Qantas very slow to respond to complaints

[Rebekkap]

Has anyone else written to Qantas lately with a complaint and found they were really slow to respond - or didn't respond at all?

I wrote a letter about seat re-allocations when there are equipment changes around 10 August - it's now nearly two months later and no response.

 

[dfcatch]

Has anyone else written to Qantas lately with a complaint and found they were really slow to respond - or didn't respond at all?

I wrote a letter about seat re-allocations when there are equipment changes around 10 August - it's now nearly two months later and no response.

I have definitely found that in the last year. Customer care responses used to be very good, reasonable time frame and always a snail mail letter confirming whatever the final outcome was.

In the last year I've generally been pretty dissatisfied with my experiences with QF feedback (positive and negative).

It's been slow, no proper letter in response, and I've almost ALWAYS had to chase it up.

That said - more recently I have had some very good experiences, but I've still had to chase it up.

I have the feeling that there have been some decent cuts to the department. The individual staff I feel are working hard and trying their best.

 

[N860CR]

It seemed to change about 12 months ago. Previously I believe they had a dedicated team for SG/WP/CL members and they usually got a response out within 48 hours (even then, 9/10 times it was a worthless pre-written letter). Now it seems we're all dumped with everyone else and response time is 6-8 weeks. Even an emailed question to Frequent Flyer takes "21 days" to be responded to.

Last time I bothered to write to customer care about one of their contractors not doing their job properly (ROK lounge not being restocked, Alliance "charter" flights not offering the QF service they're supposed to) I got a useless response that didn't address my concerns. If one of my contractors wasn't pulling their weight and frustrating my customers, I'd want to be fixing it. Not Qantas though....

My general rule now is cross your fingers that everything goes well, because if it doesn't, there's not much you can do.

 

[TiredOldFlyer]

Has anyone else written to Qantas lately with a complaint and found they were really slow to respond - or didn't respond at all?

I wrote a letter about seat re-allocations when there are equipment changes around 10 August - it's now nearly two months later and no response.

I would be interested to know which airline, if any, respond promptly !

 

[ric_melb]

I think customer feedback is very important, and can provide an organisation with an early clue as to things that are incorrect.
And it would be great if Qantas responded quickly. However I have found a number of companies are slow to respond, or do not respond at all.

 

[dfcatch]

I would be interested to know which airline, if any, respond promptly !

Qantas - used to

 

[wingspan]

I sent some posititve feedback to Qantas two months ago. Just got a letter thanking me last night. So hopefully your response is in the mail too!

 

[markis10]

They are probably all reading the novella on FT that goes under the guise of a complaint, and should be back online soon!

http://www.australianfrequentflyer....r-program/wow-2-800-word-complaint-33517.html

 

[DGW]

I would be interested to know which airline, if any, respond promptly !

FWIW I submitted a compliment to Virgin after particularly good PE service on a recent flight, and received a personalised response via email the next day. Hard to say whether I would have had such a swift response had it been a complaint though I guess.

 

[jono88888]

I would be interested to know which airline, if any, respond promptly !

I would guess many of us have had an experience where bad service has been acknowledged and a solution offered, and you find yourself coming away with a better opinion of the organisation than before you had the bad service.

Every complaint is an opportunity.