Reply to compaints - your experience?

Discussion in 'Qantas Frequent Flyer Program' started by aus_flyer, Oct 16, 2005.

  1. aus_flyer

    aus_flyer Established Member

    Feb 15, 2005
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    Brisbane
    I am just wondering if anyone has ever made a complaint to Qantas and actually received a positive outcome?
     
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  2. straitman

    Moderator

    Apr 27, 2003
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    Sure have.

    Posted previously on the forum (somewhere) about a dreadful trip we had MEL - AKL last year.

    I made a point of being polite, positive, pushy and mentioning OH&S matters etc. About 4 weeks later received a very nice letter of apology and a $A250 voucher to use for future flights.

    Nice to know that someone listens at least some of the time.
     
  3. infoworks

    infoworks Member

    Aug 11, 2002
    377
    9
    Sydney
    I have both complained and provided praise on many occasions. I find mostly the resonse is the same "black hole". These days there is usually an email to say they have a lot of emails and there is a delay...now unto the void...A couple of times there has been a vague automated email to tell me that my input will go to the appropriate person. This is as recent as a recent compliment I emailed in, within the last 4-6 weeks.

    When I have had a real gripe and gone "all the way" with letters and phone calls I have found that QF will eventually try to smooth it over the phone but very reluctant (read avoid) putting anything in writing.

    Several FAs have told me that they do get copies of passenger feedback emails in due course.

    I suspect as this topic unfolds there will be lots of contrary views!
     
  4. NM

    NM
    Moderator

    Aug 27, 2004
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    On two occasions when I have need/desire to complain, I have received appropriate response. Both times my complain was forwarded to the manager of the relevant dept and I received direct communications from that manager in a timely manner.

    And on both occasions, the response was more than just printed/spoken words :) .

    My recommendation is to put all the information in a written form and send to Qantas. First time I used the Feedback section on the web site, second was an email sent to frequentflyer@qantas.com.au. Ensure the information is accurate and factual, don't make any demands, and include some form of positive feedback as well as the complaint.
     
  5. oz_mark

    oz_mark Enthusiast

    Jun 30, 2002
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    I have written a letter of complaint on one ocassion, and on another to offer praise about the way a particular situation was handled. Both times, my letter seems to have gone into some worm hole within Qantas never to be seen again
     


  6. Dave Noble

    Dave Noble Senior Member

    Oct 10, 2005
    6,419
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    Complaints that I have raised by telephone have actually been well dealt with

    Dave
     
  7. aus_flyer

    aus_flyer Established Member

    Feb 15, 2005
    1,361
    25
    Brisbane
    I have sent a very polite and constructive complaint to Qantas regarding a bad experience I had on a paid business domestic flight.

    Will be interesting to see what their response is.
     
  8. toetoes

    toetoes Junior Member

    Mar 15, 2004
    32
    0
    Hi all,

    About 3 years ago I was on a work trip to Nth QLD . I had to be back for my wife's 40th birthday by the Thur. Some how all my work bagage was lost for a day by QF. This then caused me to have to stay an extra day away.

    My wife was VERY upset on this news. Not only was I in Nth QLD for the big 40, I was not able to be at the big night out that I had booked with her friends, family etc.

    While still in Nth QLD I phoned QF business sales, told the details and just how Peed off I was. After some talk an email addrees was given to send my account of the complaint to.

    In a non-ranting, calm, and friendly way I emailed with a copy of my wifes date of birth, to show this was not a set up. Bags go missing at times. No big deal. 99% of the time.

    10 out of 10 for Qantas as they set to our home a gift basket of fruit, wine, dips and what all women love sweet things for her. Plus a dinner out for two at the Marriot to a value of X $.

    This could have been a one off, but I hope not not, if things do go badly wrong QF still may care, though, this was 3 years ago.

    Just my two cents worth.

    Thks,


    TonyBne
     
  9. MetroAir

    MetroAir Guest

    I've given feedback to QANTAS a few times and gotten the 'black hole' (just one of the reasons I hate QANTAS) both positive and negative.

    In the old days (read Ansett) feedback was acknowledged and acted on. My wife an I were flown 1st class MEL - PER and MEL- HKK on Ansett when; 1) my wife arrived from a BNE - MEL flight 1st class with dog sjit all over her luggage and 2) I was really pifsed off that there was a 737 with decent F seats going DRW - SYD - MEL and I got stuck on an old 727 with 'convertable' F seats (read Y) DRW - ASP - ADL - MEL even though I asked to be put on the 737 (Graeme ?? was responsible for giving us one and Rod Eddington the other - it is going back a while).

    The other was when both decided to kill off F class and I wrote to AN expressing my disappointment, they gave us 2 free return tickets to anywhere on the AN network to try out the 'new' BusinessFirst.

    One other little annoyance - is when they ask for medical assistance on board. AN always acknowledged your contribution, twice I've assisted on the rat and guess what - the rat response - nada, even though on AN it was only a bottle of wine or spirits.

    But that was then and this is now and I really don't think that the rat give a rats about premium passengers unless you have status. Because my travel is now sporadic and infrequent, I don't have much status, and won't for the next few years, however we still travel up the pointyend but get treated like crap. One reason I use any other airline I can find other than QANTAS.

