The definitive thread on Qantas IT gripes

[RichardMEL]

Qantas can’t report status credits correctly on their iPhone app. According to the app I have 1420 credits towards P1. The mobile website correctly shows I have 1470. The app seems to be doubly deducting the loyalty bonus of 50 status credits from my total of 1520.

Remember this:

If selected, Loyalty Bonus Status Credits do not count towards attaining or retaining Platinum One status

I do agree that sometimes the apps and website can show different totals though. Some seem slow to refresh when new activity is posted and there can be a lag of some minutes before totals add up.. at least in my experience.

 

[OATEK]

Had a go at checking QF for a multi-city later in the year, SYD-MAN, CDG-SYD. Go through, pick the flights, hit the button:

So they offered me the itinerary, then say they can't find it. So I can't price compare with other airlines, so I just let it go (have booked through AY).

 

[tdimdad]

Had a go at checking QF for a multi-city later in the year, SYD-MAN, CDG-SYD. Go through, pick the flights, hit the button:
View attachment 152066
So they offered me the itinerary, then say they can't find it. So I can't price compare with other airlines, so I just let it go (have booked through AY).

I had similar experiences with multi-city when attempting to include a HEL-SFO leg. HEL-LAX worked beautifully but SFO tripped it over. QF sales mentioned on the phone that they can't sell Europe - SFO fares and that's why the engine has a hiccup. So, essentially, it's a commercial issue but the error message coming through is more IT'ish / nerdy than a human-friendly one.

 

[OATEK]

I had similar experiences with multi-city when attempting to include a HEL-SFO leg. HEL-LAX worked beautifully but SFO tripped it over. QF sales mentioned on the phone that they can't sell Europe - SFO fares and that's why the engine has a hiccup. So, essentially, it's a commercial issue but the error message coming through is more IT'ish / nerdy than a human-friendly one.

But in my case the flights were QF1/2 with BA add-ons from/to LHR.

 

[Pushka]

The other day as the awards were released I tried getting J flights from Singapore through to Adelaide initially with multi search and then Melbourne. J had been released consistently the weeks prior and now, the days later. I was logged in and searching the instant the awards would have been uploaded. Nothing showed for Sin - Adelaide, not even in Y. Tried Sin - Mel and the only seat release was F and which didn’t show for the Adelaide search at all, even though I’d clicked F. In the end as we needed to fly back that day I booked F but only to Melb so far. How does this happen?

 

[tdimdad]

But in my case the flights were QF1/2 with BA add-ons from/to LHR.

Intriguing enough to be tested. It did pull up flights from the system for me. A glitch in the matrix?

 

[JohnK]

The definitive thread on qantas IT-please explain.
how can qantas IT ever be definitive?

Does Qantas have IT?

 

[Limewood]

I'm confused. On the one hand you say award space is there, then you say having the points counts for nothing. huh? Also "one way return"?

Yes nutty, what I meant was I see Y award seats in May, and then one way HNL/SYD (after a cruise) is back via LAX or PVG.
No matter how many points I have with no status, Ifind J seats near impossible to find Internationally from / to OZ

 

[Himeno]

The app on my phone was logged in during my entire trip last year. I just had to open the app and at most type in my 4 digit pin and it all worked fine (other then online check in for QF flights).
At the end of the trip, the app auto logged out and now refuses to let me back in.


Booked a trip a few weeks ago (depart in about 2 weeks). CBR-SYD-HND-NGO/HND-SYD-CBR.
In order to get the open jaw, I had to use multi city.
Booking as CBR-NGO, it refused to give me the flight options I wanted.
Splitting each sector, it refused to give me SYD-HND as an option.
Using SYD-NGO, it gave me the QF25 option and connect to the only morning JL HND-NGO flight, then refused to price.
Having CBR-SYD gave me a number of options, but all refused to price.
The only options the website gate me, that would price, was an evening dash-8 with an 85 min D-I connection at SYD, or connecting to SYD via MEL for another $300.

