QF Platinum Desk

[pauly7]

And they're all useless!

Rubbish comment. I haven't had a problem the premium team haven't been able to sort out efficiently and politely.

 

[rechoboam]

I have had flawless service all the way from NB to SG actually. Even with no status I got thru in about 30 seconds! Maybe I was just very lucky.

 

[pshepvic]

I've generally had excellent service until a couple of months ago when I had to deal with the most arrogant and rude consultant I've ever encountered.

It was around an upgrade request on a YASA which had clearly stated at the time of booking was upgradeable, but it had booked into X class so wouldn't work online. She argued black and blue that it couldn't be upgraded despite me reading her the T&Cs from the booking and explaining countless times that it was an ASA not a Classic award.

Eventually she went to a supervisor who said I could upgrade. She came back and said "as a gesture of goodwill we will allow you to upgrade on this occasion". That statement was the one that made me the most angry so I asked for the supervisor and put a formal complaint in. The supervisor even agreed that the behavior was appalling and that it would be dealt with seriously - not sure if that actually happened, but she did sound genuinely concerned - I guess that's her job.


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[amaroo]

I've generally had excellent service until a couple of months ago when I had to deal with the most arrogant and rude consultant I've ever encountered.

It was around an upgrade request on a YASA which had clearly stated at the time of booking was upgradeable, but it had booked into X class so wouldn't work online. She argued black and blue that it couldn't be upgraded despite me reading her the T&Cs from the booking and explaining countless times that it was an ASA not a Classic award.

Eventually she went to a supervisor who said I could upgrade. She came back and said "as a gesture of goodwill we will allow you to upgrade on this occasion". That statement was the one that made me the most angry so I asked for the supervisor and put a formal complaint in. The supervisor even agreed that the behavior was appalling and that it would be dealt with seriously - not sure if that actually happened, but she did sound genuinely concerned - I guess that's her job.


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Did you get the upgrade or just the ability to lodge a request?

 

[TonyHancock]

I have to say the QF Premium desk service has been excellent over the last six months or so. I have spoken to female staff predominantly but have definitely spoken to a couple of males too.

(In fact QF's service has been so much better I have decided to risk it and have made a domestic booking with QF for next week. :shock

 

[kempvet]

Last time I called the platinum desk, the issue was referred to customer service for some reason, waited for about 20 minutes and they were surprised when they realised that I was WP, they only assumed that I was accidentally transferred to the wrong number. Guess that this can happen, otherwise I have no real complaints, and with the above issue there was a dedicated person handling the issue with prompt emails and call backs.

 

[el_rooto]

When trying to move my award flight a day earlier they have been fantastic.

Its a shame yield managment didn't want to open a seat on a flight where it was showing as:

[KVS Availability Tool 7.0.2/Diamond - Sabre: Availability/FS/US]

SYD  Sydney Kingsford Smith NS AU [YSSY]
NRT  Tokyo Narita JP [RJAA]
TUE  26 Jun 2012


Carrier    Flight  From  Depart    To    Arrive    A/C  St  Availability
---------  ------  ----  --------  ----  --------  ---  --  -----------------------------------------------------------
QF         21      SYD   21:30     NRT   06:05     744      J9 C9 D9 I2 W9 R9 T9 Y9 B9 H9 K9 M6 L4 V3 S3 N3 Q3 O1 G0 E0

Ended up doing SYD - HKG - NRT - LHR....

 

[gibbo8]

I have also noted some concerning changes in the premium desk service in the past couple of weeks. I have been trying to re-organise a MEL-FRA flight next week and despite entering my FF number have found myself on hold for 30sec to minute before being answered, then getting the premium desk answer, excellent service on one occasion, but not on the other two calls (being told that requested documents/changes could not be made, when I know from regular previous experience that they are easily possible). This has rarely happened in the past. Maybe its just an unlucky week and n=1 trials are not conclusive, but I certainly hope that the premium service continues as it is an important feature for me of WP benefits.

 

[pshepvic]

Did you get the upgrade or just the ability to lodge a request?

No upgrade as I ended up moving the flight to a day earlier, but that was within 24 hours of the new flight time so request cancelled. Did get an exit row though with WP shadow in the middle seat, and with the CSM and FA bringing wine, snacks and amenities kits from F it was better than a PE upgrade!


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[pshepvic]

Maybe all the "best" consultants have been moved to the WP1 desk leaving the more average ones to look after WP?


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[bugayev]

Maybe all the "best" consultants have been moved to the WP1 desk leaving the more average ones to look after WP?


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Doubtful unless they also moved to Canberra from Sydney. It sounds like many of the familiar faces are still there, but as with anything your mileage can vary. If the phone isn't answered "Qantas Premium xx speaking" then I tend to ask if the Premium desk is available, and if not then call back unless my request is extremely basic.

 

[I hate Alan]

Is it a different number to Gold or just routed differently? I rang today (gold) and got through very fast and got the "Qantas premium " greeting, never had it before. While bring up my booking I noticed the double SC from Tuesday had clocked over and gave me WP status,

 

[serfty]

It is a different number from 131313, but it may be moot.

These days each number seems to route to the same "enter your QFF number" dialogue - from there it gets switched.

Posted on a wing and a prayer ...

 

[nlagalle]

Doubtful unless they also moved to Canberra from Sydney. It sounds like many of the familiar faces are still there, but as with anything your mileage can vary. If the phone isn't answered "Qantas Premium xx speaking" then I tend to ask if the Premium desk is available, and if not then call back unless my request is extremely basic.

Actually IIRC the call centre is in Melbourne. Is certainly an 03 number if you call from overseas

 

[nlagalle]

I have to say the QF Premium desk service has been excellent over the last six months or so. I have spoken to female staff predominantly but have definitely spoken to a couple of males too.

(In fact QF's service has been so much better I have decided to risk it and have made a domestic booking with QF for next week. :shock

Can you please post your flights so I know not to book the same flights, in case you jinx the priority boarding process!

 

[el_rooto]

Does anyone know if they can request opening up of award seats on BA for kangaroo route flights?

 

[JohnK]

Does anyone know if they can request opening up of award seats on BA for kangaroo route flights?

From QF or BA? Not convinced that BA is going to be that accommodating.

 

[orangehenry]

...or pleasantly end the conversations and call again.

Otherwise known as call centre bingo.

 

[el_rooto]

Does anyone know if the WP desk is staffed on the weekend?

 

[pshepvic]

Does anyone know if the WP desk is staffed on the weekend?

Pretty sure it is - in fact I think it was on a Saturday when I had the issue with them mentioned above.


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