QF Feedback

[alieninperth]

This is not really a rant, I am just intested to hear the experience of others, or what they think.

I flew with Mrs and Jr recently from Mel to Per. Our flight experience was not great. Neither was it terrible.

My feedback was about the IFE (not working properly), sub-optimal use of available facilities (2 bassinets in Y, 1 being used by a baby the other not able to used as a single male traveller was seated in front of it [6 babies {requesting bassinet} on the flight in Y according to cust. serv in Mel]) and general left hand not knowing what the right hand is doing.

I should point out that I did not ask for anything, nor did I expect anything, apart from acknowledgement.

After the generic email, QF finally got back to be and gave me 2 passes to the QP. Fantastic I thought, now I wonder what the letter says.

I am not quoting but the letter ran along the lines of 'blah, blah, strive for excellent service, blah, sorry disappointed, blah, 2 passes for QP fly with us soon, blah'

I am slightly miffed that the letter I got did not mention any of the issues that I raised. It felt like a 'cough* off, have a feed and a beer and stop bothering me' letter.

If anything, the response to my feedback made me more angry/disappointed that the reason to give the feedback.

I suppose my questions are:
1) Is this normal, and
2) If it is, why is it so cough, and
3) Do they actually want feedback.

I would have been more than happy with a letter that addressed each of the things that I raised. Maybe I am alone in thinking that good customer service is more that giving stuff away.

Thoughts?

 

[TheInsider]

Well based on the Bassinet seat allocations, i know a fair few of WP's, SG's choose these seats and think they are entitled to them, so there would maybe be issues with staff moving them to sit a baby. But i have no opinion on this!
Would be interesting to know the thoughts about this on this forum!

 

[harvyk]

1) Is this normal, and
2) If it is, why is it so cough, and
3) Do they actually want feedback.

I would have been more than happy with a letter that addressed each of the things that I raised. Maybe I am alone in thinking that good customer service is more that giving stuff away.

1 - Yes
2 - See below
3 - Not really

I agree, QF should have given a response to each of the issues you raise, that said I expect that feedback is simply a couple of guys who read the letter and pick from one of 10 templates which will give most people that warm and glowing feeling, without actually forcing QF to do anything.

Most companies these days look to the bottom line, and work out exact measures of what people will put up with compared to how much money the company can save...
There is little incentive on actually improving things beyond your competitor unless those improvements will also increase the bottom line...

 

[cosi]

As a regular on the transcontinental flights, sometimes I can select the bulkhead seat but they are normally taken by CL paxs.

If my seat has the bassinet and I am asked to relocate, then I will oblige and this happen on my last trip. The senior flight crew member discreetly gave me a bottle of wine from business class as we commenced our decent into Perth and said thank you for moving.

No big deal and I always feel sorry for passenger(s) who do not get allocate the seats with the bassinet.

IMO, giving feedback to QF is useless as they do not give a s**t.

Recently I did lodged a complaint about product inconsistency through the QF web site because I had paid a higher airfare to return on a A330. 48 hours before departure the plane was downgraded to a 767:evil::evil:

I did not get "WHAT I HAD PAID FOR" was my feedback.

Several weeks later, got a call from QF acknowledging my feedback and a promise to pass my concerns onto management. Conversation lasted less than a minute because I could see it going nowhere.

 

[Undercover Brother]

If anyone expects that an email/letter response from a large corporation to not be a 5 minute edit of a template 90% of the time is dreaming...

 

[justinbrett]

I have nothing but positive things to say about QF feedback. Possibly it may be what you write (ie - make it constructive, not just a whinge).

I generally get some compensation unless it is a very minor issue. Ranges from airport retail vouchers for $50 (was told my flight SYD - MEL was cancelled, booked on next flight 30mins later. It wasn't cancelled, it was changed from 767 to 737. Told them I had no problem being moved, but did not appreciate being given false information. Suggested telling me the full truth - change of aircraft - would have been fine),

Best outcome was a $250 QF gift voucher - travelled DRW to BOM and in flight service was terrible. Had to wait 60 mins+ for each drink. However, I commended them on the service from LAX to SYD same trip, and said the DRW-BOM was not up to the normal QF intl standard, which is commendable.

