[Rumor from QF CSAs] Qantas to bring back online mASA's?

[legroom]

So I'm going to try to get an MASA booking on Monday. I can get a classic award, so would someone be nice enough to let me know "the language" I need to use to get the MASA? How do I tell if there is U availability and points required compared with classic?

And last question, why won't Qantas just revert to us doing all the searching ourselves? Sigh.

Correct language does not guarantee success - speaking from experience !

1st call got thumped followed by successes with 2nd and 3rd MASAs, only to be belted with the 4th one.

It is guaranteed to be inconsistent.

However, what I use are:

* ASA booking into U (for Uniform) fare bucket

* ASA booking at Classic Award Points

* Marginal ASA

* Reference Card "Right on Q" #7740

So, go ahead and be entertained and above all, GOOD LUCK !

 

[ketsuzei]

* ASA booking at Classic Award Points

I'm still not a fan of that phrase... I'd be annoyed if I had to pay Classic Award points for my CBR>SYD>HBA JASAs.

 

[pagingjoan]

Suggest also asking for confirmation of the T&Cs for cancellation, change etc.

 

[Limewood]

We are hoping that in this millennium ASA's will be back where they should be ONLINE

 

[JohnK]

We are hoping that in this millennium ASA's will be back where they should be ONLINE

And I am hoping Anytime lounge access is restored soon.

Now where are all those people who did not care when Anytime access to lounges were removed?

 

[QF WP]

(copy also posted on concurrent topic)

Okay, cleared the desk and have 5 minutes to report the adbridged summary.

To recap, my email to the RGM was this (and the basis of our discussion):

I thought I’d qualify some of the discussion regarding Qantas on Australian Frequent Flyer and give you links to the topics, so you can see the extent of the discontent with some of the decisions (albeit some are “under review”).

1. Any Seat Awards

I trust Samh004 gave you some background to the issue. Whilst the members of frequent flyer website (like Australian Frequent Flyer and Flyertalk) may be a minority of the 9 million QFF members, I’d think that due to our sharing of information, we are some of the better informed about this benefit. As Virgin recently had a trial using the same offer, it would appear that it was working for QF and copying of a benefit by a competitor is the ultimate proof that the strategy was working.

In my own case, use of ASA’s have been instrumental in keeping me on QF over the past two years and my re-qualification of Gold status. It has also reduced my business costs as well as reducing QF’s unused points liability on their Balance sheet. It will also mean some of our members (who have already contacted me) will not only stop flying QF, but also change their CC spending habits to ensure they don’t earn QF points.

I was privy to a conference call (with other social media people) where QF Management flagged that ASA’s were under review and the ability to be booked online was being transferred to the Call Centres. To our members (and I would think to QF), this has meant a significant increase in the time taken to book these flights and therefore, bottom line cost (particularly to QF).

Relevant topics:
http://www.australianfrequentflyer....m/confirmed-qf-removing-cheap-asas-48705.html
http://www.australianfrequentflyer....rogram/has-anyone-had-success-call-51720.html


Qantas Survey

I recently participated in a Qantas survey to rate the Qantas Frequent Flyer program (see copy of email at bottom) and wrote a comment at the end:

I am one of many who are disappointed with the transfer of Any Seat Award bookings (at Classic redemption rates) from the website to the Call Centre and the review currently being undertaken. If they are taken away, that will impact my desire to earn points in the Qantas FF program, to fly with QF and to continue to re-qualify Gold and will continue my significant transfer of flying to Virgin (where I have obtained and recently re-qualified Platinum).

It asked me to compare the Velocity program – which unfortunately for you, rated higher in more than half of the categories.

So, as I said previously, we spoke for ~70 minutes on the various topics and concluded:

Any Seat Awards

There are no plans to remove the option of Any Seat Awards via the call centre. QF are also pleased to see the change in hours at the call centre have been well received.

My personal observations - So at this stage there are no plans to take away mASA's altogether {Rumour put to bed}. As they were taken down prior to the new upgrade, whether they are brought back on-line may depend on QF putting the IT resources needed to that project (possiblr based on their perceived value of selling seats under the mASA option). It still is a valid revenue stream, as all points earned have been bought (including the ones given for actual flying).

My recollection from our AFF Mods telephone briefing is that they were being removed because of the upgrade to the system and so they could review (assess) the number of queries and others stats (time, revenue and points paid). Whilst in hindsight, the 1300 number was appropriate, perhaps they didn't forsee the FF's using it would prefer to do bookings out of hours. Only knowing from an AFF and personal perspective, previous xASA bookings were done at various times (in and out of buiness hours) and probably quicker (online searching and booking required no phone call or manual intervention from QF CSA). Secondly, there are obvious gaps in knowledge of the Call Centre staff and has been brought up multiple times here (yet at the same time, similar numbers of success stories). The ability of us to advise the briefing sheet to be used is helpful (although I'm sure at times they wonder how we came across this knowledge - others will be plain grateful). There are always likely to be gaps in the training of hundreds of staff and we can only hope it continues to get better (the knowledge of the process and therefore average time per call reducing).

