Just an aside from a frequent lurker on this thread, but I check in here often to see how this is going as I have been making good on my decision to avoid QF until this is fixed.
I'm pleased to see some improvements, not surprised that many of the problems persist, but mostly it just continues to strike me as I read the thread that you can feel the intense relief, elation and almost giddiness from people when they finally manage to achieve what they set out to achieve. Pretty much sums up what the state of affairs has been, when basic competence results in such joy.
I flew Air NZ on my trip to North America last month, Fiji this month, and Air Canada next month, and have to say my experience having to call each of them for various bits and pieces has been a shocking eye-opener at just how bad things had become at QF. The two clinchers were Air Canada answering without even a single ring after choosing the relevant option, and Air NZ apologised for the long wait time (it couldn't have been even 10 minutes) and then navigating through some complex changes without a moment of hesitation and then asking me to stay on the phone to confirm I'd received the new e-ticket.
Here's hoping the improvement at QF is real and continues.
