I had an issue with QF discussed in another post – Basically there seemed to be a fault /insanity in the booking system. When making a return international flight the cash price was $500+$600 , but when taking one of the legs as a classic award the other leg was suddenly repriced as $1000 more. So a cash ticket was $1100 but a Classic + cash was $1900.
Read more at http://www.australianfrequentflyer....free-classic-flight-actually-costs-59989.html
Within QF I got the run around - FFlyer – reservations – Customer care. Res staff could see the insanity – some gave me a specious argument ( as did some AFF members) and some were just puzzled, passed it to supervisors and trainers but no results.
At this stage I could have readily taken the matter to the ACA. I had made complaints, had the “evidence“ in the form of screen shots and enough diary details to show how I had asked QF to fix it and got no joy.
No to be deterred (given this was the third IT glitch that had cost me dearly) I sent a registered letter to AJ. No response after a week so I gave up and sent it all to ACA.
No personal contact from the ACA - just automatic emails and a log on to see progress.
But the ACA certainly made a difference. I received calls from a nice person near the CEO’s office I guess.
It took a week or two to solve the problem - but they did. Not just for me but everyone trying to make a joint Classic/ cash International booking.
When we almost had a solution the nice QF lady sounded hmm stressed a little “Can we close it off now? Can I advise the ACA? It seemed that needed to meet that ever closing deadline.
When I read her email – well we didn’t have a complete solution. But the progress after that was rapid. “now can I advise the ACA?
So it seems clear to me that the very presence of the ACA makes a difference. If not to the outcome (in this case) then, certainly to the velocity. That alone is enough to make me smile.
As it happens, given this was a slightly different approach, the Advocate herself called me to check if it was all closed off. We had a brief chat off topic: All I can say is that she seems the right person for the job… Practical, and not too bureaucratic / legalistic.
Anyone else car to share their experience for the benefit of others?
Read more at http://www.australianfrequentflyer....free-classic-flight-actually-costs-59989.html
Within QF I got the run around - FFlyer – reservations – Customer care. Res staff could see the insanity – some gave me a specious argument ( as did some AFF members) and some were just puzzled, passed it to supervisors and trainers but no results.
At this stage I could have readily taken the matter to the ACA. I had made complaints, had the “evidence“ in the form of screen shots and enough diary details to show how I had asked QF to fix it and got no joy.
No to be deterred (given this was the third IT glitch that had cost me dearly) I sent a registered letter to AJ. No response after a week so I gave up and sent it all to ACA.
No personal contact from the ACA - just automatic emails and a log on to see progress.
But the ACA certainly made a difference. I received calls from a nice person near the CEO’s office I guess.
It took a week or two to solve the problem - but they did. Not just for me but everyone trying to make a joint Classic/ cash International booking.
When we almost had a solution the nice QF lady sounded hmm stressed a little “Can we close it off now? Can I advise the ACA? It seemed that needed to meet that ever closing deadline.
When I read her email – well we didn’t have a complete solution. But the progress after that was rapid. “now can I advise the ACA?
So it seems clear to me that the very presence of the ACA makes a difference. If not to the outcome (in this case) then, certainly to the velocity. That alone is enough to make me smile.
As it happens, given this was a slightly different approach, the Advocate herself called me to check if it was all closed off. We had a brief chat off topic: All I can say is that she seems the right person for the job… Practical, and not too bureaucratic / legalistic.
Anyone else car to share their experience for the benefit of others?
