Pretty disgusted with Qantas customer service...

[mysavings789]

I agree! Though such circumstances cannot be avoided they should do something to improve their customer service.

This kind of behaviour surprises me. The worst I had on QF on the phone was a woman who sounded like she was tired and wanted to go home. Not rude, but you could tell that she was tired and lacked character.

In any case, this is unacceptable, from Qantas or anyone for that matter. I would submit a complaint. Whilst I wouldn't hold your breath for any or adequate compensation, I think it is morally and practically in your best interests to report this incident.

QF WPs excepted, the phone queues are getting longer and longer. We certainly don't need to put up with these kind of shenanigans.

 

[trixpan]

Hi folks,

Im a QFP and I can tell you from a curent experience that Qantas service is certainly the worse carrier customer service I ever had to deal with.

I flew from Syd to EZE last Wednesday and my both suitcases went missing. (yep, without any connection...). Got the ground staff to fill the form and proceeded to GIG, Brazil.

Well, to my surprise when I called to inquire about updates, someone answers in spanish and shortly hangs the call. Call again, no answer.

Startig to get stressed I call Los Angeles Baggage Services sure that at least they will speak english. The guy, quite professional, asks me for the File Reference Number present in my form but to my surprise the field was left empty. Without it, the guy answers, no further information is possible.

I look at the form, outraged and then I realize that instead of saying, hey mate, make sure you have this number before you leave the airport, the note next to the field says: "For office use only". WTH?!?! If I need to know this number it should be clearly labeled with something like "do not leave sign the report without this number filled"

Tried to call EZE baggage services again. No answer. No answer. No answer. After a handfull of minutes I decided to call Santiago, Chile and ask. The guy says, well, you should contact the EZE staff. I answer saying that I've been trying without success. He says that probably they are on their lunch break, the siesta. WTH 2?!?!?!

After waiting I call EZE and get ask for the guy who filled my report. Some guy answers in spanish and some broken english saying he is on his free day. I ask about the File Reference Number, the guy answers saying the only the other guy knows, call tomorrow.

So far I as thinking... well... ok... outsourced staff, they suck bad, ALL the time with all carriers.

As the globe turns morning in Australia I call the Baggage Services 1300 line. To my surprise the representative says that I must contact Buenos Aires to get the number. Well, but they don't know the number. She answer saying this is responsibility of the Qantas ground staff in Buenos Aires. I argue saying that I did not buy my ticket from Qantas Argentina but from Qantas but she says she wont be able to assist further.

I wait a little bit more, until the Qantas Customer Care centre open (9am AEST). Well, before I finish explaining my burial, the customer service representative starts telling me that I must contact... guess who? Buenos Aires. I answer saying that I did and they did not assist, she tells me that I must then call Baggage Services... I tell her that I already tried that, it didn't work. She then says I must follow the procedure.

Then I lost my hope. I tell her that the procedure is clearly not working and that I am tired of paying international calls between Brazil, Australia, Buenos Aires and wherever else. I tell her that I'm a Qantas customer in Australia and that Qantas is bound to Australian Regulations and International Conventions to assist me, not to ask me to follow procedures that are not working and in plain and simple english I say:

"I've tried the procedures and they are not working, how can Qantas Customer Service assist their Platinum frequent flyer? "

She asks me to hold one second in the line and returns with the File Reference Number, the same number no Qantas staff member could provide me earlier and a cryptic explanation that my suitcases were dispatched to Santiago, Chile and should arrive in Brazil soon.

Today is Friday evening in Australia and I still haven't been contacted by any Frequent Flyer representative, haven't being offered any cash money to buy new clothes. Nothing. This is mates, how Qantas, the Spirit of Australia treats their "Platinum" Customers.

Next time you think about getting your status as a dear customer beware that Qantas doesn't give a damn about us.

A company really concerned about its customers does what Varig airlines did with me back in 2000.

I was studying in the USA when a good friend of mine had a heart attack. I wanted to visit him but wanted to use my miles to issue the SFO x GIG x SFO. Sadly I lacked few miles, however being on their righest status level, the FF dept issued a ticket anyhow, bringing my miles account to a NEGATIVE balance, aware that as soon I would be flying again, the missing miles would be quickly acquired.

I have no doubts when I say: Qantas will have to wrok VERY hard to get this customer back.

 

[N860CR]

Sounds like an unfortunate ordeal... such a shame Qantas customer service has gone down hill so much in recent years. I was always proud to fly Qantas and label them as the worlds best, but of late its just gone down the tube.

In regards to my issue, of course, the supervisor never bothered to call me back as promised. I sent a detailed letter to customer service this week, however we'll see what happens - I don't have high hopes.

 

[munitalP]

Trixpan - being a platinum QFF and of other airlines their "highest" status frequent flyer, you rearly haven't learned much about travel have you...

Mr!

:-|

 

[trixpan]

Dear Troll,

Such as... ?

