Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[kangarooflyer88]

shareholders rather than customers maybe?

I don't know, I hear AmEx, NAB and the other Australian banks are happy campers of QF!

 

[Lynda2475]

Keep in mind too that there is recourse for travellers who distaste the SYD INT J lounge: head to the Emirates lounge

Only if flying EK or on an EK issued ticket.

 

[encryptededdy]

Only if flying EK or on an EK issued ticket.

Or QF Status on QF flight

 

[Mwenenzi]

Another QF ticketing error story. Revenue fare - not award in this case.
News.com.au Melbourne man’s $21,000 Qantas booking nightmare

<snip>
But due to an error made by a customer service agent, the booking was never ticketed, a Qantas spokesperson told news.com.au.
<snip>

 

[jbman]

Interesting quotes from the article

The airline recently introduced new processes at its contact centres which sees more complex bookings escalated to more senior customer service agents to prevent errors like this occurring.

It is also rolling out new technology in the coming months which will allow it to match complex customer requests with more experienced agents.

The technology will also identify customers who have had to call multiple times and match these callers with more experienced agents.

 

[SeatBackForward]

Interesting quotes from the article

or they could've made more effort to have retained all those "Experienced Agents" that some clever finance whizz-kid axed through covid. Think about it, those same experienced agents, would already have 3yrs over anyone they recently hire, in addition to all the experience pre-pandemic.

They could've spent the quite time during Covid to have made all those improvements also..

 

[Quickstatus]

Interesting quotes

Proof is in the pudding.
However it seems to me that the executives are reactive rather than proactive

 

[Princess Fiona]

Another QF ticketing error story. Revenue fare - not award in this case.
News.com.au Melbourne man’s $21,000 Qantas booking nightmare

News must be scouting around for any old ticketing stories considering this was published today and the flight was in July last year.

 

[Danger]

Interesting quotes from the article

What the **** is "complex" about these ongoing issues? Isn't "ensure ticket is ticketed" like, gee, I dunno, ticketing 101?

 

[Rangalad]

What the **** is "complex" about these ongoing issues? Isn't "ensure ticket is ticketed" like, gee, I dunno, ticketing 101?

Actually ticketing 081 ….. Thanks, I’ll see myself out.

 

[1022]

or they could've made more effort to have retained all those "Experienced Agents" that some clever finance whizz-kid axed through covid. Think about it, those same experienced agents, would already have 3yrs over anyone they recently hire, in addition to all the experience pre-pandemic.

They could've spent the quite time during Covid to have made all those improvements also..

Sadly the outsourcing of phone staff and the consequent whiteanting of competent in-house staff was well under way prior to the pandemic. It’s highly unlikely that the overseas outsourced centres have ever had all that many staff with 3+ years of experience working with Qantas customers. I gather those places are a revolving door of high turnover given their pretty awful working conditions.

It’s going to be increasingly hard for executives at Qantas to keep ignoring the ticketing issues now that the tabloids are on to the case. Though tellingly the spokesperson’s non-response was to say they’ll enhance service recovery instead of fixing the damn problem at the source. This whole thread is a case in point.

 

[TheInsider]

Sadly the outsourcing of phone staff and the consequent whiteanting of competent in-house staff was well under way prior to the pandemic. It’s highly unlikely that the overseas outsourced centres have ever had all that many staff with 3+ years of experience working with Qantas customers. I gather those places are a revolving door of high turnover given their pretty awful working conditions.

It’s going to be increasingly hard for executives at Qantas to keep ignoring the ticketing issues now that the tabloids are on to the case. Though tellingly the spokesperson’s non-response was to say they’ll enhance service recovery instead of fixing the damn problem at the source. This whole thread is a case in point.

Yep.. The enhancement is now another new phone system (now using Genesys Pure Cloud), which will eventually link up to the Salesforce system, giving more details about the customer (like flights booked in one screen).

 

[RooFlyer]

I note the change in the thread title!

 

[1022]

I note the change in the thread title!

"Promises" and "fix" should be in inverted commas

 

[SydneySwan]

"Promises" and "fix" should be in inverted commas

or have asterisks after them with subsequent disclaimers in the footnotes.

 

[Mr H]

Since this thread started, I have observed a number of members who say their problems have been fixed. I may have missed it, but I don't remember people saying that new problems have been created. I'm still cautiously optimistic - although I am still nervous about having to test it in a few days when I add more flights to my OWA...

 

[djkelly69]

this was published today and the flight was in July last year.

In fairness, QF probably only just responded to the flyer regarding his issues.

 

[algae]

I don't remember people saying that new problems have been created.

Maybe no new problems created by people at the email address, but definitely by qantas. In the last week I had two OWA changes. Each time I accepted online, and then never got an e-ticket.
On CMT I saw the lack of e-ticket. And as one was Malaysian Airlines, I saw all my e-ticket numbers drop off after 24h.

Hours wasted on the phone again and again

 

[Peasant]

News must be scouting around for any old ticketing stories considering this was published today and the flight was in July last year.

I think the miracle is QF has somehow managed to keep the full scale of its incompetence out of the mainstream media for this long...

I'm less forgiving as I think QF's behaviour in letting these issues drag on for so long has been quite unconscionable.

 

[VPS]

Anybody know anything about the consumer champion - I wonder what his percentage is?