QF v SIA customer service

[Sdtravel]

I had my rimowa bag damaged a year ago on a QF flight.
The amount of paperwork required to lodge a claim via their system had to be designed to be a deterrent

Your passenger ticket or if your ticket was electronic, your E-Ticket itinerary/receipt;
Your baggage receipts given to you at check in;
Photographic identification; (copy of passport or driver’s license)
Proof of purchase (if you are providing receipts as proof of purchase then original receipts must be provided)
Pictures of damage to bag
Brand of bag, Age of bag, original cost of bag

And if you have all that you have to upload it all in a file less than 1MB in size.

I did get it sorted and repaired but i definitely thought they were trying to make it as hard as possible.

 

[Paddoboy]

I am not surprised as all we see of Qantas is the CEO posting messages on social media and the key executives being paid millions and yet they cant even get the basics right. We are sick of booking flights to end up with another carrier (Just to get FF points) and having our luggage damaged. They, like a lot of companies have lost the "customer service" ethic by using technology to reply to requests and how simple is it to restore.

 

[Paddoboy]

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

Sure is the baggage handlers fault however Qantas is responsible for repair or renew. They try to put you off by making it difficult.

 

[mannej]

I am not surprised as all we see of Qantas is the CEO posting messages on social media and the key executives being paid millions and yet they cant even get the basics right. We are sick of booking flights to end up with another carrier (Just to get FF points) and having our luggage damaged. They, like a lot of companies have lost the "customer service" ethic by using technology to reply to requests and how simple is it to restore.

If you are referring to codeshares, isn't this information disclosed when you book the flight? Not sure how it relates to the performance of the airline...

 

[Kremmen]

Years ago, Qantas damaged a bag of mine and sent me to Sweeney Luggage, who replaced it. Recently, another bag was damaged by them. I was told they are no longer dealing with Sweeney and will provide compensation for the damage. The new system is definitely designed to be hard. They request a copy of the original receipt for the bag, which is ludicrous. (I seldom keep receipts for items once their warranty has run out and the bag is over 5 years old. fwiw, it's also not my primary bag and hasn't covered nearly as many kms.) Instead of just starting the whole process with the airport report, you have to go to a web page to enter your data (all of which they already have)! Worse still, the web page isn't coded correctly and wouldn't accept the code I'd been given at the airport! I contacted them via Facebook and got the claim process started, once I'd given them all the data (flight number, etc, which Qantas already has). The claim email that you get then asks for photos of the damage and a copy of the receipt for the bag. I sent the damage photos, but obviously not the impossible receipt copy, and have heard nothing since.

It's a massive time-waster of providing the airline information they already have, multiple times, in the hope you'll give up.

 

[BAM1748]

Have you tried contacting QF by social media?

This is social media isn't it?

 

[mannej]

This is social media isn't it?

Correct, but QF don't have an official presence here.

 

[Jacksond]

Not everyone uses social media. I have no interest in using Facebook or Twitter for any reason. If I can't contact a business via email or phone, I have no desire to deal with them.

 

[Paddoboy]

If you are referring to codeshares, isn't this information disclosed when you book the flight? Not sure how it relates to the performance of the airline...[/QUOTE
If I book Qantas I don't care if they want to use another Airline however I expect to fly Qantas. Far too much of this sharing going on.

 

[Paddoboy]

I also expect some form of customer service which is sadly lacking from Qantas. Other Airlines can do it. Why can't Qantas. I really object to the CEO giving his opinion on social matters using the excuse that Qantas has certain values. What about the value of Customer Service

 

[Paddoboy]

I also expect some form of customer service which is sadly lacking from Qantas. Other Airlines can do it. Why can't Qantas. I really object to the CEO giving his opinion on social matters using the excuse that Qantas has certain values. What about the value of Customer Service

Now that you have got me started, I also object to the massive salaries paid to the CEO and senior managers. It is a well know fact the rebellions happen when there is a gap between the rich and the poor.

 

[Limewood]

But Alan said Qantas is a 1st class world airline was he wrong

 

[mannej]

If I book Qantas I don't care if they want to use another Airline however I expect to fly Qantas. Far too much of this sharing going on.

To suggest QF aren't getting the basics right because they codeshare is absurd. As I have mentioned, it isn't as if the information isn't disclosed when one is making a booking.

I also expect some form of customer service which is sadly lacking from Qantas. Other Airlines can do it. Why can't Qantas. I really object to the CEO giving his opinion on social matters using the excuse that Qantas has certain values. What about the value of Customer Service

Here we go again

 

[lastrow]

Qantas is getting more like TAA was every day.

 

[p--and--t]

Sounds like many (allegedly) 5 star Airlines are similar.

LH

I lodged a complaint in writing with Lufthansa in August last year. Over broken processes, serious safety & security breaches, staff training.

I received an email (I presume automated) in German that said (translated) they had received a complaint.

Half a day later I got an email in English that said my complaint was registered and gave me a reference number and they would be back in touch.

Guess what - April the year later.... contact = zero

SQ

Lodged a complaint with Singapore Air twice that they had deleted our preassigned seats on two flights and assigned my partner and I to different areas of the cabin.

A lengthy animated/agitated call to the call centre refusing to hang up until resolved was required to move us back together again (and to the seats we originally reserved that were vacant!)

 

[GCBSYD]

Had same situation with QF - brand new suitcase came off carousel and noticed crack. Went to Baggage Services and was handled quickly and efficiently. Given a Case Reference # and instructed to contact QF online and provide additional pics etc. Did so, received the standard "will receive a reply in 15 business days" Was contacted by QF approx. 1 week later offering either a new suitcase (Antler brand) or cash to subsidise suitcase of my choice. Chose the latter and money deposited to my account 2 days later. Well done QF and thank you

 

[Pleb Status]

A similar baggage related story to share...

The only time SQ lost my bag (travelling in J arriving into SIN), SQ gave me SGD150 cash on the spot and my lost bag arrived at my hotel six hours later.

The last time QF lost my bag (travelling in J arriving into LHR), QF baggage services effectively told me to FO, I had to fend for myself and my bag finally arrived almost two days later.

I would be happy if SQ temporarily lost my bag on every flight...

 

[lwcarden]

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!

A different situation but the difference between QANTAS and Virgin was amazing. My husband had to be transferred back to Qld from Victoria. Had to wait 2 1/2 hours for QANTAS to call back and then even though I said the hospital would transfer him by ambulance to the airport, they said I would have to give them a medical certificate and then they would consider it. Gave up and Virgin who answered the call immediately, then transferred me to the appropriate person who couldn't have been more helpful - over all the assistance possible and gave suggestions which would assist. My husband was transferred direct to the Sunshine Coast and they were absolutely fantastic.

QANTAS has no idea an doesn't want to know - Service DOESN'T EXIST!!!!

 

[JohnK]

There's a reason Qantas has one of the highest paid CEOs and it's not because they do customer service well.

I would be grateful if someone can explain to me why emails to Qantas customer service are ignored but PMs on Facebook/Twitter get results.

 

[boomy]

I would be grateful if someone can explain to me why emails to Qantas customer service are ignored but PMs on Facebook/Twitter get results.

I assume because emails are private while posts on FB/TW are public so they are harder to ignore.