The definitive thread on Qantas IT gripes

[ozmouse]

Still waiting on change to reward booking ticketing after 72 hours. this is have second call to plat line for escalation.

still waiting on ticketing change 1 week after amendment. Second call to plat line did nothing. (was not hobart, cause there was an absolute party going on in the background). Called again yesterday, 20 min wait. 20 min on hold, awaiting ticketing reply. then told they would call back, which they did 4 hours later saying all done, still no email. no call back. on phone again ... 4th go.... straight thru no on hold. but i think it is the same person, as she certianly did not go thru all the questions she asked the first time.... so could be a HUACA scenario very soon.....

 

[JohnM]

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.

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.

Update on this, related to the return DRW-PER, and just about as bizarre.

Strangely, when I booked these A320 QLink whY-only flights in October last year (as a WP then), I could only choose row 3 PER-DRW (as expected), but I was able to choose row 1 DRW-PER. That was odd in itself.

I selected 1A,B and there it sat - until about 3 days out when I checked to find we had been moved to 4E,F. I could select 1A,B so I moved us back to there. But, again at the moment of syncing online checkin, we were placed in 2E,F.

On both flights I noticed that 1B was unoccupied. I can't see why, but could it be that is intentional? 1A-C are right in the doorway, with no bulkhead.

Both flights were probably 80% full.

If 1B is somehow excluded unless really needed, why let it be selected only to be bounced at the last moment?

Another interesting observation: the DRW-PER flight could never be brought up on ExpertFlyer. It always returned an error message to the effect that no such flight exists.

Weird...

We're going back to DRW in a couple of weeks. I currently have us in 3A,B. At T-80 I'll see if I can move to row 1 - but I'll try 1E,F to see whether that fouls up at checkin.

 

[ozmouse]

still waiting on ticketing change 1 week after amendment. Second call to plat line did nothing. (was not hobart, cause there was an absolute party going on in the background). Called again yesterday, 20 min wait. 20 min on hold, awaiting ticketing reply. then told they would call back, which they did 4 hours later saying all done, still no email. no call back. on phone again ... 4th go.... straight thru no on hold. but i think it is the same person, as she certianly did not go thru all the questions she asked the first time.... so could be a HUACA scenario very soon.....

another 24 hours.... no ticket. went thru same process as previous, requesting immediate ticketing. no luck, told not for immediate travel (i start my travels on saturday, but this tix is return sector). Progress made was my credit card charged $2.41 for fx charge yesterday, but still no points removed for change fee nor tickets. waiting on hold to plat line 5th call now....

 

[ozmouse]

another 24 hours.... no ticket. went thru same process as previous, requesting immediate ticketing. no luck, told not for immediate travel (i start my travels on saturday, but this tix is return sector). Progress made was my credit card charged $2.41 for fx charge yesterday, but still no points removed for change fee nor tickets. waiting on hold to plat line 5th call now....

5th call - 20 mins on hold - no issues with tix, asked supervisor for immediate ticketing. resolved in 2 mins, quick email sent. thank you qantas.

 

[ozmouse]

5th call - 20 mins on hold - no issues with tix, asked supervisor for immediate ticketing. resolved in 2 mins, quick email sent. thank you qantas.

received email stating Confirmation and E-Ticket Flight Itinerary with logos attachements et al. no e-ticket number on that doc. the amedeus text email does. be careful out there folks.

 

[ozmouse]

received email stating Confirmation and E-Ticket Flight Itinerary with logos attachements et al. no e-ticket number on that doc. the amedeus text email does. be careful out there folks.

just had courtesy call from person i spoke with yesterday, whom stated would call back when ticketed after i requested it, to check for my email as it had just been ticketed. i stated i had already received documentation after my 5th call this morning, and that i had received amedus eticket during phone call, and that auto generated documentation is missing e ticket details. She said, no it had just been re-ticketed 3 minutes ago, and to wait and check email again. nothing. We then got into abit of a stand off when i said i was not able to spend anymore time on this, and she said she can not help me if i could not wait. I said im fine with that, and she should get to the long queue of other disgruntled premium customers.
PS... when i go to do copy itinerary from my booking from qantas website, it still generates documentation without etix number. hmmm... now im worried....

