Qantas double credits promotion fail and general customer service

[Pocketesq]

Hi,
This is more a failure on my part but I just needed to rant a lil I'm a Qantas platinum member and tbh given the way Covid has been for my work, even with any points assistance it's going to be pretty difficult for me to maintain it. Still wanting to give it a red hot go, I was actually pretty surprised Qantas would still do the recent double status credit promo and I only found out with what I thought was a day to spare.

Scrambling I booked some trips- namely Canberra-Darwin return and Canberra- Cairns return with only minutes to spare; even going so far as booking my own tickets flexible for higher points and then going back in to take advantage of the red hot deals for the rest of my family. FInishing up I was relieved and calculated I was on track to retaining Platinum, only to realise the promo did not finish at the end of March, but on the 30 March 2021. (I booked the tickets on the 31st).

Obviously paying more than I needed to because of the flexible tickets, I did write to Qantas asking that given what I was doing if they could perhaps give me some consideration and allow me to be eligible for the promo; I basically was admitting error but hoping they could cut me slack given I obviously wouldn't have normally booked all those flights the way I did without the promo.. Answer was alas a big fat no, I'm out of the promo window, too bad.

Which, tbh I know they're in their right, and it's on me. I guess the issue for me is we're talking loyalty, and as a UX/ service designer we're always talking to organisations that it's about kindness and considering customers as human beings with unique circumstances that maintains loyalty than just sending blanket cut and paste responses. I guess in turn I technically I'm in my right to cancel the flights and try to rebook as a cheaper ticket instead, or just do away with the trip completely. I was half expecting the rejection anyway, I guess it's about how they responded.

It's like on my last trip the inconsistencies with lounge access about what can or cannot be done depending on who's on the door at the time. You remember the person who was kind and helped you out. You also remember the person who "just did their job" and wasn't so helpful.

Anyway, for now I guess I'll try to enjoy the status while I have it but it's probably the last time I'll be able to!

 

[Hvr]

I thought all QFF members were offered the opportunity to retain their status until the end of their 2022 membership year by booking one flight?

And with the bonus SCs during the COVID lock down, I reckon QF has been very generous. I've had 600SCs put in my account this membership year with no flying at all.

 

[Seat0B]

It’s so frustrating when that happens. Even though you can understand it, it’s still a bit hard to take.

I hope you do get to enjoy your trip(s) and I suspect Qantas will come up with some other opportunities to retain status as the year passes with limited flying opportunities for many. As @Hvr said, they have been pretty generous with support so far, and you’d think they will want continuing loyalty in the future.

 

[mviy]

I fully expect we'll see another DSC promo either later this year or early next year or both.

If they let people's status drop rather than continue to extend, then I suspect they may offer a status challenge to get it back quickly if you reach a target level of international flying on QF marketed and operated international flights a bit like they would offer to high status flyers of other airlines. Perhaps they may even consider a previously unthinkable promo where they would provide more than double the standard number of credits.

There are plenty of options they could consider to try to retain loyalty and get bookings when international travel on QF resumes.

 

[bPeteb]

I'm certainly no cheer leader for anything or anyone but I think the title is a bit misleading. First look and I thought it was an issue with the dsc promo itself.

Since COVID began, apart from the tremendously long time it took to get refunds for flights QF cancelled, I've had nothing but excellent service from the premium line when I've had to make changes or request anything. To hope QF might change the rules for a mistake you admit and then mention you are a CX/UX designer you'd know all too well that you design for the many (with the exception of accessibility) and not for the edge case.

This is especially true when you write or email. You won't be getting through to the premium support team. You stand minutely better odds with a call to the premium line but even then your chances of a different outcome were not much more than zero.

I work in big corporate in a similar space and I'm wasting my breath every time I suggest 'really' rewarding loyalty. It truly seems they only want new and couldn't care about existing.

 

[Berlin]

I'm certainly no cheer leader for anything or anyone but I think the title is a bit misleading. First look and I thought it was an issue with the dsc promo itself.

Since COVID began, apart from the tremendously long time it took to get refunds for flights QF cancelled, I've had nothing but excellent service from the premium line when I've had to make changes or request anything. To hope QF might change the rules for a mistake you admit and then mention you are a CX/UX designer you'd know all too well that you design for the many (with the exception of accessibility) and not for the edge case.

This is especially true when you write or email. You won't be getting through to the premium support team. You stand minutely better odds with a call to the premium line but even It truly seems they only want new and couldn't care about existing.

I'm certainly no cheer leader for anything or anyone but I think the title is a bit misleading. First look and I thought it was an issue with the dsc promo itself.

Since COVID began, apart from the tremendously long time it took to get refunds for flights QF cancelled, I've had nothing but excellent service from the premium line when I've had to make changes or request anything. To hope QF might change the rules for a mistake you admit and then mention you are a CX/UX designer you'd know all too well that you design for the many (with the exception of accessibility) and not for the edge case.

This is especially true when you write or email. You won't be getting through to the premium support team. You stand minutely better odds with a call to the premium line but even then your chances of a different outcome were not much more than zero.

I work in big corporate in a similar space and I'm wasting my breath every time I suggest 'really' rewarding loyalty. It truly seems they only want new and couldn't care about existing.

Agree the title is misleading. Not reading the Ts & Cs properly and then having a whinge: I don’t have time to waste on that and quite frankly, there are enough cases on here where people have a justified reason to whinge.