QF Customer service experience

[JohnK]

With my 2 recent experiences regarding Finnair flights and QF10 SIN-MEL on 21st April, I provided QF with feedback regarding these 2 issues and QF customer service has been fantastic. I feel confident that my issues will not be ignored and hopefully something will be done to fix them for next time.

QF10 was the flight from hell. Very full aircraft and entertainment system on the blink. They had problems from London where only limited options were available and some movies missing. They tried to fix in SIN but flight carried on to MEL with the same problems. I had 37D and I was not able to get menu to play games and did not have most selections available to rest of the passengers. The crew were very helpful in trying to re-boot my seat's entertaiment system 3-4 times all to no avail. They offered to move seats but did not have aisle seats available. So basically I sat throughtout the 6.5 hour flight watching the flight path, text news and watch one very boring movie.

I provided feedback to QF on their website about my flight experience and yesterday (Saturday) morning I got a call from QF customer care and the person talking to me could not be more apologetic. I am just happy they called me to discuss the issues. In the end she ended up giving me a $100 voucher to be used for future travel. I know it is not a great deal but still a very nice gesture for an uncomfortable experience.

They are also being helpful about my delayed/cancelled Finnair flights and it looks like I will make it to Gold after all. More than I can say for the support I received from Finnair who caused the issue in the first place.

This is the type of customer service that I feel has been missing from many corporations recently and it is nice to see that QF really cares and is trying to be helpful. Sometimes it is the little things that matter.

So thank you very much QF and you will continue to receive my loyalty.

[QFTravel]

Glad to hear you have received a positive reponse from QF JohnK. Importantly from this horrible experience is that you should reach SG!!

I am sure the benefits you will enjoy in the next 12 months with your new status should be due compensation enough!

[straitman]

Congratulations JohnK.

As a few people have mentioned things normally work out as they should (eventually) 8) 8)

[serfty]

Great Stuff JohnK, some things can be realy frustrating; but when it all come through in your favor.. Beauuudddiffull!

[JohnK]

I have now received my $100 voucher from QF but sad to find out that I cannot use it for online bookings only at a QF Travel store. Another restriction is that it can only be used towards the payment of Qantas travel products and services (excluding taxes, charges, fees and Jetstar flights). Wish I knew this before I made my choice! What was my other option? I think a $100 duty free voucher.

Does anyone know if bookings through the QF travel store attract the booking fee of $27.50? If so, then this voucher has lost almost 1/3 of it's face value. I am hoping that the QF Travel store is not the same as QF Holidays where payments by credit card also attracts a surcharge.

Oh well, easy come easy go. The upside is that it excludes Jetstar flights.

[Mal]

I have now received my $100 voucher from QF but sad to find out that I cannot use it for online bookings only at a QF Travel store.

I believe the offline booking fee is waived when using a voucher towards a booking.

Not sure though. Only Qantas would know.

As for credit cards, you already pay a CC Fee for booking online, with it soon to go up even more in June. I think you'll pay a CC fee when using the voucher. IIUC, QF Travel = the little "Qantas" branded stores in several capital cities. Not sure what they charge CC fee wise.

BTW, Yet another time where Fuel Surcharges not being in the base fare are a disadvantage for the punters.

[Yada Yada]

I have now received my $100 voucher from QF but sad to find out that I cannot use it for online bookings only at a QF Travel store.

Do you want to swap it for my $100 OzJet voucher?

[NM]

What was my other option? I think a $100 duty free voucher.

Now I know what I would have chosen .

You can always try selling it on ebay .

[Mal]

Now I know what I would have chosen .

You can always try selling it on ebay .

I'd rather the palm tree

The Qantas Duty Free catalog isn't anything special. Even though I look on every international flight, am yet to see something I want...

[NM]

I'd rather the palm tree

The Qantas Duty Free catalog isn't anything special. Even though I look on every international flight, am yet to see something I want...

They are only provided for F downgrades and I don't that was the cause of JohnK's compensation payment .