Qantas - Whats Your Issue?

Headless on 05/07/2022 - 11:24

I've recently bought some overpriced tickets to Singapore using points + pay through Qantas

After booking, my name didn't appear correctly on the ticket (had an initial for my middle name, not the the full name as per instructions to exactly match my passport, was also logged in through my QF account) so I wanted to check if it was going to be an issue.

Took me 10mins to find a phone number after going through numerous FAQ's telling me I can manage this through the website (which you can't) and that there is a 24hour no-pay change fee - so nice!.

BUT, I've been on the hold for 2-3 hours multiple times and cannot get a hold of anyone to ask if its still ok - and the 24 hours has just lapsed.

Why are Qantas deliberatly say how amazing they are on one hand, then deliberatly avoid speaking to customers on the other? making whatever promises they made worth nothing?

What are your experiences with "The Spirit of Australia"? - Is this the spirit of Australia? Pretentious and full of broken promises?

Or is it just me?

Travel

Related Stores

qantas.com

Comments

Hardlyworkin on 05/07/2022 - 11:27

+15

Similar experience for me though the actual flight part was good.

I think they are short of employees. It will help everyone if you take a job at their call centre!
- JimmyF on 05/07/2022 - 15:09
  
  +68
  
  I think they are short of employees
  
  Happens when you milk millions out of the gov during covid, then turn around and sack everyone! No one wants to work for you.
- Emli on 06/07/2022 - 07:28
  
  +2
  
  That’s okay if you live in Fiji. Our call last night was answered by an employee there.
  - Kranbone on 07/07/2022 - 19:34
    
    Had the same issue and she wanted us the hang up and call back so she could meet her quota. Would be less annoyed if she didn't have the fan blowing in her mic the whole time.,
- [Deactivated] on 07/07/2022 - 12:09
  
  +2
  
  At least OP doesn't have this issue: https://www.smh.com.au/technology/phuc-dat-bich-the-australi…
  - AssociatedOzJD @ qantas.com on 08/07/2022 - 03:43
    
    This was funny, but also a hoax.
Muzeeb on 05/07/2022 - 11:29

+10

It's a very well published fact that their customer service centre is struggling.
- ausdday on 05/07/2022 - 12:42
  
  +39
  
  "The spirit of Australia"- we did not see that coming.
  
  Qantas - we cancelled many flights and didn't expect rise in customer calls.
  Airport - It's holiday and we didn't expect so many travellers.
  Auspost - 2 years later, the delay of your parcel is due to Covid.
  - JimmyF on 05/07/2022 - 15:12
    
    +9
    
    OMG So this….. I do love the now 2.5 years later still blaming covid, when everything has been 'open' for ages and we have to live with it. But yet auspost still blames covid for everything.
    - Dslrfirst on 06/07/2022 - 08:19
      
      +8
      
      There are more Covid cases this year than since the start of the pandemic.
      - JimmyF on 06/07/2022 - 09:33
        
        +7
        
        @Dslrfirst: Yes there are, its part of the gov wanting us to 'live with it' but unlike at the start, a covid positive person disappears for a week and is back. While at the start of the pandemic, they and everyone around them in that workplace had to go into ISO for 2 weeks. Borders had been closed, people couldn't travel etc. All that is removed now. So there is a massive difference to what is happening NOW vs 2 years ago.
        
        Chandler on 06/07/2022 - 12:25
        
        +2
        
        @JimmyF:
        
        All that is removed now. So there is a massive difference to what is happening NOW vs 2 years ago.
        
        Yes, now instead of having a few people isolated for two weeks you have more people popping in and out for a week at at time.
        
        JimmyF on 06/07/2022 - 13:19
        
        +3
        
        @Chandler:
        
        Yes, now instead of having a few people isolated for two weeks you have more people popping in and out for a week at at time.
        
        As above, at the start a single case took out everyone who you worked with for 2 weeks…. This could have been 10+ people easily. Now days that doesn't happen. A single person for 1 week. So each case has a smaller impact even if you have more cases. You then have the fact that once everyone has had it, then what?
        
