penegal
Senior Member
- Joined
- May 17, 2009
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Earlier this year I felt that I had cause to raise my second ever QANTAS complaint.
Quite a few things about this experience were below par. I didn't get a chauffeur drive service which put me several hundred dollars out of pocket, but what really irritated me was the service in first class. The crew were visibly fatigued and the service was rather like "economy class". If I wanted economy service I would have booked an economy ticket!
To be fair, I really appreciate that QANTAS could get me a ticket at short notice, and QANTAS got me to my destination on time and in a flat bed. But the service and customer experience was rubbish. If you book a first class ticket I don't think that it is unreasonable to expect a first class experience.
Anyhow, the response from customer care is a complete cop-out. "Sorry it was bad, please keep flying us".
I understand that things like MASAs had to go, but is QANTAS also discontinuing customer service?
Why should I keep flying you?
Quite a few things about this experience were below par. I didn't get a chauffeur drive service which put me several hundred dollars out of pocket, but what really irritated me was the service in first class. The crew were visibly fatigued and the service was rather like "economy class". If I wanted economy service I would have booked an economy ticket!
To be fair, I really appreciate that QANTAS could get me a ticket at short notice, and QANTAS got me to my destination on time and in a flat bed. But the service and customer experience was rubbish. If you book a first class ticket I don't think that it is unreasonable to expect a first class experience.
Anyhow, the response from customer care is a complete cop-out. "Sorry it was bad, please keep flying us".
I understand that things like MASAs had to go, but is QANTAS also discontinuing customer service?
Why should I keep flying you?
Dear penegal
Thank you for contacting us with regard to your travel from Dubai earlier this year.
Please accept my sincere apologies for that you had cause to write and were disappointed in several aspects of your journey.
...
The standard of service you describe having received in First is disappointing and has been relayed to our cabin crew management.
We invest a great deal of time and resources training and mentoring our Customer Service Managers and First Flight Attendants to provide exceptional service which we aim to be the best in the aviation industry. Of course we rely on feedback like yours to achieve this and we are grateful to you for taking the time to write.
...
penegal, comments from our loyal members like yourself are important and taken very seriously. Please be assured we are listening as we are committed to creating the world’s best flying experience.
Thanks for taking the time to contact us. I hope we’ll see you again soon.
Yours sincerely
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[Name Name]
Customer Care Executive
Qantas Airways Limited
C Wing 10 Bourke Road
Mascot NSW 2020