Qantas apologises to frequent flyers with status extensions, lounge passes, points & more reward seats

[Sydney88]

How laughable is the 12pm award release schedule, when it's been impossible to log on to the website for at least the last 3 hours...

Edit: Before someone kicks up a fuss, that's AEST!!!

Yes it's a bloody joke. you know what would be more valuable to their actual members if they started releasing seats in advance normally as they used to rather than this stupid PR large releases.

 

[TheInsider]

The question is what substantive failings (well ventilated in many other threads on this site) are they actually addressing other than saying sorry and providing a few "gifts" as compensation ?

They are fixing and addressing it all though. It's very slow, but they know where they are stuffing up majorly and where the problems need to be fixed.
Of course there are major call centre quality issues, but people contacting the call centre is still very minimal in the grand scheme of things and sheer passenger numbers that travel daily. Just because some AFF members call daily for anything, doesn't mean the general public does.

I also saw somewhere up thread where they were saying that they could contact FJ within 2 rings. Well you are not comparing apples with apples. FJ may have 20-50 flights per day network wide with many small aircraft. Qantas have at least 100 out of SYD in one day.
Another one was comparing SQ with QF, they have one or two flight a day out of each port in Australia, once again not comparing apples with apples.

Irrespective of what some think on here, there is major training and upskilling programs happening in all the contact centres. From going to a Qantas designed product AQIRE to Amadeus ARD which more and more airlines are using.

Baggage handling isn't going to change either, all international carriers in Australia use these contractors (none use their own staff). Also if you actually looked the relevant EBAs, Swissport actually pay a tiny bit more than what was paid at QGS (on a base rate). Another point where some keep saying just employ the old Qantas baggage guys, well most of them would be in their late 50s, early 60s and were more than happy to get their golden handshake.

If Swissport, DNATA, Menzies, CSA, STAR and all the new companies couldn't handle the work, they shouldn't have accepted the tender. Yes Qantas got rid of their own in house employees, but ultimately these companies said they could handle the work and they couldn't, now it's up to Qantas to deal with their mess.

 

[ChrisMars]

30k points for old WP already requaled, 31 March PC+. My data point fits @Princess Fiona model

Qantas apologises to frequent flyers with status extensions, lounge passes, points & more reward seats

 

[BAM1748]

You could download and install the app, get the credit and then delete the app again if you don't want it. You can screenshot the voucher code or wait to receive it in an email about a week after accepting the $50.

I could, but I don't have google or apple store account.

 

[Peasant]

They are fixing and addressing it all though. It's very slow, but they know where they are stuffing up majorly and where the problems need to be fixed.
Of course there are major call centre quality issues, but people contacting the call centre is stgill very minimal in the grand scheme of things and sheer passenger numbers that travel daily.
I also saw somewhere up thread where they were saying that they could contact FJ within 2 rings. Well you are not comparing apples with apples. FJ may have 20-50 flights per day network wide with many small aircraft. Qantas have at least 100 out of SYD in one day.
Another one was comparing SQ with QF, they have one or two flight a day out of each port in Australia, once again not comparing apples with apples.

I'm not sure you're making a particularly compelling point here, Insider. On the topic of SQ's frequencies into Australia, I'm not sure how relevant that is, given they're a global airline that operates global contact centres? Never mind the fact they now have greater international market share than QF, at 16.7% out of Aus.

And the website is still not working...

 

[mviy]

So I put in a few randomly chosen dates in to go to the UK for Christmas and return early in the new year just now and surprise, surprise, I couldn't see any classic reward seats available in J. Didn't bother to look for F. So much for more classic reward seats being released...

Though I checked not logged in as I can't login at the moment, though I'd be surprised if availability looks any better for WP at those times.

 

[Pushka]

Oh well, No change in status life for me. Already did the booking/travel after Feb 2022 to ensure extension/rollover after 31 Oct 2022 to Oct 2023.

As far as points go, email offering WP 30K just arrived.
View attachment 289412

Say what? This was my email
In addition, as a valued Platinum member, we’d like to offer you 15,000 Qantas Points to help inspire your future travel plans or request an upgrade on your next flight. We would also like to offer you $50 off a return Qantas flight. To accept these offers by 30 September, and for more information, click here.

Only 15,000?

