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.
Thanks Gil - at least someone is having a good experience!
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
I’m simply pointing out something that I was actually very happy with which is now turning to a complete frustration. I’m raising it here because it’s one of the few forums where people can point out these issues in the hope that someone will listen - we most likely all have a lot of travel under our belts and when something affects the way in which we travel I’m sure many on here can sympathise.
For me, I don’t think consistent Cbr -> Syd cancellations (highest rate in the country), 2 x 40 minute hold times/callbacks on the phone to try making changes, QF booking me onto Virgin because they were full, and 3 weeks to reply to a complaint (all this since July) are not what results in a happy customer. Call it a bad run for me perhaps? Let’s just hope 2018 results in QF improving their CS again. Even if it’s just my own.
I have been looking at this thread since it started and not saying anything...either I'm easy to please, have simple issues to manage or just have good manners/attitude when speaking with the poor souls on the other end of the line who it would appear cop a fair bit of flack.
Call centres are not perfect, including Qantas, however Qantas is heaps better than the teleco's and energy companies, they are another story, for another time...!!!
i just gave up calling QF call centre completely. Calling AA is a totally different (and much better) experience!
I really did get used to quick answering on the phone. Usually in a minute or two. A consistent 30+ minutes as a gold now is now the worst out of any company that I call, I assume it’s ‘worlds best practice’ though.
I have been looking at this thread since it started and not saying anything...either I'm easy to please, have simple issues to manage or just have good manners/attitude when speaking with the poor souls on the other end of the line who it would appear cop a fair bit of flack.
Call centres are not perfect, including Qantas, however Qantas is heaps better than the teleco's and energy companies, they are another story, for another time...!!!
Have a great New Year and travel safely. :)
Thanks Clancy. Happy new year and safe travels to you too.
I’m glad your experiences are positive. Having a job that requires great customer service I’m usually a stickler for receiving service as good as I give. In this case I just see a clear and sudden deterioration. I don’t expect good customer service 100% of the time and I usually only make contact when I actually need help - but the attitude in all cases except in the air for me just seems to be really poor right now.
As a side note I get daily google alerts each morning (being a shareholder I like to know what’s going on) and just over the Christmas break it’s nothing but poor customer service complaints. Ausbt (Who I thought may have jumped all overthis issue), TripAdvisor at least daily, news (dot) com (dot) au semi regularly, and a SMH article yesterday that’s really alarming. Someone at Mascot actually needs to read through this stuff and listen in 2018 because this isn’t sustainable IMHO.
I agree. It is almost like deliberate strategy to exhaust us so that they only have to address problems from customers who are persistent enough to go to the Advocate.
Thanks everyone for their tips and comments. This issue was finally resolved by sheer persistence. I kept emailing and finally had some luck. In the end it took 2 phone calls and 7-8 emails. In terms of manners and politness, I was certainly very well mannered and polite when I initially raised this issue, but unfortunately I find it was only when I get very assertive (and even threaten legal action) that anyone took the issue seriously. This doesn't just apply to Qantas but across different industries. It was disappointing how difficult this issue was to resolve and I kept thinking that it just didn't need to be like this. The push back from Qantas is so inefficient and I wonder how many hours are wasted by staff pushing back when they could be working on resolving the issue.
Ha Ha, I work within a multi national company and our IT dept has now been located off shore. I don't even bother calling them and just persist with the problem.
Over the Christmas break it’s nothing but poor customer service complaints. Ausbt (Who I thought may have jumped all overthis issue)...
Hi Ryan, we don't get involved with or cover passenger compaints, regarding Qantas or any other travel provider - there are plenty of other media sites that write these stories, so we keep AusBT unique by writing our own content, rather than 'me too' articles that can be read elsewhere.
Hi All, totally agree with all the above.the customer service in a lot of areas has declined to a very poor standard especially QFF. The consensus on numerous sites that they are fastly becoming an overrated airline and don't get me started on the food they present (time for a new ? celebrity chef) Anyway they still have one positive I still believe they are the safest airline in the world,.
ryanpst
ryanpst
Qantas - Qantas Frequent Flyer
Member since 27 Jun 2013
Total posts 72
ryanpst
ryanpst
Qantas - Qantas Frequent Flyer
Member since 27 Jun 2013
Total posts 72
Second that, some people just can't help having a whinge at anything
I’m simply pointing out something that I was actually very happy with which is now turning to a complete frustration. I’m raising it here because it’s one of the few forums where people can point out these issues in the hope that someone will listen - we most likely all have a lot of travel under our belts and when something affects the way in which we travel I’m sure many on here can sympathise.
pkjames
pkjames
Qantas - Qantas Frequent Flyer
Member since 21 Jan 2017
Total posts 44
i just gave up calling QF call centre completely. Calling AA is a totally different (and much better) experience!
