No one seems to ever recommend contacting Qantas Customer Care. You can even call them in an attempt to resolve matters. Definitely worth a call - https://www.qantas.com/travel/airlines/complaint-for-specific-needs/global/en
Thanks dingo. I used that form a month or so ago. It automatically replied saying they will contact me in 3 weeks. I had a call back in 2 weeks 6 days.
May sound a bit extreme, but at some stage the buck must stop with someone, just keep going higher to get a resolution. I would hope as a Plat QFF you would get better service than just a humble Gold, Silver or Bronze QFF. If not then there is sign that perhaps QANTAS is resting on its name and not driving forward to retain its loyal customers Most of us are all professionals and at some stage it goes high enough to find a person that will fix it. Good luck and may the force be with you :)
I've never been bothered to research it but I'm convinced QANTAS only have a member service department due to regulatory requirements, they certainly don't operate it like they want to provide the service. I get fobbed off even by face to face staff in business & 1st class lounges whenever I've got a complaint, "you need to call our member service team" who then promptly ignore any attempt at contact. To date I have never had the Qantas complaints section return my calls, e-mails, or facebook messages, it's as though they are not even there. Posting on the facebook account doesn't work, they only let posts go public if they are complimentary of Qantas. I've been a FF for 20 years & the last 5 have been Platinum, if the international destinations I travel to had any other suitable option I wouldn't go near Qantas. (That's the rant I'd like to tell Qantas but can never get the opportunity).
I am a Qantas FF Platinum member and I have been trying to
resolve an issue with some missing bonus status credits from a double status
credits promotion Qantas ran earlier this year. The flights were booked during
the promo period however I partially paid for the booking using a gift voucher.
I am being told the booking date is the date that the gift voucher was
purchased (which was months before the promo period) and not the date the
flights were actually booked. Therefore I am being told I am not eligible for
the bonus status credits which seems very unfair and legally suspect (eg if I bought a gift
voucher at Myer and 12 months later I used it to buy a toaster which broke down
the following month, Myer wouldn’t be able to deny warranty by claiming that
the purchase date of the toaster was 13 months earlier).
I find whenever I contact Qantas regarding issues like this I
get terrible service and push back (even when Qantas are clearly in the wrong).
If a Platinum member has this difficulty resolving a basic issue then I wonder
how difficult it would be for a bronze member? Has anyone else had this sort of
experience? Or am I just unlucky? I absolutely dread contacting Qantas about any issue.
It looks like Qantas recently updated their website where
you can send a query directly to the Frequent Flyer team through a web form. I
tried this and actually got a reply within a couple of hours. But it feels like
the agents must be rated on how quick they close a service request and not on whether
they actually resolve the query. I have followed this issue up on three further
occasions and receive a quick reply but the agent doesn’t appear to be genuine
about resolving the issue.
Write or email Qantas expressing your issue and cc a few of the Qantas hierarchy in the letter/email that way it can't be fobbed off as multiple people know about it. Just google the names of Qantas hierarchy and away you go. I have done this in the past and had success .
Hardly worth the effort. Most of the time the people on the phone don't even know what they are talking about, and if they do they can't help you anyway.
Hi all - agree with all of the above comments. Some of you may rec all that I logged an issue a couple of months ago with came to nothing. I had pro forma responses and staff following scripts. Promised call backs never materialised. I at one point asked to speak to a manager and was transferred to another staf member - who slipped up. I was gold at the time of the calls and got the impression that they did not care. I followed a suggestion from this board and emailed an escalation - pro forma reply that addressed only a % of replies!
This belies the question what has happened? the answer is that the FF contact centre is now being serviced out of Aust / NZ. It has gone to Manila I believe. I hope for Qantas's sake that they are saving a lot of $ because it is coming at great cost and really detracts from the overall wonderful inflight service.
Interesting as I used a voucher last year to redeem bonus stat points without a hitch. I guess only difference, I did confirm when booking that the voucher would be OK.
I am a Qantas FF Platinum member and I have been trying to
resolve an issue with some missing bonus status credits from a double status
credits promotion Qantas ran earlier this year. The flights were booked during
the promo period however I partially paid for the booking using a gift voucher.
