Hello and Happy New Year to All!
Just looking for some advice and guidance with Qantas.
I have never been a complaining customer...... however I have raised an issue recently (November 4th) with Qantas via their online feedback form.
Essentially, I am contesting being charged the full 45,000 points for an upgrade from Economy to Business LAX to SYD. I was on the first QF12 out of LAX on the Sunday night when Qantas resumed flying. They did make me aware they didn't have time to organise food on check-in, but my thinking is then you can't charge the full 'fee', right?
I spoke to the QC regarding another matter several weeks later and checked in on the status of my complaint. They informed me that it was with Customer Relations and due to the heavy workload on the back of the Industrial Relations action would be dealt with in due course. Fair enough. Another call in December to be told the same thing.
Fast forward to Wednesday 28th December and QC forward my call to Customer Relations who inform me they have my feedback but I have been sent an apology letter (the same one everyone else go so no response to my email yet...) and a pass to the International First Class Lounge (I'm one world emerald so no use)
I am told they understand my frustration with no response to my two email to Qantas and my dissatisifcation with their offer and so would organise someone to call me back in 24 hours.... they go on to assure me this will happen even though I have not had a response since November 4th when I first emailed them.
Its now not about having part or the full amount of 45k points back, but just my annoyance that Qantas seem to general not care in responding to customers.
Am I being overly sensitive in light of their large customer workload post Industrial Action? Is there any other way of contacting Qantas other than the standard email or Customer Relations email?
your help is appreciated...
Just looking for some advice and guidance with Qantas.
I have never been a complaining customer...... however I have raised an issue recently (November 4th) with Qantas via their online feedback form.
Essentially, I am contesting being charged the full 45,000 points for an upgrade from Economy to Business LAX to SYD. I was on the first QF12 out of LAX on the Sunday night when Qantas resumed flying. They did make me aware they didn't have time to organise food on check-in, but my thinking is then you can't charge the full 'fee', right?
I spoke to the QC regarding another matter several weeks later and checked in on the status of my complaint. They informed me that it was with Customer Relations and due to the heavy workload on the back of the Industrial Relations action would be dealt with in due course. Fair enough. Another call in December to be told the same thing.
Fast forward to Wednesday 28th December and QC forward my call to Customer Relations who inform me they have my feedback but I have been sent an apology letter (the same one everyone else go so no response to my email yet...) and a pass to the International First Class Lounge (I'm one world emerald so no use)
I am told they understand my frustration with no response to my two email to Qantas and my dissatisifcation with their offer and so would organise someone to call me back in 24 hours.... they go on to assure me this will happen even though I have not had a response since November 4th when I first emailed them.
Its now not about having part or the full amount of 45k points back, but just my annoyance that Qantas seem to general not care in responding to customers.
Am I being overly sensitive in light of their large customer workload post Industrial Action? Is there any other way of contacting Qantas other than the standard email or Customer Relations email?
your help is appreciated...