How long is too long to receive response on complaint?

3 replies

Banksy

Member since 14 Oct 2021

Total posts 3

I flew Qantas to LAX in April - and had a number of issues including cancelled flights, lost luggage, downgrade in service. I made a complaint on my return (now over 11 weeks) and am still yet to receive a response. I can't claim on my travel insurance until I get a response from Qantas. Anyone have an avenue to make contact?

sunnybrae

Etihad - Etihad Guest

Member since 21 Jul 2019

Total posts 32

Hello, Banksy.

Have you been following up your complaint? If you haven't then please do so by phone and email. I would email and then phone QF at least once a week until my issues were resolved. It sounds awful and tedious, but you really have to badger QF to fix a problem they created. The very first time, I lodged my complaint and waited. It was almost 12 months before QF fixed it. I learned from that lesson never to sit back and wait, ever again. You have to be your own strongest advocate. Do not expect QF customer service to do you any favours. Be polite, but always firm. Sounds a tad paternalistic, but that's the only assured way to rectify the problems QF created for you.

Banksy

Member since 14 Oct 2021

Total posts 3

Thanks sunnybrae. I have been emailing weekly since 8 weeks - today marks 12 weeks - so might lift my game to daily now. I did try and call and was told that department isn't taking phone calls so couldn't be put through to them.

Appreciate your input!

sunnybrae

Etihad - Etihad Guest

Member since 21 Jul 2019

Total posts 32

Keep persevering, mate. The ONLY reason QF gets away with bad service is because we, their paying customers, let them get away with it. For too long! My technique was to email on Monday morning and then follow up with a phone call on Wednesday (and sometimes again on Friday!!) This way, I would have some prior communication to refer to, so they could not fall back on some "we didn't know" rubbish response. And don't take any BS excuse about some dept not taking phone calls! If they happily took your money, they can take your call too.

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