QANTAS support

[cgraus]

Hi all. I'm new to these forums, so I hope I am in the right place

I am increasingly flying to the US, on average every couple of months. Until now, I've vacillated between airlines based on price, but having found that United is a nightmare, and carriers like Air New Zealand are great, but I'd rather fly direct and just get home, I decided to get serious about being a regular QANTAS passenger. So, I called their frequent flyer line and asked how much I could back claim if I joined. They said six months. Now, if they had said a year, I would have joined, but as it was six months, I had not flown QANTAS in that time, so I left it. The next time I flew, two months later, I came back, and called to join and back claim my two flights. They told me the period was 30 days. I explained I'd been told otherwise, they told me that was bad luck. So, I didn't join, and sent a letter of complaint, expecting that if I hadn't joined yet, they may try harder to get me to. That was 3 months ago. I ended up joining before my 30 days ran out on the second flights, making clear on the phone what had happened and that I was still going to avoid QANTAS for their poor service. I have emailed them three times. I have emailed the general complaints people twice and both times they have told me they have instructed the frequent flyer people to contact me, but they have not. As far as I can see, if they told me something, they should honour it, but they seem not even to care enough to send me an email telling me to go away. Does anyone have any advice as to what else I can do to pursue this ?

On the other hand, seeing as I intend on avoiding QANTAS if I can't resolve this, can anyone suggest a good carrier for someone who flies to the US regularly, both in terms of the airline itself and in terms of the milage plan ?

 

[Travel Guru]

Unfortunately, irrespective of whether they told you 6 months or now, due to the increasing number of dishonest people, willing to push things because they figure companies will just bend, unless you can provide some sort of further evidence such as the name of the person you spoke too, I can appreciate why they aren't willing to provide what you see as good service.

I would recommend always taking a note of the time and date, as well as the name of the person you spoke too, at least that way you've got some recourse and will avoid being disappointed by their service in the future.

TG

 

[cgraus]

I can see this, broadly speaking. But, in this instance, the facts are that I *did* fly with them, I can prove that. Even if I was being dishonest, it's still the case that I flew with them and that I earned those points. I don't see what they'd have to lose in giving them to me. It's plainly part of their marketing plan, whatever I would get back was obviously built into the price of my ticket. The points would get me $120 worth of flights, they have already lost one Melb-LAX return flight from me because of this, and will lose another before Xmas. So, it just seems dumb on their part, in my book.

 

[Travel Guru]

I can see this, broadly speaking. But, in this instance, the facts are that I *did* fly with them, I can prove that. Even if I was being dishonest, it's still the case that I flew with them and that I earned those points. I don't see what they'd have to lose in giving them to me. It's plainly part of their marketing plan, whatever I would get back was obviously built into the price of my ticket. The points would get me $120 worth of flights, they have already lost one Melb-LAX return flight from me because of this, and will lose another before Xmas. So, it just seems dumb on their part, in my book.

Actually you didn't earn the points because you weren't a frequent flyer member, and to run with your logic that they should just give you the points, where do you draw the limit, should you be able to claim them 12 months later, 18 months later, 5 yrs later.....rules are there for a reason, to draw a line in the sand, and if they make an exception for one, they have to for everyone.

I do believe you when you say they told you 6 months, unfortunately unless you can prove it then youve just got to take it on the chin.

TG

 

[cgraus]

Yes, that's true. What I mean is, whatever benefit I get, is part of their business plan. If they had said I needed to have my renewal come up a month earlier, I'd have accepted that.

I see what you're saying, but by the same token, I regard their response ( which has been largely to ignore me ) to be a good sign that QANTAS are a good company to deal with, so long as nothing goes wrong. As soon as it does, their fault or not, they could care less. I mean, they have not answered my emails at *all*

 

[Keith009]

With regard to your other question - you could sign yourself up to AAdvantage, and book yourself on American Airlines flights to the US operated by Qantas. That way you do avoid Qantas as you're technically an AA customer.

In the meantime you could sign up to the AA Platinum challenge which grants AA Platinum/oneworld sapphire status after accruing 10 000 Qpoints on AA flight numbers within 90 days. A return SYD-LAX-SYD booked on the AA flight numbers in discount economy ( H, K, M, L, W, V buckets) will do the trick.

You'd find that AAdvantage has one of the better earn/burn ratios amongst oneworld programs. You did not mention your class of travel, but you do get 100% award miles even in discount economy on AA flights (including codeshares operated by QF). Platinum status will give you a further 100% bonus.

It is also a good idea to sign up to the mileage plan before actually flying...

 

[cgraus]

Thanks - I end up flying a lot of American inside the US anyhow, so I think I should do that.

I really liked Air New Zealand, but the extra time it adds to the flight just isn't worth it, and Sydney airport is a nightmare, I'd much rather fly out of Melb ( my port of origin is Hobart ).

 

[straitman]

Thanks - I end up flying a lot of American inside the US anyhow, so I think I should do that.

I really liked Air New Zealand, but the extra time it adds to the flight just isn't worth it, and Sydney airport is a nightmare, I'd much rather fly out of Melb ( my port of origin is Hobart ).

cgraus,

In your situation this sounds like a really sound idea. All the info you need can be found here:

http://www.frequentflyer.com.au/community/american-airlines-advantage/aa-platinum-challenge-mileage-8595.html

 

[NM]

Perhaps with so many complaints before joining the program, they have decided you could be a high-maintenance member and as such not worth pursuing .

