Qantas Customer Care Service

[Mollycram]

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.

If it's any consolation, I am still waiting to hear back from Customer Care after asking them how I could get reimbursement for hotel and taxi after they cancelled our last flight out of Sydney on the 16th of October..... No response so sent another email to ccexec.....no response. Ended up PMing Red Roo last week for assistance. Hopefully at some point I will be repaid the money I had to fork out.....

 

[wilco]

Well thank you Wilco & Reductionist, I do appreciate your input, however, not your comments about my attitude and behaviour towards Qantas staff which is completely untrue and uninformed.

I have never once demanded any change - it has always been politely requested and that is my right as a regular customer with Qantas.

The truth is, all I actually want for my family is to get them to London earlier - it has nothing at all to do with demanding anything, and BTW I don't want Qantas to do anything other than to try and change our dates of travel.

My main issue (and therefore the subsequent complaint to Qantas) was that this first enquiry started around 10 weeks ago and I feel at that time they could have changed the seats as there were many available.

With regards to Wilco's comment;

It never hurts to ask, but from reading your post, it seems like you have asked several times over several weeks and im not sure how many times you need to be told "NO". Further to that, I read your posts as being exceptionally demanding and impolite despite your assertions to the contrary.

For your reference each time I called to speak to Qantas Platinum I was advised to call back in another weeks time to check if the situation has changed. Which I always did to ensure I could try and secure the earlier flights.

If the Qantas staff had the same attitude as you i.e. "how many more times do I have to be told no" then I wouldn't fly them at all.

In addition I really have no idea how you have found my posts to be "exceptionally demanding and impolite" despite my assertions to the contrary

I really quite surprised by your comments made and quite upset to read these.

If I've offended you, then im happy to apologise, but this reply is completely different to your previous ones. In earlier posts you came across as quite demanding and rude with comments like the ones I referred to above.

You have explained the situation a little more clearly now, but I still dont think you have a leg to stand on.
Qantas FF or customer care really cant help you either as award availability is limited at the best of times, let alone around Christmas and let alone for 4 seats. Expecting to be able to date change at such sort notice is also, IMO, unrealistic.

It now appears that Qantas were telling you to call back regularly to check on availability, which you seem to have done, but unfortunately the answer always came back that no seats were available. IF an award flight was cancelled by someone, the seats would not necessarily be returned to award inventory in any case, so whilst I appreciate your persistence (and as you so rightly point out, there is nothing wrong with it), I dont see how you can be upset about this.
You keep saying that "I don't want Qantas to do anything other than to try and change our dates of travel", but it seems that they have and if seats were available, Qantas would have changed them for you, but they are not, so i'm at a loss as to what exactly you want them to do?? They will not and cannot change availability 1 week or 10 weeks out, to suit you.

Like i said, if i've offended you, i apologise, but im just highlighting to you how your posting came across from a different point of view and i just dont see what you have to be upset about. You tried, Qantas tried, but sadly it was all to no avail. I think you have done well to get the 4 seats in the first place, and not that I understand your predicament, but I fail to see what difference 1 to 5 days make, but having said that, im sure you have your reasons. If the flights are no longer appropriate, cancel them and perhaps make use of some of the suggestions other members have posted.

good luck with with your travels.

 

[straitman]

If it's any consolation, I am still waiting to hear back from Customer Care after asking them how I could get reimbursement for hotel and taxi after they cancelled our last flight out of Sydney on the 16th of October..... No response so sent another email to ccexec.....no response. Ended up PMing Red Roo last week for assistance. Hopefully at some point I will be repaid the money I had to fork out.....

Have you filled in the claim form on the web site?

I did this and not all fell into place within a couple of days.

 

[wilco]

I did this and not all fell into place within a couple of days.

Huh? that doesnt sound promising!!

 

[Mollycram]

Have you filled in the claim form on the web site?

I did this and not all fell into place within a couple of days.

The only claim forms that I have been able to find either relate to the Chile volcano or the grounding....mine was due to neither. If there is another form, do you have any ides where it is on their website?

 

[medhead]

Well I can see the OPs point. They have 4 award seats. At face value it shouldn't make any difference if the swapped 4 earlier cash seats for those awards and sell those cash seats on the current award flight.

But then I can also see that they might not do that if they could sell them at full Y price on the earlier vs some discount price on the later award flight.


Sent from my iPhone using Aust Freq Fly app so please excuse the lack of links.

 

[TonyHancock]

Am I losing my marbles or has the QF Customer Care Feedback form been kidnapped? I can't find it.

 

[TheInsider]

Am I losing my marbles or has the QF Customer Care Feedback form been kidnapped? I can't find it.

Customer Care Feedback Form

Which is under this link: Qantas Customer Care | Share your concerns, compliments and feedback But under the 'email' text.

 

[TonyHancock]

Customer Care Feedback Form

Which is under this link: Qantas Customer Care | Share your concerns, compliments and feedback But under the 'email' text.

Thank you kindly.

 

[straitman]

Am I losing my marbles or has the QF Customer Care Feedback form been kidnapped? I can't find it.

Tony,

What is the relationship between you not finding the form and you losing your marbles. I thought they were exclusive. :shock: