Qantas complaints

[wafliron]

Seems random IME but some common factors are:

• ‘P’ availability
• Booking inbound to Aus, one way or return: I’ve found that the identical flights booked outbound as part of a return will book in to ‘U’.
• 747, not A380
• I’ve only ever seen them ex Asia, but that’s mostly what I look for

Righto, thanks for the info. Are they relatively common in your experience? Or a rare nicety?

 

[Happy Trails]

Righto, thanks for the info. Are they relatively common in your experience? Or a rare nicety?

Well, I’ve had one return and three one way trips over the last six months, all BKK-SYD-BNE vv, and one more next month, HKG-SYD-PER. (Could have gotten a return on that one but didn’t have enough points at the time.)
There’s no way of telling until you click through to the review page.
There had been quite a few available later in the year out of BKK, but with the change to an A330 that avenue has closed.

 

[wafliron]

Well, I’ve had one return and three one way trips over the last six months, all BKK-SYD-BNE vv, and one more next month, HKG-SYD-PER. (Could have gotten a return on that one but didn’t have enough points at the time.)
There’s no way of telling until you click through to the review page.
There had been quite a few available later in the year out of BKK, but with the change to an A330 that avenue has closed.

Righto - thanks again. Might do some test searches out of curiosity.

 

[Revelly]

Hi

I've just lodged an email complaint on Qantas' website about their lack of notification regarding a domestic flight that departed from the International terminal. There was nothing on the ticket to indicate that it would be treated like an international flight and what was even more annoying was that there was no transport between the domestic and international terminals so that after arriving at the domestic terminal and being informed that my flight departed from the international terminal, I had to pay for a cab ride to get to the international terminal.

 

[geordieladinoz]

Hi

I've just lodged an email complaint on Qantas' website about their lack of notification regarding a domestic flight that departed from the International terminal. There was nothing on the ticket to indicate that it would be treated like an international flight and what was even more annoying was that there was no transport between the domestic and international terminals so that after arriving at the domestic terminal and being informed that my flight departed from the international terminal, I had to pay for a cab ride to get to the international terminal.

Hi Revelly

I would be very surprised that the flight was not showing the correct departure terminal as on your online booking. I would suggest there is an element of knowing the airport you are flying from in this instance. I have yet to experience an case of being quoted the wrong terminal on a flight though have had a few awkward connections.

I am sure there will be better placed people to respond but I would not be expecting anything than a standard response to this complaint.

 

[ChrisFlyer]

The tickets do clearly show which terminal the flights depart from. If you were catching QF8 or QF20 from Brisbane to Sydney, the departure terminal is shown as 'I' on the ticket, as opposed to 'D' - and when you click the flight number, it's shown as "Brisbane International Terminal". A similar situation for QF19 and QF81 from Sydney, though as I'm guessing you were on QF19, due to your statement that no transport was available. The PDF ticket also explains that flights QF1-399 depart from international terminals.

If you booked through a third-party site (ie not the Qantas website), then perhaps they issued the itinerary in a different way - in which case I'd be interested to see why they omitted this information. Though, if you just booked directly with Qantas, it's only a small oversight (there is a whole thread on here about our booking mistakes), and at least you made your flight in time!

 

[colcol]

I wrote twice (snail mail) to Qantas and emailed them twice with a serious complaint but received no reply.

I won't fly Qantas again.

 

[mannej]

I wrote twice (snail mail) to Qantas and emailed them twice with a serious complaint but received no reply.

I won't fly Qantas again.

If it is serious, why don't you call them?

It may be much easier to deal with a complaint over the phone compared to waiting for a reply to either email/snail mail.

 

[Hvr]

I wrote twice (snail mail) to Qantas and emailed them twice with a serious complaint but received no reply.

I won't fly Qantas again.

Welcome to AFF. Would you care to share your complaint?

Since you wrote to them it sounds like you want an explanation and/or compensation because it is too late for immediate rectification.

As an aside, who will you fly? Especially if there is no alternative.

 

[drewbles]

I wrote twice (snail mail) to Qantas and emailed them twice with a serious complaint but received no reply.

I won't fly Qantas again.

At least you'll leave seats open for others

Seriously, if you want a response, email frequent_flyer @ qantas.com.au (remove the spaces). You're far more likely to get a response from there, and submit via their website. I've found it to be a mixed bag though.

 

[Red Roo]

I wrote twice (snail mail) to Qantas and emailed them twice with a serious complaint but received no reply.

I won't fly Qantas again.

I'm sorry to hear this. It's very unusual to not have received a reply at all; at least an automated email acknowledging receipt.

