Qantas Customer Service

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jarman6

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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...
 
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Hello and Happy New Year to All!

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...
You are not being overly sensitive IMHO.

Getting Qantas to respond appropriately is like kicking an Elephant and expecting a proper reaction.

They just don't seem to realize that if they addressed problems the first time that the list of issues would actually get smaller.

Have you tried:
www.qantas.com/yourexperiencewithqantas

I normally get a pretty reasonable reaction when I send feedback via this link.
 
You are not being overly sensitive IMHO.

Getting Qantas to respond appropriately is like kicking an Elephant and expecting a proper reaction.

They just don't seem to realize that if they addressed problems the first time that the list of issues would actually get smaller.

Have you tried:

I normally get a pretty reasonable reaction when I send feedback via this link.

Thanks Straitman. Appreciate the link but have use that twice to have never had a response...

The fact that I phoned them Wednesday to talk them through this and be promised a call back within 24 hours just makes things worse.
As you say, could have been solved earlier......

Thank you for your email which has been forwarded to a consultant at The Qantas Club and Frequent Flyer Service Centre.
We will action your request as soon as possible. If you need urgent assistance, call us on 13 11 31 (8am to 7pm AEST/AEDT Monday to Friday) and quote reference SR 1-681237490 . If you are calling from outside Australia, please call the contact number for your region.
Qantas Frequent Flyers can Claim Missing Points, update personal details, request a new PIN and lots more at qantas.com. To find out how you can manage your Frequent Flyer account online, visit qantas.com today.
This auto acknowledgement email is for notification purposes only and should not be replied to.
The Qantas Club and Frequent Flyer Service Centre.


 
I have experienced similar issues with responses from QF. I am still awaiting a response, other than 'We received your correspondence and are looking into it', from a complaint I made in August. (I have followed up twice.)

It is, not the only, but the main reason I am switching a fair proportion of my flying away from QF. I have found service with VA a different story altogether.

Sadly management at QF do not seem to realize that half decent customer service can sometimes be better than bottles of wine, extra points, and a flight voucher. :-|
 
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...


I don't know if you use Twitter, but I've had lots of positive experiences using it to communicate with airlines & hotels. I'd suggest that you sign up for an account and send a public message about what is going on. You need to do it in 140 characters or less but after doing so, I'd expect you to get a response. You can also direct message them. Just make sure to include @QHCustomercare and @QantasAirways in your message so they see it.
 
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?

Hi

Does this mean that you received no food at all on the LAX-SYD leg, or was it Y food in J cabin?

What level of compensation would you be happy with?

Hayden
 
Hi

Does this mean that you received no food at all on the LAX-SYD leg, or was it Y food in J cabin?

What level of compensation would you be happy with?

Hayden

Hi Hayden

Qantas provided nuts and a $50 voucher for the terminal food prior to boarding. Initially, I was looking for a refund of the points given it was not a J class experience. However, now, I would be happy if Qantas just called me back......
 
Hi Hayden

Qantas provided nuts and a $50 voucher for the terminal food prior to boarding. Initially, I was looking for a refund of the points given it was not a J class experience. However, now, I would be happy if Qantas just called me back......

Wow, a 13 hour flight with no food just nuts? Thats crazy! I would def be wanting some form of compensation from that one.

Was there alcohol? Wonder the RSA rules would apply (do they apply in the sky?) i.e. there was no food to go with the alcohol and something happened, could QF be hung out to dry for irresponsible service of alcohol?
 
Hi Hayden

Qantas provided nuts and a $50 voucher for the terminal food prior to boarding. Initially, I was looking for a refund of the points given it was not a J class experience. However, now, I would be happy if Qantas just called me back......

Jarman6

Yes, been there a couple of times in recent years and you end up happy that they just call you back.... that's a fairly low bar QF Customer Service set for themselves now, isn't it?
I've lodged two complaints in past 2 years - QF have taken 6-8 weeks to respond each time :evil:

Paddy
 
Hi Hayden

Qantas provided nuts and a $50 voucher for the terminal food prior to boarding. Initially, I was looking for a refund of the points given it was not a J class experience. However, now, I would be happy if Qantas just called me back......

Was that just you or the whole plane?
 
What do you want from them? You had the J seat, so the full "J experience" except for the food that they couldn't serve. However, they gave you a $50 voucher so you could buy the food in LAX. On what basis should they refund the 45,000 points given that you had the J seat + a voucher?

