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

[mannej]

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".

Considering that VA have had the Parental Pause benefit in for a couple of years now seems to indicate to me that if QF wanted to do it, they would have done it by now.

 

[Pushka]

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.

I see a difference. The SG level is earned by loyalty in flying and which happens to give, amongst other benefits, club access for the duration. The paid QP is a subscription and most subscriptions of this kind can be deferred.

As far as what the competition offers that isn't necessarily a reason to change the business model.

 

[blackcat20]

I see a difference. The SG level is earned by loyalty in flying and which happens to give, amongst other benefits, club access for the duration. The paid QP is a subscription and most subscriptions of this kind can be deferred.

As far as what the competition offers that isn't necessarily a reason to change the business model.

But SG lounge access is by virtue of a "complimentary" QP membership.

 

[mannej]

But SG lounge access is by virtue of a "complimentary" QP membership.

However, the complimentary membership is only part of the benefit afforded by SG status, so not quite the same.

 

[don5813]

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.

IMHO, the loyalty that you have shown in the past though should be what makes them bend rules for you. To me that's part of the point of the loyalty programs, when something comes up for me I expect to be able to call up VFF and they should do what they can to accommodate me.

 

[mannej]

IMHO, the loyalty that you have shown in the past though should be what makes them bend rules for you. To me that's part of the point of the loyalty programs, when something comes up for me I expect to be able to call up VFF and they should do what they can to accommodate me.

IMO, the expectation of entitlement is going to end in disappointment when they stick by the rules.

VFF have the benefit, that is where any reference should stop as it is an irrelevant argument when trying to persuade QFF into bending the argument.

 

[RichardMEL]

Personally i think the real "story" here is the contradictory information given by QF which leads to confusion and expectations not met. Weather QFF has a policy like VA or not is kind of moot, they should be consistent to whatever their policy IS - it's then up to the punters to vote with their dollars.

I absolutely agree putting a PAID QP membership on hold is very different to a membership status gained through activity. If you can't use a service you have paid for (Qantas Club) then I see a reasonable grounds to request a years hold given circumstances such as family issues/new parent, sickness etc. You've paid up front for a service you can't use. Now I can also see an argument for refusing such a request ("you paid for it. it's not our fault you can't use it") but I think it makes more sense to offer an extention or whatever. However elite status is (usually ) not paid for up front, but earned. I see this as different.

Seems to me a reasonable compromise would be to wait till the end of the status year, or near the end, and call QFF up and cite *forward bookings* as a reason to renew - if you could say show forward bookings worth ~100 SC or something as "proof" of a return to work and intent to renew status with QF, then it's a much easier propisition for QF to say "OK, we'll continue the Gold status given booked activity".. but to ask for it because "well, I might go back to work and travel with QF or not" doesn't seem enough to go on.

I'd also agree with the previous comments re the "3 year average" - perhaps this customer just doesn't add up per QFF's metrics (that sounds harsh, sorry).

I do think it's a bit much to declare that the service is "terrible" based on expecting or wanting an exception to be granted. Yes, all cases are individual, but QF is acting within the terms of their program and it's absolutely up to them how they proceed.

As it happens 10 years back I was top tier (WP equivalent) with two carriers, and for medical reasons had to be grounded for 5 years. I lost all status (of course) and so on. I never once thought to contact a carrier and say OK I'm back now can I have my status back? I simply have earned it again and am very happy to be back travelling the world and enjoying life.

At the end of the day status and its perks are nice and all, but if you don't have it due to not earning it it's hardly the end of the world.

Just my 2 cents. *flame proof suit on*

 

[Pushka]

No flames. Yes, the contradictory info didn't help but the only outcome was disappointment as the end result wasn't impacted by it.

 

[JohnK]

Yes the real issue here is inconsistent information provided by the call centre staff.

Personally I don't agree with being able to pause status benefits.

 

[juddles]

......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.....?

To the OP, can we get some clarification on dates? If you are "gold almost platinum" due to flying in one year, you will be gold the entire next year, and then drop to silver in the THIRD year if you have done bugger-all flying.

And I believe that QF have a very good (even if unpublished) soft-landing and averaged system. To drop from gold to silver in one year seems to require that you only barely had gold to start with for the previous couple of years.

 

[don5813]

To the OP, can we get some clarification on dates? If you are "gold almost platinum" due to flying in one year, you will be gold the entire next year, and then drop to silver in the THIRD year if you have done bugger-all flying.

And I believe that QF have a very good (even if unpublished) soft-landing and averaged system. To drop from gold to silver in one year seems to require that you only barely had gold to start with for the previous couple of years.

I'm not sure of the exact dates involved, the renewal date I believe was in April which timed in pretty much with leave starting in June. QF have been back in touch though and they've come to the party. I'm not sure what they have based it on but the gold status has been extended for 12 months so I take back anything nasty I have said about QF... in this instance anyway!
The main point I had any issue with was the conflicting information. If we had known from the start that there was no chance of an extension then that would be one thing, it was how this was dealt with that got me. Thanks to Red Roo for your assistance.

 

[medhead]

A couple of thoughts:

In my experience having a child involves 4 to 6 months without flying. Just saying, in relation to the idea that the mum would spend the next 12 months flying around to see family on gold benefits (so what if they did anyway - more money to qantas)

On the Qantas club membership pause theme. It all comes down to the benefit that is given. It used to be that Gold/platinum got given complimentary Qantas Club membership. I can see no argument to say that having been given membership of Qantas Club that the full terms and conditions of Qantas Club membership shouldn't apply. If QC membership does allow a parental pause then there is no reason to not pause the QC membership. There would be consequences, of course, after the status level ends then all other status benefits disappear. They just get the remaining QC membership, no Business/First lounges for ex-platinums. QC membership and QFF may have different end dates already.