        Surely everyone at auspost has had covid by now if they are still blaming 'covid' staff shortages after all this time? What will be the excuse in 2 more years time? COVID STILL!!!!?
        
        I have a local cafe that endlessly blames 'covid' for staff shortages for 12+ months. The fact is, they don't want to hire more staff and pay REAL wages now all the backpackers have disappeared and won't work for $10/hr cash under the table.
        
        I mean a cafe that appears to have no more than 4-6 different staff at most, how can you keep blaming covid for 12+ months for them being short staffed when you only ever see 2 people on at a time? Surely the other 4 people don't have covid endlessly. It seems the owner isn't putting people on as people are putting up with crap service at sky high prices because……….COVID.
        
        I'm not saying a lot of places are not struggling, but there are certainly companies using covid to delivery poor service. Like Auspost and my local cafe.
        
        gromit on 06/07/2022 - 15:01
        
        @JimmyF: It takes out just as many as with resitrctions eased just about everyone gets it (sometimes multiple times). I am typing this from home isolation right now, almost everyone in my team has gotten it at least once this year and it has absolutely smashed us, it means at any point in time we are at least 10% down on capacity, sometimes as high as 20%. That has a massive knockon effect.
        
        JimmyF on 06/07/2022 - 15:23
        
        @gromit:
        
        It takes out just as many as with resitrctions eased
        
        The only people who have to ISO in say VIC for example are the people who have covid, everyone else even household members are allowed to carry on as they had been as long as they test neg via a RAT each day they want to leave the house. So it really isn't taking out 'masses' of people like it use to. No one in again say VIC has to ISO unless they HAVE covid.
        
        it means at any point in time we are at least 10% down on capacity, sometimes as high as 20%
        
        So no different to before covid then when people went on leave or had been sick. We averaged about 10% away all the time pre covid, getting as high as 20% or more during the 'peak' periods like school holidays etc.
        
        I am typing this from home isolation right now
        
        So you have covid or ACT just hasn't caught up to the other states yet? As this is 3/4 of the problem. You see my comments as strange as the only people here in VIC who have to ISO are people with covid, so everyone else is 'free' to go about as normal. Hence why I don't cut businesses like auspost who keep blaming covid for delays or the local cafe who NEVER has more than 2 members on shift due to 'covid' as laughable. The local cafe just doesn't want to pay for more than 2 members, as they use to use backpackers paid under the table.
        
        gromit on 06/07/2022 - 16:09
        
        @JimmyF: Daily covid numbers are around 40k a day, that means at any point in time 280k people are in isolation with covid. Yes I have Covid as of monday. Last year we had a fraction of the daily cases, but obviously yes it affected a lot more people into isolation. So the situation is better but still pretty bad. planned holidays are easy to deal with, the odd sick day or week can be a hassle but also easy to deal with, 10% out all the time is insane numbers if you have that many always off sick you have something going very wrong.
        
        JimmyF on 06/07/2022 - 17:20
        
        @gromit:
        
        Last year we had a fraction of the daily cases, but obviously yes it affected a lot more people into isolation
        
        Correct and today like you, they are only out for a week instead of two weeks.
        
        10% out all the time is insane numbers if you have that many always off sick you have something going very wrong.
        
        If you think about it, Normally a person gets 4 weeks leave and 2 weeks sick leave, which is 6 weeks out of 52 weeks in a year. aka 11.5% of the year. Even if they don't take any sickleave they are away nearly 8% of the working year.
        
        GG57 on 07/07/2022 - 09:12
        
        @JimmyF: They are still away 8% of the working year, plus up to 2 weeks of sick leave, plus any other 'special' leave that may need to be taken for COVID-related isolation.
        
        JimmyF on 07/07/2022 - 10:12
        
        @GG57:
        
        @JimmyF: They are still away 8% of the working year, plus up to 2 weeks of sick leave, plus any other 'special' leave that may need to be taken for COVID-related isolation.
        
        Correct, I was the one saying 10% of people being away was pretty 'normal' for business. While gromit seems to think this is special.
        
        gromit on 07/07/2022 - 11:28
        
        @JimmyF: 10% is not normal, most people do not take 100% sick leave and 100% holiday leave each year. to make it worse those numbers are while people are taking a lot LESS holiday leave.
        
