Good experience with QF and VA today

[tuapekastar]

It's nice, given the current thread about favouring different airlines, to be able to report my satisfaction with both QF and VA today (rather than be seen to be a fanboi of one over the other).

QF: Cancelled a JASA (SYD-JNB-SYD). The pleasant and knowledgeable agent (Cherie, or Sherie) needed no prompting to know it was fully refundable and that I would be wanting all the points and all the dollars back (rather than the points converted, at an appalling rate, to $$$). Must have taken all of about 1.5 minutes to sort that one (subject, of course, to the points and $$$s turning up).

VA: Made an economy booking (MEL-PER-MEL, up to the second last page), then rang to have them check comp plat upgrade availability. The equally pleasant and knowledgeable Santina knew exactly what I was doing, and why, and once she confirmed availability, I completed the booking, and she processed the upgrades. Simples. Took a little longer than the QF call, but was achieved without fuss.

Both calls answered quickly (though VA has so bloody many IVR menu levels).

I wish all dealings with large companies' service desks were that pleasant and simple.

 

[froggerADL]

I wish all dealings with large companies' service desks were that pleasant and simple.

The one thing in common is that you were talking to staff based in Australia with both companies. I expect your status had a lot to do with the short wait times.

 

[tuapekastar]

The one thing in common is that you were talking to staff based in Australia with both companies. I expect your status had a lot to do with the short wait times.

Definitely correct on point 1, and almost certainly correct on point 2 (I was not unaware of this, but still enjoyed the professional service).

 

[TonyHancock]

I have to say my experiences on the phone with both QF and VA over the last month have pretty much been the same.

Could not agree more on the IVR menu levels with VA.

A little off topic but I had good experiences with IHG and Citibank too when transferring points. I thought I'd never be able to say that....and in both cases points appeared withing 48 hours.

 

[Awesom Andy]

I doubt it's really a good experience, cancelling a JASA and then booking a Y flight...

 

[kevrosmith]

I doubt it's really a good experience, cancelling a JASA and then booking a Y flight...

Probably more the point that we so often have to put up with poor service when simple things do go so smoothly, we notice it and describe it as a good experience.

I too agree with the IVR menu levels, AND the waste of time having to listen to some of the comments before I get through. I've rung the Velocity number, but then have to press 1 to get to Velocity . Then I have to press 1 to tell them I'm a member, then I put my membership number in and then it tells me to have my card ready to tell them my membership number... what the??? Just put me through would you! And then I finally get an option to divert me to the Platinum desk (took me a few calls and few transfers to work out which option to go with... it's 4, btw). Each time I've called lately (and luckily haven't had to call during the Sabre upgrade), I've provided them my feedback on the complexity and frustrations of the IVR.

QF, on the other hand is great. Call, enter member number, select Domestic, and I'm through to the Platinum desk. VA didn't used to be so complicated until the last two (??) months.

 

[Awesom Andy]

Probably more the point that we so often have to put up with poor service when simple things do go so smoothly, we notice it and describe it as a good experience.

Which is why I had my smilie.

I definitely agree on your point on the complex IVR though. Thankfully, when I call the SIN local number, it diverts straight to an Australian-based centre. It doesn't even ask for my QFF number, and I suppose does not differentiate between status - the call will get picked up within a few minutes even if you are NB.

SQ took the opposite approach. I called the Krisflyer line recently. I had to choose my language, go through a couple of levels on what I wanted to do, enter my KF number, and then also the password. However, they use the information well. After the brief intro and confirming that I'm the actual person, the phone call went like:

Me: I'm calling to ask about my waitlisted flight...
Operator: It's the SIN-SFO flight, is it?

I didn't have to give them my KF number again, or the PRN, or any additional information at all. They simply had the information on hand.

And now, don't get me started on the CX e-services centre...