I always make a point of providing feedback - someone reads it. If enough people provide feedback, something might change. I do think the key is to make it constructive critisism.

 

[ChrisCunard]

At least you got a reply. I sent an email and letter to Enirates regarding terrible service and have not heard a peep.

 

[docjames]

.

I suppose my questions are:
1) Is this normal, and
2) If it is, why is it so cough, and
3) Do they actually want feedback.

Thoughts?

1. Yes (sadly).
2. They have a CEO who is determined to turn them into a LCC. Which means downscaling customer service.
3. No (sadly).

 

[docjames]

I have nothing but positive things to say about QF feedback. Possibly it may be what you write (ie - make it constructive, not just a whinge).

I generally get some compensation unless it is a very minor issue. Ranges from airport retail vouchers for $50 (was told my flight SYD - MEL was cancelled, booked on next flight 30mins later. It wasn't cancelled, it was changed from 767 to 737. Told them I had no problem being moved, but did not appreciate being given false information. Suggested telling me the full truth - change of aircraft - would have been fine),

Best outcome was a $250 QF gift voucher - travelled DRW to BOM and in flight service was terrible. Had to wait 60 mins+ for each drink. However, I commended them on the service from LAX to SYD same trip, and said the DRW-BOM was not up to the normal QF intl standard, which is commendable.

I always make a point of providing feedback - someone reads it. If enough people provide feedback, something might change. I do think the key is to make it constructive critisism.

Some of us would prefer they fixed the problems, than give out vouchers.

 

[justinbrett]

Some of us would prefer they fixed the problems, than give out vouchers.

They would be a very stupid business to hand out vouchers (as much as $250) and not listen to the problem.

It would be a reasonable assumption if they provide compensation they will take some action.

 

[hoyo1_11]

First thread and couldn't pass this one up.

I too received a standard letter from qff customer service that really p*%#@d me off. It was in response to my feedback where I raised the issues related to seat allocation when travelling our twin infants and access to oxygen masks. I believed that my feedback was constructive, pointed out a flaw in the check in system and the deficient in the training of check-in staff.

Gave the impression that customer service is filled with monkeys.

 

[docjames]

They would be a very stupid business to hand out vouchers (as much as $250) and not listen to the problem.

It would be a reasonable assumption if they provide compensation they will take some action.

Actually, it wouldnt be "reasonable". The issues I've reported still occur. The issues you mention in your earlier post still occur.

They seem very good at paying lip service, paying off for the incident, but not fixing the issues.

 

[justinbrett]

Actually, it wouldnt be "reasonable". The issues I've reported still occur. The issues you mention in your earlier post still occur.

They seem very good at paying lip service, paying off for the incident, but not fixing the issues.

There is a difference between listening to problems and fixing them. I certainly think they are listening (they're not just handing out vouchers to anyone who writes in). I'm sure they track this and probably have some sort of trend analysis (that's how I would do it).

Taking that info and fixing the problems is another step - and I can't defend them on that one.

 

[markis10]

If my seat has the bassinet and I am asked to relocate, then I will oblige and this happen on my last trip......No big deal and I always feel sorry for passenger(s) who do not get allocate the seats with the bassinet.

I concur, and have given up my seat when I saw someone who clearly needed it! Two of the best trips I have had are with a mum and toddler beside me, one on Monday night into MEL was just a laugh with the toddler teaching the whole front cabin to blow raspberry's to the point we were all going to blow the ground crew one when they opened the door on arrival .

 

[MrJetset]

We may be the exception to the rule, but whenever I or my mother have had issues as WP we have always had phone calls in return, and for serious issues, significant vouchers ranging from $400 to $1500 (I deduced the amount depends on the severity of the issue, status and class flown). Even my father who is NB has had almost weekly snail mail exchange with QF for the last month of an issue that I consider to be nonsense, but QF seem to take his concerns more seriously than I do.

