How to communicate with QF?

[GaryBne]

Right now I’m in MNL, and have had three SMS messages stating that QF20 taking me home is delayed and I should call 1300 655234 - a number I cant dial from outside Australia(?!)

Of course logically they know I am in MNL, and so can’t call that number ( I tried +61 1300 655234 and +61 300 655234 – neither worked , but then again given the state of the local telephone networks who knows?)

I’ve been dialling the local QF office – for 4 hours now but can only get to their message bank which doesn’t allow indefinite hold and dumps the call after 40 seconds. Clearly they are overloaded and can’t handle the volume of calls. I suspect it’s an office of maybe 1 pax. ( in the past I only ever get Ms Bam)

I look up the Qantas numbers for Australia - 13 13 13 etc and again cant dial these form overseas.

I have 3 phones, 2 computers and a basket of carrier pigeons but still can’t communicate with QF … ( Ok I exaggerated about the birds)

SO - for my first post Help! Best suggestion and I’ll grant you my duty free allowance!

Cheers!

PS suggestion for QF – put more information in the SMS - stating a flight is delayed is not sufficient - for how long? Why? and give us a phone number we can actually call from wherever we are . OR - allow an SMS response – e.g. reply “Y” if you acknowledge the delay and will check in by xx_ time. – other businesses already have such options.

 

[jas]

Back of my QFF card says "Worldwide: +61 (3) 9658 5302" along with the 131131 number for Australia.

Hope that helps!

 

[GaryBne]

thanks jas - taht number wasnt to be found on the web site.

A 4th SMS did state the flight was delayed 2 hours. and to contact the incontactable again. I did get on to Ms Bam, confirmed she was the one and only person taking calls.

I was told that even though the flight was delayed checking was not extended beyond 10 pm - so I jogged in the trafic and rain for a klm ... All good stories to retell at a later date

credit to local management : they had a notice ready explaining the delay etc - adn even a "help " form so pax could ask for tailored assistance - eg please call Aunty May and tell her to pick me up at ......"

In the lounge now. As ever teh ice is melted, teir is jiuce but no glasses and power points are loose on the wal and woudl fail OH&S anywhere .... I guess im tired and grumpy now? LOL

 

[GaryBne]

The saga continues ...

Clearly I am stuck in a lounge and bored:::

10 minutes ago I get a notice on BlackBerry Travel that the flight is further delayed - from a midnight departure until 1:30 am. I ask the Lounge receptionist who explains clearly the arrival time, turnaround procedure and how they will in fact depart in time.

3 minutes late the airport manager arrives and makes an announcement that the flight is delayed until 1:30 am - The reason? The same local flooding and rain / traffic jam has delayed the Crews arrival. Hmm - even I predicted excessive traffic and that I needed to leave the hotel early, so did all the hotel concierge and transport staff. But apparently not QF.

Those with more experience in Manila and will just say ' the usual amateur hour" ... but somewhere in all the is the QF professionalism that needs to break through the local nonsense.

PS _ I pointed out teh earlier communication issues to the Station Manager ... we'll see

 

[thewinchester]

Regrettably, it's unlikely much will happen from your discussion with the Port Manager. My strong advice to you is to calmly, clearly and articulately document your concerns (unsafe lounge facilities, poor communication to overseas pax, and poor crew planning) and put these in a letter to Qantas HQ.

From my personal experience over many years, I have zero faith in the response and actions taken by QFF or the QP Service Centres, so have when issues have arose I have taken to putting the concerns clearly in the post (old fashioned I know, but it still works wonders).

Written correspondence is best sent to:

Customer Care
Qantas Airways Limited
Level 5 - Building A
203 Coward Street
Mascot NSW 2020

However, if you feel that a more senior response is needed - then CEO Allan Joyce has an executive level team who handle his correspondence from aggrieved customers.

To send your correspondence this way and get it under this team's nose, use this address:

Attn: Allan Joyce, CEO
Qantas Airways Limited
Qantas Centre
203 Coward Street
Mascot NSW 2020

Further, if sending the way of Joyce's team, then I find it's good practice to send them a follow-up letter six months after they reply. This acts as a good reminder that you are still concerned enough about the issues, and you'd like to make sure the issues in question had been followed up and resolved where appropriate.

 

[Vinny]

Good luck getting anything meaningful from them. Promises will be made and ignored.

Try telling them you are a QF shareholder. It may wake a few of them up.

 

[milehighclub]

Unfortunately when there are traffic issues, even if they are known, crew cannot be contacted earlier. Crew cannot be contacted by phone during their rest. They can only leave a silent message or a note under the door asking us to call.

As some crew will sleep before call, if they were to bring it forward (which they would never do) it would never work because a note under the door or a flashing message light won't wake you up.

I once had a 5 hour bus ride in London (and think it was even mentioned on here in a post) because of an accident causing chaos for all airlines that night. Of course this was unknown when we left.

 

[whughes3]

Yes, the lounge at MNL T1 is pretty ordinary, but it is a third party lounge run by the airport and shared with a few other airlines; Qantas have very limited input into its running. Just be thankful that you weren't one of the vast majority of pax who didn't have lounge access!