Login Now to remove this and all advertisements (GOLD and SILVER members)
Not a member? Register Now for free

Customer Care are you there ?

Status
Not open for further replies.

farawaymum

Junior Member
Joined
Apr 22, 2010
Messages
45
Does anyone actually work these phone lines any more?? Over the past few days I have tried to speak to SOMEONE , the wait times to get through are very long and no one can "help" without putting me on hold for up to 15 minutes and still no resolution.I need to send an email with attachments to make a claim for reimbursement (long story) which would seem simple but is impossible.

In desperation today I rang the platinum FF line and even they could not get through to customer care, nor could they direct me to an appropriate email address. The solution offered was to send the email and attachments to the frequent flyer email address and they would pass it on.This seems to be a lot of double handling not to mention all my personal and private information passing through multiple irrelevant people.

Feels to me like the whole set up is about being as customer unfriendly as possible, and based on forcing the customer to spend a vast amount of time on hold to get even the simplest bit of information.

Sad to see my favourite airline losing the plot so badly.:(
 
Trying to access your favourite Australian websites when overseas only to discover they have been geo-blocked? Concerned about your internet privacy especially when using unsecured wifi? NordVPN will solve both these common problems.

Recommended by the Australian Frequent Flyer

Hvr

Enthusiast
Joined
Jun 27, 2007
Messages
10,386
Qantas
Platinum
What email address are you sending it to? I've previously sent emails to Qantas with attachments without issue.

Use this email frequent_flyer@qantas.com.au and it will be routed to the correct area.
 

mannej

Senior Member
Joined
Mar 16, 2009
Messages
9,831
You also have the option of contacting the QF Rep on here, who may be able to help.
 

bobe

Active Member
Joined
Jan 14, 2010
Messages
657
Absolute waist of time C/C, waiting weeks now for a contact , said two weeks , even went on Facebook , got a contact who Sid they will look into it for me NOTHING.
 

Red Roo

Established Member
Joined
Oct 8, 2010
Messages
1,746
Does anyone actually work these phone lines any more?? Over the past few days I have tried to speak to SOMEONE , the wait times to get through are very long and no one can "help" without putting me on hold for up to 15 minutes and still no resolution.I need to send an email with attachments to make a claim for reimbursement (long story) which would seem simple but is impossible.

In desperation today I rang the platinum FF line and even they could not get through to customer care, nor could they direct me to an appropriate email address. The solution offered was to send the email and attachments to the frequent flyer email address and they would pass it on.This seems to be a lot of double handling not to mention all my personal and private information passing through multiple irrelevant people.

Feels to me like the whole set up is about being as customer unfriendly as possible, and based on forcing the customer to spend a vast amount of time on hold to get even the simplest bit of information.

Sad to see my favourite airline losing the plot so badly.:(
I'm sorry to hear of the difficulty you've experienced in reaching us today.

As Hvr suggested, you can email our Frequent Flyer team directly on frequent_flyer@qantas.com.au.

Alternatively, I'd be happy to follow up for you via private message.
 

Red Roo

Established Member
Joined
Oct 8, 2010
Messages
1,746
Absolute waist of time C/C, waiting weeks now for a contact , said two weeks , even went on Facebook , got a contact who Sid they will look into it for me NOTHING.
I'd appreciate and opportunity to follow up with you. Please send a private message with your name and/or Frequent Flyer number as reference.
 

Yoz

Member
Joined
Mar 7, 2013
Messages
175
I've been having the same issues Red Roo.

2/9 - Sent Email.
2/9 - Automated Response.
Nothing
9/9 - Called Qantas - Was told I'd hear back via Phone/Email.
Nothing
17/9 - Called Qantas - Was told they had contacted me?

I've got voicemails on and haven't received any voicemails. Nor does my inbox show anything from Qantas customer care.
 

Flying Fox

Established Member
Joined
Jul 13, 2006
Messages
2,825
Flights
My Map
I'm another +1 to this event.