 

[levelnine]

Of course there are major call centre quality issues, but people contacting the call centre is stgill very minimal in the grand scheme of things and sheer passenger numbers that travel daily.

To the extent that you know/can share, are management aware that overseas call centres are basically unable to handle complex reward itineraries? Or is this flying under the radar because it is such a niche issue?

 

[mviy]

Say what? This was my email
In addition, as a valued Platinum member, we’d like to offer you 15,000 Qantas Points to help inspire your future travel plans or request an upgrade on your next flight. We would also like to offer you $50 off a return Qantas flight. To accept these offers by 30 September, and for more information, click here.

Only 15,000?

Yes, people are valued, but not equally (though it seems perhaps mostly those who haven't yet retained status and have a membership year expiring January to June so may get the new status extension are those getting 15k points). And QF will show its appreciation by giving you points to request an upgrade and then perhaps tell you sorry we couldn't upgrade you on this occasion to start your trip off and show how much they value you as a customer...

 

[rigram]

Has "anyone" logged in successfully yet..??

 

[Princess Fiona]

Say what? This was my email
In addition, as a valued Platinum member, we’d like to offer you 15,000 Qantas Points to help inspire your future travel plans or request an upgrade on your next flight. We would also like to offer you $50 off a return Qantas flight. To accept these offers by 30 September, and for more information, click here.

Only 15,000?

Read my post #310
Post in thread 'Qantas apologises to frequent flyers with status extensions, lounge passes, points & more reward seats'
Qantas apologises to frequent flyers with status extensions, lounge passes, points & more reward seats

 

[aus_flyer]

Not only is the website and the app down, the call centre isn't recognising FF numbers - so if you call the VIP service team it doesn't even work because it just tells you you're not an eligible FF. What a joke.

 

[Quickstatus]

“50% jump in sick leave”

I have spoken with some managers in my place of work.
There has not been in 50% jump in sick leave here and we deal with the sickest people. In fact the sick leave rate has been about the same month on month over the last year

Is this an indication of unhappiness within the Qantas workplace?.

 

[TheInsider]

I'm not sure you're making a particularly compelling point here, Insider. On the topic of SQ's frequencies into Australia, I'm not sure how relevant that is, given they're a global airline that operates global contact centres? Never mind the fact they now have greater international market share than QF, at 16.7% out of Aus.

And the website is still not working...

Their bags off a flight in a port a few days ago took 3.5hours to come off and on to the carousel. Every airline has these problems and other various problems. Call centre isn't a major issue for everyone.

 

[rigram]

Not only is the website and the app down, the call centre isn't recognising FF numbers - so if you call the VIP service team it doesn't even work because it just tells you you're not an eligible FF. What a joke.

Oh sorry....

 

[TheInsider]

Is this an indication of unhappiness within the Qantas workplace?.

Correct, in some parts. But sick leave only lasts for so long, especially with so many new staff.

 

[Melburnian1]

I also saw somewhere up thread where they were saying that they could contact FJ within 2 rings. Well you are not comparing apples with apples. FJ may have 20-50 flights per day network wide with many small aircraft. Qantas have at least 100 out of SYD in one day.
Another one was comparing SQ with QF, they have one or two flight a day out of each port in Australia, once again not comparing apples with apples.

One hopes you never get into a debate, because that point is a weak one.

IF QF has more flights than FJ, it ought scale its call centres accordingly, bearing in mind call volumes and median length of call.

Similarly, SQ only operates international flights, which by nature tend to be more challenging. I'd guess int flights see more frequent contact by phone from both travel agents and the general public compared to relatively simple one or two sector domestic flights.

 

[Tropic]

And to be clear, this is not a QF bashing issue. I think most QFF members really want QF to fix these issues as it would be great if QF actually can one day deliver the service and customer experience portrayed in their aspirational advertising.

 

[Quickstatus]

Maybe it just "identifies" as a national airline.

Alan Joyce is correct, it is an national airline - it has majority market share domestically. But not an international airline.

 

[DC3]

Ultimately, with all this backlash over these ‘gifts’, do they benefit me? Yes, my husband and I will now earn Platinum status on our return from the UK in October.
Love to hear from others who will benefit. Positivity is healthy.

Good to read a positive post on here. A lot of glass-half-empty going around. Quite unusual for AFF.