The definitive thread on Qantas IT gripes

[Vic]

First the good... the missing flights online claim form has been update to request both PNR and ticket number, which seems much more robust in allowing someone to track down the missing flight. My experience in the past has been a fail for the online form when they didn't request this info; not surprising since they're just trying to find a flight they've already missed.

The bad... While Qantas will let you search for flights to "BER" with the name Berlin (not Brandenburg). The missing flights form doesn't have "BER" as a destination only TXL, with the name Tegel.

I bet this is why the flight didn't credit to start with, all the other flights appeared ok. I further bet my online missing flights claim will fail since I've submitted the wrong destination. Waiting my 14 days to find out... lol

Not sure why it's hard to refer to the same look up list...

Happy to report, points came in yesterday - so 3 days. But after a phone call and finally emailing boarding pass to the normal frequent flyer email.

So while the new online form is great, and asks for relevant details, it still needs improvement.

 

[Lynda2475]

Was unable to check-in online this evening for tomorrows domestic flight, clicked check in and nothing happened. BUT check in via app on my phone worked no issues. Consistently inconsistent.

 

[eastwest101]

Anyone else noticed that the Classic Upgrades site is also not working? It's almost getting to the stage where it's easier to report on the parts of the Qantas web site that do work.....

 

[JohnM]

Well, I'm stuffed if I know how QF IT operates.

I made bookings PER-xMEL-CBR and CBR-xSYD-PER for September some time ago.

Not long after, they downgauged the SYD-PER from A330 to B738. I phoned and got it changed to another A330 flight that day. Sweet.

Time goes by with no changes, then bang! This week three of the four flights changed - gauges, times, flight numbers - the whole schmeer.

Scope EF, but no other options in the window, so accept all changes. My original printout of the itinerary now looks a scribbled-on mess.

Surely, when I hit 'email itinerary' a day later, everything should have processed and updated and I would receive the new itinerary? No way. Same if I hit 'resend tax invoice'.

WTF?

All I keep getting is the original itinerary from months ago that is now almost totally changed. The only flight that stood the test of time was the first one PER-MEL.

The emails hit Outlook and I'm asked if I want to add it to Calendar. Fat lot of good that will be; it's just a repeat of what's (now wrongly) already there.

The only way I can get an updated printed itinerary is to 'print this page' from the QF website 'Your bookings' and it comes out as a screen dump spread over three pages.

Anyone else struck this?

 

[encryptededdy]

Surely, when I hit 'email itinerary' a day later, everything should have processed and updated and I would receive the new itinerary? No way. Same if I hit 'resend tax invoice'.

This means your changes haven't ticketed. Given they're tickets on QF metal I wouldn't worry about it until September rolls around (since you're not going to risk losing the seats as you would if they were partner flights). If it's still not ticketed by then, then perhaps it's worth calling up and asking about it.

Anyone else struck this?

I've come across this many times, especially early 2022. I haven't had it happen in a while though. Usually the tickets come through eventually (you'll get an e-ticket in your inbox one day)

 

[Marcellinus]

I logged into my (same-sex) partner's account as he had enough points to lodge an upgrade request for us both on our upcoming flights. I tried multiple times selecting "domestic partner" and kept getting a "sorry something is broken" type error after clicking submit. Left it overnight and tried again in the morning, same issue. I changed it to "husband" and it worked straight away. Go figure. I know it's silly but I couldnt help but think that perhaps the system is designed to discriminate...

 

[SydneySwan]

Well, I'm stuffed if I know how QF IT operates.

I made bookings PER-xMEL-CBR and CBR-xSYD-PER for September some time ago.

Not long after, they downgauged the SYD-PER from A330 to B738. I phoned and got it changed to another A330 flight that day. Sweet.

Time goes by with no changes, then bang! This week three of the four flights changed - gauges, times, flight numbers - the whole schmeer.

Scope EF, but no other options in the window, so accept all changes. My original printout of the itinerary now looks a scribbled-on mess.

Surely, when I hit 'email itinerary' a day later, everything should have processed and updated and I would receive the new itinerary? No way. Same if I hit 'resend tax invoice'.

