quick reply from qf customer care

[parsonstrish]

I had four flights over this weekend and on each flight was greeted by name at pre-boarding and by csm on entry into plane.

I had an exceptional crew 25/5 tsv-bne and wrote to customer care and have a reply already this evening. Having read comments on this board from folk who didn't have positive things to say re. flt., etc., etc. and waiting for a reply that sometimes never came, glad I was one with a good news story for qf.

Crew were all very personable, approachable, helpful and a very nice atmosphere on board. Which certainly helped with the rough weather first part of trip, like a roller coaster.

 

[flyingfan]

I had an exceptional crew 25/5 tsv-bne and wrote to customer care and have a reply already this evening.

I had a terrific CSM on the same route and wrote in accordingly. Wonder if it was the same person. But QF replied to you on a Sunday??

 

[Mgjdubs]

I've had some good call centre experiences with QF lately. They've been polite and helpful, and haven't been trying to get me off the phone! It always seemed to feel like that last year. Call centre service was bloody awful during the Chilean volcanic ash-cloud debacle last year. I got "Do you want the flight on Wednesday or not? I'm sure there are a lot other people on hold who would want that seat. You will need to make your decision now!". I will never forget that, worst call centre service ever. Glad to see they're making improvements!

 

[kirk7]

I just some feedback about the inflight entertainment unit and the broken air-con on the a380 from hkg yesterday....will report back on the timeframe for response....

the outbound a380 (the Nancy Bird)...needed new brake pads and added to an already delayed flight....

 

[Simo]

I have only sent one complaint to QF and the response took over 2 weeks and the response was cough and very much like a form letter.

 

[MrJetset]

I had a terrific CSM on the same route and wrote in accordingly. Wonder if it was the same person. But QF replied to you on a Sunday??

+1. I believe her name was Marnie?

 

[james1]

I sent a compliment regarding a CSM named Rick on a recent J flight from Queenstown to SYD. Received a very personalized and sincere response from Customer Care within 48hrs.

 

[sydflyer]

I always receive good service from QF flight crews. On the occasions where the service from individuals on international flights has been outstanding I will provide feedback via the online form - and without fail I have received a call from QF to acknowledge the feedback.

 

[simongr]

If I have exceptional service (I expect good as a minimum) I always try to speak to the CSM for him/her to compliment the team. I should really email QF as well - thanks for reminding me.

 

[turtlemichael]

I'm not surprised that they seem, on these examples, to respond quicker to compliments than complaints. It's human nature. And it is sometimes necessary to think more carefully about a complaint or do some research.

 

[TonyHancock]

I'm not surprised that they seem, on these examples, to respond quicker to compliments than complaints. It's human nature. And it is sometimes necessary to think more carefully about a complaint or do some research.

Complaints need investigation. My experiences with QF customer care have been poor. I expect to receive standard letter responses if I receive a response at all. I did receive very good service on my SYD-PVG-SYD trip last week and did fill the online form in to compliment the two crew members concerned.

 

[flyingfan]

+1. I believe her name was Marnie?

Ah, different CSM. QF have some outstanding staff out there.

 

[TonyHancock]

I received two calls from QF customer service today, one about feedback I left about good customer service, and the second on the subject of the complaint about priority boarding. On the subject of the latter I actually felt that my complaint was being taken seriously. It was not a "fob the customer" off phone call. Maybe QF is changing?

 

[parsonstrish]

The csm on 25/5 was named Heather. I thanked her and crew as I deplaned and sent the compliment via email and yes had email reply Sunday evening when I returned home.

 

[A330]

I put in a compliment using the online form, and received an actual posted letter about 2 weeks later thanking me for my feedback, which was also signed by hand (rather than a printed copy of a signature). I was quite impressed by their response!

 

[ashleyn]

I'm not surprised that they seem, on these examples, to respond quicker to compliments than complaints. It's human nature. And it is sometimes necessary to think more carefully about a complaint or do some research.

Bit off topic, sorry but rang today (unusual for me) to change an award booking and got excellent service.

 

[kirk7]

I just some feedback about the inflight entertainment unit and the broken air-con on the a380 from hkg yesterday....will report back on the timeframe for response....

the outbound a380 (the Nancy Bird)...needed new brake pads and added to an already delayed flight....

I had the reply the next day...looked at the QF customer care email trail and noticed that they prioritize them based on status...mine said FF PLAT...I guess if it was CL, the account manager/rep would be on the phone straight away...

well, my emailed response basically said that she was disappointed to hear it...blah blah....and said they hope to make it up to me in the future....

any fellow AFFers receive anything on the next sector "to make up" for the disappointment or is it just a feel good/hollow cut n paste text....(i'm flying again for INT in a week)