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

[Danger]

Super response.

 

[kpc]

...and the official reply from Qantas to the Australian Airline Consumer advocate

"Dear ACA
I can confirm 56,000 points have been refunded to kpc's account. please accept my apology for
the delay.Regards Qantas"

:shock::shock::shock:. Moving forwards, I will only fly Qf if it is the best option for me. I will retain Platinum til Oct 31st 2019 due to preexisting flights booked but after this who knows....I have already stopped flying QF domestically as their fares are usually much higher than VA.

 

[mviy]

At least you've got LTG so if you do only fly QF occasionally you'll still have some lounge access. The lack of lifetime benefits to aim for after reaching LTG does discourage loyalty especially after a bad customer experience.

 

[QF WP]

Well done for continuing to push kpc and it's great to see you join us on the dark side. You will notice the cost savings and your have nothing to lose as us VA Golds are treated pretty well and it won't take you long to hit Plat. Then you'll think "why did it take me so long to see the light".

 

[MEL_Traveller]

At least you've got LTG so if you do only fly QF occasionally you'll still have some lounge access. The lack of lifetime benefits to aim for after reaching LTG does discourage loyalty especially after a bad customer experience.

TBH, even without gold it's not that bad. Silver affords key benefits such as business class check-in and advance seat selection on BA and CX (free exits in the case of the latter). Lounge? Well, if I have to fly OW economy I can probably live without the lounge.

Otherwise, the lack of status matters little. Plenty of third tier airlines with business class fares less than QF's PE, or buying miles for a similar outcome.

 

[N860CR]

I had a single issue years ago where Qantas totally abandoned me after they cancelled a flight. I was WP. I was left hundreds out of pocket. As a result of that single incident, I now use them as my last option. There are some major customer service issues at the higher levels in QF. It seems once something exceeds customer cares limit (usually $300 for a WP), there is a real arrogant "the customer is always wrong" attitude.

 

[UP4014]

THe customer isn't allways right but they are the whole point.

Earlier this year QF cancelled a flight completely a few days before departure then took 2 months and many calls to get the refund. They incredibly said we don't always refund even if we cancel, I guess they were hoping to get away with a credit.

Yes QF has its moments but every large business does. Which is a problem when generally I'm happy to recommend QF to anyone.

 

[verdiblue]

A final update: After more than 3 months of getting absolutely no adequate responses from the QF frequent flyer team including emailing the Manager Service Delivery of Qantas Frequent Flyer Service Centre, the Qantas Customer Care team, and engaging the Qantas social media team on Facebook, I made a complaint to the Australian Airline Customer Advocate mentioned above, and lo behold, a week and a half later, I have been refunded 56000 QF points, being the difference between a F and J QF award between Dfw and Syd. I'm not sure whether I should jump for joy or just shake my head....:shock:

hi kpc - thanks for that tip on complaining. i have passed that on to a colleague who flew from per to kth but they lost his baggage which contained essential mediine and items for the job. he went thro many phone calls msm's and emails to find out where his baggage was. they initially said sorry but we have no idea where it went. he had photos of the bag, the receipt, the boarding pass etc.
i suggested he look up his points to see if they had registered the flight. seems they didnt
finally he got some joy in that they found his bag however they now say he never boarded the plane. which is odd because if he never boarded the plane how did his luggage get loaded on the plane??? he is still arguing with them. now into the second week.

 

[marki]

hi kpc - thanks for that tip on complaining. i have passed that on to a colleague who flew from per to kth but they lost his baggage which contained essential mediine and items for the job. he went thro many phone calls msm's and emails to find out where his baggage was. they initially said sorry but we have no idea where it went. he had photos of the bag, the receipt, the boarding pass etc.
i suggested he look up his points to see if they had registered the flight. seems they didnt
finally he got some joy in that they found his bag however they now say he never boarded the plane. which is odd because if he never boarded the plane how did his luggage get loaded on the plane??? he is still arguing with them. now into the second week.

It goes to show take photos of everything!!! I did and low and behold my points for TXL - LHR flights were not credited from BA. Despite all the other flights being credited associated before and after the TXL-LHR segment. So I searched my bag of receipts and there it was a ticket boarding pass with my name but no FF number. The Qantas team would have done absolutely nothing in this case.
They had in fact declined the flight credit action several times and even swapped the too TXL flight with the From TXL flights. It took some time to get both credited. I even wrote them a letter ( email) on how hard it been and how long it took. Bloody hell!
Never doing this again! Take pictures make sure your FF number is on each ticket.