Hello - and where do I go to complain?

[jb01]

Hi all

Have been a long time "reader" of AFF but finally jumping in! You can officially add one more from PER!

So my question here is about lodging a complaint with Qantas - long story short I booked using points for a relative JNB-PER a little while ago, traveling with an infant and code share flight operated by SA Airways.

PAX checked up with local Qantas office about infant item allowance (cot, pram etc) and was told could check in 3 infant items. Upon check in at SA airways counter was only allowed to take 1 which meant leaving the cot behind. Have lodged a complaint via Qantas website over a month ago and have only received the automated "we'll get to you when we can be bothered".

I understand Qantas have had a lot on their plate lately but basic customer service must still prevail! I also understand it wasn't Qantas directly who caused this, but as a code share SA airways are representing Qantas do therefore I expect the same service.

So what's the best way to actually get a response??

Great to be here!

 

[straitman]

Hi all

Have been a long time "reader" of AFF but finally jumping in! You can officially add one more from PER!

So my question here is about lodging a complaint with Qantas - long story short I booked using points for a relative JNB-PER a little while ago, traveling with an infant and code share flight operated by SA Airways.

PAX checked up with local Qantas office about infant item allowance (cot, pram etc) and was told could check in 3 infant items. Upon check in at SA airways counter was only allowed to take 1 which meant leaving the cot behind. Have lodged a complaint via Qantas website over a month ago and have only received the automated "we'll get to you when we can be bothered".

I understand Qantas have had a lot on their plate lately but basic customer service must still prevail! I also understand it wasn't Qantas directly who caused this, but as a code share SA airways are representing Qantas do therefore I expect the same service.

So what's the best way to actually get a response??

Great to be here!

Hi jb01,

Welcome to AFF.

Try this link: Your Experience with Qantas

 

[JohnK]

Welcome to AFF jb01!

Not good to hear experiences like your own.

 

[serfty]

Sorry to read about those issues.

Hindsight is "a wonderful thing" The Qantas web site is pretty comprehensive.

Information for Children and Infants when travelling on Qantas

Qantas Baggage | Checked Baggage Allowance

It still does not help when incorrect information is bandied about.

 

[d3funct]

Hi, I'm PER also

 

[TheInsider]

Just an FYI. Generally for complaints regarding codeshare flights, the non-operating carrier (in this case QF) usually sends the complaint on to SAA to deal with, as per their agreements.