QF complain about competition but forget about customer

[oz_mark]

Sorry folks, looks like we had a connection issue and the rest of the post dropped off - looked fine here at the time. Looks like it's fixed now!

Thanks - makes much more sense now :mrgreen:

 

[straitman]

Red Roo,

I am not sure if you have read the thread about 'the very poorly laid out Airline Earning Table.

Here is the link just in case you have not.

Please fix up your very poorly laid out Airline Earning Table

 

[Bundy Bear]

A few have mentioned improved connectivity in previous posts, which improves significantly with an evening departure ex Europe and a morning arrival into Australia. Southbound, it provides additional options via HKG for SYD/BNE/PER.

FWIW, all other airlines (i.e. BA and VS) with same aircraft services to Australia depart LHR in the evening.

We are still maintaining a midday departure ex LHR, which is the QF32 (LHR-SIN Dep 1205 Arr 0805+1, SIN-SYD Dep 0940+1 Arr 1920+1 (Northern Summer timing).

Nice if you live in Sydney but totally useless when you live in Brisbane so once day light savings hits the southern states I can't use this service.

The flight via Hong Kong was also handy for those going to Melbourne.

I guess Brisbane misses out totally, hopefully the 787 is a good plane for Qantas in helping us connect through to Europe at convenient times.

This thread has reminded me I should ring Qantas as they never could be bothered to ring me after my first complaint.

Received reply 8/12/10
Thank you for contacting us.

We are committed to always caring for our customers and responding to your
valued feedback in a timely manner.

Our Customer Care team look forward to resolving your feedback within the
next 10 business days. We will respond to you as quickly as we can, but
recognising every case is different and that some more complicated matters may take longer to resolve.

For any of your pre-travel needs, please call our Qantas Telephone Sales
team, 24 hours a day, 365 days a year, in Australia on 131313. When you are
overseas, you can speak to one of our local representatives.

If we have not responded to you within a timely manner, please feel free to
contact one of our Customer Care Executives on +612 9691 4204, or via fax
on 1800 613 844.


Yours sincerely

Gordon Watson
Manager Customer Care



Note. Please do not respond to this email, as this is an outgoing only
service that does not accept incoming messages.

*Within Australia only.


​

Almost forgot about it, until I received this reply on the 13 Jan.

RM/93482527


Dear Bundy Bear

Thank you for your email.

Apologies for the unusual delay in response, however I would appreciate an opportunity to personally discuss your concerns.

I understand that you may currently be overseas, therefore please advise an appropriate contact number and time for when I can call you. Alternatively you may contact me on the below details.

I look forward to hearing from you soon.

Yours sincerely

R************************
Executive Relations
Qantas Airways Ltd
Address: QCA5 203 Coward Street | Mascot NSW 2020
Tel: +61 (2) 9691 4331
Fax: 1800 613 844 within Australia
Fax: +61 (2) 8222 4700 outside Australia
​

wow I got a reply, but it gets better.

So I sent Qantas this reply, on the 21 Jan, with the original email that they had sent me.

Hi, Thanks for your email.

I was overseas, over last weekend.

Best phone number is work

******* 8:30am-5:00pm Brisbane time.
​

I included the email they had sent to me, which had the reference number.
​

Which then you just get this stock stand reply.

Thank you for contacting us.

We are committed to always caring for our customers and responding to your
valued feedback in a timely manner.

Our Customer Care team look forward to resolving your feedback within the
next 7 business days. We will respond to you as quickly as we can, but
recognising every case is different and that some more complicated matters
may take longer to resolve.

For any of your pre-travel needs, please call our Qantas Telephone Sales
team, 24 hours a day, 365 days a year, in Australia on 131313. When you are
overseas, you can speak to one of our local representatives.

If we have not responded to you within a timely manner, please feel free to
contact one of our Customer Care Executives on +612 9691 4204, or via fax
on 1800 613 844.

Yours sincerely

Gordon Watson
Manager Customer Care​

What I have used is standard reply email names so it not as though I am displaying anything that wouldn't be available.

Now if Red Roo wants to check the number above gives him the reference number.

The problem stemmed from Qantas ringing me why I was in Seattle to change my flight from the direct Brisbane flight to the Qantas flight via Sydney, and then when I turned up at LAX they had advised there was no longer any space on that flight, and that I would have to travel the next day. Now I didn't see any point arguing with the staff at check in I am sure they had enough dramas of their but to have been rung and then asked to go on a different flight and then just give away my seat.

I guess the computer didn't think a Platinum member was that important anyway.

Now if I had flown with United and they off loaded a passengers you are entitled to some compensation. Now I checked one of the rules that said if the plane was downgraded in size they could get out of it but I had changed from a 747 to another 747, but this stage the plane was already rescheduled so that rule shouldn't effect me.

Next time Qantas ring me to change my flight I think I tell them to go away, or some other language. @$#!@)(*? :evil:

 

[Red Roo]

Would you kindly inform members on AFF of the positive changes that have occured from being on here and Flyertalk, please?

Just to provide a few examples in recent weeks where we have been using your feedback to make improvements.

We've looked closely at discussions on the Domestic A330 Business cabin seating, Any Seat Award earn and Jetstar flight crediting issues; other examples have been mentioned in this thread. Some of these initiatives are being worked through and when we have some news, we'll share that with you.

Sometimes when reading discussions, we already have work underway, and discussions confirm our thoughts or give us feedback to make adjustments.

 

[Bundy Bear]

Just to provide a few examples in recent weeks where we have been using your feedback to make improvements.

I am pretty sure Red Roo reads the forums, and passes on any relevant information to the correct department.

Like any business you got customers and your staff giving you input from all directions, so it is never clear cut which is the best option, and working out where to prioritize.

The best example for most of us is Jetstar passing on the details to Qantas in a more timely manner.

 

[garyjohn951]

A few have mentioned improved connectivity in previous posts, which improves significantly with an evening departure ex Europe and a morning arrival into Australia. Southbound, it provides additional options via HKG for SYD/BNE/PER.

FWIW, all other airlines (i.e. BA and VS) with same aircraft services to Australia depart LHR in the evening.

We are still maintaining a midday departure ex LHR, which is the QF32 (LHR-SIN Dep 1205 Arr 0805+1, SIN-SYD Dep 0940+1 Arr 1920+1 (Northern Summer timing).

I wish to thank RED ROO for supplying the answer to my original question. Unfortunately a Sydney flight is next to useless for someone travelling home to Melbourne. To allow for delay, customs can add 4 - 5 hrs onto a flight. Will stick to my new CX direct flights.