Has Qantas lost your business due to its failure to provide customer service?

[exceladdict]

I'm surprised how few people in this thread have mentioned price and schedule.

That being said if the times were right or the price was right then I'd happily book QF. The customer service doesn't bother me that much but what does concern me is the $1.4 billion in credits they hold.

As someone else mentioned, QF being terrible is now water cooler talk, so they need to win people back as customers and nothing does that better than rock bottom prices.

Qantas flights have been at quite a premium on my recent searches, both domestically vs VA and to the US where there's nearly a grand difference between a QF/AA itinerary and a VA/UA alternative.

 

[OATEK]

The price difference has been there long before covid. I was travelling to UK/EU for $1.5-$2k difference between QF and the other airlines for J (I mostly used CX/AY).

However, when booking for the UK in (Mar-Apr 22 just past) QF offered a no external transit option which I felt was priceless, and we paid a premium for that. We had two great flights (QF1/2), great crews, the only issue being some items not loaded in LHR. We caught covid in London, and getting back on a direct flight to DRW worked well.

So we booked with QF for our next trip (Aug/Sep 22) , but only after doing a wide range of searches that included AY/SQ/BA. There were no bargains for our dates, and we got QF for considerably less than the Mar/Apr flights by taking the indirect option home (LHR-SIN-BNE-SYD). Oh, and of course there was that DSC offer.

Now I get it that for those flying a lot, the customer service issues must bite, and rightly so. But VA is only a domestic operator and most of my focus in retirement is international (2 trips a year) so QW status has its advantages, and is useful across the other airlines I use most (eg BA/AY in particular).

 

[Guvner]

Point is people post exceptional experiences. You rarely see people post “I took a flight, it was fine and uneventful. I had no reason to call the call centre”.

The scenario you present is rapidly becoming an exception.

 

[Mattg]

And like @Mattg, having been stranded in Sydney due to my flight to Armidale being cancelled has left a really bitter feeling towards QF.

In my case, I wasn't stranded in Perth because the flight was cancelled. The flight left on time with around 100 empty seats, but I couldn't buy a ticket because the Qantas website was broken, the call centre didn't answer the phone and none of the airport staff could help since Qantas closed all its sales/service counters!

 

[justinbrett]

The scenario you present is rapidly becoming an exception.

Is it though?

 

[Guvner]

Is it though?

Anecdotally it is. Happy to be proven wrong with published statistics.

 

[serfty]

I have flown just over 2000 RPT flight segments; 1200+ on Qantas. I am Lifetime Gold with over 35000 SC. None of those SC include the 240 or so flights I took with Qantas before September 1998.

Even before COVID I was traveling more and more on VA then QF domestically basically because the flights were generally cheaper and WP provides better seating on booking.

My Platinum status is already set until late next year, so am burning award points for my travels at the moment. Both QFF and Velocity.

In recent but before COVID-19 times, I had travelled EK and MH in economy between Asia and Australia - the soft product was streets ahead of what Qantas was providing and with that I had been actively pursuing non QF opportunities.

So, I had already been booking away from Qantas.

My last call was in relation to a cancelled JL flight on an award booking had a call back offer which I used. Roughly 90 minutes later it was received and the issue sorted after I advised the exact flights (research) I was after (Hobart).

Tomorrow I need to set aside some hours to call. I have a June award booking ex SIN which I need to change to July. The space is there but online it errors out after selecting any of the flight options. I could book the revised route and cancel the original online but that'll would leave extra $$$ in Qantas hands for "up to 8 weeks".

In a bit over three weeks I have my first ever SQ flight booked - it will be interesting to see how VA status stacks up.

 

[RichardMEL]

I think when the issues have expanded beyond a (very long running) thread and comments on forums like AFF to the general public, various media outlets and hey you know an admission by Tully in writing that yeah, it's a thing that is not just a small problm affecting a core number of people but many every day aussies.

I still hear daily calls on Melbourne talkback radio frm people stranded, or being on hold for hours to use credits they can't use online(so they claim anyway), or experencing massive delays and operational issues etc.

