Thank you Qantas Customer Service - Is this acceptable?

[Ansett]

> I have recently utilised a number of Frequent Flyer Points to take my
> Partner on a Small Break to Fiji as she has been diagnosed with cancer and
> was in need of Cheering up.
>
> The Booking was Melbourne-Sydney-Auckland-Nadi in Buisness class Total Cost
> 100,000 points. Whilts the first flight that was taken was of an expected
> standard it all seemed to go down hill from there.
>
> On the initial flight in J the Curtain between J and Y was not closed and
> people were walking freely in and out of the cabin to utilise the toilets
> at the front of the aircraft whereby a small que formed at one stage with
> no effort from staff to prevent this.
>
> One of the features of the Qantas service is the Gate to gate entertainment
> system again we were disapointed that it took some time for the IFE to be
> switched on and then it was turned off some 20 minutes prior to landing?
>
> We arrived in Sydney and transfered to International and have to say
> enjoyed the First Class Lounge and its facilities. This is one of the
> reasons the route was taken so that my partner could experience this
> excellent lounge and its services.
>
> The flight to Auckland was in economy which was disapointing I enquired
> about possible seat availability in Business as we where advised at time of
> booking no seats where available hence the economy leg. Imagine our despair
> when we discovered that were indeed seats available in J class????. More
> disapointing was the aparent adhoc upgrade of atleast one person to J from
> Y. Very Dispoainting.
>
> Now the horror we arrive in Auckland to discover that the Nadi Flight was
> going to be late and whilst it is always inconvinient when such things
> happen I have travled enough to accept that these things do happen however,
> the lack of feedback and advise as to what was happening and the constant
> we will know soon and no answers as to what was happening to be
> unacceptable.
>
> The Qantas Lounge Closed and we where transferred to the Air NZ lounge
> which was appreciated however the NZ lounge staff were becoming increasing
> frustrated with the lack of Advise from Qantas and Air Pacific as to the
> length of dealy and the reason. Although we were initially advised in the
> lounge it was due to the flooding in Nadi.
>
> The initial time we were advised that the flight would depart was 10.30 pm
> we left eventually after 1.30 AM.
>
> The Plane arrived and we were advised there would be a further delay due to
> Engineering Problem. No One Knew what the problem was and even if we would
> be able to fly.
>
> The complete lack of information was very distressing especially for my
> partner who by this stage had been awake for close to 20 hours and was
> feeling the effects.
>
> Eventually we boarded the aircraft and found that the seats did not work
> properly there was no foot rest to enable a semi comfortable position to be
> obtained, as one would expect in Buisness class. The seats were of a very
> low standard. Disapointing for such a new aircraft and all the hype that
> has been put out about it by Air Pacific.
>
> Then again things got worse the Meal. Well lets say I wouldnt have fed it
> to a dog. I had the unfortunate choice of the Pasts awith sea food in a
> white sauce. This consisted of soggy pasta, rubber fish and soggy Calamari
> that was toatally inedible. That was the best part of the meal.
>
> Knowing that Qantas has a significant inveestment in Air Pacific the
> Expectations we had were much much higher than this.
>
> Also having enjoyed business and first on QF to London in Particular the
> one thing that has always been consisitent is the quality of Wines. Imagine
> my shock when presented with a glass of wine being poured from a bottle of
> Gossip Semillon Chardonay which is currently retailing for some $3.70 to
> $3.90 at dan Murphys here in Australia. I am absolutely Stunned and still
> in shock that this is how Qantas through its assocuate airlines could offer
> such a horrid experience, or is this a sign of things to come?
>
> As mentioned the purpose of the vacation was to give my partner a much
> deserved break, unfortunately we had a limited time scale. The delays that
> we experienced lead to a check in at our Hotel at 6.30 am the following day
> and after no sleep at this stage for more than 27 hours we ended up
> sleeping most of the day and lost this time. The stress created by it all
> along with the sheer dispaointment that we both felt has toatally ruined
> what should have been a wonderful time for us both.
>
> I would like to request a FULL refund of all points used on this trip both
> out going and incoming on the basis that Qantas failed to supply a level
> of service that should be expected from a J class Booking and also as a
> gesture of good will for thje losss of enjoyment and stress caused to my
> self and in particular to my partner.


Qantas Response.


> Please accept my sincere apologies for the disappointment you experienced
> with some aspects of your travel.
>
> I was concerned to learn that some passengers from the main cabin were
> utilising the Business Class toilet on your flight to Sydney. Our crew are
> asked to direct Economy customers to use the toilets at the rear of the
> aircraft however this is sometimes difficult to police as we are not always
> allowed to draw the curtain due to government regulation.
>
> As we were able to confirm only Economy seats on your sector to Auckland at
> the time of ticketing, in accordance with the terms and conditions of the
> Frequent Flyer program, we are unable to subsequently change these to
> Business seating, should it become available.
>
> I was very sorry to learn your Air Pacific flight encountered a
> considerable delay that you believe was not well handled. Again, please
> accept my apologies for the distress this must have caused so late at
> night.
>
> I was also concerned to learn of your comments regarding the catering on
> board the sector to Nadi and have relayed your feedback to our Alliances
> management team for their information.
>
> Mr xx_X, I hope you and Ms xx_X did manage to enjoy the break in Fiji,
> despite your delayed arrival, and I am sorry that I am unable to provide
> you with a refund of your points as you have suggested.
>
> Thank you for taking the time to write.

