Time to get serious about passenger feedback

[wandering_fred]

Well in mid December I submitted feedback to QF. Alas I made the mistake of including BOTH the AA (status) and QF (no-status) account numbers.
FA announced use the train
Transfer desk closed
No signs directing you to the bus.

Late last week I got a standard form letter, thanking me for my feedback.

Can some offer whether or not there are now valid signs on the BNE International transfer desK?

Fred

 

[Mal]

FA announced use the train
Transfer desk closed
No signs directing you to the bus.

In Brisbane? The staff manual was updated a while ago to reflect correct train times ... sounds like you got a FA who needs to re-study the Brisbane blurb.

I think it's valid feedback. Airline staff should not give customers incorrect information about transfers etc as sometimes they are unfamiliar with the town and the incorrect information could cost dearly.

 

[Mal]

Logged a "technical support" request regarding a booking that cannot be changed online due to a bug on the Qantas website. Not requesting to change booking, just asking that the technical issue be investigated.

I did log this again, and it's been about 2 weeks since it was logged. No feedback forthcoming from Qantas... amazing how they can dismiss a request within 48 hours if they think the request is invalid, but can't actually inform me whether they are looking at my issue or not.

Their handling of Customer Care issues has gone down dramatically in the last couple of years. At the least there should be an email within X hours that says what is happening with the feedback - ie, "has been escalated to a technical team", or "escalated to catering for their attention" etc etc.

On the positive side I was very appreciative that the phone agent I called recently waived my phone assist fee for the flight involved when I explained I couldn't change it online. I would have contested the charge with Qantas anyway, but they saved me the work!

 

[JohnK]

In Brisbane? The staff manual was updated a while ago to reflect correct train times ... sounds like you got a FA who needs to re-study the Brisbane blurb.

I have not heard this announcement landing in BNE for many months now.

I was the one that kept telling them on each flight to update their times for the last airtrain for the night....

 

[Mal]

I was the one that kept telling them on each flight to update their times for the last airtrain for the night....

You weren't the only one

 

[mannej]

I too did notice the 25 day guideline when lodging a positive comment regarding the new domestic product seen on Clare Valley (VH-EBN)

They took 10 days to respond, and it seemed to be more in-depth than a pre-written template, so I have no complaints!

In past Qantas have never taken 25 days to respond, so I guess it comes down to luck

(P.S sorry about not creating a new thread, I thought it to be appropriate to comment on this one)

 

[pauly7]

Their handling of Customer Care issues has gone down dramatically in the last couple of years. At the least there should be an email within X hours that says what is happening with the feedback - ie, "has been escalated to a technical team", or "escalated to catering for their attention" etc etc.
!

I know its a bit of,' well in my case' - but I completely disagree, the last two years I've had personal phone call backs for all my feedback both positive and negative.

And on a recent flight to NZ where I had some minor problems I got sent quite a large travel voucher as well!

 

[thewinchester]

Well, I've just fallen out of my chair - QF have just set a new record for responding to online customer feedback.

My feedback which prompted the original thread still isn't responded to (like that should surprise anyone)... but that's not the record they just set.

They just managed to respond to a piece of feedback in a little under 2hrs!!! Yes, you read that right - under 2hrs.

The email and the response is over in the relevant thread, but I'm just shocked that there's at least some parts of the airline that still care about service enough to deliver a decent and prompt response.