How to Complain to Qantas

[Ozvirginuk]

Hi All,

After my recent trip to the USA with Qantas, I want to lodge a complaint with them. Is the only way to do that using the "Customer Care" section on their website, and then the "email" function?

The reason I ask is that on their website, if you're emailing regarding your experience with Qantas they ask you to select a sub category ie inflight, baggage, check in etc. My complaint covers every aspect of the trip. Should I just select inflight, and wait for a response?

Or is there a specific email address I can use from my own mailbox?

Thanks
Ozvirginuk

 

[Australian]

Hi,

not sure, but sending a letter is obviously not the way to go

[for the record, the OP later stated that they did, in fact, make a mistake with the address! see the thread for more info, cheerz]

 

[Ozvirginuk]

Nice one Australia. I think I'll stick to email then, as post is clearly not how QF want to receive notification severely pi$$ed off customers....

Cheers
Oz

 

[blueflamenco]

I would post a letter. I did so with a complaint a couple of years ago and received a reply and compensation.

I believe this is the address

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

 

[Boris spatsky]

I have always sent an email using the website and had suitable responses (normally a phone call).

Snail mail is so outdated!

 

[markjb]

call them I always do...... If your gold or platinum they put you through to premium desk and they are always helpful!

 

[markis10]

I dont think you get the premium desk as a Gold member, I never did in three years, and you do notice the difference!

 

[jamesatfish]

I'd just use the email form on the website - choose the Inflight subject category then just elaborate in your message. Be sure to list your flight number(s) and FF number if appropriate.

Every time I've used that form (for positive and negative feedback) I have received a follow-up telephone call sometime in the next fortnight - usually quicker for negative or 'please sort this out' type requests.

 

[serfty]

I dont think you get the premium desk as a Gold member, I never did in three years, and you do notice the difference!

This was my experience, however at least the phone is answered reasonably promptly.

 

[Ozvirginuk]

I'd just use the email form on the website - choose the Inflight subject category then just elaborate in your message. Be sure to list your flight number(s) and FF number if appropriate.

Every time I've used that form (for positive and negative feedback) I have received a follow-up telephone call sometime in the next fortnight - usually quicker for negative or 'please sort this out' type requests.

Thanks jamesatfish. I ended up using the website form to send my essay length complaint. I was actually surprised that the form wasn't character limited. (just as well).

Let's see what QF come back with. I am pleased to see other posters have had positive interactions with the QF Customer Care team. I hope my experience ends up being a positive one too.

Cheers
Ozvirginuk

 

[oz_mark]

I dont think you get the premium desk as a Gold member, I never did in three years, and you do notice the difference!

Since dropping from Platinum to Gold I have never heard the phrase 'premium desk', so I don't think Gold members get there (or at least they don't use the phrase when speaking to gold members!). See, there still are some perks that platinums get that us mere golds don't

 

[oz_mark]

Thanks jamesatfish. I ended up using the website form to send my essay length complaint. I was actually surprised that the form wasn't character limited. (just as well).

Let's see what QF come back with. I am pleased to see other posters have had positive interactions with the QF Customer Care team. I hope my experience ends up being a positive one too.

It should be ok - I have used the form when the subject matter crosses a few areas that were not really covered by the drop down options, and it seems to have been dealt with ok.

 

[markis10]

The short answer to the thread question is of course to fly virgin.

 

[Ozvirginuk]

The short answer to the thread question is of course to fly virgin.

markis10 this is something I'm seriously considering actually. I will achieve WP status next weekend, and was looking forward to a couple of years (at least) as a top tier QFF, but my last flight experience (JFK-LAX-SYD in J) was simply abysmal, and then followed by a seemingly ridiculous issue when making my next booking (Europe in J). All in all I'm not a happy camper, but I wanted to give them the feedback and see what they do with it.

I shall update the thread once I receive a response.

Cheers
Ozvirginuk

 

[markis10]

markis10 this is something I'm seriously considering actually.

I suspect there are quite a few of us looking to at least spread the spend a bit more!

 

[TheInsider]

Surprised no one has asked yet... What has happened?

 

[JetLagged]

I dont think you get the premium desk as a Gold member, I never did in three years, and you do notice the difference!

Unless it is going to be yet another form of the down-grading of elite flyers; at last useage, no, premium desk was still only for us increasingly disadvantaged Platimum flyers.

 

[markis10]

Unless it is going to be yet another form of the down-grading of elite flyers; at last useage, no, premium desk was still only for us increasingly disadvantaged Platimum flyers.

I wonder how they would sell that benefit:

Priority Phone Desk - Talk to the people who know what they are talking about?

 

[JetLagged]

my last flight experience (JFK-LAX-SYD in J) was simply abysmal, and then followed by a seemingly ridiculous issue when making my next booking (Europe in J). All in all I'm not a happy camper, but I wanted to give them the feedback and see what they do with it.

Ozvirgin - simply can't imagine what ever went wrong on your trips - I know people have isolated bad experiences - but having flown QF SYD-LHR in either J or F 3-4 times a year for the past few years and never have had any bad flights (and other trips to Asia and US inbetween those as well), wondering what went wrong.

PS - a nick like OZvirgin complaining about QF has unfortunate connotations. lol

 

[Ozvirginuk]

my last flight experience (JFK-LAX-SYD in J) was simply abysmal, and then followed by a seemingly ridiculous issue when making my next booking (Europe in J). All in all I'm not a happy camper, but I wanted to give them the feedback and see what they do with it.

Ozvirgin - simply can't imagine what ever went wrong on your trips - I know people have isolated bad experiences - but having flown QF SYD-LHR in either J or F 3-4 times a year for the past few years and never have had any bad flights (and other trips to Asia and US inbetween those as well), wondering what went wrong.

PS - a nick like OZvirgin complaining about QF has unfortunate connotations. lol

HI Jetlagged,

Firstly my nick was created many many years ago when I worked for Virgin Atlantic in the UK. I was and still am a very big fan of VS, but since moving back to Australia I have developed a real loyalty to QF.

The trip - well, all I can say really is that everything from rude check-in, to the substandard lounges (in the US), to the state of the aircraft cabin, to the attitude and blatent rudeness of the cabin crew, to the forgetting both mine and my partners meals (both meal services and then offering absolutely no apologies on either occassion.... ).. absolutley hands down the WORST flying experience I have EVER had.

I love to fly and I'm a pretty easy going passenger. But this trip really got to me. When you pay thousands of dollars to fly in J class, on a self promoting "premium" airline, then I think it's reasonable to expect a certain level of service, every aspect of this service was non-existent. I have already booked my next trip on QF to LHR in J and have been further frustrated due to some issues booking it, so I'm really hoping that QF can do something to restore my faith.

Ozvirginuk