How to Complain to Qantas

[Postcode]

Hi Ozvirginuk I was once a great fan of QF but recent flights have been less than pleasant. Or acceptable. Or economically competitive. In July I had a most unacceptable experience on a flight SIN to SYD. I used the email facility on the QF page and got a generated message saying yadayadayada. The surprising or maybe not surprising thing is it takes a whopping 10 - 14 days for them to respond! They admit it and seem proud of that fact.

Is this laziness? Is this that they don't care about addressing customer concerns immediately? Or is it that they have so many unhappy customers it takes that long to bother responding? I suspect the latter. Or all three.

I was promised some minor compensation which I accepted. The compensation never arrived. Upon emailing again to say nothing was received - another 14 day wait they said it was sent. I'm still waiting for the 10 - 14 days to hear back when I said it was not received. I do know what goes into my locked mail box.

How to complain to Qantas? Avoid them and email them to say you have avoided them and tell them why. In 10 to 14 days you may get a call.

I used a Oneworld partner flying business class recently and mentioned at the checkin desk how happy I was to be flying with them instead of the dreaded red rat. I was offered status matching on the spot. It seems it's a frequent occurrence by the way they seemed prepared with documentation.

As a comparison I flew on Friday with low cost carrier and former Oneworld carrier Aer Lingus. The checkin staff at CDG most welcoming, ignoring a bit of overweight luggage, the plane clean, cabin service with charm, efficiency and a smile, no attitude, and I noticed a very happy group of passengers of many nationalities at the luggage carousel.

 

[notzac]

I used a Oneworld partner flying business class recently and mentioned at the checkin desk how happy I was to be flying with them instead of the dreaded red rat. I was offered status matching on the spot. It seems it's a frequent occurrence by the way they seemed prepared with documentation.

A status match from one oneworld carrier to another? Interesting. I'm not disbelieving you, but curious to know which carrier it was and what status level they matched you from and to..

As a comparison I flew on Friday with low cost carrier and former Oneworld carrier Aer Lingus. The checkin staff at CDG most welcoming, ignoring a bit of overweight luggage, the plane clean, cabin service with charm, efficiency and a smile, no attitude, and I noticed a very happy group of passengers of many nationalities at the luggage carousel.

I've had a couple v pleasant flights on EI myself It's a shame they went down the path of the LCC model, but entirely understandable given the market over there.

 

[samh004]

I used a Oneworld partner flying business class recently and mentioned at the checkin desk how happy I was to be flying with them instead of the dreaded red rat. I was offered status matching on the spot. It seems it's a frequent occurrence by the way they seemed prepared with documentation.

A status match from one oneworld carrier to another? Interesting. I'm not disbelieving you, but curious to know which carrier it was and what status level they matched you from and to..

I would venture CX as likely to do a status match, my dad earlier in the year simply had to mention how easy it would be for him to attain Platinum with Qantas, following a recent (at the time) demotion to CX Gold and they quickly gave him Diamond…

But would love to know if I’m correct, or if it was someone else?

 

[Postcode]

It was CX from Sapphire status to the same on Marco Polo.

 

[Ozvirginuk]

Hi Ozvirginuk I was once a great fan of QF but recent flights have been less than pleasant. Or acceptable. Or economically competitive. In July I had a most unacceptable experience on a flight SIN to SYD. I used the email facility on the QF page and got a generated message saying yadayadayada. The surprising or maybe not surprising thing is it takes a whopping 10 - 14 days for them to respond! They admit it and seem proud of that fact.

Is this laziness? Is this that they don't care about addressing customer concerns immediately? Or is it that they have so many unhappy customers it takes that long to bother responding? I suspect the latter. Or all three.

I was promised some minor compensation which I accepted. The compensation never arrived. Upon emailing again to say nothing was received - another 14 day wait they said it was sent. I'm still waiting for the 10 - 14 days to hear back when I said it was not received. I do know what goes into my locked mail box.

How to complain to Qantas? Avoid them and email them to say you have avoided them and tell them why. In 10 to 14 days you may get a call.

I used a Oneworld partner flying business class recently and mentioned at the checkin desk how happy I was to be flying with them instead of the dreaded red rat. I was offered status matching on the spot. It seems it's a frequent occurrence by the way they seemed prepared with documentation.
.

10-14 Days is attrocious. I thought thingsa had improved yesterday when I recieved call on my mobile from someone at the Frequent Flyer Centre in Melbourne, informaing me that they had received my "extensive" letter. I thought "great", but then he went on to say he was forwarding it to their customer care team in SYdney. I questioned why it was not already with them as I had used that very department's form on the website to submit my complaint. The response was, "most things come to us then we forward them on"

He then gave me a reference number and a telephone number and encouraged me to call up and speak to them if I'd not heard something in a few days.

Will have to wait and see how long they take to contact me again. I sincerely hope it's not 10-14 days, or I will insist on a refund my current booking and take my money elsewhere.

It was CX from Sapphire status to the same on Marco Polo.

While this is a nice gesture, CX really isn't that much use for a domestic Australian traveller as you only earn in Y class correct? Also, as much as QF's service is failing, the QFF program is really tailored to AU based travellers, and things like JASA, and earning on ENOQ red edeals is pretty good....

I guess thats how they retain their customers. On another note my partner flew DJ yesterday SYD-CBR and back and was very impressed with the service, aircraft etc. Waiting on a status match request for him...

Ozvirginuk

 

[Ozvirginuk]

Will have to wait and see how long they take to contact me again. I sincerely hope it's not 10-14 days, or I will insist on a refund my current booking and take my money elsewhere.

Well a little update to say, that as of 11:26 11 days after I sent my complaint, I still haven't heard back from QF. Since then I've qualified for WP, but I guess that won't make a difference.

I guess the initial advice of the 10-14 day turnaround is the best I can expect .....

Takes a little of the shine of obtaining WP, at least I got the seats I wanted for my next Inl't trip.