Complaints & Resolutions is a popular topic at the Australian Frequent Flyer. While no-one likes a bad travel experience - these things do happen, and there may well be cause to complain.
The problems with the Qantas call centre are well-documented on Australian Frequent Flyer and elsewhere. Unless you happen to have Platinum or Platinum One status with Qantas Frequent Flyer, you’ll often wait hours on hold just to speak to somebody who isn’t trained properly, can’t help, puts you on hold, or hangs up on you. (Or … Continued
Prior to COVID-19, the Singapore Airlines call centre was generally excellent. It didn’t take long to get through to an operator, and the Singapore-based staff were able to competently assist with most requests. Unfortunately, it’s now quite a different story. It appears that Singapore Airlines has closed its Singapore-based call centre during the pandemic and … Continued
Unless you’re lucky enough to have Platinum or Platinum One status, dealing with the Qantas contact centre has become a maddening experience lately. The wait times are often astronomical, and if your call is directed to one of the outsourced overseas call centres operated by Mindpearl, the staff are often poorly trained and unable to … Continued
Throughout the pandemic, airlines have had to cancel a lot of flights. This is already inconvenient enough for customers who had booked tickets on flights that are no longer going ahead. But airlines including Qantas have found a way to make the experience even worse for passengers. Over the last couple of years, Qantas has … Continued
A Qantas passenger is $79 out of pocket after staff refused to let her check-in without a COVID test certificate that she didn’t actually need. The passenger, who is the wife of AFF member gidxg03, was travelling with Qantas from Melbourne to London via Darwin, with an onward connection to Ireland. At the time of … Continued
Singapore Airlines KrisFlyer miles normally expire if unredeemed after 3 years, regardless of account activity. But it’s clearly unfair to expire people’s miles during a pandemic when they can’t travel, so Singapore Airlines has been progressively extending the validity of KrisFlyer miles that would have expired since April 2020. Each extension is for six months … Continued
Qantas has come under fire after customers discovered they were being charged significantly more when booking with a flight credit. Over recent weeks, both A Current Affair and ABC News have accused Qantas of price gouging, with some customers claiming they had to pay triple the regular price to redeem their flight credit for a … Continued
Over the past few years, the same complaints about airlines have appeared time and time again. Some of the most common ones have been airlines making it difficult to get a refund, as well as lengthy call centre wait times and non-existent customer service. Lots of airline customers have put up with bad experiences or terrible … Continued
Qantas will refund customers who were mistakenly overcharged when booking Classic Flight Rewards prior to October 2021 – possibly without even realising. This error, caused by carrier charges being filed in the wrong currency, affected some Classic Flight Reward bookings from Australia to the United States and Hong Kong. Qantas last updated its carrier charges … Continued
A widespread problem causing frequent flyers of multiple airlines to miss out on points & status credits for British Airways flights taken over the past two months has now been resolved. Many Qantas Frequent Flyer members had complained that they had not received any points or status credits for British Airways flights taken since November … Continued
Last week, Australian Frequent Flyer exposed the dire state of the service being provided by the Qantas call centre. Many customers are waiting hours on hold, only to speak to staff who can’t assist with even basic requests – or for their calls to be disconnected. Clearly, this story has resonated with Australians. Following last Thursday’s … Continued
If you’ve tried to phone Qantas recently, you probably already know how difficult it is to get through to the call centre. Unless you have Platinum or Platinum One status, wait times regularly run into the hours and even if you can get through, there’s no guarantee of receiving correct information or proficient assistance with … Continued