The 30-day policy is clearly indicated on the web site membership joining page which can be found here, so I don't think you are going to win the fight to have any greater recognition. The reason they have such limits is because they need to verify not only that you took the flights (easy to do) but that you are not scamming them by claiming the same flights that have already been used for credit in another airline's FF program.

 

[cgraus]

Well, I only became high maintenance because no-one was interested in helping me.

I now know what the website says, but I expected that if I called someone there and asked, I wouldn't have to go on the web to double check. Why do they have phone support at all in that case ?

I hadn't thought of that angle, but I realise in general that they need some sort of limits. As I said, even if they had bothered to email me back to say 'sorry, get stuffed', I wouldn't feel that I'd been treated with the obvious contempt that is the only way I can describe their just totally ignoring me.

 

[Platy]

Well, I only became high maintenance because no-one was interested in helping me

It is my personal experience that Qantas can be extremely helpful one day, totally arrogant another and can provide mis-information. This can happen if you are an infrequent flyer and also if you a regular on high status level. In your case it seems they have not only given misleading information, but also undertaken to contact you and then haven't followed through.

Perhaps they don't deserve your business and the AA option has merit, especially if you are travelling in the USA and prepared to use AA there.

As you travel regularly travel on the OZ-US route, which is about to experience greater competition with the launch of the Virgin services you would think QF would try a little harder.

 

[cgraus]

Yeah, Virgin would be my preferred carrier once they start up. Or, at least, I would give them a chance to become my preferred carrier, I've travelled Virgin a lot within AU and never had any complaints.

 

[simongr]

Doesnt it depend on what you want from a carrier? The seat, the soft stuff, the program or the onground service? You obviously have been done over by the QF call centre and there is no apology for that but if you are going to be making frequent US trips then it might worth considering the AA route and flying QF. We currently dont know the hard product on the new Virgin Aircraft or the target market. It is a big decision to turn on QF completely after a couple of gaffs.

What I dont understand is why you didnt just sign up for the QFF program before you flew?

 

[cgraus]

Obviously, like I said, I would fly Virgin a few times and see how it went, but if it went well, I'd be very happy to make them my preferred carrier. If it sucked, I wouldn't sit in a lousy plane for the sake of pride. In my experience, the US airlines are the worst precisely because their planes are so old, so I'd imagine that Virgin, with new planes, would be pretty decent.

The honest truth is, I called to join, was told I could back claim 6 months and I was sufficiently broke that it seemed like an attractive option to hold onto the joining fee for a couple of months. I'm starting a new company, travelling a lot, there's a lot more going out than coming in right now.

As for turning on QANTAS, again, my core concern is that they have not contacted me at *all*. My feeling is that when something goes wrong, you find out how good a company is. Samsung, for example, are big in my book because of how they reacted when the monitor I bought from them blew up. Based on what I've experienced, I would avoid QANTAS because it seems likely that if anything goes wrong for me on a QANTAS flight in future, they will do nothing to help me. It's not about the points, or the incompetent staff, it's about the complete lack of giving a damn about someone who is at least a reasonable size piece of business for them. I'm sure many of you fly more times a year than I do, and I'm sure they can exist without my business, but if I am going to spend at least $15000 a year with them, I don't see how that is to be ignored or treated with distain.

 

[straitman]

As for turning on QANTAS, again, my core concern is that they have not contacted me at *all*. My feeling is that when something goes wrong, you find out how good a company is. Samsung, for example, are big in my book because of how they reacted when the monitor I bought from them blew up. Based on what I've experienced, I would avoid QANTAS because it seems likely that if anything goes wrong for me on a QANTAS flight in future, they will do nothing to help me. It's not about the points, or the incompetent staff, it's about the complete lack of giving a damn about someone who is at least a reasonable size piece of business for them. I'm sure many of you fly more times a year than I do, and I'm sure they can exist without my business, but if I am going to spend at least $15000 a year with them, I don't see how that is to be ignored or treated with distain.

cgraus,

Have you actually told this to Qantas in these terms? ie firm but polite. This is more likely to get a response (in my opinion) than any other way.

 

[cgraus]

Yes, this post pretty accurately reflects the tone and content of my comments to them on the phone and in my many unanswered emails.

 

[straitman]

Yes, this post pretty accurately reflects the tone and content of my comments to them on the phone and in my many unanswered emails.

All I can say then is 'good luck' :!:

 

[serfty]

I believe I know what may have happened here.

Until earlier this year Qantas FF would accept such back dated enrollments for up to 6 months in the arrears. This was not specifically documented - the web page indicated no such provision (whether for 1, 6 or 12 months). If you search on this forum for threads on this matter, ISTR some here last year and perhaps early this year.

Sometime this year, maybe 5 months ago (?) the web page was updated to reflect a specific 30 day policy.

I believe the OP was caught in the cusp.

 

[Platy]

I Sometime this year, maybe 5 months ago (?) the web page was updated to reflect a specific 30 day policy. I believe the OP was caught in the cusp.

Perhaps, in that case, QF should give a little bit more credibility to the customer, rather than ignoring th issue.

 

[cgraus]

My point exactly.