Qantas Survey

The RGM hadn't seen the survey so couldn't comment on the questions posed - but accepted my comments were upfront and honest.

My personal observations - Obviously, QF will be concerned if there are unintended consequences from their actions and need to know the level of discontent in our Community (and possible ramifications). I know I'm not the only one to advise QF Management (in writing) of these points. Although we are a small part of QF's overall revenue, we are an intergral part of their FF strategy (as our membership boasts a large [collective] proportion of P1, Plats & Gold). I hope that there will be due consideration and respect for our position.

I'm absolutely certain that Qantas are keeping a close eye on this and similar threads (via Red Roo) as part of their social media strategy.

 

[OATEK]

Thanks QF WP, it at least seems as if we can expect MASA bookings to be available longer than originally feared. Also thanks for taking on the task of speaking on behalf of AFFers.

 

[Limewood]

Yes, thanks QF WP for the update.

Just hope they come to their senses and bring ASA's back online to stop all this wasted time for QFF's let alone what its costing them, its also very frustrating still for many.

 

[Ansett]

QF WP

Thank you for your time in first off meeting with QF and the abridged report above. It is slightly comforting to see that they may be back tracking on the whole MASA situation. I will continue to wait and see given past performane. I refer to coments such where a higher benifit is available with one company then the higher of those shall apply in future. A classic example is baggage allowance.

Again thank you for your efforts in doing this in your own time.

 

[Ansett]

As a further comment it appears to me that the QF staff are still having to look at information on Qantas Pages be it web or intraweb or other IT systems. Why can a portal not be opened up that allows us to see the same or perhaps slightly limited information and go back to doing all of this ourselves?

I will say I am not as IT savvy as some, so please excuse me if my thoughts are some what simplistic. ::?::idea:

 

[Limewood]

Why can a portal not be opened up that allows us to see the same or perhaps slightly limited information and go back to doing all of this ourselves?::?::idea:

That is the question being constantly asked here and elsewhere, yet there is no answer WHY?.

 

[legroom]

That is the question being constantly asked here and elsewhere, yet there is no answer WHY?.

Sorry, I have been busy handing out "congrats"

Now, what was your question again ?

(tongue in cheek)

 

[Limewood]

Sorry, I have been busy handing out "congrats"

Now, what was your question again ?

(tongue in cheek)

I think it was bring the ASA's back on line but WHEN?, well I think

 

[QF WP]

I presume that Qantas have to weigh up the IT cost in bringing it back onto the new platform - don't ask me anything technical IT questions, because it'll go straight over my head . They also are no doubt reviewing that against the costs being incurred now to fund mASA's via the call centres (where people use the 1300 number).

I'd love to know what proportion of mASA sales are due to people from AFF and Flyertalk...

 

[Limewood]

Business is run on service and with this change by removing ASA's has inconvenienced so many customers, they just got it wrong. Trying to book by phone when many at Q desk don't know about the changes, then some charge a booking fee others don't, being put on hold for so long while answers are found.

Of course before we could see as many flights as we liked then choose and click to suit just so easy, now we have to choose a classic and call them, and if you have correct terminology one might get a MASA, not on. Of course its costing QFF big $ to service these extra customers by phone now.

Fess up QFF and tell us why you took this huge backward step and will we be getting ASA's back online, its simple enough.

 

[markis10]

Maybe they are working on it now, booking engine is basic only and no FF access:

 

[phily]

Maybe they are working on it now, booking engine is basic only and no FF access:

Big online systems like Qantas.com.au don't do upgrades during weekday business hours. They'll do their upgrades overnight, and preferably late on Saturday nights. Today's outage of much of their website will be due to a serious problem that can't wait till tonite.

 

[markis10]

Big online systems like Qantas.com.au don't do upgrades during weekday business hours. They'll do their upgrades overnight, and preferably late on Saturday nights. Today's outage of much of their website will be due to a serious problem that can't wait till tonite.

Not always (I am in IT and dont forget QF systems are in overnight mode being GMT based as most airlines are), and besides, as far as I am concerned getting ASAs online is a "cant wait" issue . They went down at 0000GMT.

 

[JessicaTam]

Not always (I am in IT and dont forget QF systems are in overnight mode being GMT based as most airlines are), and besides, as far as I am concerned getting ASAs online is a "cant wait" issue . They went down at 0000GMT.

The website has reverted to basic functionality a few times this year for no apparent reason.

 

[EmilyHoward]

Perhaps the outage was something to do with the re-classification of the button icons on how you earn points?

EH