The definitive thread on Qantas IT gripes

[Himeno]

My points from QF853 this morning posted as the aircraft landed in MEL.
So at least something works?

 

[JohnM]

They know your significant birthday is coming up...and your eyes must be going. It actually said "Geriatric error"

Droll - very droll... .

Bloody millennials - no respect whatsoever .

 

[Franky]

They know your significant birthday is coming up...and your eyes must be going. It actually said "Geriatric error"

Have been trying to search most of the day on the wife's WP account and have had the same. That said, she did have a very significant birthday a week ago so perhaps that's the problem!

 

[VPS]

Flew 4th October - was supposed to fly CBR MEL MEL ADL but flight was delayed so they put me on the direct CBR ADL. All good but I asked for ORC on the 28th.

Yesterday I get this email - yes you plonkers the ORC had already been successfully credited to my account on the same day you sent this email. What a coincidence. Also - I didn't ask for missing points I asked about missing SC. Harrumph

Dear Mxx_xx

Thank you for contacting the Qantas Frequent Flyer Service Centre.

We have received your email about your missing Qantas Points and apologise for the delay in our response to you.

This is to confirm that your Qantas Points for the flights QF 819 and QF 699 had already been successfully credited to your account.

You can view your recent account activity by visiting qantas.com/youractivity where you can also print your activity statement.

We recognise the inconvenience this may have caused you and appreciate your patience and understanding throughout this situation, xx_xx.

Need further help? Please chat with us via qantas.com/qffwebchat 7am-7pm AEST, seven days a week. If you are outside of Australia, visit qantas.com/contactfrequentflyer for your local contact number.

Kind regards

Jessica
Qantas Frequent Flyer Service Centre

 

[Vic]

The one I love is multiple person bookings where they address messages to the first person in Alphabetical order of names. As the person buying the flights, and the primary contact for the booking it always amuses me that all notifications are addressed to the youngest child on the booking. Same surname as me, but with a first name starting with B, the other young adult has a first name starting with M and my partner has a different surname that starts with a letter after my surname.

My email is attached to the childs account, so I get messages and sms like "Dear 11 year old, it's almost time to fly" "Dear 11 year old, your flight time has changed" etc.

In Alphabetical order of names it is 11 year old, young adult, me and then my partner. This is the only explaination I can think for the 11 year old getting all the messages.

Seriously how hard it to contact the person who is listed as the primary contact?

 

[tdimdad]

I have a booking for SYD-MEL + MEL-BNE the same day and return BNE-SYD the next day. Looking at it on the QF app, I got rather worried for a minute that they've missed the Melbourne leg. The big boss would be unimpressed if I didn't show up there.
All good on the website. Also when you go an open the trip on the app, it shows the detour to MEL correctly.

If they summarise trips like that, why not take to the end and show it as SYD-SYD?

 

[JohnM]

Well, here's a cracker, although it's probably more to do with the chimpanzee that handled it (dare I suggest where that may be...?).

I had some involuntary changes made to my recent DONE4 itinerary imposed by an AA cancellation and the QF A380 shemozzle following the catering truck incident at LAX.

I submitted claims for ORCs according to the proper procedure, including copies of my itinerary clearly showing the PNR, my name and my QF FF number.

Today I get replies saying my claims were (verbatim from their emails): UNSUCCESSFUL - NO MATCH ON BOOKING NAME OR FLIGHT.

Well, I'm not surprised seeing that they addressed the email to one of my sons, complete with his FF number (although the reply was sent to my email address) . WTF!

Maybe I can be thankful for the small mercy that they at least kept it in the family.

Gaaahhh - now to try to sort this out.

 

[RooFlyer]

Well, I'm not surprised seeing that they addressed the email to one of my sons, complete with his FF number (although the reply was sent to my email address) . WTF!

So who is going to make the claim for 50,000 points as compo for breach of privacy - you or the son?

And if your son wasn't on the flight - what's the problem? QF are completely correct in rejecting the claim and gave the correct reason.

 

[JohnM]

So who is going to make the claim for 50,000 points as compo for breach of privacy - you or the son?

And if your son wasn't on the flight - what's the problem? QF are completely correct in rejecting the claim and gave the correct reason.

Where is the PITA button when it's needed?

 

[JohnM]

My FF number is 59xx_X.

My son's just happens to be 59Xxx_X.

That may be a reason why it happened, but certainly no excuse when the names don't match, he hasn't even flown this year and I sent copies of the itinerary.

Hopeless, just hopeless...

 

[RooFlyer]

Like I said .. soak 'em for breach of privacy.

 

[TheInsider]

My FF number is 59xx_X.

My son's just happens to be 59Xxx_X.

That may be a reason why it happened, but certainly no excuse when the names don't match, he hasn't even flown this year and I sent copies of the itinerary.

Hopeless, just hopeless...

Not IT issue though, that's a human problem.

 

[JohnM]

Not IT issue though, that's a human problem.

I did allude to that, but decided to post here as illustrative of the shambles.

How could the person handling it not see that the first names were different and that my son had not flown? Yet I had provided the itinerary AND the BPs to show the difference between what I had planned and what I had been obliged to do because of carrier-imposed changes. Surely the mismatch was an alert to CHECK?

Completely lacking in any care and common sense.

 

[JohnM]

Update on my ORC shemozzle.

I phoned on Wednesday afternoon and of course I got the Manila centre .

I was promised a call back next day. Of course that never happened .

Just phoned again this morning and thankfully got the NZ centre. The agent can see it and is promising to get it sorted.

Time will tell...

 

[JohnM]

Update 2.

Two hours after contacting the NZ call centre, everything is sorted, with an email to confirm. Checked my account and missing QF SCs and points have been credited. Advised in the email that it will, understandably, take a bit longer for the AA credits to show.

Thanks to the NZ agent.

But all the extra hassle should not have been necessary if the first person had done their job properly.

 

[drron]

Just bought the Centenary coins through the QF online shop.What a hassle.Paid cash but it kept reverting back to points.Can't ship to a PO box-WTF.
Twice got to proceed to pay and it reverted to the online shop catalogue and lost all the details.
Boy the interns are busy today.

 

[Lifetimebronze]

Points/Status calculator at:

Qantas Points Calculators | Frequent Flyer

Find out all you need to know about earning and using Qantas Points with our points calculators.

www.qantas.com

doesn't show anything for domestic AA flights.
Message for all classes
"<class of travel> not available for the selected route"
?????

 

[RooFlyer]

Welcome to AFF @Lifetimebronze

That fault in the points calculator had been there for a month or so, since the JV arrangements were approved. Another example of Qantas' lamentable IT.

 

[juddles]

Just love this sort of stuff:

Opened the Qantas site at almost midnight - and noticed the chat offer:


Seeing they were "online and ready to help" I clicked on the Chat Now button, and got this:



Edit: actually, it is worse - just noticed it does not say "We're online and ready to help" - it says "We're online and ready help". OMG....

 

[albatross710]

Completely lacking in any care and common sense.

In my experience running a Manila call centre the low level staff will look only so far and then reject at the first mismatch. They do not think, "Why would Mr JohnM go to all this trouble of posting this BP and Itin when clearly his son didn't travel." Circular logic and you simply cannot deal with it.

Sadly Suncorp has just gone the same way and this customer will be leaving them soon. And I haven't been with Telstra for years because of their Cebu efforts.