Qantas Customer Service - great experience.

[MAX_1]

During the next 7 days , I have 12 flights (BNE-MEL-BNE) booked for various staff members with Qanatas.
We had a couple of last minute problems and needed assistance from Customer service.

I wish to acknowledge a QC "dragon" from Hobart called Merrin, who gave me very efficient service, yet in a friendly, sincere and willing manner.

Well done Merrin.

 

[pauly7]

During the next 7 days , I have 12 flights (BNE-MEL-BNE) booked for various staff members with Qanatas.
We had a couple of last minute problems and needed assistance from Customer service.

I wish to acknowledge a QC "dragon" from Hobart called Merrin, who gave me very efficient service, yet in a friendly, sincere and willing manner.

Well done Merrin.

Thanks for sharing

Suggest you email or call QF with your positive feedback they really appreciate it and actively reward
staff via this means too.

 

[mannej]

During the next 7 days , I have 12 flights (BNE-MEL-BNE) booked for various staff members with Qanatas.
We had a couple of last minute problems and needed assistance from Customer service.

I wish to acknowledge a QC "dragon" from Hobart called Merrin, who gave me very efficient service, yet in a friendly, sincere and willing manner.

Well done Merrin.

I do suggest getting in touch with QF about your experience. I have done in the past, and it has resulted in the staff member in question being nominated for an award.

 

[TonyHancock]

Rather than start a new thread I thought I would post here, even though half of my post is sort of off topic!!

Last night I experienced the two sides of QF customer service. I was attempting to change my seat after an upgrade to J. I had already checked in with the allocated seat, in J, but some hours later I noticed a more preferable seat had become available. I finished up without a seat allocation showing in my booking at all. Probably all of my own doing.

I rang QF and after a brief chat with a CSA was put through to a "new department" dealing with seat allocation. The CSA in this department couldn't see my seat selection either, and set about trying to sort things out. We got disconnected, probably my incompetence with my iPhone!!

I called back and explained what was going on to a different CSA who told me that I might be upgraded to business and it wasn't showing yet! I already knew I had been upgraded and it was showing and explained the situation again. After a brief pause the CSA told me there was nothing that could be done I would have to sort it out at the check in desk.

"Are you on the premium desk?" I asked, the response was no.....but "they wouldn't be able to help either". I asked to be put through anyway and apologised for causing any inconvenience. Apparently the premium desk was closed. So that was that.

A few seconds later the CSA from the "new department" dealing with seat selection called back and had sorted everything out. I was now in my preferred seat.

So in the space of about 30 minutes I dealt with a CSA who went out of her way to help me and a CSA that really couldn't give a stuff. The sublime to the ridiculous.

This inconsistency is a real problem at QF. It is a shame because good CSA's can make all the difference.

As a footnote to this story my check in in the F Suite at Melbourne was quick, and fun.(Yes fun!) The staff (four of them) had good senses of humour, were efficient, very helpful and made me feel valued.

(The eggs benedict with smoked salmon in the F lounge was most satisfying too! )

 

[Taezar]

I had such a cute experience flying down with QF on Thursday morning. I must have looked like absolute cough on a stick, because when I asked for some extra tea, the cabin crew member brought me back a pillow and a blanket as well as my tea. She said I looked a little cold and sleepy.
So cute! Mind you I was thinking "WTF? I asked for tea not a blanket!"
Taez
PS. I also did a phoster of my view out the window... you can see it here.

 

[pauly7]

I'll join in!

Left my laptop on a Mel-Syd flight and only realized when I got home.

Cue panicked phone call to QF who calmed me down, identified the plane and had it checked (at this point it was in Adelaide!!). QF staff recovered it, had it sent to Sydney and held for me at the Business lounge as I was flying the next day.

Needless to say I took names and wrote a very nice letter, hope the staff involved get an award

 

[samiam]

Posted elsewhere, repeated here when thread discovered!

QF768 MEL-PER yesterday.

The FA heading up the main cabin was strolling around with the manifest whispering in paxs' ears.

My turn came around- greeted by name and asked if I would like a set of noise cancelling headphones. I declined as have my own. Was asked if there was anything else I would like- there wasn't.

Having read other threads on AFF, I enquired of Lillian whether this was something 'new', something that Qantas had recently reminded staff about, or something that she did specifically.

She replied with "we're all supposed to do this" and "it's more likely on East/West trips, as there is more time compared with shorter flights".

I let her know that this was the first time in 24 months it had ever happened for me East/West (about 30 return trips)- she was surprised.

I'll feed this good performance back to QF- whilst another example of consistent inconsistency, the personal attention gave me a warm fuzzy feeling, and I can only imagine the goodwill a simple act such as this would generate for QF if it, along with other such matters raised in other threads, were implemented (and dare I say, audited!)

 

[fjc]

I'll also join in on this thread. Last night, Qantas were able to move my bag from a flight I had already checked in on to an earlier flight. And this was within 30 minutes of the earlier plane leaving. By the time I got to the new lounge, there was a message to save it had been moved. I was very impressed at their efficiency.

This doesn't sound like very much, but I had to make an inter-city train connection in Sydney, which if I hadn't made it (a possibility on the later flight) I would have arrived home at about 1am.

I will duly compliment Qantas.

 

[MelUser]

I flew last week SYD to MEL with checked luggage.

Asked at the lounge if I could be put on an earlier flight.

They said no because it was to much work to retrieve bags and retag them for earlier flight.

 

[nlagalle]

I'll also join in on this thread. Last night, Qantas were able to move my bag from a flight I had already checked in on to an earlier flight. And this was within 30 minutes of the earlier plane leaving. By the time I got to the new lounge, there was a message to save it had been moved. I was very impressed at their efficiency.

This doesn't sound like very much, but I had to make an inter-city train connection in Sydney, which if I hadn't made it (a possibility on the later flight) I would have arrived home at about 1am.

I will duly compliment Qantas.

were you using NGCI tags? Just curious as I have never seen them move you if you have bags..

 

[fjc]

Yes, I had NGCI tags. Also, I'm a QP member, so that may have helped. And - I was very polite, smiling etc when I made my request - was quite ready to be told "No".

I would think that the NGCI tags (which have RFID tags embedded) would allow them to scan over the pile of bags, looking for my particular code, then drag it out. That part is easy. However, to move it to another plane means that someone has to physically carry it to a different queue / location etc and that is what impressed me - that Qantas would take the time to do that to put it onto a 30 minute earlier plane (but which meant that I caught the Newcastle train).

 

[nlagalle]

Yes, I had NGCI tags. Also, I'm a QP member, so that may have helped. And - I was very polite, smiling etc when I made my request - was quite ready to be told "No".

I would think that the NGCI tags (which have RFID tags embedded) would allow them to scan over the pile of bags, looking for my particular code, then drag it out. That part is easy. However, to move it to another plane means that someone has to physically carry it to a different queue / location etc and that is what impressed me - that Qantas would take the time to do that to put it onto a 30 minute earlier plane (but which meant that I caught the Newcastle train).

Perhaps that is why they could move your bags... Of course that is pure speculation, but if correct, and they can actually move your bags that is a pretty good feature...

 

[TonyHancock]

I have done my fair share of Qantas bashing over their customer service here on AFF, but I am pleased to be able to report my SYD-PVG-SYD experiences were very good. I was in Y for both flights and whilst all of my interactions with the FA's were good, I received very, very good customer service from two in particular...one on each flight. There was a level of engagement that I had not experienced for a long time, other than in F, on QF international. I do hope this is the future with QF now.