And sure, some can just be jumping on the bandwagon for sure, but it's clearly not just a few people here, but a lot. And it has been going on a lot longer than 3-4 months, and in many ways.

yes, many people (myself included) have booked, ticketed, flown sectors over the past six months with very little, if any, issue.. but that doesn't mean there isn't a serious problem with QFaffecting a hell of a lot of people. It may work out to be a small % of overall bookings/customers, but I bet the numbers would be many multiples of a "normal" period of time of say even five years ago.. and that means it is a thing (but yes, it's all anecdotal.. but when the airline admits it well....)

 

[mrsterryn]

Are the other airlines performing better ? Qantas is going to be our default until our points are basically used up. Knowing we have access to lounges ...kinda a thing.
Actually in answer to the question No they haven't
Actually lost it because we can get cheaper J class on other eg Singapore or Cathay.

 

[HS-TQE]

Unless if this becomes ongoing in the long-term (which is unlikely), well it's a no.

YMMV but last 2 call centre took at least a 30 minute wait (Date Change on Flex)

 

[kangarooflyer88]

Tomorrow I need to set aside some hours to call. I have a June award booking ex SIN which I need to change to July. The space is there but online it errors out after selecting any of the flight options. I could book the revised route and cancel the original online but that'll would leave extra $$$ in Qantas hands for "up to 8 weeks".

This is exactly the rusty traveller uncle Alan has been talking about. Instead of spending a minute to watch their helpful video guide on booking award flights, they spend an hour on hold tying up customer service for those who need it!

Joking aside, maybe if QF actually invested in IT systems that work from rebooking to voucher redemption, maybe fewer people will call in! I mean it's 2022, folks, many airlines have had this functionality for well over a decade including some laggards.

-RooFlyer88

 

[Mattg]

Is it though?

I'm sure many people continue flying with Qantas with no issues, which is great.

I think the problem is that nowadays, basic things seem to be going wrong a lot more often and when things go wrong, they really go wrong now since nobody at the airport can help you and the call centre is a disaster! I'm not just saying this to have a rant - this is based on my own experience as a customer.

If/when things improve, I will reconsider my choice of airline. But I will wait for this to actually happen, rather than just believe some vague promises from the same people who let things get to this point that it will improve soon.

In the meantime, I'm happy to give my business to other airlines that pick up the phone within a minute and don't waste my time.

 

[serfty]

Are the other airlines performing better ? Qantas is going to be our default until our points are basically used up. Knowing we have access to lounges ...kinda a thing.
Actually in answer to the question No they haven't
Actually lost it because we can get cheaper J class on other eg Singapore or Cathay.

Qantas points can be used on other airlines.

E.g. MH from SIN to MEL via KUL is maybe 10% more in points but nearly half the $$$ in +++ when compared with booking on Qantas.

 

[justinbrett]

Anecdotally it is. Happy to be proven wrong with published statistics.

How on earth are you measuring this?

I'm sure many people continue flying with Qantas with no issues, which is great.

I think the problem is that nowadays, basic things seem to be going wrong a lot more often and when things go wrong, they really go wrong now since nobody at the airport can help you and the call centre is a disaster! I'm not just saying this to have a rant - this is based on my own experience as a customer.

If/when things improve, I will reconsider my choice of airline. But I will wait for this to actually happen, rather than just believe some vague promises from the same people who let things get to this point that it will improve soon.

In the meantime, I'm happy to give my business to other airlines that pick up the phone within a minute and don't waste my time.

Conversely, there are many things you can do online that you couldn’t do before covid. I’d prefer not to call their call centre at all. And for the most part I haven’t needed to, despite quite a lot of travel, domestic and international, cash and award.

The call centre is a definite problem that needs to be fixed. But there’s smart ways around this. Call early in the morning.

If the call centre problem doesn‘t improve in the next 3 months or so, sure, but right now it’s a bit petty to throw your toys out of the cot and I don’t think is reflective of the greater community, hence my accusations of group think here. Absolutely hold QF to account on this issue, but it’s not like you’re booking your round the world business class award ticket on VA.

