My QF flying days are numbered - due to poor QF CS

[clifford]

What is it about qantas that they are so miserable in awarding compensation in genuine cases

In my personal experience, Qantas is little different in this regard to several other large international airlines, particularly the ME3, such as Qatar and Emirates.

Sad, but just one of those things...

 

[Cult of one]

Incomprehensible that a qantas customer service officer receiving such a request could ignore it and run the risk of this most damaging exposure What is it about qantas that they are so miserable in awarding compensation in genuine cases I have personally experienced this attitude on a couple of occasions which is infuriating when you consider the extremely small cost to qantas to not just remedy the situation but also go beyond their basic responsibility and award a sizeable reward as goodwill. The culture within the qff area really needs a giant overhaul

Sadly perhaps Qantas = Telstra now?
Big fish small pond

 

[GoldCanyon340]

Sadly perhaps Qantas = Telstra now?
Big fish small pond

Is that how Telstra Bigpond got its name?

 

[ayebee]

In January a family member flying from MEL to JFK was trying out the DFW routing for a change.
As a Bronze she was pleased to have a business points upgrade confirmed on SYD-DFW sector. At MEL we found out QF7 was cancelled, and she was moved onto the MEL-LAX QF95 still business, with economy on AA LAX-JFK. That was a good result as far as getting there.
When contacting Qantas to get the points difference refunded the initial response was negative, but with a bit of polite follow up they finally came through last month with a bonus for inconvenience.

 

[Venus]

Re: My QF flying days are numbered - poor QF CS

Ceasing loyalty to Qantas seems appropriate if you're not compensated appropriately - Singapore Air is good

 

[Roberto]

Re: My QF flying days are numbered - poor QF CS

All I can say is that Qantas's attitude is typical. They don't seem to be able to comprehend that the timely, no hassle handling of a problem is the obvious way to customer loyalty. I had an experience many years ago in which all of my attempts to gain reasonable compensation were totally ignored by Qantas. It's the main reason I will go out of my way to avoid Qantas and why all staff at my company need to provide a justification if they want to fly Qantas for business.

 

[RichardMEL]

Re: My QF flying days are numbered - poor QF CS

Bless Qantas, I am unsure why they are not playing the long game. The OP is not asking for a bag of cash to be mailed to them just the difference of the points that they used. I feel that this is not unreasonable at all.
I have found in my career that if you fix a problem very quickly you maintain a client, mess them about and they can walk.
Qantas wins the battle and looses the war.

Agree totally. service recovery is the key and this has been a disaster.

 

[kpc]

Re: My QF flying days are numbered - poor QF CS

I noted the renewed activity on this thread, I assume because of this article: Qantas Compensation Farce

An update, I have contacted QF customer care again after the QF Frequent flyer team thought I wanted the status credits and frequent flyer points for the Dfw-Lax flight on AA in Y!!! (only someone who struggles to comprehend the English language would have thought this to be the case!). They said they will review the case again :shock:

After I posted the following on Qantas' FB page: https://www.facebook.com/Qantas/pos...otif_t=feed_comment&notif_id=1500849284131469

...I have sent a few PMs to the QF FB social media team but the bottom line todate, there has been NO resolution of this matter!

TBH, I'm really sick and over this now, as with the cost of my time in pursuing this with QF, I could have just bought a QF F class ticket from Dfw to Syd!...but instead I have booked a Sq Suite flight Syd-Sin-Hkg, returning OZ J Hkg-Icn-Syd early next year instead. I won't bother renewing QF plat status moving forwards.

 

[Champo]

Re: My QF flying days are numbered - poor QF CS

Hi kpc No one could blame you for taking this approach Qantas have been negligent, arrogant and I could think of a string of adjectives to describe their woeful performance. When are they going to wake up in that QFF area? Surely heads must roll for this pathetic lack of response. Like you, I have started diversifying by booking some Virgin flights and only yesterday they sent me an email advising that my 3 month trial of Gold Status pack will arrive in the post soon

 

[RichardMEL]

Re: My QF flying days are numbered - poor QF CS

This is the sort of situation the industry needs an ombudsman type setup, like the TIO etc to have some sort of influence to see common sense solutions and cut through the cough.

 

[zoomzoom]

In my personal experience, Qantas is little different in this regard to several other large international airlines, particularly the ME3, such as Qatar and Emirates.

Sad, but just one of those things...

My advice is dump QF, only fly with them as a last resort. They don't care about customers its all a one way street with them. Anyway the product is uncompetitive and overpriced.
I dumped them years ago, never looked back, Asian carriers are great or even ME carriers.on the Pacific try AA, they kill QF.

 

[RichardMEL]

My advice is dump QF, only fly with them as a last resort. They don't care about customers its all a one way street with them. Anyway the product is uncompetitive and overpriced.
I dumped them years ago, never looked back, Asian carriers are great or even ME carriers.on the Pacific try AA, they kill QF.

Just curious if you've never looked back for years... why are you reading this forum? Isn't that at least a "side glance"?


not

 

[njba]

on the Pacific try AA, they kill QF.

Said no one with a straight face.

 

[trippin_the_rift]

Said no one with a straight face.

AA destroys QF long-haul in Y and J. I'd choose AA 10/10 times without hesitation if booked in one of those classes.

 

[TomVexille]

AA destroys QF long-haul in Y and J. I'd choose AA 10/10 times without hesitation if booked in one of those classes.

Until your MCE configured aircraft gets swapped for a no MCE airframe without AVOD and the wine comes in 3L plastic bottles and you have to pay for spirits...

 

[trippin_the_rift]

Until your MCE configured aircraft gets swapped for a no MCE airframe without AVOD and the wine comes in 3L plastic bottles and you have to pay for spirits...

Your taste is too rich for me. My wine comes in a 4L sack

 

[Cult of one]

Your taste is too rich for me. My wine comes in a 4L sack

You say that like it is a bad thing!

 

[TomVexille]

Your taste is too rich for me. My wine comes in a 4L sack

I survived on beer

 

[attimo69]

have you tried the Australian Airline Customer Advocate? Home
I have had not any direct experience with them, they have been mentioned in this forum before I think. Would be curious to know what they have to say.

 

[ozbeachbabe]

Until your MCE configured aircraft gets swapped for a no MCE airframe without AVOD and the wine comes in 3L plastic bottles and you have to pay for spirits...

What sector was that - ORD/LAX?

Enjoyed MCE seating on the AA 788 NRT/ORD/NRT enroute to ATL window and aisle with a shadow in the middle both ways.

Considering is was a miatake fare of around USD230.00 return pp incl taxes I felt we got our moneys worth.