Why, oh why is Qantas online booking system so rubbish? (And their Customer call centre not much help either!)

[rosep]

Hi there,
First time post and wondering if anyone else has encountered the kind of frustrations I've been experiencing with the Qantas online booking system of late.

Trying to book a return MEL-WAW with a stopover in Singapore on the way back. I need the return ticket to be flexible. However, when I try doing this via the multicity booking it only shows 'Saver' fares for both sectors. Even when I click on the 'flexible fares' option.

I've tried calling their customer call centre, which has been as equally frustrating - their response has been to advise that a) you can only book the same fare type across the one booking; b) if you wanted to book different fare types for each sector then you have to book each sector separately (at a much greater cost); and c) if you don't like it, then tough. That is, there has been NO offer to assist or find a solution to the problem (or provide a cost for a rtn flex fare).

I've pointed out that it seems possible to book a mixed fare when booking a regular return online. Their response to this has been that as soon as I go ahead and try and pay, the system won't let me. Why? Because you can only book a ticket under the one fare type. Why then, ask I, does the system even let me get that far? Their response? If you don't like it then tough.

When I've pointed out that many, MANY airlines allow you to book different fare types on the one booking their response has been a) these are the fare rules and b) if you don't like it, then tough.

Thus, dealing with Qantas - both online and via contacting them directly is akin to entering a black hole with no possible light or clarity, only grief and mind-numbing frustration.

Am I missing something here? Is there hack to get around this? I know I've read (much earlier) threads here that mention booking different fare types on the one booking (with success), so am wondering has something changed in their system of late.

I can get a decently-priced fare on Qatar that satisfies my requirements, and am sorely tempted to do so (which also means I can avoid Emirates and Dubai) but I've become caught up in the dreaded FF points and SCs climb. If I can find a way around this then I will keep on with Qantas. But my patience is wearing thin.

Any assistance or shared experiences much appreciated.

Rose

 

[levelnine]

Try contacting a travel agent to see if they can assist. @madrooster is such a person on this forum.

If that's not possible, Qantas is clearly giving you a solution: book with a competitor. That's what I'd be doing in your circumstances.

 

[rosep]

Thanks for your response, levelnine. Yep. It's like being in an abusive relationship!

 

[rosep]

A (belated) update....
I took advice from other threads and decided to give Qantas one more chance and msg them via their facebook page. Result?

* Excellent (and prompt) customer service
*Saver fare one way and flex the other
* A decently priced airfare
* An apology for being stuffed around
* A booking in the system all ready and waiting for me to pay for via phone.

Lucky, Qantas, you've redeemed yourself!

 

[harvyk]

A (belated) update....
I took advice from other threads and decided to give Qantas one more chance and msg them via their facebook page. Result?

* Excellent (and prompt) customer service
*Saver fare one way and flex the other
* A decently priced airfare
* An apology for being stuffed around
* A booking in the system all ready and waiting for me to pay for via phone.

Lucky, Qantas, you've redeemed yourself!

Ah yes, the HUACA method (also known as the as keep trying til you find a QF employee who gives a **** method).

Sadly it's pretty much the only way to deal with QF these days.

 

[esseeeayeenn]

I can get a decently-priced fare on Qatar that satisfies my requirements, and am sorely tempted to do so (which also means I can avoid Emirates and Dubai) but I've become caught up in the dreaded FF points and SCs climb.

I happily note you found a resolution in this instance however it is worth remembering you would still earn both points and SCs on Qatar as it is a OneWorld airline.

 

[rosep]

I happily note you found a resolution in this instance however it is worth remembering you would still earn both points and SCs on Qatar as it is a OneWorld airline.

Thanks for your reply,

I love flying Qatar Airways and often do when I'm heading to Europe and/or the Middle East, but even though they are a OneWorld airline, the number of points and SCs you can earn as a QF frequent flyer is woeful (as is the case with all QF FF partner airlines, sadly).

The QF flights I'm now taking are Emirates codeshare, so not too excited about this. It's a done, though, and time will tell.

Cheers
Rose