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

[Princess Fiona]

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

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.

Thanks for the clarification. Axing of int flights from ADL and more expensive fares I can understand.

 

[BD1959]

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'.

So the $64m question ... what was the unpublished benefit?? If it was PB (before this became published for SGs) then I can understand QF ignoring the request as much as they ignore the benefit :mrgreen:

Regards,

BD

 

[JohnK]

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

Obviously I should have started a thread on AFF with a critical title in order to get the outcome I was after.

That sounds like a great idea.

 

[Anna]

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

That sounds like a great idea.

One of my grumbles went away - my next 3 WOAG sectors are on QF! In B class no less. Woo hoo! I may get into triple figure SCs this year after all

 

[maninblack]

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.

Exactly. Tough luck for the OP's wife IMO. This kind of stuff really gives us self funded frequent flyers the absolute ships!

 

[Mr_Orange]

Since I am able to reply to an older thread, that covers QFF's terrible customer service, I have revived this thread. Mods feel free to move to a new thread, if appropriate.

Along with the 2000 point debacle, I have just had another incredibly frustrating, time-wasting and pointless conversation with the NZ-based call centre. Ever since they moved offshore, the service and knowledge has gone severely downhill.

I've just taken revenue flights BNE-CHC-BNE in Y- (class Q) which should have earned 1750 points and 20 SCs for a Gold FF. Instead they credited as Classic Award Flights! I called up......

Initial response was OK, then was followed by, "Oh but they were operated by another carrier."

Me, "Yes, that was JetConnect, which is an NZ-based subsidiary of Qantas who operate all of Qantas' trans-Tasman flights. Anyway, the operator is irrelevant, I flew under QF flight numbers."

At which point, I got a whole of carp about how the operator matters more than the flight number.

Long story short, she eventually came back off hold and told me I would get what she had originally said. I'll believe it when I see it!

When the call centres were based in Australia, the CSAs would have known straightaway that is was wrong. It does beg the question though, why the 'system' thought I had X class flights..... one for another thread, I guess!

No doubt I will have to chase the 50% SC bonus too.

 

[serfty]

Don't you know. .. it's our role to train them. ..

As for earn, did you upgrade?

 

[Mr_Orange]

Don't you know. .. it's our role to train them. ..

As for earn, did you upgrade?

No, no upgrade. I flew as booked.

 

[serfty]

Amazing!

Did they cite the sctalual fare bucket? (I know you said Q but did they look it up themselves? )

 

[Sdtravel]

Could be BNE - CHC issues. I think i saw a thread with simular issues posting and the calculator also being wrong.

I persoanlly had issue's with QBR where it credited a CHC - BNE J flight as 0. Called up and they said it was definitely wrong and would manually credit. Still didnt show up so called a few days later and they did it then and there.

 

[JohnK]

NZ call centre is awful and with attitude to boot.

Most of my forward flights SYD -BNE (not the other way) have been cancelled and I have been automatically moved a few minutes after the notification of cancellation and a new itinerary has been issued. I have not had an option to confirm the flights.

I called up last week and asked to move to a flight I want. On hold twice to NZ call centre and finally told I have to pay a change fee as I had confirmed the changes.

Me "I did not confirm the changes."
Consultant "You confirmed the flights on so and so date."
Me "I did not confirm the changes. They were confirmed automatically."
Consultant "You will need to pay the change fee if you want to change flights."

She is calling me a liar.

Me "I did not confirm the changes. You are about as rude a consultant as I have ever come across. I am going to keep calling until I get a consultant to make the changes I want." I hung up without waiting for a response.

The next call was 45 minutes and the lady fixed the flights I wanted.

I forgot to report the first person. I will do it now. That call made me felt sick. I hope my last comment made her feel as sick as I did. Awful customer service. She is in the wrong job and should be looking for a new job in customer service where she can help people.

 

[Mr_Orange]

Amazing!

Did they cite the sctalual fare bucket? (I know you said Q but did they look it up themselves? )

Yes, the CSA confirmed I was booked into fare bucket Q.

 

[Mr_Orange]

NZ call centre is awful and with attitude to boot.

Most of my forward flights SYD -BNE (not the other way) have been cancelled and I have been automatically moved a few minutes after the notification of cancellation and a new itinerary has been issued. I have not had an option to confirm the flights.

I called up last week and asked to move to a flight I want. On hold twice to NZ call centre and finally told I have to pay a change fee as I had confirmed the changes.

Me "I did not confirm the changes."
Consultant "You confirmed the flights on so and so date."
Me "I did not confirm the changes. They were confirmed automatically."
Consultant "You will need to pay the change fee if you want to change flights."

She is calling me a liar.

Me "I did not confirm the changes. You are about as rude a consultant as I have ever come across. I am going to keep calling until I get a consultant to make the changes I want." I hung up without waiting for a response.

The next call was 45 minutes and the lady fixed the flights I wanted.

I forgot to report the first person. I will do it now. That call made me felt sick. I hope my last comment made her feel as sick as I did. Awful customer service. She is in the wrong job and should be looking for a new job in customer service where she can help people.

It sounds like you got the female version of the man I got a few weeks ago when I rang to chase the missing 2000 bonus points for the account update offer. He was a complete and utter $&*^%£"*&.

 

[JohnK]

I think you're right Mr_Orange. In my short experience dealing with NZ call centre they are awful.

This is how Qantas makes a profit? Hire some more local staff who know what customer service means.

 

[mrsterryn]

I have an email/form to provide feedback on my 24 hour delay on QF12.
No offer or anything at this stage .
Not sure if they offer anything for delays

 

[mviy]

I got 10,000 points when QF9 was delayed by a couple of hours to fix the entertainment system and we still went for the MEL-DXB leg with no entertainment (though I had my iPad so I could watch stuff I pre-loaded at home).

It depends on the reason for the delay. If it was out of QF's control (e.g. bad weather) then that's a very different thing to the entertainment system not working (which they should've done pre-emptive maintenance on to keep working properly).

 

[mannej]

I got 10,000 points when QF9 was delayed by a couple of hours to fix the entertainment system and we still went for the MEL-DXB leg with no entertainment (though I had my iPad so I could watch stuff I pre-loaded at home).

It depends on the reason for the delay. If it was out of QF's control (e.g. bad weather) then that's a very different thing to the entertainment system not working (which they should've done pre-emptive maintenance on to keep working properly).

I don’t think preemptive maintenance is fail safe. Gremlins love to attack IFE systems maintenance or not.

 

[Mr_Orange]

Long story short, she eventually came back off hold and told me I would get what she had originally said. I'll believe it when I see it!

No doubt I will have to chase the 50% SC bonus too.

Well, the points and SCs have been credited to my account so all good there.

The manner in which they have been credited though, a "points adjustment", almost certainly means that I will have to chase the bonus 50% SCs. I'll give it a week or so and then follow up.