While you've not mentioned to where you've sent your correspondence, please send me a private message with your details so I can follow up with the correct area.

 

[colcol]

RR - I have sent you a PM. Thanks.

 

[Red Roo]

Twitter @qfcustomercare. They have a link to an separate communications page. I get responses very fast and in under 24hours from the web communication page.

...email frequent_flyer @ qantas.com.au (remove the spaces).

As with most big companies, we have dedicated teams for various operational business units. While we do our best to reply as soon as possible, a response may take a little longer if it needs to be forwarded on.

For future reference, the "separate communications page" is a link to Customer Care via this link: https://www.qantas.com.au/travel/airlines/customer-care-form/global/en. This team is able to assist you with post-travel matters such as feedback (good, bad or otherwise), letter for insurance purposes and compensation requests.

Also, [email protected] is the address for our Frequent Flyer Service Centre. This team assist with membership enquires, profile changes, missing points etc. They're available on 13 11 31 7am-7pm Monday-Friday if you prefer calling them.

Should you have any baggage claim queries, you can contact our Baggage Services team via email at [email protected]. However if your query is about a delayed bag or to arrange delivery, it's best to call Baggage Services directly on 1300 306 980.

For assistance with a current or future booking (both commercial and redemption) or any imminent/urgent matters, our Reservations team are available 24/7 on 13 13 13. They're also able to assist with most queries including flight status, baggage allowance or lounge access queries.

We always encourage customers to approach our crew when on board. They may be able to assist you on the spot, or pass on your details to our Customer Care team on the ground as reference.

The best contacts details specific to your query can be found on qantas.com (Contact Us | Qantas). By using the links, you should also receive an automated response to acknowledge receipt of your correspondence.

Hope this helps, however as always I'm happy to assist wherever possible (at least point you in the right direction).

 

[Foibles]

Hi all,


as you'll see I'm a new member. I apologise as it is somewhat less than diplomatic to join when your first motive is 'to ask something of someone'. Hopefully my request is not that onerous however!


given the title of the thread, am interested to know if my situation warrants a complaint to qantas...or not?


Ill try to stick to facts......


1. I booked a jEtstar flight using the qantas website
2. booking made yesterday afternoon...for a flight last night
3. I presented at the airport well before time....that's not the issue
4. The girl at the Jetstar desk said that she had no details of me on the flight. She rather briskly brushed me off, and said I'd need to contact qantas directly.
5. As the airport in question was Hobart....there was nobody at the qantas desk, so I had to call their 13 number
6. After 10 minutes of holding, I eventually got through to an assistant, who confirmed that indeed my ticket was valid, my payment had been processed, and all was in order.
7. After explaining to the qantas representative that his assurances were not good enough to get me on the plane, I passed my phone to the rather abrupt jetstar check in girl, who looked at me blankly and passed the phone to her customer service TL. It was evident that the qantas rep was requesting that the Jetstar TL let me on the plane, but she refused steadfastly.
8. The Jetstar rep advised that there was nothing that I could do, and that I would need to argue my case with qantas. Meanwhile...qantas were suggesting I should try the "nudge nudge, wink wink, just let me on the plane" trick....
9. Jetstar TL says she is off to talk to her help desk....maybe the qantas rep suggested this I do not know...
(as an aside, this call will have been recorded....with the Jetstar and qantas reps disagreeing over my flight status....all whilst I was left standing there in disbelief.
10. I call my disabled mother in law, and ask her to turn her car around and come back and collect me. As my language was getting a bit colourful...and I believe understandably so.....Jetstar girl suggests I should move clear of the counter.
11. I move away and start calling qantas again.......in the meantime Jetstar TL has returned, and can see me standing by now 5 metres away, but acts as if my vacating her desk suggests perhaps I have disappeared somehow....
12. Another traveller at the airport tells me that the flight has not yet closed for boarding, and perhaps there is still time. Whilst waiting for qantas to answer again, I approach the jetstar desk and ask, rather curtly....."where are we at." to which the TL lies and says that as she could not see me, she thought I must have just got up and left the airport!! She then advises that i have missed the flight.
13. When finally I am reconnected with qantas, I get my way to an escalation point, who offers to put me on the next flight......scheduled to leave in another 4 hours....meaning id have been there about 6 hours, in an airport where no facilities such as coffee shop would remain open. id also get home in melbourne by about 2am.....which was not acceptable for me. sure, it would have settled the matter for qantas and jetstar......but i would have been unfairly inconvenienced with only begrudging apologies.
14. qantas rep then asks me, as if I'm pulling off a bank heist "exactly what do you want us to do sir." (Well, not taking my money but refusing me boarding would have been a start!).
15. I said that it seemed reasonable that she arrange for my fare to be refunded in full, and provide me with a free ticket to melbourne on the qantas flight the next day...which incidentally was 90 dollars cheaper than the Sunday night flight I had booked.
16. She refused for two reasons...a. The standard line about not having authority and 2. Because she said that she could not offer me a qantas flight for a jetstar passenger issue. Seemed quite curious....?
17. I ultimately had to concede to accept my flight be moved to 8.30 this morning which....After a 45 minute mid air holding pattern delay...meant I arrived at work half a day late. In my work, this costs me 600.


