Dear David,
Thanks for making contact about your calls to our Contact Centre.
We believe a great journey starts with a great booking experience, so it was very disappointing to learn about the incorrect information you were given by our consultant. Please accept my sincere apologies for the oversight, on behalf of Qantas.
You should receive capable, helpful advice from our staff, and I would like to assure you that your experience was not the service we strive to deliver in our Contact Centres. So that we can learn from this, I have forwarded a copy of your comments through to management and they will be used to improve the performance of the staff concerned.
As a gesture of goodwill, I have credited 10,000 Qantas Points to your Frequent Flyer account. You can use the points towards flights, the purchase of food and wine through Qantas Wine, or a range of products from our online Qantas Store.
We’re committed to giving you the best service and advice, so are grateful you took the time to let us know about your experience. I hope that you will give us the opportunity to welcome you on board again soon.
Kind regards
Alison