QF Complaints - How have they handled yours?

[Mal Ware]

Interested to see how many people here have made a complaint to QF and never had a reply, or received one but not happy.

I made a complaint to them over 2 months ago, have heard nothing from them since.

Poll is not public, so feel free to be honest.

 

[samiam]

QF Complaints - How have the handled yours?

Don't feel too put out- I left them a compliment 2 months ago and haven't received an acknowledgement :shock:

 

[harvyk]

Re: QF Complaints - How have the handled yours?

Still waiting to hear back from my complaint made over a year ago... Personally I'm not holding my breath for an answer back any more...

Complements on the other hand will net you a response very quickly for some reason...

 

[serfty]

Re: QF Complaints - How have the handled yours?

Only ever made the one complaint and I was satisfied with the outcome.

It was regarding about an economy "meal" on an evening flight from BNE-MEL one Saturday afternoon - a week or so later I received a call with an apology and an offer of a $100 voucher. It arrived in the mail a week later.

I was able to use that to book a DFW introductory special ex MEL with a nett fare cost of $900 and a dud "meal".

 

[oz_mark]

It was regarding about an economy "meal" on an evening flight from BNE-MEL one Saturday afternoon - a week or so later I received a call with an apology and an offer of a $100 voucher. It arrived in the mail a week later.
.

And I got nothing, not even a reply, over the said pumpkin penne pasta pesto meal or whatever it was.

 

[geordieladinoz]

Mrs geordieladinoz has had a couple of issues in the last 2 years and has been more than happy with the quick responses and outcomes. 1st was on a LAX - SYD and got a $500 voucher. 2nd was being messed about due to a cancellation on an ADL - SYD flight then a fortnight later on her next trip she was handed a J boarding pass at the gate.

I have not personally encountered anything warranting a complaint in nearly 3 years of flying with the Red Roo.

I am sure QF do not help themselves at times but I also believe that sometimes the complainant is very unrealistic in their expectations. I will now duck for cover . . .

 

[serfty]

And I got nothing, not even a reply, over the said pumpkin penne pasta pesto meal or whatever it was.

Oct 2010 ...

Good thing I had some NPPP in the lounge, as they were more enjoyable than the 'meal' on the flight back to MEL.

Agree about the poor catering. :-|

"Penne with Pesto sauce and oven roasted vegetables"!! (Penne with a green looking gravy with carrots and a few other bits of vegeis - IMHO tasteless!

Aside from being airline food; If I want a vegetarian "meal" I would have requested one. (Apologies to all those vegans out there)

Not much moves me on this level (I mean it is "only" airline food); but I am going to register a complaint to Qantas about this ...

... and I did

 

[Boris spatsky]

Complained twice in 5 years as WP. First was refusal of staff to provide midnight snack on SYD-LAX in J. Poor reply, nothing else.

Second was a plethora of issues on AA internal US on QF flight numbers, which i sent to AA headquarters but cc: Qantas. On LAX-SYD LEG, op-uped to F

Seems to be very hit and miss.

 

[cptchris]

As mentioned before I find them very quick to respond to good feedback, but really not happy when then cancelled several of my flights and didnt even tell me about it (found out in manage my bookings!) with no gesture of goodwill at all!

 

[Berlin]

Hmmm. How about: "I've never made a complaint but was very satisfied with the resolution"? That's precisely what happened to me, after a flight LAX-SYD in J I received a 500 Dollar voucher about two weeks after the flight. They apologized for the IFE not working on that flight and I vaguely remembered hearing an announcement to that effect some time in the middle through my deep Stilnox-powered sleep. Not that I cared about the IFE but, hey, I used the voucher for my next trip to the US in May

 

[ozmille]

Hmmm. How about: "I've never made a complaint but was very satisfied with the resolution"? That's precisely what happened to me, after a flight LAX-SYD in J I received a 500 Dollar voucher about two weeks after the flight. They apologized for the IFE not working on that flight and I vaguely remembered hearing an announcement to that effect some time in the middle through my deep Stilnox-powered sleep. Not that I cared about the IFE but, hey, I used the voucher for my next trip to the US in May

