QF v SIA customer service

[henleybeach]

Just thought I would share my customer service experience with qantas and Singapore airlines.
Feb 16 2018 I flew ADL-MEL-SIN business class with qantas .
Once I landed in Singapore and collected my bag, I noticed 2 of the wheels were smashed off and my case cracked . It was around 2300 so I just got in a cab and to my room. Took photos and and sent a email to qantas. Got the standard generic email back saying the would reply within 15 days . To this day I’ve not heard a response. Nothing . Two days ago I tried ringing up and I was on hold three seperate times for 45 minutes so I gave up .
Obviously while I was in Singapore I bought a new suitcase to come home with . Flew home Singapore airlines, when we landed and my bag came out, I couldn’t believe it my brand new bag that was 3 days old was smashed !
First time I’ve ever had damaged suitcase let alone two in one trip within a week ! I emailed Singapore airlines and Took photos that night at home after landing. The very next day Singapore airlines rang me to apologise and said to take my suitcase to a luggage shop in Adelaide for inspection . I did that and within a week (February)a brand new suitcase was delivered to my door ! I was blown away with the customer service. And I’m still waiting to hear back from qantas!

 

[boomy]

Sadly I’m not surprised. SQ customer service is probably the best in the world. QF used to have generous luggage replacement policy where they never argued with customers and immediately sent them to repair shop, all expenses covered. Unfortunately they changed the rules couple of years ago and now they are doing everything in their power to avoid responsibility.

 

[juddles]

I have continued to support Qantas for so many years due to some outstanding crew, and more recently, the support I get from the P1 team.

Apart from a few small areas, in the rest of the service they get absolutely smashed by so many other airlines. Your story re your differential baggage-damage experiences is, IMHO, a perfect example of where they fail.

If this bad experience for you costs them just one of your next bookings, they come out behind. You are not the winner here, but they will lose more. Shallow consolation....

 

[mannej]

Have you tried contacting QF by social media?

 

[juddles]

Have you tried contacting QF by social media?

mannej, am not bagging your post, as I know you do it attempting to help the OP, and I get that the more public the shaming the more it gets heard, but I am a traditional oldie, and I object that the OP's private email and attempts to phone are unsuccessful, and that they should have to resort to "social media" to get a response.

Social media relies on public grievances. Modern day lynch mobs and political appeasement. If a very formal and correct communication style (such as the OP's initial email) is not sufficient to establish communications between the parties, then the system is stuffed.

 

[mannej]

mannej, am not bagging your post, as I know you do it attempting to help the OP, and I get that the more public the shaming the more it gets heard, but I am a traditional oldie, and I object that the OP's private email and attempts to phone are unsuccessful, and that they should have to resort to "social media" to get a response.

Social media relies on public grievances. Modern day lynch mobs and political appeasement. If a very formal and correct communication style (such as the OP's initial email) is not sufficient to establish communications between the parties, then the system is stuffed.

No need for a public post on QF’s FB or twitter page, as they do respond to PM’s

 

[MEL_Traveller]

May have been better in the QF situation to advise at the airport as you are required to notify the airline as soon as you discover the damage.

 

[henleybeach]

No need for a public post on QF’s FB or twitter page, as they do respond to PM’s

I have sent them a PM on Facebook two days ago...... yer to hear anything . I kept it simple with facts and all relevant info

 

[Pushka]

mannej, am not bagging your post, as I know you do it attempting to help the OP, and I get that the more public the shaming the more it gets heard, but I am a traditional oldie, and I object that the OP's private email and attempts to phone are unsuccessful, and that they should have to resort to "social media" to get a response.

Social media relies on public grievances. Modern day lynch mobs and political appeasement. If a very formal and correct communication style (such as the OP's initial email) is not sufficient to establish communications between the parties, then the system is stuffed.

I totally agree with you that emails etc should be responded to. Unfortunately with Qantas, Telstra, Ticketmaster and NAB in the last few months, in desperation after multiple attempts to call and email, I resorted to twitface. Only then did I get any response. Sad indictment.

We did have baggage damaged in the domestic Adelaide airport and there was a note on the case when it arrived. And a follow up email. I wonder if this was a local area baggage handler issue.

 

[henleybeach]

May have been better in the QF situation to advise at the airport as you are required to notify the airline as soon as you discover the damage.

Yer I noticed that on their website after I got to the hotel room, thought th

I totally agree with you that emails etc should be responded to. Unfortunately with Qantas, Telstra, Ticketmaster and NAB in the last few months, in desperation after multiple attempts to call and email, I resorted to twitface. Only then did I get any response. Sad indictment. Also sad that other people knew what I’d had to do.

We did have baggage damaged in the domestic Adelaide airport and there was a note on the case when it arrived. And a follow up email. I wonder if this was a local area baggage handler issue.

I’m sure this a tactic from the big companies , just ignore , ignore , ignore and the customer will just give up because it’s too hard !

 

[Pushka]

Yer I noticed that on their website after I got to the hotel room, thought th


I’m sure this a tactic from the big companies , just ignore , ignore , ignore and the customer will just give up because it’s too hard !

Just like Insurance companies. Deny on the first claim unless it’s impossible to deny.

 

[drron]

Just like Insurance companies. Deny on the first claim unless it’s impossible to deny.

What sort of business woman are you.The claim is undeniable so you just give up!.In the words of Winston Churchill-never,never,never,never give up.

 

[Pushka]

What sort of business woman are you.The claim is undeniable so you just give up!.In the words of Winston Churchill-never,never,never,never give up.

Oh I never give up. In reality I only claim when I absolutely know I have a legitimate claim and don’t let them win.

 

[Quickstatus]

Are baggage handlers employed by the airline or the airport?

 

[moa999]

Are baggage handlers employed by the airline or the airport?

Generally airline or third party handling company (which in some cases might be the airport, though generally not in Aus)

 

[Quickstatus]

The possible culprit for both could be the baggage handlers in SIN. I suspect they are not employed by QF

 

[MEL_Traveller]

The possible culprit for both could be the baggage handlers in SIN. I suspect they are not employed by QF

It would be a ground handling agent I think. But makes no difference who employs them, the last carrier is responsible for sorting out any damage.

 

[Quickstatus]

It would be a ground handling agent I think. But makes no difference who employs them, the last carrier is responsible for sorting out any damage.

Ah of course! I think that’s a Montreal Convention thing.

If the passenger exits the airport without making a report at the airport then would this be prima facie evidence that the luggage was received in good condition?

 

[RooFlyer]

If the passenger exits the airport without making a report at the airport then would this be prima facie evidence that the luggage was received in good condition?

Very difficult to prove airline/handler damage occurred f the bag has been taken off premises before report.

 

[MEL_Traveller]

...then would this be prima facie evidence that the luggage was received in good condition?

... at least for obvious external damage. Sometimes a bag frame or tubing can get bent, even slightly, rendering the telescopic handle difficult to extract, or give the bag a wobble. Subtle damage like that may not be noticeable immediately, especially if you use a baggage trolley straight at the claim belt.