No more QF chauffeur drive to LAX and DFW

[Danger]

Re: No more QF chauffer drive to LAX and DFW

Is not the who thats important in the example, but the context or syntax, which BTW is spot on.

Working in federal politics, I can tell you that while there is a simple and generic email address format for members and senators, many have their own private mailbox that is quite different. While the former fills up wtih rubbish and gets culled by staff, the latter may only be accessible to the politician.

 

[markis10]

Re: No more QF chauffer drive to LAX and DFW

Working in federal politics, I can tell you that while there is a simple and generic email address format for members and senators, many have their own private mailbox that is quite different. While the former fills up wtih rubbish and gets culled by staff, the latter may only be accessible to the politician.

That maybe the case with your work but I can assure you in this case it is correct and its responded to, based on personal experience. Somewhat ironic that elected members are less accessible to the public than "private" company execs

 

[MEL_Traveller]

Re: No more QF chauffer drive to LAX and DFW

That maybe the case with your work but I can assure you in this case it is correct and its responded to, based on personal experience. Somewhat ironic that elected members are less accessible to the public than "private" company execs

Indeed the same holds true for the CEO of United. He responds to public emails. I hardly think an Australian politician would be busier than him.

 

[amaroo]

Re: No more QF chauffer drive to LAX and DFW

Somewhat ironic that elected members are less accessible to the public than "private" company execs

No surprises there!

 

[Red Roo]

Re: No more QF chauffer drive to LAX and DFW

​So yesterday I was speaking to a CSR on the Premium line, regarding a change of booking.
I decided to ask if she new anything about any compensation for removing CD from 2 of my bookings.
Long story-short (after being on hold for 20 mins) she came back to me and said "Mr Dmac6345, I am under the impression that each passenger on your booking will be getting 10,000 FF points credited to your account". She couldn't confirm this (typical) as it would be done by QF Loyalty. Oh, the another thing is that she said it could take up to 8 weeks. What a joke!
Im still trying to work out if this is decent compensation.
Red Roo, are you aware of this and how come it is not common news?
QF are still not making any friends. Horrendous communication!

Firstly, I can assure you that the decision to discontinue Chauffeur Drive between Australia and LAX/DFW from 1 July 2014 was not made lightly.

We value the feedback that we receive from AFF, and have started, but not completed, the call out to affected customers.

As the service is complimentary, we are not in a position to offer any refund in respect of the Chauffeur Drive service. However, our call centre staff do have the ability to explore whether there is a suitable, reasonable goodwill gesture that we can offer affected passengers. I’d be happy to discuss this further with you by private message, or one of contact centre staff will be in touch shortly.

 

[JalanM111]

Received an email and phone call on Monday regarding my "disappointment" at the loss of 2 x booked CD. Have been offered compensation of 10k FF points. The conversation went along the lines of Qantas being surprised I was not offered compensation at time of cancelling the CD service. Luckily the phone call was recorded so they will be able to hear the details. I have accepted the points and hope I can use them for J to Europe in 2015
The points haven't appeared on my activity statement yet - will keep an eye out for them.

 

[oz74]

Is compensation only available if CD was actually booked?

We booked out tickets in January for travel in December so hadn't booked the actual transfer.

 

[Cruiser Elite]

Re: No more QF chauffer drive to LAX and DFW

However, our call centre staff do have the ability to explore whether there is a suitable, reasonable goodwill gesture that we can offer affected passengers. I’d be happy to discuss this further with you by private message, or one of contact centre staff will be in touch shortly.

Red Roo I made a booking for Cruiserette and myself and booked CD. Cruiserette received a call saying CD discontinued and no offer of compensation - I have received no call.

Should I contact QF or should I wait and QF will systematically go through the list of bookings that have had CD cancelled and call affected pax to offer comp in turn?

 

[Red Roo]

Re: No more QF chauffer drive to LAX and DFW

Red Roo I made a booking for Cruiserette and myself and booked CD. Cruiserette received a call saying CD discontinued and no offer of compensation - I have received no call.

Should I contact QF or should I wait and QF will systematically go through the list of bookings that have had CD cancelled and call affected pax to offer comp in turn?

While all customers should be contacted progressively, I'd be happy to follow up via private message if your travel is imminent.

 

[JalanM111]

I'm not aware of the criteria. I believe Qantas has only contacted those who had made a booking.

 

[Cruiser Elite]

Re: No more QF chauffer drive to LAX and DFW

While all customers should be contacted progressively, I'd be happy to follow up via private message if your travel is imminent.

