available.

 

[RichardMEL]

Yes chalk it up to experience as stuff does happen - goodness sounds like QF talking 'that's the way it is'. In this instance there is absolutely no benefit being granted an upgrade prior to the departure gate. If QF cannot confirm the higher class requested then they should not confirm anything and do upgrades at the gate. At least that way the higher status pax would get the best cabin available.

Fair point. Except what about choice of seats? What about the time consumed at the gate, specially if a delay, to process upgrades.. remember on an A380 you're potentially talking 10s of pax. That and the standby list.

I get it you're pissed and I would be annoyed too and you know what your ultimate choice is to take your business elsewhere (unless you're under a work travel policy or somesuch).

Tell me, at T-20 when you received the PE upgrade were you happy (enough to get that given, at that time, J was full?

Hindsight is fantastic but you and the airline can't always forsee what will happen.

In an ideal world sure, QF's system would remember your(and other) requests and say hey a J seat popped up, better give it to them and then upgrade a WP from Y into PE).. makes perfect sense.. I agree. Realistically though, given how clunky QF's systems are, and the way they process upgrades which you experienced.. these things will happen.

I remember a year or two back I was on another airline flying in the US. I had a confirmed F seat on flight X. Due to an arrival delay (on, ironically, QF) we landed right at departure time of that flight. I noticed that, even though I was a noshow for that flight (and due to being in the air had no way to contact the airline to change my booking because yes, I'd gambbled with separate PNRs and not a long enough connection time... thanks 4h delay lol) that seat actually went out EMPTY... I was really surprised that they didn't close out the flight, note me as anoshow and upgrade someone into that seat.

I wonder which would be worse? I don't know.

At the gate getting a flight ready to go agents usually have a lot of work to do, including processing of standby lists and the like. If a last minute J seat opened up due to a misconnect or cancel then that staff member got very lucky IMO.

This is not the first time I've been accused (more or less) of either working for QF or being an apologist... no... I am however a realist with a much experience as anyone in this thread, specially all our fellow P1 members.

Maybe find a constructive use for your anger? Perhaps contact QF and make your "do it at the gate" suggestion for upgrades... or alternatively take your business elsewhere (like Juddles, TonyHancock and yes even myself in some ways). We all have choices imo. Like that 4h delay which had a knock on effect for me personally but luckily worked out quite well in the end, I choose to understand sometimes you know things happen not quite the right way and life can be unfair. I also like lemonade

 

[Skiski]

Fair point. Except what about choice of seats? What about the time consumed at the gate, specially if a delay, to process upgrades.. remember on an A380 you're potentially talking 10s of pax. That and the standby list.

I get it you're pissed and I would be annoyed too and you know what your ultimate choice is to take your business elsewhere (unless you're under a work travel policy or somesuch).

Tell me, at T-20 when you received the PE upgrade were you happy (enough to get that given, at that time, J was full?

Hindsight is fantastic but you and the airline can't always forsee what will happen.

In an ideal world sure, QF's system would remember your(and other) requests and say hey a J seat popped up, better give it to them and then upgrade a WP from Y into PE).. makes perfect sense.. I agree. Realistically though, given how clunky QF's systems are, and the way they process upgrades which you experienced.. these things will happen.

I remember a year or two back I was on another airline flying in the US. I had a confirmed F seat on flight X. Due to an arrival delay (on, ironically, QF) we landed right at departure time of that flight. I noticed that, even though I was a noshow for that flight (and due to being in the air had no way to contact the airline to change my booking because yes, I'd gambbled with separate PNRs and not a long enough connection time... thanks 4h delay lol) that seat actually went out EMPTY... I was really surprised that they didn't close out the flight, note me as anoshow and upgrade someone into that seat.

I wonder which would be worse? I don't know.

At the gate getting a flight ready to go agents usually have a lot of work to do, including processing of standby lists and the like. If a last minute J seat opened up due to a misconnect or cancel then that staff member got very lucky IMO.

This is not the first time I've been accused (more or less) of either working for QF or being an apologist... no... I am however a realist with a much experience as anyone in this thread, specially all our fellow P1 members.

