Qantas unresolved complaints

[TJM]

Initially I lodged this concern on 30 April. Seems now almost 3 months later Qantas are asking if customers are still concerned? This strategy is not service focused. It seems to reflect the loss of customer focus.

 

[RooFlyer]

Initially I lodged this concern on 30 April. Seems now almost 3 months later Qantas are asking if customers are still concerned? This strategy is not service focused. It seems to reflect the loss of customer focus.

This has been reported by others, too. Pretty pathetic isn't it? "Now we have put you on hold for X months, we are hoping you'll just go away and not bother us."

"Loss of customer focus" is putting it mildly!!

 

[TheInsider]

So just reply 'Action Required'.

 

[TJM]

Thanks Yes I did - but wondering if other fFF got similar SMS.

 

[AIRwin]

Thanks Yes I did - but wondering if other fFF got similar SMS.

I received it in an email instead of SMS

 

[RooFlyer]

So just reply 'Action Required'.

Problem solved!

Thanks Yes I did - but wondering if other fFF got similar SMS.

Yes, someone else posted a shot of the same message as you, but can't find it now, sorry. may have been posted in any number of threads.

 

[AIRwin]

Yes, someone else posted a shot of the same message as you, but can't find it now, sorry.

This?

No Catering - Domestic J

6 weeks ago would've been due to the high covid numbers in DNATA catering and their sick leave. What's the new excuse now? Are they back to just saying general COVID safety measures? 😂 I think it’s the principle? It will cost QF far more than 5000/$20 to arrange compensation. In terms of the...

www.australianfrequentflyer.com.au

 

[RooFlyer]

This?

No Catering - Domestic J

6 weeks ago would've been due to the high covid numbers in DNATA catering and their sick leave. What's the new excuse now? Are they back to just saying general COVID safety measures? 😂 I think it’s the principle? It will cost QF far more than 5000/$20 to arrange compensation. In terms of the...

www.australianfrequentflyer.com.au

That's the one

 

[Vic]

So just reply 'Action Required'.

Thanks ...

Just ignore the lack of customer focus and in fact pander to Qantas' lack of focus.

 

[odysseus]

Not defending the underlying poor service in any way. But given there are cases so many months old, it's likely that <some number> have been resolved in other ways after this time. And in that respect beneficial to clean those up for those still waiting, which this achieves, rather than spending time investigating and responding when no response is now required.

So it shouldn't have gotten to the current state, but I wouldn't criticise this action itself.

 

[jakeseven7]

Not defending the underlying poor service in any way. But given there are cases so many months old, it's likely that <some number> have been resolved in other ways after this time. And in that respect beneficial to clean those up for those still waiting, which this achieves, rather than spending time investigating and responding when no response is now required.

So it shouldn't have gotten to the current state, but I wouldn't criticise this action itself.

Yup, I had a missing status credits posting from another carrier that was resolved months and months ago - and I got this email.

So I suspect there has been a recording glitch at some point and they are drawing a line under it.

 

[RooFlyer]

If some sort of email after so long is required or justified, they really should make The default position to continue the complaint process and allow you to opt out of it rather than having to opt in to continue it. That would be putting the customers interests first. But hey, you know ...

 

[bussyboy]

Would be interesting to see the reaction time from this confirmation to a human contact to resolve! looking forward to seeing one of these emails soon

 

[odysseus]

If some sort of email after so long is required or justified, they really should make The default position to continue the complaint process and allow you to opt out of it rather than having to opt in to continue it. That would be putting the customers interests first. But hey, you know ...

If you are still wanting an answer it's not a difficult task to reply the two words. OTOH, making people reply to remove themselves means some people not needing a response but ticked off will just 'not bother' as punishment, plus leave all those who don't care any more as the issue is resolved so not bother to read the email also leave their requests open. With the result that they would not clean many up at all. Whereas those who are concerned to hear back will be reading, and therefore replying.

Essentially it does force those who want a reply to take action, as easy as it is. I agree it's not 'nice' to get such a message because they've let things get to this point, but in terms of giving the quickest response to those genuinely still waiting, it's the best approach to take.

 

[Zanzara]

'Unprecedented' because QF chose to ignore the complaints until it turned into a Tsunami that they couldn't ignore any more. They now have so many they don't know where to begin. And in true QF style they turn on their customers with an automated response asking if they still want to complain. They can then filter out as many as they possibly can.

 

[antycbr]

'Unprecedented' because QF chose to ignore the complaints until it turned into a Tsunami that they couldn't ignore any more. They now have so many they don't know where to begin. And in true QF style they turn on their customers with an automated response asking if they still want to complain. They can then filter out as many as they possibly can.

If I ran my IT department this way I’d be fired.

Qantas has plenty of money and access to CRM tools to manage this work.

 

[Guvner]

Qantas has an IT department?

 

[RooFlyer]

Qantas has plenty of money and access to CRM tools to manage this work.

Are you thinking of the millions of JobKeeper $ they trousered while laying people off?

 

[bussyboy]

Unexpected bump: I'd a few complaints relating to a trip in April 2022: misleading operator statement when wanting to change a Classic Reward flight during the trip, later to be told t&cs meant i wasn't entitled to points refund...

Last I'd thought about this was 9+ months ago, thought the complaint fell on deaf ears, but today the points from the sector not flown have been refunded!! No email at this stage, but I'm happy if this sticks!

The booking reference on the transactions today looked familiar but took some work to figure what it related to