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Hi All, After my recent trip to the USA with Qantas, I want to lodge a complaint with them. Is the only way to do that using the "Customer Care" ...
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  1. #1
    Junior Member Ozvirginuk's Avatar
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    How to Complain to Qantas

    Hi All,

    After my recent trip to the USA with Qantas, I want to lodge a complaint with them. Is the only way to do that using the "Customer Care" section on their website, and then the "email" function?

    The reason I ask is that on their website, if you're emailing regarding your experience with Qantas they ask you to select a sub category ie inflight, baggage, check in etc. My complaint covers every aspect of the trip. Should I just select inflight, and wait for a response?

    Or is there a specific email address I can use from my own mailbox?

    Thanks
    Ozvirginuk

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  3. #2
    Junior Member Australian's Avatar
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    Re: How to Complain to Qantas

    Hi,

    not sure, but sending a letter is obviously not the way to go

    [for the record, the OP later stated that they did, in fact, make a mistake with the address! see the thread for more info, cheerz]
    Last edited by Australian; 17th October 2010 at 12:47 PM. Reason: update

  4. #3
    Junior Member Ozvirginuk's Avatar
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    Re: How to Complain to Qantas



    Nice one Australia. I think I'll stick to email then, as post is clearly not how QF want to receive notification severely pi$$ed off customers....

    Cheers
    Oz

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  6. #4
    Member blueflamenco's Avatar
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    Re: How to Complain to Qantas

    I would post a letter. I did so with a complaint a couple of years ago and received a reply and compensation.

    I believe this is the address

    Customer Care
    Qantas Airways Limited
    Level 5 - Building A
    203 Coward Street
    Mascot NSW 2020
    Last edited by blueflamenco; 16th October 2010 at 07:44 PM.

  7. #5
    Established Member Boris spatsky's Avatar
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    How to Complain to Qantas

    I have always sent an email using the website and had suitable responses (normally a phone call).

    Snail mail is so outdated!


  8. #6
    Member markjb's Avatar
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    Re: How to Complain to Qantas

    call them I always do...... If your gold or platinum they put you through to premium desk and they are always helpful!

  9. #7
    Moderator markis10's Avatar
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    Re: How to Complain to Qantas

    I dont think you get the premium desk as a Gold member, I never did in three years, and you do notice the difference!

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    Member jamesatfish's Avatar
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    Re: How to Complain to Qantas

    I'd just use the email form on the website - choose the Inflight subject category then just elaborate in your message. Be sure to list your flight number(s) and FF number if appropriate.

    Every time I've used that form (for positive and negative feedback) I have received a follow-up telephone call sometime in the next fortnight - usually quicker for negative or 'please sort this out' type requests.

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    Moderator serfty's Avatar
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    Quote Originally Posted by markis10 View Post
    I dont think you get the premium desk as a Gold member, I never did in three years, and you do notice the difference!
    This was my experience, however at least the phone is answered reasonably promptly.

  13. #10
    Junior Member Ozvirginuk's Avatar
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    Re: How to Complain to Qantas

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    Quote Originally Posted by jamesatfish View Post
    I'd just use the email form on the website - choose the Inflight subject category then just elaborate in your message. Be sure to list your flight number(s) and FF number if appropriate.

    Every time I've used that form (for positive and negative feedback) I have received a follow-up telephone call sometime in the next fortnight - usually quicker for negative or 'please sort this out' type requests.
    Thanks jamesatfish. I ended up using the website form to send my essay length complaint. I was actually surprised that the form wasn't character limited. (just as well).

    Let's see what QF come back with. I am pleased to see other posters have had positive interactions with the QF Customer Care team. I hope my experience ends up being a positive one too.

    Cheers
    Ozvirginuk


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