Best avenue for addressing QF complaint

[djfuzz]

Just a quick question that I couldn't find easily after searching.

What's the best avenue for pursuing a complaint regarding flight cancellation / re-booking / lost baggage issue? Not for me, but for a relative (QFF NB) who just came from the US on the dreaded QF 108 / QF 94 and naturally missed the connection because 108 was 10late (and then subsequently had his bags go missing, was held up a whole day in Sydney instead of being placed on the next available flight, and lost his special meal request and couldn't eat much for the whole flight). He doesn't so much want anything (not that he would say no if they offered), but wants to raise the issue with QF as well as noting the special efforts of certain QF staff who assisted him.

Is is best to contact customer care by phone / email sing the details on the website? Alternately, is there another email / web form for QFF that generally results in a decent response? Or is it better to address an email / letter to Alan Joyce so that the 'undersecretary for reading mail' (or whoever) gets it?

Any pointers most appreciated.

 

[Flashback]

Just a quick question that I couldn't find easily after searching.

What's the best avenue for pursuing a complaint regarding flight cancellation / re-booking / lost baggage issue? Not for me, but for a relative (QFF NB) who just came from the US on the dreaded QF 108 / QF 94 and naturally missed the connection because 108 was 10late (and then subsequently had his bags go missing, was held up a whole day in Sydney instead of being placed on the next available flight, and lost his special meal request and couldn't eat much for the whole flight). He doesn't so much want anything (not that he would say no if they offered), but wants to raise the issue with QF as well as noting the special efforts of certain QF staff who assisted him.

Is is best to contact customer care by phone / email sing the details on the website? Alternately, is there another email / web form for QFF that generally results in a decent response? Or is it better to address an email / letter to Alan Joyce so that the 'undersecretary for reading mail' (or whoever) gets it?

Any pointers most appreciated.

Use the feedback form available on the QF website.

 

[Dave Noble]

If I have an issue I phone them and is the method I'd recommend

Dave

 

[straitman]

Use the feedback form available on the QF website.

If I have an issue I phone them and is the method I'd recommend

Dave

I'd do both to ensure a chance that someone will listen.

 

[N860CR]

Recent experiences have shown that the written methods are not getting a result (or even a reply). Perhaps a phone call is the way to go as Dave has suggested.

 

[MrHyde]

Over the past few years I have written to Qantas on a number of occasions. I have always done so through the form on the website and have always received a response. This year I became a Platinum member and now receive phone calls in response.

 

[chrizzz14]

As a silver ff club member, i recently sent Q an email via the website regarding a coughpy flight with AA, booked through Q! After the first email i did not get a response, so i sent a second, with still no response, i was about to make a phone call. BUT earlier this week in the mail i received a nice little gift from Q.
A A$100 voucher for use on qantas services. Very unexpected, but appreciated! Altnough still no explaniation or response from Q, i just accepted the voucher!
I figure being a platinum or even gold makes a huge difference!

 

[JohnK]

I'd do both to ensure a chance that someone will listen.

On the occasions where I have called Qantas regarding a particular issue I have been encouraged to provide feedback via the Qantas website. It would appear that even though sometimes we do not get a direct response to feedback provided they do take written feedback more seriously.