 

[TheInsider]

Why not write a letter in to Air Pathetic and see what their response would be.

What i find funny in codesharing situations is when Qantas codeshares on another carriers flight, Qantas gets the blame. But if other carriers codeshare on Qantas flights, Qantas still gets the balme!

 

[Ansett]

I have contacted Air Pacific and was advised it was a qantas Booking and Need to discuss with Qantas. Lets also remember Qantas owns around 43% OF fj....

 

[TheInsider]

I have contacted Air Pacific and was advised it was a qantas Booking and Need to discuss with Qantas. Lets also remember Qantas owns around 43% OF fj....

Also Qantas have been trying to get rid of their investment in FJ for the past 2 or so years. Just because an airline has an investment in another airline, doesn't mean it is run by that airline!

 

[missafternoondelight]

Hmm, I think a full refund is a bit rich. Air Pacific is widely known for the quality of its 'Business' offering.. always check reviews online before booking. Yes, it is disappointing but doesn't warrant a refund.
Similarly I don't think I would have booked a J award where some legs are in Y with the expectation that I'd be put up to J if available.. it's not as though the FAs would know that you had tried to book a J award but there were no seats in the award fare bucket at the time. As a classic award pax, you're not on an upgradeable fare.
As you said, flight delays are part of life for the frequent traveller.. nothing QF could do about it, especially given it wasn't their metal.
I think their response to you was reasonable and polite. Sorry to hear about your partner's health, and here's hoping she has a speedy recovery.

 

[elbarto]

I have contacted Air Pacific and was advised it was a qantas Booking and Need to discuss with Qantas. Lets also remember Qantas owns around 43% OF fj....

Qantas owns part of it, but they don't run it. One should not expect QF standards on FJ. I don't think blaming Qantas for the failures of Air Pacific is at all appropriate. If you were on a bad Jetstar flight who would you blame?

 

[Mal]

While some of your points are legitimate, I think how you handled the complaint ultimately affected how it was handled.

• First off, you asked for 100K points back. Why? You already stated that at least one of the flights was fine, you got what you paid for (delivery to NAN), I personally think that you should have asked for a different level of compensation.
• While I feel for your partner and what they will be going through, starting a complaint with the "cancer sufferer" line (to me again) triggers the "Oh, here we go again". It's very similar to using the "I'm black and ..." or similar types of openings.
• You chose to book the Y segment and accepted the contract then. You shouldn't automatically expect to be given J even if seats were available.
• Qantas doesn't care what Air Pacific does. They may own a portion, but they also own Jetstar 100% (excl. some Asian parts), and don't give a rats what they do either.
• Delays happen when flying. You chose the longer route (yep, even admitted it to QF so that you could have the F lounge experience), it goes with the territory.
• I would have proof read your complaint before sending. Many spelling and grammatical errors - something not appropriate for a complaint letter if you want to be treated seriously.

I don't know what I would have asked for (if anything) if I was in a similar situation. Perhaps some points back - but not the full cost of the award.

 

[Kangol]

"we are not always allowed to draw the curtain due to government regulation" - really??
I've been on plenty of dom flights where the curtain has been closed.

 

[Pleb Status]

Asking for a full refund of the points was the wrong thing to do IMHO. As the OP's claim was marginal as best for any compensation, asking for a full refund completely discredits the complete complaint and therefore the OP received a formula response.

The only issue is the delay of the FJ flight, which is not QF's problem (JQ is 100% owned by QF and you know how much responsibility they take with JQ issues).

If the QF issues experienced got a refund of points, I would never have to pay for a QF flight again as I could complain about more serious issues than these on almost every flight I have with them.

 

[Ansett]

Hi

Thank you to everyone that has responded guess looking back I did over react a tad it has been avery hard time, and you do make good points in your posts.

And yes well the F lounge was a great treat for Mrs Ansett thoroughly enjoyed the massage.

Hoping to take her back to Fiji in another month or so after some more treatment.

Thank you

 

[KateMayo]

Hi

Thank you to everyone that has responded guess looking back I did over react a tad it has been avery hard time, and you do make good points in your posts.

...

Thank you

How refreshing to see someone rethink their position on a complaint.

 

[bat21]

Love all our First World problems. Whilst I appreciate all the inconvenience you encountered especially with your wife's illness, I would focus more on just that and helping her with recovery, life etc. Really, everything else pales into insignificance. As a side note, I worked for 30 years for a major Bank and encountered the predictable thousands of complaints and all the negativity and bias that go along with them (many justified I may add). Great to see that you can have a rethink of your issue and see that it could have been handled somewhat differently. This is what settling an issue is all about where a win/win result is arrived at. Well done Mr Ansett and I hope that everything works out well for the both of you, friends & family.

Ps. I would love to see the return of your namesake in the Australian airspace again.