Having said that, the current status benefits do not provide complimentary QC membership. They provide access to Qantas Clubs. There is a subtle difference between QC membership and being allowed into the Qantas Club. (Glad to see that my paid membership is exclusive once more. No status scum fouling it up. )

I've also just checked the Qantas Club terms and conditions. I can't find any reference to a family/parental pause. The only pause that I'm aware of is when attaining status level that offers (now) access to the QC. Would appreciate a link to the QC parental pause condition.

Actually come to think of it, I didn't even see the status QC pause condition. perhaps my remaining, on hold QC membership has disappeared...

 

[juddles]

...I take back anything nasty I have said about QF.....

Start with the title of this thread?

 

[don5813]

Re: QFF = Terrible customer service! leading to redemption!

Start with the title of this thread?

If there was an edit button I could mention the redemption part!

 

[Anna]

Re: QFF = Terrible customer service! leading to redemption!

Congratulations on getting the result you wanted.

I also asked QF to do something for a SG family member that VA will do but isn't a published QF benefit. I did it by sending a PM to Red Roo at the end of last year. I got no response at all, not even 'thanks for your PM but no way'. As a consequence I now fly VA, and QF has lost a platinum member - only 25 SCs on QF so far this year and not 4 squiggles yet, as opposed to over 1600 SCs last year. Obviously I should have started a thread on AFF with a critical title in order to get the outcome I was after.

 

[OATEK]

Re: QFF = Terrible customer service! leading to redemption!

Congratulations on getting the result you wanted.

I also asked QF to do something for a SG family member that VA will do but isn't a published QF benefit. I did it by sending a PM to Red Roo at the end of last year. I got no response at all, not even 'thanks for your PM but no way'. As a consequence I now fly VA, and QF has lost a platinum member - only 25 SCs on QF so far this year and not 4 squiggles yet, as opposed to over 1600 SCs last year. Obviously I should have started a thread on AFF with a critical title in order to get the outcome I was after.

Ah yes, you refer to the squeaky wheel syndrome.

I think we all have to accept that there will be very little in the way of personal touches from QF now that they have downsized and are focused on short-term bottom line results.

I reckon that if you really want something, you have to squeak, and as publicly as possible.

 

[Red Roo]

Re: QFF = Terrible customer service! leading to redemption!

Congratulations on getting the result you wanted.

I also asked QF to do something for a SG family member that VA will do but isn't a published QF benefit. I did it by sending a PM to Red Roo at the end of last year. I got no response at all, not even 'thanks for your PM but no way'. As a consequence I now fly VA, and QF has lost a platinum member - only 25 SCs on QF so far this year and not 4 squiggles yet, as opposed to over 1600 SCs last year. Obviously I should have started a thread on AFF with a critical title in order to get the outcome I was after.

Oh no! Apologies for my oversight, particularly if this has caused you to give up on Qantas!

Were you able to follow up with another area before or after the PM to me? As you know, my activity on AFF isn't to replace the traditional customer service channels available.

However I'll always do my best to assist where I can, and I'd be happy to review this matter if it's not too late for your family member.

 

[amaroo]

Re: QFF = Terrible customer service! leading to redemption!

Ah yes, you refer to the squeaky wheel syndrome.

I think we all have to accept that there will be very little in the way of personal touches from QF now that they have downsized and are focused on short-term bottom line results.

I reckon that if you really want something, you have to squeak, and as publicly as possible.

+ 1. I had an issue with BA a few years ago and hit a brick wall using all traditional methods of communication. Random google search found FT, posted and the good folk over there got me in touch with the BAEC rep ... bana bing - fixed!

Started posting on FT ... then I found AFF

 

[Princess Fiona]

Re: QFF = Terrible customer service! leading to redemption!

Congratulations on getting the result you wanted.

I also asked QF to do something for a SG family member that VA will do but isn't a published QF benefit. I did it by sending a PM to Red Roo at the end of last year. I got no response at all, not even 'thanks for your PM but no way'. As a consequence I now fly VA, and QF has lost a platinum member - only 25 SCs on QF so far this year and not 4 squiggles yet, as opposed to over 1600 SCs last year. Obviously I should have started a thread on AFF with a critical title in order to get the outcome I was after.

Seriously?
You switched from QF to VA because a PM to Red Roo about an unpublished benefit for a relative went unanswered.

Mind blown

 

[Anna]

Re: QFF = Terrible customer service! leading to redemption!

Seriously?
You switched from QF to VA because a PM to Red Roo about an unpublished benefit for a relative went unanswered.

Mind blown

Not 'only' because a PM went unanswered, but because it is part of a greater pattern of QF not wanting my business as much as other airlines do.

QF axed int flights ex ADL so there goes all my int business somewhere else. Yes the F lounges are nice but we don't have one here in ADL and it's not worth adding 4 hours to a journey to visit an F lounge in SYD or MEL. If I want champagne I will go to the bottle shop and buy it for less than the cost of the airfare to the east coast.

When I am travelling on dom WOAG fares, VA consistently comes up $20 cheaper so that's what the govt books for me. In the past I used to ring up and get it changed to QF with a plausible story about why the timing of the QF flight made it the only possible flight for me. Now I no longer bother to do that. If QF wants to be consistently uncompetitive with WOAG fares than that is QF's problem.

I've earned my 25 SCs so far this year from discretionary dom leisure flights where I have chosen QF, so I haven't exactly given up on QF as much as QF has given up on retaining my business.

Apologies to OP for thread hijack.