The definitive thread on Qantas IT gripes

[JohnM]

They do not think,

Operative words...

I did say chimpanzees in my OP...

 

[Guvner]

In their defence, and to generalise, the "low level" staff are trained to follow sequential steps and fixed processes, and are neither paid nor trained to think laterally. Calling them Chimpanzees is a bit OTT. Slaves might be more apt.

 

[JohnM]

Well, whoever it was could not even read two different FF numbers or different first names. 'Slaves' they well may be, but surely some degree of literacy is a job pre-requisite - and doesn't exclude slaves?

 

[albatross710]

In their defence, and to generalise, the "low level" staff are trained to follow sequential steps and fixed processes, and are neither paid nor trained to think laterally. Calling them Chimpanzees is a bit OTT. Slaves might be more apt.

That’s not a good enough approach. There are millions of offshore process workers. Many are good. Many hide behind the excuses you are offering. We are dealing with Qantas an Australian entity. It’s a QF responsibility to have suitable trained and skilled staff to operate their business.

 

[JohnM]

And it's arguable that there was a breach of privacy in my case. Fortunately, it was my son. What if it had been someone unrelated?

It was just completely incompetent.

BTW, I'm still getting a stream of emails to my email address but addressed to my son and quoting his FF number saying my (err, his ) request for ORCs is rejected as they seem to be ploughing through each sector of my DONE4 (the ORC issue only affected about 5 of the 16 sectors).

The NZ agent did hint that this may happen. I guess for some reason once the bumble was stuck in the system as a me/my son hybrid it is hard to clean up? Maybe they have to walk through every sector to expunge them from the system - but they are still locked against my son, not me (to repeat what I mentioned upthread, my ORCs have been credited. But the rejection emails addressed to my son keep coming).

The ongoing shambles also seems to say something about the state of the IT, does it not?

 

[Guvner]

That’s not a good enough approach. There are millions of offshore process workers. Many are good. Many hide behind the excuses you are offering. We are dealing with Qantas an Australian entity. It’s a QF responsibility to have suitable trained and skilled staff to operate their business.

I'm not offering excuses, and I'm certainly not hiding behind anything.
QANTAS management is at fault here, not the casually employed, working-poor, citizens of 3rd world countries.
Forget championing inevitable causes like Gay Marriage like all the other 'woke' corporations, how about applying some decent human ethics to your supply chain contracts.
What I am proffering is that we shouldn't blaming the people who are poorly trained, ill-equipped and underpaid.
For every 200 "Chimpanzees" there's one highly paid exec getting a productivity bonus. Get angry with them.

 

[drron]

I have had 2 very good experiences with phone contact with an airline.One was the TG Sydney Office with a change of an LM award.The woman knew her stuff and everything fixed in a couple of minutes.
The second though was with an AA call centre in the Phillipines.The young woman was in her first week in the job and was obviously keen to learn.Yes it took a little while but I got better than I set out to acheive but I believe I also taught her a few tricks from the passenger's side.
So I certainly don't blame call centre staff but the firm for not educating the staff.

 

[downgraded]

I'm not offering excuses, and I'm certainly not hiding behind anything.
QANTAS management is at fault here, not the casually employed, working-poor, citizens of 3rd world countries.
Forget championing inevitable causes like Gay Marriage like all the other 'woke' corporations, how about applying some decent human ethics to your supply chain contracts.
What I am proffering is that we shouldn't blaming the people who are poorly trained, ill-equipped and underpaid.
For every 200 "Chimpanzees" there's one highly paid exec getting a productivity bonus. Get angry with them.

They are paid very low wages to do very specific roles. It's a QF issue with the model they've bought in to. QF hasn't chosen the customer centric resolve the issue in the first call approach but rather the minimise per transaction costs by minimising expertise and interaction time.

 

[teamhamsandwich]

My current gripe is a glitch when I have a J points upgrade and an infant attached to the booking. It is never automatically reticketed and requires a call at check in every bloody time. Last trip I even tried the chat and a call beforehand and still not done! Not so fun standing around for a half hour with a 6 month old baby to deal with. Fix this Qantas!

 

[Ade]

So, I've got a few flights with QF over the weekend and in the premium cabins.

Now, I'm unable to manage the bookings from QF website - error, we can't find the itinerary or something like that. The whole trip is not listed in the mobile app ...

Error in the website

<quote>

• We are having difficulty with the request as submitted. Please try again or contact us for further information if the problem persists. (4616)
• We are unable to find this confirmation number. Please validate your entry and try again or contact us for further information. (8104)

</quote>

something's terribly wrong at QF IT ...

In call with the customer service for the past 40 mins, no answer yet !

 

[Tropic]

Look its great QF sees our safety as its number one priority...but not so good if that's at the exclusion of other priorities like genuine customer care, happy smiling crew, having a fit for purpose IT system, having properly trained and knowledgable call centre staff, getting PB working as required by OW...etc

 

[Ade]

Qantas has just put a note on their website re issues with Manage My Booking

"We’re currently experiencing issues with Manage Booking. We appreciate your patience while we fix this. "

 

[VPS]

Anyone have any luck booking hotels on the Qantas website at the moment. This is while I've been on hold to Telstra for 30 minutes because the resolution team he was handling my complaint has totally stuffed up - my blood pressure is rising rapidly

 

[teamhamsandwich]

Trying to change a seat for an upcoming flight and lo and behold....

 

[Pushka]

Trying to change a seat for an upcoming flight and lo and behold....

View attachment 201640

I had that on two different accounts and two different browsers this morning. Then I used Firefox and it worked.

 

[VPS]

I couldn't book a hotel online and it said to call and when I called the lady said if I can't book it online then she can't either. WTF.

She gave me a reference number and I said what for - just so you have one if you have to call back but just keep trying to book it. Effing hopeless. I ended up hanging up on Telstra after 90 minutes. Good news - cool change on it's way to Adelaide - thank goodness.

 

[Pushka]

I couldn't book a hotel online and it said to call and when I called the lady said if I can't book it online then she can't either. WTF.

She gave me a reference number and I said what for - just so you have one if you have to call back but just keep trying to book it. Effing hopeless. I ended up hanging up on Telstra after 90 minutes. Good news - cool change on it's way to Adelaide - thank goodness.

The website was coughe this morning and the operators - some of them anyway - must have designed it!

 

[VPS]

And another one

Ultimate Valentine's Getaway

Ultimate Valentine's Getaway Competition

www.qantas.com

Competition but keeps saying you need to enter you first name even though you had - SIGGHHH

 

[justinbrett]

Has anybody managed to get the Apple Watch app working without having to do a hard reset every time you want to open it? It’s pretty useless. I swear it used to work better.

 

[Mr H]

So. I can't use the Qantas website at home without clearing every cookie, every piece of history, logging out of safari and logging back in with Qantas.com as the first site I visit. But why would I bother? I just want to link lounge invitations to flights. Yesterday the error came when I submitted the request to link sites - sorry, something went wrong, please try again later. Today it won't let me into the lounge invitations screen - sorry, something went wrong, please try again later. Their Facebook messenger is automated and won;t understand anything. When I eventually got a person, they told me to call 131131. When I did that, the agent couldn't or wouldn't help with the invitations and suggested that the website issues could be fixed by clearing my cache, logging out and logging on again.