Travel not until mid Sept - I can wait until contacted - I am a patient man - hell I have been waiting 4 years for serfty to put his hand in his pocket and buy me a beer - I can wait a couple of weeks for this!

 

[Red Roo]

I'm not aware of the criteria. I believe Qantas has only contacted those who had made a booking.

I don't want to offer incorrect information, so it's best to discuss options with the subject matter experts directly regarding your booking on this occasion.

 

[Dmac6345]

Re: No more QF chauffer drive to LAX and DFW

Firstly, I can assure you that the decision to discontinue Chauffeur Drive between Australia and LAX/DFW from 1 July 2014 was not made lightly.

We value the feedback that we receive from AFF, and have started, but not completed, the call out to affected customers.

As the service is complimentary, we are not in a position to offer any refund in respect of the Chauffeur Drive service. However, our call centre staff do have the ability to explore whether there is a suitable, reasonable goodwill gesture that we can offer affected passengers. I’d be happy to discuss this further with you by private message, or one of contact centre staff will be in touch shortly.

Thanks Red Roo,
I appreciate the opportunity to discuss further.

 

[OBie]

Re: No more QF chauffer drive to LAX and DFW

Red Roo, thanks for shedding some light on this, a matter of some "interest", for quite a few travellers.

As I've mentioned in a couple of previous posts, I have flights booked BNE-LAX departing 6JUL, against which CD bookings were made at time of payment, and have yet to hear from anyone re CD cancellation, notwithstanding CD still showing as "booked".

I bit the proverbial this afternoon and sent a clarification request to Customer Service via e-mail, so now await further info.

 

[Red Roo]

Re: No more QF chauffer drive to LAX and DFW

Red Roo, thanks for shedding some light on this, a matter of some "interest", for quite a few travellers.

As I've mentioned in a couple of previous posts, I have flights booked BNE-LAX departing 6JUL, against which CD bookings were made at time of payment, and have yet to hear from anyone re CD cancellation, notwithstanding CD still showing as "booked".

I bit the proverbial this afternoon and sent a clarification request to Customer Service via e-mail, so now await further info.

Your patience is appreciated, however I'd be happy to follow up via private message if you haven't heard back by the end of the week.

 

[drron]

Re: No more QF chauffer drive to LAX and DFW

Just compare this way of dealing with a problem to AA's response to my delayed flight.A 6 hour delay at MIA on a MIA-LHR flight and by the time we arrived at LHR there was an email from Customer Services apologising and giving us each 5000 AA miles.They were in the accounts next day.
Now that is customer service.
And as of the 3rd June Tom Horton doesn't have an airline job.

 

[MEL_Traveller]

Re: No more QF chauffer drive to LAX and DFW

What I don't get is this....

If the chauffeur uptake was so minimal... you know... future bookings were so small that any reasonable person looking at the order book could reach just one, logical, conclusion... (that the service needed to be cancelled)... how can it take so long to contact affected passengers?

 

[Danger]

Re: No more QF chauffer drive to LAX and DFW

That maybe the case with your work but I can assure you in this case it is correct and its responded to, based on personal experience. Somewhat ironic that elected members are less accessible to the public than "private" company execs

I can't see how my post lead you to state that elected members are less accessible to the public. And I certainly didn't suggest the format was incorrect; merely that some people have more than email address that does not follow a prescribed format.

 

[legroom]

Re: No more QF chauffer drive to LAX and DFW

Firstly, I can assure you that the decision to discontinue Chauffeur Drive between Australia and LAX/DFW from 1 July 2014 was not made lightly.

We value the feedback that we receive from AFF, and have started, but not completed, the call out to affected customers.

As the service is complimentary, we are not in a position to offer any refund in respect of the Chauffeur Drive service. However, our call centre staff do have the ability to explore whether there is a suitable, reasonable goodwill gesture that we can offer affected passengers. I’d be happy to discuss this further with you by private message, or one of contact centre staff will be in touch shortly.

It is rather odd that compensation - if any - is to be decided on a discretionary (case by case) basis.

If anything, this should be made public and applied across the board to all who had forward bookings that are adversely impacted.

Ad hoc decisions like this further accentuates the image that QF is in a crisis mode and is purely reactionary instead of visionary / pro-active.

 

[Nizar]

Re: No more QF chauffer drive to LAX and DFW

It is rather odd that compensation - if any - is to be decided on a discretionary (case by case) basis.

If anything, this should be made public and applied across the board to all who had forward bookings that are adversely impacted.

Ad hoc decisions like this further accentuates the image that QF is in a crisis mode and is purely reactionary instead of visionary / pro-active.

Great post. Agree with every word.