Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[Mr H]

So, just like when a customer's ticket disappears, and the customer isn't notified, the ticket will re-appear and they'll still be in the dark?

LOL

I'm not saying the non-reply is good - I was just noticing a theme where people were saying they'd had no reply and it was too late anyway as their long-running problems had suddenly been solved.

 

[FishFood]

Anyone got a response from this email address yet?

No response but my ticket was issued, that turned out to be the opposite of what I requested as I had booked a separate ticket successfully due to the previous issues

 

[1022]

Imagine how much the share price would increase for shareholders if the core customers of QF, i.e. passengers on their airline were to receive customer service in line with expectations? It's a no brainer that a concerted effort towards improving CS would show in ticket sales and overall satisfaction.

Sadly shareholders benefit most the harder passengers are scr3wed by senior management. Fewer competent staff answering phones (or working in engineering, or on airport counters -RIP - or decent food for dinner etc) means more profit and more executive bonuses.

 

[Js015]

I sent email 3pm AEST Monday and no response yet, nor has my flight been ticketed

 

[Freq Flier 2013]

Sadly shareholders benefit most the harder passengers are scr3wed by senior management. Fewer competent staff answering phones (or working in engineering, or on airport counters -RIP - or decent food for dinner etc) means more profit and more executive bonuses.

Shareholders benefit until something happens to a flight due to mistakes with maintenance or engineering and then lawsuits galore. There is always a lag after cost cutting, reduced competence and things going wrong.

 

[SydneySwan]

I'm not trying to be a Pollyanna, but is it possible that the email service is responding by fixing tickets rather than sending replies?

I won't discount the possibility completely but Qantas under AJ is all about the PR. We don't call him 'Alan from Marketing' but we easily could.

 

[RooFlyer]

There is always a lag after cost cutting, reduced competence and things going wrong.

Exactly. By which time the CEO has bolted with his accrued bonuses and its left to the next poor incumbent to pick up the pieces.

 

[Flyfrequently]

Indeed.
If Royal Jordanian and CMT can show ticket numbers on their site, then QF can too. It's just an Amadeus field which any web designer should be able to insert into the screen display. Not rocket science.

Me too.
Until such time as I am comfortable these issues are ironed out, then I will be delaying any OWA bookings.

For pax travelling some time away, lets say Aug, Sept or later what checking interval should they be doing to see if any cancellations have happened behind the scenes? Daily (not gonna happen), weekly (might happen), monthly?

We are due to fly CR BC September to Europe, I do check Qantas app every few days to check for changes - so far since booked in October, have had 6 flight schedule changes.
Have called each time to ensure new e- ticket issued. All due to KLM re routings, our 31 hour journey is now 44 hours!
But is good to know there is an escalation email and improved dedicated team.

 

[Mr H]

All due to KLM re routings, our 31 hour journey is now 44 hours!

Yay! I find that schedule changes usually force me to simplify my routings.

 

[Flyfrequently]

Yay! I find that schedule changes usually force me to simplify my routings.

That's the plan Mr H, and as it is still 6 months away, will wait to see what evolves.

 

[gfraser]

72 hours since I emailed the new ” Saviour” address and no response yet!

 

[gfraser]

Maybe the system is improving.
Yesterday I got a call from SA to confirm a time change. She eventually hung up on me and today I called again and requested a ticketed itinerary. Within 3 hours it arrived.
I don’t know if it was the email or just luck but after numerous calls over several weeks - all done.
There has been no indication that the email worked - but hey

 

[exLXCXFF]

I won't discount the possibility completely but Qantas under AJ is all about the PR. We don't call him 'Alan from Marketing' but we easily could.

He just dropped his own praise on Linkedin

Alan Joyce on LinkedIn: OP-ED: GETTING QANTAS BACK TO ITS BEST - ALAN JOYCE, CEO | 163 comments

Qantas has been the most on-time of the major domestic airlines for five months in a row. Our service levels – bags, cancellations, catering and the call… | 163 comments on LinkedIn

www.linkedin.com

so you are spot on!!!

 

[encryptededdy]

He just dropped his own praise on Linkedin

Alan Joyce on LinkedIn: OP-ED: GETTING QANTAS BACK TO ITS BEST - ALAN JOYCE, CEO | 163 comments

Qantas has been the most on-time of the major domestic airlines for five months in a row. Our service levels – bags, cancellations, catering and the call… | 163 comments on LinkedIn

www.linkedin.com

Hmm.

We’ve been the most on-time of the major domestic airlines for five months in a row. Our service levels – bags, cancellations, catering and the call centre – are back to what customers expect from us. And we’re working to make it better.

How about international?

Wouldn't be surprised if Qantas is the least on-time of the major international airlines serving Australia (after Jetstar).

 

[Mr H]

Wouldn't be surprised if Qantas is the least on-time of the major international airlines serving Australia (after Jetstar).

When I flew last year, UL was not even pretending to follow a timetable. My own flight was hours late leaving Melbourne and diverted via SYD as they had combined flights. Flights were cancelled all over the place and seemed to operate on a schedule that did not follow regular days of the week.

 

[mx838383]

I sent my email on Monday and still no response. Anyone else got a reply yet ?

 

[et76]

Never got a reply but it appears my email worked. Booked Jetstar Business seats for my family of 4 on 25th Jan on the Qantas website as a classic reward booking. Taxes charged but no points deducted or tickets issued. Made a few calls with no success.
Sent my email on 31st Jan and that day points were deducted. Today I got a call from Qantas letting me know that my flights had been ticketed and my e-ticket would be in my email soon. Sure enough a few minutes later my e-ticket arrived. I can't believe that someone from Qantas actually called me to let me know.

 

[boko56]

Has anyone had any response from the email address yet?
If so how did it work out?

 

[SydneySwan]

He just dropped his own praise on Linkedin

Alan Joyce on LinkedIn: OP-ED: GETTING QANTAS BACK TO ITS BEST - ALAN JOYCE, CEO | 163 comments

Qantas has been the most on-time of the major domestic airlines for five months in a row. Our service levels – bags, cancellations, catering and the call… | 163 comments on LinkedIn

www.linkedin.com

so you are spot on!!!

Lots of contrary comments being expressed on LinkedIn to AJs opinion piece.

 

[CaptainCurtis]

Well here's an update for y'all. I just received a call from an agent in Hobart, who confirmed it was in relation to the emails I sent to the new escalation team on Monday (5 days ago). Straight up, she knew the call was a waste of time (she could see I had managed to resolve my issues and she knew that with a 5 day turnaround time, an unticketed flight would have dropped off by now), but she nonetheless wanted to close the loop which I appreciated.

I joked that it would have been great if I could get through to her directly, instead of wasting days with Fiji and Cape Town. We then discussed this latest escalation email/team, and she flat out said "I know these calls are recorded, but I don't expect this process will make any difference". I won't provide her name, as she was well-intentioned, but just confirms that this is a publicity stunt that doesn't address any of the underlying problems.

@AFF Editor perhaps time for a follow-up with Qantas?