Qantas has coped a battering this week with one member resolutely declaring that the Qantas customer care fail in the inherent requirement of their job… caring! A relatively straightforward request has been met with a poor attitude and a lack of empathy according to one member. This member sought to change the time for the first leg of their journey and wanted to work out a resolution to ensure the whole journey would not be cancelled along with it.

One member suggests hand-balling this conundrum back to the travel agent who booked the flight to deal with the bureaucracy. Another member is unsurprised by the negative experience and shares similar frustrations.

However many members feel that this is fairly standard procedure across most airlines. Airlines assume that if you fail to honour the first leg of a journey, then you will automatically miss the second. This is a standard fare rule for many airlines and some members have little sympathy for the conundrum, having found themselves in similar scenarios in the past.

However the member laments that the problem was with the lack of empathy or assistance provided by Qantas. Their experience was that the staff had a poor attitude, failed to return calls and emails and failed to keep promises.

Share your customer care experiences positive and negative HERE.


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