QANTAS IS PATHETIC. Two weeks ago I emailed QF about deducting too many FF points for my reward ticket. Today I get the first email from them, that this "cannot" be dealt with by email because of (unspecified) "variables". Does that mean they make it up as they go along? Has anyone else been subjected to this lunacy? Is Qantas living in the 21st century or 1922?
You've written, and received an unsatisfactory response. You can try writing again, but I can almost guarantee that you'll get the same response, because it will just go through the same process as your other email did.
A written trail isn't really necessary in something as straightforward as this. Just call them (though I can understand your difficulty with hearing on the phone) and make sure you know who you spoke to. They should be able to fix it up on the spot.
You're probably right, but I have emailed again. I explained my hearing difficulty and asked for the matter to be looked into and for a response in the next week. I don't see why they can't do that, so I'll wait for their reply. Why otherwise would they have the email enquiry facility I ask myself?
specific queries/issues with ANY company are always better resolved thru voice to voice contact....a person on the end of a phone has way more access to specific information than you sending an email..back and forth emails require more 'steps' ... things can be resolved if there's abit of proactive action... doesnt take much energy/time/cost on ur part either....ur comments about 'lunacy and 1922' suggest u cant think outside the box!!!
Re your final comment, there is no need to be snide. For your information, I have difficulty hearing well on the phone. Do you, and QF for that matter, really think there are no circumstances when a response (and record) in writing is better?
Not sure why their response has you so worked up. So they have stated that it can't be dealt with by email... therefore your only other option is to call them and discuss it. Why that makes it "lunacy" or working out of "1922" I have no idea but if you're not upset about it them just talk to them.
Yes... there are times when a written response is required... whether this is one of them is a different story.... Sorry... but I think you might be over-reacting somewhat.
I am a little annoyed that it took them 2 weeks to email saying they couldn't email about it. Despite my age I treat email as a modern, effective means of communication that neutralizes my hearing difficulty. But perhaps my main point is - why do they say it can't be considered by email? What's wrong with email? Many people text and tweet and email a hundred times a day or more. Why not Qantas, or for that matter any other business that has an email address? Is that really so much of an overreaction? Especially for someone with a disability?
Although I agree with the suggestion to call as in my experience QF are pretty good when dealing with their call centre, I can understand that person in questions has difficulties hearing and thus tried the e-mail route the first time. However, in many cases do organisations not have a special number for people who are hearing impaired? Else, is there no family member or friend who can help out? Have to remark that it is a bit shocking that it took two weeks to get a reply via mail, QF shoudl be able to do better (eg. 48 to 72 hours).
I'd be grateful if anyone can post a hearing impaired number for Qantas. There is one in the USA, but I haven't seen one for Australia or New Zealand. I'm independent enough to believe this is something I should be able to do for myself, rather than seeking help from anyone. Even with a hearing impaired service I may have trouble due to the accents of many of those who staff for QF calls, but I'd give it a try. Does seem though that the no email decree is somewhat discriminatory.
And I'd better mention that I agree 2 weeks is a long wait... A company the size of Qantas should be aiming for a 72 hour turnaround on these types of enquiries, especially considering they can be dealt with 24/7 in off shore centres.
wilsoni Banned
wilsoni Banned
Qantas - Qantas Frequent Flyer
Member since 28 Sep 2011
Total posts 302
QANTAS IS PATHETIC. Two weeks ago I emailed QF about deducting too many FF points for my reward ticket. Today I get the first email from them, that this "cannot" be dealt with by email because of (unspecified) "variables". Does that mean they make it up as they go along? Has anyone else been subjected to this lunacy? Is Qantas living in the 21st century or 1922?
am
am
Member since 15 Apr 2011
Total posts 216
Call them. These things always work better when you're talking to somebody, especially if you have some status.
wilsoni Banned
wilsoni Banned
Qantas - Qantas Frequent Flyer
Member since 28 Sep 2011
Total posts 302
A good suggestion, but sometimes (as you may already know) it's better to have a response in writing. Just in case a future record is required.
am
am
Member since 15 Apr 2011
Total posts 216
You've written, and received an unsatisfactory response. You can try writing again, but I can almost guarantee that you'll get the same response, because it will just go through the same process as your other email did.
