Qantas Customer Service

[Robert K]

Why would your friend even ask that.

 

[james4321]

hostie said to my friend who is tall and had asked on board to be moved to a seat on the plane where she could get her legs straight in front of her

Where did you have in mind ? Maybe say 1A perhaps? I'm for the hostie too.

 

[mannej]

ive had such shocking experiences with qantas over the last 3 years i dont fly them any more ... still waiting 2 yerars for a response to letter... never get answered on phone line.... local office staff cant help or get thru on line either..

I find it interesting to hear people saying that they never get answered. Never waited more than 20 minutes to get through, even as a lowly NB. Sometimes it is about calling in a non peak time (8-9pm etc). Have you tried contacting QF by email?

hostie said to my friend who is tall and had asked on board to be moved to a seat on the plane where she could get her legs straight in front of her and i Quote '''madam you chose to fly economy get over it " well we did get over it... weve not flown with them since...

Good for you. Being tall is not a pre-requisite for being given an extra leg room seat. There are ways to get extra leg room, and although the hostie may not have been tact about it, they are not far off the point.

china southern is a great airline esp in business and very affordable nearly akin to qantas full economy for their business on some routes....

Each to their own. There would be those who do not agree with you in regards to their service (Warm champagne from memory) or their safety standards.

korean air was great recently ... so i dont want to or need to fly the local carier.... such a shame howard got rid of ansett. australian airlines is looking like a front runner for my easter to honolulu if it runs by then

That is the first that I have heard of Howard getting rid of Ansett, I have heard about the CASA conspiracies.
Just a word of warning with Air Australia- whilst they were called Strategic, there are examples (in particular concerning cancelled flights at coughet) that their small fleet size and their contingency could leave passengers stranded due to one plane becoming unavailable.

Each to their own really.

 

[TheInsider]

I have found the attitudes of some of the air stewards questionable as well. Especially one time on a flight from Mumbai to Sydney

I'm assuming you mean Qantas. If so, they don't fly BOM-SYD or anywhere direct in Australia for the matter.

 

[N860CR]

I'm assuming you mean Qantas. If so, they don't fly BOM-SYD or anywhere direct in Australia for the matter.

Not now, but previously they've operated SYD-BOM-SYD with a 332 and before that with a 333 via DRW

 

[Lendav Orav]

What do you think of this: Partner and I (both WPs) flew to EZE in November, upgraded Y to J with points. Economy class food for most of the flight (economy breakfast on arrival plus no on-demand sandwiches) due to strike in EZE, they needed to double cater the flight (i.e., load all food in Sydney for there and back). Because of this plus some very bad service in Sydney, we wrote to customer relations and asked for refund of points or a free upgd on the return. They stated it was not possible to refund points (so interesting that someone else has had this) but they did offer the upgrade, to be confirmed "on check in". Got to check-in at EZE on return. Still in Y but 8 seats in J left. F class check-in agent: "You need to speak to duty manager- she's on the plane at the moment but go to the gate and ask for her". Went to (AA) lounge and they called and some time later the manager shows up. Although the other staff knew there was an upgd request, she seemed not to really know or at least didn't admit to it. She said she'd have to go off and check and would be back. Waited, waited- boarding time comes and goes. Delay announced. Finally, just as the flight starts to board around 1.5hrs late, she comes back and says, "sorry, AR cancelled their flight and they took all the remaining J class seats!" Of course we were upset about this, as we had been left hanging- especially as the offer from customer relations was to be confirmed "on check-in". I got back to customer relations and they said it was only ever "subject to availability" but that we could use it later. No further compensation. I contacted Fair Trading as I felt that QF had broken their promise. They offered to call QF for me but said they can't enforce anything. In the end, I decide not to make any further waves, as I guess it's a somewhat grey area as it is related to compensation, not something I paid for. Still we have it in writing that it should have been a yes/no decision at check-in. What do others think?

 

[ozbeachbabe]

What do you think of this: Partner and I (both WPs) flew to EZE in November, upgraded Y to J with points. Economy class food for most of the flight (economy breakfast on arrival plus no on-demand sandwiches) due to strike in EZE, they needed to double cater the flight (i.e., load all food in Sydney for there and back). Because of this plus some very bad service in Sydney, we wrote to customer relations and asked for refund of points or a free upgd on the return. They stated it was not possible to refund points (so interesting that someone else has had this) but they did offer the upgrade, to be confirmed "on check in". Got to check-in at EZE on return. Still in Y but 8 seats in J left. F class check-in agent: "You need to speak to duty manager- she's on the plane at the moment but go to the gate and ask for her". Went to (AA) lounge and they called and some time later the manager shows up. Although the other staff knew there was an upgd request, she seemed not to really know or at least didn't admit to it. She said she'd have to go off and check and would be back. Waited, waited- boarding time comes and goes. Delay announced. Finally, just as the flight starts to board around 1.5hrs late, she comes back and says, "sorry, AR cancelled their flight and they took all the remaining J class seats!" Of course we were upset about this, as we had been left hanging- especially as the offer from customer relations was to be confirmed "on check-in". I got back to customer relations and they said it was only ever "subject to availability" but that we could use it later. No further compensation. I contacted Fair Trading as I felt that QF had broken their promise. They offered to call QF for me but said they can't enforce anything. In the end, I decide not to make any further waves, as I guess it's a somewhat grey area as it is related to compensation, not something I paid for. Still we have it in writing that it should have been a yes/no decision at check-in. What do others think?

Most of these type of 'subject to availability' type requests would only be confirmed when the flight closes which may depend what airport you're at but I would think it may be 45 minutes prior to departure. If there was enough of a buffer at checkin it may put you straight into J at that time but that won't always happen.

I think the terminology "to be confirmed on checkin" should be replaced by "subject to availability on day of departure".

