QF did well!

[Ghostdunks]

From what I've seen on forums, majority of posts are complaints rather than praises as people are usually more apt to be ticked off enough to post about injustices, etc than when they have been treated well. To help balance this out, I'm posting this as one way that QF have done the right thing by my book.

I just finished my SC run over the weekend, doing the Hobart-Canberra JASA run. Met a couple other guys doing SC runs as well(guessing that the end of the double SC promotion on 30 June had something to do with it). The SC run itself wasn't all that remarkable, however how QF FF handled my case was great and I thought went beyond what was expected.

I've already detailed what had happened before here (http://www.australianfrequentflyer....c-ff-points-earn-when-29006-6.html#post612505). Long story short, I I tried to take advantage of double SC promotion and try and quadruple my SC earn by booking a comfort seat with points+pay on the same JASA run so I wouldn't have to do the JASA run twice. I had PM'ed RedRoo before regarding the viability of doing this, and was told it would be fine, and after booking it, was corrected by RR that it actually wasn't possible with apologies. A QF rep called me up and offered to make up the error in information by refunding the points+cost and crediting the SC I would have earnt on that comfort seat anyway(along with double SC for both the JASA seat and refunded comfort seat). I was more than happy with this proposed compensation but as this was done over a month and half ago when I made the JASA booking, I wasn't sure it would happen when I actually flew the JASA without me following it up all over the place to get this special case credited to my account, but the rep assured me that he would keep an eye on it. As is per my norm with QF, I didn't expect much but I was pleasantly surprised.

Flew the JASA on Saturday. On Monday 9.30am, the first business day after the JASA, got a call from the same QF rep who informed me that as I had now flown the JASA, he's credited the SCs to my account! Without following up or anything, everything had been done as promised, which was quite the surprise for me, especially when dealing with customer service from companies all over the world.

In the end, for the cost of 32k points + approx $200 in taxes(cost of JASA), I got
- 720 SCs(180 x 4),
- 5378 points in points earned on those flights
- 11500 loyalty bonus points (8000 for first 500SCs, and around 3500 for remaining 220 SCs)

Quite a good outcome I thought...and as I mentioned already in my other post, kudos to QF for the way they handled the communication mistake. "Mistakes and miscommunications happen all the time, but what was more important was how these mistakes were resolved, and in this respect, I have been more than happy with their response"

 

[JohnK]

Great outcome and praise where it is due. You had assistance from a representative on this forum who passed on your issue to a colleague.

What about others that do not have the same contacts? The inconsistency is still there and is not going away in a hurry.

 

[N860CR]

I agree with John and, while in this instance it's great that they bent the rules for you, it can often be more frustrating when you hear stories of companies going above and beyond for some but doing nothing for the rest.

Good example, I had a really bad QF experience where they cancelled a flight at the last minute (about 90 mins prior) and told me "stiff". Long story short, I spent a lot of cash on a last minute DJ ticket. Customer care said "who cares, how dare you expect us to assist you when we cancel a flight" and I left it at that. The next week, I hear a story on here about Red Roo/Customer Care bending over backwards to help a no-status passenger with hotels, flights on other carriers & free upgrades on their next booking following a cancellation. Left a very bad taste in my mouth!

 

[cove]

Yesterday we were delayed leaving Perth to go through Adelaide to Sydney in J for status credits. Perth QP was very full then by contrast Adelaide QP was very quiet as we missed our connecting flight out of Adelaide. We were put on the next flight a couple of hours later. Unfortunately our most important bag missed the later flight.
That bag has our clothes for a funeral so naturally we were anxious about getting reconnected.
We received that bag later that evening so that was a very nice recovery story and the lost baggage folks did perform well.
The J flights were comfortable and the Adelaide QP food was very nice.
How a company performs when things go wrong is how to measure that business. Overall Qantas did really well in the recovery.

 

[nlagalle]

I agree with John and, while in this instance it's great that they bent the rules for you, it can often be more frustrating when you hear stories of companies going above and beyond for some but doing nothing for the rest.

Good example, I had a really bad QF experience where they cancelled a flight at the last minute (about 90 mins prior) and told me "stiff". Long story short, I spent a lot of cash on a last minute DJ ticket. Customer care said "who cares, how dare you expect us to assist you when we cancel a flight" and I left it at that. The next week, I hear a story on here about Red Roo/Customer Care bending over backwards to help a no-status passenger with hotels, flights on other carriers & free upgrades on their next booking following a cancellation. Left a very bad taste in my mouth!

Correct me if I'm wrong but wasn't that a JQ flight that was cancelled?

 

[amaroo]

In the end, for the cost of 32k points + approx $200 in taxes(cost of JASA), I got
- 720 SCs(180 x 4),
- 5378 points in points earned on those flights
- 11500 loyalty bonus points (8000 for first 500SCs, and around 3500 for remaining 220 SCs)

Now that is a beautiful haul......beats flying to LOTFAP and criss-crossing the country:!:

 

[mannej]

Correct me if I'm wrong but wasn't that a JQ flight that was cancelled?