So now I'm stuck with an excessively short connection in SYD and a flight that has a poor on time performance rating with average delays of 50 minutes.

 

[RichardMEL]

Yes nutty, what I meant was I see Y award seats in May, and then one way HNL/SYD (after a cruise) is back via LAX or PVG.
No matter how many points I have with no status, Ifind J seats near impossible to find Internationally from / to OZ

again. NOT an IT glitch.

far out. you want seats in J and they're offering them, just via LAX or PVG. Just because you don't like the result doesn't make it an IT problem.

 

[ozbeachbabe]

I wouldn't be booking one way QF award tickets ex HNL (or anywhere else ex the USA for that matter) as the carrier surcharges are more than double the ex AU one way tickets. Have you got any VA points or credit card points that can be swept across to Velocity? The carrier charges for VA partner awards on HA HNL-SYD or HNL-BNE are about 10% of those on QF.

You could always buy a paid fare on JQ HNL-SYD-CNS which are a lot cheaper than one way fares on HA or QF. Sometimes it's cheaper to purchase the fare ex HNL to SYD only then purchase another ticket or use points for the SYD-CNS.

Another option is NZ HNL-xAKL-CNS on a paid fare as NZ have reasonable one way fares.

 

[Katie]

Sending emails to the person on the booking whose name is first in alphabetical order, regardless of who is listed as the primary organiser/contact for the booking.
Flew to MEL on Fri night with Not-So-Little Miss Katie, and the email about checking in was addressed to her (two of us on the booking, she is 12).
Flew back to BNE from MEL on Sun arvo, and the email about checking in was addressed to Mr Katie (three of us on the booking, his first name is before Not-So-Little Miss's alphabetically).

 

[serfty]

So now I'm stuck with an excessively short connection in SYD and a flight that has a poor on time performance rating with average delays of 50 minutes.

What I would do would be to book this early in the morning before calling immediately to try to get a longer connection using the Qantas same day online booking policy.

 

[blackcat20]

Sending emails to the person on the booking whose name is first in alphabetical order, regardless of who is listed as the primary organiser/contact for the booking.
Flew to MEL on Fri night with Not-So-Little Miss Katie, and the email about checking in was addressed to her (two of us on the booking, she is 12).
Flew back to BNE from MEL on Sun arvo, and the email about checking in was addressed to Mr Katie (three of us on the booking, his first name is before Not-So-Little Miss's alphabetically).

Every time, even if booked using my points or credit card.

At least they now acknowledge that I have a seat selected, it used to show TV's seat number but for me just a link to seat selection

 

[blackcat20]

Will be interesting to see what happens now that I've changed my last name...though given my first name is alphabetically second I guess I'm still out of luck.

 

[JohnK]

Tried searching for award flights on Smartphone the other day. I'll be stuffed. Doesn't matter what I tried it would not display revenue airfares. This was international multi-city, one-way and return flights.

Check on the desktop without issues.

 

[Pushka]

So you make a booking in an account and use express checkout. Then go back into MYB to add the ABN and to select seats. You add the ABN and then select “I agree etc” and the next screen takes you out of the booking to basically an empty screen. To get back into the booking you need to “wash and repeat”.

Also, I added some code to my credit card numbers so I knew the cue to remember the 4 number code for that card. Qantas have recently changed all the names of my stored cards and I think have actually deleted a couple that I didn’t use so much.

 

[albatross710]

I'm just a newbie to this thread having collected a series of errors messages trying to do two multi-trip bookings for Mrs Albatross and I. The override was that Emirates did the specific and different open jaw bookings that we will both need to co-ordinate. Being QF Gold it makes sense to do it on QF codeshare. I endured those errors and eventually got everything sorted.


The above still rewards QF with the booking. The next scenario costs them costs them money


Now today doing accom booking a new error. Card is fine. QF Hotels tell me to try again in 15 minutes after they fix their problem. Problem for QF is it took 5 minutes to search wider and save myself USD100 and pay a small deposit instead of everything up front.

