Qantas not responding to complaint - what next?

[MrJetset]

Here's what I don't understand.

TH OP posted that an entire row on the aircraft, so in J you're talking 6 seats of skybeds of disrupted pax. Further the later report of another pax in the row very upset and allegedly more vocal and took up more time of the crew with complaints about this. You would assume that said pax would then have contacted QF post flight to complain.

Further to this, you'd hope/assume the CSM would have noted the mx issue and it would have been logged when the a/c reached SYD for repair.

QF knows the flgith#/date and aircraft involved.

Now even if the CSM did not log the customer service issue or MX issue (which I find hard to believe at least one of these was not done) then surely QF Customer Care would have flagged at least 2 complaints about the same issue on the same flight - thus each validating the other to some extent (given both parties unrelated).

So why are they allegedly so dismissive?

This is precisely my point.

 

[N860CR]

This is precisely my point.

And you're certainly entitled to your opinion. The thread will run better though if we work on toning down the aggression

 

[medhead]

Not the recline, the in seat power did not work on the 787 as seen here View attachment 61576

Nice try, though!

So why did they have to manually recline the seats? Also there has never been starclass in a 787. Going back to your original thesis, what I'm I suppose to conclude from your claim that there has been starclass on a JQ 787?

 

[MrJetset]

So why did they have to manually recline the seats? Also there has never been starclass in a 787. Going back to your original thesis, what I'm I suppose to conclude from your claim that there has been starclass on a JQ 787?

I never stated they had to manually reclined the seats. I said issues such as malfunctioning IFE or no power in QF or JQ have resulted in automatic compensation. Go back and read what I wrote.

I refuse to call Jetstar's Y+ product 'Business Class.' It will always be *Class to me.

You're really pulling at strings to here... But make what you like out of it.

 

[medhead]

I never stated they had to manually reclined the seats. I said issues such as malfunctioning IFE or no power in QF or JQ have resulted in automatic compensation. Go back and read what I wrote.

I refuse to call Jetstar's Y+ product 'Business Class.' It will always be *Class to me.

You're really pulling at strings to here... But make what you like out of it.

I did read it. Seems clear, apparently they manually reclined your seats.

Regardless of your views, the fact remains there has never been starclass on a JQ 787. It is a simple fact that says your story does not add up.

Your criticism may have had some weight, or considered amusing, if it wasn't 2015 in the age of Foxtel iQ and PVRs. If you haven't got the memo scheduled TV is dead...

The fact remains that the CSM would have made a report which would have resulted in automatic compensation. We've even received vouchers from JQ when our seats had no power to HNL in *Class (aka Business). Again, the crew would have manually reclined the seats. It is standard operating procedure.

Sorry, the story does not add up and many on AFF and FT report that in such situations that compensation is automatic.

This explains the response you received and why QF deems no compensation is necessary.

But by all means escalate the issue and amuse us with what (if any) further response QF has because at this point they seem to have spoken volumes in their responses already.

 

[MrJetset]

I did read it. Seems clear, apparently they manually reclined your seats.

Regardless of your views, the fact remains there has never been starclass on a JQ 787. It is a simple fact that says your story does not add up.

I was referring to the OP's post about the recline.

The only time I have had a broken seat has been in QF F and I was immediately reseated.

 

[kpc]

To OP, any updates?

 

[MrJetset]

To OP, any updates?

I doubt we're going to ever hear back.

I do hope I am wrong, though.

 

[MrJetset]

So it's been almost a fortnight since the OP's last post. I doubt we will hear from him again.

Probably a case of Chinese Whispers and he reported an incident in a manner that didn't occur.

It's also telling that RR hasn't entered this discussion. If this incident did impact a row full of J pax I expect RR would have connected the dots and/or asked the OP to get in contact.

 

[Aussie_flyer]

So it's been almost a fortnight since the OP's last post. I doubt we will hear from him again.

Probably a case of Chinese Whispers and he reported an incident in a manner that didn't occur.

It's also telling that RR hasn't entered this discussion. If this incident did impact a row full of J pax I expect RR would have connected the dots and/or asked the OP to get in contact.

you're loving it aren't you.

 

[RooFlyer]

you're loving it aren't you.

Hey! We all get our jollies in different ways.

 

[Red Roo]

It's also telling that RR hasn't entered this discussion. ...RR would have connected the dots and/or asked the OP to get in contact.

Not only would you get sick of me, but I'd have to quit my day job if I entered all AFF discussions...and for the record, not all "dots" are public.

 

[MrJetset]

Not only would you get sick of me, but I'd have to quit my day job if I entered all AFF discussions...and for the record, not all "dots" are public.

Touchè

RR would there ever be an instance where cabin crew do not manually recline seats for J pax, if unable to reseat them?

 

[russ]

I'd have to quit my day job if I entered all AFF discussions...

I thought it was your day job

 

[hutch]

Touchè

RR would there ever be an instance where cabin crew do not manually recline seats for J pax, if unable to reseat them?

Of course not... because Qantas cabin crew are super human, perfect and never ever make mistakes. Then again, the flying Roo might need to be renamed the Flying pig.

