Qantas deteriorating Service

28 replies

avw611

Qantas - Qantas Frequent Flyer

Member since 29 Jan 2019

Total posts 14

I'm surprised no one has mentioned the Qantas website Chat service. I have used it effectively in the past, although recently it appears to be broken more often than not, forcing me to call Qantas instead of using chat. Mentioned it to 2 different agents I spoke to, but there seems to be no rush to fix it (it's still broken today). You would have thought someone would notice if no chat requests are coming in from clients for several days. It seems the service has indeed deteriorated.

adethyasjce

Qantas - Qantas Frequent Flyer

Member since 03 Jul 2018

Total posts 66

I'm surprised no one has mentioned the Qantas website Chat service. I have used it effectively in the past, although recently it appears to be broken more often than not, forcing me to call Qantas instead of using chat. Mentioned it to 2 different agents I spoke to, but there seems to be no rush to fix it (it's still broken today). You would have thought someone would notice if no chat requests are coming in from clients for several days. It seems the service has indeed deteriorated.

The Qantas chat is not working as it used to be. I've observed a few issues ;


1. Availability of the chat - Earlier, there used to be a red chat icon visible when logged in to the FF profile or even on the Qantas website - this chat icon is now very rare to see - i think this indicates that the agents are busy? or not available ? not sure

2. Earlier - when the agents are free for a chat or if they're not busy with any other customer, a "Chat Now" micro window appears on the page you're currently on and from that micro window one could initiate a chat w/ an agent - this is no longer happening

3. Earlier - when a chat is initiated the very first screen captures the name and QFF number of the person contacting - however, now a days, this doesn't seem to be working. When the chat window is opened (which in itself is very rare), there is a blank screen and the only option is to close the window and try to open again. But when you close the window, the red chat icon no longer appears, which means, the agents are busy and no one is available to take a chat.

It's not as easy and "available" as it used to be. One more sign of deteriorating service.

I even tried to initiate a chat early mornings and late nights - no luck

Rusty1

Qantas - Qantas Frequent Flyer

Member since 06 Jul 2014

Total posts 3

I've been QF Platinum for many years (as well as Lifetime Gold) and have flown Qantas for decades, along with other airlines of course. The banner at the top of these posts is correct - the service from Qantas is definitely deteriorating.

Six to 10 years ago I was rating their service as excellent on both international and domestic flights. Today it's not the same and common threads have emerged in recent years:

- Regular, almost predictable delays to domestic flight schedules invariably announced as "awaiting arrival of replacement flight crew" and nothing to do with weather, technical issues etc. The later in the day, the greater the likelihood of a delayed departure.

- Late delivery of checked baggage, especially at Melbourne Domestic where it's not unusual to experience up to a 30 minute delay. On one occasion when I expressed concern at the baggage service counter the two staff agreed fully and said they and their colleagues see this regularly and they get upset because all their good efforts to provide a quality service on behalf of Qantas are let down by slow baggage delivery.

- Increasing delays in answering calls to their Platinum "priority" telephone service. Hence I recently tried the online Chat service but the response was from someone overseas who clearly had minimal understanding of English and couldn't comprehend my query. When I repeated my query (politely) I never saw another word, so I gave up.

- Lack of follow-up to or interest in any complaints. At Brisbane Domestic our aircraft's departure was delayed for two hours due to a technical issue (which I will readily accept for safety reasons), but the checked luggage was left on the trolleys on the tarmac uncovered. Heavy rain arrived (definitely not an electrical storm preventing exposure by ground crew) with the result the uncovered luggage was soaked. No one took an interest in my complaint.

- The decline in the menu variety in the Domestic Business Lounges. Once upon a time during peak periods you had hot choices of sausage rolls, pizza slices, pasties, tacos etc. Now it's just the usual rice and "something". In Melbourne even the bacon has disappeared from the breakfast menu (but not Sydney for some reason).

- The halving of the number of toilets in Business Class on the refurbished A380, the provision of only one toilet in some A330-200 international flights and the sharing of toilets between Business and Premium Economy passengers on the B787 Dreamliner extra long haul flights. The ratio of Business Class toilets to passengers on premium, reputable international carriers is around 1:14. With Qantas it is 1:23 (B787), 1:28 (some A300-200) and 1:32 (A380). This is akin to budget airlines.

- Although I've never flown Premium Economy, I have seen endless complaints about the seat pitch of the supposedly "revolutionary" design in the B787 Dreamliner and the same seats planned for the upcoming refurbishment of the A380. Not all of those passengers can be classed as unreasonable.

I could go on but suffice to say based on my long experience there has definitely been a decline in the standards offered by Qantas in recent years. I feel sorry for the flight crew who predominantly do their utmost to provide the best service possible but they are let down by factors outside their control.

Overall, I believe the decline in standards has been caused by the decision makers in Qantas' corporate headquarters. Basically, I suspect those responsible for making decisions about service quality and passenger comfort and convenience are overridden by the bean counters who have little comprehension of such topics, only the bottom line.

AGoldring

QFF

Member since 13 Feb 2016

Total posts 40

I must say the service onboard has always been great, but the food.....omg!


