How best to give Qantas some feedback

[Longtoo]

Hi my Brain-trust,

My recent QF23 flight SYD-BKK was littered with problems. I want to get help on how to best bring the issue to QF management. I am an QF WP.

1. Boarding was through gate 26A, by bus. There were a few other flights boarding through 26E, 26B, etc at the same time. The scene was chaotic.

2. The aircraft was parked at a corner of Sydney airport, where moving equipment is also keep. Bus access was so tight that the driver asked for help from another person on the ground to navigate him through a right corner when parking next to the aircraft. it was unsafe.

3. There was a passenger who needed medical clearance to flight already boarded. We were all waiting for the clearance that did not come. That passenger disembarked. We waited a little longer for debagging. All up, departure was 2 hour late.

I feel rather unsafe and very unorganized by QF with 1-3.

We touched down in BKK 30 min ahead of my next flight, with about 15 min taxiing, I and a ground staff on (high heel!), just had enough time to sprint to my next aircraft before the door was shut. My luggage did not make it of course, and was delivered to me the next day. I had 2 days business trip. Luckily the formal part was on day 2.

Carbin crew was ok, the manager did not follow the protocol and did not greet me throughout the flight until the last minute, i went to him to ask about my connecting flight, then he realised that I am a WP in J cabin. i am sympathetic to the crew (and the passenger who could not fly with us) because i could see that they have many thing to handle. But when we were airbone, surely he would have enough time.

Entertainment system was not working throughout the flight. we were told about an IT issue.

My question: apart from the online form, is there a better channel to communicate to QF?

TIA

 

[Blackadder]

Not sure QF can do much about the 3 points you raised.
About the only thing in their control would be the service from the Cabin crew, and the IT issues.

 

[TheInsider]

Not sure QF can do much about the 3 points you raised.
About the only thing in their control would be the service from the Cabin crew, and the IT issues.

Correct, QF can't do anything about 1-3, completely outside of their control.

For the other points, raise it through the form on the website.

 

[Quickstatus]

Boarding was through gate 26A, by bus

Nothing to do with QF, as QF does not run the international terminal

Bus access was so tight that the driver asked for help from another person on the ground to navigate him through a right corner

I would suggest that is the correct and safe way to do it - get another pair of eyes to guide you in.

There was a passenger who needed medical clearance to flight already boarded

And the passenger disembarked when medical clearance was not forthcoming. QF was just trying to save time - in case the medical clearance came through..

I feel rather unsafe and very unorganized by QF with 1-3.

Im not sure what is unsafe or disorganised.

We touched down in BKK 30 min ahead of my next flight, with about 15 min taxiing, I and a ground staff on (high heel!), just had enough time to sprint to my next aircraft before the door was shut. My luggage did not make it of course

How delayed was your flight?. If the flight was not delayed how much time would you have?
Unfortunately there is never a guarantee that flights are going to be ontime.

the manager did not follow the protocol and did not greet me throughout the flight until the last minute

What protocol is that?.

Entertainment system was not working throughout the flight

Not an uncommon problem - they often don't/can't fix broken IFE or seats until the next maintenance opportunity which is not necessarily before a flight. They won't delay a flight trying to fix a seat or IFE unless it is a safety issue. QF usually give you some FF points in compensation

The online form is the way to communicate with the airline. Maybe sure you keep screenshots.

 

[Longtoo]

Not sure QF can do much about the 3 points you raised.
About the only thing in their control would be the service from the Cabin crew, and the IT issues.

1-2: boarding gate and parking location: these are dictated by Sydney airport. It is QF home port and they should and must have influence. It is their service and i would not agree there is nothing they can do. My last trip was with Qatar, SYD-DOH. In Doha, from curb side drop off to the aircraft, it was simply impressive.

3 (and part of 2): QF manages how they board their passengers and who can check in, why check in a pax without medical clearance when you don't need to be a doctor to raise a question.

 

[Dr Ralph]

Qantas don't care about feedback.

 

[Assassin]

I’ve had good/bad experience with Qantas when using the feedback form. Last time they acknowledged the problems and gave me 5000 points, although they still didn’t accept they were in the wrong…

 

[Longtoo]

I’ve had good/bad experience with Qantas when using the feedback form. Last time they acknowledged the problems and gave me 5000 points, although they still didn’t accept they were in the wrong…

I don't think i am up for any compensation as luggage delivery was within 48 hours. However, if i was among QF executive, i would see areas of improvement.

Quick status "What protocol is that?". It is expected that the cabin manager would greet their loyal customers and acknowledging them. I would not mind if they just left me alone, however, in this case, i was desperate for information. They had a message from Bangkok airport before landing with all tight connections. He forgot to read my connecting flight when PA to all pax.

I would have 2h30m for my connection if QF was on time.

On the bright side, ground staff at BKK and my last destination were amazing. They were trying their best to assist me. At BKK the lady who escorted me to the next flight started running before me, i was just running following her.