        JimmyF on 07/07/2022 - 11:41
        
        @gromit:
        
        10% is not normal
        
        ~10% is normal if a person takes 4 weeks leave and 1 week sick leave a year. Which most do. Our company won't allow you to stockpile your leave.
        
        to make it worse those numbers are while people are taking a lot LESS holiday leave.
        
        Correct, but the point was that 'pre covid' ~10% of people had been away on leave/sick etc and the world didn't end, but somehow now that 10% are away these businesses are falling apart.
        
        ¯\_(ツ)_/¯
        
        gromit on 07/07/2022 - 11:43
        
        @JimmyF: sick leave is very VERY different to planned holiday leave. 10% randomly taken with no notice significantly impacts businesses or at least many businesses.
        
        JimmyF on 07/07/2022 - 11:59
        
        @gromit:
        
        sick leave is very VERY different to planned holiday leave. 10% randomly taken with no notice significantly impacts businesses or at least many businesses.
        
        ¯\_(ツ)_/¯
        
        If your business can't cope with people taking the sick leave they are entitled to, then you need to rethink your staffing levels.
        
        Dslrfirst on 08/07/2022 - 10:35
        
        +1
        
        @JimmyF: There are about as many COVID related deaths this year as the previous two years combined - they aren't "living with it" & they won't be "back". Not to mention "long covid", new variants etc.
        
        JimmyF on 08/07/2022 - 11:17
        
        -1
        
        @Dslrfirst: Well we are 'living' with it… But yes, some less than others. But this is what everyone wanted remember, they wanted covid to be over as covid is no worse than a 'common cold', it is only mild etc. So here we are.
    - VXCT on 06/07/2022 - 18:35
      
      Trust me they will use this excuse for the next 25 years. This is such a dam good excuse they just cannot let it go.
    - MrTweek on 07/07/2022 - 12:06
      
      +1
      
      Fact is, Australia Posts biggest problem is not people in isolation, it's that people still order A LOT more stuff online than they did before covid.
      
      For context: In the past, they would start planning for the christmas period from around April, make sure capacity is ramped up, hire more contractors, plan to run facilities and deliveries 7 days a week in December, and so on. It was a huge deal for the entire business.
      
      Now after covid, a normal week has more parcel volume than christmas period 2019.
      
      They are ramping up capacity, setting up new facilities like crazy, but you can't do that overnight. It's a lot better nowadays than it was 6 months ago. But it might still take a bit longer to get back to pre-covid performance.
  - markathome on 08/07/2022 - 21:12
    
    This is all true, but as someone who voted at 6:15pm (after monitoring polling place lines all day) I feel there's one missing…
    
    AEC - we are SHOCKED that people have DECIDED to vote this election; how could have any one foreseen this?
- JimmyF on 05/07/2022 - 15:10
  
  +10
  
  You have to wonder why call volumes jumped from 7k to 14k per day…. Maybe if they stopped cancelling flights, losing luggage and you know, start doing what you are paying them for, people wouldn't need to call up and complain so much!
- Forkinhell on 06/07/2022 - 09:21
  
  +4
  
  Their customer service has been struggling for years - poor in-flight service (my wife had to go through the lockers in the galley to get a drink because everyone was asleep), poor food menu, poor in-flight entertainment (too American).
  
  We stopped using Qantas for 8 years, then thought we'd give them another chance in 2016.
  No, it was the same #rap service. On the final leg of our business-class round the world trip we found that the last flight was a code-share with Qantas.
  
  And the service etc (see above) was atrocious - no surprises there. At least they're consistent.
  
  … and that horrible hot pink and orange uniform looks yuk! - who, in their right mind, would put those colours together?
  - Headless on 06/07/2022 - 10:41
    
    +7
    
    When they first started wearing that, I told a stuck up attendant lady she looked like a neopolitan icecream - she didn't like that very much, i thought it was sweet :D
Drakesy on 05/07/2022 - 11:31

+29

Take jobkeeper money that they bitched and moaned to get from Frydenburg when everyone else was cut off.
give sub par service

Rinse and repeat and screw the taxpayer over.