I believe that this was a separate situation that was raised in that JQ thread.

I think it was last flight out of BNE cancelled yet the pax needed to be in SYD so declined the hotel offer and went to DJ instead.

 

[N860CR]

Yep QF flight. Wouldn't have expected anything on JQ (hence i don't fly with them when I need to be somewhere)

 

[Grooba]

Now that is a beautiful haul......beats flying to LOTFAP and criss-crossing the country:!:

No way!!!!!

 

[JohnK]

Qantas really do try hard but at times they fail.

I turned up to BNE airport at 18:45 for a 19:55 flight and checked-in at business check-in counter. After receiving my boarding pass and luggage receipt I was told that the flight is delayed. I left it at that as I was not sure what was happening to 19:25 flight.

In lounge more and more delays. They have been offering anyone without checked luggage to go on 20:25 which is leaving on time. Both 19:55 and 20:55 are delayed.

Why wasn't I offered a seat on earlier flight if there have been delays all day? Why not flow forward? Not just when there are delays but all the time. Who cares about protecting stupid flexibility of tickets. Virgin changed me to earlier with checked luggage. Qantas can as well.

By the way I have an early morning flight from SYD international and at this point in time I am starting to panic....

 

[serfty]

Having checked luggage maks flexibility far more difficult.

 

[JohnK]

Having checked luggage maks flexibility far more difficult.

Apparently not if flying Virgin.

Now if Virgin can do it then I am wondering why Qantas cannot do it. Too hard?

 

[serfty]

Apparently not if flying Virgin.

Now if Virgin can do it then I am wondering why Qantas cannot do it. Too hard?

Actually, if you look at the Virgin "Fly-Ahead" T&C's those with checked luggage are excluded.

...
12.2.2 the Fly Ahead flight selection is made at least 30 minutes before departure while the flight is still open for check-in and the Member and guest only carry hand luggage and agree no meal is guaranteed ...

While there are quite a few anecdotes of changing in the "Lounge", such in relation to those with checked luggage are rare.

 

[medhead]

Actually, if you look at the Virgin "Fly-Ahead" T&C's those with checked luggage are excluded.



While there are quite a few anecdotes of changing in the "Lounge", such in relation to those with checked luggage are rare.

It's possible in both SYD and MEL to get around that condition with a bit of extra walking. Go to the lounge first, fly ahead, then check in luggage.


Sent from the Throne

 

[JohnK]

Actually, if you look at the Virgin "Fly-Ahead" T&C's those with checked luggage are excluded.



While there are quite a few anecdotes of changing in the "Lounge", such in relation to those with checked luggage are rare.

I can only go by personal experience of having checked luggage in BNE and I was changed to earlier flight in the lounge. I did not ask to go on earlier flight it was simply offered.

Now if Virgin can do this then it cannot be a system restriction and it is good customer service.

Qantas flew 2 aircraft almost empty the other night. Why fill up the previous aircrafts with passengers with no checked in luggage? Why not leave them on their original flights? Worried that the last 2 flights may not leave? So penalise anyone with checked luggage instead of offering them a seat on an earlier flight as well. Makes no sense to me.

But true customer service is a difficult concept to understand....

 

[Ghostdunks]

In the end, for the cost of 32k points + approx $200 in taxes(cost of JASA), I got
- 720 SCs(180 x 4),
- 5378 points in points earned on those flights
- 11500 loyalty bonus points (8000 for first 500SCs, and around 3500 for remaining 220 SCs)

Just did a review of my last year flying(my year ended Sept 30), and noticed an anomaly. Looks like after the QF rep had manually fixed it for me and had credited me the double SCs, a few days later the automated double SCs process must have kicked in and has credited me another set of 180 SCs! So in total, I got 900 SCs(5 x 180 SCs) for that one SC run that day. Can't complain about that. Shame its all been wiped now as part of the year ending, could have used those extra SCs for this year, but at least it adds to my lifetime total. Not often that you manage to pull the FF equivalent of the monopoly card "Bank Error in your favour, collect $200". Thanks QF!

 

[drewbles]

*removed*

My advice would be to not post about this kinda thing, lest they figure out their mistake and fix it.

Some things are better left unsaid

 

[v8Statesman]

It's a shame that people feel the need to hijack a thread that is positive about QF and cut them down. I think there is more than enough QF bashing threads out there.


Sent from my Telstra iPhone using the Australian Frequent Flyer application.

 

[Ghostdunks]

Hehe yeah i considered that too drewbles, but decided i don't actually mind if they "fix" this particular mistake. After all, i already got a good deal from them already so if they want to take back the cherry on the icing, thats ok too. Ofc, if they're not going to fix it and i keep the SCs, then I'm perfectly fine with that too

 

[drewbles]

It's a shame that people feel the need to hijack a thread that is positive about QF and cut them down. I think there is more than enough QF bashing threads out there.


Sent from my Telstra iPhone using the Australian Frequent Flyer application.

I'd hardly call protecting the OP's SC's a hi-jacking, more friendly suggestion. We all look out for each other around here (at least, I used to think that...)