I am being told the booking date is the date that the gift voucher was
purchased (which was months before the promo period) and not the date the
flights were actually booked. Therefore I am being told I am not eligible for
the bonus status credits which seems very unfair and legally suspect (eg if I bought a gift
voucher at Myer and 12 months later I used it to buy a toaster which broke down
the following month, Myer wouldn’t be able to deny warranty by claiming that
the purchase date of the toaster was 13 months earlier).
I find whenever I contact Qantas regarding issues like this I
get terrible service and push back (even when Qantas are clearly in the wrong).
If a Platinum member has this difficulty resolving a basic issue then I wonder
how difficult it would be for a bronze member? Has anyone else had this sort of
experience? Or am I just unlucky? I absolutely dread contacting Qantas about any issue.
It looks like Qantas recently updated their website where
you can send a query directly to the Frequent Flyer team through a web form. I
tried this and actually got a reply within a couple of hours. But it feels like
the agents must be rated on how quick they close a service request and not on whether
they actually resolve the query. I have followed this issue up on three further
occasions and receive a quick reply but the agent doesn’t appear to be genuine
about resolving the issue.
Good luck getting better service through Sheraton. We had a fully paid booking at the LAX property .... which they apparently lost, then charged for a night's accommodation on the card I lodged for incidentals. I tried contacting them a total of 4 times without a reply, eventually resorting to an Amex dispute to get my money back (BTW ... Amex were fabulous :)
Qantas are fine if you book a ticket online and travel. If you have a problem your in trouble.
People think it's the Australian airline for Australians. Rubbish. They are a private business all they want to do is make money for shareholders and a ridiculous wage for CEO.
There should be a new discussion thread/ topic named "Qantas incompetency" and people should document all their bad / unacceptable experience with QF and QF should actually read it. I am livid about how current flight cancellation of QF1 is being handled - to such point that I am contemplating to boycott QF altogether. I think us, the customers, who pay big $$$ for an overpriced mediocre QF service, have the ultimate power. I wonder how long QF will get away with this...
Qantas are fine if you book a ticket online and travel. If you have a problem your in trouble.
People think it's the Australian airline for Australians. Rubbish. They are a private business all they want to do is make money for shareholders and a ridiculous wage for CEO.
You’re right Luke49. It’s a private business with a CEO and shareholders - I am also just a small shareholder who also flies with Qantas regularly. I see customer service as an important part of the QF business that sets others (ie: Virgin domestically, BA, CX, SQ, ANZ internationally) apart.
While I have had a good couple of years from my shares I believe that it’s been because of the strategy to grow customers and return them to flying with Qantas after such a negative few years with employees and unions who tried to destroy it. Qantas worked hard to keep me flying with them, customer service was a major part of it - I was ready to mail in my Platinum card during those dark days. They turned a corner, converted me back and I even invested my hard earned cash with them - but now I feel they no longer value my day to day business and if I am feeling this way, how many others are - should I continue to invest in something where customers are now no longer wanting to use them because of poor customer service?
There should be a new discussion thread/ topic named "Qantas incompetency" and people should document all their bad / unacceptable experience with QF and QF should actually read it. I am livid about how current flight cancellation of QF1 is being handled - to such point that I am contemplating to boycott QF altogether. I think us, the customers, who pay big $$$ for an overpriced mediocre QF service, have the ultimate power. I wonder how long QF will get away with this...
Maybe I have been very lucky but I have had a number of dealings with QF Customer Service over the past year (to fix up missing points and also refunds) and have never had any problems, each problem was dealt with in a friendly manner and always a quick resolution.
Maybe I have been very lucky but I have had a number of dealings with QF Customer Service over the past year (to fix up missing points and also refunds) and have never had any problems, each problem was dealt with in a friendly manner and always a quick resolution.
Second that, some people just can't help having a whinge at anything
ryanpst
ryanpst
Qantas - Qantas Frequent Flyer
Member since 27 Jun 2013
Total posts 72
Thanks dingo. I used that form a month or so ago. It automatically replied saying they will contact me in 3 weeks. I had a call back in 2 weeks 6 days.
