Qantas complaints

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tomlikesbeetroot

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Nov 15, 2011
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Just wondering what kind of response people have had when lodging complaints with qantas.
I sent an email 8 days ago complaining that my last 3 trips have all been delayed on the outbound leg, one instance of inexcusable human error caused me to need to reschedule a connecting flight (seperate booking) at fairly price
I realize its my own responsibilty to bear this so not expecting cash compensation, but what should I expect when qantas finally do respond?
 
I sent an email 8 days ago complaining that my last 3 trips have all been delayed on the outbound leg, one instance of inexcusable human error caused me to need to reschedule a connecting flight... I realize its my own responsibilty to bear this so not expecting cash compensation, but what should I expect when qantas finally do respond?
It really depends on how long the flights were delayed and who caused the "human error"? More information is needed before people can respond properly.
 
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It really depends on how long the flights were delayed and who caused the "human error"? More information is needed before people can respond properly.

The delays were 1 hour, 50 minutes respectively the first 2 times without explanation. The third was scheduled on time however the boarding pass printer at the gate failed and pax using qantas card as the boarding pass were given a hand written BP. 2 pax who were booked on a later flight were given hand written passes and allowed on board. When the head count identified too many people on board we sat waiting 45 minutes until they decided to check boarding passes against the manifest to identify who should not be on board. We ended up arriving one hour late and I could not check in for my next flight and had to re schedule
 
Would it be too much to ask for 5 free status credits to bump me to platinum? To be honest I am not too upset about the delays but it seems a small ask for a valid complaint
 
As Yo said, if you can provide a few more details, you will get some good responses from the forum. At the moment, there's a couple of references to delayed flights. Try disclosing the flight details and also the following flight you could not check in for

munitalP
 
I also wonder if you could have used online check in or something for the flight you were connecting to, in the third case. In terms of time frame, 8 days is to short, my experience it takes about 3 or 4 weeks to get a reply.
 
Would it be too much to ask for 5 free status credits to bump me to platinum? To be honest I am not too upset about the delays but it seems a small ask for a valid complaint

You might get a couple of packets of QF beetroot chips.;)

But seriously the 3rd episode was due to QF and should have been avoided.So you should definitely ask for compensation but with QF more likely to be a voucher.
However Emails take forever.
Best to ring +/- a PM to Redroo
 
Without knowing the specifics, it does seem that you have taken a big risk in terms of booking two flights on separate tickets.

Having an hour delay, and missing out on the connection as you could not check in, that seems like the timings were extremely tight.
If my calcs are right, you had 2 hours between arriving (originally) and the next flight leaving at a maximum (taking 60 minutes check in closing). In reality the connection could have been a lot tighter.

I am not making excuses for the airline, however delays are part of the travel experience. One lesson I would be taking out of this is scheduling more appropriate amount of time between flights if on different/separate tickets to ensure that you do have that time in case you are delayed.
 
Without knowing the specifics, it does seem that you have taken a big risk in terms of booking two flights on separate tickets.

Having an hour delay, and missing out on the connection as you could not check in, that seems like the timings were extremely tight.
If my calcs are right, you had 2 hours between arriving (originally) and the next flight leaving at a maximum (taking 60 minutes check in closing). In reality the connection could have been a lot tighter.

I am not making excuses for the airline, however delays are part of the travel experience. One lesson I would be taking out of this is scheduling more appropriate amount of time between flights if on different/separate tickets to ensure that you do have that time in case you are delayed.

I realise its not ideal leaving 60 minutes before check in closes however I take the route every fortnight so pretty comfortable playing it tight if it is significantly cheaper than other options. Which is why I stated I am not too worried about the money. It was an international flight with no online check in option.

