snoopyau10
Newbie
- Joined
- Jan 26, 2011
- Posts
- 5
I wanted to get your thoughts on the below letter I sent to Qantas. I needed to follow Qantas up three times after no response after 4 weeks. I recieved an Apology from The Customer Service Centre by phone, and was advised that the Crew Member would be spoken to regarding the matter. No compensation was sort or offered by Qantas. Text is a bit long but wanted to get your thoughts on if I did the right thing and the reply I should have expected from Qantas.
Flight was PER - ADL Wednesday Mid Morning.
I normally do not make complaints, and general always give positive feedback when I can, however this incident is in no-way passable and needs to be brought to the attention of Qantas Management.
Here is a summary of the incident that took place.
After the food service had been completed, I needed to finish some work and placed my food tray under my feet as I need space on my seat tray for my Laptop. As did the passenger is seat (14E Think this is the seat number) opposite me.
An Empty Can of Beer that was on my tray must have fallen off the tray just near my feet.
As Clement passes in the aisle with the trolley his foot kicked it and then he "shouted" at me from two rows away not to do that again and said that he did not have eyes in the back of his head. At this point I felt threatened by is action and completely embarrassed as many passengers turned to see what was happening. This is completely unacceptable service, considering it was an accident and I am sure that the can was kick by him as he passed and did not fall off the tray, but I will accept that it may have fallen from the tray.
I consider myself a very low maintenance customer and never ask for extras and happy with the food and service of Qantas. Clements approach is not how I expect to be treated as a customer.
Had I shouted at one of the Qantas Crew members I would have been offloaded form the aircraft and handed to Federal Police I am sure.
On leaving the aircraft I approached Clement at the boarding gate to discuss the matter and I told clement "that I did not appreciate at all being spoken to in that manner and please never do it again to me or another customer"
Clement then argued with me, with regards to the position of the tray and he said that "the tray was in the aisle. Had that been the situation anyone of the 10 odd people who passed to use the toilet and one other trolley would have also "tripped" over it, which of course they did not, as I was careful to consider its position.
I accepted Clements position at the time of discussing with him that I understand the hazards of working on an aircraft and he advised that he hurt his back in a similar incident some time ago, which i acknowledged.. Clements continued to argue the point, I had to walk away from the situation as it was getting heated and did not want to make a scene.
All I wanted was an apology from him to at least acknowledge that this type of behaviour towards a customer is unacceptable. I did not get this at all.
This would have been one of the worst flights I have experienced since flying regularly since August 2010. 16 Flights in total, 10 on Qantas and 6 on Virgin.
I am not the kind of person to make an issue out of something small, but if I take this experience away and reflect I would have to consider my travel with Qantas in future. I have flights booked for the USA in Jan/FEB and should be doing at least another 8 - 10 sectors before Christmas Domestically. I have Qantas Club Membership and wish to secure Gold FF within 3 – 4 months.
I would appreciate a response from Qantas regarding this incident, not only to acknowledge it, but for some closure on the incident as I am not looking forward to my Qantas flight tomorrow afternoon from Adeliade to Sydney.
There is always two sides to every story, however the above is an accurate record of the events and conversations as they occurred.
Flight was PER - ADL Wednesday Mid Morning.
I normally do not make complaints, and general always give positive feedback when I can, however this incident is in no-way passable and needs to be brought to the attention of Qantas Management.
Here is a summary of the incident that took place.
After the food service had been completed, I needed to finish some work and placed my food tray under my feet as I need space on my seat tray for my Laptop. As did the passenger is seat (14E Think this is the seat number) opposite me.
An Empty Can of Beer that was on my tray must have fallen off the tray just near my feet.
As Clement passes in the aisle with the trolley his foot kicked it and then he "shouted" at me from two rows away not to do that again and said that he did not have eyes in the back of his head. At this point I felt threatened by is action and completely embarrassed as many passengers turned to see what was happening. This is completely unacceptable service, considering it was an accident and I am sure that the can was kick by him as he passed and did not fall off the tray, but I will accept that it may have fallen from the tray.
I consider myself a very low maintenance customer and never ask for extras and happy with the food and service of Qantas. Clements approach is not how I expect to be treated as a customer.
Had I shouted at one of the Qantas Crew members I would have been offloaded form the aircraft and handed to Federal Police I am sure.
On leaving the aircraft I approached Clement at the boarding gate to discuss the matter and I told clement "that I did not appreciate at all being spoken to in that manner and please never do it again to me or another customer"
Clement then argued with me, with regards to the position of the tray and he said that "the tray was in the aisle. Had that been the situation anyone of the 10 odd people who passed to use the toilet and one other trolley would have also "tripped" over it, which of course they did not, as I was careful to consider its position.
I accepted Clements position at the time of discussing with him that I understand the hazards of working on an aircraft and he advised that he hurt his back in a similar incident some time ago, which i acknowledged.. Clements continued to argue the point, I had to walk away from the situation as it was getting heated and did not want to make a scene.
All I wanted was an apology from him to at least acknowledge that this type of behaviour towards a customer is unacceptable. I did not get this at all.
This would have been one of the worst flights I have experienced since flying regularly since August 2010. 16 Flights in total, 10 on Qantas and 6 on Virgin.
I am not the kind of person to make an issue out of something small, but if I take this experience away and reflect I would have to consider my travel with Qantas in future. I have flights booked for the USA in Jan/FEB and should be doing at least another 8 - 10 sectors before Christmas Domestically. I have Qantas Club Membership and wish to secure Gold FF within 3 – 4 months.
I would appreciate a response from Qantas regarding this incident, not only to acknowledge it, but for some closure on the incident as I am not looking forward to my Qantas flight tomorrow afternoon from Adeliade to Sydney.
There is always two sides to every story, however the above is an accurate record of the events and conversations as they occurred.
Last edited by a moderator:
