Vent - QF call centre incompetence

[DC3]

Is the Red Roo account (which I can't figure out how to tag) still MIA? ...

QF gave Red Roo the chop. Was doing too good a job on AFF.

 

[Daver6]

Securing a great seat to Europe using QFF points must feel a bit sour when this sort of thing happens. No consolation but aircraft substitution is really annoying, but not uncommon. Providing there's space a QR revenue ticket would have probably been swapped without a second thought.

If all else fails, suggest that you turn-up a bit earlier than you may have planned and ask to swap onto the earlier flight, with the Q suites, when you check in.

I've had success with QF (believe it or not) in LAX when I was refused point blank (multiple times) and despite escalation via the call centre to be rebooked onto an earlier flight with a better business class seat. I was flabbergasted when the rep said 'sure no problem, I have authority to do that on tonight's flights'.

Yes, QF service can sometime suck. Makes you realise that status and loyalty doesn't always amount to as much as you may like to think it should.

I did think about this and will try. Where it's likely to fall down is I'm actually flying MUC-LHR-DOH-MLE. First sector is on BA, so I'm not holding much hope that the BA agent in MUC is going to be able to do anything.

What are loadings like on the two flights? If you don't know, if you share the date of travel I am sure someone can look it up on ExpertFlyer.

Travel is 18th Nov. Currently on QR16 and wanting QR2. QR2 has seats for sale according to the QR website. I don't know about loadings.

Is this a cash or award ticket?

Award

 

[Daver6]

Further update which just adds to my annoyance. Called QF late last night (during SYD business hours). Got through. I was told that they can't call QR as the previous agent had advised. She said that there is nothing more that can be done.

Was super annoyed at yet more bad/contradictory information from the previous NZ agent. Was was even worse is the notes the agents/social media team are putting on file are not a true reflection of what I've been told. I told the agent I want them to listen to the calls/read the Twitter conversations and dig into this. This behaviour is not acceptable.

The QR Twitter team have responded but just tell me that there is nothing they can do and it's for Qantas to fix

For the record, I totally get aircraft changes and that its a part of flying. But when a simple solution presents the inflexibility is annoying, but what really peeves me is the constant contradictory information.

 

[drron]

My experience is from some years ago when we were on a QF J award RTW.We were flying CDG-JFK on AA.When we arrived in Paris about a week before we found out there was a general strike on the day we were to fly.Rang QF a few times and as usual contradictory advice culminating in -we can't do anything.Rang the local AA office and told well we can't do anything now but turn up to CDG for the flight and we will try to do something about it.
Well they reissued the tickets with a reroute via MIA to JFK as the MIA flight the only one operating that day.Couldn't have been more pleasant and helpful.Although I had joine Aadvantage before then it was before i had any AA status.Cost us zilch.

 

[esseeeayeenn]

For the record, I totally get aircraft changes and that its a part of flying. But when a simple solution presents the inflexibility is annoying, but what really peeves me is the constant contradictory information.

I agree. Will let you know how my compaint to QF about an aircraft change goes. My complaint is not about the change but that no notice was given so no opportunity to change flights or even pack an iPad to cope with the lack of seat back IFE.

 

[esseeeayeenn]

And of course QF has failed to provide a substantive response within the 2 working days specified in the initial auto-acknowledgement.

 

[amaroo]

Award

That makes the possible scope for success from very difficult > absolutely no chance

 

[Daver6]

That makes the possible scope for success from very difficult > absolutely no chance

Agree the odds of success were pretty low. This thread wouldn't exist if QF had tried and got a negative response. My main issue with QF is the constant contradictions and misinformation. That *is* within their scope of control and completely unacceptable in my book, hence this thread.

 

[Rangalad]

A colleague was advised by the Capetown contact centre “your travel agent cancelled your flight” even though QF sent a text to advise today’s QF7 is cancelled. He asked to be rebooked and was advised your travel agent needs to do that. He told QF the travel agent doesn’t open till Monday, and was advised to call them first thing Monday morning. Nothing QF can do.

 

[Austman]

This thread wouldn't exist if QF had tried and got a negative response. My main issue with QF is the constant contradictions and misinformation. That *is* within their scope of control and completely unacceptable in my book, hence this thread

Agreed.

But what airline does handle this situation well? They are all pretty hopeless at making changes on partner airlines. And none, or almost none, of them see that an equipment change should matter especially if the class of travel is still the same.

It can get better at T-24 (with the operating airline). It can get better at the airport (with the operating airline).

Good luck!

 

[dajop]

Travel is 18th Nov. Currently on QR16 and wanting QR2. QR2 has seats for sale according to the QR website. I don't know about loadings.

According to ExpertFlyer, QR are currently selling at least 9 seats on QR16, in all business class fare levels (fare classe: J C D I R), however on QR2 they are only selling 7 seats at the most expensive fares (J C D), 5 in the next one, and only 3 in the cheapest. Also on the seat map, all seats are showing as blocked, whilst on your flight most are open for selection. This suggests that whilst not full, it is less open than QR16, and thus reluctance to open seats to you.