I'm sure the Duty Manager would have had the discretion to upgrade you anytime after you checked in which would have then left 6 seats left in J for AR to purchase at the full rate. Maybe they thought you would still have got the upgrade & didn't foresee the AR flight cancellation & the purchase of all the remaining QF seats.

 

[anchew]

... while I am at it I think they should just had out a card that says 'we are to cheap to offer amenity kits any more' and just be done with it!

LOL I thought it was just me experiencing such bad luck. On a trip to Jakarta mid last year in J, on our flight over we were given amenity kits at the end of the flight, then on the way back, we didn't get any at all :shock:

 

[Lendav Orav]

the problem it didn't say subject to availability, it said confirmed at check-in. That's why we think it's unfair. Subject to availability was the excuse that came later.

 

[MEL_Traveller]

There would be those who do not agree with you in regards to their service (Warm champagne from memory) or their safety standards.

Are you confusing China Southern with China Eastern? I have not read any reports of warm champagne on China Southern, and as for their safety record it is no worse than Air France. CZ's last fatal accident was in 1997, almost 15 years ago.

 

[medhead]

the problem it didn't say subject to availability, it said confirmed at check-in. That's why we think it's unfair. Subject to availability was the excuse that came later.

Sounds a lot like the space available upgrades that I've been given. Based on be subject to availability and also the 12 months validity. Do you have a reference number? I got a letter outlining all the details and I must say it was a case of being confirmed at the airport if available. I'm not doubting what they said to you but I do feel there may have been some miscommunication involved.

The first time I put in my request I got the beep at the gate but no upgrade happened after a bit of a kerfuffle. But it happened next time I tried to use the upgrade. Just now trying use another one of these.

Anyway, rather that get too hung up on not getting it on that flight, think about your next flight when you are going to try to use it.

 

[Wakefield]

Qantas seem to think that sending you a couple bottles of wine will make the whole problem go away.They appear not to recognise that a written apology acknowlging the shortcoming would be far productive to maintaining a customer relationship.

 

[nlagalle]

Qantas seem to think that sending you a couple bottles of wine will make the whole problem go away.They appear not to recognise that a written apology acknowlging the shortcoming would be far productive to maintaining a customer relationship.

Well the problem (industrial action) has gone away hasn't it?

 

[medhead]

Qantas seem to think that sending you a couple bottles of wine will make the whole problem go away.They appear not to recognise that a written apology acknowlging the shortcoming would be far productive to maintaining a customer relationship.

I've had at least 2 written apologies in related to the giving of wine.

 

[TonyHancock]

Qantas seem to think that sending you a couple bottles of wine will make the whole problem go away.They appear not to recognise that a written apology acknowlging the shortcoming would be far productive to maintaining a customer relationship.

I tend to agree with this. I'm not particularly bothered by an apology I'd just like to see some consistently good customer service. At the moment my experiences with QF customer service are extremely poor.

 

[auspal]

I'm assuming you mean Qantas. If so, they don't fly BOM-SYD or anywhere direct in Australia for the matter.

It must have been a dream then

 

[Berlin]

'''madam you chose to fly economy get over it "

While it might be said in a bit of a rude tone, I must say I wished there were more flight attendants like this: Perfectly fine answer in my eyes!

 

[MEL_Traveller]

While it might be said in a bit of a rude tone, I must say I wished there were more flight attendants like this: Perfectly fine answer in my eyes!

or perhaps we could wish there were more flight attendants trained to the philosophy of one of lufthansa's former CEOs who said that they try and treat every passenger well given that even some of their regular first class passengers fly economy sometimes.

it really shouldn't have to come down to checking a passenger manifest to see if someone has status and only treating them well accordingly. flight attendants are paid to do their job, not be selective in handing out good and bad service depending on how valuable they think you might be.

 

[Lendav Orav]

Sounds a lot like the space available upgrades that I've been given. Based on be subject to availability and also the 12 months validity. Do you have a reference number? I got a letter outlining all the details and I must say it was a case of being confirmed at the airport if available. I'm not doubting what they said to you but I do feel there may have been some miscommunication involved.

The first time I put in my request I got the beep at the gate but no upgrade happened after a bit of a kerfuffle. But it happened next time I tried to use the upgrade. Just now trying use another one of these.

Anyway, rather that get too hung up on not getting it on that flight, think about your next flight when you are going to try to use it.

It was an email from them, not a letter- we were still in Argentina when they made the offer. If they miscommunicated the rules, they should make up for it. We were left hanging in the airport. It was very frustrating as we had had a points upgrade request which we cancelled due to the offer of the free upgrade. That would clearly have gone through as there were the 8 seats still available prior to check-in... EZE-SYD is long flight to "miss out" on. And I'm not overly confident about using this again in the future as it's a long-haul upgd, I don't know that I'm willing to go through the waiting game like that again only to be potentially disappointed. It's not like I do that many long-hauls in a year...

 

[medhead]

It was an email from them, not a letter- we were still in Argentina when they made the offer. If they miscommunicated the rules, they should make up for it. We were left hanging in the airport. It was very frustrating as we had had a points upgrade request which we cancelled due to the offer of the free upgrade. That would clearly have gone through as there were the 8 seats still available prior to check-in... EZE-SYD is long flight to "miss out" on. And I'm not overly confident about using this again in the future as it's a long-haul upgd, I don't know that I'm willing to go through the waiting game like that again only to be potentially disappointed. It's not like I do that many long-hauls in a year...

Yeah. I have the same problem with trying to use one of these for an international upgrade. It expires in April and I'm flying May. If I can't transfer it to mum who flys in February I'll just blow it on a domestic upgrade.

You do need to get the reference number if you can.


Sent from my iPhone using Aust Freq Fly app so please excuse the lack of links.