Maybe find a constructive use for your anger? Perhaps contact QF and make your "do it at the gate" suggestion for upgrades... or alternatively take your business elsewhere (like Juddles, TonyHancock and yes even myself in some ways). We all have choices imo. Like that 4h delay which had a knock on effect for me personally but luckily worked out quite well in the end, I choose to understand sometimes you know things happen not quite the right way and life can be unfair. I also like lemonade

Annoyed maybe Pissed off maybe Anger I don't think so. I thought my comments here were tempered and constructive and to be honest didn't expect to be lectured for having the hide to question the upgrade process of the airline. I can assure you with over 47 years industry experience including half that at the airline in question I am fully aware of the processes involved in on departure upgrades. These are in fact handled by either the computer or behind the scenes in load control. The check in staff scan a boarding card get a red beep and reissue to new seat. Yes they are busy getting the flight away but an on departure upgrade is not a major problem. As to the comment take your business elsewhere I find to be childish to the extreme.

 

[RichardMEL]

Annoyed maybe Pissed off maybe Anger I don't think so. I thought my comments here were tempered and constructive and to be honest didn't expect to be lectured for having the hide to question the upgrade process of the airline. I can assure you with over 47 years industry experience including half that at the airline in question I am fully aware of the processes involved in on departure upgrades. These are in fact handled by either the computer or behind the scenes in load control. The check in staff scan a boarding card get a red beep and reissue to new seat. Yes they are busy getting the flight away but an on departure upgrade is not a major problem. As to the comment take your business elsewhere I find to be childish to the extreme.

With respect I was not lecturing.. merely giving an opinion - like everyone here can and does.

Further if you have the industry experience than none of what you experienced should be any real surprise now should it?

I would also note that I consider your comment about processing "all upgrades at the gate" as DIFFERENT to on departure upgrades which are a very different beast (to my experience as a customer, not an employee).

And even if you treat all upgrade requests as "on departure upgrades" as you suggest processed in the background say T-1 you still face the issues of seat assignments (I am sure as a P1 you have appreciated the ability to, when given an upgrade in advance from 7 days prior, have more of a selection of available seats). if it's all done "at the gate" and you only know by a beep on boarding then you have no choice with what you're given. What about pax together who may or may not be split up. Further what about the time taken for agents to deal with many multiple "beeps" ? (I suppose they could page pax at the gate as the usually do prior to boarding, but that is still potentially a LOT of work for a large aircraft).

I appreciate the idea in simplist form because yes, it would give a much much higher chance of the higher status pax getting the upgrades they desire, but there are potentially customer unfriendly aspects, not to mention workload on agents that I am not sure how logistically realistic this is. Just my view.

btw I am not sure how you are replying but quoting a post in a separate post is not really ideal. if you simply use the "Post Reply" button and then write under the quoted text it will flow much better. Just some advice, not a lecture

 

[RichardMEL]

Jeeze, I take a few months off flying and already feel way behind the eightball - but things do change very quickly, usually for the worse.

I am taking your post to mean that you purchased a ticket in Y, but had applied for a points upgrade to PE? Is this correct? I haven't attempted such for a while, but it used to be that you could apply for both an upgrade to PE and J, and would end up getting the highest available. Does this mean this is not the case, or am I missing something here?

The end result is clearly cough - you should have had close to first dibs on the highest upgrade - so I would tend to agree that their system is failing.

The problem likely was the SST seem to have limited control once the fligh goes into airport control when it comes to things like upgrades. Seems to me they are much more able to move flight bookings and the like much more easily than deal with upgrades.

I think many of us have noted over the journey of P1 that at times the SST seem impotent at certain tasks or don't have quite the authority one would think they should (thus re-enforcing that the SST is more a part of Marketing and Loyalty than actual Operations).

