QF v SIA customer service

[Forg]

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

They may be making money where every other airline isn't (yes I know this is an exaggeration but you get the point ), but saving cash on customer service is eventually going to mean they'll lose customers and WON'T be making all that money.

I'm actually suspecting if it relates to how they treat their "premium customers" vs everyone else. The majority of Platinums & people riding in J/F know what they're doing, they don't stuff up like someone such as myself does, and they frankly almost never need to deal with customer service as a result ... everything is very easy & fast online with Qantas when you know what you're doing, and as one of these premium people the in-cabin service is very good & the lounges & check-ins etc are up there among the best.
It's obviously these premium customers where they make all their dough.
Although even with their premium products it seems to me (from spousal reports & workmate comments & this forum) that they're slipping behind in fitout somewhat. Seems they're still flying old aircraft with old relatively-uncomfortable or inconvenient premium seating to quite a few high-volume destinations (eg. J seating which needs you to climb over others to go potty). Hmm this para is a bit OT for this thread though, innit.

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.

Because the results are visible to the world on Faecebook, whereas the results are only visible to one person via email or 'phone.
The only reason for good customer service is for the customer being (ahem) serviced to come back; it's about marketing. One-on-one only markets to one customer, vs Faecebook etc. marketing to the huddled masses.
*edit*
As Boomy already said.

 

[JohnK]

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

But it's been mentioned to send QF a PM on social media and they deal with issues behind the scenes.

 

[Forg]

But it's been mentioned to send QF a PM on social media and they deal with issues behind the scenes.

In that case, it's probably because someone in management of customer-service decided "social media takes precedence" and the fact it's a private message doesn't matter.

 

[nutwood]

My feeling is that Qantas is an inverted company. Most companies today are cough on the inside but gloss on the outside. Qantas prefers an alternative approach! I've had issues with Qantas. I've put my point, I've argued and suddenly it's been sorted. I'm not privy to how it all works but I suspect somewhere up the line there's someone who's been there forty years who says; "cut the cough, we broke the man's bag, just give him a new one"
In absolute honesty and fairness, there has not been one issue I've had with Qantas that they have not sorted to my satisfaction. I'd question the effort I've had to go to in order to achieve satisfaction but in today's world of entitlement, perhaps they have to make it hard?

 

[Kremmen]

I was told they are no longer dealing with Sweeney and will provide compensation for the damage.

Just wanted to update this, as the information provided at MEL is wrong. I was given a list of luggage repair places which Qantas will let you use to get a bag repaired. While 11 are in Sydney, there is only one in Melbourne and it's in Camberwell!

 

[daft009]

So arrived home in Sydney and noticed my luggage wheel was damaged. Didn't see it at airport

Was fine at check in at Changi at check-in

Best to email SQ Airlines I take it?

 

[dajop]

You might be in for a fight, SQ, like most airlines try to exclude damage to zips and external wheels.

 

[daft009]

You might be in for a fight, SQ, like most airlines try to exclude damage to zips and external wheels.

Thanks. Never knew. Won't bother then.
First damage to expensive luggage

 

[Happy Dude]

You might be in for a fight, SQ, like most airlines try to exclude damage to zips and external wheels.

QF ended up replacing my suitcase when they ripped off a wheel. They were going to repair it but a replacement wheel wasn't available so they gave me a whole new suitcase.