How long are you waiting for a response from Qantas Customer Care?

[Guvner]

I've received this email 5 times in the past 2 weeks.
The origin is qantasbusinessrewards_noreply@qantasloyalty.com

The links do not work. They've never worked.

There is no phone number nor email address to contact anywhere on the emails.

I've sent emails explaining the problem to random addresses in the hope someone will receive it
i.e.
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
etc.

No responses, not even an automated "This email address is invalid".

I should bill them for my time performing UAT. Clearly nobody else is doing any testing.

 

[Supersonic Swinger]

I emailed Customer Care in early January about missing points credits for 2 BA flights in December. The points were credited a week later, however at the end of March I received two emails from Qantas advising me that my claims were unsuccessful because the points had already been credited...

 

[Revenge]

Qantas Gold member. Submitted a query via the feedback form on 11 February, still yet to receive a response more than 2 months later. I'm disappointed because in the past I've usually had responses within a couple of days.

 

[pn1]

When you say response, do you mean a copy and paste job that fobs off your concern and generally doesn't actually address your issue? Or do you mean a meaningful response that directly acknowledges the specific concern raised and provides a decent resolution?

If you're asking about the latter, then I would say the answer is never. I've been waiting years for that to happen. Canned responses with blaming someone else then usually within a few months (after following up).

Responses in "standard sentences" that don't address your questions are not helptful.

 

[Anna]

OTOH, I sometimes send in compliments on the customer care form and I tick 'don't contact me' and yet they still ring me to thank me for the feedback

 

[Danger]

I sent a detailed and long letter with numerous customer service issues (among other issues, charged in AUD for an award flight originating the US; award flight not ticketed which resulted in a significant increase in taxes when I phoned to find out what was happening). I received the automated response with a reference. After 17 weeks of no contact, I phoned, only to have a frontline phone agent look at the case for the first time and run through the issues, then and there, rather than assisting customers with, gee, I dunno, booking flights. The complaint did not get the response it warranted.

On the other hand, a compliment I sent through the same channel received a response within 24 hours.

 

[DC3]

Responses in "standard sentences" that don't address your questions are not helptful.

And questions that don’t conform to the standard response sentences are not helpful.

Please adjust the questions accordingly.

 

[Anna]

I told the lounge entry staff at the QF dom J lounge in MEL yesterday at noon that the food that was on offer was not enough for lunch so I was leaving to buy something to eat, and the nicer one pressed a customer care business card into my hand and begged me to send in feedback saying 'we know but they won't listen to us, they only listen to the feedback sent in to customer care'

 

[renatts]

5th Jan via customer feedback form. Still no response
20th Feb via customer feedback form. Still no response

Bronze

 

[Dvg]

Gold member. Wanted to change the date of an international flight, went through the process online a number of times, each time at the final stage received the generic error message “ problem please call us blah blah blah”. The website allowed the date change fare difference etc, just crashed at the end. Contacted customer care still no response 4 weeks later, so obviously I had to take the original booking. I did however within 10 days receive a customer survey, you can imagine the reply, polite as it was but rather pointed.

 

[DC3]

Not happy, Stephanie.

 

[pippen_2k]

I submitted my Qantas customer care inquiry for damaged baggage on 1 May and got a response today 15 July. This is for info if anyone expects a swift reply.

 

[Hvr]

I submitted my Qantas customer care inquiry for damaged baggage on 1 May and got a response today 15 July.

So, do they think you have a case?

 

[NM]

So, do they think you have a case?

I think its in the bag

 

[pippen_2k]

So, do they think you have a case?

I was rejected. They accept no liability for damaging my brand new suitcase

 

[NM]

I was rejected. They accept no liability for damaging my brand new suitcase

Tell them its no longer brand new since they took 2.5 months to respond!

So are they claiming it was already damaged when handed to them? Or that it was delivered in good condition and damaged after you collected it after the flight? It would be interesting to know how they concluded they have no liability.

 

[Hvr]

I was rejected. They accept no liability for damaging my brand new suitcase

So now you have emotional baggage after your case was damaged?
Ask a lawyer if it's worth filing a suit.

 

[pippen_2k]

I got this response:
Airlines do not accept liability for damage to baggage such as scratches, scuffs, dents and cuts, locks, handles and wheels damage, and damage that arises from normal wear and tear. Therefore, I am unable to offer you any financial settlement in this matter.

 

[Scr77]

How’s about a photo so we can run a pole on ”fair wear and tear”?

 

[Dr4manyspecies]

I was rejected. They accept no liability for damaging my brand new suitcase

They rejected my claim for damaging a brand new $500 hard guitar case... thankfully my son had actually wrapped the vintage guitar in the case.

Post automatically merged: Nov 19, 2022

Booked a flight today and after noting a discrepancy had to call CC... surprisingly it only took ~20mins queue to get a CSA but then after nearly 3 hours and being transferred back and forth between different 'teams', still didn't get an answer. Supposedly I'll get an email response in '7 biz days' which doesn't help much being that I leave OS in 4... gahhh!