WTF?

All I keep getting is the original itinerary from months ago that is now almost totally changed. The only flight that stood the test of time was the first one PER-MEL.

The emails hit Outlook and I'm asked if I want to add it to Calendar. Fat lot of good that will be; it's just a repeat of what's (now wrongly) already there.

The only way I can get an updated printed itinerary is to 'print this page' from the QF website 'Your bookings' and it comes out as a screen dump spread over three pages.

Anyone else struck this?

Yes indeed. My trip to Manila in May was put back by Qantas one day in each direction. Once I had accepted the change I never received a confirmation from Qantas with my new itinerary despite the lovely people in South Africa insisting that they had and that if I could only be bothered to check my junk folder I would find it (it wasn't of course). They promised to send it again but of course they didn't (wasn't in junk folder either).

When I took the email itinerary or tax invoice option it always sent me the original documents even when I tried it on the morning of my departure.

Like you I had to resort to using the print this page option in order to have a printed copy of my itinerary as inelegant and unprofessional as that option looks.

I had no problem checking in and boarding my flights so the tickets had been reissued despite Qantas complete inability to send me anything to confirm that.

I don't know why we are expected to accept such nonsense from Qantas when I get more professional documentation when I place an order at my local coffee shop.

 

[JohnM]

I logged into my (same-sex) partner's account as he had enough points to lodge an upgrade request for us both on our upcoming flights. I tried multiple times selecting "domestic partner" and kept getting a "sorry something is broken" type error after clicking submit. Left it overnight and tried again in the morning, same issue. I changed it to "husband" and it worked straight away. Go figure. I know it's silly but I couldnt help but think that perhaps the system is designed to discriminate...

That should be the last thing to expect from QF…

 

[jeza]

Yesterday I had a timing change to the BER-SIN on my OWA. Tried resend QF itinerary after accepting the change, so far nothing yet. Just went to AY website & was able to see both the old & new e-ticket numbers, email of new ticket arrived instantly.

Edit- QF just sent through email itinerary PDF's for both the original booking & the updated eticket PDF in the same email chain. Numbers match those on AY website. If I hadn't of scrolled right through the email I could easily have missed the 2nd part with updated eticket.

QF Consistently inconsistent...

 

[Lynda2475]

Surely, when I hit 'email itinerary' a day later, everything should have processed and updated and I would receive the new itinerary? No way. Same if I hit 'resend tax invoice'.

This broke in May and no one at QF IT seem to have any interest in fixing.

Prior to May whenever a change occurred and was accepted new PDF itinerary & tax invoice would be emailed through within a hour or so or could be downloaded from MMB.

I've not received a single re-issued tax invoice since April; this includes multiple airline initiated changes (Flight time, change of flight number).

Clearly whatever the job is that is supposed to run to generate revised tax invoice documents isnt running. Should be a simple fix but alas the simple things never seem to get done at QF.

For my OWA i have to reply on coughpy Amadeus extract and PDF from Finnair - just ridiculous I need to use website of an airline that isn't even on my itinerary to get a printout of accurate e-ticket numbers.

 

[blackcat20]

Our updated flights have new eticket numbers on check my trip but no new itinerary either. Last time the call centre sent me the Amadeus one.

 

[Guvner]

I logged into my (same-sex) partner's account as he had enough points to lodge an upgrade request for us both on our upcoming flights. I tried multiple times selecting "domestic partner" and kept getting a "sorry something is broken" type error after clicking submit. Left it overnight and tried again in the morning, same issue. I changed it to "husband" and it worked straight away. Go figure. I know it's silly but I couldnt help but think that perhaps the system is designed to discriminate...

Not quite sure who is discriminating against whom, nor why that would be top of mind, but I had the same issue when I entered "Domestic Partner". However there was one Mr and one Ms on the booking. I changed it to "Wife" and it worked fine. Software testing isn't QF's strong point.

 

[Marcellinus]

So Qantas hotels has faith in my longevity, but they can't put me up . It won't let me change the date.

