Qantas Very disappointing - Tier upgrade

[gjmortimer]

Well after not receiving a complementary lounge pass or baggage tags from Qantas after about 5 weeks I called them today.

I said to them that I had received my Qantas Cash card (I had applied for this online a few weeks ago) however I was waiting on my tier upgrade which I assumed would include a new FF card as well as the complementary lounge pass and the baggage tags.

The lady told me that the Qantas Cash Card is my upgraded card (fair enough) and that the complimentary lounge pass would have been part of the same document that was with the card - well unless I am blind the card was stuck to the T & C's and that was it! There was no Complimentary Lounge pass unless they hide it in the fine print of the T & C's and there was definitely no sign of the bag tags which she assured me would have also been in this mystical envelope.

I suppose this is how QANTAS thanks you for being a loyal support with a Tier upgrade! Rather do not even bother QANTAS, no wonder you guys and in serious financial trouble which certainly is not helped with your very poor customer service. Apparently they CANNOT issue a new complimentary lounge pass but can reissue the bag tags - don't understand this.

On top of this I am waiting for a response from a complaint I laid about paying for a seat JHB-SYD that I never received - anytime soon would be good QANTAS.

Very disappointing service after many years of loyal support I am getting a little frustrated to say the least.

 

[opusman]

What level were you previously and what level are you now?

 

[blackcat20]

I assume with the mention of lounge pass then you have obtained silver? If so you should have received a pack with lounge pass, card, and bag tags.
Getting only the card suggests you have retained your status rather than obtained for the first time?

 

[gjmortimer]

I moved from Bronze to Silver. In the next 6 months I will move to Gold as I have 12 trips between SYD - JHB over this time period. The only other option is SAA via Perth.

 

[gjmortimer]

I can see on the card that it is Silver and not Bronze and my last 2 air tickets have had FF Silver printed on them. Only received a card which I am certain is only because I applied separately online for the cash card.

 

[blackcat20]

I moved from Bronze to Silver. In the next 6 months I will move to Gold as I have 12 trips between SYD - JHB over this time period. The only other option is SAA via Perth.

Then you should have received a pack with bag tags. Call and request them (and the lounge pass).

 

[opusman]

It sounds like you applied for your QC card and this has arrived quite separately from your status upgrade. Sit tight, the silver pack should be on its way.

 

[gjmortimer]

Call and request them (and the lounge pass).

I did call, they recon they can send out the bag tags but not the lounge pass. I said to them surely they can see on the system I have not used the lounge pass only to get the response of "there is no way to track the lounge passes". It would be so difficult to issue and new pass which would cost them nothing.

 

[blackcat20]

I did call, they recon they can send out the bag tags but not the lounge pass. I said to them surely they can see on the system I have not used the lounge pass only to get the response of "there is no way to track the lounge passes". It would be so difficult to issue and new pass which would cost them nothing.

How long has it been since your status changed? It can take a few weeks to get the pack.

 

[gjmortimer]

Opusman - I don't think so as the lady told me my pack was sent to my address on the 25th May, so I certainly do like my chances. She also told me my QC card is my FF card. I don't receive a separate one was her words.

 

[opusman]

Your card should say silver on it (and be silver) if it's the silver one.

 

[juddles]

I love Qantas.

If you don't, you can find fault with anyone.

 

[gjmortimer]

Over 6 weeks ago

 

[gjmortimer]

Your card should say silver on it (and be silver) if it's the silver one.

It does - I know it is Silver and this is why I am annoyed is I have not received the bag tags and lounge pass

 

[gjmortimer]

I love Qantas.

If you don't, you can find fault with anyone.

Thanks Juddles, very useful contribution.

 

[juddles]

..... no wonder you guys and in serious financial trouble which certainly is not helped with your very poor customer service......

No they are not. They are competing in a difficult market.

 

[opusman]

It does - I know it is Silver and this is why I am annoyed is I have not received the bag tags and lounge pass

But earlier you said:

I can see on the card that it is not Silver and not Bronze

If it's not silver and not bronze what is it?

 

[juddles]

Thanks Juddles, very useful contribution.

gj, your original post got me offside. You throw what in my humble opinion is a nasty and boring hissy-fit. All companies make mistakes, no procedure is infallible. But the content of your post wins you no sympathy from me.

Having said that, I understand the pain of not getting what one expects. But try to attack this from a higher standing point, so your possibly valid argument is not lost in the endless dribble of people who want but don't give.

 

[gjmortimer]

But earlier you said:



If it's not silver and not bronze what is it?

[/COLOR]

Hi Opusman - oh dear, apologies my fault, it is silver. Sorry it makes sense now why you were asking.

Yes, the card is definitely Silver. Thanks.

 

[Rugby]

I had a similar issue when I first hit WP. It was around the time that they launched Qantas Cash and everyone was getting sent the replacement cards as part of the rollout. I received my replacement card, but not the pack, so had to call up and get them to send it. Something about the sending of the other card had meant the WP welcome pack wasn't processed automatically. I hope your Gold pack turns up when it's due.