Are my expectations of QF customer service too high?

[clazman]

Just landed at HK on CX flight and there was 10 wheelchair attendants waiting, but no one got on with a wheelchair in LAX... May be they were hiding?

 

[Cynicor]

Loyalty works, if done properly, as it is cheaper to retain customers or staff than to find new ones. Also, bad reputations and actions spread rapidly and widely. Good ones not so much. Just look at the content of most AFF posts.

Loyalty from a company, yes. But there should be none TO a company unless the have earned it. Most people who blindly state loyalty cannot find an actual reason, and should try playing the field first!

Like in marriage

 

[ozguytim]

I think it is ridiculous the only way to submit customer complaints to QF is via post... Probably to discourage the many disgruntled and unsatisfied customers from easily sending an e-mail.

I had an experience where I was in TLV as a group of 3 (all QF gold) and we needed to book a rewards flight on RJ. The CSO booked and processed all the flights and sent us itineraries - low and behold when we got to the airport the bookings had not been processed correctly. We had to ring back to Australia on international roaming for 30minutes to get it corrected - only just making our flight.

Took the time and effort to type out a letter, buy a postal stamp and post it to Qantas only to receive a pathetic generic e-mail reply and no compensation.

Ridiculous.

My loyalty lies with VA now.

 

[mannej]

I think it is ridiculous the only way to submit customer complaints to QF is via post... Probably to discourage the many disgruntled and unsatisfied customers from easily sending an e-mail.

A quick search of Google suggests you are incorrect with the information you have provided above.

http://www.qantas.com.au/travel/airlines/complaint-for-specific-needs/global/en

 

[ozguytim]

Ah, my bad.

Must be a new thing - that facility wasn't around a couple of years ago.

 

[mannej]

Ah, my bad.

Must be a new thing - that facility wasn't around a couple of years ago.

It has definitely been around for a number of years.

 

[N860CR]

It has definitely been around for a number of years.

It's always been buried a little. There's technically a way to contact reservations via email too, it just takes some digging. They've never made email contact easy.

 

[harvyk]

There is always the option of PMing Red Roo on this forum as another method of feedback, facebook is another option. Whilst the debate may rage around how useful feedback is, the fact is that QF are actually pretty easy to at least get in contact with.

 

[mannej]

It's always been buried a little. There's technically a way to contact reservations via email too, it just takes some digging. They've never made email contact easy.

First result on Google. I wouldn't call that particularly hard.

 

[N860CR]

First result on Google. I wouldn't call that particularly hard.

Unless it's changed recently, it's buried within Qantas.com and difficult to access via the homepage.

I'd call Google a work around.

 

[mannej]

Unless it's changed recently, it's buried within Qantas.com and difficult to access via the homepage.

I'd call Google a work around.

Again, if you use the search function on the homepage, it is the first result that pops up.

I don't ever remember finding it difficult to find.

 

[harvyk]

Unless it's changed recently, it's buried within Qantas.com and difficult to access via the homepage.

I'd call Google a work around.

With exception to actually making a booking, all information is difficult to find. It is not a particularly well laid out website.

 

[N860CR]

Again, if you use the search function on the homepage, it is the first result that pops up.

I don't ever remember finding it difficult to find.

Ok, no worries.

 

[juddles]

if anyone thinks the Qf site is hard, try using the Commonwealth Bank site to find a number to talk to a human :/

 

[Redeye]

Well I received a response from QANTAS. Outcome, Apologies and the knowledge that QANTAS's systems cannot cope with annotating special needs when it comes to ordering a chauffeur drive car.

Thank you very much for your email.

If two or more customers are travelling in different bookings and wish to book the Chauffeur transfer to travel together, only one Chauffeur Drive transfer should be booked.

The Chauffeur Drive supplier will confirm any special requests such as child seats, wheel chairs, oversized baggage, and other travelling companions directly with the customer for departure transfers when the supplier calls the customer on the day prior to departure.

This method of booking is a requirement of the Chauffeur Drive supplier contracted to Qantas to provide these services for our customers.

We appreciate that you wanted to avoid a duplication of services and to ensure that a larger vehicle was ordered to accommodate your Father and yourself. We do apologise that it is not possible to have your booking annotated with this information.

Your feedback is important to us and we appreciate your email and the time you have taken to provide it. Please be assured we are always looking to improve our services and products.


For future reference call Emirates for service! Not happy Jan.

 

[N860CR]

Unfortunately, customer care has always been a Qantas weakness.

That said, after dealing with both EY and EK customer care in the last few months, I can't say that they're any better.

I think the answer is to just pick a carrier that's least likely to stuff things up and therefore you won't need the pain of contacting them after the event.

CX has become my intl airline of choice for that reason.

 

[drron]

if anyone thinks the Qf site is hard, try using the Commonwealth Bank site to find a number to talk to a human :/

You mean you actually found one!
Unbelievable.

 

[katiebell]

With exception to actually making a booking, all information is difficult to find. It is not a particularly well laid out website.

The enhancements to the website have made it awful. It wasn't too bad before but now after being enhanced...

 

[katiebell]

The QF chauffeur drive booking site is awful: my travel agent has more trouble with it than any other one.

The QF feedback/complaints system is also designed with a specific purpose: to get no complaints in the misguided thinking that no complaints = happy customers...

What is wrong with the idea of paper forms to be filled in during the flight?

 

[RooFlyer]

The QF chauffeur drive booking site is awful: my travel agent has more trouble with it than any other one.

The QF feedback/complaints system is also designed with a specific purpose: to get no complaints in the misguided thinking that no complaints = happy customers...

What is wrong with the idea of paper forms to be filled in during the flight?

Or rather, no complaints = management KPI achieved = management bonus.