Clancy
Clancy
Qantas - Qantas Frequent Flyer
Member since 31 Jan 2016
Total posts 78
I have been looking at this thread since it started and not saying anything...either I'm easy to please, have simple issues to manage or just have good manners/attitude when speaking with the poor souls on the other end of the line who it would appear cop a fair bit of flack.
Call centres are not perfect, including Qantas, however Qantas is heaps better than the teleco's and energy companies, they are another story, for another time...!!!
Have a great New Year and travel safely. :)
Heliduck
Heliduck
Qantas - Qantas Frequent Flyer
Member since 22 Dec 2017
Total posts 6
"or just have good manners/attitude when speaking with the poor souls on the other end of the line"
ryanpst
ryanpst
Qantas - Qantas Frequent Flyer
Member since 27 Jun 2013
Total posts 72
I really did get used to quick answering on the phone. Usually in a minute or two. A consistent 30+ minutes as a gold now is now the worst out of any company that I call, I assume it’s ‘worlds best practice’ though.
ryanpst
ryanpst
Qantas - Qantas Frequent Flyer
Member since 27 Jun 2013
Total posts 72
I have been looking at this thread since it started and not saying anything...either I'm easy to please, have simple issues to manage or just have good manners/attitude when speaking with the poor souls on the other end of the line who it would appear cop a fair bit of flack.
Call centres are not perfect, including Qantas, however Qantas is heaps better than the teleco's and energy companies, they are another story, for another time...!!!
Have a great New Year and travel safely. :)
Thanks Clancy. Happy new year and safe travels to you too.
I’m glad your experiences are positive. Having a job that requires great customer service I’m usually a stickler for receiving service as good as I give. In this case I just see a clear and sudden deterioration. I don’t expect good customer service 100% of the time and I usually only make contact when I actually need help - but the attitude in all cases except in the air for me just seems to be really poor right now.
As a side note I get daily google alerts each morning (being a shareholder I like to know what’s going on) and just over the Christmas break it’s nothing but poor customer service complaints. Ausbt (Who I thought may have jumped all overthis issue), TripAdvisor at least daily, news (dot) com (dot) au semi regularly, and a SMH article yesterday that’s really alarming. Someone at Mascot actually needs to read through this stuff and listen in 2018 because this isn’t sustainable IMHO.
User
User
Member since 01 Jan 1970
Total posts 0
I agree. It is almost like deliberate strategy to exhaust us so that they only have to address problems from customers who are persistent enough to go to the Advocate.
AlexTravAddict
AlexTravAddict
Qantas - Qantas Frequent Flyer
Member since 17 May 2015
Total posts 42
Thanks everyone for their tips and comments. This issue was finally resolved by sheer persistence. I kept emailing and finally had some luck. In the end it took 2 phone calls and 7-8 emails. In terms of manners and politness, I was certainly very well mannered and polite when I initially raised this issue, but unfortunately I find it was only when I get very assertive (and even threaten legal action) that anyone took the issue seriously. This doesn't just apply to Qantas but across different industries. It was disappointing how difficult this issue was to resolve and I kept thinking that it just didn't need to be like this. The push back from Qantas is so inefficient and I wonder how many hours are wasted by staff pushing back when they could be working on resolving the issue.
ConMon
ConMon
QFF Platinum
Member since 27 Jun 2016
Total posts 4
Ha Ha, I work within a multi national company and our IT dept has now been located off shore. I don't even bother calling them and just persist with the problem.
Chris C.
Chris C.
Member since 24 Apr 2012
Total posts 1,116
Hi Ryan, we don't get involved with or cover passenger compaints, regarding Qantas or any other travel provider - there are plenty of other media sites that write these stories, so we keep AusBT unique by writing our own content, rather than 'me too' articles that can be read elsewhere.
Powerledger
Powerledger
Member since 01 Mar 2018
Total posts 14
Hi All, totally agree with all the above.the customer service in a lot of areas has declined to a very poor standard especially QFF. The consensus on numerous sites that they are fastly becoming an overrated airline and don't get me started on the food they present (time for a new ? celebrity chef) Anyway they still have one positive I still believe they are the safest airline in the world,.