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Qantas Customer Care just doesn't

Qantas

 

Back in September I had to fly to Thailand for a magic event, so I booked my flights on Qantas for Sep 18 returning on September 23.

I have been a Frequent Flyer with Qantas for 20 years and I have always had seating preference request for a window seat. 

My first flight (to Singapore) was not a Qantas flight but Emirates... and I was seated at the very back of the plane in a middle seat in the middle aisle. As I was pretty much the first to check in, I asked if they could change my seat to a window but they assured me the flight was full and all seats were allocated.

During the flight, as I was at the very back, I was the last one to be served a meal and the options were exhausted. I was offered the fish (which I don't eat). They said they would check and see if there were any other meals - but they never came back... so I didn't eat. Luckily I had brought my own water on board because I didn't get a drink either.

I arrived at midnight and my flight to Bangkok was 9am, so I had booked the transit hotel in the airport. But I was told because my next flight was JetStar (I had booked on Qantas) I had to clear customs and check in again. 

I did this but, when I tried to check in JetStar told me to come back at 7am as check in was not open. This meant I could not get back into the airport and my hotel. I kicked up a fuss, enough it seems, as they got a manager and reluctantly checked me in anyway. I was given an aisle seat up the back...

During this flight I was offered a food voucher, as I had booked on Qantas. Sadly my choices (sandwiches etc) were all "unavailable". I settled for honey roasted nuts and a coke. On eating the nuts I got quite a shock... they were wasabi nuts. I called them over and they were genuinely surprised I was unhappy. They were all out of the advertised honey roasted nuts, so they gave me the only other thing they actually had in stock... pretzel mix.

Yummy breakfast... not.

On my return flight, I was on a Qantas flight... operated by Emirates... again I was in a middle seat in the aisle.. again they couldn't do anything about the seating... but this time I was not at the back of the plane.

Meal service came and they started serving from behind me this time. I admit I got excited and started to choose my meal but, after serving the row directly behind me they went straight to the front of the plane and started serving from their back. Yep, by the time they got to me it was the fish or nothing. I chose nothing. 

I was offered a drink this time. I asked for tomato juice and the attendant poured me an apple juice. When I explained that I had requested tomato she gave me the dirtiest look and slowly, silently took the drink back and poured me the most evil tomato juice I've ever had.

She didn't return for the duration of the flight... and I was quite pleased actually.

Arriving in Sydney I rechecked my luggage and had a very helpful Qantas staff member look after my transit.

Flying to Melbourne, in an aisle seat, was again marred by inattentive and disinterested in flight attendants.

 

Qantas

 

I wasn't exactly thrilled with the lack of service I received, the seating, the meals, or the fact that I booked with Qantas and was shuffled around on other airlines causing various problems as a result, so I did the right thing and went to the Qantas website and filled out their feedback form on September 25 and almost immediately received this email:

 

Dear Tim,

Thank you for contacting Qantas Customer Care.

We are always happy to hear from our customers and to assist where possible.

Your reference number is 2014/187568.

We aim to respond to you within the next 15 business days.

If you have further feedback relating to 2014/187568 or wish to add attachments, please click here.

Kind regards

Qantas Customer Care

 

But by October 21 I still hadn't heard from them so I emailed them again.

Then I realised it would most likely get no result so I went back to the Feedback Form, filled it all out again, adding the fact that they had failed to contact me within their time frame and I immediately got a response:

 

Dear Tim,

Thank you for contacting Qantas Customer Care.

We are always happy to hear from our customers and to assist where possible.

Your reference number is 2014/187568.

We aim to respond to you within the next 15 business days.

If you have further feedback relating to 2014/187568 or wish to add attachments, please click here.

Kind regards

Qantas Customer Care

 

 

On Wednesday November 5 I finally received a reply from Qantas Customer Care

Dear Tim

Thank you very much for contacting us with your concerns.

I would like to apologise that you had such a negative service experience when travelling with us recently please accept my sincere apologies.

When travelling in the future you are able to pre select your seating on our website at Qantas.com.au.

Please be assured that your feedback is not falling on deaf ears. Feedback such as this is invaluable to us as it flags up areas in which we need to improve, and only when passengers like you inform us of this much needed improvement are we able to take steps and make the changes needed. We are truly committed to creating the world's best flying experience, in every regard from check-in to destination and beyond, and the only way to get there is to listen to our passengers.

Thank you again for contacting us with your feedback, and I hope we can welcome you aboard a Qantas flight again in the near future. 

Kind regards

Louise

Customer Care Executive

 

To me, it appeared that they hadn't really addressed my point that my Frequent Flyer seat preferences were supposed to determine where I sat (ie: window as opposed to the centre of the centre aisle) and were telling me it's now up to me to go online and book my own seat. Plus, they totally ignored my other issues with meals and dismissive staff.

So I replied to them - and this time my email bounced back with a reply saying "This mailbox is not monitored."

Maybe my feedback WAS falling on deaf ears after all!

So I sought out their Facebook page, which is FILLED with customer complaints, and I summarised the entire saga in a post and received a reply right away telling me that they were very concerned that this issue had not been addressed, they pride themselves on customer service and safety is always the number one priority at Qantas... they asked me to PM them my reference number and they would get back to me right away!

Wow! Maybe they have shifted their entire Customer Care team over to social media? That's why the phones never get answered and the feedback forms are replied to by computer... there's nobody at head office anymore.

Sadly, nobody contacted me.

I kept posting messages saying I hadn't heard from anyone yet until my post got so far down the page I couldn't find it anymore.

Then I had to start a fresh post all over again, letting them know I hadn't heard anything from them in their attempt to address the fact that I hadn't heard anything from... them.

This time they asked me to PM them my email address, as they claimed they had emailed a reply and were surprised I hadn't got it.

So was I, as I was receiving Qantas spam (sorry... "promotional material") on almost a daily basis.

Again I waited, again I had to start a fresh post as my second post had disappeared under a mountain of complaints from other, equally frustrated, soon to be ex-Qantas customers.

Finally, on November 25, after almost THREE WEEKS of fruitless posting on their Facebook page, I received this:

"Hi Tim, as previously discussed our Customer Care team has sent a reply via email on the 14th of November and again on the 19th of November. We understand you have not received either email and would request an alternate email to once again resend this response to as it appears you are not receiving any correspondence from Customer Care. Lily"

I explained that my email was working, their is no reason I should not be receiving emails from them

"Hi Tim, we have followed this up with Customer Care and have once again asked that they re-send a copy of the email dated 19th November 2014. Please confirm if and when you receive their email response. Lily"

... and then

 

IT ARRIVED!!!

 

Finally, the email they said they sent on November 14 (or 19th) addressing my issues of seating, meals, staffing and lack of response from Customer Care arrived:

"Ref. No: 2014/187568

Dear Tim,

Thank you for your further correspondence. 

I regret that you are unhappy with our response.

I feel that your concerns with your Emirates and Jetstar travel on your WEB JET
ticket were adequately addressed. I am afraid that there is nothing more I can
add. 

I appreciate you taking the time to pursue this issue and I apologise if we have
not been able to resolve this matter to your satisfaction. 

Kind regards
Louise 
Customer Care Executive"

Wow.

 

 

"

 

 

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