It's more a case of qantas has screwed up a few times and I would like a small favour in return
 
Just wondering if anyone else has noted some of the tactics / errorused by Qantas to take your points without providing the agreed service.
I recently went to use points for a business class trip toFiji and found that it has a value of 50,000 points – that’s OK. The flight wasfrom Brisbane to Nadi via Sydney. When I went to review page I noted that the internationalleg would be Economy with only Bris – Syd being business however the pointscharged was for Business all the way.
Booked separately the charges should be
Bris – Syd Business 16,000
Syd – Nadi Economy 18,000
Total = 34,000
Booking Bris – Nadi (via Syd) Business Charged 50,000 points
(however Syd Nadi is provided as economy even though whenyou select flight you tick the Business Class box)
I then did the same thing for Auckland Bris travel and foundthe same thing that when transiting through Syd the international leg is supplied only as Economy but is charged asBusiness.
What a rort – is there some one to complain to as an emailto FF at Qantas got a phone response where I was told they could not handlethis complaint and is what best I contact reservations?????
In other words – clear off.
 
The delays were 1 hour, 50 minutes respectively the first 2 times without explanation. The third was scheduled on time however the boarding pass printer at the gate failed and pax using qantas card as the boarding pass were given a hand written BP. 2 pax who were booked on a later flight were given hand written passes and allowed on board. When the head count identified too many people on board we sat waiting 45 minutes until they decided to check boarding passes against the manifest to identify who should not be on board. We ended up arriving one hour late and I could not check in for my next flight and had to re schedule

If you're talking about boarding passes being hand written, then you're talking about a major system outage. I can think of no other reason why they would be doing head counts on board reconciled with a paper manifest. If the system was up then the airline would immediately be able to tell exactly exactly the number of pax who had boarded.

Sometimes in system outages, passengers who have checked in electronically with no paper trail ie no printed boarding pass to confirm they've been checked in, encounter problems as in the absence of a checkin system, there's sometimes no way of proving they've checked in.

Maybe they knew in advance the system was going down so printed out a pax manefest based on who had already checked in for the flight at that time which may have excluded you but included the two pax who you saw being given hand written boarding passes.

What dates did this happen on & what flight numbers?

I realise its not ideal leaving 60 minutes before check in closes however I take the route every fortnight so pretty comfortable playing it tight if it is significantly cheaper than other options. Which is why I stated I am not too worried about the money. It was an international flight with no online check in option.

It's more a case of qantas has screwed up a few times and I would like a small favour in return

Why not give examples of what actually happened as has already been suggested on this thread to each issue can actually be addresssx by those on the forum?

Could you not book all the sectors through a travel agent so that would allow QF (if the first airline on the itinerary) to through check your luggage on to the other airlines, assuming of course they have an interline baggage agreement in place with that airline.


Just wondering if anyone else has noted some of the tactics / errorused by Qantas to take your points without providing the agreed service.
I recently went to use points for a business class trip toFiji and found that it has a value of 50,000 points – that’s OK. The flight wasfrom Brisbane to Nadi via Sydney. When I went to review page I noted that the internationalleg would be Economy with only Bris – Syd being business however the pointscharged was for Business all the way.
Booked separately the charges should be
Bris – Syd Business 16,000
Syd – Nadi Economy 18,000
Total = 34,000
Booking Bris – Nadi (via Syd) Business Charged 50,000 points
(however Syd Nadi is provided as economy even though whenyou select flight you tick the Business Class box)
I then did the same thing for Auckland Bris travel and foundthe same thing that when transiting through Syd the international leg is supplied only as Economy but is charged asBusiness.
What a rort – is there some one to complain to as an emailto FF at Qantas got a phone response where I was told they could not handlethis complaint and is what best I contact reservations?????
In other words – clear off.

It's not you actually went ahead & booked it for the 50,000 - then you might have grounds for complaint. If you've found it's cheaper to do separate bookings, I'd do just that.

Wonder if the AFFer who got a long haul "F" sector on a JASA will complain to QF about the "rort" & how the nuances of the system allowed him to 'rip-off' QF?
 
