Writing to Qantas Head Office & Customer 'Care'

[Melvin]

Hi there,

I've written to Qantas' customer care and head office three times in the last few weeks about the same issue, but without a reply.

Does anyone know if this is the usual practice with them?

What should I do now, keep writing? Write to Geoff Dixon?

Thanks,

Mel

 

[Mal]

Interesting. Qantas can take 2-3 weeks or so to respond to feedback. Slightly longer if you're not a FF on their system.

I presume they're currently dealing with a huge number of complaints regarding delayed planes and similar issues - which could increase their time to respond.

What issue do you have? Perhaps you can generalise so we can give some suggestions as to where your complaint should be pointed to.

 

[Melvin]

Thanks Mal,

The original issue is here at my posting:

http://www.frequentflyer.com.au/community/your-questions/qantas-changed-another-ff-flight-14607.html

It must have been about five weeks since I first started writing.

I think they should send a letter of acknowledgement to say that they have received, and are dealing with my letter.

Thanks,

Mel

 

[Platy]

Thanks Mal,

The original issue is here at my posting:

http://www.frequentflyer.com.au/community/your-questions/qantas-changed-another-ff-flight-14607.html

It must have been about five weeks since I first started writing.

I think they should send a letter of acknowledgement to say that they have received, and are dealing with my letter.

Thanks,

Mel

Hi Melvin, I have sent you a private message, if you need help let me know by return (click on private messgae link on upper left of your screen!).

 

[thadocta]

I sent an email to a fictitious media personality (it bounced, of course) and CC'd it to geoff DOT dixon AT qantas DOT com DOT au - and all of a suden I got a call from the executive relations team within 48 hours, and my issue was resolved to my complete satisfaction, I got better than I was actually looking for.

Dave

 

[Melvin]

Hmm, Intriguing! Looks like I've got a couple of options to follow up here, thanks a lot, and congratulations on getting some success yourselves!

Mel

 

[Mal]

I'm suprised you havn't got a "We're investigating, thanks for your letter" type response.

 

[Melvin]

Me too, but perhaps it's not a surprise. A similar complaint to British Airways some time ago took nine weeks for them to respond and that was after I eventually wrote to the CEO, Willy Walsh.

I wrote to Qantas, then re-sent the letter three weeks later (by recorded delivery), then another both to Customer 'care' and head office about two weeks later on.

Perhaps a letter to the UK is beyond their budget!

Mel

 

[NM]

I suggest you use the feedback section of the Qantas web site to provide your feedback to customer care.

In my experience, you will receive an acknowledgement of the receipt of your feedback with a few days, which at least lets you know its being reviewed by someone and not lost in the process.

I find this to be a more reliable means of communication than snail mail.

 

[comint]

the feedback section of the Qantas web site to provide your feedback to customer care.

Or even more precisely - http://qantas.com/yourexperiencewithqantas (delivers a form with the correct category preselected!)

 

[tscharke]

I sent an email to a fictitious media personality (it bounced, of course) and CC'd it to geoff DOT dixon AT qantas DOT com DOT au - and all of a suden I got a call from the executive relations team within 48 hours, and my issue was resolved to my complete satisfaction, I got better than I was actually looking for.

Dave

I like it!

I got the typical response back on 9/9/08

Dear Mr Tscharke,

Thank you for your email.

Your correspondence has been forwarded to our Customer Care department for their attention.


Yours faithfully,

Jan
QANTAS Airways

perhaps the docs approach will be the next move!

 

[Addisongreen]

I wrote to Customer service September 2007 about the fact that I had been a member of Frequent Flyers since July 1987 (technically speaking before they launched) and that in 1997 on my 10 year anniversary I received a congratulations letter and 10,000 points. The letter was not a complaint but more of a comment on customer service and how a loyal customer who had been flying with them for over 20years (my first flight was as a UM - Unacompanied Monster in 1977) didn't even get the courtesy of a quick letter of congratulations (didn't care about the points) - Customer Service Standards...

Forgot that I had written to them and resent the letter with a request to follow-up in March. Still no reply.

Wrote to them in April because I realised that my QC membership had lapsed and that I hadn't been sent a renewal notice. At this time I thought that they had really received my letter and that they were not going to talk to me and that they didn't want my business anymore....

Finally gave up and phoned. Went through to a couple of people, the usual buck passing - hadn't recieved the original letter, second letter was sent back to customer service for action etc....

Finally had a customer service manager phone and speak to me, did still want my business (QC Membership but I would have to pay the joining fee again as too much time had passed despite being a QC Member since 1997 - 10 year anniversary) and that they were going to put my issue to customer service too look into i.e. a letter being sent to members when a milestone had been reached.

1 week later I received a model 747 (not even the Longreach!!) in the mail with a little note with my name incorrectly spelt stating that this was a small token and hoped that it did not affect my relationship with Qantas.

To this date I have not re-joined Qantas Club and as of yesterday I burnt the last of my points. Will keep my FF membership just in case, but I now actively look for other airlines where possible

 

[oz_mark]

I sent an email to a fictitious media personality (it bounced, of course) and CC'd it to geoff DOT dixon AT qantas DOT com DOT au - and all of a suden I got a call from the executive relations team within 48 hours, and my issue was resolved to my complete satisfaction, I got better than I was actually looking for.