A written trail isn't really necessary in something as straightforward as this. Just call them (though I can understand your difficulty with hearing on the phone) and make sure you know who you spoke to. They should be able to fix it up on the spot.
wilsoni Banned
wilsoni Banned
Qantas - Qantas Frequent Flyer
Member since 28 Sep 2011
Total posts 302
You're probably right, but I have emailed again. I explained my hearing difficulty and asked for the matter to be looked into and for a response in the next week. I don't see why they can't do that, so I'll wait for their reply. Why otherwise would they have the email enquiry facility I ask myself?
undertheradar Banned
undertheradar Banned
Member since 28 Oct 2011
Total posts 234
specific queries/issues with ANY company are always better resolved thru voice to voice contact....a person on the end of a phone has way more access to specific information than you sending an email..back and forth emails require more 'steps' ... things can be resolved if there's abit of proactive action... doesnt take much energy/time/cost on ur part either....ur comments about 'lunacy and 1922' suggest u cant think outside the box!!!
wilsoni Banned
wilsoni Banned
Qantas - Qantas Frequent Flyer
Member since 28 Sep 2011
Total posts 302
Re your final comment, there is no need to be snide. For your information, I have difficulty hearing well on the phone. Do you, and QF for that matter, really think there are no circumstances when a response (and record) in writing is better?
AusFlyer
AusFlyer
Member since 10 Mar 2011
Total posts 137
Not sure why their response has you so worked up. So they have stated that it can't be dealt with by email... therefore your only other option is to call them and discuss it. Why that makes it "lunacy" or working out of "1922" I have no idea but if you're not upset about it them just talk to them.
Yes... there are times when a written response is required... whether this is one of them is a different story.... Sorry... but I think you might be over-reacting somewhat.
AusFlyer
AusFlyer
Member since 10 Mar 2011
Total posts 137
Oops... dyslexic here... I meant to say " I have no idea but if you're that upset about it them just talk to them."
wilsoni Banned
wilsoni Banned
Qantas - Qantas Frequent Flyer
Member since 28 Sep 2011
Total posts 302
I am a little annoyed that it took them 2 weeks to email saying they couldn't email about it. Despite my age I treat email as a modern, effective means of communication that neutralizes my hearing difficulty. But perhaps my main point is - why do they say it can't be considered by email? What's wrong with email? Many people text and tweet and email a hundred times a day or more. Why not Qantas, or for that matter any other business that has an email address? Is that really so much of an overreaction? Especially for someone with a disability?
KG
KG
Qantas - Qantas Frequent Flyer
Member since 10 May 2011
Total posts 249
Although I agree with the suggestion to call as in my experience QF are pretty good when dealing with their call centre, I can understand that person in questions has difficulties hearing and thus tried the e-mail route the first time. However, in many cases do organisations not have a special number for people who are hearing impaired? Else, is there no family member or friend who can help out? Have to remark that it is a bit shocking that it took two weeks to get a reply via mail, QF shoudl be able to do better (eg. 48 to 72 hours).
wilsoni Banned
wilsoni Banned
Qantas - Qantas Frequent Flyer
Member since 28 Sep 2011
Total posts 302
I'd be grateful if anyone can post a hearing impaired number for Qantas. There is one in the USA, but I haven't seen one for Australia or New Zealand. I'm independent enough to believe this is something I should be able to do for myself, rather than seeking help from anyone. Even with a hearing impaired service I may have trouble due to the accents of many of those who staff for QF calls, but I'd give it a try. Does seem though that the no email decree is somewhat discriminatory.
am
am
Member since 15 Apr 2011
Total posts 216
I'm not sure if this page is useful to you?
http://www.qantas.com.au/travel/airlines/deaf-or-hearing-impaired/global/en
And I'd better mention that I agree 2 weeks is a long wait... A company the size of Qantas should be aiming for a 72 hour turnaround on these types of enquiries, especially considering they can be dealt with 24/7 in off shore centres.
PeterLoh
PeterLoh
Qantas - Qantas Frequent Flyer
Member since 25 May 2012
Total posts 356
They do have such a service for hearing impaired persons.
Details here: http://www.qantas.com.au/travel/airlines/deaf-or-hearing-impaired/global/en
wilsoni Banned
wilsoni Banned
Qantas - Qantas Frequent Flyer
Member since 28 Sep 2011
Total posts 302
Thanks to am and PeterLoh for that. I'll check it out.