Generic Error @QantasAirways, Start Over…..
February 6, 2012 3 Comments
I do not seem to be able to get a break. Since going Gold, the service has fallen off a cliff and to say it is a high cliff is an understatement. Last week I lamented the leg room on the 737-800 fleet. If you are more than 190 cms you are in a whole world of trouble. It would appear that the smaller 737-400 have more room. To this problem, I ensure that I get exit rows and this is where the problem has been. When I checked-in on line I had already booked a an exit row seat but due to a aircraft change,the seat was now a regular seat. The exit rows were blocked out. Check in and try and change my seat – Generic error, please call a help desk!
The Qantas help people are all smiles and no action. despite what the website said, the airport people have blocked out the exit rows and you will have to ask for a seat when you get to the airport. Get to the airport, no exit row seats, “next time you should use the online seating on the website to select a seats you status level will give you access to the exit rows”. Hang on or more appropriately, WTF! Web site says no seats, 131313 say ask at the airport and airport staff say use the website. These people have been taking classes from 5 year olds.
The next screen shot says it all. If some one from Qantas can explain how this works, I have a numerous numbers of followers who would be interested in the explanation.
The dilemma this week is do I change to a row that I think may have an exit row or do I make the assumption that Qantas actually have some control over the reservation system as the past two weeks have not been good examples of Qantas customer service in action.
On a lighter note and probably a little unfair!
For those of you who live in Melbourne, this one is for you: Spot the difference!
Ah, and in the morning I have the delight of an inflight breakfast. Yum……
Commuterflyer 
I am one of your followers and I don’t need it explaining to me. If you just click on the red exit seats available to you and that seat is yours and being a Gold FF member yours for nothing. I fly every 8 days from Tasmania to the N.T. and I have had no such dramas booking my seat. I book the exit as soon as I get my booking and about two days before I fly I book my preferred seat 4A as you get the leg room still but can keep your bag. Last week I arrived in Melbourne without pre booking my seat with my grandson in tow and still got my favourite seat with grandosn sitting next to me, allocated 1 hrs prior to flight by the one of those smiling no action Qantas staff.
The underlying problem is in the Qantas booking system. The aircraft that is used is not the same as the aircraft in the reservation system so the seating plan is out of sync. This is further compounded when the call center staff can not make/will not seating changes once the aircraft is handed over to the airport ground staff. It is a little like the Little Britain skit, computer says no http://www.youtube.com/watch?v=WOdjCb4LwQY
How often Dougal do you think the actual plane is changed? So do you think this is more a rare occurence rather than a fault in the booking system? So Okay they changed athe ircraft but according to your screen shot the ability to still book your seat was available to you. If this is not the case, then why go through the hassle of ring the call center staff so close to boarding, just rock up at the checkin as I did and request you seat