QF : Yet another example of bad service

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dfagan

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Aug 7, 2017
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Air Berlin flights ARN-DUS-VIE booked via QFF. We overnighted at ARN for a very early morning departure however on arriving at check-in desk area no AB flight and no AB staff anywhere. Despite QFF having two separate contact pointgs nil attempt was made to advise my husband and I of the cancellation. I understand: it could have just occurred; we rebook at our cost of course to fly to VIE. That same morning I emailed QFF with all the details requesting a refund of the points and taxes. That was June 9. Only response was the automated reply that day which was, again, understandable. June 14 I receive what read like an automated response "Did you know you can change your flight, check in online, add special requests, update your contact details, request a Frequent Flyer upgrade and more through Manage Your Booking at qantas.com. " D'uh! Yes I did. It also advised that the issue was being passed on to Customer Care and I duly received an automated response from them. Two months later still no response so I resent the original email. Admittedly I received both an automated response and one with a more personal touch which suggested that I call a number for the reason why our AB flights had been cancelled although I had never raised the issue of why merely that I wanted both points and the money recreditted. Unfortunately the QF reply did not deal with this at all. After several more weeks with no response I emailed QFF/Customer Care/QFF Management yet again. Nil response.

On August 30 I decided to raise the issue with the ACA whose prompt response was in marked contrast to Qantas'. Eleven days later I receive an email from QF Customer Care to advise that the points and money were to be recreditted. Unsurprisingly, no mention was made by them of the ACA despite QF copying them in on the email.

What I was unable to achieve in over three months of constant updating of QF and their relevant departments and management, the ACA was able attain in a total of 11 days!
Thanks to everyone at the ACA -- my regret is not having gone to you sooner.
 
This is the new Qantas... literally the moment you step off the aircraft all the smiling FAs and "call Australian home" flag waving is done, over, kaput... in essence, you're a liability.

It is a shame that "fob off and hope they go away" accounts for majority of the QFF customer experience play book.
 
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