to summate;
* jetstar and qantas both concurred that it was not my error, but agreed that their systems had failed...in essence, the data that should be sent from qantas to jetstar failed to do so.
* aside from sheer time and stress, to others as well as myself, I was out of pocket for airport car parking, extra petrol, can fare back to the airport, and half a days income. Total circa 700.
* it would have seemed expeditious for qantas to accept my original request....they would merely have had to 'lose' a few hundred in revenue for seats that were ultimately not allocated anyway...
* all qantas have done is suggest that I email their customer care section.


views of others....would you be as irate as I was/am by this? It's not a weather event after all....it was one person from a whole plane whose transaction failed in qantas systems...and logic should have allowed me to continue my journey...but instead significant disruption to many has ensued. What compensation...if any...should I reasonably seek?

 

[Isochronous]

Hi all,


as you'll see I'm a new member. I apologise as it is somewhat less than diplomatic to join when your first motive is 'to ask something of someone'. Hopefully my request is not that onerous however!


given the title of the thread, am interested to know if my situation warrants a complaint to qantas...or not?


Ill try to stick to facts......


1. I booked a jEtstar flight using the qantas website
2. booking made yesterday afternoon...for a flight last night
3. I presented at the airport well before time....that's not the issue
4. The girl at the Jetstar desk said that she had no details of me on the flight. She rather briskly brushed me off, and said I'd need to contact qantas directly.
5. As the airport in question was Hobart....there was nobody at the qantas desk, so I had to call their 13 number
6. After 10 minutes of holding, I eventually got through to an assistant, who confirmed that indeed my ticket was valid, my payment had been processed, and all was in order.
7. After explaining to the qantas representative that his assurances were not good enough to get me on the plane, I passed my phone to the rather abrupt jetstar check in girl, who looked at me blankly and passed the phone to her customer service TL. It was evident that the qantas rep was requesting that the Jetstar TL let me on the plane, but she refused steadfastly.
8. The Jetstar rep advised that there was nothing that I could do, and that I would need to argue my case with qantas. Meanwhile...qantas were suggesting I should try the "nudge nudge, wink wink, just let me on the plane" trick....
9. Jetstar TL says she is off to talk to her help desk....maybe the qantas rep suggested this I do not know...
(as an aside, this call will have been recorded....with the Jetstar and qantas reps disagreeing over my flight status....all whilst I was left standing there in disbelief.
10. I call my disabled mother in law, and ask her to turn her car around and come back and collect me. As my language was getting a bit colourful...and I believe understandably so.....Jetstar girl suggests I should move clear of the counter.
11. I move away and start calling qantas again.......in the meantime Jetstar TL has returned, and can see me standing by now 5 metres away, but acts as if my vacating her desk suggests perhaps I have disappeared somehow....
12. Another traveller at the airport tells me that the flight has not yet closed for boarding, and perhaps there is still time. Whilst waiting for qantas to answer again, I approach the jetstar desk and ask, rather curtly....."where are we at." to which the TL lies and says that as she could not see me, she thought I must have just got up and left the airport!! She then advises that i have missed the flight.
13. When finally I am reconnected with qantas, I get my way to an escalation point, who offers to put me on the next flight......scheduled to leave in another 4 hours....meaning id have been there about 6 hours, in an airport where no facilities such as coffee shop would remain open. id also get home in melbourne by about 2am.....which was not acceptable for me. sure, it would have settled the matter for qantas and jetstar......but i would have been unfairly inconvenienced with only begrudging apologies.
14. qantas rep then asks me, as if I'm pulling off a bank heist "exactly what do you want us to do sir." (Well, not taking my money but refusing me boarding would have been a start!).
15. I said that it seemed reasonable that she arrange for my fare to be refunded in full, and provide me with a free ticket to melbourne on the qantas flight the next day...which incidentally was 90 dollars cheaper than the Sunday night flight I had booked.
16. She refused for two reasons...a. The standard line about not having authority and 2. Because she said that she could not offer me a qantas flight for a jetstar passenger issue. Seemed quite curious....?
17. I ultimately had to concede to accept my flight be moved to 8.30 this morning which....After a 45 minute mid air holding pattern delay...meant I arrived at work half a day late. In my work, this costs me 600.


