What is Qantas playing at?

[Johnmclean3]

Qantas would not do anything, so he ended up on the flight via Bangkok. Having left home on Monday morning at 10am, he is yet to arrive in the UK. He still has no luggage. Acceptable? Well, the only option if he did not pay the extra for QF1 was to take the option they gave him, or cancel his trip and return to Hobart. So no, not acceptable, but no choice.

Im a life member of Qantas club but avoid flying Qantas wherever possible. As for Mr Jones, how he presides over such debacles and retains his job ( not to mention outlandish bonuses) is beyond me .

 

[darrend]

I personally gave up flying Qantas over a decade ago. I browse these forums regularly and just don't understand why anyone continues to give AJ and his band of merry thieves any business whatsoever. The level of service and standard of the product generally has been on the decline for a long time, it is hard to imagine it getting any worse but without flinching they seldom fail to deliver on the fail to deliver mantra.

 

[Julesmac]

There are many other airlines that will look after you better than Qantas.

Correction if I may. Just about EVERY other airline will look after you better than Qantas

Post automatically merged: Jun 20, 2022

But I have points so I am obligated to use them. Even that procedure on line is ridiculous enough! No wonder I say bring back the olde days haha!

I'm so fed up I', tempted to say stuff it and turn the points into a toaster

 

[Dvg]

Interesting read “The men who killed Qantas“ by Ken Benns I think.

 

[RooFlyer]

Welcome to AFF @bradnjayne and @Sidkn33

 

[JohnPhelan]

As previously posted. A Joyce must go .He does not care for his customers. In fact he blames them. Let him go and sort out EI problems. He is an arrogant person.

Why should he "go and sort out EI problems"?

 

[RooFlyer]

Why should he "go and sort out EI problems"?

If he's doing that, presumably he's nowhere near Qantas.

 

[Alectoris]

UPDATE:

Hubby made it back to HBA, with his bag that had a holiday without him in London, and with a lot less drama than the outgoing trip. In addition,
Qantas customer services rang yesterday. They fudged the bumping issue out of HBA airport by citing ‘fuel and safety’! Hubby pushed the lady and she said that she couldn’t divulge any more, so he asked her to email that explanation so that he could check it out. Unsurprisingly, she didn’t. She did admit that not allowing him to take the QF1 if there was clear availability (as shown by seats being on sale on the Qantas website) was against policy, so he has sent the screenshot showing the online purchase option.

She then offered to reimburse him for the exit row seats (both the Qantas one that they cancelled and the Thai Airways one that he purchased), plus the cost of clothes in London resulting from the delayed luggage. Then, as compensation, she offered him 10000 Qantas points, which I think equates to about $65. I think that is quite an insult as I’m pretty sure that a ticket on the Bangkok route is a couple of hundred dollars cheaper than the Perth route that he paid for. Plus he lost a day of his trip waiting in a hotel in Sydney and 8 hours in Bangkok.

Thoughts and ideas on how to progress from here would be welcome.

 

[Hampton Mike]

I’m heading off to Europe on Saturday (QF777 to Perth and QF9 to LHR). After reading on here about lost luggage, I invested today in some Apple Air Tags. Hopefully if they lose my luggage I will be able to tell THEM where it is.

 

[RooFlyer]

Thoughts and ideas on how to progress from here would be welcome.

I think you/hubby could push on the points - its been done before (but not in the current state of affairs, that I know of. Maybe 50K points. Did anything prompt the call by customer services? Did hubby make a complaint, if so, by ? means.

I’m heading off to Europe on Saturday (QF777 to Perth and QF9 to LHR). After reading on here about lost luggage, I invested today in some Apple Air Tags. Hopefully if they lose my luggage I will be able to tell THEM where it is.

Welcome to (posting on) AFF . There is a thread on Air Tags.

Apple Airtags

Hi All, Apologies if this is being discussed elsewhere, I've scanned widely and very surprisingly can't find a thread ... As an apple-phile I'm pondering buying some airtags and there seem to be some OK reviews on the effectiveness of these showing the location of luggage - with the one...

www.australianfrequentflyer.com.au

And best of luck with Qantas and the luggage.

 

[Guvner]

Take some spare jocks and socks in your carry-on!

 

[Hampton Mike]

Thx, and thx

 

[stm1sydney]

But I have points so I am obligated to use them. Even that procedure on line is ridiculous enough! No wonder I say bring back the olde days haha!

Not worth the aggro, mate.

 

[stm1sydney]

Then, as compensation, she offered him 10000 Qantas points, which I think equates to about $65.

QF treating its customers with contempt, as per usual.

 

[darrend]

UPDATE:

Thoughts and ideas on how to progress from here would be welcome.

Sadly you are just causing yourself more harm as they have proven consistently that talking to a brick wall is considerably less futile and more rewarding. Put it down to a life lesson, move on and NEVER give them your custom ever again. An old saying "he who has the gold ... ". Keep yours, deplete theirs and then see the sweet tunes they'll be singing.

 

[Basalt]

As previously posted. A Joyce must go .He does not care for his customers. In fact he blames them. Let him go and sort out EI problems. He is an arrogant person.

I agree. I used to be a Joyce proponent as Qantas was a business basket case and he turned it around somewhat, but now the Qantas brand has been trashed. I understand the share price and credit rating are important so that an airline can get funding for future aircraft purchases among other things, however the current state of Qantas is clearly not in the long term interests of the shareholders.

Further to the trashing* of the brand, Joyce has effectively created a culture war between customers and shareholders. This is not sustainable for the airline and if I were a shareholder I'd be seriously angry (family members of mine were shareholders in the last 12 months - not anymore).

