Qantas complaint help - how long should it take?

[dfcatch]

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.

It's not the "odd legitimate issue" that is the problem.

There is a very real degradation of service from Customer Care that is noticable in the last 18 months or so.

And I don't mean whether you are happy with the response or not.

You used to get prompt, personalised, meaningful responses that went a long way to resolving issues and making you feel that QF took them seriously (regardless of whether you actually received compensation in the case of complaints).

Now - the norm is to:

- wait forever
- maybe if you're lucky you get a template response that bears "some" resemblance to the topic you actually raised
- forget it if it actually requires some follow up.


Even in the case of compliments (whilst a faster response), I still have less confidence that they are actually passed on correctly.

I have no doubt whatsoever that Customer Care has been "enhanced" in the truest QF sense of the word.

 

[TonyHancock]

It's not the "odd legitimate issue" that is the problem.

There is a very real degradation of service from Customer Care that is noticable in the last 18 months or so.

And I don't mean whether you are happy with the response or not.

You used to get prompt, personalised, meaningful responses that went a long way to resolving issues and making you feel that QF took them seriously (regardless of whether you actually received compensation in the case of complaints).

Now - the norm is to:

- wait forever
- maybe if you're lucky you get a template response that bears "some" resemblance to the topic you actually raised
- forget it if it actually requires some follow up.


Even in the case of compliments (whilst a faster response), I still have less confidence that they are actually passed on correctly.

I have no doubt whatsoever that Customer Care has been "enhanced" in the truest QF sense of the word.

I really wish it weren't so...but I share dfcatch's view. The other thing I have seen in the $100 "we can't be bothered to look into your issue in any detail so we'll throw this at you in the hope you'll go away" voucher, accompanied by the standard template letter which may or may not be related in any way to the complaint.

It is sad really, because I do believe that when QF gets it right they are very good.

 

[Sprucegoose]

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

It shouldn't make that much difference. A genuine complaint is just that, regardless of status.

 

[amaroo]

It shouldn't make that much difference. A genuine complaint is just that, regardless of status.

Agreed.....

 

[AirKat]

Yes I agree too. There were some other service issues at play here which were acknowledged when I spoke to Customer Care. She mentioned they had been going through some serious training lately about being a face for qantas. Maybe we'll see some improvements. All in all I was very happy once they got in touch anyway.

 

[Daver6]

I have found raising the issue on Twitter with Qantas is the fastest way to get a response to complaints/issues. It really is a pity that it requires public shaming of a company to get them to respond to issues in a timely manner though.