04/09 - Sent an email
04/09 - Received automated response
15/09 - Called QFF line and was transferred (very professionally) to customer care. Was on hold for 20mins+ and gave up.
18/09 - Called QFF line again and was told by Nokoli that customer care has problems with receiving emails. He would resend my email with a priority for a response.

Will see what happens from here.
 

Danger

Senior Member
Joined
Jun 19, 2006
Messages
6,514
And me.

i first sent an email to the above FF email address in early August. A month later no response so I forwarded the same email again. More than two weeks on and still nothing.
 

N860CR

Established Member
Joined
Nov 30, 2004
Messages
3,651
Flights
My Map
Similar experiences here recently. Had a pretty major issue that was sent to customer care... Chased many many times before getting a response that didn't address the query. Contacted RedRoo who said they were disappointed with customer cares inadequate response and would follow up. Another response was received from customer care having a stab about questioning their ability and stating in no uncertain terms to get lost!

Easy solution - 2 high status customers who don't fly Qantas anymore.

It's a shame how things have gone :(
 

Flying Fox

Established Member
Joined
Jul 13, 2006
Messages
2,825
Flights
My Map
Update

Just got off the phone from Jessica who spoke to me about my recent QF problem(s) and resolved the issue to my satisfaction.

Good recovery QF.

I hope others get a similar outcome.
 

dgwally

Junior Member
Joined
May 24, 2010
Messages
27
ahhhhhh I see Im not the only one who has an issue with Qantas "Customer Care"

I Complete the webform on 24th August and within minutes received the ONLY reply to my concern! It was the automated reply to tell me Qantas are always happy to hear from customers! They obviously just choose to ignore customers. (Yes I did request a reply from Qantas CC)

Last year I sent feedback to Customer Care to recognise an amazing crew on a Flight from PER-SYD, I received a phone call and email within a day. The crew deserved the recognition!

I raise concerns about baggage and get nothing! No phone call, no email (excludes Auto Email) ... an extremely poor customer experience. Qantas like to acknowledge the good and ignore the bad. (not a great business model!)


I choose to fly Qantas, I actually fly out of my way to fly Qantas.... Im one of those stupidly loyal customers... yet they treat me, and other customers with such disrespect!
 

dgwally

Junior Member
Joined
May 24, 2010
Messages
27
Its one month today since my feedback was provided to Qantas, still no reply!

Am I asking toooooo much to expect a reply within a month? Has anyone had a good experience with Qantas Customer Care?
 

Mr_Orange

Established Member
Joined
Jun 17, 2013
Messages
4,604
Flights
My Map
Its one month today since my feedback was provided to Qantas, still no reply!

Am I asking toooooo much to expect a reply within a month? Has anyone had a good experience with Qantas Customer Care?
From memory, my only positive outcomes have been when Red Roo has intervened. I'm very grateful for their interventions but I can't help but think that it should not be necessary!
 

dgwally

Junior Member
Joined
May 24, 2010
Messages
27
Thanks Mr Orange, Red Roo must be busy person.... and can I say she/he/they do a fantastic job on AFF...

Its really sad to think that it takes an 'intervention' on a forum for a company to listen to a customer! Even if they don't want to listen to me... atleast respond to my concern and shut me up.

My travel over the next 12 months will increase dramatically.... its really sad to think that my cash/flights could soon be going to another carrier based outside Australia!
 

alto25

Intern
Joined
Aug 18, 2007
Messages
68
Flights
My Map
Sadly I have had similar very disappointing CC experiences to other posters. Last time after an email and phone call with no response I just gave up.

Haven't set foot on a QF flight now for 18 mths, after being a WP with 50+ QF flights that year. Now SG and will drop to PS next year. Still not sure on which program(s) to prioritize so I'm spreading it around right now.

cheers,
 

Danger

Senior Member
Joined
Jun 19, 2006
Messages
6,514
Finally!

After first sending an email in early August, then again in early September and again at the start of this month (and receiving automated acknowledgements each time), I finally got a reply this morning.
 
Status
Not open for further replies.

Community Statistics

Threads
86,433
Messages
2,089,685
Members
53,791
Latest member
capnbigwig
Top