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Unbelievably disgraceful service

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Unbelievably disgraceful service

Old 26th Feb 2022, 08:28
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Unbelievably disgraceful service

Hi guys, I know you won't believe this, so I post a screenshot. I've hung off the phone for over 3 hours in the " Your call is very important to us" queue to talk to QF. All I want to do is make an international booking for 2 and spend about $10K.Why the phone call and not internet booking? Because for the last 2 years I've been trying to get a credit from QF for cancelling a flight due covid and I need to talk to them. They've got my money already! Maybe I've answered my own question. I know you guys fly at the pointy end, but don't forget that your job is paid for by the minions that sit behind you. If this is the best that QF can do to attract business, then ... I don't know what to add. What do you think?

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Old 26th Feb 2022, 09:06
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Not surprised. Years ago after many calls and ineffective responses rang and asked to speak to ther Customer Manager. Was informed the manager does not speak to customers.
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Old 26th Feb 2022, 09:27
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The house leaks from the roof
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Old 26th Feb 2022, 11:15
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I know you guys fly at the pointy end, but don't forget that your job is paid for by the minions that sit behind you.
So what exactly can the the guys (and girls) at the pointy end do to help you exactly, besides getting you safety to your destination.

Your beef is with reservations?
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Old 26th Feb 2022, 19:24
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It is a "fashionable commercial, cost effective trend" in Australia. Telstra, Optus and many other large organisations are no better. I prefer to pay a little more and deal with an Australian company providing Australian based service centers.
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Old 26th Feb 2022, 20:52
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So what exactly can the the guys (and girls) at the pointy end do to help you exactly, besides getting you safety to your destination.

Your beef is with reservations?
Put in a 'suggestion' or 'report' that you have witnessed significant customer dissatisfaction, they are your bread and butter. Piss off the customer enough, you lose their business, you sustain losses, you lose your job. Pilots are pretty much the representatives of an airline, why do you think the cheesy smiling faces of crew with the pilots up front. If you think you are just there to fly the planes and play no part in customer service then you are sabotaging your own livelihood.
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Old 26th Feb 2022, 20:54
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Don’t mean to imply any fault of aircrew. No offence intended. But (a bit like the Boeing thread) the reputation of an airline with an excellent technical operation can be destroyed by bean counters who minimise every other aspect of customer service.
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Old 26th Feb 2022, 21:59
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Did you ever get through Lazyload? If so, how long did it eventually take? Our local ABC radio station asked for people to call in with stories of waiting in a phone queue. I think the winner was 13 hours (Qantas of course).
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Old 26th Feb 2022, 22:00
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You must have a good battery in your mobile phone. After three hours both my phone battery and my patience would be exhausted!!
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Old 26th Feb 2022, 22:12
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Originally Posted by 43Inches View Post
Put in a 'suggestion' or 'report' that you have witnessed significant customer dissatisfaction, they are your bread and butter. Piss off the customer enough, you lose their business, you sustain losses, you lose your job. Pilots are pretty much the representatives of an airline, why do you think the cheesy smiling faces of crew with the pilots up front. If you think you are just there to fly the planes and play no part in customer service then you are sabotaging your own livelihood.
What makes you think that QF listens to pilot input? Or pays any attention at all to crew reports? The only customer service we can effectively do is one planeload at a time, or sometimes on an individual basis. We certainly cannot offset a corporate culture of indifference to our customers.
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Old 26th Feb 2022, 22:14
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Originally Posted by 43Inches View Post
Put in a 'suggestion' or 'report' that you have witnessed significant customer dissatisfaction, they are your bread and butter. Piss off the customer enough, you lose their business, you sustain losses, you lose your job. Pilots are pretty much the representatives of an airline, why do you think the cheesy smiling faces of crew with the pilots up front. If you think you are just there to fly the planes and play no part in customer service then you are sabotaging your own livelihood.
I think you may be confused as to what exactly we can do. Our “reports” for this type of complaint would be ignored at best.

