On Hold with V Australia

[ANstar]

You cannot be serious! So thousands of people out of work 'wouldn't be a hugely bad thing'?

Anyone wishing 5000 people out of work is worrying...

 

[straitman]

Sounds like how I would describe a selection of Qantas employees I recently had the dubious pleasure of being attended to by.
So pathetic was their attitude that I sent an email of complaint to Qantas,but as with other emails I have sent to them I have yet to receive a reply.
I fly Qantas very regularly and generally I receive excellent service,however it is far from the perfectly managed airline it was only a few years ago and if Virgin Blue was to go under (which I think is highly unlikely ) then I fear that the term "Rude red rat" that is occassionaly used to describe Qantas will become more commonplace.

Qantas have dedicated links on their web site for feedback. Try using them and I think your response ratio will improve considerably :!: (100% for me)

 

[Nigelinoz]

Qantas have dedicated links on their web site for feedback. Try using them and I think your response ratio will improve considerably :!: (100% for me)

Tried that ,it's now 6 weeks since the first email and a week since the most recent (on a different topic) and I haven't had a reply.
However they are doing better than BA,I sent them an email lasty July and still haven't had a reply so Qantas have a way to go.

 

[straitman]

Tried that ,it's now 6 weeks since the first email and a week since the most recent (on a different topic) and I haven't had a reply.
However they are doing better than BA,I sent them an email lasty July and still haven't had a reply so Qantas have a way to go.

I find it interesting that we have such different success rates. :shock:

 

[Nigelinoz]

I find it interesting that we have such different success rates. :shock:

It wouldn't have anything to do with your status as against mine?
You are two thirds of the way to LT silver and I have just lost gold due to insufficient status credits earnt last year.

 

[straitman]

It wouldn't have anything to do with your status as against mine?
You are two thirds of the way to LT silver and I have just lost gold due to insufficient status credits earnt last year.

Possibly but I wouldn't have thought it would be so marked a difference.

 

[Flashback]

It wouldn't have anything to do with your status as against mine?
You are two thirds of the way to LT silver and I have just lost gold due to insufficient status credits earnt last year.

I've had the same problems, too; however it has eventually been responded to and in the case of my last one, with a very good response to it

 

[drron]

In DJ's case, the staff (and training programs) are clearly from their LCC beginnings and it shows. Beligerent and rude is how I would describe many of them (especially the check in chicks, but not forgetting the hosties).

My experience is exactly the opposite.The check in chicks at MCY have been great,friendly,efficient and without asking have given me exit row seating 5/5 times.last year in Adelaide I copped a check in chick who had just copped a verbal barrage from a pax whose boyfriend made a mistake in the booking.Yet with me again charming and efficient asnd yes once again got exit row seating for the next 2 sectors.Maybe we approach the scenario differently?
I have always changed bookings online apart from one occasion when in Tasmania-then about a 15 minute wait but no problems.Online-easy.I certainly am hoping DJ keeps going otherwise travelling from MCY we will be in the hands of Deathstar alone-quelle horreur!
As to QF again no problems with front line staff generally but again as a no status fellow I have lots of problems ringing and otherwise contacting them.Using the email responses from the website has never had a response.The last time was October 2008 and still waiting.

 

[mrsjo]

Sounds like how I would describe a selection of Qantas employees I recently had the dubious pleasure of being attended to by.
So pathetic was their attitude that I sent an email of complaint to Qantas,but as with other emails I have sent to them I have yet to receive a reply.
I fly Qantas very regularly and generally I receive excellent service,however it is far from the perfectly managed airline it was only a few years ago and if Virgin Blue was to go under (which I think is highly unlikely ) then I fear that the term "Rude red rat" that is occassionaly used to describe Qantas will become more commonplace.

I would have to agree with you here.

Last week I had to make a phone call to Qantas, the CSR was so rude and had an attitude problem that I (as the customer) did not deserve at all.
I then emailed them last Thurs with my complaint about this particular CSR (got her name from her) but I have not heard from them yet.

