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QF Customer service experience

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JohnK

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With my 2 recent experiences regarding Finnair flights and QF10 SIN-MEL on 21st April, I provided QF with feedback regarding these 2 issues and QF customer service has been fantastic. I feel confident that my issues will not be ignored and hopefully something will be done to fix them for next time.

QF10 was the flight from hell. Very full aircraft and entertainment system on the blink. They had problems from London where only limited options were available and some movies missing. They tried to fix in SIN but flight carried on to MEL with the same problems. I had 37D and I was not able to get menu to play games and did not have most selections available to rest of the passengers. The crew were very helpful in trying to re-boot my seat's entertaiment system 3-4 times all to no avail. They offered to move seats but did not have aisle seats available. So basically I sat throughtout the 6.5 hour flight watching the flight path, text news and watch one very boring movie.

I provided feedback to QF on their website about my flight experience and yesterday (Saturday) morning I got a call from QF customer care and the person talking to me could not be more apologetic. I am just happy they called me to discuss the issues. In the end she ended up giving me a $100 voucher to be used for future travel. I know it is not a great deal but still a very nice gesture for an uncomfortable experience.

They are also being helpful about my delayed/cancelled Finnair flights and it looks like I will make it to Gold after all. More than I can say for the support I received from Finnair who caused the issue in the first place.

This is the type of customer service that I feel has been missing from many corporations recently and it is nice to see that QF really cares and is trying to be helpful. Sometimes it is the little things that matter.

So thank you very much QF and you will continue to receive my loyalty.
 

QFTravel

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Glad to hear you have received a positive reponse from QF JohnK. Importantly from this horrible experience is that you should reach SG!!

I am sure the benefits you will enjoy in the next 12 months with your new status should be due compensation enough! :)
 

straitman

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Congratulations JohnK.

As a few people have mentioned things normally work out as they should (eventually) 8) :D 8)
 

serfty

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Great Stuff JohnK, some things can be realy frustrating; but when it all come through in your favor.. Beauuudddiffull!
 

JohnK

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I have now received my $100 voucher from QF but sad to find out that I cannot use it for online bookings only at a QF Travel store. Another restriction is that it can only be used towards the payment of Qantas travel products and services (excluding taxes, charges, fees and Jetstar flights). Wish I knew this before I made my choice! What was my other option? I think a $100 duty free voucher.

Does anyone know if bookings through the QF travel store attract the booking fee of $27.50? If so, then this voucher has lost almost 1/3 of it's face value. I am hoping that the QF Travel store is not the same as QF Holidays where payments by credit card also attracts a surcharge.

Oh well, easy come easy go. The upside is that it excludes Jetstar flights. :D
 

Mal

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JohnK said:
I have now received my $100 voucher from QF but sad to find out that I cannot use it for online bookings only at a QF Travel store.
I believe the offline booking fee is waived when using a voucher towards a booking.

Not sure though. Only Qantas would know.

As for credit cards, you already pay a CC Fee for booking online, with it soon to go up even more in June. I think you'll pay a CC fee when using the voucher. IIUC, QF Travel = the little "Qantas" branded stores in several capital cities. Not sure what they charge CC fee wise.

BTW, Yet another time where Fuel Surcharges not being in the base fare are a disadvantage for the punters.
 

Yada Yada

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JohnK said:
I have now received my $100 voucher from QF but sad to find out that I cannot use it for online bookings only at a QF Travel store.
Do you want to swap it for my $100 OzJet voucher? :mrgreen:
 

NM

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JohnK said:
What was my other option? I think a $100 duty free voucher.
Now I know what I would have chosen :cool:.

You can always try selling it on ebay .
 

Mal

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NM said:
Now I know what I would have chosen :cool:.

You can always try selling it on ebay .
I'd rather the palm tree :D

The Qantas Duty Free catalog isn't anything special. Even though I look on every international flight, am yet to see something I want...
 