View attachment 279859

I had this too... Had to cancel and rebook...

Not quite sure who is discriminating against whom, nor why that would be top of mind, but I had the same issue when I entered "Domestic Partner". However there was one Mr and one Ms on the booking. I changed it to "Wife" and it worked fine. Software testing isn't QF's strong point.

Good to know it's just a generic problem. Why the relationship selected makes a difference escapes me!

Also have had the same issue with hotel bookings not being changeable that someone else mentioned above. Need to cancel and rebook despite there being an option to edit... It just doesn't work.

 

[JohnM]

Why the relationship selected makes a difference escapes me!

I'm guessing that it's based on their 'approved' list of what constitutes an eligible person to share points with. I've had no problem when using 'defacto' for my (opposite sex) partner; it's the most appropriate, as we don't live together.

I wonder if the system might spit the dummy if I put 'wife' or 'domestic partner' given that she has a QF FF number that gets referenced when I make a booking for both of us, but she has a different address to me?

 

[RooFlyer]

Got a text "your check in for flight ... opens soon ..." - two hours after check-in actually opened and an hour after I checked in. Is it that hard to time an auto text?

 

[Daver6]

Got a text "your check in for flight ... opens soon ..." - two hours after check-in actually opened and an hour after I checked in. Is it that hard to time an auto text?

Was it a SMS or push notification to the QF app? SMS are not guaranteed delivery or timely delivery. So that part is beyond QF's control.

 

[RooFlyer]

Was it a SMS or push notification to the QF app? SMS are not guaranteed delivery or timely delivery. So that part is beyond QF's control.

It was an SMS. Fair enough, it has to go through the Telco. But you'd think it wouldn't be delayed (say) overnight, whereas it came through at 8am.

 

[tdimdad]

Are there any ways to get the multi-city booking engine to return results? For months, it's always returned me an error "We are unable to find recommendations for your search. (#7190-NFA) No fares can be found for your selected itinerary. Select new dates and/or destinations and search again."

It does the same regardless of the parametres: flexible vs fixed dates, lowest vs flexible fares, routes & dates which are operated.

I'd like to use it to force a specific routing and add stop-overs. E.g. SYD - HND 5/10, HND - LHR 8/10 = 'no can do' according to QF. Expertflyer shows QF25 + JL52 ex SYD available and also JL41 + JL43 ex HND available. Sigh...

 

[Guvner]

Assuming this is a rev fare search, have you tried JAL?

 

[sudoer]

Are there any ways to get the multi-city booking engine to return results? For months, it's always returned me an error "We are unable to find recommendations for your search. (#7190-NFA) No fares can be found for your selected itinerary. Select new dates and/or destinations and search again."

It does the same regardless of the parametres: flexible vs fixed dates, lowest vs flexible fares, routes & dates which are operated.

I'd like to use it to force a specific routing and add stop-overs. E.g. SYD - HND 5/10, HND - LHR 8/10 = 'no can do' according to QF. Expertflyer shows QF25 + JL52 ex SYD available and also JL41 + JL43 ex HND available. Sigh...

View attachment 286527

Assuming this is a rev fare search

I'm not aware of Qantas publishing any SYD-LHR fares which allow Tokyo transits, and they don't codeshare on TYO-LHR, so this would be an end-on-end itinerary right?

I wouldn't expect Qantas to sell this but a competent TA should be able to construct if the fares are available.

Alternatively, book the lot with JAL, or throw in another OW carrier and book it as a revenue oneworld explorer fare.

Edit: Apologies, it looks like you can transit in TYO if your onward carrier is EK via DXB, here are the valid routings on most QF fares:

1. SYD-JNB-JNB/CPT-BA-LON
2. SYD-PER/DRW-LON
3. SYD-SYD/MEL/BNE-TYO/SIN/SHA/MNL/KIX/JKT/HKG/BKK/BJS-SIN/
   SGN/SEL/OSA/KUL/HKT/HKG/CAN/BKK/BJS-QF/EK-DXB-QF/EK-LON
4. SYD-SIN-LON