Should i be annoyed or is this normal customer service from Qantas

[Adamb23]

I flew J class on AA on 9th April. Points have not yet been credited. My year finished April. This flight would have made me Gold.
My flight left from Barbados, and systems were down and had manual boarding.

I did the online points claim on 12th April because all points after this flight had posted and qantas wouldnt have known of the manual boarding.

I recieved a phone call from Qantas on May 10th and told them about the manual boarding and the guy asked me to scan and send it with the original booking. I did this on May 13th.

I got an email on May 18th - im now looking at your claim and this may take a few weeks

2 weeks later i sent an email on June 6th and had no reply since.

I dont see what the problem is. They can see the flights posted to this destination before and after on my FF statement with AA. I have emailed my boarding pass and original booking. What else can I do? I still havent been upgraded to gold and i have flights coming up in July and August, yet reluctant to book with qantas until fixed up.

 

[I hate Alan]

Ring em again mate and keep going, perhaps Red Roo ( on here ) can help you as it seems a straight up claim

 

[ChrisCunard]

Tweet @qfcustomercare and it will be sorted out within hours if my past experiences are anything to go by.


Sent from my iPad using AustFreqFly app

 

[mannej]

Forget the email. Call them. State the reason why you need it credited and hassle them.

Email can get lost.

 

[trippin_the_rift]

I would also ask for your membership year to be readjusted to reflect the time you've missed out on.

 

[Adamb23]

I don't think I should have to chase them. I have had email contact and a phone call from them. Hence I know they know about it. Why should I have to Tweet to them to get a resolution. Shouldn't they just do there job. Even if someone came back to me and said we are waiting on AA or I can see the points credited from the rest of the itinerary let me credit the points. I'm loyal and always fly Qantas Int. I just think if this is happening to one person it is happening everyone. They scream about competition and deep pockets etc etc, however customer service goes a long way to retaining customers.

 

[serfty]

I don't think I should have to chase them ...

It's your choice!

Chase them and get SG; don't & you might not get another opportunity.

Posted on a wing and a prayer ...

 

[mannej]

In the words of Nike - just do it...

 

[samh004]

Sometimes Qantas needs you to be stubborn with them, if you’re not, they’ll walk all over you.

Completely different scenario but a flights in a trip was recently cancelled and they messed me about for 3 weeks, giving me options that would have inconvenienced me more than them. I stood my ground and am now on the exact same flights, time shifted 24 hours forward. So you have to just keep hassling them, eventually they’ll give in. Also helps if you find particularly nice call centre staff.

 

[SeatBackForward]

It's your choice!

Chase them and get SG; don't & you might not get another opportunity.

Posted on a wing and a prayer ...

Exactly, look at it this way - would they chase you up over this?

 

[Red Roo]

Adamb23,
Feel free to PM me your FF# and I will follow up with Customer Care.
Cheers,
Red Roo

 

[AirKat]

I don't think I should have to chase them. I have had email contact and a phone call from them. Hence I know they know about it. Why should I have to Tweet to them to get a resolution.

I agree with you and I'd be frustrated too. I think the advice you're being given is just the best ways to get this sorted out quickly.

 

[JohnK]

2 weeks later i sent an email on June 6th and had no reply since.

If you are sending emails to [email protected] then there may be an issue.

I sent 2 emails in the past month with my membership number in the email and I did not receive any acknowledgement nor was the email on my account.

Last week I spoke to customer care who suggested to fax in the details and now I have had the Original Routing Credit processed. I have since sent further feedback via the online contact us and waiting for further response.

 

[bigjobs]

I don't think I should have to chase them. I have had email contact and a phone call from them. Hence I know they know about it. Why should I have to Tweet to them to get a resolution. Shouldn't they just do there job. Even if someone came back to me and said we are waiting on AA or I can see the points credited from the rest of the itinerary let me credit the points. I'm loyal and always fly Qantas Int. I just think if this is happening to one person it is happening everyone. They scream about competition and deep pockets etc etc, however customer service goes a long way to retaining customers.

so why make this thread ...??? What did you think people were going to say?

- 'don't bother ringing them, you shouldn't have to chase it up' ????

 

[Adamb23]

I would like to thank redroo for helping me out. Points credited and status updated to sg. As a Qantas rep he/she has done a good job.

 

[I hate Alan]

I would like to thank redroo for helping me out. Points credited and status updated to sg. As a Qantas rep he/she has done a good job.

Great to hear, and well done Red Roo and Qantas.