Red Roo Update

[Cynicor]

Oh, that mothers maiden name thing is a known bug- happened to my partner and they don't have a name on file. I'm not sure if QF or VA IT is worse.

 

[Archphoto]

Oh, that mothers maiden name thing is a known bug- happened to my partner and they don't have a name on file. I'm not sure if QF or VA IT is worse.

It's a b****y big bug - all the details are correct and it's already been ok'd once because it happened last week, and 3 days later it was back.
Thankfully it is all sorted (for now), fingers crossed it won't happen again.

Nadine was extremely helpful and shocked that I'd had to wait for so long just to get through. Explained the "feedback loop" they had going regarding resetting a password and we were able to fix in 2 minutes. The rest of the 10-minute call was her notating the problems so that she could provide (yet another!) report to IT. It was interesting that she also commented they'd had to put on more staff due to changes in the password system, I sort of gathered they were making changes to all passwords/the way passwords were to be verified or something akin to this. She mentioned a couple of times about the SMS system having some glitches, but hadn't (to date) had anyone with my problem especially 2x in 3 days.

For now, I'm staying well away from all their offers until I've booked some important flights for business next week (waiting for dates and times). After that, I'll happily attempt to look at any and all offers they send me, hopefully without needing to verify myself and have them lock me out yet again. :mrgreen:

 

[QF WP]

Well I was able to spend 15 mins yesterday afternoon having a hot choc with the former Red Roo at Qantas HQ in before she went into meetings. She passed on her best to all on AFF (she might even surf it from time to time in her own hours)...special hello to the other Moderators and I mentioned FlyingFox and ArchPhoto - of course, her ability to match screen name to real name and or face is starting to wane given it has been a year...

She is now in another part of the business, not client facing and loving the challenge, but is still on a short term contract.

I look forward to keeping in touch with her and whilst she is disappointed that some of us are having issues, she wanted to remind us that QF Comm/Marketing now have 24/7 "Red Roo's" on Facebook and Twitter, so suggested they were the best methods for getting service.

 

[Archphoto]

Well I was able to spend 15 mins yesterday afternoon having a hot choc with the former Red Roo at Qantas HQ in before she went into meetings. She passed on her best to all on AFF (she might even surf it from time to time in her own hours)...special hello to the other Moderators and I mentioned FlyingFox and ArchPhoto - of course, her ability to match screen name to real name and or face is starting to wane given it has been a year...

She is now in another part of the business, not client facing and loving the challenge, but is still on a short term contract.

I look forward to keeping in touch with her and whilst she is disappointed that some of us are having issues, she wanted to remind us that QF Comm/Marketing now have 24/7 "Red Roo's" on Facebook and Twitter, so suggested they were the best methods for getting service.

Great to hear you enjoyed the catch up! Whilst I appreciate there are RR on FB, unlike our own RR, they are utterly useless! I'm *still* waiting for an answer to a message posted nearly 2 weeks ago - if that's what QF Comm/Marketing calls "Red Roo interaction" it's pretty poor.

On a separate note - also great to hear our AFF RedRoo is enjoying another challenging position, and I wish her all the best.

 

[N860CR]

Yes the FB team is of questionable quality. Still beats a 2 hour wait on hold though.

My recent experience with FB was for a flight that Qantas cancelled. I was on a tight schedule so the cancelation made the choice simple - I just wouldn't go.

I contacted them for a refund. First was told "it's a red-e-deal so you'll get the value as a credit and there's a $100 fee". I pointed out again that the flight had been cancelled. They said the same. Stressed again that they'd cancelled the flight, I got a "ok tell you what, we'll waive the fee so you can get the whole lot in credit". Again pointed out the flight wasn't operating... same response. I had to copy and paste the passenger charter that clearly says they'll refund if they cancel a flight before they said "ok we'll refund you". They then proceeded to stuff up the refund so I had to chase them again. I eventually got it refunded, but they kept the credit card fee.

