Reply to compaints - your experience?

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JohnK said:
... Is this normal practice? Totally unexpected. :shock: Thank you very much Qantas.
I believe it is normal. I was in Sydney yesterday and Mrs serfty, fielded a call from Qantas for me to advise that a flight I have on 24th March had been resceduled to depart two hours later. I could either call back or acknowledge the change on the web site.

It actually suited me for this flight to depart later (return leg of a day trip to Sydney), so I simply confirmed on the web site. I believe I could have changed to a different flight at a time close to the original if that was my desire.
 
serfty said:
I believe it is normal. I was in Sydney yesterday and Mrs serfty, fielded a call from Qantas for me to advise that a flight I have on 24th March had been resceduled to depart two hours later. I could either call back or acknowledge the change on the web site.
OK. So it is normal practice. Thanks.
 
JohnK said:
OK. So it is normal practice. Thanks.
I got a call Monday regarding a SQ flight in June 06 being changed by 40 minutes. I agree that the courtesy call is both functional while providing good service, and it appears (by the comments) that this protocol is followed by many airlines.
 
BlacKnox said:
JohnK said:
OK. So it is normal practice. Thanks.
I got a call Monday regarding a SQ flight in June 06 being changed by 40 minutes. I agree that the courtesy call is both functional while providing good service, and it appears (by the comments) that this protocol is followed by many airlines.
Agreed the courtesy call is good protocol and good customer service.

As most trips in the last 3 years have been through work and booked though corporate travel agent most of the trips were not ticketed until the final approval about 3 days before travel. I would not receive final itinerary until 1-2 days before travelling and I think corporate travel would have been fielding these courtesy calls or more likely monitoring these bookings for any changes. They would not have bothered informing me/us of any minor changes occurring to flight times unless obviously it made the connection time tight or a very lengthy transit time.

Now that my bookings are personal travel and mostly done through the internet I am noticing the courtesy call notitfication, which for me is good practice and good customer service.
 
JohnK said:
serfty said:
I believe it is normal. I was in Sydney yesterday and Mrs serfty, fielded a call from Qantas for me to advise that a flight I have on 24th March had been resceduled to depart two hours later. I could either call back or acknowledge the change on the web site.
OK. So it is normal practice. Thanks.
Yeh, quite normal, like today I receved a call to advise my PER flight tonight is running 105 minutes late. :?

(I had already received an automatic flight notification SMS advising me of same.)
 
Not a reply, just a little about my experience.

Hello, I am rather new to this type of thing, but I am in need of all of your knowledge regarding Qantas Points.

For the last 5 years, my husband and I have been saving up (and spending on our credit card) our Qantas points to take my Grandmother back to Poland, as she was taken from there as an orphan in 1934.

We finally saved up enough Qantas points to take her, and booked 2 x economy class fares for my husband and me, and a business class upgrade ticket for my grandmother.

We were assured by the Qantas Rep at the Airport where I paid for the tickets that her upgrade would be fine due to her medical conditions, as the flight was not busy in that class.

Our trip was a complete disaster. We left SYD destined for SIN, where we were to overnight, as my Grandmother has a number of major illnesses, and on Doctors advice we decided to try and break the trip up a little for her wellbeing.

Upon arriving in SIN, we found that my Grandmothers bag had been lost, after 2hrs messing around at the Qantas baggage claim, and filling in a form, we then were on our way to the hotel (without any explanation, or compensation for her to buy some new clothes).

My wife went to purchase some clothes for her, but having lost her bag made my grandmother very distressed (as I am sure you can all appreciate).

The next day we were on our way to Heathrow, upon checking in, we were informed that Business had been oversold, and my Gran would have to be in Economy with us. I protested politely, but got nowhere.

She has very bad osteoporosis (with 4 old fractures in her spine), plus a very bad heart condition (Pacemaker), and finally suffers with Thyroid cancer (not the best person to take traveling, I know, but this was to be her only chance to go back to her home country).

They said our economy seats would be fine for her - so we carried on with the journey. By the time we got into Heathrow, my Gran was in tears with pain, she had to be taken by wheelchair from the plane.

Instead of going to our hotel she ended up at St Johns hospital for 5 days, as she had sustained another bone injury - due to her long and cramped trip in the economy seat.

We ended up flying home after she came out of hospital, 1 week later as my Gran could not carry on with the trip (this time on Air NZ, courtesy of our Insurance Company, they did not have to do this, but did).

Once back in NZ, I complained to Qantas - they just said they were sorry.

I asked for a refund of the points that were not used. They said as it was a discount ticket, they would not refund them. Is this true?

If so, I think this is rude and disgusting service.

So, after all of that we are no further ahead - we lost a lot of money (Gatwick-Krakow Return business class fares, Prepaid Krakow accommodation, plus the unexpected costs in London), all because of the inconsiderate service that Qantas provided us.

My brother has offered us 60,000 Qantas points to take her there again later this year.

He said I could buy more from other members, so we can purchase a return business class fare for my Gran.

Is there anyone who wants to sell me there points for a fare price? Please let me know.

Thanks in advance,

Heidi
 
This has 'popped up' again like a 'Nigerian' email scam....

regards,
 
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Gordon said:
This has 'popped up' again like a 'Nigerian' email scam....

regards,

Welcome back Gordon. Haven't heard from you for quite a while. :D :D

I have not heard of this story before. Would you care to enlighten us a little :?:
 
I noticed that the original poster refered to her "husband" a few times and then later to his "wife", so I was a bit suspicious that it was bogus. :(
 
Yada Yada said:
I noticed that the original poster refered to her "husband" a few times and then later to his "wife", so I was a bit suspicious that it was bogus. :(

Same saga posted on "Qantas Frequent Flyer" -> "PLEASE HELP" :roll: :roll:
 
Yada Yada said:
I noticed that the original poster refered to her "husband" a few times and then later to his "wife", so I was a bit suspicious that it was bogus. :(
I picked up on this also but thought of it as an honest typo of two people trying to relate a story.

The story does sound genuine and sad.
 
JohnK said:
Yada Yada said:
I noticed that the original poster refered to her "husband" a few times and then later to his "wife", so I was a bit suspicious that it was bogus. :(
I picked up on this also but thought of it as an honest typo of two people trying to relate a story.

The story does sound genuine and sad.

I guess I'm not sure what to say. I'd prefer to think that this is a windup rather than that someone had actually endured this experience. :oops: :oops: :oops:

If it is true then it is extremely sad for the family and distressing that they appear to have been misled or that they didn't fully understand the upgrade rules. Either way a bad outcome.
 
Just got outta jail !!!

(Only kidding)

Haven't been working night shifts for some time, so didn't have much 'computer' time.

In regard to my referrence to 'email scam'....

The whole 'saga' seems similiar to the "please help" of those emails from the alleged wife of the Finance Minister of Nigeria, who needs to deposit $US150M into an Australian bank account, and will pay you 10% etc. etc.

So, "please help" by giving / selling for cheap your FF points seems similiar....

regards,
 
Give me your bank account details and pin and I will transfer eleventy million points to your account by wire.

JOBU
 
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