Trixpan - being a platinum QFF and of other airlines their "highest" status frequent flyer, you rearly haven't learned much about travel have you...

Mr!

:-|

 

[anat0l]

Dear Troll,

Such as... ?

Firstly, you're out of your league to brand the said member as a "troll".

Secondly, are you telling me that for something as critical as your luggage, you were prepared to leave the airport without any record whatsoever of accountability of your case? (In this case, your file reference number or global tracking number?) How did you ever expect to think you were going to be able to track precisely where your luggage is? This is the same reason why invoices have invoice numbers, equipments have serial numbers, aircraft have registration numbers, your drivers license has an ID number, etc. etc..

I'd say be glad you have got your luggage and call it a novice error. In any case, perhaps QF could have handled it better, but since I have no idea of how you precisely communicated with them, I can't give judgement on the extent of that; taking your word as it is, fine - gripe about QF, but certainly there is more you could have done to help yourself and save some headaches. Just because you are a Platinum doesn't make you a QF "your holiness". (I can't believe QF would let you do something like overdraw on your points account, and you're claiming that QF customer service is the worst in the world? Not simply "horrid in this case" but literally "the worst in the world"?)

Moreover, if QF truly have ground staff in EZE and/or GRU, then what on earth were they thinking when they got some schlub who can't speak decent English......

 

[oz_mark]

Today is Friday evening in Australia and I still haven't been contacted by any Frequent Flyer representative, haven't being offered any cash money to buy new clothes. Nothing. This is mates, how Qantas, the Spirit of Australia treats their "Platinum" Customers.

Oooh, I hate it when my baggage gets delayed too...

While my experiences are with other airlines, none have ever offered cash to buy clothes. I have always had to buy some and the make an insurance claim.

Seems odd you didn't get a tracking number though.

 

[trixpan]

Firstly, you're out of your league to brand the said member as a "troll".

I'll find that I'm frequently out of tune...

Secondly, are you telling me that for something as critical as your luggage, you were prepared to leave the airport without any record whatsoever of accountability of your case?

I guess I wasn't enough emphatic about the form. I wrote:

I look at the form, outraged and then I realize that instead of saying, hey mate, make sure you have this number before you leave the airport, the note next to the field says: "For office use only"

So I naturally only left the airport after getting my form. But few issues should be raised anyhow:

- If a form field says For Office Use Only next to the most critical form field, the form is badly designed. Had this field be a requirement this should be emphasized. Nonetheless, the form goes further and says that "We appreciate your patience and will contact you as soon as possible to advise your file reference number and delivery details"

- IMHO, the simple failure to fill the form properly is already an iconic proof of total lack of care towards customer.

Yes, I expect the to receive proper service.

But lets continue...

(In this case, your file reference number or global tracking number?) How did you ever expect to think you were going to be able to track precisely where your luggage is? This is the same reason why invoices have invoice numbers, equipments have serial numbers, aircraft have registration numbers, your drivers license has an ID number, etc. etc..

Good point isn't? But that's what computer exist for. I still had my baggage number, I still knew my own name and airports involved in the incident.

Moreover, since each baggage is tagged with a number, any decent systems architect should be able to develop a system cross checking baggage tags with WorldTacer cases.

But the proof that it was fair to expect for Qantas Baggage Services in Sydney to provide me with the File Ref. Number, was the fact that once I started to raise local and international regulations and get stressed the Customer Center representative was able to find the same number Baggage Services said I should call Buenos Aires in order to get and there was nothing else they could do in Sydney.

Funny enough, the Customer Service representative said openly she spoke with the Baggage Services in order to get the File R.N., the same one that "had no way to help".

So yeah, Invoices have numbers and File Reference Numbers are really critical but I must insist:

* Qantas Property Irregularity Form does not states the number is critical, instead points that it is "for office use only".

* Only after I started to be rude enough to claim that I bought my ticket in Australia from an Australian company subject to Australian regulation, could someone be bold enough to raise from the chair and get the number that all the suddenly miraculously retrievable from other points of contact other than Buenos Aires.

I'd say be glad you have got your luggage and call it a novice error.

Not so fast padawan, I still did not receive my baggage.

In any case, perhaps QF could have handled it better, but since I have no idea of how you precisely communicated with them, I can't give judgement on the extent of that; taking your word as it is, fine - gripe about QF, but certainly there is more you could have done to help yourself and save some headaches.

Fair enough and I respect your constraints. It is hard indeed to see things fairly when they involve your own life.

Just because you are a Platinum doesn't make you a QF "your holiness". (I can't believe QF would let you do something like overdraw on your points account, and you're claiming that QF customer service is the worst in the world? Not simply "horrid in this case" but literally "the worst in the world"?)

Oh, don't get me wrong mate but we totally disagree on this issue. Yes, Qantas should treat me as "your holiness", but should do that just because I'm their plain simple customer. I pay for their service and I expect adequate service level.