 

[RooFlyer]

<snip>
I look forward to keeping in touch with her and whilst she is disappointed that some of us are having issues, she wanted to remind us that QF Comm/Marketing now have 24/7 "Red Roo's" on Facebook and Twitter, so suggested they were the best methods for getting service.

And for those of us who don't do Twitter or Facebook, it's just tough luck, I guess. Never met the former RR, so I'll take your word about her merits, but seems just to be saying the corporate line.

Accepting the continuing decline in customer service just signals approval, and promoting it doesn't help I think, sorry.

 

[Cruiser Elite]

And for those of us who don't do Twitter or Facebook,

This part of modern day society I just do not get

Now as consumers we can no longer pick up a phone and talk to vendor / supplier? It's sad sad world if this is how we are going to exist in future.

 

[Flying Fox]

Well I was able to spend 15 mins yesterday afternoon having a hot choc with the former Red Roo at Qantas HQ in before she went into meetings. She passed on her best to all on AFF (she might even surf it from time to time in her own hours)...special hello to the other Moderators and I mentioned FlyingFox and ArchPhoto - of course, her ability to match screen name to real name and or face is starting to wane given it has been a year...

She is now in another part of the business, not client facing and loving the challenge, but is still on a short term contract.

I look forward to keeping in touch with her and whilst she is disappointed that some of us are having issues, she wanted to remind us that QF Comm/Marketing now have 24/7 "Red Roo's" on Facebook and Twitter, so suggested they were the best methods for getting service.

Great of you to keep in contact on behalf of AFF; so thank you from all of us and esp. those of us who have enjoyed her company in person.

Yes we all miss the special attention that an AFF Specific Red Roo provided (she was awesome).

Best of luck to her with the new QF role and hoping that the short term contract turns into a long term one!

 

[QF WP]

The biggest problem with the group of RR's [rather than just one] on FB and Twitter is the question as to whether/how they hand over issues with which they were dealing, to the next person on the roster. There will be times when it makes no sense to handover (unlikely to get responses at night from relevant QF department); but regardless I can see the opportunity for a lot of issues to fall through the cracks. So to me that is a flawed system that is far inferior to the way that the dedicated resource of the former Red Roo operated.

She is aware that this has factored into the reduction of my flying with QF (100 SC's this calendar year) versus VA (530 SC's). But Management don't see it the same way. They think they are giving adequate service, but if we don't keep hammering them with our issues, they will blindly keep going the same way.

 

[burmans]

Now as consumers we can no longer pick up a phone and talk to vendor / supplier?

That's not what they are saying though, just that the suggested tools are likely to more effective. I can only vouch for the truthfulness of this statement, but frankly their phone response has been abysmal for some time.

 

[Himeno]

The biggest problem with the group of RR's [rather than just one] on FB and Twitter is the question as to whether/how they hand over issues with which they were dealing, to the next person on the roster. There will be times when it makes no sense to handover (unlikely to get responses at night from relevant QF department); but regardless I can see the opportunity for a lot of issues to fall through the cracks. So to me that is a flawed system that is far inferior to the way that the dedicated resource of the former Red Roo operated.

The twitter team has gotten much worse then it used to be a few years ago (but same goes for AAs).
Yesterday in LA, I needed a box to get some items packed for the flight home. Couldn't find any available at the event was at and it was a public holiday so the shops you'd get boxes from were closed, so asked the twitter team if there were boxes available to use at LAX check in. Would have been a simple matter of calling the LAX ground services contractor (on a number is isn't publicly available), asking the question, then replying as needed.
They replied 9 hours later, after the LAX flights had departed with "did you find a box?" (managed to find one that worked at the 2nd hotel I asked).

