Customer Care are you there ?

[farawaymum]

Does anyone actually work these phone lines any more?? Over the past few days I have tried to speak to SOMEONE , the wait times to get through are very long and no one can "help" without putting me on hold for up to 15 minutes and still no resolution.I need to send an email with attachments to make a claim for reimbursement (long story) which would seem simple but is impossible.

In desperation today I rang the platinum FF line and even they could not get through to customer care, nor could they direct me to an appropriate email address. The solution offered was to send the email and attachments to the frequent flyer email address and they would pass it on.This seems to be a lot of double handling not to mention all my personal and private information passing through multiple irrelevant people.

Feels to me like the whole set up is about being as customer unfriendly as possible, and based on forcing the customer to spend a vast amount of time on hold to get even the simplest bit of information.

Sad to see my favourite airline losing the plot so badly.

 

[Hvr]

What email address are you sending it to? I've previously sent emails to Qantas with attachments without issue.

Use this email frequent_flyer@qantas.com.au and it will be routed to the correct area.

 

[mannej]

You also have the option of contacting the QF Rep on here, who may be able to help.

 

[puppysparkes]

This thread lists all qantas contacts http://www.australianfrequentflyer....yer-program/qantas-contact-details-54901.html

 

[bobe]

Absolute waist of time C/C, waiting weeks now for a contact , said two weeks , even went on Facebook , got a contact who Sid they will look into it for me NOTHING.

 

[Red Roo]

Does anyone actually work these phone lines any more?? Over the past few days I have tried to speak to SOMEONE , the wait times to get through are very long and no one can "help" without putting me on hold for up to 15 minutes and still no resolution.I need to send an email with attachments to make a claim for reimbursement (long story) which would seem simple but is impossible.

In desperation today I rang the platinum FF line and even they could not get through to customer care, nor could they direct me to an appropriate email address. The solution offered was to send the email and attachments to the frequent flyer email address and they would pass it on.This seems to be a lot of double handling not to mention all my personal and private information passing through multiple irrelevant people.

Feels to me like the whole set up is about being as customer unfriendly as possible, and based on forcing the customer to spend a vast amount of time on hold to get even the simplest bit of information.

Sad to see my favourite airline losing the plot so badly.

I'm sorry to hear of the difficulty you've experienced in reaching us today.

As Hvr suggested, you can email our Frequent Flyer team directly on [email protected].

Alternatively, I'd be happy to follow up for you via private message.

 

[Red Roo]

Absolute waist of time C/C, waiting weeks now for a contact , said two weeks , even went on Facebook , got a contact who Sid they will look into it for me NOTHING.

I'd appreciate and opportunity to follow up with you. Please send a private message with your name and/or Frequent Flyer number as reference.

 

[Yoz]

I've been having the same issues Red Roo.

2/9 - Sent Email.
2/9 - Automated Response.
Nothing
9/9 - Called Qantas - Was told I'd hear back via Phone/Email.
Nothing
17/9 - Called Qantas - Was told they had contacted me?

I've got voicemails on and haven't received any voicemails. Nor does my inbox show anything from Qantas customer care.

 

[Flying Fox]

I'm another +1 to this event.

04/09 - Sent an email
04/09 - Received automated response
15/09 - Called QFF line and was transferred (very professionally) to customer care. Was on hold for 20mins+ and gave up.
18/09 - Called QFF line again and was told by Nokoli that customer care has problems with receiving emails. He would resend my email with a priority for a response.

Will see what happens from here.

 

[Danger]

And me.

i first sent an email to the above FF email address in early August. A month later no response so I forwarded the same email again. More than two weeks on and still nothing.

 

[N860CR]

Similar experiences here recently. Had a pretty major issue that was sent to customer care... Chased many many times before getting a response that didn't address the query. Contacted RedRoo who said they were disappointed with customer cares inadequate response and would follow up. Another response was received from customer care having a stab about questioning their ability and stating in no uncertain terms to get lost!

Easy solution - 2 high status customers who don't fly Qantas anymore.

It's a shame how things have gone

 

[Flying Fox]

Update

Just got off the phone from Jessica who spoke to me about my recent QF problem(s) and resolved the issue to my satisfaction.

Good recovery QF.

I hope others get a similar outcome.

 

[dgwally]

ahhhhhh I see Im not the only one who has an issue with Qantas "Customer Care"

I Complete the webform on 24th August and within minutes received the ONLY reply to my concern! It was the automated reply to tell me Qantas are always happy to hear from customers! They obviously just choose to ignore customers. (Yes I did request a reply from Qantas CC)

Last year I sent feedback to Customer Care to recognise an amazing crew on a Flight from PER-SYD, I received a phone call and email within a day. The crew deserved the recognition!

I raise concerns about baggage and get nothing! No phone call, no email (excludes Auto Email) ... an extremely poor customer experience. Qantas like to acknowledge the good and ignore the bad. (not a great business model!)


I choose to fly Qantas, I actually fly out of my way to fly Qantas.... Im one of those stupidly loyal customers... yet they treat me, and other customers with such disrespect!

 

[dgwally]

Its one month today since my feedback was provided to Qantas, still no reply!

Am I asking toooooo much to expect a reply within a month? Has anyone had a good experience with Qantas Customer Care?

 

[Mr_Orange]

Its one month today since my feedback was provided to Qantas, still no reply!

Am I asking toooooo much to expect a reply within a month? Has anyone had a good experience with Qantas Customer Care?

From memory, my only positive outcomes have been when Red Roo has intervened. I'm very grateful for their interventions but I can't help but think that it should not be necessary!

 

[dgwally]

Thanks Mr Orange, Red Roo must be busy person.... and can I say she/he/they do a fantastic job on AFF...

Its really sad to think that it takes an 'intervention' on a forum for a company to listen to a customer! Even if they don't want to listen to me... atleast respond to my concern and shut me up.

My travel over the next 12 months will increase dramatically.... its really sad to think that my cash/flights could soon be going to another carrier based outside Australia!

 

[alto25]

Sadly I have had similar very disappointing CC experiences to other posters. Last time after an email and phone call with no response I just gave up.

Haven't set foot on a QF flight now for 18 mths, after being a WP with 50+ QF flights that year. Now SG and will drop to PS next year. Still not sure on which program(s) to prioritize so I'm spreading it around right now.

cheers,

 

[Danger]

Finally!

After first sending an email in early August, then again in early September and again at the start of this month (and receiving automated acknowledgements each time), I finally got a reply this morning.