 

[straitman]

"we are not always allowed to draw the curtain due to government regulation" - really??
I've been on plenty of dom flights where the curtain has been closed.

There are times on a flight when the curtain MUST be open by law. It sounds like this was being over played a little.

 

[maninblack]

I just can't believe the OP would take that routing and risk all of the associated problems of two stopovers when you can fly direct and be in Nadi in 4.5 hours. If there were any ground/tech problems you would be in MEL and sit comfortably in the lounge there until sorted.

 

[Ansett]

I just can't believe the OP would take that routing and risk all of the associated problems of two stopovers when you can fly direct and be in Nadi in 4.5 hours. If there were any ground/tech problems you would be in MEL and sit comfortably in the lounge there until sorted.

Hi Unfortunately that option was not availabe the only other was to go Melbourne Auckland at 6.00 am then sit and wait in Auckland till 18.30 hence it was better to go Via Sydney and spend time in the First Lounge.

Normaly would have done the Late Night Early Morning flight out of Melb Direct but as this was a last minute thing beggars couldnt be choosers and my partner was looking forward to and badly needed a break :-|

Love all our First World problems. Whilst I appreciate all the inconvenience you encountered especially with your wife's illness, I would focus more on just that and helping her with recovery, life etc. Really, everything else pales into insignificance. As a side note, I worked for 30 years for a major Bank and encountered the predictable thousands of complaints and all the negativity and bias that go along with them (many justified I may add). Great to see that you can have a rethink of your issue and see that it could have been handled somewhat differently. This is what settling an issue is all about where a win/win result is arrived at. Well done Mr Ansett and I hope that everything works out well for the both of you, friends & family.

Ps. I would love to see the return of your namesake in the Australian airspace again.

Hi Thank you for your kind words and well wishes and yes agree my main focus now is and has been my partner just some times it gets difficult and well guess it was letting out some frustration which was ultimately not warranted.

Again thank you for your well wishes and Agree as an ex Lifelong Golden Wing Member it would be good but sadly never to happen

 

[simongr]

What a great thread to go from "sheesh whinged much" to "wow what a reasoned rational person" - thanks for that

Just to dissent from the crowd a little - yes it is important that you focus on your partner and them getting well - but that shouldn't mean you can't expect good and great service. My grandmother was run over and killed by her next door neighbour - on the flight to her funeral in the UK it didn't stop me either enjoying the F lounge in SYD or not enjoying the BA PE flights (although I reflected that I was lucky to get any flights to be honest).

I think it was good to complain about the whY pax using the J loos and queueing in the aisles - that should be something that is consistently delivered or not if you see what I mean

Any way - how was the Fiji trip?

 

[Ansett]

What a great thread to go from "sheesh whinged much" to "wow what a reasoned rational person" - thanks for that

Just to dissent from the crowd a little - yes it is important that you focus on your partner and them getting well - but that shouldn't mean you can't expect good and great service. My grandmother was run over and killed by her next door neighbour - on the flight to her funeral in the UK it didn't stop me either enjoying the F lounge in SYD or not enjoying the BA PE flights (although I reflected that I was lucky to get any flights to be honest).

I think it was good to complain about the whY pax using the J loos and queueing in the aisles - that should be something that is consistently delivered or not if you see what I mean

Any way - how was the Fiji trip?

Simon Thank you for your comments and Fiji despite loosing the day was great therapy for my Partner we plan to go back again she loved the people who were great as always and she felt a connection with them and we look forward to going back.

When ever I go to Fiji I always take Books Pens pencils etc for the kids at the local school and she was amazed at how greatful they were for what was an expenditure of $250.00 she could not belive what a difference it made to the school and genuine appreciation that was shown she felt humbled and greatful for what we have.

Which is why I was so upset with Qantas because I wanted everything to be perfect but unfortunately life isnt always like that

 

[drron]

Ansett your original complaint was justified.Unfortunately in this day and age emotion counts for nothing.As a WP you first of all got treated shabbily by QFF by not being able to get J awards across the Tasman.In November we flew BNE-AKL-SYD on 2 J award tickets on QF.Despite mrsdrron being WP these were not QFF awards which we were told were unavailable-they were AA Aawards and I am just OWS on Aadvantage.
Unfortunately you were always going to run into a brick wall with Air Pacific.
I do trust that you and your partner can enjoy many more trips to Fiji.I love the fact that despite your problems you can still think of what you can do for the Fijian kids.But then they do repay you in spades dont they.
All the best.

 

[ozbeachbabe]

For your next trip is it worth calling the QF Premium Desk & asking if they can release a couple of J ("U" class classic) award seats, that way you can both enjoy the Flounge in MEL with the added benefit of getting to NAN in the most timely manner/least tiring option.

If you have expert flyer membership you could set a 'flight alert' to advise you if any "U" class seats become available so you can snap them up.

 

[JohnK]

Sorry to read you experienced disappointing service on your recent trip.

Personally I feel that you were justified in sending Qantas feedback but I would have left it at feedback and not made any demands. You would be surprised what Qantas has to offer when you don't ask for anything. Not saying it works all the time but they have offered me compensation when I have not asked for anything.