RedRoo, Im certain that everyone appreciates and values your input on this forum, I know I do, but the question begs, why does Customer Care need following up?
In all honesty, some of the things I have, seen, heard and experienced leave a lot to be desired, especially from the self proclaimed "worlds most experienced airline". Having said that, I understand that $hit happens and I personally rarely get upset when it does. What I find inexcusable is when things happen that were/are entirely avoidable, like what happened to SandyS above. What is unacceptable, is the failure to remedy the situation appropriately and follow through with ones promises. Id have thought Customer Care (CC) staff were the creme de la creme who have the ability to listen, understand, sympathise and offer an appropriate solution. Instead they are rude and indifferent. What I DETEST most is the insincere apology and the cut and paste "we value your feedback, we hope to welcome you on board soon" response that does NOTHING to address the issue at hand. SandyS should not have to beg QF CC to do what it promised it would. Whats worse, is that whatever happened has happened, but you now have the ability to remedy this, and it appears that CC just cant be bothered. And if they cant be bothered, why should I or anyone else with an issue waste their time dealing with such an inept department?
I'm a fair and reasonable person, but I am sick and tired of having to force QF to live up to their end of the deal. Im also not convinced as to why you need to tell them how to do their job.
Given the indifference shown by CC to my issues, which include the lack of priority boarding, priority luggage, special meals (especially to/from OOL) and the J lounge closure over christmas, perhaps you may be willing to offer an explanation as to why QF fails so dismally to provide these services/benefits and what the appropriate compensation should be, when you breach your own contract?
If you, on behalf of QF, wont, then I'm sure VCAT will.....