to summate;
* jetstar and qantas both concurred that it was not my error, but agreed that their systems had failed...in essence, the data that should be sent from qantas to jetstar failed to do so.
* aside from sheer time and stress, to others as well as myself, I was out of pocket for airport car parking, extra petrol, can fare back to the airport, and half a days income. Total circa 700.
* it would have seemed expeditious for qantas to accept my original request....they would merely have had to 'lose' a few hundred in revenue for seats that were ultimately not allocated anyway...
* all qantas have done is suggest that I email their customer care section.


views of others....would you be as irate as I was/am by this? It's not a weather event after all....it was one person from a whole plane whose transaction failed in qantas systems...and logic should have allowed me to continue my journey...but instead significant disruption to many has ensued. What compensation...if any...should I reasonably seek?

That's appalling. Definitely complain and demand a full refund and compensation.

You bought your ticket from Qantas, therefore your contract is with Qantas for Qantas to provide you with air transport from HBA to MEL. Whether Qantas choose to provide the service directly or procure the services from a third party carrier, your contract is with Qantas and Qantas is liable for the breach of contract.

 

[MichaelD]

What compensation...if any...should I reasonably seek?

1. Full refund of your fare
2. A credit voucher of $100 - $200
3. An apology

Lessons to be learned:
1. Never book a Jetstar flight via the Qantas website. Failures seem to happen a bit.
2. Unless there is no alternative for time critical flights, never use Jetstar as when things go wrong they can't/won't fix them and *will* treat you badly. Having first hand seen the abuse Jetstar gets from their $29 ticket customers it is not hard to see why the first thing they assume is that you are trying to scam them.
3. If you have no choice but to use Jetstar, book directly on the Jetstar website.
4. Qantas reps seem to have been trained to say "what do you want me to do?" when things go pear shaped and they can't fix them, but this seems to infuriate more than placate. "Qantas: What do you want me do to? Irate Customer: Fix my problem! Qantas: (I can't). Irate Customer: Now I'm even more irate."
5. I'm not sure if this would have been a solution for you, but perhaps you could have just purchased another fare on the flight and then sorted everything out later. That would have got you to where you needed to be. Generally speaking, you get a better response to "I have a problem, and this is how you can fix it for me" than "I have a problem. You need to fix it.".

All-in-all, an appalling experience - I feel your displeasure.

 

[serfty]

Wow! Welcome to AFF

It is sad that such a complaint brings you to this forum; :-|

However all may not be lost - stick around, look around there's a lot of information here that can be useful for a regular traveler.

I have PM'ed the Qantas representative on this forum you plight and hope they can escalate the issue for you.

 

[Limewood]

Today I received a Qantas domestic offer, they have once again wrecked the former viewing page, its now all over the place with boxes, what in the hell is wrong with this management and their IT boffins, why do they not consult customers before any site change, firstly taking ASA's off line was the biggest mistake, then that awful bloated major site update now this, I mean really. Please don't start me on getting a reply from Qantas because in the past i didn't receive one, so now I just don't bother.

Now I'm a loyal Qantas flyer, I like them, I like their people, the service at times has been excellent, had very few complaints over past 40 years, but hey Q to me and others all these site changes are a down grade yet you do not and will not listen to us the flying public, we want logic not (bad) change for the sake of it.

 

[Foibles]

Thank you Serfty for your assistance and direction. I have replied to your PM, and hope that Red Roo will be in contact with me shortly. I am not sure if my PM can make it directly to him/her, but I do imagine that they'd be watching this thread reasonably closely, so would hope that - if mine does not make it to them - that they may contact me.

Thanks also to Isochronous and MichaelD - much appreciated.

Wow! Welcome to AFF

It is sad that such a complaint brings you to this forum; :-|

However all may not be lost - stick around, look around there's a lot of information here that can be useful for a regular traveler.

I have PM'ed the Qantas representative on this forum you plight and hope they can escalate the issue for you.

 

[QPProletarian]

I have emailed '[email protected]' as directed by the FF helpdesk in relation to a claim and also with regards to awful service when trying to get home from a cancelled EK flight from LHR. However, I notice that this email is not widely published or referred to above. It's been over a week without a response or call apart from the immediate auto-responder. Am I supposed to lodge via the web form?