Providing the so called "platinum status" to some customers is Qantas choice, not mine. This is what they sell, the image they promote, as such, it is their own business to manage their customer expectations.

My reference to Varig decision to put my FF balance on the red was exactly in relation to living up with the promises they make. Most carriers nowadays have FF plans but do they live up with the marketing?

Moreover, if QF truly have ground staff in EZE and/or GRU, then what on earth were they thinking when they got some schlub who can't speak decent English......

Feel free to call them and figure it out by yourself. ;-) Do you want the number?

To make it worse, there was ONE guy who speaks decent english, but sadly he failed to fill the form properly and he is currently on his day off... Not very exciting isn't ?

 

[trixpan]

just as a souvenir for you guys, the header of the Property Irregularity Report provided in EZE by Qantas.

Notice th "Will contact you as soon as possible to advise your file reference number"

 

[anat0l]

just as a souvenir for you guys, the header of the Property Irregularity Report provided in EZE by Qantas.

Notice th "Will contact you as soon as possible to advise your file reference number"

Well, that's not making much sense with me.

I had some misconnected baggage once, too, but I got a tracer number straight away. Not that I had to ask for one - it was written for me on a special brochure/card.

Then again, if I had misconnected baggage in somewhere other than an English speaking country, I'd be a bit scared - full stop.

 

[oz_mark]

Interesting. I have been given numbers straight away in the past.

Air Canada certainly knew how to infuriate. After 3 days of no baggage, you still keep getting told how 95% of lost baggage is returned within 24 hours

 

[straitman]

An interesting series of posts from #22 onwards.

I still have not made up my mind whether this is for real or a wind up :!:

For someone who claims to be a Platinum FF, the lack of knowledge by trixpan is amazing :!:

I also find it interesting that a newcomer calls a regular poster a 'Troll' because he did not immediately fall in line with his ranting when he admits, in less than perfect English, that

I'll find that I'm frequently out of tune...

From where I sit it is more likely that the term 'Troll' should apply to the OP.

 

[kages]

I also find it interesting that a newcomer calls a regular poster a 'Troll' because he did not immediately fall in line with his ranting
From where I sit it is more likely that the term 'Troll' should apply to the OP.

+1
It was a pretty bold 2nd post.

 

[munitalP]

Only just found out what a troll is - hmmm

Devils advocate maybe, Troll no


Mr!

:shock:

 

[odysseus]

Sounds legit to me.

It was a pretty bold 2nd post.

Well, it was a pretty bold response.

 

[opusman]

Sounds legit to me.



Well, it was a pretty bold response.

No that's italics, surely?

 

[Blackadder]

Interesting. I have been given numbers straight away in the past.

Air Canada certainly knew how to infuriate. After 3 days of no baggage, you still keep getting told how 95% of lost baggage is returned within 24 hours

Maybe their way of making you feel special, you are in a "elite" 5% group.

 

[NYCguy]

Dear Troll,

Such as... ?

Pretty bloody rich coming from someone who, at the time, had logged fewer than a half-dozen posts.

You should be more respectful, grasshopper, of those who offer you advice. If the attitude you displayed here is the same as the attitude you gave Qantas, it's no surprise that they were unhelpful, and I imagine they wouldn't be too upset at the prospect of never having to endure doing business with you again.

 

[v8Statesman]

Oooh, I hate it when my baggage gets delayed too...

While my experiences are with other airlines, none have ever offered cash to buy clothes. I have always had to buy some and the make an insurance claim.

Seems odd you didn't get a tracking number though.

I once fley JFK-LAX (AA) connecting to LAX-HKG (CX) then HKG-SIN (CX)

On arrival into SIN I found my luggage was not there. They did a search and found AA did not send to to CX in LAX. I was promptly given SG$250 to buy clothed etc and told my bags will be delivered to the hotel in 24 hours. Sure enough they arrived in the 24 hour time frame. (via SQ if i recall, nopt sure how that works, but didnt ask as care factor had droped as I had my bags)

 

[tgh]

I'm an infrequent flyer.. hope that doesn't qualify me for the t group.

Arriving in Brussels via Heathrow flying j .. my camera bag didn't appear.
The service offered by the BA contractor was and continued to be abysmal. I got my gear two weeks later.. after the event ..literally.
No amount of anger management takes away the pain .. and I sympathise with the poster.. if not the comabative language.

Enroute to Tahiti in y with Air Tahiti , a smiling purser found us and said, we will be arriving in Papeete in an hour .. but your bags will not.
They were very helpful, took us off the plane first . escorted us to the right office . gave us a toilet pack and enough US Dollars to buy some basic clothes. A day later the bags arrived at the hotel .. they had come via Narita.. All this service for a nobody in Y !!

S88t hapens.. to everyone.. sometimes the ending is great sometimes it ain't .. such is life.