10 QFF Points per $ - Gift Vouchers are back!

[medhead]

Pretty sure QF loyalty couldn't give a flying kangaroo about a BFOD customer IMO.

But they do care about getting bums in Qantas seats and not in VA seats.

 

[Kerrodt]

This could easily be interpreted as a clear case of misleading and deceptive conduct. QF have not delivered what they promised under the terms of their offer.

If it was a company other than QF, I think i would have lodged a formal complaint with the regulatory bodies by now. But Qantas have the privilege of the benefit of my doubt on their integrity.

But at some point, enough becomes enough. Even a simple email to all affected members outlining the problem, and an expected resolution timeframe would have been appropriate a long time ago.

The silence really is shoddy and unprofessional.

 

[Deleted User]

this is clearly nothing more than their marketing department promising something that they clearly were not prepared for... and can not deliver it would seem. Sure problems arise, but its how they are handled where public judgments are truly made, in this case it seems that they no longer have the capacity or personnel to back up what they offer.

Is this just the tip of the iceberg of the new "enhanced" Qantas where decay is starting to set in...?

Hope not, but it certainly's not a good look so far.

 

[Deleted User]

Aquire Partners | Qantas

Not holding my breath that points from this will post flawlessly, I'm registered but lets see...

 

[TheEmu]

Aquire Partners | Qantas

Not holding my breath that points from this will post flawlessly, I'm registered but lets see...

Ditto and ditto.
Another email chasing points sent today.

 

[Deleted User]

I have wasted my time sending three emails...

6/2
17/2
8/3

I think their plan is working...ignore us and hopefully we'll go away...

 

[rogerkambah]

I have wasted my time sending three emails...

6/2
17/2
8/3

I think their plan is working...ignore us and hopefully we'll go away...

Unfortunately I have to concur. At any other time when I have contacted QFF with a claim that can easily be validated, missing points have been credited almost instantaneously.

I have explained my situation to 2 CSRs and to Red Roo. Somehow, though the problem cannot be remedied by the simple expediency of manually crediting the points that I am missing.

 

[ketsuzei]

Even a simple email to all affected members outlining the problem, and an expected resolution timeframe would have been appropriate a long time ago.

What he said.

I've still never been stiffed by QF on a single point or status credit, but the amount of chasing that all up has been ridiculous for too long now.

shintaro10x has almost certainly made a positive contribution to QF's coffers via the mASA thread, which I reckon should at least warrant a better response from Red Roo in this forum.

Even just as an unwilling representative of those who are still owed points.

 

[Deleted User]

I guess if Qantas don't want to post the points.... then they wont. Other than calls & emails there is pretty much stuff all we can do about it. Perhaps we should all write it off as a bad experience and consider other programs... :-|

 

[JessicaTam]

I guess if Qantas don't want to post the points.... then they wont. Other than calls & emails there is pretty much stuff all we can do about it. Perhaps we should all write it off as a bad experience and consider other programs... :-|

A class action?

 

[Red Roo]

First and foremost, I apologise for the lack of commentary on this thread. On behalf of the operational teams concerned, I sincerely thank you for your patience thus far. I'm acutely aware that we're testing a valuable friendship with many of our premium and most frequent travellers on this forum, and that we're well beyond the stated guideline of 8 weeks.

While I don't have a detailed update, I can assure you this matter has not been forgotten. I can however share with you that there have been some unforeseen and unprecedented issues identified that seem to have occurred mid-offer. A "quick fix" of manually adding missing points is not an option like we first thought as this has proved to be more disruptive to the overall process causing duplication or unnecessary deductions for some.

The dedicated team is still working on a solution to resolve all outstanding claims as quickly and efficiently as possible. At this time I can promise 3 things:

- any eligible points due will be honoured
- to those who've sent me private messages, your examples have been used towards the internal review and therefore given priority
- as a fellow AFFer, and strong customer advocate, I'm doing my best to ensure the teams working on this are not discouraged to consider such offers in the future

I share your frustration, and do hope this unhappy experience remains in our past.

P.S. I appreciate your concern about Red Roo's ongoing presence on this forum. Qantas are committed to maintaining a strong relationship with customers via social media, and on a lighter note, Red Roo has gained quite a reputation. For that, I thank you for your support.

 

[QF WP]

Nice to see you back Red Roo. I'm sure that those who are still missing points will appreciate the advice. Sounds like you've been a little busy trying to work out a solution

 

[JessicaTam]

...
- as a fellow AFFer, and strong customer advocate, I'm doing my best to ensure the teams working on this are not discouraged to consider such offers in the future
...

And that members are not discouraged from taking them up in the future...

 

[Red Roo]

And that members are not discouraged from taking them up in the future...

That goes without saying...to AFFers.

The various stakeholders are also fully aware of this, and receive regular updates about the impact to members from Red Roo, Customer Care and the Frequent Flyer Service Centre.

 

[Deleted User]

Welcome back Red Roo, as always I appreciate your updates and are hoping that a resolution is not too far away...

 

[Kerrodt]

Good to hear from you Red Roo. Always reassuring to know that you're still in control of the matter. Thanks.

 

[JohnK]

Have 3 bookings from residual vouchers created which I could not view and had to contact Qantas to remove the reference to gift voucher.

That was done yesterday and now I can view bookings but I cannot change or cancel these bookings. Called back only to be put on hold and after 10-15 minutes told there is nothing they can do and would need to escalate issue.

Why is it so difficult? Not really good enough.

 

[Grooba]

I've got a nice pile of BP's sitting on my desk gathering dust, reminding me not to forget the points still owed to me.

I've made one phone call to see what was going on (as half of the points posted about a month ago) and the lovely lady on the phone apologized profusely and re assured me they would come through eventually.

It's really no big deal for me, I'm not needing the points urgently so am happy to wait in line. If I need to call up for anything else I'll obviously check on it but I'm not going to waste my time chasing/sending emails/etc.

In fact it just makes me laugh a little that a company as large as QF can't sort out something as somewhat trivial as this is (to me anyway).

 

[JessicaTam]

Have 3 bookings from residual vouchers created which I could not view and had to contact Qantas to remove the reference to gift voucher.

That was done yesterday and now I can view bookings but I cannot change or cancel these bookings. Called back only to be put on hold and after 10-15 minutes told there is nothing they can do and would need to escalate issue.

Why is it so difficult? Not really good enough.

I have a 'booking' in MMB that I can't open either. Maybe that is my missing $1.

 

[blackcat20]

I have a 'booking' in MMB that I can't open either. Maybe that is my missing $1.

I keep meaning to chase that up again, the "three weeks" I was told is well and truly gone.