 

[cosi]

They have a CEO who is determined to turn them into a LCC. Which means downscaling customer service.

Sadly this appears to be the public perception given the recent dilution of enhancements and cost cutting with all areas of customer service.

Had a funny experience this morning with QF Premium Call Centre - yeserday my wife was sent home after having her flight cancelled at Perth Airport because of the ash 30 minutes before the scheduled department and after being told the flight would go.

No big deal - the joys of travelling.

She was travelling on an award ticket but has Silver status.

Expected to recieve notifaction from QF on when she would re-booked.

Woke this morning to receive confirmation on the news and web that QF were flying but NOTHING from QF on when she was resheduled or re booked to fly.

Rang QF premium to be told "We have too many passengers to contact individually and instead each pax must contact QF"

QF failed to inform any pax on the web site or by SMS/Email on this policy.

Indicative on the direction QF customer service is heading.

She was then re booked to travel this afternoon only to arrive at the airport and find the plane had been downgraded in the afternoon from a A330 to a 767.

I am NOT a QF basher, but being traveller loyal to the QF brand for over 30 years, its very sad to see the direction this great brand is heading.

Its clearly evident bean counters with little or no appreciation of customer service or customer loyalty are controlling the future direction of this great airline.

 

[Vinny]

I suppose my questions are:
1) Is this normal, and
2) If it is, why is it so cough, and
3) Do they actually want feedback.

Thoughts?

Along with others who have posted

1. Very normal and standard practice.
2. It's cough because QF have been getting away with diminishing customer service for some time and they think it will get a customer off their back. Hah!
3. Feedback? Nup. They only are looking for the warm and fuzzies.

I've had quite a few less than satisfactory experiences with QF in recent times and have let them know in a polite and businesslike manner. Responses range from phone calls to apologise and offering compensation which never arrived anyway, to an email expressing shock/horror/sincere apologies which has been sent to who knows how many other paying customers. All meaningless stuff.

I've been a QF FFer since around 1996 and have found myself flying OW partner airlines to keep up the SCs, along with a few short trips on QF to retain status. With what is on offer now and perhaps in the near future in the industry, I'm reassessing my travel plans and enjoying experiencing a number of other airlines. The cost savings are worth it on their own.

Perhaps Redroo might like to explain QF policy on dealing with customers' unsatisfactory experiences and what to do when feedback is ignored.

 

[medhead]

Well I might have had a feedback win this week. Phone call from qantas on Tuesday, thought it might have been about my cancelled flight, but was about my monthly domestic priority boarding feedback. Had a bit of discussion, them saying it is your benefit. I ended with "I don't really care about the priority boarding but I hate the absolute lack of control in the boarding process." first qantas flight since was tonight in SYD T3 and lo and behold, priority boarding was called and the announcements controlled the process. I also have got a space available upgrade voucher following some other feedback in April, but have no idea how using it will work.

 

[UP4014]

I've never had any issues with the QF feedback, where I have asked for an answer I have always received a phone call. I would think the people taking the feedback forward it to the relevant department but it comes to a slow stop there.

 

[smarty11]

Like many here.. I agree that current Qantas Management is well on track to dilute the great Qantas Brand.. The Service is patchy and I feel sorry for the helpless Customer Service Staff who are left to front the customers with little or no support and inconsistent policies (at times)..

Recently I had a bad experience on a flight from MEL. Send a letter not seeking compenstaion just my displeasure at the event.. after 3 months I got a letter with a $100 voucher.. Again the specific issue was not addressed.. not a general letter...

The voucher can only be used at Qantas Shop front.. which cost more money then booking online.. so no point anyways!

Overall I like the QF product and service compared to what others are offering.. but those "others" are catching up fast and with QF sliding.. I wonder how long can I keep justifying to myself to stay with QF!

A lot of responses on this thread are from WP and SG.. and if these regular flyers have issues with QF.. I hope someone other than Mr. Joyce is listening!