    Bring on Ozjet!!!!!!!

    Cheers
     
  10. MetroAir

    MetroAir Guest

    Sorry, that was a bit of a vent.

    R
     
  11. JohnK

    JohnK Veteran Member

    Mar 22, 2005
    37,368
    7,416
    BNE, SYD and CNX
    My only dealings with customer care via e-mail have been about missing points from hotels and missing status credits/points from other 1world airlines. All have been answered satisfactorily without fuss, and status credits/points have been credited to my account.

    The one time I had to speak to someone about guidelines of qff membership (foreign person living here temporarily and qf wanting joining joining and me telling them no way) I was treated very well and the outcome was very positive.

    I don't expect too much in the air (just that they bring me back down safely) so many things I don't worry about. I remember this one time flying cattle class and when they came around with the meals (I was one of the last to be served) they did not have my choice available. The other meal was not a choice as far as I was concerned. I just folded my arms, spat my dummy and was :( . The flight attendant offered to give me her meal which I kindly refused and said it is OK I will skip the meal. What do you know 10 minutes later she arrives with the meal I asked for, not her meal but from business/first class. Wow! :? I was very happy now. :lol:
     
  12. Dave Noble

    Dave Noble Senior Member

    Oct 10, 2005
    6,419
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    A year or so agao , I had a fairly serious issue with a domestic ticket which I raised with customer service; I was later contacted by a director of the company to deal with the issue who did (a) send me a cheque for $300 compensation and (b) did tell me that the person involved could well find themselves with an employment re-evaluation opportunity

    Dave
     
  13. aus_flyer

    aus_flyer Established Member

    Feb 15, 2005
    1,361
    25
    Brisbane
    You have me intrigued...
     
  14. Guest

    Guest Guest

    spill the beans...we need some drama
     
  15. oz_mark

    oz_mark Enthusiast

    Jun 30, 2002
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    Had a flight from SYD - LAX once, and when they got to me only had the vegetarian 'option'. Not much of an option, but what can you do about it 40000 feet in the air.

    (and no, this was not what my complaint to them was about)
     
  16. cpl

    cpl Intern

    Nov 30, 2004
    72
    0
    Australia
    Yes twice, and no, both times Q's response was smelly.

    One occasion was when I was refused access to the Q pub at BKK despite being gold flyer and being booked on an onward codeshare flight carrying a QF flight number (a Swiss Air Lines flight actually). QC staff then sent me to the Cathay lounge which was just ridiculous. Q's answer to the subsequent complaint was a mere "Sorry about this" and that they'd need to inform their BKK staff that I was in fact elegible... not much for spending two hours at an overcrowded and sticky airport.

    The other occasion was when I was in Europe and realized that Q sold me as part of my return trip a codeshare flight (again a Swiss Air Lines flight carrying a QF flight number) where I would not get my increased baggage allowance which I needed because of presentation material. Q was not even willing to talk to equally ignorant Swiss Air Lines. Since then I consider Q unreliable. I was willing to transfer my business travel to SIA if they only had some kind of status transfer...
     
  17. Dave Noble

    Dave Noble Senior Member

    Oct 10, 2005
    6,419
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    In the 1st instance they apologised and said that they would train the staff to understand eligability, what more do you want?

    On the second, the luggage allowance benefit is only on Qantas flights. If you are travelling on another airline then this benefit does not apply and this is detailed in the membership guide.

    Dave
     
  18. cpl

    cpl Intern

    Nov 30, 2004
    72
    0
    Australia
    I checked for Q flight numbers (which appeared to be reasonable). This other *major* difference was only indicated by a tiny colored thingie which I detected only long after having booked the flight. If something like this doesn't bother you then you might be the clientel Q is hoping to attract. Re the first occasion. Pretty average response compared to competitors and players in other business sectors.
     
  19. Dave Noble

    Dave Noble Senior Member

    Oct 10, 2005
    6,419
    8
    What would you have liked them to do in the 1st case? You were'nt looking for compensation for it surely? It seems to be a reasonable response to me tbh

    With the latter, it is quite clearly defined in the members guide. If the allowance is important , could you not have changed to another flight operated by QF?

    Dave
     
  20. canabear

    canabear Junior Member

    Nov 2, 2005
    43
    0
    MEL
    Bad check in staff at LAX

    in july i took an economy reward flight with a friend BRI-LAX. He also used rewards, and although we booked together were given seperate reference numbers and were assured that the bookings were joined together. on the BRI-LAX leg had no problems. Seated together in exit row. On checkin at LAX to return however (at QC counter) were allocated seperate seats. Mine exit row at fron of economy and his way down the back in a middle seat (in my opinion the worst seat possible). Upon complaining were told that flight was full and they would only do something for a gold or plat ff (i have missed gold by less than 100sc's for the last couple of years with no time to do a 'mileage run'.
    Eventually got 2 seats together after talking to a FA at boarding but the check in attendant couldn't be ruder. Didn't want to make a written complaint as it was a reward flight and was eventually resolved....... but horrible service especially for QC/Business check in.

    As an aside, went to the QC lounge at LAX to be told that my kind were not wanted their and re-directed to the JAL lounge even though were flying QF. Anyone else experienced this?
     

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