 

[TheInsider]

1-2: boarding gate and parking location: these are dictated by Sydney airport. It is QF home port and they should and must have influence. It is their service and i would not agree there is nothing they can do. My last trip was with Qatar, SYD-DOH. In Doha, from curb side drop off to the aircraft, it was simply impressive.

3 (and part of 2): QF manages how they board their passengers and who can check in, why check in a pax without medical clearance when you don't need to be a doctor to raise a question.

1-2: There is literally nothing Qantas can do. They get told the bay, they go to that bay.
3: How do you know there was a medical issue with the person when they were checking-in, they could've been any number of factors or events happening between check-in and the boarding time. Were you following that affected person around the entire time to confirm?

 

[anyonebutqantas]

Try sending registered post addressed to Alan Joyce at Coward St.

 

[justinbrett]

I don't think i am up for any compensation as luggage delivery was within 48 hours. However, if i was among QF executive, i would see areas of improvement.

Quick status "What protocol is that?". It is expected that the cabin manager would greet their loyal customers and acknowledging them. I would not mind if they just left me alone, however, in this case, i was desperate for information. They had a message from Bangkok airport before landing with all tight connections. He forgot to read my connecting flight when PA to all pax.

I would have 2h30m for my connection if QF was on time.

On the bright side, ground staff at BKK and my last destination were amazing. They were trying their best to assist me. At BKK the lady who escorted me to the next flight started running before me, i was just running following her.

You're usually only entitled reimbursement for actual (reasonable) purchases in the event of a luggage delay, not compensation. Receipts are required.

 

[Assassin]

You're usually only entitled reimbursement for actual (reasonable) purchases in the event of a luggage delay, not compensation. Receipts are required.

I thought there was some compensation depending on class of travel and FF status. When my luggage was delayed last year Qantas gave me $200 per day as a WP flying J.

 

[TheInsider]

I thought there was some compensation depending on class of travel and FF status. When my luggage was delayed last year Qantas gave me $200 per day as a WP flying J.

It's not compensation as such, it's for emergency expenses like clothing and other bits and pieces. But ultimately you can do what you want with that money.

 

[RooFlyer]

I wonder if all the Qantas experts here can actually tell the OP what they are asking for, rather than nit picking their experience?

Correct, QF can't do anything about 1-3, completely outside of their control.

How about the chaotic nature of the boarding?

Im not sure what is unsafe or disorganised.

But the OP thought it was. Their experience here.

Sorry @Longtoo , I can't help with a suitable Qantas contact. But hopefully someone here will voluntee one, rather than arguing the toss and telling you you are wrong on this and that .

For goodness sake, the OP doesn't want to get compo, just give feedback on a customer experience! A good business would welcome this.

 

[Longtoo]

How about the chaotic nature of the boarding?

Gate 26 is a bus boarding area, ground floor at the end of the terminal. You would see the crowd back up a fair bit as there is only one escalator to take people down to the ground level, which is a room of about 300 m2 with chair. Everyone was on their feet. They split gate 26 to 26A, B, ..., E. My flight (26A) was co-boarding with another flight (26E) to Auckland. Two long queues snaking around the room toward the buses. A lady stand in the middle shouting Auckland to the left Bangkok to the right. there was no soft barrier for separation.

No priority boarding of any form.

Boarding pass was checked before boarding the bus, however, given the lack of separation, it would not be impossible to get to the wrong bus, hence, the wrong aircraft. After boarding pass checking, we merged into the same area for boarding the bus! Again no soft barrier for separation.

 

[Longtoo]

BTW, Sydney Airport is responsible for some of my undesirable experience, however, QF should take it with good faith and relay the message to Sydney Airport. This was on 28 June before they had strong wind.

 

[justinbrett]

I thought there was some compensation depending on class of travel and FF status. When my luggage was delayed last year Qantas gave me $200 per day as a WP flying J.

It's not mentioned in the conditions of carriage so it's not an entitlement. If that is offered, great. The actual limits in the Montreal convention are much higher (close to A$2K) but this is just the liability limit, the airline only has to cover reasonable expenses. It's up to the local baggage office.

In this instance, didn't your bag claim go through BA?

 

[Quickstatus]

But the OP thought it was. Their experience here.

I understand, my question is only because I could not perceive the safety issue from the comment. Obviously it is very difficult to fully paint a picture in a forum like this.

Remote stands boarding and passenger transfer is common and there are procedures and rules in place for vehicles. I'm not sure what is unsafe.

As for Gate 26, when there are concurrent boarding onto other aircraft, it's going to be chaos. An airline can only control a small patch of that area.

 

[Assassin]

It's not mentioned in the conditions of carriage so it's not an entitlement. If that is offered, great. The actual limits in the Montreal convention are much higher (close to A$2K) but this is just the liability limit, the airline only has to cover reasonable expenses. It's up to the local baggage office.

In this instance, didn't your bag claim go through BA?

Not sure about the BA reference. Was on a QF operated and marketed flight SYD-MEL-SIN….

 

[justinbrett]

Not sure about the BA reference. Was on a QF operated and marketed flight SYD-MEL-SIN….

Sorry - you = OP, not you...