Qantas is pretty good to me AND most of their crew have been good to me. Doesn't mean they are all perfect or don't have their off days. Some of things I read on AFF I can't believe haven't been dealt with properly, either at the time, or during follow up (looking at you customer care )... but the forum would be missing a few threads without them and the Red Roo would probably be a very very bored Roo!

 

[awkwardpaws]

saw this thread and figured it was similar enough to my situation to not start a new thread

flew SFO-SYD a few days ago in Y (so thats the big difference to this thread since this thread is J) and the on-demand IFE didnt work, and it was simply on loop.

asked the question via the QF feedback form, and got a the following response:

Thank you for getting in touch with us regarding the in-flight entertainment difficulties you encountered during your recent flight from San Francisco to Sydney. Experiencing malfunctioning in-flight entertainment can be a very frustrating incident. When this occurs our cabin crew will explore all avenues to restoring the service, from rebooting the system to contacting engineering teams on the ground for advice, but in some instances no resolution can be implemented in the air. On such occasions our cabin crew will do their best to assist our passengers with the distribution of newspapers and other reading materials, but it can be a very difficult situation so our passengers’ patience and understanding is truly appreciated. Feedback from our regular passengers is the best way for us to identify areas in need of improvement or development, so please be assured that your comments have been passed onto our management teams to this end. Thank you again for contacting Qantas, and we look forward to welcoming you aboard Qantas again soon.
Yours sincerely

Since this is only Y, is it worth pressing the issue? the IFE was sort of working but admittedly not on-demand (and felt quite old school with movies on loop)... fyi, crew did not attempt to distribute 'reading materials' as noted in the email.

 

[MEL_Traveller]

saw this thread and figured it was similar enough to my situation to not start a new thread

flew SFO-SYD a few days ago in Y (so thats the big difference to this thread since this thread is J) and the on-demand IFE didnt work, and it was simply on loop.

asked the question via the QF feedback form, and got a the following response:

Thank you for getting in touch with us regarding the in-flight entertainment difficulties you encountered during your recent flight from San Francisco to Sydney.Experiencing malfunctioning in-flight entertainment can be a very frustrating incident. When this occurs our cabin crew will explore all avenues to restoring the service, from rebooting the system to contacting engineering teams on the ground for advice, but in some instances no resolution can be implemented in the air. On such occasions our cabin crew will do their best to assist our passengers with the distribution of newspapers and other reading materials, but it can be a very difficult situation so our passengers’ patience and understanding is truly appreciated.Feedback from our regular passengers is the best way for us to identify areas in need of improvement or development, so please be assured that your comments have been passed onto our management teams to this end.Thank you again for contacting Qantas, and we look forward to welcoming you aboard Qantas again soon.
Yours sincerely

Since this is only Y, is it worth pressing the issue? the IFE was sort of working but admittedly not on-demand (and felt quite old school with movies on loop)... fyi, crew did not attempt to distribute 'reading materials' as noted in the email.

It looks like you got a generic reply - hence the references to 'distributing reading material'.

'On-demand' IFE is a clearly advertised feature. I agree it is 'old school' and it can be quite frustrating... having to fill in half an hour before the next movie starts on a long haul flight can be a pain. Did it actually detract from the enjoyment of your flight? If it did, write back and tell them, and be specific with what you would like in terms of compensation. 5000 points doesn't seem unreasonable.

If it didn't actually detract from your flight (because you were sleeping anyway, or whatever), I'd probably let it slide.

 

[awkwardpaws]

It looks like you got a generic reply - hence the references to 'distributing reading material'.

'On-demand' IFE is a clearly advertised feature. I agree it is 'old school' and it can be quite frustrating... having to fill in half an hour before the next movie starts on a long haul flight can be a pain. Did it actually detract from the enjoyment of your flight? If it did, write back and tell them, and be specific with what you would like in terms of compensation. 5000 points doesn't seem unreasonable.

If it didn't actually detract from your flight (because you were sleeping anyway, or whatever), I'd probably let it slide.

Thanks MEL_Traveller - My initial line of thinking is in line with yours - that it is an advertised feature and i didnt get it. I am someone who looks up movies prior to the flight and look forward to watching it, so yup it did detract.

I'll send them a reply and follow your specific compensation request and see what I come up with - thanks!

 

[JohnK]

Thanks MEL_Traveller - My initial line of thinking is in line with yours - that it is an advertised feature and i didnt get it. I am someone who looks up movies prior to the flight and look forward to watching it, so yup it did detract.

I'll send them a reply and follow your specific compensation request and see what I come up with - thanks!

They used to give $50 or $100 gift vouchers when IFE was not working in economy. One time even had on board upgrade to business about 1/3 of the way into the flight.

Qantas must be doing it tough.

 

[awkwardpaws]

They used to give $50 or $100 gift vouchers when IFE was not working in economy. One time even had on board upgrade to business about 1/3 of the way into the flight.

Qantas must be doing it tough.

thanks JohnK - I wonder if the fact I have no status and travelling Y is impacting QF's level of care in my instance...