QF's crazy booking engine!

[eastwest101]

~ Looking to book one Business class seat to SIN this November. For the day I wish to travel there is no direct QF35 service showing up in repeated searches on the QF booking site, only the QF8405 (EK code share) or connections via SYD.

I would be interested if someone who does need to book simply calls Qantas and explains that say QF35 isn't appearing on the web site and wishes to make a booking, and not pay the assistance fee, once a few of those go through someone in QF may awake from their slumber and try to fix these problems. Maybe even use the specialized mASA or ASA at the Classic Awards rate phone number - as they may find it possible to do this without adding the phone assistance fee...

 

[rotor]

I would be interested if someone who does need to book simply calls Qantas and explains that say QF35 isn't appearing on the web site and wishes to make a booking, and not pay the assistance fee, once a few of those go through someone in QF may awake from their slumber and try to fix these problems. Maybe even use the specialized mASA or ASA at the Classic Awards rate phone number - as they may find it possible to do this without adding the phone assistance fee...

I've just done that. Yesterday the codeshare flights in my case would not display, no matter what.

I called the premium line and as soon as the operator (friendly and knowledgeable, as always!) searched for the flights on Amadeus they magically began to appear on the website for me. Very strange.

 

[eastwest101]

I've just done that. Yesterday the codeshare flights in my case would not display, no matter what.

I called the premium line and as soon as the operator (friendly and knowledgeable, as always!) searched for the flights on Amadeus they magically began to appear on the website for me. Very strange.

Will be interested to see if that happens to other people here......

What you described sounds very peculiar but could possibly explain why a lot of these flights are dissapearing then re-appearing at random intervals...

 

[serfty]

Has anyone tried experimenting with Cookies - as in clearing all the Qantas.com ones before searching?

 

[RooFlyer]

Has anyone tried experimenting with Cookies - as in clearing all the Qantas.com ones before searching?

And if that doesn't work, I have this neat incantation to use while having the entrails of a goat wrapped around your waist and jumping up and down on one leg.

it may not get you a QF booking, but it does get the conversation at work going.

 

[MarcB]

The other day I thought there was a real enhancement. Logged into a booking I'd made via expedia.br and the "Change" button was there. I managed to check and price a change, but decided not to proceed. The option has now vanished with the ability to change bookings appearing only for bookings originally made directly with QF. Did anyone else see this?

I am not sure if it was a bug, or if the ability to change TA bookings on QF.com is a coming improvement.

 

[Brettmcg]

I think JQ have done a really great job with their new booking engine.



Not a single QF flight to choose from. This is really starting to grind my gears!!

#fail

 

[CaviAck]

I would be interested if someone who does need to book simply calls Qantas and explains that say QF35 isn't appearing on the web site and wishes to make a booking, and not pay the assistance fee, once a few of those go through someone in QF may awake from their slumber and try to fix these problems. Maybe even use the specialized mASA or ASA at the Classic Awards rate phone number - as they may find it possible to do this without adding the phone assistance fee...

The last 5 times I've called the dedicated line not a single operator said that an ASA was not able to be done over the phone and online online. After persevering they magically were able to price me a mASA and said that I could not reduce the points and have a co-pay. A little more recounting of how it was possible last time I rang up, I managed to bring points down to classic levels plus cash, but with an award assistance fee...

I'm starting to think the new dedicated number isn't so dedicated, and that it just diverts to the main call center... Funny thing is I've had better experiences with quoting a mASA over the ordinary line when the dedicated line was still just 9am-5pm.

 

[Red Roo]

The last 5 times I've called the dedicated line not a single operator said that an ASA was not able to be done over the phone and online online. After persevering they magically were able to price me a mASA and said that I could not reduce the points and have a co-pay. A little more recounting of how it was possible last time I rang up, I managed to bring points down to classic levels plus cash, but with an award assistance fee...

I'm starting to think the new dedicated number isn't so dedicated, and that it just diverts to the main call center... Funny thing is I've had better experiences with quoting a mASA over the ordinary line when the dedicated line was still just 9am-5pm.

As previously mentioned, the dedicated number positions your call so it can be directed to the first available consultant across 4 different Reservation teams without going through all the phone menu options. Platinum Frequent Flyer and Chairmans Lounge members will continue to be directed to the Premium Desk to maintain their priority.