If they ever do get back to you, what about requesting they open up a seat from LGW for you? That might be problematic for ticket with different airport, I guess. It doesn't have Q-suites but it does have 1-2-1 configuration rather than 2-2-2, FWIW.

 

[Daver6]

According to ExpertFlyer, QR are currently selling at least 9 seats on QR16, in all business class fare levels (fare classe: J C D I R), however on QR2 they are only selling 7 seats at the most expensive fares (J C D), 5 in the next one, and only 3 in the cheapest. Also on the seat map, all seats are showing as blocked, whilst on your flight most are open for selection. This suggests that whilst not full, it is less open than QR16, and thus reluctance to open seats to you.

If they ever do get back to you, what about requesting they open up a seat from LGW for you? That might be problematic for ticket with different airport, I guess. It doesn't have Q-suites but it does have 1-2-1 configuration rather than 2-2-2, FWIW.

QR block the centre seats. The only way they can be selected is be calling up. Essentially they're saving them for couples/groups of four. So those being blocked doesn't mean much.

The QR clowns on Twitter tell me

Redemption seats are limited on each flight and are subject to availability. We don't have the power to release them. You will need to contact Qantas airlines in case you want to make any amendments on your flight since your ticket belongs to them. Thanks for reaching us!

I've given up. The LGW idea is a good one, but I can't be bothered transiting between LHR and LGW. Really wanted the closed suites at the flight to DOH is only 7 hours and wanted to just get on board and go to sleep without being disturbed. Will just make the most of what I have. Will talk to the check-in agent in MUC, but being BA I don't think they will be able to do anything. Will ask again in the QR lounge in LHR, but suspect they won't be able to change anything then either due to baggage already being checked through.

 

[stoney]

Hi Daver6, Yes it is a first cworld problem and it is also a problem created by a lack of competition, they do not care! or they do not have to care. I have had exasperating hair pulling phone calls and botched ticketing with the QF call centre on a number of occasions. The latest being a RTW award booking that was sorted with the help of the AFF booking staff (Bronwyn I recall) were fantastic. I did manage to get onto one QF call centre operator who sorted a single ticketing error which should have been for two by magically finding award flights that matched the original one exactly.

The shame of it all is that it is happening to a lot of public companies throughout the world who are so big and powerful that the care factor is zero and we can do nought about it.

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[2PAXfly]

My tuppence worth: Social media assistance has never worked for me - either no knowledge or they actually advise phoning if anything is complex. Online chat is the same - basically, if you can't find it on the website, then neither can the chat 'person'. Having become a WP this year, I find that the premium phone service is on the whole very helpful - some more than others. I haven't had a problem with callbacks if a call is inadvertently terminated. Most consultants have good knowledge and are often pre-emptive. An example - my husband was on a different booking number on the same flight - I wanted to link/combine. Consultant managed that no problems, and then said - 'Of course you want the extra legroom of row 4, so let me just move you both up there'.

 

[Maca44]

This is slightly off topic, but don't even think about using Qantas' 'call back' service, as it has been non existent for me. About 2 months ago due to problem with the website I rang about booking a business seat to Seattle; went through to their call centre; all busy and used their automated system so they could call me back. I rang them five (5) times over a three week period, and still no reply calls from QF. So I gave up, and booked all flights with JAL (SYD-NRT-SEA), and then on the way back from Vancouver booked YVR-NRT-SYD with a 7 night stopover in Tokyo as I have not been there before. Therefore, due to their incompetence they have lost revenue for a paid J seat (I get the ff points, just not status)
I filed a formal complaint, and received the following (in part only) so it's something.
We value you being a Frequent Flyer member and a loyal customer. As a gesture of apology, I have credited 4,000 Qantas Points to your account. You can use the points towards flights, the purchase of food and wine through Qantas Wine, or a range of products from our online Qantas Store.

 

[gazza48]

This is a first world problem, but no excuse for incompetence and a poor customer experience. Background is as part of my OWA J I had booked QR16 LHR-DOH specifically for Q-suites. I noticed a week ago when checking seat selection the aircraft has changed to two generation old J with a 2-2-2 layout. QR2 departs about 90 minutes earlier and has Q-suites but no award availability.

I call QF from Europe. As expected all they can do is put in a request to QR. The agent said he'd call with an update. I informed him I might not be able to answer due to phone coverage time zone and requested he emails as well. He agreed to this saying he will call and leave a message if I don't answer and email.

Several days later nothing, so I call. The person tells me they can't help I need to speak to the Hobart call centre and to call during their office hours. So I call back the next day. Person I speak to tells me that there was no reason I couldn't have been assisted by the other contact centre. Still no update from QR so they would send a follow up email.

