astrokid
Intern
- Joined
- Oct 17, 2011
- Posts
- 70
Hello everyone
Was hoping to get everyone’s opinion on the letter that I just sent Alan Joyce.
I was so upset about what just happened that I wanted Alan himself to let me know what he personally thinks of the way I was treated this morning at the Qantas Melbourne domestic airport.
Your feedback is appreciated. Thank you in advance.
Dear Mr Joyce
First of all, I am sorry to email you with the below. It is with great disappointment that I write to you as a result of what just happened to me at Melbourne airport.
My name is <astrokid: name redacted> and I have been a very loyal customer to Qantas my entire life. Not just a customer, but also an ambassador. I have brought many people on trips with me flying your airline as well as converting many Virgin flyers over to Qantas over the years. Given my profound loyalty, my expectation is that when the tables turn and life circumstances impact my life to a point where Qantas could possibly accommodate me if possible, then I would be appreciative and further encourage me to carry on being the ambassador to Qantas that I have become to be.
I have chosen to email you personally as I would very much like to get your personal opinion on what has happened to me this morning. I would like to know if this is the way you would like the airline that you have worked so hard towards in turning around to address and treat loyal passengers like myself.
I was booked on a Melbourne to Sydney flight at 9am booking reference xx_xx_. I stayed at my friend’s house for the weekend as her partner had to be away, because she has severe epilepsy she cannot be left alone. At approximately 1am this morning she had a seizure that I could not control. I had to call an ambulance and ended up at the hospital all night till about 5am when her mother arrived at hospital after her night shift if work.
I was forced to go straight to the airport with a hope that I would be put on an earlier flight even though I had purchased a red edeal. I thought that perhaps due to compassionate reasons that the airline that I have always been loyal towards could perhaps bend a rule for me and allow me to alleviate the currently congested Melbourne lounge due to the renovations as a result of the confronting situation that I had to deal with overnight.
When I arrived at the airport I approached the service desk to ask if there any spare seats on an earlier flight, relayed my story and was told that I had to pay about $200 to be moved to an earlier flight. It’s actually annoying for a loyal Platinum flyer to hear this because as you may know, Virgin Platinum flyers have this as a scheduled benefit where they are able to fly earlier should they arrive at the airport before their scheduled flight, if there is a spare seat on an earlier flight then they are welcome to it. Even more annoying that I have had many friends and colleagues leave Qantas and move to Virgin as a result of their Platinum benefits being superior to Qantas’. I had no interest in paying a change fee that cost more than my actual flight. This option was given to me by <Staff1: name redacted> at the ticket desk at Melbourne domestic.
I then thought to try my luck at the lounge as I thought they could be more flexible with flight changes especially during busy lounge periods. Especially when Melbourne is experiencing renovations at the moment to the point on not allowing certain member guests in to the qantas club. I dealt with Fiona at the Business Lounge. <Staff1: name redacted> has already placed remarks on my booking so of course, <Staff2: name redacted> was not going to do anything for me after <Staff1: name redacted> displayed no compassion or leniency towards my situation.
I proceeded to check In at the counter, where I was served by <Staff3: name redacted> . I am not always served with a smile or by Qantas staff that are happy to be doing the work that they are employed to do but in this instance, <Staff3: name redacted> greeted me with a huge smile and even asked noticed how exhausted I looked. I proceeded to tell her why and told her about my night. <Staff3: name redacted> decided to change me to an earlier flight, the 6.15am as per the attached boarding pass. Not only was she accomodating, polite and professional. She also clearly acknowledged my continue loyalty as a Platinum flyer and my unexpected personal circumstances of what happened with my friend that I was caring for overnight. For the record, I know her name as I got her to write it down for me so that I could give Qantas positive feedback on her level of customer service.
I proceeded to the lounge feeling valued and appreciated by Qantas.
10 minutes later, the Business Lounge lounge supervisor made an announcement over the PA for me to go to the service desk. He had been instructed by <Staff5: name redacted> that my boarding pass be taken away from me unless I were to pay the change fee. Alan, this has become the most embaraaaig and awkward situation that I have ever experienced on any level of customer service. I was so upset and aggravated that I actually asked <Staff4: name redacted> to tell Paul Thomas that if this boarding pass is taken away from me after being given to me due to compassionate reasons that he would be seriously compromising my future as well as all of my current reservations with Qantas. <Staff5: name redacted> did not care. He proceeded to instruct that my check in bag be removed from the 6.15am and he had my boarding pass cancelled.
Today Qantas has made me feel very little. Today Qantas made me feel very sad. I do not feel valued and feel very embarrassed that I had to make a 2nd phone call to my driver In Sydney to let him know that even though Qantas granted me an earlier flight, it was taken back from me.
To think that this has happened to me of all people. After all that I have done for Qantas as an ambassador for you guys breaks my heart. This is why I have emailed you personally. I would like to hear from you and find out what your peraonal take is on this situation and what you think could be done to overcome my disappointment and broken heart that I currently have right now. I say broken heart because Qantas to me is like family.
My entire life I have flown with Qantas. I am almost at 20000 status credits and should I carry on flying with Qantas with current reservations, I will become Platinum 1 yet again at the beginning of June. So as you can imagine, for me to experience this level of service is unfathomable to me. I sincerely to hope to hear from you as I seriously cannot believe that I am even having to write to you about such a humiliating experience with your company.
