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

[TJM]

Did other ff see this petition?

Sign the Petition

Demand better Customer Service response from Qantas.

www.change.org

 

[justinbrett]

Yes, getting FF support is a debacle.

The WA border was not open until March 3 and therefore I could not take xx_XX with the double status credits until after that day and the original routing MEL-ADL-PER return in business with double status points is NOT SHOWING.

Elaine Denise emailed me to contact her which I did by phoning 131313.....five times now.

I tried to follow up on errors in the status credit activity

I called the FF Help Centre today - this was the fifth call to address screenshots showing incorrect status credits.

My anniversary ended on 31 March - starts on April 1 but was renewed on 23 April.

I am not confident with phone consultations without follow up verification by email.

(1) 2054 EXPIRED STATUS CREDITS - not 1854 ;
(2) no STATUS SUPPORT - STATUS CREDIT ROLLOVER;
(3) DOUBLE STATUS CREDITS OFFER NOT HONORED [BORDER WAS CLOSED] - the original routing MEL-ADL-PER return in business with double status points is NOT SHOWING.
(4) GREEN TIER INACCURACIES
(4) FF OFFICE SHOWING DIFFERENT ACTIVITIES TO MY WEB BROWSER AND TELLING ME I'M WRONG

WHO DO YOU GO TO OTHER THAN ANOTHER PROVIDER?

I would put it in an email (again if necessary) - it seems if you go through the call centre you have to deal with the overseas staff which are sub par - and they just send it through by email to the Australian staff anyway.

The expired status credits shouldn't matter, that should always reset to zero - unless you're saying this took you into negative?
The no status support / rollover - there's been bugs with this, I had to chase mine up manually - assuming you did fly the qualifying flight
Unsure what you mean by DSC not honoured due to border being closed - did you take the flight or not? Did someone change your booking reference?

If you're seeing something different to them, perhaps there is a technical issue. Get them to send you an activity statement by PDF or something.

 

[Must...Fly!]

Will only get worst, imagine being squshed in a J seat, or a Y seat on their new ordered 321neo/220 on a dom flight.
PER - SYD/MEL/BNE, vv.

Oh the humanity for the thousands who do it every day (now borders are relaxed)

How on earth do they survive

 

[justinbrett]

TJM, if you follow the musings on here, and on other parts of the media, your expectations of QF are too high.
Over the years, I joined QFF in 1997, they have enhanced, but they see it as enchancement/improvements over many different facets.
Unless it affects AJ himself, you won't get anywhere with QF/QFF.
Over the years, all they do, QF that is, do is to effectively reduce costs, and keep the funds they do have, but not admitting it.
See it this way, you are a WP with QF, which is one of the higher grade, if your query couldn't be dealt with, without personal intervention from on high, what hope have you got.
They are reducing the ability to print BP at the airport, reducing cost.
They are getting rid over time of their 330 from dom ops, reducing cost.
They are closing service desks at dom counters at Aust airports, reducing cost.
They have outsourced a lot of things, (ground handling, flights to Alliance, catering, call centres, even (most likely) aircraft cleaning, all reducing cost.
No plastic membership card, apart from the QTMC, reducing cost.
Years ago, flying ADL - SYD/BNE earned 15 QFF SC, but now only 10, ie, also reducing cost.

The alternative is the airline doesn't reduce costs, can't pay its bills, and goes into administration.

Too soon?

Will only get worst, imagine being squshed in a J seat, or a Y seat on their new ordered 321neo/220 on a dom flight.
PER - SYD/MEL/BNE, vv.

You could always fly on VA's widebody.... oh never mind

Also hasten to remind you that the A321 is the 737 replacement program, there is no A330 replacement program yet.

 

[encryptededdy]

Will only get worst, imagine being squshed in a J seat, or a Y seat on their new ordered 321neo/220 on a dom flight.
PER - SYD/MEL/BNE, vv.

Well, I'm sure the 220 will be an improvement over the 717.

The 320N will also I'm sure be an improvement over the 737, unless they decide to use it to replace the 330 entirely for transcon routes without installing lie-flats. I hope this doesn't happen but I could also see it happening given VA lost their widebodies.

 

[TheInsider]

It does not remain open for any QF arrivals that are later. So yes, bad luck for anyone arriving on QF later and wanting to sort out a QF disruption of any kind.

