QF Feedback

[Blackswan]

I've provided feedback twice to Qantas in the past year - both about seating issues. Both responses sub-par - template based.

Don't have a problem if they're going to use a template and tweak it slightly for the individual. But at least use the correct template (or one that relates slightly to the issue, in my case seating).

 

[medhead]

The voucher can only be used at Qantas Shop front.. which cost more money then booking online.. so no point anyways!

I've only had one voucher and it was given due to a problem. That specifically said that the fees for using the shop front were waived. I think that is the general rule for vouchers given due to problems. Suggest you double check.

 

[AnonymousCoward]

Recently I did lodged a complaint about product inconsistency through the QF web site because I had paid a higher airfare to return on a A330. 48 hours before departure the plane was downgraded to a 767:evil::evil:

I did not get "WHAT I HAD PAID FOR" was my feedback.

Several weeks later, got a call from QF acknowledging my feedback and a promise to pass my concerns onto management. Conversation lasted less than a minute because I could see it going nowhere.

QANTAS goes not promise to fly you on a particular plane. They only promise to get you from A to B, which they did. Planes have to be subbed all the time (technical issues, or ash clouds, delays or whatever)

 

[Paddy55]

I suppose my questions are:
1) Is this normal, and
2) If it is, why is it so cough, and
3) Do they actually want feedback.

Thoughts?

1. Yes - received a couple of template responses myself
2. Can't become a LCC without a little "enhancing", can we Alan Joyce?
3. No... err refer 2 above

Paddy

 

[dfcatch]

I've said it before... I used to only have positive things to say about QF's feedback processes.

But lately I am convinced that their customer service department has been "enhanced" and is clearly being run into the ground.

AJ was IMHO a terrible choice for CEO given his attitude toward the brand.

Surely even a bean-counter can see that his approach may very well not give the desired result........

 

[ozmille]

Commented once to QF about IFE not working and inadequate service when me and the Mrs (both SG) were on a flight to SIN. Didn't really expect to hear anything but got a phone call about a week later apologising and we were offered Gold Class tickets to a Greater Union cinema with food and drinks. I must say I was quite happy with the way this was handled.

 

[mannej]

QANTAS goes not promise to fly you on a particular plane. They only promise to get you from A to B, which they did. Planes have to be subbed all the time (technical issues, or ash clouds, delays or whatever)

Do QF charge a higher fare for the A330? I have always been able to get the sale fares on the A330. To me it seems that schedule plays more of a role in determining price then the a/c type domestically.

 

[Noob]

Whenever I have written a letter or sent an email to Virgin Australia I have gotten a proper reply. I have never been "brushed off" by them or been sent a generic letter after a complaint or compliment. In fact I have visibly seen changes after I have sent feedback.


australia. Like Qantas use to be, only sexier.

 

[Noob]

No, just a very happy convert.

Virgin Australia staff have "Authorised Representative" under their user name. And there are two of them on this forum which are actively involved in helping Velocity members, and taking on feedback every single day. Where are the active Qantas representatives, if I may ask?

 

[TonyHancock]

Whenever I have written a letter or sent an email to Virgin Australia I have gotten a proper reply. I have never been "brushed off" by them or been sent a generic letter after a complaint or compliment. In fact I have visibly seen changes after I have sent feedback.


View attachment 2569 australia. Like Qantas use to be, only sexier.

I am by no means a defender of QF. Their customer service performance, program enhancements and inability to embrace the social network have been pitiful.

That said they are on a hiding to nothing. It is relatively easy to pick QF off when you are significantly smaller. I do admire the direction Virgin is taking, my concern is the sustainability. When Virgin start to pick up more and more customers will they be able to cope with the increase in passenger loads? I hope they do succeed because they are being bold but it will get tougher for them.

As for QF my last question went unanswered and the cost to QF was a premium economy flight to the UK. Emirates won out. MrsH sans PG status opted for Emirates.

 

[Fantic125]

Hmm.

I've flown 67 Qantas flights in the last 12 months, 18 of them domestic, the rest international.

Not too many issues - once where an engine wouldn't start (SYD-SFO) - had to taxi back to to the gate and get the engineers to kick-start it, and 2 where the IFE needed to be re-booted (both times on SYD-FRA flight; 1 x Jan'11 and 1 x Feb '11 - both times the same aircraft).

For each of these experiences I haven't felt a need to write a letter of complaint. Why? - each time I arrived at the location I paid them to take me to.

Flying in India and some of the other asian countries (and even the USA) gives you a much better appreciation of the level of service you do get from Qantas.


(and no, I don't work for them.)

 

[Noob]

I am by no means a defender of QF. Their customer service performance, program enhancements and inability to embrace the social network have been pitiful.

That said they are on a hiding to nothing. It is relatively easy to pick QF off when you are significantly smaller. I do admire the direction Virgin is taking, my concern is the sustainability. When Virgin start to pick up more and more customers will they be able to cope with the increase in passenger loads? I hope they do succeed because they are being bold but it will get tougher for them.

As for QF my last question went unanswered and the cost to QF was a premium economy flight to the UK. Emirates won out. MrsH sans PG status opted for Emirates.

