A very long run comes to an end...

[cove]

Qantas has 10 million accounts so it would be fair to say that Jessica Tam. My two sons are not even trying because they have plenty of frequent flyer points/ Miles. They fly quite a lot but more than 90% of their bookings are points/mile redemptions

 

[mviy]

I’m working towards LTG for the lounge access and also as it should make it easier to use points once I’m no longer able to sustain a high level (for me) of travel paid for using cash.

My main international route is to LHR and getting J/F seats on this route is very difficult especially without status.

 

[Pleb Status]

The drop to LTG occurred this afternoon... and seven weeks until my last revenue flight.

 

[MH_fan]

I've been saying this for years... Whilst LTP would be nice, it would make more sense to me to give customers an incentive to keep aiming for or maintaining WP.

 

[Pleb Status]

My first call to QF this morning as a LTG (call was with respect to an existing award booking).

A 30+ minute wait time for a CSR who does not know what they are doing and extremely confrontational. They must be under a lot of pressure wherever the call centre is now based.

So there is a big difference between WP and SG, at least from a customer 'service' point of view. I hope I will not need to deal with these people much in the future.

As an aside, QR marrying sectors together after booking makes rerouting an award ticket very difficult, as the sectors cannot be broken up again.

 

[RooFlyer]

As an aside, QR marrying sectors together after booking makes rerouting an award ticket very difficult, as the sectors cannot be broken up again.

And coupled with QR's propensity for cancelling award tickets if they are changed (the QF agent needs to have the ticket re-issued immediately), this makes QR doubly tricky to deal with. A pity, as they J is one of the best.

 

[Pleb Status]

I am now trying to argue with the QF CSR that my final destination (which is also the origin) is not counted as a stopover on a OW classic reward...

How have non WP dealt with this 'quality' of customer 'service' from QF?

 

[cambriamarsh]

I am now trying to argue with the QF CSR that my final destination (which is also the origin) is not counted as a stopover on a OW classic reward...

How have non WP dealt with this 'quality' of customer 'service' from QF?

HUACA and A if needed! Good luck

 

[TomVexille]

HUACA and A if needed! Good luck

While that's the right thing to do, it's incredibly annoying when one is SG as the wait time is usually 30 minutes +

 

[Pleb Status]

While that's the right thing to do, it's incredibly annoying when on is SG as the wait time is usually 30 minutes +

Correct.

On a cold and gloomy Sunday morning watching an even gloomier Bathurst the dead time is tolerable. Less so however if the matter is urgent or you have not got a few hours to kill.

I will have to give some priority to reducing my points balance to limit any future QF interaction..

 

[danielt25]

Plebstatus: a colleague who was WP but dropped to SG just continues to call the premium line without any issues!

 

[RooFlyer]

But doesn't the system recognise their FF number when it's entered on the phone and divert them to the non Plat area?

 

[GoldCanyon340]

Plebstatus: a colleague who was WP but dropped to SG just continues to call the premium line without any issues!

The caller’s FF number would direct them to the relevant queue.

 

[Pleb Status]

Plebstatus: a colleague who was WP but dropped to SG just continues to call the premium line without any issues!

On one occasion today, I believe I did speak to the premium area. The other occasions were definitely not.

It may be different during the week however. Some experimentation may be required. A new 'experience' at least.

The burn has started with 100k spent this afternoon (booked online) and another 224k is imminent if I can firm up the dates.

 

[serfty]

But doesn't the system recognise their FF number when it's entered on the phone and divert them to the non Plat area?

The caller’s FF number would direct them to the relevant queue.

Moreover, you now need to enter your PIN as well as your QFF number.

 

[UP4014]

The P call centre is in Canberra. Ask them where they are. The Gold person was sydney and something in Melbourne.

 

[jamesatfish]

My first call to QF this morning as a LTG (call was with respect to an existing award booking).

A 30+ minute wait time for a CSR who does not know what they are doing and extremely confrontational. They must be under a lot of pressure wherever the call centre is now based.

So there is a big difference between WP and SG, at least from a customer 'service' point of view. I hope I will not need to deal with these people much in the future.

As an aside, QR marrying sectors together after booking makes rerouting an award ticket very difficult, as the sectors cannot be broken up again.

And again I find my self in exactly the same boat as you!

I'm flying to Brisbane tomorrow, for some stupid reason I booked a QF flight in J. Everything seemed peachy until Qantas decided just now to cancel that flight.

Of course Manage my Booking on the QF website still shows the flight as confirmed (despite the push notification and SMS I received to the contrary) so I gave the call centre a ring to get it sorted.

Or at least I tried - their automated system has promised to call me back between 48 and 59 minutes from now. Is that really the standard QF call centre response time?!

I assume that Qantas' intention from here is to piss me off as much as possible so I stop flying with them altogether, because that's certainly what they're pushing me to do.

 

[UP4014]

I've been saying this for years... Whilst LTP would be nice, it would make more sense to me to give customers an incentive to keep aiming for or maintaining WP.

Something like a discount based on longevity at P.

 

[jamesatfish]

OK, I'll walk back some of my frustration with QF as it turns out they handled the cancellation very well after all.

I received a callback from the QF call centre about 40 minutes after my initial call. By that time QF had rebooked me onto a direct flight with VA that gets me to Brisbane within 20 minutes of my original QF flight, even keeping me in Business. I certainly can't fault that side of things, and it's completely above and beyond for QF to rebook me onto a different carrier in J.

The QF call centre inbound experience is still a sore point though. I needed to get the VA booking reference so I could use their online checkin, and as a joe-nobody (I didn't even enter a membership number) my call to Virgin's call centre was answered within 15 seconds and I had the reference number 2 minutes later.

All in all I'm feeling a fair bit happier with QF than I was 90 minutes ago, so credit where credit is due.

 

[Pleb Status]

OK, I'll walk back some of my frustration with QF as it turns out they handled the cancellation very well after all.

I received a callback from the QF call centre about 40 minutes after my initial call. By that time QF had rebooked me onto a direct flight with VA that gets me to Brisbane within 20 minutes of my original QF flight, even keeping me in Business. I certainly can't fault that side of things, and it's completely above and beyond for QF to rebook me onto a different carrier in J.

The QF call centre inbound experience is still a sore point though. I needed to get the VA booking reference so I could use their online checkin, and as a joe-nobody (I didn't even enter a membership number) my call to Virgin's call centre was answered within 15 seconds and I had the reference number 2 minutes later.

All in all I'm feeling a fair bit happier with QF than I was 90 minutes ago, so credit where credit is due.

Interesting that they rebooked you on VA. They must be confident that VA J will not match QF J on the same route.