Qantas Frequent Flyer Service Centre Email Response Times

[airbound]

Greetings all.

Does anybody have an idea of what a typical response time might be for a query made to the Qantas Frequent Flyer Service Centre?

I contacted the Qantas Frequent Flyer Service Centre through their website form on Sunday 23 July (I'll call that day 0). On day 4 (Thursday 27 July) I got a response advising that my email had been redirected to the Qantas Direct Contact Centre team for their specialised attention. It is now day 20 (Saturday 12 August), and I'm yet to receive a response.

The automated response that I received when initially logging the query stated:

Due to our current high volumes, it might take us longer than we’d like to respond but please be assured we're working hard to do so as quickly as we can.

That said, 15 business days (and counting) is quite some time!

Thanks in advance.

 

[scruffy]

The answer to your question may be.." how long is a piece of string "....i have problems chasing missing points from April/May....they acknowledge the claim being made but apart from that....nothing......sort of zapps ones confidence in the system.

 

[Flying mermaid]

Generally I had an answer in about 2 weeks or less, but I don't do it very often and haven't done it for some time so that may not be indicative of the current situation. Facebook (or even twitter if you are twitter adept), seems to speed up the process.

 

[Himeno]

What are you trying to contact them about?

Most of the time, when I've contacted them, it's been about getting ORC or getting a flight posted that when using the online form was rejected. When I've done that, I've just outlined what the issue was and the missing points/SC have been posted without them replying to my email.
The one time I've contacted them with a more complex issue (name change with pending travel in new name), I sent them all the needed docs, and didn't get a reply. I had to escalate via RedRoo here and within a day had a phone call from FF. Though that's not really possible anymore .

 

[basso]

Depends on the complexity and understanding of the problem.

Missing points - about a week. More complicated things - a month, a year, never are all possible.

 

[kpc]

Depends on the complexity and understanding of the problem....More complicated things - a month, a year, never are all possible.

yup...3 months later....

 

[airbound]

Depends on the complexity and understanding of the problem.

Missing points - about a week. More complicated things - a month, a year, never are all possible.

So feedback suggesting improvements to the program terms and conditions would be at the year-to-never end of that spectrum I'm guessing!

 

[pyffii]

for me I had a series of missing points and SC's from last months DONE5 and usually had a reply as a WP within 24 hours and points posted anytime from 24 to 96 hours ...hope this helps

 

[airbound]

Update: The reply to my query came through at 01:12 this morning (meaning a response time of 16 business days). On the plus side, the reply was actually largely responsive to my initial query, and was more than just a formulaic reply. I didn't get the outcome I would have liked (I freely concede that that was long odds of happening), but at least my feedback has been "passed on internally to the relevant management team". Taking Qantas at its word that the feedback has actually been passed on to the relevant management team, what will happen to it there, and whether I'll ever find out, is anyone's guess!

And thanks, by the way, to everybody who has responded to share their experience of response time. I found it useful; hopefully others will too.

 

[njba]

I suspect I will never hear about getting a replacement for my damaged bag tag. :\

 

[Tallfont]

I first contacted them on the 14th January regarding possibility of a status fast track.

My first reply back was on 26th January asking me to call them. Which I did. They asked to send certain copies of documents to prove my VA Platinum status. Which I did.

I never heard back so emailed them again on 31st May. I never heard back.

I emailed again as follow up on 6th June. I never heard back.

I emailed again as follow up on 20th June.

I had a reply back on 3rd July where they asked to send certain copies of documents to prove my VA Platinum status. Which I did.

I had a reply asking me to call them on 11th August.

I called them on 12 August, hung on the phone for 40 minutes and ended up talking to someone that had no idea even although I gave her all the SR numbers. All she would say was "they are still reviewing it"........

So, I can say with some certainty that the email response times are somewhat slow!

 

[Sdtravel]

I suspect I will never hear about getting a replacement for my damaged bag tag. :\

If you are talking about the QF disks then if you still have status you are allowed to get 2 more free each year. So you can just call up and get a new set.
Although if you dont have any status anymore then i dont know. Perhaps call up anyway? Or keep an eye out for any members giving them away from time to time in the Free to a good home section.

 

[airbound]

I first contacted them on the 14th January regarding possibility of a status fast track.

My first reply back was on 26th January asking me to call them. Which I did. They asked to send certain copies of documents to prove my VA Platinum status. Which I did.

I never heard back so emailed them again on 31st May. I never heard back.

I emailed again as follow up on 6th June. I never heard back.

I emailed again as follow up on 20th June.

I had a reply back on 3rd July where they asked to send certain copies of documents to prove my VA Platinum status. Which I did.

I had a reply asking me to call them on 11th August.

I called them on 12 August, hung on the phone for 40 minutes and ended up talking to someone that had no idea even although I gave her all the SR numbers. All she would say was "they are still reviewing it"........

So, I can say with some certainty that the email response times are somewhat slow!

That's really poor form.