 

[CMA222]

I tried today to book SYD-MEL-AKL-MEL-SYD in J in November. Three times I selected flights, seats etc and then each time when it moves to the payment page it says "An error appears to have occurred, page cannot be displayed". On the fourth attempt [while waiting on the phone for "Customer (lack of) Service which as a WP was still not answered after 15 minutes] I note the Business Saver fares for the flights I wanted are no longer showing, and only full price J fares are available. I decide to look at availability on AirNZ and give up on QF and while I am searching, an email arrives from QF saying "we are holding a booking with ref xx_ and you can pay for it by clicking "Confirm your booking'. I click it (hang up from waiting on the QF phone line) and the flights and fares are what I wanted but all the seat selections and associated information has gone. I grab the flights and fortunately the payment process works. I almost immediately receive my E_ticket. With a system that makes it so difficult to book and pay for flights, why does anyone bother with QF (other than the lack of alternatives).

 

[Assassin]

I tried today to book SYD-MEL-AKL-MEL-SYD in J in November. Three times I selected flights, seats etc and then each time when it moves to the payment page it says "An error appears to have occurred, page cannot be displayed". On the fourth attempt [while waiting on the phone for "Customer (lack of) Service which as a WP was still not answered after 15 minutes] I note the Business Saver fares for the flights I wanted are no longer showing, and only full price J fares are available. I decide to look at availability on AirNZ and give up on QF and while I am searching, an email arrives from QF saying "we are holding a booking with ref xx_ and you can pay for it by clicking "Confirm your booking'. I click it (hang up from waiting on the QF phone line) and the flights and fares are what I wanted but all the seat selections and associated information has gone. I grab the flights and fortunately the payment process works. I almost immediately receive my E_ticket. With a system that makes it so difficult to book and pay for flights, why does anyone bother with QF (other than the lack of alternatives).

I’ve had the same experience but without the email…. Had to book over the phone. The agent volunteered that she would waive the telephone booking fee - what a favour!

 

[exLXCXFF]

I am specifically looking for a cash fare and with the first flight out of SYD to BNE in the morning this connection is doable with all
MCTs.

So, SYD - BNE on QF505, BNE - MEL on QF617, MEL - CGK on QF39 and CGK - SIN on 3K 206

The direct booking engine actually provides you with BNE - MEL - CGK as per above, it just all falls apart when I try to add the Jakarta to Singapore leg in the multi-city engine. Any advice?

 

[encryptededdy]

it just all falls apart when I try to add the Jakarta to Singapore leg in the multi-city engine. Any advice?

Can you get Qantas to sell you that 3K flight with a different connection, out of curiosity?

 

[exLXCXFF]

Yes - my +1 booked exactly that itineary as reward and it shows up as classic reward but you can't get it in the multi-city tool.

 

[tassie6]

I am specifically looking for a cash fare and with the first flight out of SYD to BNE in the morning this connection is doable with all
MCTs.

So, SYD - BNE on QF505, BNE - MEL on QF617, MEL - CGK on QF39 and CGK - SIN on 3K 206

The direct booking engine actually provides you with BNE - MEL - CGK as per above, it just all falls apart when I try to add the Jakarta to Singapore leg in the multi-city engine. Any advice?

Multi City booking tool won't let you book more than 3 flights on the same day, not sure if it would work if you can try and consolidate say the BNE-CGK to one line on the tool...

 

[exLXCXFF]

Thanks - but it even goes on strike when I try to book something that comes up under the "normal" booking suggestion. It's two flights on the same day. I am so confused...

 

[ShelleyB]

It's a minor issue that I am sure will ultimately get sorted, but am going round and round in circles trying to claim missing points and status credit from flights on Qatar MEL-DOH-BER (and return). The MEL-DOH (and return legs) credited automatically just fine but the DOH-BER (and back again) legs did not credit. Tried the online system, but rejected. Unsurprising really as the online system won't let me select BER as a destination or starting point, only the old airport in Berlin - Tegel (TXL) which is now closed (and has been for a few years). I have explained this to Qantas on the phone and via their socials, and also to the Frequent Flyer email. But they keep telling me I am entering the flights wrong and to go back and try again. I have now sent screenshots to the frequent flyer email, so hopefully someone will actually try to sort their system out, which presumably just needs the new airport to be added. I am also not sure why they can't just help out and process manually when I have provided e-ticket and boarding passes.