That has gone from bad to worse on both J and F

nige00160

Member since 07 Jan 2016

Total posts 57

Qantas's telephone service appears to be based on the CentreLink model ....

Madhatter49

Virgin Australia - Velocity Rewards

Member since 11 Dec 2016

Total posts 70

All the bad service at QF. Just pop over to Virgin. They're happy to take you on. I generally always get a better deal, and service from VA.

QF is just a last resort if no better option is available for my travels.

dddale

Member since 06 Dec 2018

Total posts 25

I understand your frustration. As another poster said above, Qantas does have a loyal fanbase and I have to admit, I am one. I have to say that I fly with Qantas because over the years, I have needed to change flights and on the whole, the call centre staff were very good with me. I have been a gold frequent flyer for years and this year made it to platinum. I stick with Qantas because I have been treated well over the time. Yes, their service standards on the aircraft is fluid, but seriously what company in Australia offers stellar service? Ring Telstra, the Commonwealth Bank, even the Tax Office... all offering below expectation service. As I have gotten older, I read articles about Qantas and remain informed about their developments. What does frighten me is their plan not to commit to further operate the Hobart call centre and I hope this does not mean that the human interaction between Qantas and their customers will be depleted further. I too have recently used the chat bot service and throw in a curve ball question and it falls down. So it's on the phone to Qantas and a call centre consultant quickly rectifies my issue. In my own experience, Qantas still performs well above other carriers around the world. Travel with some overseas carriers as I have and you'll find that Qantas out-performs most of them with customer service. Finally, I recall travelling Qantas under Geoff Dixon and that it felt like the carrier was shot to bits. I have observed Qantas has improved under Alan Joyce. While I understand the original poster's frustration, I have to say in my experience, Qantas out performs many other carriers in customer service.

HeatherG

Member since 17 Nov 2018

Total posts 1

Some of this is #firstworlproblem stuff.


I used the webchat a few nights ago to link my husband's ticket with mine, and to move his seats. They only linked his ticket. I called them the next night, and the phone was answered within four rings. They processed my request - friendly, efficient and no worries.


When my mother was stranded in Sydney on a delayed flight back to the US, they went above and beyond to seek her out, taking her into the lounge and make her comfortable, etc. She hasn't travelled a lot. She also has two replacement hips and a bad back, and didn't have status.

Are they flawless 100% of the time? No. I've had the crabby flight attended, bum seat, old jet, etc. However, they've gone the extra mile when needed. They are also a very safe airline.


I've flown Cathay recently on their new A350 and whilst very good, Qantas still has a better overall product which is largely down to their customer service/care. (For example, despite being platinum, the Cathay staff still spoke to my husband rather than me.) United isn't even close to the same league. A few new jets and a less crabby crew doesn't make up for their poor overall product.

Ourmanin

Singapore Airlines - KrisFlyer

Member since 08 Jun 2018

Total posts 144

I’ll add my 2c worth having recently flown Qantas for the first time in a while. I think the biggest issue is that they have a near monopoly on corporate travel in the Australian market (similarly to BA in London) and this leads to some complacency. When I first moved to Australia 7 years ago one thing that astonished me was the near obsession with Qantas Points that seems so prevalent amongst Traveller’s. There seems little doubt that many people seem to believe they are almost ‘tied in’ to Qantas because of those alone. The old business seats are past their best (as I found out!) but certain things they do well. I generally find the crews to be great. The lounges are good (I’m always impressed with the new(ish) T3 lounge at Heathrow and they are dealing with the crowding issues at Changi with new F lounge). I’d agree with comments about the food which can be very hit and miss, it probably is time to move on from Neil Perry, so many fabulous other partners they could chose. Customer service - when you get to actually speak to someone it’s usually good, it’s actually getting to speak to someone that’s the issue. Overall are they as good as SIA / CX / QR - not in my view (I don’t do much domestic travel in Australia anymore so that may change your perspective), but I believe on an overall basis, they are better than the US ‘big 3’. There are areas that have scope for improvement, but they aren’t as bad as some would have you think.

Rod H

Virgin Australia - Velocity Rewards

Member since 06 Mar 2015

Total posts 244

Is it simply that most other Airlines service has gotten better rather than QF deteriorating?

So many other carriers have vastly improved their service and seating whilst QF seem to be stagnant.

Good time to cut the apron strings from QF and try the vastly better other ones.

PLEASEupgrademe

Qantas - Qantas Frequent Flyer

Member since 16 Nov 2017

Total posts 94

I am due to head off at 11:45 AM This Morning on QF 153 from MEL-AKL. I chose to fly Business Class as they had a very good deal on late last year. I really wanted to utilise the Business Class seats on the A330-200. About 3 months ago, Qantas sent an email advising me that return flight (Also an A330-200) had been cancelled and that I had to phone them to make arrangements. When I called them, They told me that the flights that they were willing to put me on were all operated by 737s. Note: I would NEVER pay from Business Class on a 737. I asked if there were ANY A330-200 services that day and there was one, which they put me on, QF 158. I was really upset because QF158 is scheduled to be flown on VH-EBG, One of only 2 A330s that has NOT had its J class retrofitted to the same standard as the rest of their A330 Fleet (IE EBG is 2-2-2.) At least it was an A330 service I thought, and my outbound flight was with the 1-2-1 configuration, so I was really looking forward to this product.


