Qantas Customer Care Service

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parksie

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Sep 16, 2008
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Just to let everyone know i have been on hold with Qantas customer care from 9am this morning and I am still on hold.

It is now 2 hours and 53 minutes since my call was registered.

Keep you posted!
 
I know that is not funny but it is a tad ridiculous. Apologies for having a small laugh at your expense. What are you calling for?
 
I know that is not funny but it is a tad ridiculous. Apologies for having a small laugh at your expense. What are you calling for?

Latest update - now 3 hours and 18 minutes!

I sent an email of complaint last Wednesday to CCEXEC@.... to complain about the fact that Qantas refuses to move our FF seats Syd - Lon from Wed 21st Dec to any day before within a 5 day date range e.g. from Friday 16th we can fly.

I started asking Qantas FF for assistance over 8 weeks ago and have so far got absolutely nowhere.

I am calling to ask why I have not received any form of reply - even an acknowledgement that my email has been received.
 
Latest update - now 3 hours and 18 minutes!

I sent an email of complaint last Wednesday to CCEXEC@.... to complain about the fact that Qantas refuses to move our FF seats Syd - Lon from Wed 21st Dec to any day before within a 5 day date range e.g. from Friday 16th we can fly.

I started asking Qantas FF for assistance over 8 weeks ago and have so far got absolutely nowhere.

I am calling to ask why I have not received any form of reply - even an acknowledgement that my email has been received.

You sure the call hasn't been lost in the queue? i would have given up after 10 minutes...

i'm curious, you are complaining they won't move an award flight? perhaps there is no availability on those dates?
 
That is one of the busiest travel periods in the year, done a couple of availability checks and can only find Y, B, and H availability so I assume there will be no award availability.

What is your status with QF?
 
You sure the call hasn't been lost in the queue? i would have given up after 10 minutes...

i'm curious, you are complaining they won't move an award flight? perhaps there is no availability on those dates?

I actually rang Qantas Mascot reception twice and was advised they were busy!

I can still hear the dulcet tones of "I still call Australia Home" on speaker.

Yes you are right - they say they have no seats.
 
That is one of the busiest travel periods in the year, done a couple of availability checks and can only find Y, B, and H availability so I assume there will be no award availability.

What is your status with QF?

Platinum.

The issue for me is that 8 weeks ago there were plenty of paid seats.

All we wanted to do was release 4 from the Wednesday to any day from 5 days previous.

Qantas is holding SING - LONDON on Mon 19th so all we have to do is get to Singapore.
 
I actually rang Qantas Mascot reception twice and was advised they were busy!

I can still hear the dulcet tones of "I still call Australia Home" on speaker.

Yes you are right - they say they have no seats.

Isn't the call centre in Camberwell Victoria though??

So if there are no seats available, why complain? what are you hoping to achieve?
 
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Isn't the call centre in Camberwell Victoria though??

So if there are no seats available, why complain? what are you hoping to achieve?

Hi,

We will I want 4 seats out of Sydney earlier than the 21st Dec.

Thats all I want.
 
Am i right in thinking you booked some seats on a set date, and you now want to change them to a day where there is no avails, and you want Qantas to just change them because you said so?
 
Just to let everyone know i have been on hold with Qantas customer care from 9am this morning and I am still on hold.

It is now 2 hours and 53 minutes since my call was registered.

Keep you posted!

That seems a bit extreme. The only thing I can think of that could be the cause would be the UK immigration strike. With lots of passengers changing their bookings.

For some companies I know, queueing for anything over 90 seconds is considered very bad.
 
That seems a bit extreme. The only thing I can think of that could be the cause would be the UK immigration strike. With lots of passengers changing their bookings.

For some companies I know, queueing for anything over 90 seconds is considered very bad.

If it was the normal call centre it wouldn't be that long considering he is a WP. For anything else, didn't think they had phone numbers for them.
 
Am i right in thinking you booked some seats on a set date, and you now want to change them to a day where there is no avails, and you want Qantas to just change them because you said so?

Hi,

What I would have liked would have been for Qantas to change the seats 8 weeks ago when there were still plenty of seats left to be sold.

Now that it is 3 weeks till we leave it is much harder.

So yes, I do want them to change the seats.

They own the seats, they own the airline.

They can sell our 4 seats on the Wed 21st in a flash and give us another 4 seats on either Thurs 15th, Fri 16, Sat 17th, Sun 18th or Mon 19th Dec.

I don't see it as being that hard.
 
As others have said, if seats are unavailable, none will be released. So you cant get blood out of a stone.
As far as waiting three hours I think the assumption should be made that the call is lost in the network, and you should ring back.
 
Hi,

What I would have liked would have been for Qantas to change the seats 8 weeks ago when there were still plenty of seats left to be sold.

Now that it is 3 weeks till we leave it is much harder.

So yes, I do want them to change the seats.

They own the seats, they own the airline.

They can sell our 4 seats on the Wed 21st in a flash and give us another 4 seats on either Thurs 15th, Fri 16, Sat 17th, Sun 18th or Mon 19th Dec.

I don't see it as being that hard.

but were seats available inn the bucket you purchased, or were they award flights - you still haven't explained.

8 week ago there may not have been seats in the same bucket so you would have been out of luck there too.

and again, if no seats are available on those dates, how do you expect them to give them to you?

It all doesn't add up here.
 
but were seats available inn the bucket you purchased, or were they award flights - you still haven't explained.

8 week ago there may not have been seats in the same bucket so you would have been out of luck there too.

and again, if no seats are available on those dates, how do you expect them to give them to you?

It all doesn't add up here.

Hi,

Yes they were award seats.

Apparently the load manager was contacted and they would not change the seats because they were selling too fast.
 
Am i right in thinking you booked some seats on a set date, and you now want to change them to a day where there is no avails, and you want Qantas to just change them because you said so?
I am having trouble figuring out if the OP just wants to follow up on a complaint, or if he/she wants to ask QF yet one more time to change their flights.

If it's the latter then they may as well give up. If they couldn't do it 8 weeks ago the chances are even slimmer now.

If they just want a response to a complaint then yeah, sure, keep waiting on hold I guess?

Also, I don't know how QF should respond to this complaint other than "we'll pass on your feedback regarding availability of award flights".

My spidey senses tell me this is a case of customer wanting something they were never promised, and they plan on making life miserable for a whole bunch of support staff until they get it.
 
Hi,

Yes they were award seats.

Apparently the load manager was contacted and they would not change the seats because they were selling too fast.

i've never heard of that happening before - if there was availability (for 4 seats) then you'd pay the change fee and they would be moved. I'm not even sure what a load manager is in that context - generally they are the ones that load an aircraft up.
 
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