 

[Must...Fly!]

Call early in the morning.

What if that doesn't suit? Getting kids ready for school? Early start at work?

now it’s a bit petty to throw your toys out of the cot

That's your opinion and that's fair enough but as a paying customer I shouldn't have to work my day around when Qantas might answer the phone in less than 3 hours. Meanwhile no such issue at VA.

not like you’re booking your round the world business class award ticket on VA.

True but VA isn't the only competition out there for international flying, particularly if you're willing to spend money instead of chasing award seats.

 

[justinbrett]

True but VA isn't the only competition out there for international flying, particularly if you're willing to spend money instead of chasing award seats.

It is if you want to be top tier elite flying domestically, Asia/Europe and North America - unless you can qualify on three airlines.

That's your opinion and that's fair enough but as a paying customer I shouldn't have to work my day around when Qantas might answer the phone in less than 3 hours. Meanwhile no such issue at VA.

Well I've only called QF once this year and got through quickly. Point was for most people who don't need to call, and I think current crowds at airports are showing people are managing this aspect just fine (noting security is not an airline function so it has nothing to do with them).

Perhaps VA call centre is better because they're not dealing with complex international award tickets with the constantly changing schedules due to post covid and the Russo-Ukranian war.

Let's not forget VA went into administration during covid and lost its long haul fleet. If the skin that QF lost was its call centre, that's not the worst thing. Call centres are easier to replace.

 

[Peasant]

The call centre is a definite problem that needs to be fixed. But there’s smart ways around this. Call early in the morning.

If the call centre problem doesn‘t improve in the next 3 months or so, sure, but right now it’s a bit petty to throw your toys out of the cot and I don’t think is reflective of the greater community

Sorry @justinbrett I don’t agree with any of this. And my recent morning calls - between 6:30am and 8:30am have taken at least 90 minutes in all instances. Great HBA operators luckily, but I still do not view this as acceptable for Platinums as in several cases it has adversely affected my plans for the morning. My calls at other times have had a wait of more than four hours, another story altogether.

Frustration about these sorts of delays is a bit more serious than petulant children throwing their toys out of the cot which is the whole premise of this thread: are you frustrated enough to consider moving some of your business away from QF? Obviously opinions will differ.

And if my experiences are anything to go by, lots of people are talking in the community. Talking very negatively.

 

[justinbrett]

Sorry @justinbrett I don’t agree with any of this. And my recent morning calls - between 6:30am and 8:30am have taken at least 90 minutes in all instances. Great HBA operators luckily, but I still do not view this as acceptable for Platinums as in several cases it has adversely affected my plans for the morning. My calls at other times have had a wait of more than four hours, another story altogether.

Frustration about these sorts of delays is a bit more serious than petulant children throwing their toys out of the cot which is the whole premise of this thread: are you frustrated enough to consider moving some of your business away from QF? Obviously opinions will differ.

And if my experiences are anything to go by, lots of people are talking in the community. Talking very negatively.

What are you calling about?

 

[Anna]

I couldn't buy a ticket because the Qantas website was broken

I recall reading that you tried to book a classic reward or a red e-deal fare, close to flight departure time. Did you try to book any other type of fare?

The 2 fare categories you mentioned trying to book, were the last categories I would expect to see available at very short notice. YMMV. But maybe you did try for enough other fare categories to be able to say sweepingly that the website was broken, as opposed to there being no availability in the fare categories you were trying to book at the last minute.

 

[Melburnian1]

yes, many people (myself included) have booked, ticketed, flown sectors over the past six months with very little, if any, issue.. but that doesn't mean there is a serious problem with QFaffecting a hell of a lot of people. It may work out to be a small % of overall bookings/customers, but I bet the numbers would be many multiples of a "normal" period of time of say even five years ago.. and that means it is a thing (but yes, it's all anecdotal.. but when the airline admits it well....)

Do you mean 'but that doesn't mean there isn't a serious problem' rather than 'is'? (i.e. there IS a problem).

The rule of double negatives if I may put it that way.