A letter to Alan Joyce

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Once granted an earlier flight why does one taketh away ooooh Qantas not right just not right.
 
Chming in a bit late here but I think everyone has summed it up pretty wel.

Theimportant thing is your friend being OK. That's what is most important in life. Yes, if you had to pay that change fee, or stick with your original flight, that's poor, but it is also within the fare rules. I'd note also that your original 0900 flight is at the end of morning peak where demand is high for earlier flights.. say you wanted a 0700 or 0630 chances are only full Y was left so actually asking for $200 as a fee is probably less than the available fres at that short notice.

I'd also agree that the letter was too long and contatned items that anyone reading it find irrelevant (when you read these things constantly you want the facts not the "extras"). I understand you wrote in anger and distress, and we've all been there I think so i get it.

The core issue to me here is one agent undoing what another did. Clearly the agent who was compassionate and issued the BP for you was doing a customer friendly thing. It seems so extreme for the other agent to make a mission to override it. It's a bit of a power trip or someone, as busy as you'd think they were, to even note this and follow up on it. Very odd. Why? If there was a seat to give it likely wouldn't be sold so sounds like someone just pyshing their own little agenda.

I also know agents do get audited when they override fare rules and the like, and unless they have specific authority(and even then) need to explain what they do. Could have been caught in the middle of some sort of local staff issues. Who knows. Bad result either way.

Again, what's done is done and the main thing is your friend is OK.
 
Re Fly Forward(VA)/Flow Forward

the difference to the OP's situation is:

1. A QF style fly forward benefit is only there for P1 (and published for P1 on flex fares, though in practice I've used it on most fare types)..so technically even a P1 on a Red-E-Deal would be required to pay a change fee(but more likely than not waived)
2. A flow forward situation doesn't apply here.. or if it did it wasn't evident.. Airlines will flow forward if there's weather or other issues where they have incentive to get people there sooner rather than later.. This instance was a customer request, not a airline desired outcome.
 
It does seem like Qantas has created a very negative outcome here when it didn't need to.

One agent helped out the customer with a gesture of goodwill. Another agent then reversed it, seemingly acting out of spite.

I really have to shake my head at that. Yes I would agree that one agent was in no way obligated to offer the GOGW, but for the other one to subsequently withdraw once given is a textbook service fail.
 
astrokid said:
.... As for the level of support from here. I’m lost for words. Let’s just leave it at that. #rulesarerules
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​

The OP has not been here since the day of Post # 1 on 5th March. Maybe waiting to receive a response from QF before reporting back, or may have moved on.
 
Regarding the response on AFF to the OP (taken on face value of the post)... I think many of us are calling it as we see it and the poster DID ask for comments and thoughts. Many agree the letter was too verbose and included unimportant extras not germaine to the issue at hand. Many have identified the core issue of the behaviour of agents, specially the move to revoke an issued BP for earlier flight which seems extreme and bizarre and I've never heard of something like this before (but cannot dispute the anecdotal report of the OP and am nt).

here are several facets to the story as reported and I feel many here have been reasonable with reaction and the criticism of the complaint letter I feel has been constructive rather than personal; we realise it was written at a time of anger and emotion, and we've all been there.

my 2 cents.
 
Dear Alan,
Qantas under your brilliant leadership, massive savings on fuel and with M$ in the kitty now, do you not think its about time Qantas dropped the outrageous high fees by about 2/3 Qantas FF flyers have to endure on booking long haul award seats?, unlike 90% of other full service airlines like CX & AA, and I guess releasing a few hundred J/F award seats to USA and LHR PA would be welcome too.
regards,
Love to fly ex HKG.
 
As someone who used to work in complaint management for a large organisation, I can pretty much guarantee that neither AJ, nor any senior or executive person at QF will ever see this letter, apart from as part of aggregate data on report. And that's assuming the person who deals with it even manages to identify the issue within all the hyperbole, emotion and unrelated waffle.

I agree the decision to revoke the boarding pass was terrible.
 
RichardMEL said:
Chming in a bit late here but I think everyone has summed it up pretty wel.

[...]

I also know agents do get audited when they override fare rules and the like
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Coming back in a bit late myself after some travel..... Yes, every entry into Res/Departure Control is audited. That's why it's foolish/career ending for any airport staff to think they can slip in an upgrade or unauthorised change. The other side of the story could be that the supervisor was erasing an action that could have had consequences.
 
JohnK said:
Delay wasn't as long as 3 hours but surprises me an airline won't let people go earlier when they cancel a flight. The decision makes no sense especially if other flights later in day are delayed/cancelled.
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From experience, LCCs would be more inclined to accept freight than pax if it ever comes down to it (when there are payload restrictions for instance) as revenue from freight tends to make up a healthy slice of their profits.
 
v1nce007 said:
As someone who used to work in complaint management for a large organisation, I can pretty much guarantee that neither AJ, nor any senior or executive person at QF will ever see this letter, apart from as part of aggregate data on report. And that's assuming the person who deals with it even manages to identify the issue within all the hyperbole, emotion and unrelated waffle.

I agree the decision to revoke the boarding pass was terrible.
Click to expand...

Hopefully they’re money back guarantees.... FYI i got a call within the hour.
 
Reversing the decision out of spite and taking your bags off is insane, must have cost them more than $200...

Also if this is so heinously against the rules why is it an option in the system, obvisouly some degree of discretion must be allowed.
 
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