The QF Response to a pretty terrible flight attendant

[N860CR]

To ignore the requests of a customer and then lie about follow ups is not acceptable, surely even you Dave can admit that.

If only it were as easy as voting with ones feet. Those of us in regional areas don't quite have that luxury (although hopefully some positive changes at Virgin may address that)

 

[Dave Noble]

To ignore the requests of a customer and then lie about follow ups is not acceptable, surely even you Dave can admit that.

Based on post number 1 , I do not see a lie. When you askes for a follow up, you were told that it could not be guaranteed

As far as statement they made goes, without proof, what they wrote would be all that should be said

Dave

 

[N860CR]

As I've stated, a call back was promised on a specific date by a specific person and this has not been received.

By your reasoning, every single complaint made by any person regarding virtually any issue cannot be followed up as generally there is little a customer can do to prove it.

 

[Leumas]

... every single complaint made by any person regarding virtually any issue cannot be followed up as generally there is little a customer can do to prove it.

Which is why I think for most complaints, QF just drag it out (because they need to 'investigate'). Needing to investigate is fair enough, but the process will take so long that the customer will either forget or give up. Eventually, QF will lose the file and the complaint can be closed due to lack of evidence. I'm not necessarily saying QF deliberately do that, but there seems to be a few empirical examples around.

I get the impression that the people dealing with feedback (positive or negative) is more interested in closing files (maybe it's part of their performance measurements) than to actually figure out what happened regardless of how long it may take. That is also one reason you'll almost always hear from them if you praise them. Anything else, you MAY hear from them EVENTUALLY, but good luck with a resolution.

 

[possumoz]

After complaining to Qantas some years ago about running out of food in J (and being told there was no such thing as customer complaint form on board) I've given up bothering.

Running out of food still occurs with monotonous regularity in J ( thank the gods I'm usually seated in row 1 and so avoid that mostly) This happened again in Feb this year when i was seated in row 2...was told "i only have the hot left, do you want lunch?" No apology was offered and the statement was offered in a tone somewhere left of boredom.

My most recent incidents occurred last week
TSV - BNE...sitting in 1c I hard the FA say cough** twice was having a very loud moan to her work colleague. Whilst I am no prude and use the word myself, I was shocked to hear it spoken loudly enough for customers to hear.

SYD - BNE sitting in 1c I had placed my bag in the compartment above my head. FA decided the whole compartment needed rearranging to accommodate late border..took my bag (without telling me) and squashed it down above row 3. The said in a quite a nasty tone "betcha didn't expect to have your bags moved when you boarded early eh" (I didn't bother replying that I didn't board early...I boarded on time. Still no explanation of where my bag now was...no offer to go get it for me on landing. When I asked where my bag was all she said was "its down the back but still in business".

Even though I'm only 1500 sc from Life Time Gold I praying that Virgin does get it together and offers a proper J class with decent flight times. I've been flying qantas Dom J class since the execution of Ansett and I've been noticing a steady degradation in in flight service.

 

[Dave Noble]

By your reasoning, every single complaint made by any person regarding virtually any issue cannot be followed up as generally there is little a customer can do to prove it.

Indeed. And that is why the apology refers to perception rather then the actual event

If there is documentation to support a claim then the responses will be different. e.g. a while back I contacted airline regarding issues with actions taken by a member of staff with some dive cylinders of mine. Before allowing him to do what he did ( in breach of policy ) I ensured that it was documented in the PNR what was being done ( plus had had the policy posted in the PNR ). When I raised a complaint there was no issue with proof

I would not expect Qantas to use absolutes in an apology in the situation described; you are accusing the person of being rude. If they followed up with the attendant , do you think that maybe she/he would not agree with your assessment? In which case it is a he says/he says situation