Classic Joyceeeee
GG57 on 05/07/2022 - 11:46

+7

TBH, this isn't even news.
The reputation of Qantas has been in the bin for months now.
- johninmelb on 05/07/2022 - 20:52
  
  +24
  
  I think you meant to say years not months.
meowsers on 05/07/2022 - 11:49

+7

I go out of my way to avoid Qantas.
MrHyde on 05/07/2022 - 11:53

+7

I called up Qantas yesterday and got answered in less than 3 minutes. Called around 11 AM.

In any case, for airlines systems; the Middle name is pretty much always captured as an Initial only. It'll be fine.
- Headless on 05/07/2022 - 11:58
  
  Cheers
- muzzamo on 06/07/2022 - 15:39
  
  not a platinum frequent flyer are you? They prioritise higher FF tiers in the call queue. It's why they ask for your FF# when the call first starts.
- AssociatedOzJD @ qantas.com on 08/07/2022 - 03:41
  
  +1
  
  In any case, for airlines systems; the Middle name is pretty much always captured as an Initial only. It'll be fine.
  
  This is absolutely not the case, and would certainly result in denied boarding to some countries.
  Format across all GDSs is MR SMITH/JOHN JAMES
Shadowsfury on 05/07/2022 - 12:01

+2

Can't book a rewards flight (classic rewards redemption not points+pay) as it fails on the last payment step. Gives an error message every time I try for the last one week. I have submitted website issue to them but no response on that yet. Trying to pay as cash I get past the screen that otherwise keeps failing me.

Rang Qantas (for the first time) last night around 10:30pm, after an hour on hold got through to someone and explained my issue. They put me on hold and then I got kicked back to the main menu ugh.

Will try again today while doing work and wait in line once more…
- Headless on 05/07/2022 - 12:28
  
  +1
  
  Happened to me too, gave up after trying on multiple machines - it worked a week later at higher rates…
- shadowblader9 on 05/07/2022 - 21:50
  
  +3
  
  My booking showed up on the "my booking" page after an error on the payment page, but not ticketed. I called this 1300659116 that I found on another ozbargain forum (apparently it connects to SA office?) and told the lady I wanted to complete my booking (quoting the booking reference). It seems like a common occurrence, the lady knew exactly what I was after as soon as she looked up my booking reference.
- fakefilo on 06/07/2022 - 10:01
  
  +1
  
  Ran into this yesterday, tried on two computers then it finally worked when I booked using the browser accessed through the Qantas app on my phone
  - Headless on 06/07/2022 - 10:43
    
    I wonder if they will publish that this is an issue (or will fix it), or just keep annoying the crap out of their customers?
- illusion99 on 06/07/2022 - 16:56
  
  The app/website has a lot of fake flights that can't be booked. Told Qantas about it in Dec 2021 and they said IT team are working to fix it. Good to see the usual Qantas service applies to their IT staff as well
- Shadowsfury on 06/07/2022 - 18:39
  
  3rd or 4th time lucky last night after constantly being told the flight I want won't work and website shouldn't be showing me that leg, I got someone that actually helped me book it after a very long time on and off on hold.
- gimme on 07/07/2022 - 03:42
  
  Same here. But somehow points + pay worked out a lot cheaper i.e less in pts (also zeroed pay portion) than the standard rewards booking so blessing in disguise. Not sure if that's normal or there's some other catch. Maybe less flexible? It was 40k pts vs 76k pts. Who knows
  
  PS Booked the exact same flights.
Darayus on 05/07/2022 - 12:04

+2

Can anyone tell me recently they have good flying experience with any airline? Post covid everyone is desperate to travel and airline least care to provide good aftersales services. I have not heard of any good or great flying experience for the last 4 months since travel opened up.