Best regards
<astrokid: name redacted>
Was hoping to get everyone’s opinion on the letter that I just sent Alan Joyce.
I was so upset about what just happened that I wanted Alan himself to let me know what he personally thinks of the way I was treated this morning at the Qantas Melbourne domestic airport.
Your feedback is appreciated. Thank you in advance.
Dear Mr Joyce
First of all, I am sorry to email you with the below. It is with great disappointment that I write to you as a result of what just happened to me at Melbourne airport.
My name is <astrokid: name redacted> and I have been a very loyal customer to Qantas my entire life. Not just a customer, but also an ambassador. I have brought many people on trips with me flying your airline as well as converting many Virgin flyers over to Qantas over the years. Given my profound loyalty, my expectation is that when the tables turn and life circumstances impact my life to a point where Qantas could possibly accommodate me if possible, then I would be appreciative and further encourage me to carry on being the ambassador to Qantas that I have become to be.
I have chosen to email you personally as I would very much like to get your personal opinion on what has happened to me this morning. I would like to know if this is the way you would like the airline that you have worked so hard towards in turning around to address and treat loyal passengers like myself.
I was booked on a Melbourne to Sydney flight at 9am booking reference xx_xx_. I stayed at my friend’s house for the weekend as her partner had to be away, because she has severe epilepsy she cannot be left alone. At approximately 1am this morning she had a seizure that I could not control. I had to call an ambulance and ended up at the hospital all night till about 5am when her mother arrived at hospital after her night shift if work.
I was forced to go straight to the airport with a hope that I would be put on an earlier flight even though I had purchased a red edeal. I thought that perhaps due to compassionate reasons that the airline that I have always been loyal towards could perhaps bend a rule for me and allow me to alleviate the currently congested Melbourne lounge due to the renovations as a result of the confronting situation that I had to deal with overnight.
When I arrived at the airport I approached the service desk to ask if there any spare seats on an earlier flight, relayed my story and was told that I had to pay about $200 to be moved to an earlier flight. It’s actually annoying for a loyal Platinum flyer to hear this because as you may know, Virgin Platinum flyers have this as a scheduled benefit where they are able to fly earlier should they arrive at the airport before their scheduled flight, if there is a spare seat on an earlier flight then they are welcome to it. Even more annoying that I have had many friends and colleagues leave Qantas and move to Virgin as a result of their Platinum benefits being superior to Qantas’. I had no interest in paying a change fee that cost more than my actual flight. This option was given to me by <Staff1: name redacted> at the ticket desk at Melbourne domestic.
I then thought to try my luck at the lounge as I thought they could be more flexible with flight changes especially during busy lounge periods. Especially when Melbourne is experiencing renovations at the moment to the point on not allowing certain member guests in to the qantas club. I dealt with Fiona at the Business Lounge. <Staff1: name redacted> has already placed remarks on my booking so of course, <Staff2: name redacted> was not going to do anything for me after <Staff1: name redacted> displayed no compassion or leniency towards my situation.
I proceeded to check In at the counter, where I was served by <Staff3: name redacted> . I am not always served with a smile or by Qantas staff that are happy to be doing the work that they are employed to do but in this instance, <Staff3: name redacted> greeted me with a huge smile and even asked noticed how exhausted I looked. I proceeded to tell her why and told her about my night. <Staff3: name redacted> decided to change me to an earlier flight, the 6.15am as per the attached boarding pass. Not only was she accomodating, polite and professional. She also clearly acknowledged my continue loyalty as a Platinum flyer and my unexpected personal circumstances of what happened with my friend that I was caring for overnight. For the record, I know her name as I got her to write it down for me so that I could give Qantas positive feedback on her level of customer service.
I proceeded to the lounge feeling valued and appreciated by Qantas.
10 minutes later, the Business Lounge lounge supervisor made an announcement over the PA for me to go to the service desk. He had been instructed by <Staff5: name redacted> that my boarding pass be taken away from me unless I were to pay the change fee. Alan, this has become the most embaraaaig and awkward situation that I have ever experienced on any level of customer service. I was so upset and aggravated that I actually asked <Staff4: name redacted> to tell Paul Thomas that if this boarding pass is taken away from me after being given to me due to compassionate reasons that he would be seriously compromising my future as well as all of my current reservations with Qantas. <Staff5: name redacted> did not care. He proceeded to instruct that my check in bag be removed from the 6.15am and he had my boarding pass cancelled.
Today Qantas has made me feel very little. Today Qantas made me feel very sad. I do not feel valued and feel very embarrassed that I had to make a 2nd phone call to my driver In Sydney to let him know that even though Qantas granted me an earlier flight, it was taken back from me.
To think that this has happened to me of all people. After all that I have done for Qantas as an ambassador for you guys breaks my heart. This is why I have emailed you personally. I would like to hear from you and find out what your peraonal take is on this situation and what you think could be done to overcome my disappointment and broken heart that I currently have right now. I say broken heart because Qantas to me is like family.
My entire life I have flown with Qantas. I am almost at 20000 status credits and should I carry on flying with Qantas with current reservations, I will become Platinum 1 yet again at the beginning of June. So as you can imagine, for me to experience this level of service is unfathomable to me. I sincerely to hope to hear from you as I seriously cannot believe that I am even having to write to you about such a humiliating experience with your company.
Best regards
<astrokid: name redacted>
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