Qantas Customer Service

[simongr]

such a shame howard got rid of ansett.

What? Howard got rid of Ansett? Was he running AN at the same time he was running the country?

 

[mannej]

Yep big on announcements but not on solutions.

Just like the solution to Cruiser Elite's conundrum today?

 

[ozbeachbabe]

Just like the solution to Cruiser Elite's conundrum today?

Which was??? :shock:

 

[TonyHancock]

An experience to share with you.

I cancelled a fully refundable JASA on the 18th January. (I replaced it with a $9k J fare). I followed up on the 27th January because I had not been refunded the points or cash. The premium desk CSA told me that the JASA had been cancelled but nothing had been done to trigger the refund. She would sort it out and I would see the points the next day with the credit card refund following shortly after.

Nothing happened the next day. So I followed up on the 30th. The CSA told me that it was all underway and he would give it a nudge.

Nothing happened in the next two days so I followed up again on the 2nd February. this time I was told by the CSA that nothing had been done to trigger the refund so she put me on hold, followed up and the points were credited immediately and the credit card refund was there the next day.

The inconsistency continues to amaze me. (I'm not sure why it should, it is documented all over this site.)

Now I'm battling to have my BA codeshare flight from MEL-SYD recognised. Does it all really have to be this hard?

 

[Blackadder]

Welcome to the wonderful world of idiotic customer management.

If all you need is a business degree, QF should hire me in about 12 months and I'll have you all on speed dial to work out the issues and make QF a real service airline that listens again.

Customer management is only as good as the managers that oversee it.
Speaking as a employee in a heavily managerised industry, you get managers that come up with these idea without consultaion with front line staff, and then front line staff cop the customer frustration for the decision managers make, who are comfortably sitting in a office somewhere.

 

[Red Roo]

Hey all,

Just wanted to say thanks for the comments on this thread. We do pass your feedback onto Customer Care quite regularly and discuss the issues that you are having.

And while 'Red Roo' on AFF is not a customer care channel please feel free to PM me at any time if you need help or advice. You may have to divulge your QFF# and therefore your true identity but we have been able to help AFF members in the past and will continue to do so where we can. This is after you have already gone through the standard channels of course!

Cheers,
Red Roo

 

[MEL_Traveller]

wow. That is a different definition of PR.

A quick look here shows some common themes.

31 Public Relations Definitions | Heidi Cohen

 

[Vinny]

An experience to share with you.

The inconsistency continues to amaze me. (I'm not sure why it should, it is documented all over this site.)

I too cancelled , but on a business RTW Award trip. The time taken to repay fuel fines and taxes was beyond an acceptable time.

Hey all,

Just wanted to say thanks for the comments on this thread. We do pass your feedback onto Customer Care quite regularly and discuss the issues that you are having.

And while 'Red Roo' on AFF is not a customer care channel please feel free to PM me at any time if you need help or advice. You may have to divulge your QFF# and therefore your true identity but we have been able to help AFF members in the past and will continue to do so where we can. This is after you have already gone through the standard channels of course!

Cheers,
Red Roo

I have sent three PMs to you with no reply. Nothing. A few public tweets in Twitter for so many to see gets the message across and a reasonably quick reply and action. Calling from overseas is a waste of money and time. Even calling QF customer care when issues occur is hit an miss if any action will occur.

Enjoying my VA status swap for so many reasons. I feel like a valued customer again. For a fraction of the price domestically and internationally.

And here is AJ and the board throwing their hands in the air blaming everyone from foreign airlines to government regulations. Unions are an easy target. Straight from the Howard, Costello and Abbott book of who to blame when things go wrong. 18% of international pax to and from Australia is nothing to be proud of. Heads out of the sand time.

 

[Mgjdubs]

I've tried several times to get a letter of explanation for a cancellation of my flight home from Auckland. From when the Chilean Volcano eruption took place. Last year. Insurance won't pay out until they send me something. Guess I won't be claiming the $1500 I had to pay Air NZ to get home. They're a bunch of shockers. Yet we all still fly with them.

 

[nlagalle]

I've tried several times to get a letter of explanation for a cancellation of my flight home from Auckland. From when the Chilean Volcano eruption took place. Last year. Insurance won't pay out until they send me something. Guess I won't be claiming the $1500 I had to pay Air NZ to get home. They're a bunch of shockers. Yet we all still fly with them.

I got mine within a week of emailing them.. How were you speaking to them? Phone? Email?

 

[Mgjdubs]

I got mine within a week of emailing them.. How were you speaking to them? Phone? Email?

I tried both.

 

[straitman]

I tried both.

Try www.qantas.com/yourexperiencewithqantas

They normally respond reasonably quickly.

 

[TonyHancock]

Now I'm battling to have my BA codeshare flight from MEL-SYD recognised. Does it all really have to be this hard?

To follow up........

After my missing points claim was rejected (!???!!!??) I had to call the premium desk. The CSA sorted the latest farce out within 24 hours. I have my points and SC's now! There are some CSA's at QF who really do seem to care.......just don't tell QF management though I suspect they would want to track them down and replace them with computers that say no!!!!

Try www.qantas.com/yourexperiencewithqantas

They normally respond reasonably quickly.

....although it is all relative. I have to say that four months was not as quick as I'd have liked and a generic sorry about your experience letter was not quite what I was looking for!

 

[nlagalle]

To follow up on a recent email I sent to Qantas about the Priority boarding fail (where the FA told everyone to move into the priority lane). I came into work to find a letter from Qantas apologising for what happened and that the feedback had been passed on. Also included was a $100 travel voucher! So it has taken a couple of weeks but i pretty good and unexpected outcome.