Also, there are few airlines flying to Australia and that has pushed the price of travel to the roof. Last week's flight from Melbourne to Adelaide was on sale for $ 950 economy and the flight to Auckland for $ 850 one-way.
- GG57 on 05/07/2022 - 13:16
  
  +2
  
  Flew with Air NZ a few weeks ago to Auckland. The check-in experience both ends was super smooth, with the only delays in Immigration etc.
  Flight was excellent.
- Hardlyworkin on 05/07/2022 - 22:28
  
  +2
  
  Flew Qantas to LAX in past 2 weeks (connected on another airline to get the hell out of this US). Flight left on time, check in was easy, food was good and plentiful and service onboard was fine too. Dreamliner plane was very comfortable for economy, screens were great for watching movies. So in other words Qantas got me there in one piece, on time and with a full stomach. Not expecting anything more than that - just a means to get me to my destination.
  - Headless on 06/07/2022 - 10:45
    
    A friend of mine used to be a flight attendant for the international arms, has a higher status than cattle class domestic, so the service is better
- SavingBux on 06/07/2022 - 10:46
  
  +1
  
  We predominantly travel in premium cabins.
  Virgin and Emirates flights have been fine recently.
  Qantas has been beyond atrocious in the last few months. Staff demoralized. Call centre unable to help even if you get through or makes mistakes constantly.
  
  We have abandoned them unless there is no other option and even then I'll only burn points for flights, not cash.
  
  (ex) Platinum One
- 900dollaridoos on 07/07/2022 - 06:30
  
  I did a trip to yemen and egypt a couple months ago from rural QLD. Involved 14 flights via Qantas, Emirates, Yemenia, and EgyptAir. All in cattle class.
  Didn't have a single hitch, Emirates was epsecially impressive. Their 14 hour flight was easier than my 1.5hr rural qld flight haha.
  
  That said, prior to the flight they screwed around with my booking (qantas) and nearly ruined the whole thing. Took a couple lengthy on-hold calls to sort out but once I actually got onto the right people it wasn't too bad.
- hawkers89 on 07/07/2022 - 09:40
  
  In the last few months I've done a few trips all on Qantas. No issues with check in and no issues with on board service. I guess I was fortunate!
  
  My parents did one trip with Jetstar to Singapore and I booked via Qantas website and for some reason there was a system glitch and their (and a bunch of other passengers) had their tickets cancelled for some unknown reason. Frustrating but the check in staff issued them new tickets (they had to pay) but the original charges were automatically reversed so we didn't need to do anything.
  
  My sister in law had a flight with Jetstar that they delayed a few times and ended up cancelling it which was annoying.
  
  Other sister in law had a flight with Virgin the other night, delayed 3 times because it was a connecting flight and the first leg was delayed.
Sweet3st on 05/07/2022 - 12:13

+2

Qantas keeps sending me points promos for Business Rewards and I’ve fulfilled terms a couple of times now but the points never turn up. Impossible to contact them so now I just ignore.
[Deactivated] on 05/07/2022 - 12:21

-5

they have bigger issues

https://www.dailymail.co.uk/news/article-10979421/Qantas-kee…
- Headless on 05/07/2022 - 12:31
  
  +1
  
  Wow, just like how they mandate mask wearing coming to Australia, but leaving they don't care
  Or how on many flights from asia they spray disinfectant throughout the cabin coming in, but leaving they don't (Jetstar) - Health hazard to customers lungs, meh not an issue…
singlemalt72 on 05/07/2022 - 12:28

+17

Showed up at Sydney T3 for a Qantaslink flight 2 weeks ago, Scanned my phone at the terminal, and it tells me "Your flight does not leave from this terminal, it leaves from T1".
I think, this is strange, perhaps something has changed in the 2 plus years I haven't flown, but T1 is international so I think I will check at T2.
Walk across to T2, of course there are no Qantas terminals their, because Qantas doesn't leave from T2, I go onto the Qantas website, it says T1, so perhaps things have changed.
Catch the bus to T1, half way there the website now proclaims T3!

Get to T1, wait in the bus 15 minutes for its return leg, get to T3 scan my phone at the terminal … "Your flight does not leave from this terminal, it leaves from T1". (I have left out all the bitching by my wife in the meantime) - go looking for a Qantas Rep, eventually find the one person in the check-in area, explain the problem.

"Oh yes, there is a glitch in the system today, we know about it"……………!!!!!!!!

Gave her apiece of my mind and then had to wait 35 minutes at the manual check in.

