QANTAS support

[Deeruck]

I believe I know what may have happened here.

Sometime this year, maybe 5 months ago (?) the web page was updated to reflect a specific 30 day policy.

Sorry serfty, I've got no hard evidence to contradict you, but I remember seeing 30 days on the website when I joined back in 2003. Maybe not in the T&C, perhaps it was in the joining gumf. But it was definitely there

 

[flying1977]

Just seeing if you have received a reply from Qantas? I have always received a response from Qantas within the month of sending correspondence.

 

[cgraus]

They did eventually get back to me. The message was 'get stuffed', but they did finally reply to the 6th or 7th email they got on the subject ( I sent them a copy of a post on this thread, because someone suggested that it was worded in a way that was probably going to give me the best possible response ). Virgin will be flying LAX soon, so I don't care. I won't fly QANTAS or Jet* again unless I have to.

 

[Yada Yada]

They did eventually get back to me. The message was 'get stuffed', but they did finally reply to the 6th or 7th email they got on the subject ( I sent them a copy of a post on this thread, because someone suggested that it was worded in a way that was probably going to give me the best possible response ). Virgin will be flying LAX soon, so I don't care. I won't fly QANTAS or Jet* again unless I have to.

Unfortunately, customer service responses are often only as good as the staff member involved on the day. Many of us here have received inconsistent information from airlines as you did in this instance.

I recall an instance with BA's call centre where one person was willing to bend a fare rule for me after a few others had not. I had made the first two enquiries while trying to decide what to do, then phoned back a third time to cancel the fare and cop the penalty but the CSR on that occasion allowed me to reschedule the flight outside of the allowable window.

So I guess it's just a matter of luck. If an airline chooses to enforce a published rule then there isn't much you can do. I do agree though that QF are going to lose out in this instance so it is a shame that someone there with a bit of nouse did not speak to a supervisor in an attempt to win your custom. It would have been a better decision for all concerned, but alas!

Anyway, as you've said V-Australia will be flying the Pacific within 12 months, and you should be able to hook up with Virgin America when in the USA, so it will definitely give you a choice.

 

[beentheredonethat]

I've been a member of the Qantas Frequent Flyer Club for a very long time and also, recently, the Qantas Club.

Their Customer Service is appalling. I've written letters of complaint several times and received no answer at all. I expect it now and I suspect that is their game plan. After the initial indignation and writing a second letter and more indignation you realise it ain't going to happen! This makes you less inclined to write a letter in the first place. I'm sure it works for them on this level.

As for losing customers.....Virgin always reply but it's a standard letter with your name and complaint inserted in the blanks and the general tone is 'too bad, better luck next time'. They don't address the complaint at all. I've had no replies from Hawaiian Airlines, United Airlines, you name the company.

At the risk of sounding old - which I am - it happens everywhere now. Once upon a time when you complained people tried to make you happy. Doesn't work that way anymore....probably for a variety of reasons. Nowadays I'm surprised if I do get a reply. I settle for the lessening of stress I receive by writing the letter.

 

[straitman]

I've been a member of the Qantas Frequent Flyer Club for a very long time and also, recently, the Qantas Club.

Their Customer Service is appalling. I've written letters of complaint several times and received no answer at all. I expect it now and I suspect that is their game plan. After the initial indignation and writing a second letter and more indignation you realise it ain't going to happen! This makes you less inclined to write a letter in the first place. I'm sure it works for them on this level.

As for losing customers.....Virgin always reply but it's a standard letter with your name and complaint inserted in the blanks and the general tone is 'too bad, better luck next time'. They don't address the complaint at all. I've had no replies from Hawaiian Airlines, United Airlines, you name the company.

At the risk of sounding old - which I am - it happens everywhere now. Once upon a time when you complained people tried to make you happy. Doesn't work that way anymore....probably for a variety of reasons. Nowadays I'm surprised if I do get a reply. I settle for the lessening of stress I receive by writing the letter.

beentheredonethat,

Welcome to AFF.

I find it rather strange that you have not received any answer from Qantas. I've only had reason to write a couple of times and each time the issue has been addressed and if they've followed up as promised I’d be more than happy.

As for Virgin Blue they actually specifically responded to my one complaint though I see it has had no affect (despite promises) upon any outcomes. Beyond that I must admit that I have not complained to Hawaiian Airlines or United Airlines though I did send a letter of compliment to UA one with a very positive response.

On the whole I do agree with you that the processes and outcomes are sketchy at best.