Disappointing WP experience at First Counter/Lounge regarding baggage limits

[ComeFlyWithMe]

If the OP has his mother's consent to lodge a complaint on her behalf, there is no privacy breach. If QF provide personal information to him when unauthorised (not sure how this would eventuate in a complaint situation), that would be a breach.

I doubt his mum will sue him over it!

 

[kpro]

The "privacy" thing is fine by me, I can understand why Red Roo would not want to talk to me about the issue. Having said that, he/she could have obtained FF Number from me in order to contact my mother directly.

In any case, complaint is lodged and we will see what happens.

 

[Red Roo]

Complaint should be submitted now - the form you provided earlier apparently doesn't come back with any success message after pressing submit? How can we tell that the form was actually submitted properly?

Further details from mum state that First Lounge attendant told her "they are Qantas and they give additional bag to Qantas and they are not allowed to do so for other airlines". Which seems totally wrong based on information here. Anyway, will let everyone know how it does.

Customer Care have received your correspondence and will be in touch with your Mum asap. Thanks for following up.

 

[MEL_Traveller]

I took Red Roo to be talking about provision of specific, complaint related assistance. Why? because of the suggestion of referring it to the customer care team and mentioning details of the specific event. In which case privacy is an issue and the comment I object to is invalid, IMO. Hence I objected to the comment.

that is the case. but does not take into account the strategic implications of this issue... that a large number of people are aware of it and it is damaging to the brand.

a specific issue can be dealt with behind privacy. it almost appears that the broader issue cannot be addressed because of privacy... which is not the case.

 

[EmilyHoward]

Red Roo,

How about considering giving "mum" a free return ticket to Port Hedland WA as recompense?.... Ideally the return would be the same day I would have thought.

EH

 

[ComeFlyWithMe]

Our First Hosts are a dedicated, hand-picked team who are expected to offer a seamless service to our premium and most frequent travellers. If this has not been your experience, we'd appreciate an opportunity to address it with the individuals concerned by using examples. Feedback is never taken for granted in our endeavour to maintain consistency.

So based on this thread, I did actually log my complaint with QF, and was very impressed to receive a callback the same day. The call was a few minutes before I had a 6pm meeting, so I asked them politely to call back the following day, as I wouldn't have been out until 9pm.

That was Tuesday.

Haven't heard another peep. No callback. No email. Nothing.

Disappointing. Not sure why I bothered. Again.

 

[kpro]

Hi all. To close off this experience I can say that my mother was contacted by email and phone about the incident. At first she was offered a refund of the excess baggage fees. However as she didn't pay any, the offer was pointless. The customer service rep then stated that the issue of consistency would be "highlighted" to management. Nothing else was provided and that was that.