I had that happen once as well

don't even remember hearing an announcement about it but my slumber might have been Shiraz induced

 

[Archphoto]

I'm 50/50 - 1 complaint was resolved (after a *lot* of umming and ahhing by the CF Service Rep); 1 wasn't. Took the hit on FF points as I needed to fly, but the fact the booking engine wasn't allowing me to book my selected flights, despite continually showing them available, did *not* impress me at all when I called the WP line and was then charged for a "Phone Assisted Booking".

Here's a suggestion QF - if you can't book it online don't show it as available, and then hit your customers with a fee when the only way they can book is over the phone! That's just outright money grabbing. If it's available to book online, and you're booking engine won't accept the booking resulting in your customers having no other choice but to call you, show some gratitude that they've chosen you over your competition and waive the fee.

 

[cmon0005]

My experience with Qantas customer care has been very poor as well, which is in stark contrast of the fantastic service I get from the Qantas Frequent Flyer service centre.

First complaint: They take to long to reply to emails, I was overseas and put in an email complaint took almost a month. Then had to reply and then delays in replies.
Second: After waiting a month complaint was given what looked to be a generic response with no resolution and I had to reply to them again saying "did you even read my first email, please respond to my problem". Long story short didn't get anywhere and gave up in the end. This was a complaint about an Intl flight I did in J and the service onboard, they also lost my luggage with poor handling of the issue at the airport resulted in me waiting 3 hours at 2am in the morning trying to sort it out.etc.

Qantas Customer care needs an overhaul, its not just about "clearing" the queues you need to provide good customer service, especially FF's.

QFF service centre has always been friendly, understanding, quick, efficient and pretty much always resolved my query within short time frame.

 

[atreides]

Hmmm. How about: "I've never made a complaint but was very satisfied with the resolution"? That's precisely what happened to me, after a flight LAX-SYD in J I received a 500 Dollar voucher about two weeks after the flight. They apologized for the IFE not working on that flight and I vaguely remembered hearing an announcement to that effect some time in the middle through my deep Stilnox-powered sleep. Not that I cared about the IFE but, hey, I used the voucher for my next trip to the US in May

Hmm, when the IFE broke on my last AY flight I was offered a generous €20 voucher for use in HEL.

 

[Flying mermaid]

I complained in 1989 (OK so I am not big on complaints - I can't even remember exactly what it was about, but I do remember I was VERY cross). It was after a F flight. Anyway I got a phone call from the Qantas ACT regional manager to apologise..... I often think about complaining about something, but am inherently lazy and after a few days it never seems annoying enough to complain.

 

[ozmille]

Hmm, when the IFE broke on my last AY flight I was offered a generous €20 voucher for use in HEL.

SWMBO had the same voucher for a HEL to SIN flight without IFE or even reading lights!

 

[under the radar]

just an observation...poll 'results' seems incorrect/doesnt add up!!!!.. shouldnt a poll stating percentages add up tp 100%??? also the figure for voters doesnt equate to the individual voters totals per 'choice' ... is someone 'fudging' the books???? :shock:

 

[oz_mark]

just an observation...poll 'results' seems incorrect/doesnt add up!!!!.. shouldnt a poll stating percentages add up tp 100%??? also the figure for voters doesnt equate to the individual voters totals per 'choice' ... is someone 'fudging' the books???? :shock:

It's muliple choice - the figures indicate that some have selected more than one answer.

 

[under the radar]

It's muliple choice - the figures indicate that some have selected more than one answer.

ahhhh.. stupid me only selected one choice (didnt think to select more than one) ..and now i cant vote a second time ..my bad!!

 

[puppysparkes]

I submitted a points claim once and received a woeful standard response.

I submitted another email pointing out that the response didn't address my issue and that the individual who replied didn't even bother to read my initial email.

Outcome: I received a verbal apology from customer service and points credited.