It hasn't been open for arrivals for at least 20 years or ever really.

 

[RichardMEL]

Poochie, you've made some comments that really don't make a lot of sense.

1. The 320/321Neo's have a wider cabin than the 737, so it's actually going to be a slightly more comfortable ride for customers.
2. QF have hinted (but no, not confirmed) at a dedicated subfleet of 321's, possibly utilising the 321XLR's, that will have more proper J seating, akin to jetNlue Mint, AA 321T J, or similar products out there. Thus the ride in J would be on part with, and likely better than your beloved 330's.
3. On the 330's they have been taken off many dom routes to, you know, do what they do best and fly on the Asian routes that have opened up and other long haul services. There are still 330's to be found on domestic, but it's an inefficient use of the shell to put them on routes like SYD-BNE/MEL. transcons are better but it's not so much about cost cutting, as more efficient use of the aircraft. Yes, we like the 330's as pax of course but the thing that also drives an airline is schedule flexibility, which the 737's give and schedule is king on many routes.
4. As noted above, the A220's will be more efficient and reliable than the 717's. I am a massive "pocket rocket" fan and book them wherever I can, but it's a 1990's build based on a much older design (the MD-8/9x) and these aircraft are 20 years old. The E190's and A220's will be far better for pax and the airline.

I don't disagree that QF has cut costs (as many airlines have) at all.. this is obvious... but not everything they're doing is just about screwing the customer (as much as it may seem to us )

 

[RAM]

The alternative is the airline doesn't reduce costs, can't pay its bills, and goes into administration.

On Monday at the Q media conference it was reported that AJ stated (as I posted around that time and was 'criticised' for making things up) that in mid 2020 Q was just 9 weeks from going bankrupt.

Remember Q restricted QFF redemptions for vouchers etc BEFORE VA did.

Q never revealed (until AFAIK this Monday) to the public at any time before, during, nor after its 26 June equity raising that either it:

• was within 9 weeks of going bankrupt
• had negative tangible assets as of June 25th of more than $1 (aka it owed more per share than it had assets it could realise to cover its debts).

The market was not 'fully informed' about the state of Q's financial position when it was asked to supply new capital.

Not releasing that information to the Australian Stock Exchange, Federal authorities and thus the market are major legal problems - possibly breaking the law..

Tangible assets are items that can be sold/touched, and intangible assets are things like 'Goodwill', or 'Software development costs capitalised', or, for example, writing the value of a purchased aircraft up from what you paid for it to what its list price is. Given the well-publicised issues with Q's computer systems such as booking etc - well...

Q had negative tangible assets per share as at 31 December 2020 as well.



Wonder why refunds took so long?

As of Dec 31, 2020 Q owed 11 cents more per share than it had tangible assets to pay its debts with.

This was despite the hundreds of millions in various Fed Govt money it received from JobKeeper and other programs, including the Australian Aviation Financial Relief Package, JobKeeper Payment, RANS, DANS, Government repatriation flights and International Freight Assistance Mechanism payments.

It also mean the entire amount raised on June 26th (and the subsequent near failed retail offering) of > $1.4bn was wiped out as well.

This was after earning $454m in the last six months of 2020 from Q Loyalty.

Qantas Loyalty provided an important source of diversified earnings and positive cash flow as the Group’s passenger airlines were largely grounded. Cash contribution to the Group was $454 million from gross sales to external parties.

BTW QFF points, as the T&Cs state 'have a zero cash value'. Q, unlike Velocity, does not 'cash back' points issued.

 

[lukus g]

I recently was the victim of covid while on a trip to the Uk. I tried to contact SQ to change my flights as I couldn’t change the booking online. I spend 10 hours over 5 calls on hold and nobody picked up the phone. I sent emails and got my first response yesterday, this was 32 days after the original email.
QF have been beyond reproach for the CS they have offered, but a world leading airline has been no better. I have no sympathy for either as they have both taken my money for decades and when the chips were down they did not step up, at all, in any way.

We are all now ‘shocked’ when QF pick the phone up within an hour, how sad is that ! Alan has managed to shift the CS service standards so far that we are grateful when we actually get to speak to somebody.. Good work Alan.