The definitive thread on Qantas IT gripes

[Ade]

Something is wrong with QF website - Points Club Plus status banner missing and SC showing as 0 in the banner. Actual SC's shown in the Activity Page with no issues.

 

[Spacetravel]

I think the website is getting smashed tonight - probably with the DSC offer. Its been very slow and more buggy than usual.

 

[devlin]

Update on this - Spoke to a very helpful agent from HBA, Mara. She said that it was a good thing that I called to check on this. The cancellation had been stuck and wasn't going to go anywhere unless pushed manually. So Mara did the push for me, provided a dummy PNR to track this refund.

I then told her about how the website was confusing when it said a flight credit will be issued when I had asked for a refund. She apologised for the confusion and told that my refund is on it's way now. Mara also told that the card fee will be refunded, however, the carbon offset that I purchased will be not.

SO grateful you posted this!
I cancelled a fully refundable booking online yesterday, choosing 'Refund', but got the same landing page showing 'Flight credit' confirmation.
Ended up calling this morning on the back of your post, and lo and behold, my refund was also stuck in limbo! It has been processed now.
Certainly doesn't help when the recorded message on the IVR says refunds can take up to 4 weeks and call back then, which some people will do, not knowing that the damn thing hasn't even processed properly yet!

 

[Ade]

I cancelled a fully refundable booking online yesterday, choosing 'Refund', but got the same landing page showing 'Flight credit' confirmation.

So it is not just me (I thought I might have done something wrong) ... There definitely something wrong with the Refund/FC page and the related backend processing of refunds. I'd strongly recommend folks that have requested a Refund to call up & follow.

Also, those that chose Flight Credit - check if the credit PNR (or similar) is showing in your profile - Travel Pass page or at the bottom of the My Bookings page - not sure which one, but look for it.

 

[Ade]

QBR Level 1 member trying to make a booking. There used to be a discount on the Flex fares for QBR members. Now QF seem to have introduced QBR discounts on Saver fares as well. However, as you can see from the screenshot, the Saver fare was $1 cheaper for non-QBR members

The Saver fare is $878 for non-QBR members, but $879 for QBR L1 members ...

 

[tdimdad]

This is more of a funny and harmless one. I redeemed a GV via the call centre and the draft itinerary send by the agent for my review had this phantom segment at the end. This one takes the mystery flights to another level...

The date is 361 days after I purchased the GV. The agent cleaned it up before finalising the booking but it was a funny extra topic to talk about while she was typing away.

 

[SYD]

This is more of a funny and harmless one. I redeemed a GV via the call centre and the draft itinerary send by the agent for my review had this phantom segment at the end. This one takes the mystery flights to another level...

The date is 361 days after I purchased the GV. The agent cleaned it up before finalising the booking but it was a funny extra topic to talk about while she was typing away.


View attachment 323597

That’s actually quite common for cancelled flights or credits. CheckMyTrip would show similar info.

 

[Ade]

This is more of a funny and harmless one. I redeemed a GV via the call centre and the draft itinerary send by the agent for my review had this phantom segment at the end. This one takes the mystery flights to another level...

The date is 361 days after I purchased the GV. The agent cleaned it up before finalising the booking but it was a funny extra topic to talk about while she was typing away.


View attachment 323597

Had a chat re this with a QF supervisor - he was very surprised to hear about this *phantom* booking. He acknowledged that the booking system sometimes will add a *ghost* route to the itinerary, but never something that says *fictitious point*

 

[dylarr]

These are pseudo flights (which are different to ghost segments) and are set up as flights in the QF system that never actually fly. They are used to hold gift voucher/flight credit funds and are removed prior to ticketing.

https://www.qantas.com/agencyconnect/au/en/agency-news/agency-news-may-20/ticket-credits-for-multiple-bookings.html#using-a-pseudo-flight

 

[TheInsider]

Had a chat re this with a QF supervisor - he was very surprised to hear about this *phantom* booking. He acknowledged that the booking system sometimes will add a *ghost* route to the itinerary, but never something that says *fictitious point*

Always been the case. The airport codes used are QZW-QZY for Qantas system bookings.

 

[SydneySwan]

Virgin credit bookings always finished with a final segment from HDQ to BVI (Headquarters, TX to Birdsville, Australia) to preserve the remaining credit. It is listed as 9060 miles (in a 737-800!) so I jokingly asked my travel agent to make an ORC claim for me once.

 

[tdimdad]

Always been the case. The airport codes used are QZW-QZY for Qantas system bookings.

