The definitive thread on Qantas IT gripes

I’m still chasing over 200k points plus $ owed from Qatar bookings being cancelled in October 2022.
Excuses range from “we have no record of your booking” (despite me providing PNRs and screen shots) and “it’s sitting with accounts” through to “it’s in the priority queue” and “our records indicate these refunds have been processed” and everything in between.
I would estimate 40 phone calls and 10 emails.
Nobody is interested in taking ownership.
 
Leroy said:
No idea. This year alone I've had internal European Rewards flights not booked by Qantas. Then when following up when I didn't receive the eConfirmation (which I would not know about if not for this thread as it sat in my bookings on the app), took me 4 times to fix after they tried to then charge me 300Euro a head for full price due to their stuff up. I paid the tax portion again so they could process understanding they would refund the previous payment which I'm yet to recieve. If not for this community, all 3 of us would have been stranded in Catania as the flight we eventually got was overbooked.

Had to cancel rewards flights to Queenstown over a week ago, and still no refund of points to my account. I thought it was all fixed as well after the shambles which was chasing everything up through/post Covid, however the system is just as frustrating as ever.

Then there are the issues that pop up every now and then trying to attach lounge passes! Just a massive time drain that doesn't need to be.
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The last flights I changed were to Queenstown. It took me 45 min on the phone to cancel 1 leg of return flights but the points / cash came through within a day or two.
 
Leroy said:
No idea. This year alone I've had internal European Rewards flights not booked by Qantas. Then when following up when I didn't receive the eConfirmation (which I would not know about if not for this thread as it sat in my bookings on the app), took me 4 times to fix after they tried to then charge me 300Euro a head for full price due to their stuff up. I paid the tax portion again so they could process understanding they would refund the previous payment which I'm yet to recieve. If not for this community, all 3 of us would have been stranded in Catania as the flight we eventually got was overbooked.
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Qantas not booking award flights in time is a well documented issue (for which there is a separate thread), did you follow-up on the dedicated email address: [email protected] ?
Leroy said:
Had to cancel rewards flights to Queenstown over a week ago, and still no refund of points to my account. I thought it was all fixed as well after the shambles which was chasing everything up through/post Covid, however the system is just as frustrating as ever.
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So just the one example or are you following a well worn path from previous non-refunds, in which case care to share? There are stories elsewhere of the (Hobart?) CC getting this fixed immediately.

Regards,

BD
 
Assassin said:
The last flights I changed were to Queenstown. It took me 45 min on the phone to cancel 1 leg of return flights but the points / cash came through within a day or two.
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Yeah mine was just a very simple full booking return leg cancellation.

How hard could it be........
BD1959 said:
Qantas not booking award flights in time is a well documented issue (for which there is a separate thread), did you follow-up on the dedicated email address: [email protected] ?


So just the one example or are you following a well worn path from previous non-refunds, in which case care to share? There are stories elsewhere of the (Hobart?) CC getting this fixed immediately.

Regards,

BD
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Thanks for the email above. I'll follow that up as I really can't be bothered with the customer service call centre at the moment so hope it gets through. Sorry, should have posted in the other thread.

In relation to the refund of points for my cancelled flight, well worn path obviously due to the nature of travel at the time through / post COVID. Recently with changes/cancellations to flights it's about a 50/50 proposition on whether I need to follow up with customer service which is never the easiest thing to do. If it doesn't happen straight away, it just doesn't get done. Just frustrated I guess that it doesn't work and having a vent.
 
We bought a QF insurance policy today. got a quote online and then it gave the payment options - online by CC, debit card or B pay, ring or ask for a call back. Tried online by CC but it failed with 2 different CCs. Naturally Amex but it does list Amex as one of the accepted cards. Went for ring back and that was quick and easily fixed with payment by Amex.
 
VPS said:
We have a dedicated team to manage your travel credits but when you ring that number it says if you're not travelling today then ring back later

FFS

View attachment 340325
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so apparently the team that are standing by 24/7 had gone home before 4pm EST today so it went through to the normal call centre. I might write to the Utopia writers. I'm sure they could get an episode out of this
 
Steady said:
Seems a bit harsh to me- he is a national hero - isn’t he?

Leaving Facebook

l.facebook.com l.facebook.com
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Probably not harsh enough. ;)o_O
Though there is a warning in that article for QF shareholders.

But on June 1, Joyce sold 92 per cent of the Qantas shares he owned, raising $17 million (to buy an apartment that only cost $9 million) and taking him well below his minimum shareholding requirement. Qantas chairman Richard Goyder allowed this like he’s allowed everything else.

Joyce dumping his Qantas stake before he’s even left – more than anything else – lights up the discrepancy between what he says and what he does. Joyce has more than enough other wealth with which to fund an apartment. Why would he sell his Qantas shares if he genuinely believed that “the future for Qantas has never looked better”?
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MrsA (bronze) & I(gold) are heading to Hobart on a points redemption.

BNE-HBA 717 Row 9 - "Standard seat' , no charge for MrsA
HBA-SYD 717 Row 8 - "Standard seat' , no charge for MrsA
SYD-BNE 737 Row 9 - "Standard seat' , $10 charge for MrsA

The extra charge on the last leg doesn't get indicated until I hit Accept to complete, the system thinks about it for an extended time and then takes me to a payment screen.

Of course, I didn't compete the payment, tried again and same result.

Now, today, same process, no charge for Mrs A and we are all set.

Something is inconsistent int he way the system recognises the link between us.
 
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Well, I have a nutty situation.

Flying PER-DRW tomorrow on the whY-only QLink A320.

We were default seated in 3A,B but at T-80 I switched to 1A,B. That selection has been showing on the webpage and in the app since making the change.

Check in using the app and after it syncs, we are 3A,B. :mad:

Login on a web browser and it still shows us in 1A,B:

1693218559405.png

Login to EF and this is what shows:
1693218293088.png

Bizarre. 🤪

Given recent strange happenings, maybe a 'tech crew' is now in 1A, with 1B blocked.

At least 3C seems to be blocked.
 
JohnM said:
Well, I have a nutty situation.

Flying PER-DRW tomorrow on the whY-only QLink A320.

We were default seated in 3A,B but at T-80 I switched to 1A,B. That selection has been showing on the webpage and in the app since making the change.

Check in using the app and after it syncs, we are 3A,B. :mad:

Login on a web browser and it still shows us in 1A,B:

View attachment 340955

Login to EF and this is what shows:
View attachment 340943

Bizarre. 🤪

Given recent strange happenings, maybe a 'tech crew' is now in 1A, with 1B blocked.

At least 3C seems to be blocked.
Click to expand...
From this we know that there are redundant sources of seat data presumably to make app/web responses faster or to reduce network traffic.

So which would be the system of truth?
 
Still waiting on change to reward booking ticketing after 72 hours. this is have second call to plat line for escalation.
 

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