Qantas complaints

[Red Roo]

I have emailed '[email protected]' as directed by the FF helpdesk in relation to a claim and also with regards to awful service when trying to get home from a cancelled EK flight from LHR. However, I notice that this email is not widely published or referred to above. It's been over a week without a response or call apart from the immediate auto-responder. Am I supposed to lodge via the web form?

While this is a valid address for our Customer Care team, emails received require some manual processing on our end and therefore can take a little longer to reply than usual.

Using the web form is preferred as you're able to enter the required details appropriate to your query by selecting a category and sub category, and subsequently it being addressed by the correct team once reviewed, investigated or escalated.

It also gives us an opportunity to effectively collate the information entered, and in return offer you acknowledgement that your correspondence has been received. This is very important for reporting purposes, and allows real time stats to be available to some of our operational areas for their reference.

Amongst other useful links, you'll also find this web form linked to our new Facebook tab launched today. We do appreciate comments and feedback, and hope this will encourage more people to reach out to us in a way that we can best respond.

Should you not have a reply by the end of next week, please send me a private message with your details so I can follow up for you.

 

[ashleyn]

Maybe mods can monitor this type of post from complete newbies, seems to perhaps be less than genuine ?

 

[Princess Fiona]

Maybe mods can monitor this type of post from complete newbies, seems to perhaps be less than genuine ?

I'm not so sure the problem is related to just newbies.
I submitted an email to QF some 10 days ago regarding my last trip to the UK ( no water for most of SYD-DXB, no breakfast, no IFE on return sector LHR-DXB amongst others).
The email was sent to customer care exec at the preferred email address listed in the initial apology email for the QF1 debacle.
Apart from the auto -response I'm still waiting

 

[ashleyn]

Your post has some substance unlike the post I was referring to. And BTW, that sounds like a horror trip ! Also at 3804 posts, you have significant credibility on this site, unlike a newbie poster whose first foray is a random whinge that just smacks of a spam post.

 

[Limewood]

And guess what we now have a Qantas contact sticky, now we "only" have 8 stickies, if this continues we'll have a page of stickies, personally I'd have them at botton of page if they all must be there.

 

[Mwenenzi]

Hi all,
As you'll see I'm a new member. I apologise as it is somewhat less than diplomatic to join when your first motive is 'to ask something of someone'. Hopefully my request is not that onerous however!

Given the title of the thread, am interested to know if my situation warrants a complaint to Qantas...or not?

Yes. And no matter what the outcome is with Qantas & Jetrats put in a formal written complaint to Airline Customer Advocate [Note the correct spelling of the 100% Qantas owned *** airline]

The Airline Customer Advocate (ACA) provides a free and independent service to eligible customers of major Australian airlines by facilitating the resolution of current unresolved complaints about airline services.

 

[Red Roo]

I'm not so sure the problem is related to just newbies.
I submitted an email to QF some 10 days ago regarding my last trip to the UK ( no water for most of SYD-DXB, no breakfast, no IFE on return sector LHR-DXB amongst others).
The email was sent to customer care exec at the preferred email address listed in the initial apology email for the QF1 debacle.
Apart from the auto -response I'm still waiting

I can confirm that your email has been received by our Customer Care team and is being reviewed by the same Executive that originally got in touch with you. They will call you with an update soon. Thanks for your patience during this time.

 

[Mwenenzi]

I can confirm that your email has been received by our Customer Care team and is being reviewed by the same Executive that originally got in touch with you. They will call you with an update soon. Thanks for your patience during this time.

To me 10 days waiting for a reply to a premium passenger with Plat status is not "soon"

 

[RooFlyer]

Maybe mods can monitor this type of post from complete newbies, seems to perhaps be less than genuine ?

Which type of post? And why does it seem 'perhaps less than genuine' to you? Are 'perhaps less than genuine' posts from non newbies OK?

I'm sure mods do monitor posts; what would you have them do in this case? Delete it? Edit it?

Just ask'n.

 

[Princess Fiona]

I can confirm that your email has been received by our Customer Care team and is being reviewed by the same Executive that originally got in touch with you. They will call you with an update soon. Thanks for your patience during this time.

Thanks Red Roo, good to be kept in the loop

 

[MrHanky]

Another dissatisfying Qantas experience here.

My in-laws visited Australia (from Canada) for Christmas in Dec 2011/Jan 2012 and flew with Qantas for their trip here, home, and all of their domestic flights around Australia through their stay (MEL-SYD-BNE-CNS-MEL).

My partner and I being active QFF members, asked them to join QFF to accrue points and, should they not have a use for them, they could always transfer them to us where we could put them to good use. Each of them accrued points to the tune of some ~23k.

Recently we asked him to transfer the points to us, to find out that they expired in on 31st July :O - all of us completely unaware of the 18 month expiry for inactivity (if we were, we would have transferred them to us sooner!)... So my father in-law sent an email to frequent_flyer at qantas.com.au and they helpfully offered ways to find missing activity before the expiry date -- as it turns out, he had stayed at the Marriot hotel in July and the points for this stay had not been credited to his QFF account.

QFF rep asked him to contact the Marriot hotel and chase up the credit, their response was "too late -- too bad", and now Qantas have basically said the same thing.

I have to be honest, we didn't know about the 18 month expiry, but the fact is that despite that, it just so happens that he would have qualified for some earning activity within that timeframe anyway, and Qantas don't seem to give a ****. 23k is not a lot of points, I know, but my partner and I are planning a trip using OWAs next year and these would certainly make a difference; they were earned fair and square flying Qantas metal!

/end rant.

I realise there's probably not much that can be done from these forums, but any suggestions that people might have would be greatly appreciated!

 

[mannej]

In all honesty they did offer a solution, it was the Marriott who didn't come to the party.
This topic does come up very often...

 

[Katy]

A slight segue but I didn't think it was worth making a new topic; has anyone had issues with response times to feedback of late? I sent through some feedback over a month ago about a couple of flights I had recently and haven't heard anything other than the auto-response about getting back to me in 15 business days. I followed up with a second email after 16 business days but still only have the auto-response.

 

[roncritch]

I sent some good feedback earlier in the year which was never acknowledged apart from the auto-response.

 

[OATEK]

I always get prompt feedback - it goes something like this: Clear your cache and try again!!!!!!!!!!!!!

After all it couldn't be their fault! But that is for the website generally, not feedback specific to flights/service.