Qantas Customer Service

[nowmedia]

Was it an award booking or a points plus pay? Award bookings are never upgradeable, I believe, regardless of fare class.

Points plus pay. And I was very careful checking the upgrade option. Sadly I didn't take a screen grab at the time so it's my word against theirs.

 

[medhead]

Points plus pay. And I was very careful checking the upgrade option. Sadly I didn't take a screen grab at the time so it's my word against theirs.

Just check the fare class? N,O,Q and E (maybe S as well) are non upgradable, anything else should be ok.

 

[hotanddusty]

Is there any point in complaining when there is no one there to deal with your issue. I too have sent in a complaint (or winging about the destruction of my suit case from Karratha to Perth on more than one occasion) and had nothing back, but then that should be expected now that the line has been drawn in the sand and the hard nose attitude has come out from the management. Even complements of the great service they still provide don't get acknowledged any more. So let's all just sit back and see where it all ends and hope the flying kangaroo returns to its former glory.

 

[MEL_Traveller]

Is there any point in complaining when there is no one there to deal with your issue. I too have sent in a complaint (or winging about the destruction of my suit case from Karratha to Perth on more than one occasion) and had nothing back, but then that should be expected now that the line has been drawn in the sand and the hard nose attitude has come out from the management. Even complements of the great service they still provide don't get acknowledged any more. So let's all just sit back and see where it all ends and hope the flying kangaroo returns to its former glory.

just out of interest... did you fill out a baggage damage report at the airport after the flight?

 

[jarman6]

But wait! 2 weeks on from the promise of a reinstatement of points.... still no points. So I emailed them last Friday (6 days ago) to follow up. No response.....

That's better......

 

[Vinny]

I recently received a voucher which was promised for compensation for an incident 18 months ago. It only took about five reminders.

The good news it can be used on any OW marketed and operated fight. And it will be.

 

[Blackadder]

Very happy with the Customer service from the WP desk, called the other day and spoke to Ken regarding re-instating a cancelled booking.
After a few minutes on hold while he checked how far along the process of issuing the credit voucher they were, he came back apologizing for the wait and said it can be re-instated just with two payments of $40.00, and then asked for my ok to do so (which naturally I gave).
A very happy and helpful QF staffer.

 

[pagingjoan]

I had an excellent Customer Service experience a week or so ago, also - through the telephone channel. Admittedly, it did take some persistence.

Had happened upon a good JASA, LAX to MEL. Something around 130K, so not quite the Classic rate but, with earned points and no additional taxes etc, it suited my needs at the time. Of course, all other flights in the same period were in the 800K plus category, so I moved quickly to take advantage of the offering.

Right through to the Confirmation screen of the booking - then Nothing!
Started over. Same outcome.

Several calls to QF in trying to establish whether the seats were still available or not, with varying responses. Eventually talked to a helpful operator, who told me that she could not complete the booking but she could cancel the stalled booking and release the seat back into the system. This, she did. Tried again for the same booking, on a different computer system. Same result.

Another two calls to QF but eventually I found another helpful operator who agreed to make the booking for me - after trying to persuade me to switch to a Classic Award, that is.

For a modest fee, the booking was made by the operator, on the 380. and with seat allocation in Emerald City.
Thank you, Qantas!

 

[auspal]

Maybe I will persist again with my unanswered complaint.

 

[Julesmac]

I had an excellent Customer Service experience a week or so ago, also - through the telephone channel. Admittedly, it did take some persistence.

Had happened upon a good JASA, LAX to MEL. Something around 130K, so not quite the Classic rate but, with earned points and no additional taxes etc, it suited my needs at the time. Of course, all other flights in the same period were in the 800K plus category, so I moved quickly to take advantage of the offering.

Right through to the Confirmation screen of the booking - then Nothing!
Started over. Same outcome.

Several calls to QF in trying to establish whether the seats were still available or not, with varying responses. Eventually talked to a helpful operator, who told me that she could not complete the booking but she could cancel the stalled booking and release the seat back into the system. This, she did. Tried again for the same booking, on a different computer system. Same result.

Another two calls to QF but eventually I found another helpful operator who agreed to make the booking for me - after trying to persuade me to switch to a Classic Award, that is.

For a modest fee, the booking was made by the operator, on the 380. and with seat allocation in Emerald City.
Thank you, Qantas!

Seems to me that Qantas could gain some valuable feedback via this post on the subject of customer service; both positive and negative comments have been made. How often does Red Roo (sorry can't recall if there are other 'insiders' who subscribe to AFF) scroll through? This is such an invaluable resource and so many members are constant and very experienced travellers that their comments are extremely valid. It's surely free market research - or maybe Qantas prefers not to listen.......

 

[TheInsider]

- or maybe Qantas prefers not to listen.......

I would agree. Just like they don't listen to their staff either.

 

[ozbeachbabe]

Another two calls to QF but eventually I found another helpful operator who agreed to make the booking for me - after trying to persuade me to switch to a Classic Award, that is.

For a modest fee, the booking was made by the operator, on the 380. and with seat allocation in Emerald City.
Thank you, Qantas!

What is it about res & how they always want to convert you to a (non SC & points earning) Classic Award? You'd think they earn a commission on it (I'm quite certain they don't). I really think that classic award are their comfort zone & an ASA is just too hard basket material.

