Qantas No Longer Triaging Repeat Callers
The Qantas call centre used to triage customers who called repeatedly within a short time to a more experienced onshore agent. This is no longer happening.
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Complaints & Resolutions
Complaints & Resolutions is a popular topic at the Australian Frequent Flyer. While no-one likes a bad travel experience – these things do happen, and there may well be cause to complain.
Australian Flyers Call for Airline Ombudsman, Compensation Scheme
Australian frequent flyers overwhelmingly want a European-style air passenger compensation scheme and an independent airline ombudsman.
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Jetstar’s Downgrade Compensation Policy
We found out how Jetstar calculates refunds for passengers who book Business Class but are involuntarily downgraded to Economy.
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Qantas Considers Bringing Call Centres Back to Australia
In news that customers will welcome, Qantas is considering bringing more of its call centre work back to Australia.
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Help Shape the Future of Australia’s Aviation Policy
Australian Frequent Flyer will make a submission to the Aviation Green Paper, and we’d like the help of the AFF community.
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