Still nothing yesterday (a week later) so I call again. Got put through to a non-premium person who has no idea and while thy were reading the case the call dropped. They didn't attempt to call me back. I called back and this time got through to the premium NZ centre. Apparently 48 hours earlier QR came back with a negative response to the request. I asked why I wasn't updated. I was told there was something on file to not call me. I called them out on this and asked why no email or voice message. Agent informs me that they can't email or leave messages. A direct contradiction to the original agent.

She then tells me if I call during SYD office hours (9am to 5pm) then an agent can call Qatar to escalate. Now being in Europe this is not very convenient being the middle of the night. I asked if they could just put a note on file for someone to action it during this time, but apparently that can't be done. How is this remotely customer focussed?!

So I figured I'd ask on Twitter to see if they can action the call. Long story short they say there is nothing more that can be done. I asked them to clarify as this contradicts what the call centre said. They just avoided the direct yes/no question.

</rant>

Just sad that 2 great Australian call centres closed down! Having been someone who worked in a QF call centre in a senior consultant position, believe me dealing with other partner airlines was a nightmare when it came to their Schedule changes or even harder when a name needed to be corrected!!! Also the call centres main job was to take calls and there was really no leeway for that consultant to follow up problems with a pax personally, although many PL/PL1 TSC's did try and have a more personal relationship with these members! There was a way you could put what we called a bring foward comment to a queues area to follow up. All this type of customer service has been lost....sad.

 

[Melburnian1]

The best advice given above is (when similar occurs) to front at the airport, be polite but assertive and see the supervisor. For all airlines, this works best as they can't ignore us as easily, and if you're pleasant (challenging as that might be) someone may - may - just want to assist. There's usually no shows in most if not all classes, and sometimes inflexible rules can be broken at the last minute. So T - 2 or 3 is a good time.

 

[esseeeayeenn]

The best advice given above is (when similar occurs) to front at the airport, be polite but assertive and see the supervisor. For all airlines, this works best as they can't ignore us as easily, and if you're pleasant (challenging as that might be) someone may - may - just want to assist. There's usually no shows in most if not all classes, and sometimes inflexible rules can be broken at the last minute. So T - 2 or 3 is a good time.

Be very careful doing this with Qantas.
They have a peer-learned culture of escalating any disagreement to a security issue.

 

[bernardblack]

My tuppence worth: Social media assistance has never worked for me - either no knowledge or they actually advise phoning if anything is complex. Online chat is the same - basically, if you can't find it on the website, then neither can the chat 'person'.

Are you referring specifically to Qantas? Because I have found other companies - including airlines - to be very good responding to, say, Twitter. But the Qantas Twitter team - as recently as last week - acted in very bad faith by moving to private message only then to palm me off without actually doing any work, in response to my escalation of something their webchat, phone and email people had all screwed up. So they certainly are appalling.

 

[Nank]

This is a first world problem, but no excuse for incompetence and a poor customer experience. Background is as part of my OWA J I had booked QR16 LHR-DOH specifically for Q-suites. I noticed a week ago when checking seat selection the aircraft has changed to two generation old J with a 2-2-2 layout. QR2 departs about 90 minutes earlier and has Q-suites but no award availability.

I call QF from Europe. As expected all they can do is put in a request to QR. The agent said he'd call with an update. I informed him I might not be able to answer due to phone coverage time zone and requested he emails as well. He agreed to this saying he will call and leave a message if I don't answer and email.

Several days later nothing, so I call. The person tells me they can't help I need to speak to the Hobart call centre and to call during their office hours. So I call back the next day. Person I speak to tells me that there was no reason I couldn't have been assisted by the other contact centre. Still no update from QR so they would send a follow up email.

Still nothing yesterday (a week later) so I call again. Got put through to a non-premium person who has no idea and while thy were reading the case the call dropped. They didn't attempt to call me back. I called back and this time got through to the premium NZ centre. Apparently 48 hours earlier QR came back with a negative response to the request. I asked why I wasn't updated. I was told there was something on file to not call me. I called them out on this and asked why no email or voice message. Agent informs me that they can't email or leave messages. A direct contradiction to the original agent.

She then tells me if I call during SYD office hours (9am to 5pm) then an agent can call Qatar to escalate. Now being in Europe this is not very convenient being the middle of the night. I asked if they could just put a note on file for someone to action it during this time, but apparently that can't be done. How is this remotely customer focussed?!

So I figured I'd ask on Twitter to see if they can action the call. Long story short they say there is nothing more that can be done. I asked them to clarify as this contradicts what the call centre said. They just avoided the direct yes/no question.

</rant>

Unfortunately you wouldn't be the first one that has expressed their disappointment at getting downgraded from the Qsuite. Apparently its a pretty regular occurrence and even high-status people with large social followings (not that it should really make any difference) have a hard time getting answers let alone resolutions. I think my family still wins on call centers though, we've done over 4.5 hours in one sitting of back and forth with a bunch of Optus chaps, none of whom seemed to speak English about a basic issue. Talk about poor service!