Again though this seems like a somewhat unusual circumstance - at T-20 J0 but W is open, the upgrade request for J made with " Also apply for PE if available" selected was processed. In most normal situations this is the correct order of events and if J did not have seats open up later on this wouldn't have been an issue. In some ways this ability to select what is essentially 2 upgrade options in one is actually a bit of a bonus of the QFF system if you ask me, but I digress. Anyway at T-20 the upgrade was processed per those conditions. Most of us know that, specially on international flights, short of major issues or misconnects, once a premium cabin is full that's usually it. From that point of view getting the W seat is a positive outcome.

What does seem unusual is that the seats clearly opened up with enough time for it to be noted and the SST called. I suspect they would have faced a technical issue in that the upgrade was considered "successful" and closed at T-20. They possibly could have requested an op up but without knowing the exact scenario, timelines and how in flux the flight situation was it's really hard to know what may or may not have been possible.

As we all know when a flight is being closed, specially a very full flight, one with a standby list etc it can be a bit crazy.

not intended as excuses of any sort.. more as observations.

I suupose the answer would be to somehow keep the upgrade request open even if satisfied partially, eg:

Upgrade request Y->J with PE as an option. PE is granted and points deducted but upgrade request for J still remains open up until flight closure and still processed for any U seats. Seems pretty simple (and probably way less simple to implement)

just some further thoughts.

 

[flychrisfly]

If QF cannot confirm the higher class requested then they should not confirm anything and do upgrades at the gate. At least that way the higher status pax would get the best cabin available.

But would miss out on lounge access, increased baggage allowance, priority check in etc.

 

[RichardMEL]

But would miss out on lounge access, increased baggage allowance, priority check in etc.

Very good point. Also F host contact/spa bookings for those upgraded into F.

 

[Jack_OC]

But would miss out on lounge access, increased baggage allowance, priority check in etc.

To be fair, none of that would matter to the P1 (or even a normal Platinum)!

 

[RichardMEL]

To be fair, none of that would matter to the P1 (or even a normal Platinum)!

Yes, but the notion was for ALL requests to be processed only at the gate. That does include Golds, Silvers and below. It may not affect a P1, but there's a lot of Bronzes and Silvers who would think it was quite important that they be able to access a lounge, get extra bag entitlements etc which would work if they got the upgrade at T-24 rather than T-0.

While this is a thread to discuss P1 stuff, it is a very valid point in my view.

 

[Jack_OC]

Yes, but the notion was for ALL requests to be processed only at the gate. That does include Golds, Silvers and below. It may not affect a P1, but there's a lot of Bronzes and Silvers who would think it was quite important that they be able to access a lounge, get extra bag entitlements etc which would work if they got the upgrade at T-24 rather than T-0.

While this is a thread to discuss P1 stuff, it is a very valid point in my view.

Yes I agree. You also made a good point about F upgrades. That said, I'm not sure how many P1s would lose much sleep about how something might impact lower status pax!

TBH, I suspect this is a fairly rare anomaly and not really something that is likely to cause QF to consider rejigging the whole upgrade system for.

 

[RichardMEL]

That P1 may not care too much now about anyone else, but wait till they drop to gold (or LTG) and the shoe may be on the other foot...
Maybe I'm rare but I do like to consider others and effects of decisions or "enhancements" on them, not just me

 

[woodborer]

Yes, but the notion was for ALL requests to be processed only at the gate. That does include Golds, Silvers and below. It may not affect a P1, but there's a lot of Bronzes and Silvers who would think it was quite important that they be able to access a lounge, get extra bag entitlements etc which would work if they got the upgrade at T-24 rather than T-0.

One thing to keep in mind is that the upgrade 'system' is actually handled by multiple systems.

There's the normal upgrade system. Then there's the Upgrade to the Gate system. Basically any unfilled upgrades that have opted for a 'to the gate' upgrade get copied across to another system.

Any 'to the gate' upgrades fall under the control of the departing airport.

 

[Kiwi_Flyer]

Upgrades at the gate aren't always smooth either. A few weeks ago at LHR I had been upgraded to F between check-in and reaching the gate (as seen on manage my booking) but had to wait 15 minutes at the gate because the gate staff thought I'd been offloaded from the flight.