The definitive thread on Qantas IT gripes

[ausfox]

I and apparently others are experiencing difficulties setting the home city for flight searches. It is a hit or miss task to insert your home city and have it retained for the next search. Deleting cookies has no influence on the results.
I have tried repeatedly to conquer this task on both an iPad and a Mac.

 

[encryptededdy]

Well, except you very much can book CI awards.

 

[Mr H]

View attachment 304275
Well, except you very much can book CI awards.

There are many parts of the world that you can't use as the starting point for an online booking. Doha, for example.

 

[encryptededdy]

There are many parts of the world that you can't use as the starting point for an online booking. Doha, for example.

Nah, not the same issue.


You can book in the new booking engine fine, it's just Taipei is blocked in the multicity booking engine for some reason.

 

[RichardMEL]

So here's a fun one:


So is it 2 passes or none?

wrong answer QF. I actually have FIVE!!!

 

[HirafuHeartAttack]

So here's a fun one:

View attachment 304281
So is it 2 passes or none?

wrong answer QF. I actually have FIVE!!!

Hahaha mine also says I have 2 passes (which i did), with a grand total current value of $0...

 

[encryptededdy]

The cancellation fee on Flex tickets is actually $0

 

[JohnM]

There seems to be no way for me to get rid of these gift vouchers under 'My Bookings'.



I went to use them last week, but they had been archived after 1 year, even though they expire well into the future. They could not be activated by clicking on 'Redeem'. A 'Something went wrong' message popped up - no explanation that they were archived.



Wendy, the great agent in HBA, could not see them until she looked in the archive and was surprised when I told her that they were still listed under 'My bookings'.

Anyway, she rummaged around, combined all the value and generated a new PNR for a single flight next year and I juse topped it up with $$ after she phoned me back. (Onya, Wendy.)

So, bottom line is that those PNRs no longer exist - but they refuse to drop off my 'My bookings' page.

 

[Rosege]

My current gripe is that I booked a flight with a credit and now when I try and manage it the website takes me into the page for redeem your credit. If I click on the select seats button it just brings up generic error. So now Im on the phone to them because the website wont let me select a seat.

 

[Vic]

I'm not sure if my latest gripe is IT or call centre related.
Just used a credit voucher to book return to NZ. The voucher was from a sydney meeting cancelled early in the year for covid.
Now coincidentally, I fly into Sydney on a Thursday, and another of my sydney meetings on Friday.
So I booked the NZ trip with no problems entire online via redeeming the voucher. Checked and it said stopover allowed.
Just called to add a stopover, but the NZ-sydney flight is a married segment. The extremely helpful call centre operator, got the new fare down to about $560. They did say I should've called and they could've booked with the voucher and included the stopover.
A return to Sydney on the Friday is cheaper...

So kind of annoying that the IT system does not allow multi-city searches with vouchers - (yes, this is old news).
Or that I didn't call up to book what I needed.

Or maybe I should've just flown back from NZ on the Friday - that's my bad...

 

[SydneySwan]

I sent an email to [email protected] at 4.57pm today. In the 52 minutes since I have received 10 automated replies all with their own unique case numbers.

 

[RooFlyer]

I sent an email to [email protected] at 4.57pm today. In the 52 minutes since I have received 10 automated replies all with their own unique case numbers.

No problem. None will be acted upon, and in a year or so, you'll be asked if you want to keep the 10 issues live, else they will be binned.

 

[encryptededdy]

No problem. None will be acted upon, and in a year or so, you'll be asked if you want to keep the 10 issues live, else they will be binned.

I feel like the frequent flyer email has two moods. 40% of the time you get a fast reply within 48 hours. 60% of the time you never get a reply. There is no in-between.

 

[RooFlyer]

I feel like the frequent flyer email has two moods. 40% of the time you get a fast reply within 48 hours. 60% of the time you never get a reply. There is no in-between.

But most of the time they have one feature in common. They don’t get resolved.

 

[Mr H]

I feel like the frequent flyer email has two moods. 40% of the time you get a fast reply within 48 hours. 60% of the time you never get a reply. There is no in-between.

Could that suggest that incoming emails are selected from the top of the pile for action - so if it is not picked up immediately, it will be quickly buried under an increasing pile of newer incoming messages.

 

[RichardMEL]

Could that suggest that incoming emails are selected from the top of the pile for action - so if it is not picked up immediately, it will be quickly buried under an increasing pile of newer incoming messages.

I suspect the QF system attempts to extract the member's status/profile from the incoming email address, or maybe if potentially smart via scanning the content for QFF# - maybe)... to help sort priority. If there's no match (say you send from an email that is not associated with a QFF# profile) then it probably goes into a manual queue... and most likely a long and very far queue.

as for 10 responses.. that suggests to me internal processing of the incoming mailbox hit a snafu and kept rereading the same message/messages. Perhaps a process gone out of control or who knows. Probably someone was alerted to kill off whatever had gone insane in the backend hopefully (or it hit a predefined limit and died)

A good CRM system would handle this stuff much better I suspect.. or should do.

(as a counter example I had a problem with points crediting from a certain <ahem> fast food provider. I used online form and added screen shots and gave email address as per my account. I did not request response, but got one a few hours later happily crediting me the points I was missing and voila it was all done without issue. Worked really well (I was actually surprised as I expected nothing)

 

[encryptededdy]

I suspect the QF system attempts to extract the member's status/profile from the incoming email address, or maybe if potentially smart via scanning the content for QFF# - maybe).

I don't think this happens, but maybe it does. Do you usually include your QFF number in your emails?

I emailed once and forgot to include my QFF number in the email, and the ticket went into a black hole. When I called up about it, I was told it wasn't actioned because they didn't know my QFF number (why not reply asking for it??). My email is definitely the one registered in my account.

 

[RichardMEL]

I don't think this happens, but maybe it does. Do you usually include your QFF number in your emails?

I emailed once and forgot to include my QFF number in the email, and the ticket went into a black hole. When I called up about it, I was told it wasn't actioned because they didn't know my QFF number (why not reply asking for it??). My email is definitely the one registered in my account.

Well yes I would usually include my QFF# when communicating with QF just to make it easier for them, but I also would be pretty sure they'd data match on the email address.. or SHOULD anyway.

 

[TheInsider]

A good CRM system would handle this stuff much better I suspect.. or should do.

They use Salesforce for this stuff. Not a basic system really.

 

[RichardMEL]

They use Salesforce for this stuff. Not a basic system really.

this is true. I've very briefly dipped into SF admin myself and it's.... got a lot of bits and pieces to it for sure.