 

[Flashback]

I would have to agree with you here.

Last week I had to make a phone call to Qantas, the CSR was so rude and had an attitude problem that I (as the customer) did not deserve at all.
I then emailed them last Thurs with my complaint about this particular CSR (got her name from her) but I have not heard from them yet.

I would not expect a response from QF on this one, it's such a minor thing. As such a most likely outcome would be that this person would be spoken to and coached on how to better conduct themselves when dealing with customers.

 

[Nigelinoz]

Probably 9 times out of 10 when I have any dealings with Qantas whether it's flying with them or talking to a representative on the phone etc I receive good service,and I fly with them on a regular basis,I have also had dealings with Virgin Blue and generally find their service is also good,although I have had poor service from them as well,but on the whole I believe that both airlines have a place in the market and if airlines like DJ and even,dare I say it,Tiger were not around,then dealing with Qantas would probably be like dealing with Telstra is sometimes-like having teeth pulled.
Virgin Blue is far from a perfectly run airline,but losing it.or indeed Qantas,(Very unlikely I know) would be bad news for aviation in Australia.
Just my two cents worth.

 

[Flashback]

Probably 9 times out of 10 when I have any dealings with Qantas whether it's flying with them or talking to a representative on the phone etc I receive good service,and I fly with them on a regular basis,I have also had dealings with Virgin Blue and generally find their service is also good,although I have had poor service from them as well,but on the whole I believe that both airlines have a place in the market and if airlines like DJ and even,dare I say it,Tiger were not around,then dealing with Qantas would probably be like dealing with Telstra is sometimes-like having teeth pulled.
Virgin Blue is far from a perfectly run airline,but losing it.or indeed Qantas,(Very unlikely I know) would be bad news for aviation in Australia.
Just my two cents worth.

IME even before Virgin was around, Qantas have always been terrific to deal with over the phone. Their strong point here is that you generally will get someone who is actually located in Australia. It's amazing how much of a difference it makes. To put things into perspective, I always cringe when I have to ring Citibank; but Qantas I always look foward to it (it also helps they don't try and sell you the world, when you call I guess).

 

[Nigelinoz]

I agree that generally Qantas is good to deal with,but I think it's important to recognise that neither Qantas or Virgin/V Australia are perfect and that they can always do things better,and I believe that if the Virgin's of this world were not around then the service received from companies like Qantas would soon deteriorate.(Although I obviously accept that you believe the service was good even before Virgin)

 

[straitman]

but I think it's important to recognise that neither Qantas or Virgin/V Australia are perfect and that they can always do things better,

Unlike us of course :!:

 

[Flashback]

Unlike us of course :!:

Correct, you're so terrible at everything you do that we've just given up on you:!:

 

[straitman]

Correct, you're so terrible at everything you do that we've just given up on you:!:

:shock: I'm upset now.

 

[Flashback]

:shock: I'm upset now.

Aw, ok. As compensation .. you shall have a whY flight on VA. What's the catch, you may ask? You have to ring the VA call centre to confirm your flights...

 

[Nigelinoz]

Aw, ok. As compensation .. you shall have a whY flight on VA. What's the catch, you may ask? You have to ring the VA call centre to confirm your flights...

And as punishment you have to work in the VA call centre for a day !

 

[yogi]

Aw, ok. As compensation .. you shall have a whY flight on VA. What's the catch, you may ask? You have to ring the VA call centre to confirm your flights...

Hahaha. Wonder if I should try again for time number 3. Apparently there is some saying about third time lucky...

 

[N860CR]

It's funny... since I joined the Qantas Club and worked up to Silver it seems my Qantas experiences are getting worse and worse. The call centre wait times are terrible (average 45 mins), I've come across one very helpful person, a few who were fine and one who had a major attitude problem.

I emailed them regarding an issue I had, no response, follow up email and I get a phonecall offering an apology and saying someone will get back to me ASAP... nothing. Another followup.... nothing. Qantas is a long way from perfect.