In a classic example of how technology glitches can undermine customer service and erode the standing of a brand, a travel booking system has incorrectly generated some travel itineries indicating complimentary drinks are provided on the Karatha-Perth sector.
According to documents obtained by ZDNet Australia, Qantas has elected not to fulfil the request, telling its flight crews to "explain the situation" should further passengers attempt to claim what is described as an "incorrect entitlement".
The airline said Global Distribution Systems, a consortium respresenting a number of international flight and travel booking services, has fixed the glitch.
Qantas is yet to respond to ZDNet Australia's requests for comment on the matter.
Qantas last weekend moved its entire reservation and ticketing system from the QUBE platform to become a user of one of the world's largest global reservation systems, Amadeus.
Qantas MUST concede to the offers.
If a supermarket acidently underprices something at the aisle, and it scans in at a higher price at the checkout, you do have the right to demand the lower price.
Qantas is no different. If they refused to look at the printouts for mistakes or errors of this calibre, then they have no choice. If they refuse, sue the buggers.