Submitted complaint to QF

[JamesAu]

Hi all
I submitted a complaint to Qantas on the 21st of April and still haven’t heard back from them.
I’m guessing that’s normal thesedays but does anyone else have any examples of the time it’s taken for qantas to get back to them from complaints they’ve made recently?

 

[Princess Fiona]

Hi all
I submitted a complaint to Qantas on the 21st of April and still haven’t heard back from them.
I’m guessing that’s normal thesedays but does anyone else have any examples of the time it’s taken for qantas to get back to them from complaints they’ve made recently?

I don’t think it’s going to happen somehow

 

[JamesAu]

I don’t think it’s going to happen somehow View attachment 284057

Should I resubmit the complaint?

 

[Princess Fiona]

Should I resubmit the complaint?

Yes!!! Most definitely unless it’s something you regard as too trivial to waste more time on.

 

[Danger]

I had 17 weeks of silence before I finally relented and phoned the QF customer service line, only to have a reservations agent retrieve my case and give me sub-standard answers on each of my issues. I'm now at almost 15 weeks for another one.

 

[OATEK]

I had 17 weeks of silence before I finally relented and phoned the QF customer service line, only to have a reservations agent retrieve my case and give me sub-standard answers on each of my issues. I'm now at almost 15 weeks for another one.

My reply came at 11 weeks, but was so generic that it did not mention the issues I raised, so was a waste of time.

 

[BriarFlyer]

My reply came at 11 weeks, but was so generic that it did not mention the issues I raised, so was a waste of time.

My latest was the same; a reply in 11 weeks that proved I'd wasted my time in contacting "Customer Care."

 

[MEL_Traveller]

Hi all
I submitted a complaint to Qantas on the 21st of April and still haven’t heard back from them.
I’m guessing that’s normal thesedays but does anyone else have any examples of the time it’s taken for qantas to get back to them from complaints they’ve made recently?

Depending on the nature of the complaint you could also go directly to the Airline Consumer Advocate.

 

[CaptainCurtis]

Should I resubmit the complaint?

Definitely, this time with it directed to [email protected], stating it is unacceptable to be waiting 3 months for a response to a complaint. Good luck!

 

[AIRwin]

Just received an email from QF:

 

[OATEK]

Just received an email from QF:
View attachment 284376

Trying to wish the complaints away!

 

[antycbr]

Trying to wish the complaints away!

Pretty much. If you have a proper CRM system it shouldn’t matter which channel (phone, email, social media) is used you should have a single view of the customer and their issues, therefore there won’t be duplicates.

If only.

 

[RooFlyer]

Just received an email from QF:

So:

Dear customer

Because everyone is basically complaining about what we've done to them, and we've solved a few (that's our story), could you please just pi** off. We are going to shut you down unless you prod us

 

[Anna]

we've solved a few

That's one interpretation of some complaints 'no longer require a response' Another interpretation is 'we stonewalled and did nothing, and the complainant gave up'.

 

[UP4014]

I like the QF reply that so many people are complaining about us we can't keep up do you really to need to us to action yours.

It's not just a QF thing at the moment and is everywhere in the travel world but I am surprised how airlines have got themselves into trouble so quickly.

 

[OzEire]

I actually laughed out loud when I read this thread title.

As expected, my experience was similar to those shared here. Submitted a substantial complaint, with all the receipts and evidence, only to be ignored, then dismissed when I called to ask why there had been no response. Template non-answers until you give up.

Happy to report I have spent a sum total of $0.00 on Qantas since that complaint. Earned about 10k passive points and spent 631k points on business class travel with them. I do not intend to ever spend another cent on QF.

 

[Ray oliver]

Yes had to wait 8 months for a reply from qanras and got a automated letter so bad , well here my latest gripe need to fly from gladstone qld to Brisbane for a sudden funeral, gladstone to Brisbane flying qantas link they want $ 457.00 then return $ 547.00 I know it's short notice 5 days but a family death happened but wow omg 1 hr flight, I can fly to Singapore return for $ 890.00 return 18 hrs of flying why rip off country people so bad virgin was fully booked out can't get a flight but qantas want huge prices , so won't be attending the funeral sad to say , nice one qantas price rip off again, you say you look after the customers, not me again.

 

[justinbrett]

Yes had to wait 8 months for a reply from qanras and got a automated letter so bad , well here my latest gripe need to fly from gladstone qld to Brisbane for a sudden funeral, gladstone to Brisbane flying qantas link they want $ 457.00 then return $ 547.00 I know it's short notice 5 days but a family death happened but wow omg 1 hr flight, I can fly to Singapore return for $ 890.00 return 18 hrs of flying why rip off country people so bad virgin was fully booked out can't get a flight but qantas want huge prices , so won't be attending the funeral sad to say , nice one qantas price rip off again, you say you look after the customers, not me again.

Supply and demand I'm afraid (and smaller planes cost more per seat to operate). The prices you quoted are very high and likely were in a peak travel season (Jan school holidays I'm guessing?)

It's late Thursday night, and for tomorrow (Fri), QF has 5x flights to GLT at $242, and one at $547 (well timed Friday afternoon flight). VA has a single flight at $225. Pretty reasonable IMO.

Curious if you were desperate why didn't you take the train? It's not that far.

 

[N860CR]

took me nearly 2 years to get a refund on award seat taxes. Raised with ACA and that’s the only reason I got a response (albeit months in between). Seems customer care has been outsourced to the Philippines. They’re absolutely useless. Pretty astounding that this is acceptable, but qantas is what Qantas is. I’ve got a request to process next week and the credit card was closed about 6 months ago. Wish me luck!

The airlines seriously need some regulation.

 

[Mwenenzi]

Ray Oliver Welcome to AFF

Yes had to wait 8 months for a reply from qanras and got a automated letter so bad , well here my latest gripe need to fly from gladstone qld to Brisbane for a sudden funeral, gladstone to Brisbane flying qantas link they want $ 457.00 then return $ 547.00 I know it's short notice 5 days but a family death happened but wow omg 1 hr flight, I can fly to Singapore return for $ 890.00 return 18 hrs of flying why rip off country people so bad virgin was fully booked out can't get a flight but qantas want huge prices , so won't be attending the funeral sad to say , nice one qantas price rip off again, you say you look after the customers, not me again.

As some one who used to fly MEL GLT every few weeks for months, at times used to fly to/from ROK Rockhampton and drive to Gladstone. People from Gladstone do drive to Brisbane or other airports.