Qantas Promises to Fix Ongoing Reward Flight Ticketing Failures

[jrfsp]

Hmm.

How about international?

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

In terms of % of flights definitely, on time performance / cancellation rate is shocking. Over promise and under deliver.

Today's Qantas email "Getting back to our best" conveniently doesn't report on intl stats only domestic.

 

[exLXCXFF]

but just confirms that this is a publicity stunt that doesn't address any of the underlying problems

thanks - exactly what I said about 5 pages ago!

 

[joda]

Good point.
Not much help if they get an email come in and it takes them a week to respond!

i lodged an email monday… still no reply. worse still no acknowledgement of my email either. surely a bot should be programmed to
say my enquiry was at least received.

Post automatically merged: Feb 5, 2023

Anyone got a response from this email address yet?

nope

 

[ValWhellens]

No response to my 31 Jan email

 

[1022]

It’s pretty poor form that people haven’t seen responses after up to a week - but not unsurprising given QF’s general disdain for passengers at present.

Has this email address been advertised or circulated outside of AFF? Are they that overwhelmed by people from this site alone whose OWAs and other trips have been buggered up that they can’t cope with the volume? Or does QF simply not care enough to implement and resource this initiative properly?

 

[exLXCXFF]

Has this email address been advertised or circulated outside of AFF?

Yes - definitely. Saw it on most Facebook pages that are related to points collecting. It also seem to have sparked some people to think about and understand the issue at hand to then just discover that they are impacted… (incl a few CX & QR examples where flights long disappeared )

 

[RooFlyer]

Saw it on most Facebook pages that are related to points collecting.

That's good, but I'd be interested to know if Qantas has actually released or advertised this 'help' tool themselves, to the general public. Or is it just for those 'in the know'? The ?thousands of others affected, not on these sites, can just eat cake?

If its not a publicly available facility, its just window dressing and disingenuous.

 

[RichardMEL]

Bit poor they couldn't even setup an autoreply form saying the email was at least received. A 10 year old could set that up.

Anyway I suspect that mailbox has probably been totally bombarded (a sad reflection on all the issues) and then massively spammed (though QF should have protections in place...)

not an excuse for no response in near a week, but I imagine it's been swamped totally. QF may come out and admit some "surprise" (lol) at the amount of email received. Hopefully the AFF Team hear something back regarding this they can relay.

 

[HSB44]

I bet someone in the Qantas PR department is angling for a big bonus this year.

Unfortunately I find it hard to believe anything will change

 

[HSB44]

QF may come out and admit some "surprise" (lol) at the amount of email received.

What?? How could this be?
Our fearless leader AJ told us that all the metrics proved that everyone was happy???

 

[HSB44]

The creation of this dedicated team I think is an excellent initiative and ideally will be a permanent inclusion to QF staffing.

Sorry, maybe I'm being too cynical, but until it's proven otherwise then I'm fully expecting that this new expert, dedicated team has been 'mobilised' by placing a few laptops and headsets in the chimpanzee enclosure at Taronga zoo to see if they can come up with better customer service outcomes by just randomly smashing the keyboard 24/7 with bananas.

(no disrespect to the AFF team whose advocacy efforts are much appreciated)

 

[SydneySwan]

This thread is called

Qantas Fixes Ongoing Reward Flight Ticketing Failures​

I am increasingly uncomfortable with the word fixes because there is little evidence that this is the case. Is this more accurate?

Qantas Fixes Acknowledges Ongoing Reward Flight Ticketing Failures​

 

[Guvner]

You spelt Pays Lip Service incorrectly

 

[SydneySwan]

Qantas Fixes Acknowledges Pays Lip Service to Ongoing Reward Flight Ticketing Failures​

 

[Captain Halliday]

This thread is called

Qantas Fixes Ongoing Reward Flight Ticketing Failures​

I am increasingly uncomfortable with the word fixes because there is little evidence that this is the case. Is this more accurate?

Qantas Fixes Acknowledges Ongoing Reward Flight Ticketing Failures​

Also, “fixes” as used in the thread title implies the underlying issue has been resolved.

Which it clearly hasn’t.

All that’s happened is QF opening an additional avenue of complaint when OWAs aren’t ticketed.

Even if every PNR sent to this email was somehow ticketed immediately, “fixes” would still be inaccurate.

The very existence of the email address is an admission the system remains broken.

 

[SimonR32]

So I may have had some traction, not sure if it's from the email or because I message the Qantas facebook (although they finished the facebook conversation with essentially "we can't help you") so I'm going to assume it's from the email.

Only issue now is it's still not ticketed and they've got me booked three different times to Honolulu. Twice on the 16th on the same flights (one imbedded in the Saturday 14th sectors, same flights again on the Monday the 16th sectors) and then again the flights they moved and confirmed without my approval on the 17th...

So I'm currently flying twice on the same 2 flights and then again the same route the next day, hopefully someone just deletes the second two lots of flights and tickets and I'll be sorted.

 

[HSB44]

So I may have had some traction, not sure if it's from the email or because I message the Qantas facebook (although they finished the facebook conversation with essentially "we can't help you") so I'm going to assume it's from the email.

Sometimes the Facebook post can help get traction even if they don't solve your problem directly - i think they log it and refer it to someone who calls you back. They don't my necessarily get someone from Hobart to call you back who can actually fix the problem... But at least you get some contact.

 

[futurebeans]

In response to my Jan 31 email, I have received a call from a call centre in NZ, who was friendly, patient and did everything she could to help with my issue. For those who have an email to escalations, there is hope!

 

[anyonebutqantas]

Happened to me when a family member was stranded at El Al check-in counter in BKK on a ticket originally booked 6 months ago. Had to call to sort it out and the ticket number came through only 7 minutes before check-in closed.

 

[SOPOOR]

In country like Japan, the top management would have resigned.
Unfortunately, in Australia top management would hang on to their post.

they would get a pay rise for fixing a problem, they caused