Email for complaints

[Eggsbenedict]

Is there an email address for Velocity complaints. I know that there is a section on the Website but these just gets the auto "we are very sorry about your experience reply"

 

[samh004]

I find seeking out the CEO's (or similar) email and sending your complaint to essentially a PA works very well to get things handled, of course, this is with Qantas so YMMV.

 

[Revolio]

Seems in the turbo-capitalist era in which we trudge the notion of 'complaint' has been replaced by 'feedback'. Unless you can capture a wide audience, basically the target reader couldn't really care less. As a single consumer you simply don't have the numbers or clout.

 

[Eggsbenedict]

I find seeking out the CEO's (or similar) email and sending your complaint to essentially a PA works very well to get things handled, of course, this is with Qantas so YMMV.

Haha I have actually done this before I emailed John about the level of service just after they brought in the Platinum level I found service to all us loyal before the big status match went out the window not to mention all the incosistancy with the Flexi fares. Anyway I was hoping to go a little lower key this time

 

[Eggsbenedict]

Seems in the turbo-capitalist era in which we trudge the notion of 'complaint' has been replaced by 'feedback'. Unless you can capture a wide audience, basically the target reader couldn't really care less. As a single consumer you simply don't have the numbers or clout. (and I really doubt many CEO's would ever read emails. Teams of PA's and PR consultants to do that for them.)

Yep! Love the thank you for your feedback after completing the complaint online. Regarding the wider audience I found that the facebook page normally gets you a decent response but as per my last comment I am really trying to deal with this one without going full WP!

 

[Homer]

A friend of mine has regular success with tweeting companies and I had the opportunity to try it back in January when we had a ridiculous incident with a hotel duty manager on the Gold Coast during check out. After the incident I told another staff member to get the manager to call me. By that afternoon he hadn't called so I tweeted and tagged the hotel brand. I had an email from their social media team within 5 minutes but my flight was called so I replied with a phone number and ETA. Then an hour later in SYD I received a call from the hotel GM as soon as I switched on my phone. The upshot was they sacked the duty manager. So I think Twitter can get results.

 

[samh004]

A friend of mine has regular success with tweeting companies and I had the opportunity to try it back in January when we had a ridiculous incident with a hotel duty manager on the Gold Coast during check out. After the incident I told another staff member to get the manager to call me. By that afternoon he hadn't called so I tweeted and tagged the hotel brand. I had an email from their social media team within 5 minutes but my flight was called so I replied with a phone number and ETA. Then an hour later in SYD I received a call from the hotel GM as soon as I switched on my phone. The upshot was they sacked the duty manager. So I think Twitter can get results.

I've similarly had results on social media, when I tweeted about missing out on a christmas coughtail in the SYD J lounge, not 5 minutes later I was being paged to the front desk and had a lovely chat with the lounge manager... and a very strong coughtail!

 

[Atleastonce]

I had a major complaint with hertz a few years back. I researched the format of the company emails ([email protected]) then researched the CEO, COO and state operations managers and sent them my complaint direct to their email address. It was sorted within 12 hours. I wasn't abusive in the email, I set out the issue, succinctly and got to the point. These people are busy and will generally give a short email a quick read and put aside a long email to read later.

 

[Nexus9]

the other issue with the "Feedback Box" is it's limited to how many characters you can put in it - if you have an issue that needs resolving and you can explain exactly what that issue is in words, but it goes outside the box character limit, then you have to make some half assed complaint that doesn't really address anything in the hope that someone will actually get back to you to get further information.

 

[Captain hum]

Twitter is the way to go. I have had some very fast responses from a whole range of companies when 'tweeting' my complaints here.

 

[SimonF]

if they have an email address it would make it too easy to complain and response times would be like 1 month instead of 2 weeks.

 

[WethereX]

I have used the websites feedback form for complaints twice, and both times within 24 hours I had a phone call resolving the issue. Even once getting a refund and 5000 points for my trouble.