Qantas customer care - doesn't

[openseat]

I know this isn't about Qantas, but thought I would quickly share my experience dealing with Sydney Trains customer care the other day - what a contrast to some of the experiences posted here! I submitted feedback the other day about an issue with NSW TrainLink and got a call back the following day. The man on the phone did his best to answer my concerns and was very happy to listen to my suggestions for improving their service in the future. I felt like he genuinely cared about my feedback and that something might actually be done to put some of my suggestions into action.

Now, if only Qantas was like this!!

Gasp!! A government agency offered better customer service than an oligarchic Australian company. Who would have thought ?!?!

 

[Flying mermaid]

My gut feeling (which I have absolutely no factual stats to back up), is that Qantas has lifted its game in trying to listen to issues. Not so sure about follow through though. When it is a big enough issue e.g. Cafe breakfast, changes happen. What about PB and the like.

One experience of mine - booked a Qantas codeshare in F to Nairobi last year (paid). Expected o get a First Host in Sydney even though I was flying Emirates metal. Didn't and ended up talking to Lesley Grant about it and some other issues. Was also a happy camper at the end of it, as I felt I had been listened to. We agreed that the First Host was a difficult issue and it came down to managing expectations. Qantas website should state that the First Host was only available on Qantas operated flights.

As I said pretty happy at the outcome - 6 months later though no change to website that I can see..... So yes people are listening and soothing, but is anything changing?

 

[RooFlyer]

When I had a major issue after a QF flight (intl) and got fobbed off by Customer Care, I phoned QF corporate in Sydney for the name and number of someone senior in Tas to speak to. A day or so later I got a call from the State Manager; we met, discussed the issue and he investigated.

He was ( or convincingly seemed) genuinely interested in the feedback. He sent the issue across to the relevant department exec, and showed me the response, which included words to the effect ' thanks - we weren't aware that this was happening.'

I think everyone happy with the outcome.

Moral for me: don't put up with being fobbed off. Go personal, fair, friendly, and as high in the organisation as you can manage to get.

 

[JohnK]

Not happy, I now agree with the sentiment here that QF customer care don't care!

Don't blame Qantas. Every company is the same. We are at fault. We have accepted poor service levels for many years.

 

[RooFlyer]

Don't blame Qantas. Every company is the same. We are at fault. We have accepted poor service levels for many years.

Not me. Firm, polite, brief, factual and bypass the call centres if you can; perseverance if required.

I'm pretty sure many companies now log me as 'grumpy old codger' but I seem to get a better experience.

 

[clazman]

'grumpy old codger'

Works for me ...... never give in

 

[Melburnian1]

I know it's a generalisation but while I would never suggest that we adopt everything that the USA does (its legal system has many undesirable features, but unfortunately we are adopting its strategies such as 'class actions'), it seems to me that (North) Americans (USA not Canada!) "know" how to complain whereas (particularly with airlines) Australians just 'accept it' (or grumble into their Corn Flakes but take it no further.)

I agree: while it may not apply to AFFers such as JohnK (or I hope to me), many Australians have only themselves to blame for how poor the 'service' is in Australia.

 

[Flying mermaid]

You are probably right, but like many Australians (and Poms), I was brought up to be nice and not demanding or arrogant. Also (going by reports on here), people do complain a lot to Customer care and on the whole just get fobbed off. In order to get somewhere you have to spend a whole lot of your time and probably get quite stressed (I would anyway). So on the whole I think what suits me is to passively complain by moving on to another airline.

 

[maninblack]

So on the whole I think what suits me is to passively complain by moving on to another airline.

Passive? Nothing could be more active. Probably the ultimate failure for any business is when the lose a customer.