BrettHumphreys
BrettHumphreys
Qantas - Qantas Frequent Flyer
Member since 11 Apr 2015
Total posts 1
May sound a bit extreme, but at some stage the buck must stop with someone, just keep going higher to get a resolution. I would hope as a Plat QFF you would get better service than just a humble Gold, Silver or Bronze QFF. If not then there is sign that perhaps QANTAS is resting on its name and not driving forward to retain its loyal customers
Most of us are all professionals and at some stage it goes high enough to find a person that will fix it.
Good luck and may the force be with you :)
Heliduck
Heliduck
Qantas - Qantas Frequent Flyer
Member since 22 Dec 2017
Total posts 6
I've never been bothered to research it but I'm convinced QANTAS only have a member service department due to regulatory requirements, they certainly don't operate it like they want to provide the service. I get fobbed off even by face to face staff in business & 1st class lounges whenever I've got a complaint, "you need to call our member service team" who then promptly ignore any attempt at contact. To date I have never had the Qantas complaints section return my calls, e-mails, or facebook messages, it's as though they are not even there. Posting on the facebook account doesn't work, they only let posts go public if they are complimentary of Qantas. I've been a FF for 20 years & the last 5 have been Platinum, if the international destinations I travel to had any other suitable option I wouldn't go near Qantas. (That's the rant I'd like to tell Qantas but can never get the opportunity).
morrish
morrish
Member since 17 Jul 2015
Total posts 4
I am a Qantas FF Platinum member and I have been trying to resolve an issue with some missing bonus status credits from a double status credits promotion Qantas ran earlier this year. The flights were booked during the promo period however I partially paid for the booking using a gift voucher. I am being told the booking date is the date that the gift voucher was purchased (which was months before the promo period) and not the date the flights were actually booked. Therefore I am being told I am not eligible for the bonus status credits which seems very unfair and legally suspect (eg if I bought a gift voucher at Myer and 12 months later I used it to buy a toaster which broke down the following month, Myer wouldn’t be able to deny warranty by claiming that the purchase date of the toaster was 13 months earlier).
I find whenever I contact Qantas regarding issues like this I get terrible service and push back (even when Qantas are clearly in the wrong). If a Platinum member has this difficulty resolving a basic issue then I wonder how difficult it would be for a bronze member? Has anyone else had this sort of experience? Or am I just unlucky? I absolutely dread contacting Qantas about any issue.
It looks like Qantas recently updated their website where you can send a query directly to the Frequent Flyer team through a web form. I tried this and actually got a reply within a couple of hours. But it feels like the agents must be rated on how quick they close a service request and not on whether they actually resolve the query. I have followed this issue up on three further occasions and receive a quick reply but the agent doesn’t appear to be genuine about resolving the issue.
Write or email Qantas expressing your issue and cc a few of the Qantas hierarchy in the letter/email that way it can't be fobbed off as multiple people know about it. Just google the names of Qantas hierarchy and away you go. I have done this in the past and had success .
xtfer
xtfer
Virgin Australia - Velocity Rewards
Member since 14 Mar 2017
Total posts 159
Hardly worth the effort. Most of the time the people on the phone don't even know what they are talking about, and if they do they can't help you anyway.
happychap
happychap
Qantas - Qantas Frequent Flyer
Member since 01 Mar 2014
Total posts 6
Hi all - agree with all of the above comments. Some of you may rec all that I logged an issue a couple of months ago with came to nothing. I had pro forma responses and staff following scripts. Promised call backs never materialised. I at one point asked to speak to a manager and was transferred to another staf member - who slipped up. I was gold at the time of the calls and got the impression that they did not care. I followed a suggestion from this board and emailed an escalation - pro forma reply that addressed only a % of replies!
This belies the question what has happened? the answer is that the FF contact centre is now being serviced out of Aust / NZ. It has gone to Manila I believe. I hope for Qantas's sake that they are saving a lot of $ because it is coming at great cost and really detracts from the overall wonderful inflight service.
