Whilst some of this is going to be purely my fault, I figure that service, especially for a J customer, would be more lenient/helpful.
I booked a spare of the minute flight LAX-QNE on QF in Y last month, literally the morning of departure. Having not been given the option to ODU or Upgrade on booking, I rode out the flight in relative comfort with the aide of a few drinks and lack of sleep.
Upon arriving at the LAX QP I questioned the CSA wearing a QF badge as to flight ex BNE for DWN the morning of arrival, she looked into the system and advised that my flight QF16, would be arriving 30 minutes early and to book in on the QF824 which departs BNE at 8:30. She also advised me, as my travel was to be in J, that should I miss the flight, QF would either re-route or refund the fare.
With this knowledge, I went ahead and booked a JASA BNE-DWN and arrived at 7:20 into BNE...
Problem being that the bags took over an hour to appear as I was travelling with a "baggage services" taped case.
30 minutes before my onwards flight departure, I called the QP number and advised the situation. I was met with hostility and a full blame game ensued with the line, "had you have actually paid for business class seats, I would consider doing something, but as you have used points to upgrade, well, Im not prepared to do anything." Long and the short, she cancelled my flight on request and I politely advised her of the amount of J flights I currently have with QF, some 30 off sectors, and that I would be cancelling them and moving to Vaus. She hung up....
Upon passing through customs as the last punter in the hall and advising them as to how pissed off I was, that were more than happy to send me through without questions or x-raying and told to how to find the transfer bay.
Arriving in the line at the dom transfer desk, I was met by an extremelly helpful CSA who I advised of the situation, he tapped a few buttons and said, "oh dear, dont worry about that, I have a BNE-SYD-DWN leaving in 30 minutes I can have you on and ill arrange for your bags here to go straight through and you can have a few hours in the Syd J lounge."
No questioning, no hassles, no comments, just done!!!! on the spot...
He later learned me that If i have flight problems enroute, never to call qantas, do deal with someone at the airport, which I have since done and encountered the same awesome assistance.
Today I had flights to AKL ex DWN changed enroute and qantas have since organised accomodation in sydney for the layover. Great service!
But upon discussing these changes last week, for the same flight, but a different leg change, they told me qantas will never offer accomodation for lay overs.
When will QF start getting real with there customers and try to help and not hinder?
(P.S. Will be WP by the end of this month and am hoping the premium number will help with any future headaches)
I booked a spare of the minute flight LAX-QNE on QF in Y last month, literally the morning of departure. Having not been given the option to ODU or Upgrade on booking, I rode out the flight in relative comfort with the aide of a few drinks and lack of sleep.
Upon arriving at the LAX QP I questioned the CSA wearing a QF badge as to flight ex BNE for DWN the morning of arrival, she looked into the system and advised that my flight QF16, would be arriving 30 minutes early and to book in on the QF824 which departs BNE at 8:30. She also advised me, as my travel was to be in J, that should I miss the flight, QF would either re-route or refund the fare.
With this knowledge, I went ahead and booked a JASA BNE-DWN and arrived at 7:20 into BNE...
Problem being that the bags took over an hour to appear as I was travelling with a "baggage services" taped case.
30 minutes before my onwards flight departure, I called the QP number and advised the situation. I was met with hostility and a full blame game ensued with the line, "had you have actually paid for business class seats, I would consider doing something, but as you have used points to upgrade, well, Im not prepared to do anything." Long and the short, she cancelled my flight on request and I politely advised her of the amount of J flights I currently have with QF, some 30 off sectors, and that I would be cancelling them and moving to Vaus. She hung up....
Upon passing through customs as the last punter in the hall and advising them as to how pissed off I was, that were more than happy to send me through without questions or x-raying and told to how to find the transfer bay.
Arriving in the line at the dom transfer desk, I was met by an extremelly helpful CSA who I advised of the situation, he tapped a few buttons and said, "oh dear, dont worry about that, I have a BNE-SYD-DWN leaving in 30 minutes I can have you on and ill arrange for your bags here to go straight through and you can have a few hours in the Syd J lounge."
No questioning, no hassles, no comments, just done!!!! on the spot...
He later learned me that If i have flight problems enroute, never to call qantas, do deal with someone at the airport, which I have since done and encountered the same awesome assistance.
Today I had flights to AKL ex DWN changed enroute and qantas have since organised accomodation in sydney for the layover. Great service!
But upon discussing these changes last week, for the same flight, but a different leg change, they told me qantas will never offer accomodation for lay overs.
When will QF start getting real with there customers and try to help and not hinder?
(P.S. Will be WP by the end of this month and am hoping the premium number will help with any future headaches)