Not one sign, not even an A4 taped to the door to explain said "glitch"

FU Qantas.
- 91rs on 06/07/2022 - 18:54
  
  -3
  
  "Gave her apiece of my mind"
  
  Good work, take it out on the person that hundreds more will do the same thing to who has zero ability to change the problem.
  I bet you love yelling at retail employees too for things the employer who's under paying them to do have done that upset you too.
  
  No wonder people have left service jobs in huge numbers!
  - neyo on 06/07/2022 - 21:08
    
    +2
    
    He already said it. If she knew about the problem she could have easily put a sign up. So no, not zero ability, just zero initiative.
    - 91rs on 07/07/2022 - 10:04
      
      Being sh!tty to customer service workers isn't cool. Signs are often ignored or not seen. If every airline who was having issues stuck signs on all entry doors etc the place would look even more of a mess.
      
      I get the frustration and fly huge amounts but "Gave her apiece of my mind" is sh!t behaivour they've admitted to.
      Seems OZB supports abusing CS staff, good job guys.
      - singlemalt72 on 07/07/2022 - 13:53
        
        +1
        
        @91rs: Being sh!tty at customer service is not cool - for an organisation with so much bad press this is the sport of sh!t they need to get on top of. Absolutely no attempt was made by airport workers to address a known issue - absolutely no attempt was made at IT/corporate level to address the issue - they have everyone's number and email - how hard is it to SMS all passengers to say;
        
        "An error in the system is directing domestic passengers to the international terminal, disregard and speak to a customer service representative at the airport to check in"
        
        And no, I did not abuse her, I stated the obvious, that the airline is failing in its service to customers and the response at the airport by the workers was inadequate - This is how you address a customer service issue.
JoeTripodi on 05/07/2022 - 12:30

+6

Many of the pilots are resigning due to how bad working there has become, so it's not just the passengers being treated like shit!
sjj89 on 05/07/2022 - 12:58

+4

Similar issue last night as I booked a flight for my parents to EU.
Accidentally put an ‘e’ on the end of my mum’s middle name.
She called them right away, after an hour on hold, she’s told they have to cancel the entire return trip and issue a 6-8 week refund, and book the flights again, because a portion of the trip is with Emirates…

Wild
- GG57 on 05/07/2022 - 13:18
  
  -5
  
  To be fair, that could have been easily prevented.
  - GrueHunter on 06/07/2022 - 17:37
    
    +2
    
    You're OK with a slip of the finger meaning a two month remedy? OK
    - GG57 on 07/07/2022 - 09:11
      
      +1
      
      A slip of the finger is fine; not double-checking before clicking 'Submit' is at your own risk.
- [Deactivated] on 05/07/2022 - 13:45
  
  +1
  
  rookie mistake
- Headless on 05/07/2022 - 13:53
  
  I read that many airlines don't consider middle names when booking - mostly for domestic flights
  - AssociatedOzJD @ qantas.com on 08/07/2022 - 03:54
    
    It depends who you're flying with a where you're going - Domestically, and to some countries it's OK to leave it (the middle name) off, but not to get it wrong.
  - cuteseal on 08/07/2022 - 12:15
    
    +1
    
    I used to do leave my middle name off all the time until I got stuck in Langkawi because one of the low cost carriers wouldn't issue my boarding pass due to the missing middle name. I had to go back to the counter (thankfully there were staff) and they wanted me to pay some admin fee which was more than the cost of the tickets.
    
    Spent a hair raising 30 mins arguing with them, thinking I was going to miss my flight, until they finally relented.
    Funny thing is that I had booked multiple short trips all over the place and it was only a problem once.
    But still wouldn't recommend doing it again - not worth the stress.
    