NM

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Mal said:
I'd rather the palm tree :D

The Qantas Duty Free catalog isn't anything special. Even though I look on every international flight, am yet to see something I want...
They are only provided for F downgrades :p and I don't that was the cause of JohnK's compensation payment .
 

JohnK

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Mal said:
JohnK said:
I have now received my $100 voucher from QF but sad to find out that I cannot use it for online bookings only at a QF Travel store.
I believe the offline booking fee is waived when using a voucher towards a booking.
I think you are right but I'll call QF to confirm.

Mal said:
As for credit cards, you already pay a CC Fee for booking online, with it soon to go up even more in June. I think you'll pay a CC fee when using the voucher. IIUC, QF Travel = the little "Qantas" branded stores in several capital cities. Not sure what they charge CC fee wise.
This must be a hidden fee as I always get charged the amount quoted in the booking or in the case of award booking the taxes and charges quoted.

Mal said:
BTW, Yet another time where Fuel Surcharges not being in the base fare are a disadvantage for the punters.
Yes it is a disadvantage but I have 1 year to use voucher. The way I understand any residual value on the voucher will be replaced with another voucher.
 

JohnK

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Yada Yada said:
JohnK said:
I have now received my $100 voucher from QF but sad to find out that I cannot use it for online bookings only at a QF Travel store.
Do you want to swap it for my $100 OzJet voucher?
Thank you for the kind offer Peter but I will decline this time. :rolleyes:

If you were thinking of going to Norfork Island see if you can redeem your voucher as the rumour is Ozjet will be flying BNE/SYD-NLK on behalf of Qantas shortly.
 

Damien

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JohnK said:
Does anyone know if bookings through the QF travel store attract the booking fee of $27.50? If so, then this voucher has lost almost 1/3 of it's face value.
I received one of these vouchers after getting stuck overnight in LAX after a flight crew had a car accident on the way to the airport. I was charged the $27.50 booking fee, and still feel ripped off.
 

JohnK

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Damien said:
JohnK said:
Does anyone know if bookings through the QF travel store attract the booking fee of $27.50? If so, then this voucher has lost almost 1/3 of it's face value.
I received one of these vouchers after getting stuck overnight in LAX after a flight crew had a car accident on the way to the airport. I was charged the $27.50 booking fee, and still feel ripped off.
Hmmm.... Interesting as I called QF and they advised that the booking fee will be waived.

I had better call again and get my (their) facts straight.
 

Kiwi Flyer

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I dont think phoning will help. It will only clarify the situation if you get documented in writing. While you could get a note sent saying fee is waived (helpful), you could also get the voucher record annotated with "told client that a phone booking fee applies" (not helpful).
 

NM

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JohnK said:
Hmmm.... Interesting as I called QF and they advised that the booking fee will be waived.
Yes, that's right ... they wave the fee at you, and you wave goodbye to the money as you pay the fee. End process: Fee Waved :p.
 

Kiwi Flyer

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NM said:
Yes, that's right ... they wave the fee at you, and you wave goodbye to the money as you pay the fee. End process: Fee Waved :p.
Or if that doesn't work, rename as "Phone Assistance Fee" - there is no "Booking Fee" :rolleyes:
 

NM

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Kiwi Flyer said:
Or if that doesn't work, rename as "Phone Assistance Fee" - there is no "Booking Fee" :rolleyes:
Or voucher processing surcharge ...
 

JohnK

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Kiwi Flyer said:
I dont think phoning will help. It will only clarify the situation if you get documented in writing. While you could get a note sent saying fee is waived (helpful), you could also get the voucher record annotated with "told client that a phone booking fee applies" (not helpful).
Wrong. Calling QF did help. No need for documentation in writing.

If the voucher is issued as compensation by customer care then the booking fee is waived. In my case compensation relates to having a bad experience on flight.

The procedure is to fax the voucher to QF Travel store, call them to verify which flights are required, pay the difference in airfare that voucher does not cover with credit card, send voucher to QF by post. No need to visit QF Travel store. It is as simple as that. My $100 is spent already on either a flight to NZ or Tasmania.

All is well that ends well.
 
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