QFF = Terrible customer service! (resolved by Red Roo)

[don5813]

So I have a question for anyone out there. My wife has been on maternity leave for the past 10 months. She normally travels a lot for work and last year was just shy of reaching platinum. Been on maternity leave she wasn’t going to be traveling as much so called up the QFF team and asked what she could do to put her membership on hold etc (given this is what I did with my VFF with no problem what so ever). The person told her that she should call back once her gold status had actually expired, and then they could help her out. My wife took this advice and once her status had expired called up QFF again, and was told that no this wasn’t the case and that she had received incorrect advice. Given this was their mistake my wife complained about this and was then told that there was no record of her previous call so they couldn’t (wouldn’t) do anything about it. So basically told their customer that she was lying.

My question is… is this normal QFF service. Surely gold members should have some sort of sway with bending the rules, especially when it’s from their dodgy call center staff making mistakes. To go from a Gold QFF almost reaching platinum one year to then because been on maternity leave the next year been bumped down to silver. Has anyone had any luck fighting things with QFF or do they just not care?

 

[Red Roo]

So I have a question for anyone out there. My wife has been on maternity leave for the past 10 months. She normally travels a lot for work and last year was just shy of reaching platinum. Been on maternity leave she wasn’t going to be traveling as much so called up the QFF team and asked what she could do to put her membership on hold etc (given this is what I did with my VFF with no problem what so ever). The person told her that she should call back once her gold status had actually expired, and then they could help her out. My wife took this advice and once her status had expired called up QFF again, and was told that no this wasn’t the case and that she had received incorrect advice. Given this was their mistake my wife complained about this and was then told that there was no record of her previous call so they couldn’t (wouldn’t) do anything about it. So basically told their customer that she was lying.

My question is… is this normal QFF service. Surely gold members should have some sort of sway with bending the rules, especially when it’s from their dodgy call center staff making mistakes. To go from a Gold QFF almost reaching platinum one year to then because been on maternity leave the next year been bumped down to silver. Has anyone had any luck fighting things with QFF or do they just not care?

Sorry to hear of this miscommunication and confusion. I'd be happy to follow up internally if you could send me the details via private message.

 

[mannej]

QFF = Terrible customer service!

Whilst I can understand the disappointment of losing Gold status, I don't believe QF have any clause allowing memberships to be placed on hold for parental leave unfortunately.

As a bit of perspective, a SG is under WP and WP1 members in terms of bending the rules, so it should not be expected as an entitlement.

Any move to comp the status is good-will, as QFF are not bound by their Terms and Conditions to do so.

 

[Ansett]

I had my QP membership put on hold whilst I was overseas for a considerable period time whereby I would not be flying other than holidays which tended to be on charter flights or non aligned partners.

 

[docjames]

So I have a question for anyone out there. My wife has been on maternity leave for the past 10 months. She normally travels a lot for work and last year was just shy of reaching platinum. Been on maternity leave she wasn’t going to be traveling as much so called up the QFF team and asked what she could do to put her membership on hold etc (given this is what I did with my VFF with no problem what so ever). The person told her that she should call back once her gold status had actually expired, and then they could help her out. My wife took this advice and once her status had expired called up QFF again, and was told that no this wasn’t the case and that she had received incorrect advice. Given this was their mistake my wife complained about this and was then told that there was no record of her previous call so they couldn’t (wouldn’t) do anything about it. So basically told their customer that she was lying.

My question is… is this normal QFF service. Surely gold members should have some sort of sway with bending the rules, especially when it’s from their dodgy call center staff making mistakes. To go from a Gold QFF almost reaching platinum one year to then because been on maternity leave the next year been bumped down to silver. Has anyone had any luck fighting things with QFF or do they just not care?

mrsdoc previously had Gold status with QFF and they were happy to extend her Gold status by 12 months (comp) after 12 months maternity leave (and reduced travel - although she had done enough in they year off to still reach silver).

 

[Daver6]

I've experienced similar too. You are told one thing. Then when the time comes, it isn't followed through. You raise that you were told differently and just told that the person who told you made a mistake/told you the wrong thing/shouldn't have said that and bad luck.

I currently have that exact issue going on with QF now (the scenario, I described, not status issues as you do). Basically, QF expect you to wear the cost of their mistakes.

 

[kevrosmith]

While not an "on-hold" scenario, don't QFF often take into account the 3-year average when considering requests for complimentary extension of a particular membership level? While not a published benefit, there is quite strong anecdotal evidence this occurs, and (I thought) was even discussed by QFF staff at the lunch at QT Sydney last year.

Regarding the issue of call centre staff, I now keep a log of calls to airline call centres, noting the date/time, name of the agent and the particulars of the call. I would expect that the call centre staff also keep a log of the call in their CRM system, but unfortunately, this doesn't always seem to be the case.

 

[Daver6]

Regarding the issue of call centre staff, I now keep a log of calls to airline call centres, noting the date/time, name of the agent and the particulars of the call. I would expect that the call centre staff also keep a log of the call in their CRM system, but unfortunately, this doesn't always seem to be the case.

My experience is that makes no difference. The response is that person was wrong to tell you that, bad luck.