 

[Assassin]

It's a minor issue that I am sure will ultimately get sorted, but am going round and round in circles trying to claim missing points and status credit from flights on Qatar MEL-DOH-BER (and return). The MEL-DOH (and return legs) credited automatically just fine but the DOH-BER (and back again) legs did not credit. Tried the online system, but rejected. Unsurprising really as the online system won't let me select BER as a destination or starting point, only the old airport in Berlin - Tegel (TXL) which is now closed (and has been for a few years). I have explained this to Qantas on the phone and via their socials, and also to the Frequent Flyer email. But they keep telling me I am entering the flights wrong and to go back and try again. I have now sent screenshots to the frequent flyer email, so hopefully someone will actually try to sort their system out, which presumably just needs the new airport to be added. I am also not sure why they can't just help out and process manually when I have provided e-ticket and boarding passes.

I had the same issue trying to credit a BA LHR-BER flight a couple of months ago. I emailed a copy pf the boarding pass to the Qantas FF email address and the points and SC were credited a couple of days later…

 

[ShelleyB]

I had the same issue trying to credit a BA LHR-BER flight a couple of months ago. I emailed a copy pf the boarding pass to the Qantas FF email address and the points and SC were credited a couple of days later…

Wish mine was so easy. Not having much luck so far, despite them being in possession of my eticket and boarding passes. But if they knew months ago it was an issue, it's disappointing to find they have still not rectified.

 

[ShelleyB]

Wish mine was so easy. Not having much luck so far, despite them being in possession of my eticket and boarding passes. But if they knew months ago it was an issue, it's disappointing to find they have still not rectified.

A further update. The screenshots of the lack of other options besides TXL ie. def no option to select BER finally did the trick and the claim has been submitted manually for me. We'll see how long it takes to be credited. In the meantime, I am assured the lack of BER in the system "has been taken on board". Hmmmm....

 

[SYD]

It's a minor issue that I am sure will ultimately get sorted, but am going round and round in circles trying to claim missing points and status credit from flights on Qatar MEL-DOH-BER (and return). The MEL-DOH (and return legs) credited automatically just fine but the DOH-BER (and back again) legs did not credit. Tried the online system, but rejected. Unsurprising really as the online system won't let me select BER as a destination or starting point, only the old airport in Berlin - Tegel (TXL) which is now closed (and has been for a few years). I have explained this to Qantas on the phone and via their socials, and also to the Frequent Flyer email. But they keep telling me I am entering the flights wrong and to go back and try again. I have now sent screenshots to the frequent flyer email, so hopefully someone will actually try to sort their system out, which presumably just needs the new airport to be added. I am also not sure why they can't just help out and process manually when I have provided e-ticket and boarding passes.

SYD+1 had the identical problem last year. Managed to get them via email request.

Also raised a feedback form on the lack of BER in the drop down last (that was over 12 mths ago).

I had the same issue trying to credit a BA LHR-BER flight a couple of months ago. I emailed a copy pf the boarding pass to the Qantas FF email address and the points and SC were credited a couple of days later…

Fortunately not drama last year for us both flying LHR-BER (return) with BA.

BA is generally pretty good at posting but can take up to six weeks to post if not chased beforehand.

 

[ShelleyB]

SYD+1 had the identical problem last year. Managed to get them via email request.

Also raised a feedback form on the lack of BER in the drop down last (that was over 12 mths ago).

Fortunately not drama last year for us both flying LHR-BER (return) with BA.

BA is generally pretty good at posting but can take up to six weeks to post if not chased beforehand.

12 months

 

[RichardMEL]

Truly minor issue, but does the App really need to tell me TWICE on the one screen - specially since I filled it in and have a green tick for it?