*when there are nationally televised comedy skits lampooning the current appalling service, when forums are overflowing with bad stories, when pretty much every major news outlet (newspapers, TV, online journals) in Australia have reported serious Qantas service issues - it's making national headlines; your brand is trashed.

 

[Forg]

I agree. I used to be a Joyce proponent as Qantas was a business basket case and he turned it around somewhat, but now the Qantas brand has been trashed. I understand the share price and credit rating are important so that an airline can get funding for future aircraft purchases among other things, however the current state of Qantas is clearly not in the long term interests of the shareholders.

Further to the trashing* of the brand, Joyce has effectively created a culture war between customers and shareholders. This is not sustainable for the airline and if I were a shareholder I'd be seriously angry (family members of mine were shareholders in the last 12 months - not anymore).

*when there are nationally televised comedy skits lampooning the current appalling service, when forums are overflowing with bad stories, when pretty much every major news outlet (newspapers, TV, online journals) in Australia have reported serious Qantas service issues - it's making national headlines; your brand is trashed.

Despite my presence here I am not a frequent flyer, however my wife was when we first found this site, and a few workmates were (and some are again).

For many years there, probably starting from the mid 90's for all I know, Qantas knew which side their bread was buttered on. Actually it was probably about when they first started getting Neil Perry to do the 1st-class lounge & 1st-class meals (ie. before everything QF did got a Neil Perry label regardless of how lame it was). Most of the people in here, I suspect, would have been in the category of passenger that Qantas paid attention to; my Platinum status workmates would get 'phone calls from Qantas letting them know if flights were going to be late, or in one case, to check whether there was any problem because they hadn't checked-in yet (I was getting a lift to a Jetstar flight I was taking with him & we we only just got to the airport at the official departure time!!).
The rest of us got just normal average service, probably not as good as the Japanese airlines nor Cathay or Singapore. Not great, but mostly good enough.
But those high-dollar customers were made to feel there was value to them in flying Qantas. In fact one of my workmates thought Qantas actually had the BEST service, because he doesn't like the kow-towing & bowing & fake-appearance-of-servitude that airlines like Singapore (whereas I know others around here think that IS service).

It seems to me that it's now gone. The workmate who was flying internationally about once a week was, last time I talked to him about it, planning on transferring his balance to (I think) Singapore. Qantas seems to have lost focus from the cash-cow.

 

[siri]

Despite my presence here I am not a frequent flyer, however my wife was when we first found this site, and a few workmates were (and some are again).

For many years there, probably starting from the mid 90's for all I know, Qantas knew which side their bread was buttered on. Actually it was probably about when they first started getting Neil Perry to do the 1st-class lounge & 1st-class meals (ie. before everything QF did got a Neil Perry label regardless of how lame it was). Most of the people in here, I suspect, would have been in the category of passenger that Qantas paid attention to; my Platinum status workmates would get 'phone calls from Qantas letting them know if flights were going to be late, or in one case, to check whether there was any problem because they hadn't checked-in yet (I was getting a lift to a Jetstar flight I was taking with him & we we only just got to the airport at the official departure time!!).
The rest of us got just normal average service, probably not as good as the Japanese airlines nor Cathay or Singapore. Not great, but mostly good enough.
But those high-dollar customers were made to feel there was value to them in flying Qantas. In fact one of my workmates thought Qantas actually had the BEST service, because he doesn't like the kow-towing & bowing & fake-appearance-of-servitude that airlines like Singapore (whereas I know others around here think that IS service).

It seems to me that it's now gone. The workmate who was flying internationally about once a week was, last time I talked to him about it, planning on transferring his balance to (I think) Singapore. Qantas seems to have lost focus from the cash-cow.

I was a corp traveller and use Qantas from 1989,(before all European airlines) and seen the way company progressed and start of change and also change of loyalty to paying customers. 90 to 2000, there were few coughups but fixing them was quite fast... Post covid is a complete different scenario and we need to compare post covid, global airline services. This comparison will show you that Qantas handling of staff and platforms were well below par with other airlines. I still could not understand why platforms were gutted and they are the bread and butter in any airline business other than staff. So why did Joyce took platforms down considering cost factor was negligible and tiny? Is this man an illiterate that is not fit to run an any business when chips are down? Qantas platform consist of different modules since it's not a coherent platform. I can see some modules does not work at all and this is where most of the present customer problems originate.
I had 2 business class seats in mid August to UK (and France) via Japan Air, but landing at Haneda around 5pm and connecting flight was at 1 AM, indicating we could not take connecting flight since Japan covid rules said we have to apply for a visa. This is due to the rule that said you can only transit within the same day. ( 1AM is a another day ). I immediately email to JA customer service and within 2 days, transit flight was changed to 11.50 PM , meaning our transit flight can be taken with out a visa. What a wonderful service considering Japanese are masters of customer services since I used to work there few yrs ago and also JL FF member as well. Now compare that service to Qantas and you will agree this is not an airline that deserve your business....

 

[Sprucegoose]

Post covid is a complete different scenario and we need to compare post covid, global airline services

I agree with you siri, we can make all the comparisons until the cows come home between pre and post covid services, experiences, value quotients etc., but it is pretty meaningless and unenriching. It doesn't lead to better outcomes.

Suppose you can contemporaneously understand all those irritating lost bag stories, missed connections responses, and satisfying and unsatisfying culinary offerings between our key travel providers; we would be able to make more confident travel choices with enriching and enjoyable experiences.

Today and tomorrow count more than yesterday (unless you're a history buff). We all should aim to make better value decisions.

 

[Julesmac]

Good news, but troubling that nobody could let him know where it was. I've had delayed bags several times, but at least I've always been told where the bag was and roughly how long it would take to be reunited with it.

The apple thingy to slip into your luggage would almost sell itself, I reckpn. Not that Qantas would get it to the passenger any quicker!