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.
As Alaska Airlines is a Qantas partner airline and a member of the Oneworld alliance, its flights are available to book using Qantas Frequent Flyer points. But when redeeming Qantas points for seats in Alaska Airlines’ premium cabin, Qantas Frequent Flyer members are being routinely overcharged. Instead of paying “Business Class” prices, Qantas Frequent Flyer … Continued
EXCLUSIVE | Most Qantas customers who’ve tried to contact the airline’s call centre in recent months will be aware that it has major problems. Apart from the long wait times often running into hours, nearly everyone who doesn’t have Qantas Platinum or Platinum one status is having their calls redirected to one of Qantas’ outsourced … Continued
When calling an airline to make a simple enquiry about a confirmed booking, you certainly wouldn’t expect them to cancel your entire ticket without your consent or knowledge. But that’s exactly what happened to a Qantas Frequent Flyer member recently after they called Qantas to enquire about changing their Business Class flights. AFF member davidhes had … Continued
In the Qantas safety video played at the start of every flight, passengers are told that if they lose their phone they should contact a crew member immediately. “Please avoid moving your seat or trying to retrieve it as phones as tablets may be damaged or destroyed if caught in the seat mechanism,” the safety video … Continued
Throughout the pandemic, Qantas has offered a range of initiatives to help frequent flyers to extend their status. After initially extending everyone’s status for one year in 2020, Qantas in 2021 and 2022 has also offered frequent flyers based in Australia and New Zealand the opportunity to extend their status for another year by booking … Continued
Many Qantas customers have not received any compensation after they didn’t receive food as advertised on their flights. To make matters worse, one passenger has now been waiting two months for a response from Qantas Customer Care after their Business Class meal contained pieces of plastic. Qantas not forthcoming with compensation for reduced Easter long … Continued
Many Qantas domestic flights over this Easter long weekend have departed without normal catering on board due to severe staffing shortages at the airline’s caterer. Australian Frequent Flyer understands that the catering problems began last Thursday. Things are expected to return to normal by Tuesday, 19 April 2022. The catering issues have been affecting many … Continued
Update: In January 2023, Virgin Australia further extended the validity of Future Flight Credits and Travel Bank Credits issued on/before 31 July 2022 until 31 December 2023. These credits can now be redeemed until 31 December 2023, for travel up to the same date. Virgin Australia has extended the validity of many Travel Bank credits … Continued
The Qantas Group owns two distinct brands in the Australian market. Qantas is supposed to be the premium, full-service brand while Jetstar is positioned as the low-cost carrier with cheap fares but less service. Ironically though, the customer service provided by Jetstar at the moment is far superior to that of Qantas! The problems with Qantas … Continued
Qantas CEO Alan Joyce this week apologised to customers for the long call centre wait times. Chief Customer Officer Stephanie Tully also emailed customers with “an update on contact centre wait times”, where she admitted the current situation has “not been acceptable”. It’s good to see Qantas at least acknowledging there’s a problem, but the … Continued
If you’ve had trouble using a Qantas flight credit or believe you were overcharged when doing so, the Australian Competition & Consumer Commission (ACCC) would like to hear from you. The ACCC is now calling for submissions from Qantas customers about their experiences when trying to use Qantas flight credits. Qantas customers are invited to … Continued
It’s obvious to anyone who’s tried to contact Qantas recently – be it by phone, email, social media or elsewhere – that the airline has completely lost the plot when it comes to customer service. For Qantas customers, the complete lack of basic customer service on the ground is beyond frustrating. But please, for just … Continued