They seriously have a lot of technical problems.

 

[jeza]

Just got an email from QF - titled: "we've had to make changes to your flight xx_xx_X."

Now this is the email:

View attachment 151609

Typical QF, they alert you to a change that although warrants an email, they do not find a way to simply include in that same email what the change is!!??

I go and get into my QF thing, dig up the flight referred to, and eventually find this part:

View attachment 151610

So this was all triggered by a simple change in departure time of a single flight - OMG!! It leaves 11 minutes later!! My trip flight time has crashed from 37hrs 31 minutes, to a mere 37hrs 18 minutes!!

I know I am being cruel picking on the email, but let me anyway:

(1) The huge "WE'VE HAD TO MAKE CHANGES TO YOUR FLIGHT". I would assume anyone getting that will get a bit of a feeling of dread - something big is afoot and Qantas are easing me into something.... But no, Qantas did NOT have to make any changes - a third party connecting airline just changed departure time a couple of minutes. LATAM blended two flights (as they often do) and my departure is set back a few minutes.

(2) The info on passengers. Strange that on an email sent to me about my flight, that I am the passenger! And thank you Qantas for reminding a P1 of their FF number.....

(3) They express that they "know" I am travelling "soon" with them in Sept 2019??? "Soon"???? This attempt at putting something akin to a personal touch in automated letters is painful. I will be impressed the day they replace such tripe with something more meaningful, like "We know this is a tiddly small, insignificant change, and we realise that you already have about 200,000 km of travel booked with us between now and then, and so wish you to alert you to a trivial thing that could get missed in all your travels".

(4) I love (not) the bolded "We're sorting everything out for you". What? What exactly are they sorting out? There are no changes. They do not need to do anything. A real help to me would be that they do not send me this advice now, but instead wait for the next 9 months, again not sending me similar cough each time one of the flight changes a few minutes, and then, about a week or two prior, then alert me to what the final details are.

(5) "Download our app"?? Why? I am perfectly capable of using their internet site, I do every couple of days!! And any company with a modicum of tech skill would know that.

(6) "call us at your earliest convenience" "Our team will help to confirm your new flight details" - Hello! Reality check. They want me to spend more time on the phone than what the flight departure difference actually is? Of course I will not waste my time phoning them so far out. I know that there will probably be at least 4 changes to departure time before the event.

(7) "You can contact us 24 hours a day, 7 days a week". I am breaking my rules in my own thread here - this is not a tech gripe - it is just the frustration of a comapny that operates 24/7, with pax travelling 24/7, that they feel the need to express that they can be contacted 24/7.

Enough grumbling for one night.....

I've had similar small changes happen for an award booking that was booked in September 2018 & the first flight is in July 2019.

20 Dec 2018 - The DOH-PER leg has had departure come forward by 15 minutes
3 Jam 2019 - The DOH-PER leg has had departure go back 5 minutes
15 Jan 2019 - The DOH-PER leg has had departure go back 5 minutes again
21 Jan 2019 - The SIN-HKG leg has had departure come forward by 5 minutes

However my email on Jan 21 did show the old & new flight details, consistently inconsistent? The SIN-HKG has also had an aircraft change from an A330 to an A350 since Jan 21 but that has not generated a change notice.

What I didn't realise initially was that each of these small changes results in a new 081 ticket number. Wonder what would happen if a flight was dropped off during these changes but the passenger didn't notice at the time.

 

[nutwood]

What has happened to Qantas booking? I just booked three flights and had to enter all my card details for everyone. They seem to be doing some sort of weird screen split thing.
Also, when I tried to book a car, I just got the nothing available message. Really? Booking a car from Sydney airport and there's nothing available at 10.30 am? After some experimentation, I found if I scrolled down and specified a specific car hire company, all worked fine, but limited to that company. Still seriously strange!