Qantas: Making a complaint and being heard

[JohnK]

Sorry to hear that you are having a bad run. Sometimes I feel anything that can go wrong does go wrong but I guess that is the nature of plane travel. The more you do travel the more that can go wrong.

Either way I do recommend that you provide some feedback as you may well be surprised that someone actually reads the feedbacks and if important enough will get back to you.

Unfortunately though what is promised and what is actually delivered is not always the case but I believe this issue exists with most airlines and not just Qantas....

 

[bugayev]

Agree that you've definitely had a rough trot! Get those complaints in on the phone, make sure they're followed up and hopefully you will hear something positive back from customer relations.

 

[Oneworldplus2]

I had a positive outcome from a complaint logged about 2-3 weeks ago. I didn't follow up and it was a unexpected surprise from QF, when I really didn't expect anything back from them.

 

[niemann]

I'd love your advice on making a complaint to Qantas that doesn't elicit a simple proforma response.

Only write complaint letters when you are clear on what sort of resolution you're looking for.
If all you want is acknowledgement of the issues (which is what I'm gathering from your post), personally I'd save time and karma and just forget it...life's too short.

 

[TonyHancock]

I'd love your advice on making a complaint to Qantas that doesn't elicit a simple proforma response.

Only write complaint letters when you are clear on what sort of resolution you're looking for.
If all you want is acknowledgement of the issues (which is what I'm gathering from your post), personally I'd save time and karma and just forget it...life's too short.

I think the OP is looking for a specific response to the issue rather than the standard letter, or "proforma response" QF send out.

 

[harvyk]

I think the OP is looking for a specific response to the issue rather than the standard letter, or "proforma response" QF send out.

The thing with complaint letters is you need to specify what sort of resolution you'd like, and it must be reasonable. If there is no specific resolution or you leave it upto the company to do what is appropriate which most people do with complaint letters, then the company is likely to simply send out the standard form letter stating "we have taken this into consideration".

 

[TonyHancock]

The thing with complaint letters is you need to specify what sort of resolution you'd like, and it must be reasonable. If there is no specific resolution or you leave it upto the company to do what is appropriate which most people do with complaint letters, then the company is likely to simply send out the standard form letter stating "we have taken this into consideration".

Yes indeed, and I think that the OP was seeking advice on how to avoid the standard letter rather than just wanting "acknowledgement of the issue" as niemann suggested.

 

[JohnK]

The thing with complaint letters is you need to specify what sort of resolution you'd like, and it must be reasonable.

That depends on the person.

Personally I do not like to make any demands other than to say a particular issue is unacceptable.

Many times I just provide feedback to ensure that someone at Qantas knows there are issues and I am hoping they are logged somewhere in the system. In a lot of the cases I get a call back to discuss the issue such as premium check-in (or lack thereof), delayed luggage, on time performance, seat allocations etc. I have been sent vouchers and I have also been sent bottles of wine simply for providing feedback. Or they felt sorry for me.

When it comes to IFE though that is a different story. IFE not working is unacceptable and I want some sort of compensation but I am not going to include that in the feedback letter. I want to see what is offered first before proceeding further. And I have not been disappointed so far with what has been offered....

 

[jjw]

Thankyou everyone. I was always under the impression that making a complaint would not amount to anything, so never bothered.

 

[harvyk]

That depends on the person.

Personally I do not like to make any demands other than to say a particular issue is unacceptable.

Many times I just provide feedback to ensure that someone at Qantas knows there are issues and I am hoping they are logged somewhere in the system. In a lot of the cases I get a call back to discuss the issue such as premium check-in (or lack thereof), delayed luggage, on time performance, seat allocations etc. I have been sent vouchers and I have also been sent bottles of wine simply for providing feedback. Or they felt sorry for me.

When it comes to IFE though that is a different story. IFE not working is unacceptable and I want some sort of compensation but I am not going to include that in the feedback letter. I want to see what is offered first before proceeding further. And I have not been disappointed so far with what has been offered....

Never said the resolution you're after needed to be compensation (although funny enough, compensation will usually get their attention more than "please make sure it doesn't happen again") as it speaks the language of beancounters.

The big thing is you need to let them know what you would like them to do, otherwise the complaint will be noted by a complaints handler, and that's it.