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QF advises pax wrong time, pax missed flight

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OzEire

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This isnt my story, I follow @RussellMahoney on twitter, he is in communication and worked for a former PM (prob no stranger to the CL).

Few hours back he started tweeting about how QF had confirmed the wrong flight time, twice on the phone and also in an automated SMS. Naturally, he missed the international flight. Apparently the flight time is still showing wrong online.

@QantasAirways tweeted an apology, which I guess confirms the situation.

How does this even happen? What service recovery would be appropriate ?
 

ermen

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Oct 9, 2010
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I would say yes to a phone confirmation.
But written / online? Hard to believe...
 
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Jock28

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Jan 16, 2010
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This isnt my story, I follow @RussellMahoney on twitter, he is in communication and worked for a former PM (prob no stranger to the CL).

Few hours back he started tweeting about how QF had confirmed the wrong flight time, twice on the phone and also in an automated SMS. Naturally, he missed the international flight. Apparently the flight time is still showing wrong online.

@QantasAirways tweeted an apology, which I guess confirms the situation.

How does this even happen? What service recovery would be appropriate ?
The general advice, for every airline around the world is that you should still show up on time for a delayed international departure.

The airlines work hard to bring the schedule back to normal, so it is common for a delay to be brought forward.
 
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