Pretty disgusted with Qantas customer service...

[Mal]

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.

Similar story for my lost baggage SYD-SIN with Qantas a couple of years ago. Paid cash straight off for the inconvenience. Bag didn't turn up for a few days though, so I ended up getting a decent compensation package from Qantas.

 

[Zulaiha]

been picked up at the plane by Qantas person in CKG. We were flying ADL-CGK via Perth.

Been told that our laguages were left at the Perth airport, and will be arriving with the next available flight from Perth.

Been asked to fill a form, but nothing more than that

I had been reading there is compensation for those thing, but obviously does not apply to us?

Anyway, the laguage arrived at the door tomorrow as promised! No fuss as we are staying at my sister's house anyway, so there are plenty spare clothes could be worn.

Is something wrong with my story above? Is the compensation not automatically given if the pessanger does not even aware of such thing?

 

[Evan]

I believe compensation is only mandatory in USA, you may have to prompt for it any other time.... of course when i lost bags (1 day) i simply kept receipts for reasonable expenses (I think i got a shirt and had the hotel express dryclean overnight + some toiletries) and was compensated no questions asked when submitting it to them.

 

[Zulaiha]

Thanks Evan,

It has been long time ago anyway, I know we could get some compensation, but never know that some can getting it on the spot as per 2 previous posts.

 

[simongr]

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.

I had very shoddy service from BA - three weeks in the UK with no luggage only to have it delivered the day before I flew to the US... only to have it lost/delayed in BGI on the way...

 

[N860CR]

Just incase anyones interested, I sent a letter to Qantas Customer Care about four weeks ago, and have not received any form of response at all.

 

[straitman]

Just incase anyones interested, I sent a letter to Qantas Customer Care about four weeks ago, and have not received any form of response at all.

From my understanding that seems to be the norm. Whenever I have needed to contact QF I have used the links on the web site and have always received a response quite quickly.

 

[munitalP]

From my understanding that seems to be the norm. Whenever I have needed to contact QF I have used the links on the web site and have always received a response quite quickly.

Yeah, me too, even when complaining about the GS at KTA


Mr!


:shock:

 

[JohnK]

From my understanding that seems to be the norm. Whenever I have needed to contact QF I have used the links on the web site and have always received a response quite quickly.

How can it be the norm when danielribo has not received a reply in 4 weeks?

From my experience QF customer gets back to me reasonably quickly on most feedback I provide. Sometimes they do not bother to call me but simply send a standard reply. I don't think it is status related as I think danielribo is Gold or Platinum so it must be to do with the type of feedback provided or whether it is possible to provide an acceptable answer.

 

[simongr]

How can it be the norm when danielribo has not received a reply in 4 weeks?

I think straitman meant it was the norm for written complaints to take a dogs age to get a reply.

 

[straitman]

How can it be the norm when danielribo has not received a reply in 4 weeks?

From my experience QF customer gets back to me reasonably quickly on most feedback I provide. Sometimes they do not bother to call me but simply send a standard reply. I don't think it is status related as I think danielribo is Gold or Platinum so it must be to do with the type of feedback provided or whether it is possible to provide an acceptable answer.

JohnK, :evil:

At the risk of sounding like I'm jumping down your throat here. Please read what was actually written :!: Often lately your interpretation is different to what was written as it was on this occasion. I will say it again.

It appears to be normal that if you write them a letter or email then the response is quite slow if at all. If you use the web site links then they respond quite quickly and mostly appropriately.

 

[JohnK]

At the risk of sounding like I'm jumping down your throat here. Please read what was actually written :!: Often lately your interpretation is different to what was written as it was on this occasion. I will say it again.

Often? I must have selective memory. :-|

 

[N860CR]

Given how serious the issue was, I made the executive decision to send a formal, written complaint so as the facts were very clear to them. Perhaps this was a mistake. Regardless, its not a very good outcome. As John mentioned I'm Gold, so while thats not the top of the tree, I expected at least something back from them.

 

[N860CR]

Quick heads-up... last Saturday I sent a follow up email through the above mentioned source, what do you know, still nothing!

I can only assume someone has looked at my forward bookings and just thought "pfft, he's stuck with us until March next year - why bother!"

 

[medhead]

I complaned once with a formal written letter, the response was substandard - a phone call to discuss the issues. The QF person could see my point, but to bad. I asked for a formal written response to say "too bad". Nothing. So good luck, I'll look forward to seeing if you get anything.

Damn, missed this tread and the T.

Think I might have said something about those damn people in spainish speaking countries, how dare they speak spainish!

BTW, someone referred to the T's post as being the OP. I understand the accepted meaning of OP is original post or original poster. In this case the OP was not the problem child. Sorry to be so late, just a note for future reference.

 

[N860CR]

I do appreciate being cleared as a now "non-problem child"

 

[dede]

I recently sent a snail mail letter (with copies of boarding passes) to get some missing status credits and the points were credited in about 3 weeks so emailing shouldn't make that much difference to a response.

 

[straitman]

I recently sent a snail mail letter (with copies of boarding passes) to get some missing status credits and the points were credited in about 3 weeks so emailing shouldn't make that much difference to a response.

The operative word with this is shouldn't which unfortunately why this thread exists in the first instant :!:

 

[N860CR]

Well believe it or not, on Tuesday (some two months after sending the letter and ten days after the follow up email - and over three months after the incident) I had a message on my voicemail from somebody at QF customer care in Sydney advising they'd sent a written apology and leaving call back details.

I spoke to the lady this afternoon and (while even though I don't really know what has been done) I got at least an apology and an assurance that something was being done. Obviously I wasn't told the outcome of the individual cases, however at the very least I received recognition that yes QF stuffed up badly and yes it shouldn't have happened. Apparently a travel voucher has been sent however given I won't have access to my mail for a few weeks, I don't know exactly how much for.

All in all it was a pretty terrible response on Qantas' part, but to their credit they did admit it was handled very badly and acknowledged that their staff did drop the ball and behave in a manner that is not appropriate.

 

[Flashback]

Well believe it or not, on Tuesday (some two months after sending the letter and ten days after the follow up email - and over three months after the incident) I had a message on my voicemail from somebody at QF customer care in Sydney advising they'd sent a written apology and leaving call back details.

I spoke to the lady this afternoon and (while even though I don't really know what has been done) I got at least an apology and an assurance that something was being done. Obviously I wasn't told the outcome of the individual cases, however at the very least I received recognition that yes QF stuffed up badly and yes it shouldn't have happened. Apparently a travel voucher has been sent however given I won't have access to my mail for a few weeks, I don't know exactly how much for.

All in all it was a pretty terrible response on Qantas' part, but to their credit they did admit it was handled very badly and acknowledged that their staff did drop the ball and behave in a manner that is not appropriate.

I find it's often $100 or $150.