Qantas - Qantas Frequent Flyer
Member since 11 Apr 2018
Total posts 3
Hey all, first-time poster here. I run a non-profit and plan to be traveling overseas and domestically a few times a year for the next two years for business and also for leisure. I was posting to ask about experiences with compensation after experiencing a website glitch and repeatedly poor service from Qantas staff.
Member since 21 May 2014
Total posts 176
OP, what compensation do you deem realistic?
Hey there, thanks for responding. I guess that's what I'm trying to figure out from more experienced flyers. I have never experienced such consistently rude and unhelpful service from any company, let alone an airline. Given that I run my own business and am pretty busy, having to spend so much time following this up over a few weeks (and not even knowing if I'd end up with the booking) was a real drag. That being said, I'm only just starting to fly for business so I don't have status and I'm not sure if it's even realistic for me to ask for or expect anything. I'd be happy with some points or an upgrade though (but I might be dreaming!)
Member since 07 Oct 2012
Total posts 771
By all means, complain about service... but I what was your actual loss? You may lucky to get some QFF points and maybe an apology.
Member since 23 Feb 2016
Total posts 63
Reading your OP if you are new to the booking game and using
vouchers I would have thought that purchasing GV via the QF store is not a good
use of points. I have not looked into this in any great detail however looking
at the price to purchase a $50 GV via the store the price is 9850 points. If
you were to use points and pay via the QF site 9850 points would be approximately
$66.00 in value. It would seem like the use of points and pay represents a
better use of points based on a couple of bookings I looked at.
Member since 28 Oct 2011
Total posts 261
Qantas - Qantas Frequent Flyer Platinum
Member since 07 Feb 2013
Total posts 431
Yep like John Phelan said you can clearly see your points balance at the top of your profile page, hardly the airline's fault.
Member since 01 Feb 2018
Total posts 24
If you just have Bronze level then 1-2 hours wait on the phone is the norms, especially during peak time. (aka evenings) and the person you get to speak is of a variable quality. At least QF still have their call centres here in Oz. Hence good luck with trying to get compensation for the time you spend.
Member since 02 Feb 2018
Total posts 30
I have had flights booked and itinerary not confirmed and had to chase it before but this was due to a system error apparently. Usually I get though in a minute or two to the call center but last week even at Gold status the phone que was 35min, use the call back service
Just to clarify and respond to a few of the comments- my complaint is that the points balance on the top of the page was NOT reflective of my balance after the voucher purchase. A few hours after my purchase, the website hadn't yet deducted the points from the balance that was both on the top of the page and in the points + pay slider. So I just spent the amount of points that it told me I had in 2 different locations on the website, which I had thought would have been my balance after the purchase.
Member since 20 Apr 2018
Total posts 4
My experience with the QFF help centre has been poor. They provide incorrect information and are very quick to come up with reasons why you are not entitled to benefits/compensation for their mistakes. Improvements to the web page would help (as then I wouldn't have to call them) but don't expect anything from them. Occasionally you might be pleasantly surprised.
Virgin Australia - Velocity Rewards
Member since 26 Apr 2016
Total posts 6
Chalk it up to experience and look forward to your flight. Stuff happens, not always in your favor, but at the end of the day, it's invaluable information to remember for next time. Don't abandon an airline unless you intend to skip from one to the other for the rest of your life. They all have their moments.
Member since 18 Jun 2015
Total posts 81
I dont think all the Qantas call centers are in Oz now. I believe that one might be left in Hobart maybe. But the rest are South Africa, New Zealand and Philippines I believe. Certainly chat is in Philippines as well.
Member since 19 Apr 2012
Total posts 730
I would stick with them (QF) if you are doing a lot of domestic and international travel as the choice for both together is not great (VA doesn’t have great domestic schedules) Once you get to Gold or even better platinum the service standards and wait times improve quite a bit and Platinums get the Oz call centre. Jumping around to different airlines will be frustrating as you will get poor service from most for one off bookings. If I am getting nowhere on a call centre I offer to call back which gets me a different person who may be much more helpful. Being friendly to them early in the call (hows the day hows the weather etc) also helps, as most people they deal with aren’t. You might even open an Account with them if you do enough flying and you may get a dedicated call centre.
Member since 01 Mar 2018
Total posts 14
Hi Guest, join in the discussion on
Awful Customer Service with Qantas
Already have an ET account? Log in below.
Signing up with Executive Traveller only takes a second and lets you
interact with our community. It's completely free and we'll never pass your information on to
Didn’t receive an activation email? Resend one to yourself here.
If you’ve forgotten your password, simply enter your email address
below, then click 'Submit'. We’ll send you an email to re-activate your account and enter a new password.
If you have not received the activation email, simply enter your email address below, then click 'Submit'. We’ll send you an email containing the activation link.
Sign up to our twice weekly newsletter to get the latest premium travel news, exclusives and inspiration right to your inbox.