    Nowadays I've learnt my lesson and always put it in so it exactly matches.
- Presence on 05/07/2022 - 14:02
  
  +4
  
  It's just astonishing how their systems are so terrible. How does one little typo cause so much drama? It makes my think they are intentionally difficult.
- gimme on 07/07/2022 - 09:19
  
  6_8 weeks if you're very lucky. More like 4mths and endless phone calls in my case.
Headless on 05/07/2022 - 13:22

+1

Just saw this on youtube - v interesting
https://www.youtube.com/watch?v=KHFyhonGUgQ
- [Deactivated] on 05/07/2022 - 13:51
  
  nice find
capslock on 05/07/2022 - 13:24

More people love Qantas than hate them so I think they'll be ok .
pharkurnell on 05/07/2022 - 15:55

+1

2 hours? Some complain after 6+hours
[Deactivated] on 05/07/2022 - 18:11

+5

The guy who came up with their slogan “Spirit of Australia” wants them to stop using it because they’re crap now.
- Dslrfirst on 06/07/2022 - 08:23
  
  Phillip Adams I think.
- Headless on 06/07/2022 - 10:49
  
  Not that the daily mail is worth much, but here is an article about it
  https://www.dailymail.co.uk/news/article-10959169/Creator-Qa…
Unorthodox on 05/07/2022 - 18:41

Flight = okay
The check -in process if something goes wrong or if you need staff assistance is abysmal…a lot of the staff at airports are either burnt out or just lack the ability to deal with the environment (high traffic customer experience and problem solving).

I would also say they should be enforcing mask wearing on flights better (short domestic trips at least).
bluesky on 05/07/2022 - 19:59

+1

Other current Qantas issues - AFF article: Warning: Don’t Change Qantas Reward Bookings via Call Centre!

There appears to be a systematic problem where Qantas call centre staff are accidentally cancelling confirmed Classic Flight Reward bookings when customers call to enquire about changing their flights.
…
reactor-au on 06/07/2022 - 09:27

Useless.
branners on 06/07/2022 - 09:33

+1

I flew Qantas, and mostly only Qantas, for 20 years.
I remember when there was a management shift (pre-Joyce) and one of the first signs of change was that chef Neil Perry arrived, with great fanfare. Much was made of his new menus but the main effect was that in economy class at least, the food was not nearly as good as it had been, but it came in nicer packaging.
And that has been the model for the airline ever since. Lots of effort to make things look nice, but the overall service is not up to scratch
- gyrex on 06/07/2022 - 12:39
  
  +6
  
  Joyce has done a fantastic job of running Qantas into the ground.
Cool Jools on 06/07/2022 - 09:42

I cancelled a flight within 24 hours of booking it, which is advertised as “fee free” cancellation.
Instead of a full refund, I received 5% back.
On calling twice, I was told nothing could be done as the refund had already been issued.
They gave me an email address to complain to which doesn’t exist (yes I got them to spell it out, twice).
Messages through their “feedback” section and on Facebook Messenger received no response.
There is literally no other way to contact them.
I have lodged a complaint with the Airline Customer Advocacy.
- suchan on 06/07/2022 - 17:04
  
  I saw an article somewhere that the Airline Customer Advocacy is NOT in fact, an independent or government organisation to help you with your issues with the airlines.
  
  Quoting the following:
  
  Australia's airlines smelled trouble. Rather than submitting themselves to independent oversight they decided to establish their own complaints authority and on July 1, 2012, the ACA was born, founded by and funded by the airlines.
  
  https://www.traveller.com.au/airline-customer-advocate-got-a…
  
  So don't expect too much traction there.
  
  Personally, I reckon you'll get much better traction by writing your complaints publicly on social media, i.e. Twitter & Facebook & Instagram, anywhere the airline is around and then tag the airline.
  
  A friend was a stewardess with an airline and taught me that you'll get much better response when doing it this way as the social media team are much more concerned about their public image thus when you post your complaints publicly online they go into overdrive to get someone to look at your issues. It may not necessarily mean your issues will be resolved to what you want but you get quicker response that way.
saltypete on 06/07/2022 - 09:50

I dropped Qantas 20 years ago following a few instances of simple operator b@st@rdry. They have a real culture problem and have never done the hard yards to fix it.
Thankfully, there are generally alternatives available with an excellent safety record. I would only use qantass if no safe alternative.
Poochiepoo on 06/07/2022 - 10:12