If you're talking about boarding passes being hand written, then you're talking about a major system outage. I can think of no other reason why they would be doing head counts on board reconciled with a paper manifest. If the system was up then the airline would immediately be able to tell exactly exactly the number of pax who had boarded.

Sometimes in system outages, passengers who have checked in electronically with no paper trail ie no printed boarding pass to confirm they've been checked in, encounter problems as in the absence of a checkin system, there's sometimes no way of proving they've checked in.

Maybe they knew in advance the system was going down so printed out a pax manefest based on who had already checked in for the flight at that time which may have excluded you but included the two pax who you saw being given hand written boarding passes.

What dates did this happen on & what flight numbers?



Why not give examples of what actually happened as has already been suggested on this thread to each issue can actually be addresssx by those on the forum?

Could you not book all the sectors through a travel agent so that would allow QF (if the first airline on the itinerary) to through check your luggage on to the other airlines, assuming of course they have an interline baggage agreement in place with that airline.




It's not you actually went ahead & booked it for the 50,000 - then you might have grounds for complaint. If you've found it's cheaper to do separate bookings, I'd do just that.

Wonder if the AFFer who got a long haul "F" sector on a JASA will complain to QF about the "rort" & how the nuances of the system allowed him to 'rip-off' QF?

Higher class is a different matter. It really is annoying to trawl endlessly through fares looking for J on the international leg where it actually matters, as many people on the board feel. I have spoken to QF about it and they said customers prefer this system. I dodnt have a problem with that as an option and would like to have the choice of split Y/J sectors whatever the points cost as long as I can screen flights by "real" J or mixed before trying to book.
 
Wonder if the AFFer who got a long haul "F" sector on a JASA will complain to QF about the "rort" & how the nuances of the system allowed him to 'rip-off' QF?

Speaking from experience, in this case you actually get charged at FASA rates. I have a HKG-MEL-BNE JASA on Saturday, with the HKG-MEL in F, and the base cost was 90K points, which is FASA not JASA rates (and it's definitely a JASA, the int leg is annotated with "warning, this leg will be in First").
 
Twitter @qfcustomercare. They have a link to an separate communications page. I get responses very fast and in under 24hours from the web communication page.
 
Speaking from experience, in this case you actually get charged at FASA rates. I have a HKG-MEL-BNE JASA on Saturday, with the HKG-MEL in F, and the base cost was 90K points, which is FASA not JASA rates (and it's definitely a JASA, the int leg is annotated with "warning, this leg will be in First").

Not disputing your experience but I've several of these, BKK-SYD-BNE and HKG-SYD-PER e.g., and all have been charged 60K points (or 120K return).
The cash payment though has been about double that of the pure J equivalents.
 
Wonder if the AFFer who got a long haul "F" sector on a JASA will complain to QF about the "rort" & how the nuances of the system allowed him to 'rip-off' QF?

Fair point but these deals are much fewer and further between than those subbing Y for J.
And they'll soon be a thing of the past I suspect, so grab them while you can.
 
Wonder if the AFFer who got a long haul "F" sector on a JASA will complain to QF about the "rort" & how the nuances of the system allowed him to 'rip-off' QF?

I managed to snag one of these for my wife. 60K points instead of 90K points out of HKG on an A380. First thing she said was "but I get less status credits than if you take the FASA". :shock:
 
Not disputing your experience but I've several of these, BKK-SYD-BNE and HKG-SYD-PER e.g., and all have been charged 60K points (or 120K return).
The cash payment though has been about double that of the pure J equivalents.

How do you find these JASAs that actually book into F? Any strategy, or are they just random chance?
 
How do you find these JASAs that actually book into F? Any strategy, or are they just random chance?

Seems random IME but some common factors are:

  • ‘P’ availability
  • Booking inbound to Aus, one way or return: I’ve found that the identical flights booked outbound as part of a return will book in to ‘U’.
  • 747, not A380
  • I’ve only ever seen them ex Asia, but that’s mostly what I look for.
 
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