Writing to Qantas Head Office & Customer 'Care'

[oz_mark]

Sorry to be a Neddy Knowitall, but Clark Kent worked at the fictitious Daily Planet newspaper. Not to be confused with www.dailyplanet.com.au (a far more salubrious, but real, entity).

Slow day at work today.....

Oops, Indeed I meant the daily planet Hopefully, Clark Kent would have been enough!

 

[Happy Dude]

Oops, Indeed I meant the daily planet Hopefully, Clark Kent would have been enough!

I understand the confusion, Oz_mark. The Daily Mail often gives the impression that it can't be (for) real.

 

[serfty]

I understand the confusion, Oz_mark. The Daily Mail often gives the impression that it can't be (for) real.

... and also something one might read while waiting for service in the Daily Planet ...

 

[tscharke]

OKAAAAY! NSFW, especially open plan

 

[Oneworldplus2]

l have actually give up writing complaints to Qantas. What's the point? I have had countless delays (when was the last time that a flight that l was booked on from Perth, actually left on time.....the dark ages!!!) and more problems....to many to list.

 

[medhead]

Hi there,

I've written to Qantas' customer care and head office three times in the last few weeks about the same issue, but without a reply.

Does anyone know if this is the usual practice with them?

What should I do now, keep writing? Write to Geoff Dixon?

Thanks,

Mel

Don't hold your breath on getting a response.

I wrote a letter to qantas once. They did eventually ring me back. The guy basically agreed that I had a point and he'd look into whether they could do anything for me, but they didn't do things my way and he wasn't hopefully. He was going to get back to me either way.

Nada!

 

[straitman]

I've just sent two lots of feedback off to QF (via their web site) so will be interested to await results.

 

[oz_mark]

I've just sent two lots of feedback off to QF (via their web site) so will be interested to await results.

i've always got a response from sending feedback via their web form, never got a response when writing a real letter!

 

[straitman]

i've always got a response from sending feedback via their web form, never got a response when writing a real letter!

I have automated responses already which includes a note that they will personally contact me in the near future to talk the issues through.

Interesting that they are both quite different responses. One refers to me as important as a Plat FF and the other does not :!:

 

[Traveller F]

G`Day,

A few years ago I had one of those flights in F (LHR to SIN) where everthing just was not up to standard, the cabin crew seemed not to know what they were doing (but where extremly polite I must admit), toilets were open it seemed to everyone (I even gave up waiting and used the J ones!!) etc, etc.

Anyway to cut a long story short, my thouhts were if you let these things go you cant expect things to get (hopefully) better. I wrote a letter directly to Geoff Dixon marking the envelope "Personal" and out-lying my issue`s good and bad.

The letter was set out more as documentation of the flight rather than just "ranting and raving" and praised the good points as well as the bad. Within a few days I got a letter back from Geoff Dixon´s personal assistant stating that he (Mr Dixon) had read the letter and thanked me for my honesty of my comments and would be addressing my various issues with the respective heads of departments and asked for further time to complete a report.

Approx. two weeks later a letter arrived again from Mr Dixons personal assistant stating that the matter had been throughly looked into and the various cabin staff of that paticular flight had been interviewed and my issues were completly founded and that the heads of departments have now been instructed to make certain changes to enhance the F cabin passengers flight.

The usual "thank you´s"... understanding.... hope you will continue to fly with us.... etc. etc. and much to my surprise they enclosed a voucher for a considerable amount of money valid for one year to be used against my next flight!!!!

Regards, Traveller F

 

[JohnK]

I have had mixed responses from Qantas customer care recently.

If it is something they can answer straight away then they generally get back to me within a few days. If the feedback is a little more complex and they need to investigate then this could take weeks before I get a response. I always use the feedback form on the QF website.

 

[straitman]

I still don't have the phone call promised on they 5th October. I'm happy to wait a little longer (as if I have a choice) and see what happens :!:

 

[Margaret Majernik]

Hello to all you people in Customer Care.
I would like to say that I had the most wonderful experience on QF9, Melbourne to Singapore with a Stewardess called Julie Callahan.

Julie was extremely, helpful, kind and courteous, not only to me, but to all passengers on my flight.

I am returning to Melbourne on Friday after a great holiday in Great Britain and I am hoping she is on one of my flights again.

Best wishes
Margaret Majernik

 

[WTL]

Me too, but perhaps it's not a surprise. A similar complaint to British Airways some time ago took nine weeks for them to respond and that was after I eventually wrote to the CEO, Willy Walsh.

I wrote to Qantas, then re-sent the letter three weeks later (by recorded delivery), then another both to Customer 'care' and head office about two weeks later on.

Perhaps a letter to the UK is beyond their budget!

Mel

I wrote a letter of complaint to BA, faxed it to them and had a phone call within 24 hours, followed by a letter and £300 in credit vouchers within the week. I have written to Qantas once with no response at all.

 

[straitman]

I got my phone call on 15th Oct and had a long conversation with the lovely lady who rang.

She apologised profusely and stated that she was having to make a lot of these calls at the moment and that everyone was working hard to put the issues behind them. I put in a big plug that I'd be really happy if they let me stay at WP even though I probably won't requalify this year. We'll have to wait until the end of Nov to see if it did any good.

Not sure if anything was really achieved but I felt a little happier afterward.