I checked in for my flight (QF 153) last night and was pleased to see that I was assigned seat 4A (my original selection. About Half an hour ago, I thought I would click on the "select seat" button on the App to see If the flight was full. To my UTTER SHOCK I saw the 2-2-2 config on QF153.

After assertively explaining to Qantas all those months ago that I wanted an A330 service because I wanted the best possible Business product they offer, and that anything less would be unacceptable.

I just rang Qantas to complain and the woman who answered my call was completely unsympathetic and did not listen or care to understand the reasons why I was upset. We got disconnected for some reason and so far there has been no attempt to call me back.

I have a tertiary University education in Aviation and I have worked as an Aviation Consultant and believe me, I understand that Aircraft are liable to be changed or swapped at any time prior to a flight due to operational reasons.

However, QF has had so many opportunities to make this right for me, or even offer me an apology.

No such thing.

With my currrent flight bookings, I will be on 680 Status Credits as a QFF (20 short of Gold.) I have been very loyal to Qantas over the last 8-9 months.

What is the best way to complain about this saga? What number or what email address do i need to use to send them my complaint and make a request that they do something that reminds me of a true and meaningful apology?

I posted this story in this particular thread because the overwhelming majority of International airlines on Plane X, will all have the same configurations. IE This is but 1 or 2 aspects of why QF service is deteriorating.

dddale

Member since 06 Dec 2018

Total posts 25

I am due to head off at 11:45 AM This Morning on QF 153 from MEL-AKL. I chose to fly Business Class as they had a very good deal on late last year. I really wanted to utilise the Business Class seats on the A330-200. About 3 months ago, Qantas sent an email advising me that return flight (Also an A330-200) had been cancelled and that I had to phone them to make arrangements. When I called them, They told me that the flights that they were willing to put me on were all operated by 737s. Note: I would NEVER pay from Business Class on a 737. I asked if there were ANY A330-200 services that day and there was one, which they put me on, QF 158. I was really upset because QF158 is scheduled to be flown on VH-EBG, One of only 2 A330s that has NOT had its J class retrofitted to the same standard as the rest of their A330 Fleet (IE EBG is 2-2-2.) At least it was an A330 service I thought, and my outbound flight was with the 1-2-1 configuration, so I was really looking forward to this product.

I checked in for my flight (QF 153) last night and was pleased to see that I was assigned seat 4A (my original selection. About Half an hour ago, I thought I would click on the "select seat" button on the App to see If the flight was full. To my UTTER SHOCK I saw the 2-2-2 config on QF153.

After assertively explaining to Qantas all those months ago that I wanted an A330 service because I wanted the best possible Business product they offer, and that anything less would be unacceptable.

I just rang Qantas to complain and the woman who answered my call was completely unsympathetic and did not listen or care to understand the reasons why I was upset. We got disconnected for some reason and so far there has been no attempt to call me back.

I have a tertiary University education in Aviation and I have worked as an Aviation Consultant and believe me, I understand that Aircraft are liable to be changed or swapped at any time prior to a flight due to operational reasons.

However, QF has had so many opportunities to make this right for me, or even offer me an apology.

No such thing.

With my currrent flight bookings, I will be on 680 Status Credits as a QFF (20 short of Gold.) I have been very loyal to Qantas over the last 8-9 months.

What is the best way to complain about this saga? What number or what email address do i need to use to send them my complaint and make a request that they do something that reminds me of a true and meaningful apology?

I posted this story in this particular thread because the overwhelming majority of International airlines on Plane X, will all have the same configurations. IE This is but 1 or 2 aspects of why QF service is deteriorating.

I observe loyalty is measured in years and not months and of course, status tier with airlines. I don't think this is an example of deteriorating service as much as an operational aircraft substitution and your unhappiness with it. As frustrating as it may seem, probably best to fly with another airline in the future.

bl812

Emirates Airlines - Skywards

Member since 11 Mar 2015

Total posts 9

just returned from a first class QF disappointment! Flew the QF35-36 on the 380-what a tragedy! Wear and tear-mediocre food and very slow service-soiled napkins and the silverware??? Even on economy most airlines serve with a better quality -simply a disgrace-and I don't even mention the huge rip off that QF charges as processing fees 'tax' on the ticket-I bought 2 tickets one with QF points and one with AA-QF charged nearly 5x more than AA for the 'experience' I urge anyone who plan a trip like this -please don';t waste your time and money and points with QF it;s simply won't worth it-it's nothing more than a premier business class product to say the best-even their amenity kits were rotten-I came home and try on of the moisturizer and it was rancid!!

What a disgrace and inferior products this is! You should be ashamed Mr Joyce with this!

Red Cee

Member since 15 Feb 2018

Total posts 151

Qantas management need to stop listening to the bean counters on ways to reduce services to reduce costs, and listen to the customers who actually purchase the air fairs.

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