BJVincent
BJVincent
Qantas - Qantas Frequent Flyer
Member since 06 May 2016
Total posts 14
Interesting as I used a voucher last year to redeem bonus stat points without a hitch. I guess only difference, I did confirm when booking that the voucher would be OK.
jnic
jnic
Qantas - Qantas Frequent Flyer
Member since 25 Apr 2015
Total posts 7
I am a Qantas FF Platinum member and I have been trying to resolve an issue with some missing bonus status credits from a double status credits promotion Qantas ran earlier this year. The flights were booked during the promo period however I partially paid for the booking using a gift voucher. I am being told the booking date is the date that the gift voucher was purchased (which was months before the promo period) and not the date the flights were actually booked. Therefore I am being told I am not eligible for the bonus status credits which seems very unfair and legally suspect (eg if I bought a gift voucher at Myer and 12 months later I used it to buy a toaster which broke down the following month, Myer wouldn’t be able to deny warranty by claiming that the purchase date of the toaster was 13 months earlier).
I find whenever I contact Qantas regarding issues like this I get terrible service and push back (even when Qantas are clearly in the wrong). If a Platinum member has this difficulty resolving a basic issue then I wonder how difficult it would be for a bronze member? Has anyone else had this sort of experience? Or am I just unlucky? I absolutely dread contacting Qantas about any issue.
It looks like Qantas recently updated their website where you can send a query directly to the Frequent Flyer team through a web form. I tried this and actually got a reply within a couple of hours. But it feels like the agents must be rated on how quick they close a service request and not on whether they actually resolve the query. I have followed this issue up on three further occasions and receive a quick reply but the agent doesn’t appear to be genuine about resolving the issue.
Good luck getting better service through Sheraton. We had a fully paid booking at the LAX property .... which they apparently lost, then charged for a night's accommodation on the card I lodged for incidentals. I tried contacting them a total of 4 times without a reply, eventually resorting to an Amex dispute to get my money back (BTW ... Amex were fabulous :)
Luke49
Luke49
Virgin Australia - Velocity Rewards
Member since 17 Aug 2017
Total posts 28
Qantas are fine if you book a ticket online and travel. If you have a problem your in trouble.
Johnny9
Johnny9
Member since 05 Aug 2017
Total posts 55
There should be a new discussion thread/ topic named "Qantas incompetency" and people should document all their bad / unacceptable experience with QF and QF should actually read it. I am livid about how current flight cancellation of QF1 is being handled - to such point that I am contemplating to boycott QF altogether. I think us, the customers, who pay big $$$ for an overpriced mediocre QF service, have the ultimate power. I wonder how long QF will get away with this...
ryanpst
ryanpst
Qantas - Qantas Frequent Flyer
Member since 27 Jun 2013
Total posts 72
You’re right Luke49. It’s a private business with a CEO and shareholders - I am also just a small shareholder who also flies with Qantas regularly. I see customer service as an important part of the QF business that sets others (ie: Virgin domestically, BA, CX, SQ, ANZ internationally) apart.
While I have had a good couple of years from my shares I believe that it’s been because of the strategy to grow customers and return them to flying with Qantas after such a negative few years with employees and unions who tried to destroy it. Qantas worked hard to keep me flying with them, customer service was a major part of it - I was ready to mail in my Platinum card during those dark days. They turned a corner, converted me back and I even invested my hard earned cash with them - but now I feel they no longer value my day to day business and if I am feeling this way, how many others are - should I continue to invest in something where customers are now no longer wanting to use them because of poor customer service?
Doubleplatinum Banned
Doubleplatinum Banned
Qantas - Qantas Frequent Flyer Platinum
Member since 07 Feb 2013
Total posts 431
No don't be one of those tossers
Doubleplatinum Banned
Doubleplatinum Banned
Qantas - Qantas Frequent Flyer Platinum
Member since 07 Feb 2013
Total posts 431
Big $$? Seriously???
Gilflyer
Gilflyer
Qantas - Qantas Frequent Flyer
Member since 15 Jan 2017
Total posts 10
Maybe I have been very lucky but I have had a number of dealings with QF Customer Service over the past year (to fix up missing points and also refunds) and have never had any problems, each problem was dealt with in a friendly manner and always a quick resolution.
Doubleplatinum Banned
Doubleplatinum Banned
Qantas - Qantas Frequent Flyer Platinum
Member since 07 Feb 2013
Total posts 431
Second that, some people just can't help having a whinge at anything