How to Complain to Qantas

Discussion in 'Qantas Frequent Flyer Program' started by Ozvirginuk, Oct 16, 2010.

  1. Ozvirginuk

    Ozvirginuk Intern

    Jun 24, 2010
    86
    4
    Sydney
    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
     
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  2. Australian

    Australian Intern

    Jul 24, 2010
    92
    1
    #2 Australian, Oct 16, 2010
    Last edited: Oct 17, 2010
  3. Ozvirginuk

    Ozvirginuk Intern

    Jun 24, 2010
    86
    4
    Sydney
    :lol::lol:

    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
     
  4. blueflamenco

    blueflamenco Member

    Mar 9, 2010
    430
    2
    #4 blueflamenco, Oct 16, 2010
    Last edited: Oct 16, 2010
    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
     
  5. Boris spatsky

    Boris spatsky Established Member

    Oct 8, 2010
    1,847
    732
    I have always sent an email using the website and had suitable responses (normally a phone call).

    Snail mail is so outdated!
     
  6. markjb

    markjb Member

    call them I always do...... If your gold or platinum they put you through to premium desk and they are always helpful!
     
  7. markis10

    markis10 Veteran Member

    Nov 25, 2004
    30,088
    5,546
    BNE & SYD
    I dont think you get the premium desk as a Gold member, I never did in three years, and you do notice the difference!
     
  8. jamesatfish

    jamesatfish Active Member

    Apr 9, 2008
    563
    178
    CBR
    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.
     
  9. serfty

    Moderator

    Nov 16, 2004
    36,464
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    MEL
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    This was my experience, however at least the phone is answered reasonably promptly.
     
  10. Ozvirginuk

    Ozvirginuk Intern

    Jun 24, 2010
    86
    4
    Sydney
    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
     
  11. oz_mark

    oz_mark Enthusiast

    Jun 30, 2002
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    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 :p
     
  12. oz_mark

    oz_mark Enthusiast

    Jun 30, 2002
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    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.
     
  13. markis10

    markis10 Veteran Member

    Nov 25, 2004
    30,088
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    The short answer to the thread question is of course to fly virgin.
     
  14. Ozvirginuk

    Ozvirginuk Intern

    Jun 24, 2010
    86
    4
    Sydney
    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
     
  15. markis10

    markis10 Veteran Member

    Nov 25, 2004
    30,088
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    I suspect there are quite a few of us looking to at least spread the spend a bit more!
     
  16. TheInsider

    TheInsider Established Member

    Jul 7, 2010
    1,857
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    NSW
    Surprised no one has asked yet... What has happened?
     
  17. JetLagged

    JetLagged Active Member

    Jan 26, 2010
    694
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    Sydney
    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.
     
  18. markis10

    markis10 Veteran Member

    Nov 25, 2004
    30,088
    5,546
    BNE & SYD
    I wonder how they would sell that benefit:

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

    JetLagged Active Member

    Jan 26, 2010
    694
    34
    Sydney
     
  20. Ozvirginuk

    Ozvirginuk Intern

    Jun 24, 2010
    86
    4
    Sydney
     

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