I have had qantas destroy my luggage recently, which I complained about at the airport as soon as I found out. They did nothing on the spot, gave me a reference number and asked me to submit photos online. Did just that as soon as I got a chance, within 2 weeks. Heard nothing from them for 2 months. Called them 5 times, got different responses and then got hung up on after waiting for hours. No dirrect number to department could be provided. Then I emailed about my frustration. Got a response back after that email only to tell me that I was too late in submitting the claim as it was meant to be done within the week, even though I told them at the airport itself? Not using qantas again because they lack decency and know nothing about customer service. They are expensive for no good reason in my opinion. I haven't given up just yet so have emailed back but again might have to wait another couple of months.
- cuteseal on 08/07/2022 - 12:21
  
  +1
  
  meant to be done within the week
  
  that is such a crock… if most people would wait until they get back from holidays before dealing with that kind of stuff, and what if you were on a trip longer than a week?
gyrex on 06/07/2022 - 12:37

+5

Alan Joyce has managed to turn a profitable and well run airline into a basket case thanks to him using Qantas as his personal political and ideological soap-box rather than him focusing on achieving core business objectives. How he's still the head of Qantas is a mystery. I wish all businesses would stick to running their business and developing their products and services instead of engaging or pushing political agenda or ideologies which not only alienate large proportions of the market but also distract them from actually focusing on what's most important: running the business.
- GG57 on 06/07/2022 - 13:36
  
  I'm not sure how long Joyce has held the role, but the share price and dividend payments seem to have been reasonable?
  Of course, shareholders and customers always have a different view.
Murdrum on 06/07/2022 - 15:32

Wait times calling Qantas vary wildly based on time of day, day of the week and season. See https://www.australianfrequentflyer.com.au/when-to-call-airl… which is old but still relevant.

Your experience could be worse. You could be flying JetStar.
Vote for Pedro on 06/07/2022 - 16:52

+2

The spirit of ‘take government handouts and screw workers the tell shareholders how good you are at running an airline and when workers strike demand the government cancel their legal right to take protected industrial action’?

Is that the one you’re talking about?
Illyria on 06/07/2022 - 18:39

+4

Fish rot from the head. Alan Joyce is a self serving parasite.
VXCT on 06/07/2022 - 18:42

BUT, I've been on the hold for 2-3 hours multiple times and cannot get a hold of anyone to ask if its still ok - and the 24 hours has just lapsed.

So Alan lied again?

https://australianaviation.com.au/2022/06/joyce-says-qantas-….

And nobody waited over 20 minutes yesterday, so it’s a big improvement … It’s better than it was before COVID.”

Australian Aviation previously reported how Qantas claimed to have hired an extra 750 staff in the last year to manage the phone lines.
91rs on 06/07/2022 - 19:11

+1

Never had an issue with the middle name presents as an initial single letter or full name, everything else matched and they make the logical connection as sometimes tickets only display the middle initial.
Wouldn't be concerned about it.

But anything for a good pile onto Qantas right.
mrvaluepack on 06/07/2022 - 20:07

+1

Lol, thats nothing, i had a 6 hour phone wait with qantas. Only to be told then couldnt do anythign to help me with my issue.
LRS on 06/07/2022 - 21:16

+1

Needed to go to NZ when they were just opening back up, and it was cheaper going from MEL-NAN-AKL than MEL-AKL. So stopped over for a couple days in Fiji, had booked a reward seat through qantas, flying with Fiji airways. I never received an email from Qantas for my ticket, but on my Qantas app my flight itinerary showed, so I assumed all good. NAH. Was denied boarding, though my booking was there, but I wasn't issued a ticket. This was 4.00am in the morning, and I could not call Qantas in Fiji as the office hours are 9.00am there and or Qantas anywhere period. Wasn't flying with Fiji airways after that situation so I stayed 6 hours longer to fly with AirNZ. But this the real kicker, I also had Qantas travel insurance and my claim for the new flight from NAN-AKL was rejected because it was the airline (QANTAS) fault!!!! Put in a complaint with both the airline and insurance still waiting for a response after 2 months
dono2 on 06/07/2022 - 21:59

15k for business now the the USA on Qantas, used to be 7-8k.

Ended up booking with United for 7k the other week. Both have similar seats etc.

Qantas - Whats Your Issue?

Related Stores

Comments

New Forum Topics