Qantas complaint help - how long should it take?

[AirKat]

Hoping to benefit from your combined wisdom. On March 14 I had some issues with connecting flights/experience etc that resulted in me not ending up where I needed to be. The staff at the service desk gave me a small piece of paper with a web address (something about your qantas experience) and said this is where I should send through my complaint to. On the morning of the 15th I went online and filled out the form detailing all of the issues I had had. It asks for frequent flyer number etc. I received an automated response telling me someone would be in touch but I haven't heard anything further and it is coming up to 3 weeks later.

I rang qantas last week to work out a seat selection issue and mentioned this complaint at the time. I was given an email address [email protected] to send my query through to which I did. I was told this was for all platinum complaints/issues and would be looked at quickly. I emailed mid-week the confirmation email I'd received referring to my initial complaint and asked someone to please respond. But still nothing.

So, at this stage I am not sure what to do, and to be honest I am just so disappointed. I've never complained before to qantas and I had no idea they were so unresponsive. I will be P1 in the next couple of weeks (3490 scs and counting)... do I have to wait to be P1 before qantas will respond?? What is a normal service standard for a response? Does anyone know of a different email address I should be getting in touch with that will help? Any assistance is much appreciated.

 

[medhead]

I'm not sure what else you can do. Given my experiences with submitting feedback 3 weeks is not an excessive amount of time to wait. (Not defending the situation just telling it like it is.)


Sent from the Throne

 

[markis10]

What are the issues you are complaining about?

 

[oz_mark]

IME, you may never hear back.

 

[TonyHancock]

IME, you may never hear back.

I'm still waiting on a complaint I made back in May 2011. I have given up after following up twice.

 

[dfcatch]

QF Customer Care used to be excellent.

IME - in the past 18 months it has gone to poo-poo.

Only QF would be able to explain if this is due to cost-cutting, deliberately acting like a LCC (or insurance company) and hoping people go away or similar.

Just last week I had to escalate an ongoing issue that has been ongoing since before new year - they did finally issue a MCO (or at least promise to) to compensate me for the customer care failure.

It's a shame - as I used to feel that QF Customer Care was one of their biggest strengths.

I have been disappointed a few times now.

 

[maninblack]

Unless QF may be required under law to act on your complaint in some way or under their C of C then they don't really care about your complaint and that's about it these days really. There is a bit of PR fluff that still goes on but they have a business to run and are not really interested in customer complaints, it's all part of the 'customers can get stuffed policy' QF brought in a few years ago. You learn to live with it.

 

[amaroo]

Will be interesting to see if you receive better response/service once you achieve P1.

 

[Simo]

I lodged a complaint and it took about 3 weeks for a apology which was a joke to say the least.

The basis of the complaint was I went to Flounge in SIN and asked for a BP for a flight.

Was told to ring up and they could sort it out for me...WTF

I mentioned that would love to see that response being given to CL or many other WP's onWP1's

 

[AirKat]

Hmmm, thanks all. If only they were more regulated with complaints like other industries. In financial services we are so overly regulated for complaints. Compared to your experiences it sounds like I am almost being impatient!

I was flying Darwin to Hobart (DRW-ADE-MEL-HBT) and the aircraft arrived late into Darwin and then late into Adelaide which meant I missed the connection to Hobart. There was no explanation of why the aircraft arrived late into Darwin. It was the last flight of the day (8pm for Mel-Hobart) so I couldn't get there to present at a breakfast the following day. They offered accommodation and an 8am flight the following day which didn't work as I would have missed the breakfast, and I live in Melbourne so I just went home. But I'd like a refund for the Mel-Hobart leg and while I didn't take up the accomm in Melbourne, there is the cost of the Hobart accomm that cannot be cancelled at 9pm on the night you are meant to arrive.

I'll keep waiting... otherwise I'll take it up with John Travolta when he gives me my P1 membership while I am sitting on a plane (that happens doesn't it? I've seen the video!)

 

[TonyHancock]

I'll keep waiting... otherwise I'll take it up with John Travolta when he gives me my P1 membership while I am sitting on a plane (that happens doesn't it? I've seen the video!)