The inconsistency in service is being addressed with individuals where an example is provided, and I would encourage you to continue escalating the matter with a team leader where necessary (i.e. waiving of the service fee, or arranging a refund where it's been incorrectly charged). As always, I'm happy to assist where possible too.

As an update to the intermittent issues, this matter had already been escalated to our Web Support team when I reported it based on the AFF threads. It's currently being tested and we hope to resume stability asap as this is obviously a major priority for the business network wide.

 

[dede]

Last night a friend tried booking MEL-JFK next August 15, return Sept 2. Both days listed NO FLIGHTS. I tried at the same time as a WP and still the same. There were around 5 days that had no flights available during that period. Today they have magically reappeared. Here's a screenshot of what it looks like today with some NO FLIGHTS showing up on Sept 1 & 6. I'll check again tomorrow and see what the lucky dip has thrown up. After sitting on the phone waiting for 45 minutes last night he gave up and has since booked with VA so Qantas has missed out again!

 

[BD1959]

As an update to the intermittent issues, this matter had already been escalated to our Web Support team when I reported it based on the AFF threads. It's currently being tested and we hope to resume stability asap as this is obviously a major priority for the business network wide.

Is this why the other thread is reporting issues with ness.com - or is that completely unrelated testing?

Seriously, RedRoo, inconsistent service (both online and through call centres), bugs released to Production, testing comments left in Production Data ... it all adds up to a VERY bad look for Qantas.

Regards,

BD

 

[dede]

The other day I thought there was a real enhancement. Logged into a booking I'd made via expedia.br and the "Change" button was there. I managed to check and price a change, but decided not to proceed. The option has now vanished with the ability to change bookings appearing only for bookings originally made directly with QF. Did anyone else see this?

I am not sure if it was a bug, or if the ability to change TA bookings on QF.com is a coming improvement.

I recently changed one leg of a journey online. When I went to change the other leg last night that option was gone. Rang up and was told you can only make the first change to a booking online, subsequent changes you have to ring up to do.

 

[serfty]

I recently changed one leg of a journey online. When I went to change the other leg last night that option was gone. Rang up and was told you can only make the first change to a booking online, subsequent changes you have to ring up to do.

That has generally been the case for several years.

 

[Mollycram]

Anyone else having the problem that when trying to do a multi city booking on an iPad no option for class of travel appears? Occasionally it will be there but nine times out of ten there is just blank space where the drop down box is meant to Be. Very frustrating....and pushing me to book via third party operators.

 

[Ansett]

HI RED ROO

You mentioned that these issues had been escelataed and IT was working on it. Can we have an update as this is now very very frustrating for many members and MUST be costing QF a stack of lost bookings.

 

[Ansett]

Just for reference booked an F ticket out of Auckland this week and when checking on Check My Trip it tells me the travel agent is

ANY SEAT INTERNET REDEMPTION !!!!!!!! WTF is that about this is a paid cash ticket ???

 

[MarcB]

I am still having an issue whereby when I try to "change" my flights, it does not show me business sale fares. Instead, it shows only the business saver fares. This is on a BNE-AKL booking. These were originally booked as the cheapest Y fares, so there is no issue with the fare not being equal to or greater than...

I would post an image...if someone tells me how!

 

[Ansett]

Slightly OT But it seems some one cant calculate or doesnt check things properly

Book this hotel in Melbourne and receive 6 points per dollar @ $233.00 per night which equates to 1398 points however the image clearly shows that one can earn 1392 points on that booking.

Now its only 6 points but its still wrong !

 

[Red Roo]

HI RED ROO

You mentioned that these issues had been escelataed and IT was working on it. Can we have an update as this is now very very frustrating for many members and MUST be costing QF a stack of lost bookings.

I have only just received confirmation that the issues raised earlier this week have now been resolved.

Some issues were resolved by customers clearing caches and cookies.

Also, this link to viewing tips may be useful to some:Viewing Tips | Qantas

 

[straitman]

Another silly variation I have been getting. I have been trying to book a direct MEL-CNS using my free flight from when they grounded the airline. On some days I get 'Qantas does not operate direct flights from MEL-CNS' but get availability on some other days. When I ring and ask the answer is 'there is no S class availability on the days when I'm getting the strange message.
I have two issues with this:
1. She didn't understand my issue so would not report it and
2. EF showed good availability in S class.