Do you mean in terms of infrastructure (ie. fleet size) or customer service ability with expanded passenger numbers?
In a couple of years VA will have a minimum of:

94 x 737-800 Next Generation aircraft,
16 x 737-700 Next Generation aircraft,
4 x A330-200 aircraft,
5 x 777-300ER aircraft,
18 x Embraer E-190 aircraft,
18 x ATR-72 turboprop aircraft,

All with new interiors.

VA will have the largest domestic fleet in Australia when all orders are received (including the 737-800,737-700,E-190,A330-200)

Hmm.

I've flown 67 Qantas flights in the last 12 months, 18 of them domestic, the rest international.

Not too many issues - once where an engine wouldn't start (SYD-SFO) - had to taxi back to to the gate and get the engineers to kick-start it, and 2 where the IFE needed to be re-booted (both times on SYD-FRA flight; 1 x Jan'11 and 1 x Feb '11 - both times the same aircraft).

For each of these experiences I haven't felt a need to write a letter of complaint. Why? - each time I arrived at the location I paid them to take me to.

Flying in India and some of the other asian countries (and even the USA) gives you a much better appreciation of the level of service you do get from Qantas.

Thats great! Nothing wrong with sending a compliment.

 

[TonyHancock]

Do you mean in terms of infrastructure (ie. fleet size) or customer service ability with expanded passenger numbers?
In a couple of years VA will have a minimum of:

94 x 737-800 Next Generation aircraft,
16 x 737-700 Next Generation aircraft,
4 x A330-200 aircraft,
5 x 777-300ER aircraft,
18 x Embraer E-190 aircraft,
18 x ATR-72 turboprop aircraft,

All with new interiors.

VA will have the largest domestic fleet in Australia when all orders are received (including the 737-800,737-700,E-190,A330-200)

Both infrastructure and customer service. It is OK to have the aircraft, but with that comes the need for infrastructure and then staff to support them. A lot of capex and then a massive overhead increase. :-|

I'm not saying they won't be able to provide customer support if they expand quickly, but I am asking the question. :?:

I hope they pull it off, I'd like to think that a strong VA will drive QF to pick up it's game. (Whether it will or not I can only wonder!!)

 

[justinbrett]

The problem with QF feedback - infact QF as a whole - is they differeciate too much between domestic and international services.

You do expect a higher standard on an international flight, but the levels of service between the two is very big.

I have a theory they are open to critisism on international flights because they wish to maintain a high standard, because they are in competition with a number of top tier airlines.

For domestic, they know you don't have an alternative (as a full service airline) so they don't care too much. This is all going to change now of course with VA becoming a near-full service airline, where QF have already dropped their domestic standard so much they shouldn't be calling themselves a full service airline.

Don't get me wrong, I'm SG and will pay more to fly QF if I have to - I loathe flying VA because I don't get points or SCs. But they have dropped the ball in recent years. I miss Ansett...

 

[markis10]

I loathe flying VA because I don't get points or SCs. .

Maybe you should join Velocity to solve that problem. You happened to be based in a city that has fares that make it easier to get status with DJ.

 

[LiamR]

94 x 737-800 Next Generation aircraft,
16 x 737-700 Next Generation aircraft,
4 x A330-200 aircraft,
5 x 777-300ER aircraft,
18 x Embraer E-190 aircraft,
18 x ATR-72 turboprop aircraft,

The 737-700 aircraft are going. So we can cross them off the list.

But really 94 738's? Thats a lot.... Didn't JB recently say no airline has gone bankrupt from under capacity, and they don't want to have too much capacity?

 

[justinbrett]

Maybe you should join Velocity to solve that problem. You happened to be based in a city that has fares that make it easier to get status with DJ.

Not much good on international flights where my Velocity card is worth squat.

Join star alliance and we'll talk.

For the record - Qantas and Jetstar have 7 flights between BNE and NTL a day - VA only have 2. JQ also operate to OOL where VA have stopped. Now JQ+ earns SC, you are better off in NTL being a QF FF. Also, if fly international I take the F3 down to Sydney where I can fly just about anywhere in the world on the oneworld network. No such luck on VA.

 

[markis10]

The 737-700 aircraft are going. So we can cross them off the list.

But really 94 738's? Thats a lot.... Didn't JB recently say no airline has gone bankrupt from under capacity, and they don't want to have too much capacity?

Not necessarily, the 105 unit order placed included a firm 50 738s but with the option to change these to 700s or 900s over the 6 year rollout.

 

[Noob]

The 737-700 aircraft are going. So we can cross them off the list.

But really 94 738's? Thats a lot.... Didn't JB recently say no airline has gone bankrupt from under capacity, and they don't want to have too much capacity?

Yeah their current order will take them to 94, 737-800 aircraft. But they are able to change some of their order to either 737-700 or 737-900 if they wish.

 

[markis10]

Not much good on international flights where my Velocity card is worth squat.

Join star alliance and we'll talk.

For the record - Qantas and Jetstar have 7 flights between BNE and NTL a day - VA only have 2. JQ also operate to OOL where VA have stopped. Now JQ+ earns SC, you are better off in NTL being a QF FF. Also, if fly international I take the F3 down to Sydney where I can fly just about anywhere in the world on the oneworld network. No such luck on VA.

Your complaint was not earning points and SCs on DJ, not a lack of international partners, given the tie up with SQ/AirNZ and Delta recently not to mention Etihad as well as their Virgin family alliance , I think point is moot regardless.