When you reach WP1 you'll need to call them and let them know. Then they will let you know that it is not just a case of reaching 3600 SC's you also need to reach 2700 SC's on QF marketed flights. This will be done in a condescending manner. You will explain that you do indeed meet the criteria, and it will then take two days for the process to go through. It takes time because apparently Platinum One has only been in existence for a month. You will receive a call from Qantas to confirm that it has gone through. You will be told that the Platinum One team will contact you within a couple of days......three weeks later you will still be waiting for the call.

 

[Red Roo]

Hi AirKat,
Feel free to PM me your details, inc FF#, and I can contact Customer Care and see how if us progressing.
Others, While I am not a formal complaint/ feedback channel I am happy to help where I can.
Cheers,
Red Roo

 

[dfcatch]

Hi AirKat,
Feel free to PM me your details, inc FF#, and I can contact Customer Care and see how if us progressing.
Others, While I am not a formal complaint/ feedback channel I am happy to help where I can.
Cheers,
Red Roo

I would like to thank Red Roo for their efforts in this regard.

My criticism above is not directed at you, rather a reflection IMO in the declining standards of Customer Care at QF compared to what it used to be.

 

[AirKat]

When you reach WP1 you'll need to call them and let them know. Then they will let you know that it is not just a case of reaching 3600 SC's you also need to reach 2700 SC's on QF marketed flights. This will be done in a condescending manner. You will explain that you do indeed meet the criteria, and it will then take two days for the process to go through. It takes time because apparently Platinum One has only been in existence for a month. You will receive a call from Qantas to confirm that it has gone through. You will be told that the Platinum One team will contact you within a couple of days......three weeks later you will still be waiting for the call.

What?? No John Travolta?? All those months I had to sit and watch that video Well, hopefully it will be a bit smoother than your above description. Like all status changes it is a milestone so I hope to enjoy it rather than have frustrations.

Red Roo thanks so much for your response. I'm PM you the details now!

 

[AirKat]

Update!

Whether an amazing coincidence or the intervention of Red Roo (I think the later) I had a call from Customer Care this afternoon. I couldn't be more pleased with the way it was handled and the empathy shown to the situation and the time it has taken to respond. Gift voucher and a couple of lounge passes that I can give to my Mum, and a sincere apology, very happy.

And a big thanks to Red Roo

 

[amaroo]

Update!

Whether an amazing coincidence or the intervention of Red Roo (I think the later) I had a call from Customer Care this afternoon. I couldn't be more pleased with the way it was handled and the empathy shown to the situation and the time it has taken to respond. Gift voucher and a couple of lounge passes that I can give to my Mum, and a sincere apology, very happy.

And a big thanks to Red Roo

The lofty heights of WP1 kicking in:mrgreen:

 

[TonyHancock]

Update!

Whether an amazing coincidence or the intervention of Red Roo (I think the later) I had a call from Customer Care this afternoon. I couldn't be more pleased with the way it was handled and the empathy shown to the situation and the time it has taken to respond. Gift voucher and a couple of lounge passes that I can give to my Mum, and a sincere apology, very happy.

And a big thanks to Red Roo

Good to hear, well done Red Roo.

 

[N860CR]

Very interesting. I made a similar complaint recently (flight cancelled at the last minute, no way to travel on the same day so told "tough" and I had to pay to get myself on Virgin). Turns out had the staff done a little more research, they could probably have accommodated me the same night.

Sent a complaint/query to customer care as to why the situation wasn't handled better... weeks pass and eventually get a standard template reply not actually answering my question (or giving a real apology). Asked the same question again and was sent another template reply stating that they can't help me.

I wonder if it's because you're WP1 v my poor mans WP that you got a decent response, or because someone from social media stuck their head in it.

Some consistancy would be good across the board at Qantas

 

[oz_mark]

Some consistancy would be good across the board at Qantas

Be very careful of what you are asking for! :shock:

 

[juddles]

Please be fair to Qantas. As in any organisation, their resources must be limited. And with the ¨maggot¨ incident they are probably busy. I hate to contemplate the rubbish they have to deal with, so I understand when the odd legitimate issue gets delayed.