QF Feedback

[justinbrett]

Your complaint was not earning points and SCs on DJ, not a lack of international partners, given the tie up with SQ/AirNZ and Delta recently not to mention Etihad as well as their Virgin family alliance , I think point is moot regardless.

I meant I didn't earn QF points and SCs.

I don't think you can compare the VA international arrangements with the entire oneworld alliance. If VA are serious about being a full service airline, they will have to pick either Star or Sky at some point.

 

[Jobu]

The problem with QF feedback - infact QF as a whole - is they differeciate too much between domestic and international services.

Don't all airlines do this? (I do wish they didn't)

 

[justinbrett]

Don't all airlines do this? (I do wish they didn't)

I found BA's domestic services and intra-Europe services comparable to their long-haul services.

AA's services are both consistently awful.

 

[Jobu]

I found BA's domestic services and intra-Europe services comparable to their long-haul services.

AA's services are both consistently awful.

I find BA's domestic and European service completely different to its long haul service, especially in business class.

 

[djfuzz]

As for QF my last question went unanswered and the cost to QF was a premium economy flight to the UK. Emirates won out. MrsH sans PG status opted for Emirates.

That sucks royally - by how many days did you miss the enhancement cut-off?

Were you maintaining or attaining PG? If the former, given the latitude they give to requalifying members at various thresholds, I would have thought it a bit harsh...

 

[obrienja]

I find BA's domestic and European service completely different to its long haul service, especially in business class.

I've found BA to also be remarkably consistent across the European/longhaul economy and business products. The onboard service has been typically poor, grumpy stuff, dirty planes, less & less food as time goes on and no feedback when the slide in standards is highlighted. As someone else said flying on other airlines makes you appreciate some aspects of Qantas - but that doesn't mean they're not faultless.

 

[TonyHancock]

That sucks royally - by how many days did you miss the enhancement cut-off?

Were you maintaining or attaining PG? If the former, given the latitude they give to requalifying members at various thresholds, I would have thought it a bit harsh...

Qantas was absolutely within the rules. I was 17 days past the enhancement date. I was attaining PG again - I had one year of being comped and one year of scraping into WP thanks to the GFC. At the time of the enhancement I had, and still have flights booked with QF that would take me to 2600 SC's. Having spoken to a CSA, who said my travel was outside the window QF was allowing,I used the feedback form to question the decision on 23rd May and received no response at all. I haven't bothered following up because it is irrelevant now. The 2400 SC level will be reached on 30th.

On another note.

I received my new WP card for next year with a letter dated 9 June 2011.

"Congratulations. We're delighted that you've flown with us enough this membership year to retain your Platinum membership, which is now valid until 31 July 2012. It's our way of thanking you for your continued support of Qantas. Jetstar Airlines and oneworld alliance airlines."

What I'm trying to understand is what they are giving me as this thank you. As I see it I have earned nearly double the status credits required to retain WP status for my next year. So by rights this is not a "gift" from Qantas, but what I have earned, in line with the terms and conditions of the program.

I am not expecting or asking for a gift, I just think this is poor communication. It reads like I should be grateful for this "early comping" of status. Maybe I should just be grateful they are allowing me to be a WP next year!!!

 

[JetLagged]

I find BA's domestic and European service completely different to its long haul service, especially in business class.

I most definitely concur with that - I have flown BA domestic a few times , in both economy and Business - and thought I was in an economy seat each time. Flew London to Glasgow from City Airport (thought for a change - and they had business flights) - thought I was in an all-Economy plane. Flew with BA intra-Europe, marginally better, but BA ground staff were snootish and rude - and their ground handling was shocking!

 

[dfcatch]

I'm going to eat my words and give credit where it's due.

I just had a very nice lass from Customer Care call me regarding my "concerns regarding lack of response to my feedback", and her concern that she "couldn't find my feedback in the system".

After a pleasant enough discussion it was concluded:

- My previous series of feedback submissions to which I was unhappy about the lack of response must have been addressed to the Frequent Flyer Service Centre rather than Customer Care. Customer Care was not aware of my feedback - both positive and negative.
- Customer Care has given me their direct contacts.
- Customer Care will follow up on all of my issues (most of which are now non-issues).

So - in fairness - I will give QF credit on this one as it seems that at least one area of the company is concerned with "responding to Platinum-member issues as quickly as possible".

 

[JohnK]

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!

I generally do not pre-allocate bassinet seats and I have voluntarily given up my seat so a mother can sit next to her daughter and husband.

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...

I do get the occassional form response but most times, and I do not believe I am getting special treatment, Qantas customer care calls me to discuss the feedback and resolution. I also do not believe it is the customer service agents fault that nothing is resolved but they do try hard with limited resources.

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

I have received several vouchers from Qantas and each one had to be used at a Qantas travel store. I have called them and made a booking, with service fees waived and red e-deals available, and then sent them the voucher through the mail. The credit card fee is also avoided when booking this way.

 

[smarty11]

I have received several vouchers from Qantas and each one had to be used at a Qantas travel store. I have called them and made a booking, with service fees waived and red e-deals available, and then sent them the voucher through the mail. The credit card fee is also avoided when booking this way.

Interesting.. how did you manage that? I have only ever tried once to be told tersely that it has to be used in the store...

 

[JohnK]

Interesting.. how did you manage that? I have only ever tried once to be told tersely that it has to be used in the store...

I told them that I could not get to the store (I believe it is located somewhere in downtown Sydney and I was working in Castle Hill) so they asked me to read out the number on the voucher and to mail it to them.

 

[Vinny]

Have been waiting for a year now for a promised compensation voucher from QF. An email 11 months ago enquiring about the voucher resulted in a terse email replying it had been sent, so there and get off my back! Is the voucher QF travel related?

Are the vouchers made to a particular name or just an address so could it have gone missing or ending up in someone else's mailbox? Is it worth following up or just putting it down to a QF 'stuff you and get off my back' phone call and email? This incident with a poor FA and equally poor customer service has persuaded me to change airlines and alliances so perhaps they should be asked if they care, because I as a customer do care.

 

[JohnK]

The voucher looks exactly like the old paper tickets. It is made out to a name and address with a unique reference number and I believe can be used to pay for any Qantas services.

With the unique reference they shoul be able to tell if someone has redeemed it otherwise they should really issue you with another voucher. Good luck.

 

[N860CR]

There have certainly been big cut backs in customer care over the last few years. I've only contacted them a few times over the years, but when I first reached SG (maybe three years ago) there was a 48 hour turn around for premium customers. The last time I contacted them (a few months ago) it took seven weeks to receive a phonecall from a rude and disinterested woman who didn't even fully read my feedback (she went to hang up on me without mentioning the main complaint I'd raised!)I followed that one up and finally got an actual written response from someone, but as usual it did little to address my concerns. Worse still, the "resolution" was a total lie. I've basically given up on customer care at QF. If I have a bad flight, I'll just wear it because it's not worth the frustration of dealing with them. Of course, the problem with that is that the bad egg staff at QF know this is going to happen, so the motivation to do their job properly disappears a little.