You would have more luck reaching out directly via Twitter or Facebook.
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Old 26th Feb 2022, 22:15
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Originally Posted by tail wheel View Post
You must have a good battery in your mobile phone. After three hours both my phone battery and my patience would be exhausted!!
Yes. iPhone. And just left it on speaker while having dinner etc. Had to endure 3 hours of stupid music and repeated messages saying abuse to staff won’t be tolerated. And therein lies the root cause of the problem, a repeatable pattern, and the bean counter solution. Rather than improving response they shift blame to the customer and imply that it’s our fault. And no, never got thru. 3 hours is enough.
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Old 26th Feb 2022, 22:20
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I guarantee you if you put this onto the Facebook and/or Twitter feeds this would be resolved in 10 minutes. Passengers don’t read PPRuNe, they don’t care what is posted on here. Post it on social medial and presto it’s fixed.
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Old 26th Feb 2022, 22:39
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Originally Posted by Lazyload View Post
Hi guys, I know you won't believe this, so I post a screenshot. I've hung off the phone for over 3 hours in the " Your call is very important to us" queue to talk to QF. All I want to do is make an international booking for 2 and spend about $10K.Why the phone call and not internet booking? Because for the last 2 years I've been trying to get a credit from QF for cancelling a flight due covid and I need to talk to them. They've got my money already! Maybe I've answered my own question. I know you guys fly at the pointy end, but don't forget that your job is paid for by the minions that sit behind you. If this is the best that QF can do to attract business, then ... I don't know what to add. What do you think?
Nothing has changed in the last four years since I left then.

Back then, and this is night shift, we'd regularly walk in to the call centre to see wait times of 4-5 hours
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Old 26th Feb 2022, 22:43
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And just to risk a bit of thread drift, mobile phone battery drain goes up when transmitting ie talking. Being on hold for 3 hours is actually pretty low consumption. In the old days (not now) having a mobile call of 3 hours would have cost more than the flight.
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Old 26th Feb 2022, 22:48
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Had to endure 3 hours of stupid music and repeated messages saying abuse to staff won’t be tolerated
Wonder why the staff get abuse? The company could always introduce a call back system, works well with a South African company I deal with if the waiting time is excessive, but that would cost QF money, stop the abuse though. Gave up on Telstra and their unintelligible/incompetent Indian and Phillipine call centres.
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Old 26th Feb 2022, 22:51
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" All I want to do is make an international booking for 2 and spend about $10K.Why the phone call and not internet booking? Because for the last 2 years I've been trying to get a credit from QF for cancelling a flight due covid and I need to talk to them. They've got my money already!"

A cynic might suggest that a lot of airlines around the world have deliberately made it as difficult as possible to refund or use credits owed for covid cancellations in order to protect their cash flows. Requiring customers to call unanswered phone numbers only adds to this cynicism as i
t is presumably an easy IT fix to allow these to be used online by the customer. BA for example has gone even further in paralysing its call centres by actually turning off previous online refund capabilities. Perhaps there's a hope that you will give up altogether and they can pocket the cash (and putting expiry dates on the credits would IMHO be just that in these circumstances).

By the way, I have found American Airlines a joy to deal with by comparison.

Last edited by Max Tow; 27th Feb 2022 at 01:34. Reason: Qualify cynicism with good experience with AA
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Old 26th Feb 2022, 23:36
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Originally Posted by megan View Post
The company could always introduce a call back system
The crazy thing is, QF actually does do call backs, or at least did last year when I had to call them a few times. But the feature only seems to work if you call them as soon as the call centre opens in the morning. Wait until later in the day and you're SOL and stuck in an hours-long queue.
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Old 27th Feb 2022, 01:18
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Originally Posted by regional_flyer View Post
The crazy thing is, QF actually does do call backs, or at least did last year when I had to call them a few times. But the feature only seems to work if you call them as soon as the call centre opens in the morning. Wait until later in the day and you're SOL and stuck in an hours-long queue.
QF calls are "handled" 24 hours a day.

They contract to CPT and MNL
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Old 27th Feb 2022, 01:26
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During covid, you know, that period of time that means nothing now that the world is on fire, I had to cancel several flights with Virgin. The refund goes into what's called Travelbank. I'm still using the balance of it and it's EASY. Simple and honest. It lets you book the fare first, so it doesn't know you are paying via Travelbank and artificially jack the price up. Had to call them once, baggage was involved, answered within 5 minutes, nearly fell off the chair.
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