Then this morning, after getting back online after getting home, I let them know that there was a sticking problem with the IFE screen. It had to be forced out of storage. Gave them the seat number and aircraft reg. By that point, the aircraft was heading back to LAX. All they would have needed to do was send a note to operations in SYD to have the fault listed on the maintenance list while the aircraft is sitting at LAX all day tomorrow and reply with something like "Thanks, we've let engineering in LA know", not "We're sure the team onboard are on it. Thanks for your understanding." (It's not something the cabin crew could fix, and the cabin crew on today's 93 would only be aware of it if the seat is in use at the moment and they get told).
I sent a similar fault message to AA a few years ago (problem with a tray table) and their response was "thanks for letting us know, we'll get someone to have a look"

 

[dajop]

Then this morning, after getting back online after getting home, I let them know that there was a sticking problem with the IFE screen. It had to be forced out of storage.

Why would you not raise this with onboard crew who I assume could raise a service request to get it dealt with? It seems odd to tweet about this or other plane specific hardware issues.

 

[Himeno]

Why would you not raise this with onboard crew who I assume could raise a service request to get it dealt with? It seems odd to tweet about this or other plane specific hardware issues.

They were busy with supper service. It wasn't something they could fix. It was an annoyance and didn't prevent use of the screen, but is something that needs to be fixed at some point. I just wanted to get to the in flight map and get some sleep. At the end of the flight when I was thinking I could mention it to the crew, they were concerned about the missing earring in another seat.
That also isn't the issue at hand.

It is one thing for the social media team to pass notes on to the appropriate departments and say "thanks for the info" and quite other to seemingly dismiss it. It's essentially the same as asking a company a question, and mentioning that you've looked on their website and can't find the answer, and being told to look at the website.

 

[dajop]

Now as consumers we can no longer pick up a phone and talk to vendor / supplier? It's sad sad world if this is how we are going to exist in future.

Or even have some detailed interaction via email or webform. So many companies just play lip service to email or they don't even bother to answer at all. It's a pathetic state of affairs that you need to go public (via Twitbook) to illicit any sort of response.

Granted not all companies are made of the same stuff, take SQ, phone can be good or absolutely atrocious depending on who answers, Twitbook is usually very superficial, whilst well written emails often gives rise to well reasoned non-text book responses.

 

[RooFlyer]

<snip>

I look forward to keeping in touch with her and whilst she is disappointed that some of us are having issues, she wanted to remind us that QF Comm/Marketing now have 24/7 "Red Roo's" on Facebook and Twitter, so suggested they were the best methods for getting service.

Hrrrrumph. Check out this thread for the usefulness of Qantas' twitter help.

Poor fellow, my airline ... how far you have fallen.

 

[cmon0005]

Almost a year since RR left us, i have certainly missed Redroo's presence and having issues sorted on here. I am guessing most of us think the same way?

Nowdays getting a simple issue resolved involves multiple calls and a lot of frustration, the current qff service centre is a disgrace to say the least.

 

[JessicaTam]

Almost a year since RR left us, i have certainly missed Redroo's presence and having issues sorted on here. I am guessing most of us think the same way?

Nowdays getting a simple issue resolved involves multiple calls and a lot of frustration, the current qff service centre is a disgrace to say the least.

A few AFFers may be crossing paths with the previous Red Roo this weekend. I reckon they will echo your sentiments.

 

[QF WP]

That we certainly will JessicaTam. I'm sure she will hear the same issues from most of us. When she was there, things happened...

 

[serfty]

...
Nowdays getting a simple issue resolved involves multiple calls and a lot of frustration, the current qff service centre is a disgrace to say the least.

Agreed, I'd never really thought about the www.airlinecustomeradvocate.com.au until the last 12 months.

These days, it is basically: send an email to QFF, wait a couple of days for a response that is generally irrelevant to the circumstance, respond back, wait 10 days while nothing happens, send another email to QFF referencing the earlier email, get another pitiful reply, answer that and wait another 10 days while nothing happens. You then have two SSR reference number which you then use with your www.airlinecustomeradvocate.com.au submission. Then you should get resolution within another month.

 

[Sdtravel]

It is a sad time in the skies indeed.