QF Complaints - How have they handled yours?

[sumthinfornuthin]

I have had 2 complaints. Both in relation to their "PRICE PROMISE" In each cas it was long winded but finally the points posted each time 1,000 x 2 but not email to confirm, just 1,000 GOODWILL POINTS on my statement.

They don't like paying out on the PRICE PROMISE !!

 

[Mal Ware]

Interesting only 19 percent of people here have never made a complaint against Qantas, I expected it to be more that that.

 

[mooseup]

Had a complaint about luggage that went missing on the last flight into Townsville. I included a less than $20 receipt for last minute toiletries toothbrush etc ... and a suggestion/request for reimbursement. I got a reply of sorts...a standard template apologizing for a recent flight taken where the inflight entertainment was not working.

 

[Simo]

I made a complaint and it was handled very poorly with just a form letter as a reply.

 

[tsentsan]

Some time back, I was on a trip DUB-LHR-SIN (same ticket). Had 2 checked bags, and Aer Lingus tagged them through to SIN but they were unable to issue LHR-SIN BP, and asked me to get in LHR.

At transfer counter in LHR, QF/BA decided to charge me for excess baggage if I wanted my BP (It was forced really, since I could not retrieve my bags otherwise I would miss the flight), despite QF allowing me to have multiple checked baggage. Was charged £100, though QF website only listed A$120 for any additional baggage.

Made a complaint to QF via snail mail, it was replied 3 weeks later with a generic letter with no name or signature and totally no effort to investigate or checkup on what happened. It was a reply for the sake of replying. It made me extremely peeved. I gave additional feedback, and this time, it was later responded to with a phone call and subsequent letter, accompanied with a A$200 voucher, and a promise to investigate with their ground staff in London. Nothing heard from after that.

 

[ozmille]

Some time back, I was on a trip DUB-LHR-SIN (same ticket). Had 2 checked bags, and Aer Lingus tagged them through to SIN but they were unable to issue LHR-SIN BP, and asked me to get in LHR.

At transfer counter in LHR, QF/BA decided to charge me for excess baggage if I wanted my BP (It was forced really, since I could not retrieve my bags otherwise I would miss the flight), despite QF allowing me to have multiple checked baggage. Was charged £100, though QF website only listed A$120 for any additional baggage.

Made a complaint to QF via snail mail, it was replied 3 weeks later with a generic letter with no name or signature and totally no effort to investigate or checkup on what happened. It was a reply for the sake of replying. It made me extremely peeved. I gave additional feedback, and this time, it was later responded to with a phone call and subsequent letter, accompanied with a A$200 voucher, and a promise to investigate with their ground staff in London. Nothing heard from after that.

Were you on BA metal from LHR to SIN? If so the operating carriers rules apply in regards to baggage allowance.

 

[tsentsan]

Were you on BA metal from LHR to SIN? If so the operating carriers rules apply in regards to baggage allowance.

Was on QF metal, QF10.

 

[exilr8]

I have made several in last few months, and each time have got a generic 'sorry for your inconvenience' type reply.

 

[sumthinfornuthin]

I have made several in last few months, and each time have got a generic 'sorry for your inconvenience' type reply.

At least you got a reply. I hassled them for ages on a Price Promise...never a response but after about 3 months 1,000 points appeared !

 

[blackcat20]

Probably should have complained about lack of food overnight LAX-SYD in 2011; breath mints should not count as a snack and I was so ravenous (and tired) that I was probably a little out of sorts when I begged the FA for food. Obviously QF realised there was a problem though given they implemented the overnight snack service not long after.

Also dealt with them a number of times last year regarding found property. The first person I spoke to was incredibly rude, but once I emailed Customer Care I got a phone call to sort it all out and was pleased with the outcome.

 

[Tortuga]

I find that generally you will get a better response when talking to a person on the phone vs sending emails when possible. I recently had services fees refunded for modifying a classic award on the telephone due to the online booking engine not allowing me to make any changes. I was polite and made my point succinctly, the agent referenced her "boss" who agree to refund the fees. A very positive and quick experience, I usually go into these things a bit pessimistic. Also impressed by the no waiting on the telephone, both times I have called I have been connected straight away to a person - this might have something to do with the time I call since I am overseas. Thumbs up for Qantas and the customer care telephone reps.

 

[ozmille]

Was on QF metal, QF10.

That should not have happened, any update yet?

 

[Bugalugz]

I flew London-Singapore in First and Singapore to Perth in Business and then had a connection to Karratha also in J.

I landed in Perth at the wonderful time of 0500, I was told by the F/A's personally (as they asked me where I was going or if Perth was home) that I could just jump on the transfer bus that would be waiting and then it was announced over the loud speaker and to check my baggage in at the domestic transfer desk.

Well get out of customs around 5:30 and no domestic transfer desk open and no transfer bus and no Qantas staff to be seen. Managed to track someone down and I was told that the transfer bus didn't run this early and domestic transfer "certainly wouldn't be operating at this time" so trundle to the taxi stand and pay $26 friggin dollars to get a taxi to the Domestic terminal.

Get to the domestic and thought I would try for an early flight (as usually the kiosk offers anyways) and that was too hard for everybody there, got told at the check in desk No and then the sales desk wasn't exactly helpful either and then I asked who was paying for my taxi and just got an arrogant response. Was only 45 minutes for me to wait but didn't think it would be an issue as I was in J.

Sent it off to QF and never got a response until about 6 weeks later and was told they don't operate the shuttle and have passed my feedback on and that I couldn't be refunded. Couldn't be bothered ringing them back to argue as it's only $26.

But very poor service, after such a great trip home it is a major let down to be screwed and mis informed about the process to get back to the domestic terminal.

Don't know what I expected to happen out of it but it would have been nice to send me a taxi voucher or cab charge for $30 or something for next time I'm in Perth.

 

[JohnK]

Generally Qantas has handled my complaints satisfactorily.

There have been a few times where I have only received a form response but it did not matter as all I was trying to do was provide some sort of feedback to them.

 

[grubbidok]

Had a complaint about luggage that went missing on the last flight into Townsville. I included a less than $20 receipt for last minute toiletries toothbrush etc ... and a suggestion/request for reimbursement. I got a reply of sorts...a standard template apologizing for a recent flight taken where the inflight entertainment was not working.

Similar experience here. At least you weren't told it was your fault. This was their approach to me when they couldn't transfer my luggage on an on-time connection when I had to take a late night connecting flight to Canberra (booked online at QF), as there had been a direct flight in the morning I should have taken instead (clearly they didn't get the concept of timing departures to fit in with other commitments). I also wrote in, but never got any reply. I have to say that I've never had a positive QF complaints experience, and (touch wood) have never had a negative DJ one. QF could learn a lot.

 

[Isochronous]

I've sent letters in snail mail addressed to AJ twice and both times received a call from someone on the Executive Management Team. So from my perspective I've been very happy.