First time I spot it. Though, it was the first time in eons when I booked through a QF call centre. When you redeem a GV online, the system automatically purges any pseudo flights out. And a good TA would also clean up the itineraries of any placeholders or marks they've made.

 

[sap1l]

Facing a hilarious problem at the moment.

I'm flying QF36 Y SIN-MEL in June. Qantas has been flying their 787s on this flight, and at the time of booking my flight was scheduled on a 787. So, I put in an upgrade request to Y+ (not to J).

Qantas has decided to fly 330s on that route now, and my flight has been changed to a 330. Now, when I try and alter my upgrade request for any flight on that itinerary, I run into an error page. I presume this is because Qantas can't find Y+ for their 330s.

No problem - this should be a relatively easy fix for the call center.

Turns out, as my itinerary is both a multi-city, and there's a non QF leg (KUL-SIN on MH), the call center cannot make any alterations to my upgrade requests. When I asked if they could tell me what upgrade requests were still valid (I had also applied for upgrades on other legs in the same itenarary), they had no idea either.

Guess I will continue to call to see if I find someone with answers. Otherwise I suppose I'll be playing a new version of the upgrade lottery!

 

[Ade]

applied for upgrades on other legs in the same itenarary)

My experience is it is not possible to request upgrades on partner or codeshare services. Are you saying that you were able to request an upgrade for the legs operated by MH ?

 

[sap1l]

My experience is it is not possible to request upgrades on partner or codeshare services. Are you saying that you were able to request an upgrade for the legs operated by MH ?

Sorry, I wasn't very clear! You're right, I only requested upgrades on QF legs. My full itinerary is:

QF1 SYD-SIN - Upgrade request from Y to Y+
MH605 KUL-SIN - No upgrade request
QF36 SIN-MEL - Upgrade request from Y to Y+
QF418 MEL-SYD - No upgrade request

 

[Leroy]

My current gripe......

Unable to attach lounge passes online as is the case 75% of the time. Call up the Customer Service get the old 'that's been done' and it never gets done. Rinse repeat for 3 days only to then get to the lounge and nope, not there so need to work from the gate for 3 hours waiting for my flight.

Booking internal flights in Europe through rewards. 1 leg has done the mysterious no longer in my bookings. Currently on hold for a fourth time. No more bookings available. Happy to take my money and points, just not so happy to book my actual flight.

This after spending the last 24 months trying to get points and money back on cancelled flights. Apologies if this doesn't belong here, just needed a vent somewhere as this Customer Service roulette combined with the biggest POS website is extremely frustrating and I wish there was somewhere I could provide this feedback to actually make a difference.

 

[Daver6]

Facing a hilarious problem at the moment.

I'm flying QF36 Y SIN-MEL in June. Qantas has been flying their 787s on this flight, and at the time of booking my flight was scheduled on a 787. So, I put in an upgrade request to Y+ (not to J).

Qantas has decided to fly 330s on that route now, and my flight has been changed to a 330. Now, when I try and alter my upgrade request for any flight on that itinerary, I run into an error page. I presume this is because Qantas can't find Y+ for their 330s.

No problem - this should be a relatively easy fix for the call center.

Turns out, as my itinerary is both a multi-city, and there's a non QF leg (KUL-SIN on MH), the call center cannot make any alterations to my upgrade requests. When I asked if they could tell me what upgrade requests were still valid (I had also applied for upgrades on other legs in the same itenarary), they had no idea either.

Guess I will continue to call to see if I find someone with answers. Otherwise I suppose I'll be playing a new version of the upgrade lottery!

I wouldn't put it past QF to "upgrade" you to Y+ and take the points on the A330.

 

[sap1l]

I wouldn't put it past QF to "upgrade" you to Y+ and take the points on the A330.

Hah, that's the exact situation I'm trying to avoid. I might cop the call center change fee to move my flight (it's a flex ticket) with the hope that it'll reset the upgrades. I picked QF36 for the 787 anyway, so if it's going to be on a 330 I prefer QF38's timing.

 

[sap1l]

Unable to attach lounge passes online as is the case 75% of the time. Call up the Customer Service get the old 'that's been done' and it never gets done. Rinse repeat for 3 days only to then get to the lounge and nope, not there so need to work from the gate for 3 hours waiting for my flight.

Ouch, attaching lounge passes always works until you want it, then it doesn't! Which lounge was this?

 

[Daver6]

Hah, that's the exact situation I'm trying to avoid. I might cop the call center change fee to move my flight (it's a flex ticket) with the hope that it'll reset the upgrades. I picked QF36 for the 787 anyway, so if it's going to be on a 330 I prefer QF38's timing.

If the change is something you can't do online then the call centre fee should be waived.