Hi all, I just thought I would share an experience my friend just had with QF. He had booked with $ a flight SYD-SIN-USM (Singapore and Koh Samui) for Dec 26 in Premium Economy. He booked it a couple months ago. There are a bunch of us going to Koh Samui for NYE and some birthdays.
About a week or two ago, he gets an email from QF with an updated itinerary, because the morning flight no longer has any Premium Economy seats, and they have now put him on the afternoon SYD-SIN flight, meaning he wouldn't make his connection in Singapore. They ask him to call Qantas to sort it out (not them calling him).
He calls Qantas and is told he will have to overnight in Singapore (at his cost, and can submit for a possible reimbursement) and will be on a flight to Koh Samui the following morning. He argues the point and says no - put me back on my original flight, which is still scheduled to fly as normal, to which they say no. The only option is to pay the difference to business ($3500), or fly economy, or get a refund.
Then I tell him that there are (5) seats available in Premium via Bangkok to USM and to ask them to move him to that - to which they tell him the seats are ONLY for new ticket purchases and the only way they can change the ticket to that flight is by refunding his current ticket, and purchasing a new, which has a fare difference of $1200.
After about 2 hours of arguing with the manager at Qantas, finally getting her to escalate to her manager, the situation was resolved and they put him on the BKK flight.
What kind of customer service is that? Only that I was feeding him information while on with QF did he actually get a fair and reasonable result, but Qantas are just absolutely the worst customer service. They couldn't be worse.
This for me in comparison with spending 10yrs flying AA in the states, who are incredibly helpful to deal with. Qantas are the pits...
Valid arguments about your friend's experience with Qantas. Recent personal experience with Qantas customer service as recent as 2 weeks ago has been hot and cold and recent experience with AA in the US especially at the airport has been awful and this is being polite. If Qantas service is worse than AA, I would have to say Vanessa Hudson needs to make wholesale changes or find something else to do.
It is not just QF - customer service of all airlines going to drainage. For those of us who old enough and remember what QF customer service was 30 years ago it seems that QF customer service does not exists anymore, but in reality it is still better than many others, though not at such margin as it use to be. Say "thank you" to privatization when they save money on anything that does not directly connect to flying.
Try the on board service - QF12 in July in business, asked for a glass of still water. Told to fill my empty bottle in the toilet sink as they don't offer glasses of still water.
Try the on board service - QF12 in July in business, asked for a glass of still water. Told to fill my empty bottle in the toilet sink as they don't offer glasses of still water.
To be honest it is very difficult for me to believe. I agree that on board service is also going downhill, though I personally did not experience such attitude with any airline.
pab2025
pab2025
Member since 25 Jun 2012
Total posts 132
Hi all,
I just thought I would share an experience my friend just had with QF. He had booked with $ a flight SYD-SIN-USM (Singapore and Koh Samui) for Dec 26 in Premium Economy. He booked it a couple months ago.
There are a bunch of us going to Koh Samui for NYE and some birthdays.
About a week or two ago, he gets an email from QF with an updated itinerary, because the morning flight no longer has any Premium Economy seats, and they have now put him on the afternoon SYD-SIN flight, meaning he wouldn't make his connection in Singapore. They ask him to call Qantas to sort it out (not them calling him).
He calls Qantas and is told he will have to overnight in Singapore (at his cost, and can submit for a possible reimbursement) and will be on a flight to Koh Samui the following morning.
He argues the point and says no - put me back on my original flight, which is still scheduled to fly as normal, to which they say no. The only option is to pay the difference to business ($3500), or fly economy, or get a refund.
Then I tell him that there are (5) seats available in Premium via Bangkok to USM and to ask them to move him to that - to which they tell him the seats are ONLY for new ticket purchases and the only way they can change the ticket to that flight is by refunding his current ticket, and purchasing a new, which has a fare difference of $1200.
After about 2 hours of arguing with the manager at Qantas, finally getting her to escalate to her manager, the situation was resolved and they put him on the BKK flight.
What kind of customer service is that? Only that I was feeding him information while on with QF did he actually get a fair and reasonable result, but Qantas are just absolutely the worst customer service. They couldn't be worse.
This for me in comparison with spending 10yrs flying AA in the states, who are incredibly helpful to deal with. Qantas are the pits...
vhojm
vhojm
Qantas - Qantas Frequent Flyer
Member since 25 Oct 2019
Total posts 80
All points were valid until you said that AA customer service is helpful, all credibility was lost there.
Interesting that QF291 was retimed just on Boxing Day to be a 2:30pm departure rather than 11am.
tommygun
tommygun
Delta Air Lines - SkyMiles
Member since 16 Oct 2017
Total posts 289
If QF customer service is worse than AA then the bottom of the barrel has been reached by our "national carrier".
sanj747
sanj747
Qantas - Qantas Frequent Flyer
Member since 01 Nov 2016
Total posts 148
Valid arguments about your friend's experience with Qantas. Recent personal experience with Qantas customer service as recent as 2 weeks ago has been hot and cold and recent experience with AA in the US especially at the airport has been awful and this is being polite. If Qantas service is worse than AA, I would have to say Vanessa Hudson needs to make wholesale changes or find something else to do.
Serg
Serg
QFF
Member since 12 Apr 2013
Total posts 996
It is not just QF - customer service of all airlines going to drainage. For those of us who old enough and remember what QF customer service was 30 years ago it seems that QF customer service does not exists anymore, but in reality it is still better than many others, though not at such margin as it use to be. Say "thank you" to privatization when they save money on anything that does not directly connect to flying.
Tracie
Tracie
Virgin Australia - Velocity Rewards
Member since 30 Oct 2015
Total posts 106
Try the on board service - QF12 in July in business, asked for a glass of still water. Told to fill my empty bottle in the toilet sink as they don't offer glasses of still water.
Serg
Serg
QFF
Member since 12 Apr 2013
Total posts 996
Originally Posted by Tracie
Try the on board service - QF12 in July in business, asked for a glass of still water. Told to fill my empty bottle in the toilet sink as they don't offer glasses of still water.
RedWood
RedWood
Member since 04 Sep 2019
Total posts 38
Good customer service makes you money, not costs you money.... when will they realise that?