Has Qantas lost your business due to its failure to provide customer service?

[RichardMEL]

Another positive app change has been the flow forward feature brought in. Unfortunately the only time it was potentially relevant to me it popped up while I was sitting on my originally scheduled flight (during boarding) and of course only provided later options to change too which seemed... weird... but it's the thought that counts?

I would say TravelPasses qualify as a really great positive QF has introduced but it seems their scope is limited and their use may not be continued (going on the webpage I read the other day about only being offered to certain eligible customers, but it was not clear)

 

[Anna]

Most of those organisations at least have a physical presence where you can actually speak to a person 'in person".

Telstra - no, not when your complaint is about mobile broadband, they will not assist you about that in the Telstra stores, they only want to sell you more stuff
Optus - yes
Medicare - one office, not near me, horrendous waiting time even worse than the phone
Centrelink - haha good luck to anyone wanting to speak to a real Centrelink person face to face about a deceased estate
ATO - no
AIR - no
Microsoft - no. In fact they don't even have phone service, only chat 'service'
Hilton - yes, true, I could have gone out of my way to walk in there to try to make a reservation.

 

[Guvner]

Telstra - no, not when your complaint is about mobile broadband, they will not assist you about that in the Telstra stores, they only want to sell you more stuff
Optus - yes
Medicare - one office, not near me, horrendous waiting time even worse than the phone
Centrelink - haha good luck to anyone wanting to speak to a real Centrelink person face to face about a deceased estate
ATO - no
AIR - no
Microsoft - no. In fact they don't even have phone service, only chat 'service'
Hilton - yes, true, I could have gone out of my way to walk in there to try to make a reservation.

The ATO has CS staff at service centers - Visit us so that's 6 out of 9 - I said "most" not all.
I'm not saying they are any better than Qantas, but at least they have a physical presence.
Microsoft has a CS contact number - 1800 267 785

 

[Townsend]

Another positive app change has been the flow forward feature brought in. Unfortunately the only time it was potentially relevant to me it popped up while I was sitting on my originally scheduled flight (during boarding) and of course only provided later options to change too which seemed... weird... but it's the thought that counts?

I would say TravelPasses qualify as a really great positive QF has introduced but it seems their scope is limited and their use may not be continued (going on the webpage I read the other day about only being offered to certain eligible customers, but it was not clear)

Travel Passes were fine except you couldn’t use them to book on line. I had to ring the call centre to ask that they send me an email with a number on it.

Three times I was told the email would come within 24 hours and three times it didn’t arrive. The fourth time I insisted that they send me the email whilst I held on and it came.

Why you cannot use the original Travel Pass number to make a booking I do not know.

 

[Seat0B]

If I was a betting man, I would put money on in the next few months seeing a whole lot of layoffs and / or "spending more time with the family" at the higher end of town. Some of those call centre contracts are probably also in serious jeopardy. This level of bad press which is not going away is the sort of thing that kills companies, so I would guess no idea is too crazy to get customers back on side.

They are likely going to bring back onsite staff at airports. They are also likely going to bring in some really great sales to convince people to give them another go. As someone else mentioned, QF being terrible is now water cooler talk, so they need to win people back as customers and nothing does that better than rock bottom prices.

Back when it was simply the FF crowd who have complained, QF didn't care. QF know that the media would never publish a sob-story from someone who routinely gets F-Lounge, and assuming the media did publish such a story, very few of the general public would care. However it's now "battlers" who are getting the raw end of the stick, in quantities enough that the media takes notice. That's going to ensure at least someone in QF gets walked.

oh I hope you are right @harvyk - those improvements would go a long way towards helping me forget and feel better about using QF.

 

[RichardMEL]

Travel Passes were fine except you couldn’t use them to book on line. I had to ring the call centre to ask that they send me an email with a number on it.

Three times I was told the email would come within 24 hours and three times it didn’t arrive. The fourth time I insisted that they send me the email whilst I held on and it came.

Why you cannot use the original Travel Pass number to make a booking I do not know.

I'm sorry you've had so much trouble with them. This has not been my experience at all. Received all TP's and booked several online with zero issues so far. Very easy and flexible using the main booking pages (unlike the flawed flight credit one).