I would agree. Just like they don't listen to their staff either.

QF Management could save themselves a world of hurt if they actually asked frontline staff & listened to what they had to say before making any changes. A classic example is when they changed the baggage allowance on 01 Jun for PS/QP/SG pax from multiple pieces up to a total weight of 33 kgs (eg 3 bags @ 11 kgs) to a mindnumbingly stupid 1 piece at 32 kgs.

Blind Freddie could see that was going to be a huge problem for these pax who have travelled with the same amount of baggage for 20 years & overnight suddenly had to pay $30.00 excess for the first time in their lives. These pax include FIFO workers with a 15 kilo tool bag & 15 kg suitcase of clothes, anyone with a set of golf clubs & a suitcase, fishing rod and a suitcase etc etc.

Some twit (beancounter with zero experience in aviation) probably assumed that they were going to rake in the excess & people would just blindly pay the money. Well thanks to DJ's status match, as a result of that 'enchancement' these pax flocked to DJ who welcomed them with open arms. IMHO QF would make less from these $30.00 charges here and there than when they charged excess @ $10.00 per kilo under the system in place up to 31 May 2011.

Predictably scores of PS/QP/SG pax complained to QF about the change who reviewed the system & changed the allowance for SG's only to 2 pieces @ 23 kgs when travelling Y & 2 @ 32 kgs when travelling J. PS & QP are still stuck with the 1 @ 32 kgs allowance.

Even with the change SG's are now conditioned in to having a 32 kg suitcase being allowed, so pack accordingly only to now find that if their bag is over 23 kgs they are getting slugged a heavy charge of $20.00 which confuses the hell out of them because the goal posts keep moving.

 

[anchew]

So if I get this right. When flying Y:

PS gets 1 bag at 32kg.
SG gets 2 bags at 23kg each.

But if an SG rocks up to the airport with a bag weighing 30kg, the SG will be slugged with an excess baggage fee but a PS with the same bag would pay no excess baggage fee. So in this scenario, having a higher status makes one actually worse off. :shock:

There's something really wrong with that.

 

[Must...Fly!]

Welcome to the wonderful world of idiotic customer management.

If all you need is a business degree, QF should hire me in about 12 months and I'll have you all on speed dial to work out the issues and make QF a real service airline that listens again.

 

[ozbeachbabe]

So if I get this right. When flying Y:

PS gets 1 bag at 32kg.
SG gets 2 bags at 23kg each.

But if an SG rocks up to the airport with a bag weighing 30kg, the SG will be slugged with an excess baggage fee but a PS with the same bag would pay no excess baggage fee. So in this scenario, having a higher status makes one actually worse off. :shock:

There's something really wrong with that.

Exactly! Then if you are a PS travelling on a Classic Award & your ffn doesn't appear on your boarding pass but is still in the booking somewhere it won't recognise that status so the bag drop will want to charge a $20.00 heavy fee if your bag is 26 kg.

Welcome to the wonderful world of idiotic customer management.

If all you need is a business degree, QF should hire me in about 12 months and I'll have you all on speed dial to work out the issues and make QF a real service airline that listens again.

I know you're too young to have worked for AN but if you know someone who has it would be a 'walk up start'.

 

[MEL_Traveller]

Seems to me that Qantas could gain some valuable feedback via this post on the subject of customer service; both positive and negative comments have been made. How often does Red Roo (sorry can't recall if there are other 'insiders' who subscribe to AFF) scroll through? This is such an invaluable resource and so many members are constant and very experienced travellers that their comments are extremely valid. It's surely free market research - or maybe Qantas prefers not to listen.......

unfortunately it seems red roo only hops into topics where there is a positive outcome, for example, the upgrade clearance thread.

we're still waiting for something on T5

 

[Julesmac]

unfortunately it seems red roo only hops into topics where there is a positive outcome, for example, the upgrade clearance thread.

we're still waiting for something on T5

So.....if we can see there are some problems and Qantas can't, and some of the resolutions could be achieved by plain old common sense, well then, this whole running an airline thingy actually IS rocket science

 

[rechoboam]

ive had such shocking experiences with qantas over the last 3 years i dont fly them any more ... still waiting 2 yerars for a response to letter... never get answered on phone line.... local office staff cant help or get thru on line either.. hostie said to my friend who is tall and had asked on board to be moved to a seat on the plane where she could get her legs straight in front of her and i Quote '''madam you chose to fly economy get over it " well we did get over it... weve not flown with them since... china southern is a great airline esp in business and very affordable nearly akin to qantas full economy for their business on some routes.... korean air was great recently ... so i dont want to or need to fly the local carier.... such a shame howard got rid of ansett. australian airlines is looking like a front runner for my easter to honolulu if it runs by then

What sort of seat were they trying to find once they had already checked in and boarded? 6'1 is a problem in Y but the FA can't do anything to fix it!

 

[Limewood]

unfortunately it seems red roo only hops into topics where there is a positive outcome, for example, the upgrade clearance thread.

we're still waiting for something on T5

Yep big on announcements but not on solutions.

 

[auspal]

red roo is probably getting paid to be on here, unlike most of us.