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

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Comments

  • namanuu on 06/07/2022 - 22:16

    Never liked Qantas. the end

  • Boba on 06/07/2022 - 22:48
    +1

    Virgin is no different. They bumped my flight for tomorrow forward by two hours and it doesn't work for me. Can't change flight time online, they insist that I call.

    I've been on the phone for 2x 2.5 hours so far this evening and nobody is picking up.

    The silly part is because they cancelled an entire flight, there's probably dozens others like me waiting in the queue, trying to do the same thing.

  • rave75 on 07/07/2022 - 01:02

    Dont worry about your middle name, do check in at the counter and they will fix it (don't check in online).

  • lost in transit on 07/07/2022 - 06:40

    Been flying with them since 89 but not anymore, I’ll pay extra to other carriers if i have too rather than give them another cent.

  • Kranbone on 07/07/2022 - 07:04

    I booked a trip for my mum. The customer support was woeful and they were using people abroad to try and resolve issues. The girl supposedly kept getting "locked out of her system" and kept asking me to call back and closing my case. When I queried her why she said it was better for her stats?

    I'm town as I have points with them but given how poor the product is now as well as the back end, I'd feel uncomfortable flying with them.

  • Ciderfizz44 on 07/07/2022 - 09:18

    Did you send a few emails to prove you raised the issue within 24 hours & couldn't get through on the phone.

    Eg. [email protected]

  • pogichinoy on 07/07/2022 - 10:39
    +1

    For about 20 years every large company is doing their best to avoid real person interaction because that is costly to them.

    Qantas is no different.

  • dogzilla on 07/07/2022 - 11:49

    Sadly im turning against Qantas. Been a loyal flyer with them for years but cancelled domestic flights (whilst at the airport 1hr before flight) happened numerous times, awful in flight service (water and a small muffin for a $400 1.15min flight) and high prices (25% higher than Virgin on domestic routes).

    They've reigned in costs at the expense of any benefit of customer satisfaction. Sadly im wavering towards changing over to Virgin more frequently….Sorry Alan, you screwed it up.

  • KaTst3R on 07/07/2022 - 14:51
    +1

    The Spirit of Alan Joyce…

  • baskinghobo on 07/07/2022 - 17:44

    The worst thing about long wait times for phone calls is when they don't give you the option for them to call you back. It's kind of ridiculous how everyone just accepts this.

    • Headless on 07/07/2022 - 17:51
      +1

      I remember when iinet would do this - and they would call back!!!

  • shutuptakemymoney101 on 07/07/2022 - 19:33

    I like to repay Qantas every time I can for price gouging the travelling public when they had the monopoly on many regional destinations.

  • Ziggy28 on 07/07/2022 - 21:16
    +2

    The spirit of Australia? More like the Disgrace of Australia

  • Excelsior on 07/07/2022 - 23:34
    +3

    Qantas is a joke of national carrier. Zero comparison to other national carriers like Singapore Airlines.

    • MrThing on 08/07/2022 - 11:39
      +1

      Singapore airlines is the best ive ever flown

      Emirites, etihad, jal and cathay also highly commended

      Never flown qatar but they i guess they are number 1 for a reason

  • OliverRay on 08/07/2022 - 01:08
    +1

    I was on a flight out of Singapore to Perth, QF72. Had a suitcase and 2 small boxes checked in, upon arrival only the boxes came through. The guy at the lost and found had me filled out a form and told me that my suitcase will be on the next flight from Singapore in 2 days time. Its been more than a week and no updates yet. Called Qantas twice to locate my suitcase which contains personal valuables, and they themselves couldn't give me a straight answer.

    "Locate my bag" on the website gives me an error message. What is the point of this tool??

    I don't want to wait 21 days to claim money for my lost suitcase. I value my stuff more than the compensation. Can anyone suggest what to do?

    • Headless on 08/07/2022 - 11:34

      I'm doing this leg in a few weeks, might pay to borrow one of those apple tracker things, so I can tell Qantas where my luggage is

    • 91rs on 08/07/2022 - 12:01

      I've had major issues with JetStar the only time I flew them. Lost bags, tools etc.
      I ended up calling SG airport baggage handling, someone found the bags missing and put them on a SQ flight and got them to me in Malaysia overnight without any charge!
      I had photos of the items and they all had Q tags \ names \ business cards on them so could find them easily enough.

      Might be worth a shot if they're lost within the SG airport baggage system.

  • firestint on 08/07/2022 - 11:09

    One of the major perks of getting enough points to get Points Club Plus is you get a $100 Qantas hotel voucher, supposedly sent to you within 21 days of you attaining this tier. It has been 3 months since I hit this tier again, a few phone calls into their helpline each time having to wait about 1-2 hours, endless verbal promises of their staff promising to give me a call back to get this resolved, yet I haven't received this voucher. It was quick last year the first time they launched this, but not anymore.

    Qantas customer service is an absolute mess, they are so understaffed and undertrained.

    • MrThing on 08/07/2022 - 11:37
      +1

      Qantas hotels always have the most expensive options, the 100$ voucher brings it back to booking.com or direct via the hotel price

      • firestint on 08/07/2022 - 11:44

        Maybe, but still its one of the benefits you are meant to get so this is another example of Qantas falling short on their promises

  • MrThing on 08/07/2022 - 11:36

    Poor service, poor inflight exp, budget cost cutting everywhere, horrible customer service on the phone, expensive, terriblw treatment of their staff and the tax payer

    Remind me why ppl like qantas?

    • capslock on 09/07/2022 - 15:36
      -1

      Spirit of Australia tagline, I Still Call Australia Home theme song, kangaroo logo, free food (even if it's only an apple and you actually paid for it with a higher airfare), free frequent flyer points (which are really worthless but it lets you dream that you can use it one day for business class seats or upgrades) and the false belief that your flight won't get cancelled or delayed (and when it does happen you think it is a once off, you were just unlucky and that it won't happen again). It's all psychological but it seems to work on a lot of people.

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