Three friends of mine (experienced RTW flyers) were on the same flight in Y, and they reported that the call to the airport was very sudden. However, they weren't upset - just glad to get back to Australia.
 
What do you want from them? You had the J seat, so the full "J experience" except for the food that they couldn't serve. However, they gave you a $50 voucher so you could buy the food in LAX. On what basis should they refund the 45,000 points given that you had the J seat + a voucher?

Three friends of mine (experienced RTW flyers) were on the same flight in Y, and they reported that the call to the airport was very sudden. However, they weren't upset - just glad to get back to Australia.

Considering that many of us consider the catering and on-board service to be part of the J experience - it would certainly count as not receiving the full experience.

It's like on the DFW service where you have J service but might be in the F cabin - its the service that determines the experience - not simply the seat.

I'm sure the OP was happy to get home, but to be charged the full upgrade cost is a bit rich IMHO. An MCO would be in order here.
 
I often fly J, both LH and SH so know what the "J experience" is. However, if in the OPs situation, then I would have been quite happy with the result, especially as QF had to get the plane into the air so quickly. My friends said that they had settled into their hotel (provided at QFs expense) when the phone call came through to get to the airport.

IMHO, the OP had everything except the food. If I want good food, then I go to a good restaurant - I don't expect an airline to provide it. Provided that it's edible, then I'm happy.
 
What do you want from them?

I would like a response a little faster than six weeks.

Having you as a customer would be quite handy too! I could offer you a premium product and then supply you any old rubbish and you would be happy!!* :p

* No offence meant, in reality I would probably be just about OK with the upgrade to J and no food, I would not, and indeed am not, happy with a company that chooses to ignore me for six weeks.
 
Each to their own. If I were the OP I would feel a bit short-changed that having requested a 45K points upgrade to J, I didn't get a full upgrade to J ( seat and service).
I'm not looking for restaurant quality food on board but if told in advance there was no catering I would not expect QF to charge the full points upgrade amount.
QF have taken a long time to address the complaint raised by the OP and IMO I don't believe it's an unreasonable one.
 
You can't complain about the customer service, there isn't any. I'm yet to hear about a complaint I made 9 weeks & 3 days ago but who's counting. Actually I am. I just recently bought my first two return business class tickets with opposition. I used to be a very committed Qantas passenger. We'll see how VA does it.
 
I have no status currently with Qantas but next year will be aiming to become a self funded Platinum flyer.
Got Melbourne - Brisbane - HKG departing 1st January 2012
and planing on:
Townsville - Darwin
Bris-Syd- Auckland (LAN)
Brisbane- Mel- Syd- NAN
Next year...

Anyway, because I never seem to be able to online checkin for connecting International flights, I wrote a kind letter 48 hours ago to simply request an Aisle seat without having to pre-purchase for the International side.
Got the standard will endeavour to reply within 7-8 weeks due to heavy backlog in feedback

Surprisingly, Qantas replied at within 24 hours and selected me Exit row domestic seats and Aisle seats for International

So... seems like customer service can help with the minor requests pretty promptly.
 
I have experienced similar issues with responses from QF. I am still awaiting a response, other than 'We received your correspondence and are looking into it', from a complaint I made in August. (I have followed up twice.)

It is, not the only, but the main reason I am switching a fair proportion of my flying away from QF. I have found service with VA a different story altogether.

Sadly management at QF do not seem to realize that half decent customer service can sometimes be better than bottles of wine, extra points, and a flight voucher. :-|
My goodness that is a remotely serious post.;)

I sent a complaint some 2 years ago.Yet to be replied to.However what gets me is when you send in a compliment and still no answer.AA do this a lot better-you get a personalised email within 24 hours if a compliment-can take a week or two with a complaint but it does address the issues raised.On the last occasion was after a cancelled flight and our YUPP lost the last 3 letters.I complained though because mrsdrron and I couldn't be seated together.A full explanation was sent,I got 5000 miles which I hadn't asked for as flying Y all you lose is the cabin bonus which would have been 500 miles.But they also asked if mrsdrron had an Aadvantage account as she was travelling with her QFF number in the booking,when given she also got the 5000 miles.QF need to definitely put a lot of work into this and I fully agree with Tony's last paragraph.
 
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