You would have thought they would have smelt a rat with To: [email protected]

 

[Will]

The letter was not a complaint but more of a comment on customer service and how a loyal customer who had been flying with them for over 20years ... didn't even get the courtesy of a quick letter of congratulations

You wanted a letter congratulating you for flying for more than 20 years? :shock:
And wrote a letter asking why you didn't get one? :shock::shock:
zOMG

 

[Addisongreen]

You wanted a letter congratulating you for flying for more than 20 years? :shock:
And wrote a letter asking why you didn't get one? :shock::shock:
zOMG

As stated, precedent was set and thought that with their 20 year celebrations that they might have sent something out to all of us that joined in 1987. With the way it all ended up, I feel that my main comments about the lapse in customer service is slightly justified....

 

[htchapman]

I wrote to Customer service September 2007 about the fact that I had been a member of Frequent Flyers since July 1987 (technically speaking before they launched) and that in 1997 on my 10 year anniversary I received a congratulations letter and 10,000 points. The letter was not a complaint but more of a comment on customer service and how a loyal customer who had been flying with them for over 20years (my first flight was as a UM - Unacompanied Monster in 1977) didn't even get the courtesy of a quick letter of congratulations (didn't care about the points) - Customer Service Standards...

Forgot that I had written to them and resent the letter with a request to follow-up in March. Still no reply.

Wrote to them in April because I realised that my QC membership had lapsed and that I hadn't been sent a renewal notice. At this time I thought that they had really received my letter and that they were not going to talk to me and that they didn't want my business anymore....

Finally gave up and phoned. Went through to a couple of people, the usual buck passing - hadn't recieved the original letter, second letter was sent back to customer service for action etc....

Finally had a customer service manager phone and speak to me, did still want my business (QC Membership but I would have to pay the joining fee again as too much time had passed despite being a QC Member since 1997 - 10 year anniversary) and that they were going to put my issue to customer service too look into i.e. a letter being sent to members when a milestone had been reached.

1 week later I received a model 747 (not even the Longreach!!) in the mail with a little note with my name incorrectly spelt stating that this was a small token and hoped that it did not affect my relationship with Qantas.

To this date I have not re-joined Qantas Club and as of yesterday I burnt the last of my points. Will keep my FF membership just in case, but I now actively look for other airlines where possible

Perhaps they prefer to send the congratulatory 20 year 'letter' via email maybe you haven't checked your 1987 email address yet?

DAMN....not a Longreach.... :shock:.....its a tough life!

 

[htchapman]

Hi there,

I've written to Qantas' customer care and head office three times in the last few weeks about the same issue, but without a reply.

Does anyone know if this is the usual practice with them?

What should I do now, keep writing? Write to Geoff Dixon?

Thanks,

Mel

What status do you have with QF? Maybe thats the reason they aren't replying in a timely fashion (...if at all).

 

[vet]

Qantas/Jetstar jerked me around so I've got an LA aviation lawyer onto it. (I repossessed a pink helicopter in the 80s and I'd like a private plane one day, preferably a A380 that touches down in a US State).

When writing, say your offer of compensation is in accordance with the principles of Calberbank v Calderbank so you'll be seeking legal costs from day one if they don't accept a lowball offer.

Write also to complaints at the ACCC website re conduct likely to mislead and decieve.

Refer to the Civil Aviation Montreal Convention Act 2008, and ask for the $A7,200 compo.

Complain to the US Justice Dept anti-trust division - Dixon's letter about Qantas and Jetstar's 'collaberation' is before the the same people who helped jail the US Exec and fine Qantas $US61m. In my case, they cost US businesses money. If Qantas in your case caused cancellations on US connecting flights or hotel cancellations etc, sik the US onto these illusory 'customer care' folk.

Copy it Anthony Albanese MP at Federal Parliament. And how on earth can Qantas be trusted to service our defence force craft?!!!

Insist upon a response in 7 days and then fill in a court paper at the Victorian Civil & Administrative Tribunal or get an aviation lawyer in LA.

Oh, and ask them why on asic.gov.au, the search of jetstar airways says someone tried to get a liquidator appointed in March/April 08. I would never have booked if I knew Dixon & Co were predicting a $100m loss on Japanese routes and were fending off a possible liquidation of jetstar:evil:.

 

[Melvin]

HTChapman said;

"What status do you have with QF? Maybe thats the reason they aren't replying in a timely fashion (...if at all)."

Well, I think it's bronze. Enough said? Anyway, I've been a frequent flyer member since around 1997 or 1998 and pretty much active through that time.

Does that help?

Mel

 

[Happy Dude]

You would have thought they would have smelt a rat with To: [email protected]

Sorry to be a Neddy Knowitall, but Clark Kent worked at the fictitious Daily Planet newspaper. Not to be confused with www.dailyplanet.com.au (a far more salubrious, but real, entity).

Slow day at work today.....