 

[MEL_Traveller]

So I have a question for anyone out there. My wife has been on maternity leave for the past 10 months. She normally travels a lot for work and last year was just shy of reaching platinum. Been on maternity leave she wasn’t going to be traveling as much so called up the QFF team and asked what she could do to put her membership on hold etc (given this is what I did with my VFF with no problem what so ever). The person told her that she should call back once her gold status had actually expired, and then they could help her out. My wife took this advice and once her status had expired called up QFF again, and was told that no this wasn’t the case and that she had received incorrect advice. Given this was their mistake my wife complained about this and was then told that there was no record of her previous call so they couldn’t (wouldn’t) do anything about it. So basically told their customer that she was lying.

My question is… is this normal QFF service. Surely gold members should have some sort of sway with bending the rules, especially when it’s from their dodgy call center staff making mistakes. To go from a Gold QFF almost reaching platinum one year to then because been on maternity leave the next year been bumped down to silver. Has anyone had any luck fighting things with QFF or do they just not care?

While docjames seems to have a positive story on this, I question what effect the 'bad' advice actually had?

If the QF service centre told you from the outset they don't allow status to be 'on hold', would your wife have gone out flying in order to maintain status?

If so, she might rightly have reason to complain. If on the other hand she wasn't going to fly anyway... what's the practical difference?

 

[yohy?!]

 

[OATEK]

While docjames seems to have a positive story on this, I question what effect the 'bad' advice actually had?

If the QF service centre told you from the outset they don't allow status to be 'on hold', would your wife have gone out flying in order to maintain status?

If so, she might rightly have reason to complain. If on the other hand she wasn't going to fly anyway... what's the practical difference?

It seems to me that the practical question is whether QF staff will say anything to get you off the line thinking good thoughts, knowing that it will be someone else's problem later when things hot up.

 

[juddles]

I get so sick of non-frequent-flyers complaining when they do not get rules bent so that they can be recognized as frequent-flyers.

Yeah, I get the whole "told different stories" gripe, which is valid, but underneath all that is this desire to get rules bent to suit personal circumstances.

I fly. But if the rules get bent for everyone that doesn't, then where am I? QF IMHO shows ME loyalty when they don't drop their pants to everyone else.

 

[MEL_Traveller]

I get so sick of non-frequent-flyers complaining when they do not get rules bent so that they can be recognized as frequent-flyers.

Yeah, I get the whole "told different stories" gripe, which is valid, but underneath all that is this desire to get rules bent to suit personal circumstances.

I fly. But if the rules get bent for everyone that doesn't, then where am I? QF IMHO shows ME loyalty when they don't drop their pants to everyone else.

I certain circumstances, extending gold for maternity leave makes perfect commercial sense.

During the period of leave, the mother is unlikely to be flying around too much, so won't be using any of the benefits. When they return to work, the airline wants to make sure they still fly Qantas, and not change to Virgin. Golden hand-cuffs are a powerful tool.

However... on the flip side... if the mother has no intention of going back to work... but uses the following year's extension to fly around the country to visit aunts and uncles in Brisbane... and a few trips to Perth to visit the grandparents... there is no ongoing benefit to QF.

It would be a huge tick in the 'family friendly' policy area if QF did suspend membership during maternity leave.

 

[maroonone]

I think it's the "age of enttlement" coming through. Many people stop flying for many reasons (temporary unemployment comes to mind) and many women on maternity leave fly a lot visiitng distant family with the new arival. A consistent policy might be to formailise the "3 year average points" unwritten rule then everyone would know where they stand. Of course in the good old days you got a letter saying you didn't look like requalifying and you replied with a story why and how next year would be different and you retained status due to a kind compassionate QFF staff. I guess they're all long gone now.

 

[jackthomas]

I believe this is one true benefit of Velocity membership... Parental leave pause.
Sorry to hear of the miscommunication though.. Hopefully QF will follow through to help somehow, although not sure they are obliged to

 

[ChasingDaylight]

I certain circumstances, extending gold for maternity leave makes perfect commercial sense. During the period of leave, the mother is unlikely to be flying around too much, so won't be using any of the benefits. When they return to work, the airline wants to make sure they still fly Qantas, and not change to Virgin. Golden hand-cuffs are a powerful tool.

Potential slippery slope IMHO. What if someone was in an accident or suffers from a medical condition whereby they can't fly for a certain period? A suit that isn't flying as much becauase of economic woes? A member of defence who has been sent on deployment? Etc etc etc. You've got to draw the line somewhere and I think either a membership hold for 6/12 months irregardless of reason or retaining the status quo is best.

 

[Pushka]

I can understand putting paid QP membership on hold but Status "membership" is a different issue and I wouldn't expect them to accommodate that.

 

[amaroo]

I believe this is one true benefit of Velocity membership... Parental leave pause.
Sorry to hear of the miscommunication though.. Hopefully QF will follow through to help somehow, although not sure they are obliged to

I wish they'd emulate family pooling ... I'd be at least a WP2 by now :mrgreen:

 

[SQ421]

I can understand putting paid QP membership on hold but Status "membership" is a different issue and I wouldn't expect them to accommodate that.

Their competition does. And for that reason alone QF might well want to look into that, if not a matter of publicly stated policy then certainly as a matter of "ask and ye shall receive".

 

[blackcat20]

I can understand putting paid QP membership on hold but Status "membership" is a different issue and I wouldn't expect them to accommodate that.

But status membership gives you a QP membership; you get the QP T&Cs pack when you achieve SG or above. If you can pause QP as a paid member I'd expect to be able to pause it as an SG.