Yet another example of Consistently Inconsistent(tm) I guess. sigh.

I still say their introduction, despite your unfortunate experiences, are an overall real upgrade on the flight credit system (which I still do not understand is being used)

 

[Must...Fly!]

Fewer than those working for VA I’d say

Or maybe it's a reflection of how people are behaving and responding.

 

[RichardMEL]

So do I work for QF PR or VA PR now? I'm so confused.. either way the pay is terrible!!!!

 

[drron]

So as I pass an hour waiting on hold trying to speak to HSBC, I am pondering what other organisations I would have to cease trying to deal with if my metric was recent woeful phone service. I have come up with:

Telstra
Optus (better than Telstra, but still bad)
Medicare
ATO
Centrelink (re a deceased estate)
Australian Immunisation Register
Microsoft
Hilton (answered the call reasonably fast, but refused to help me out with making a booking - I'm diamond)

So QF is hardly an orphan in this respect, unfortunately for us all as Australian community members.

HSBC have now answered my call and took exactly as long to do so as QF recently did: 75 minutes.

Well don't have a problem with Epson printers. Had a recent problem with a 2 year old printer. top of the line for at home. Rang the Epson help line and asked whether I had gone to the help page online. yes i had and listed all the other things I had done. including switching the printer on and off. I then asked if I could be put through to a technician. She immediately terminated the call.
Reading some reviews that is not uncommon.
Took it to a technician. Paid $35 to be told it's stuffed. The repair will cost nearly as much as a new printer. I guess she knew that.

 

[justinbrett]

People still use printers?

 

[Anna]

The ATO has CS staff at service centers

Good tip - you are right, there is an ATO place! Inconveniently located, not in the CBD, not near where I live or work - but quite close to the single Medicare office (the one with the horrendous queues). Maybe I should pack a picnic and spend the whole day down there next time I need to get any business done

 

[RichardMEL]

People still use printers?

Despite what some at QF seem to think.. YES!

as a travel related example.. printing hard copies of covid certs (international) or even details ofhotel bookings and tickets for immigration agents etc let alone potentially getting into places who might require some kind of proof and won't accept an Aussie app cert....

or just keeping records in paper form for tax purposes or whatever.

many people do.

it might be "old skool" to the Gen Z's and so on, but there are good reasons sometimes to actually have things printed. More than one time having something on paper has saved my backside in various locations.

 

[CMA222]

People still use printers..............and anything else that is not reliant on internet or online technology such as Apps - because they actually tend to work !! Even (shock horror !!) cash.

 

[eminere]

People still use printers?

Yes.

 

[justinbrett]

Despite what some at QF seem to think.. YES!

as a travel related example.. printing hard copies of covid certs (international) or even details ofhotel bookings and tickets for immigration agents etc let alone potentially getting into places who might require some kind of proof and won't accept an Aussie app cert....

or just keeping records in paper form for tax purposes or whatever.

many people do.

it might be "old skool" to the Gen Z's and so on, but there are good reasons sometimes to actually have things printed. More than one time having something on paper has saved my backside in various locations.

Oh, that's what office works are for. Or parents.

I am more confident travelling only with trip it and digital docs - as long as it's stored locally and doesn't require internet.

But I did print hard copies of covid stuff on my last trip, yes. Just not at my house as I haven't owned a printer for about 10 years.

 

[clifford]

Oh, that's what office works are for. Or parents.

I am more confident travelling only with trip it and digital docs - as long as it's stored locally and doesn't require internet.

But I did print hard copies of covid stuff on my last trip, yes. Just not at my house as I haven't owned a printer for about 10 years.

Let's hope your phone (or connection) never gives up the ghost.

I was an IT manager before retirement, but what does that matter? I have no idea.

 

[justinbrett]

Let's hope your phone (or connection) never gives up the ghost.

I was an IT manager before retirement, but what does that matter? I have no idea.

I said offline. And I have duplicates on the iPad.

 

[clifford]

I said offline. And I have duplicates on the iPad.

Let's hope the iPad (and whatever else might be offline) doesn't give up the ghost then...

 

[Hvr]

People still use printers?

Heck, airlines still use dot matrix printers.

 

[justinbrett]

I've offended the printer lobby... oh dear!