Qantas Frequent Flyer - CEO

Am I correct in thinking the Qantas CEO is Alan Joyce and that his email address is alan.joyce@qantas.com ??

Am I correct in thinking the Qantas CEO is Alan Joyce and that his email address is alan.joyce@qantas.com ??

I thought it would be @qantas.com.au?

I imagine both would work. Being FT, however, it would be sensible to post your complaint/comment on here and the issue it surrounds so we could advise you on how to best deal with it.

I continue to be amazed by how many people, including my Father, who insist on contacting AJ on any service issue they may have. There's a customer care process in place, and all my dealings I have generally been satisfied with the result.

Hey, I got a much quicker response after several months of unresolved complaints from sending an email to alan.jones@2gb.com.au - copied to geoff.dixon@qantas.com.au - the response from GD.s PA was within 24 hours, probably helped that they thought the media was involved, and it was resolved in my favour (including waiving some rebooking fees that I should have been liable for) so it might help.

Dave

I imagine both would work. Being FT, however, it would be sensible to post your complaint/comment on here and the issue it surrounds so we could advise you on how to best deal with it.

I continue to be amazed by how many people, including my Father, who insist on contacting AJ on any service issue they may have. There's a customer care process in place, and all my dealings I have generally been satisfied with the result.

Well, I don't (didn't) have a complaint.
I actually wrote to him and with a compliment about a Qantas crew. on a flight I took from LHR to BKK recently. They were really good. So much better than the BA crew on the return flight.
The difference was so stark that I thought it was worth passing on my congratulations, so I looked up his details and posted an email.
I'd set the email options to trigger a read receipt.
I received the acknowledgement, so knew someone had read it.
But I didn't get a courtesy reply.

I thought this was poor, given how well the cabin crew performed. I expected more from the CEO (or his office), so I wrote again, with a gentle reminder. Once again, it was read, and once again there was no reply.

This got me thinking that maybe I'd got the wrong person, or perhaps there happen to be two Alan Joyces at Qantas, and that I'm emailing the one that isn't the CEO!

Assuming I'm contacting the correct person I think it's a very poor show that he (or his office) simply cannot be bothered to reply to a passenger that had been travelling First Class and had offered glowing commendations.

I would have thought that Mr Joyce (and his team) would be keen to set a great example, when communicatiing with customers.

As it turns out, whilst the service I experienced from the Cabin Crew was exemplary. The attitude from the CEO has been dire.

Let's just hope it doesn't rub off to those around him!

Why not just send the email to the appropriate department and then no need to worry about it. Why would people think that the CEO is the appropriate person to contact for such a thing?

Contact customer care and let them know and they can pass on the feedback

I have used the website Customer Care form to offer praise, and as well as the auto acknowledgement after submitting, have had an email response from C C as well.

You're relying on a read receipt to determine that your email has been read? It could easily have been opened and filed for future reference or for a response. Just because the email has been opened doesn't mean it's been actioned.

Why not just send the email to the appropriate department and then no need to worry about it. Why would people think that the CEO is the appropriate person to contact for such a thing?

Contact customer care and let them know and they can pass on the feedback

Maybe I judge others by my own high standards!

As a CEO myself, I welcome personal feedback.
How else will I get to really understand what our customers think?
By relying solely on data and statistics provided inhouse?

You're relying on a read receipt to determine that your email has been read? It could easily have been opened and filed for future reference or for a response. Just because the email has been opened doesn't mean it's been actioned.

A reasonable point, with the exception that my first mail was opened on 30th April and I would have expected a reply of somekind by now, even if it is just a standard reply

I have used the website Customer Care form to offer praise, and as well as the auto acknowledgement after submitting, have had an email response from C C as well.

I don't see anything wrong in sending a personal note.

Once sent, I do expect an acknowledgement.

I'm sure that Mr Joyce has high expectations of his service teams.

The point I'm making, is that as yet, he doesn't follow through himself.

I'm sure that Mr Joyce has high expectations of his service teams.



are you? Why do you think that?

are you? Why do you think that?

mmm.... am I expecting too much?

To be fair, QF doesn't have a 'You First' service like BA for F pax. As such, complaints/comments via customer care are generally prioritised by status. As you have none on QF, you could be waiting a while.

I have been impressed with how quickly You First answer the phone, as I don't recall ever waiting, and just as impressed with their email turn around time, certainly faster than QF, and personalised!

Put it into context with how much email AJ's email address would receive...it has to be filtered somehow. It would be relentless and it is entirely understandable that someone hasn't gotten back to you.

I know with regards to EK, the best person to write to re compliments is the specific country manager or the VP of Inflight Services. This ensures the crew members have something put on their work file. I'd never expect a response if I wrote to Tim Clark.

Put it into context with how much email AJ's email address would receive...it has to be filtered somehow. It would be relentless and it is entirely understandable that someone hasn't gotten back to you.

I know with regards to EK, the best person to write to re compliments is the specific country manager or the VP of Inflight Services. This ensures the crew members have something put on their work file. I'd never expect a response if I wrote to Tim Clark.

How much email do you think he receives? How long ought the filtering process take. How long should someone expect to have to wait?

If it is the case that his inbox is inundated (which frankly I doubt), why isn't there a simple system in place to say "thank you for your comments, we will get back to you shortly"

The point of my thread is that Mr Joyce (and his office), as head of the organisation should surely be seen to be bothered. Even if it is an auto response. Or else, why should he expect that his colleagues would be more so?

I've had a number of instances, in similar circumstances, where the CEO (or person acting on their behalf) responds quickly and sometimes apparently, personally. But it's interesting that you use Tim Clark as an example, for he is another who fails to have a suitable system in place.

There.....two CEO's of airlines with their heads in the clouds!!

You expect a CEO of a multi-billion dollar business to respond within a short period to an email from a customer?

Dream on.

Do what I did, copy it to a media personality, this will get them interested, if the media is involved, they will get involved too.

I got results.

Dave

The point of my thread is that Mr Joyce (and his office), as head of the organisation should surely be seen to be bothered. Even if it is an auto response. Or else, why should he expect that his colleagues would be more so?


Qantas has set up a whole department called Customer Care to deal with compliments/complaints which is the appropriate place for handling such issues

I am sure that the CEO has lot more relevent things than dealing with those that think that they are too important to actually follow normal procedures.

If you had an issue and you had contacted the appropriate group, had failed to get resolved and it had escalated , that would be another matter

If AJ had to deal with everyone that had a complaint or compliment , would he have time to do his own job?

Qantas has set up a whole department called Customer Care to deal with compliments/complaints which is the appropriate place for handling such issues

I am sure that the CEO has lot more relevent things than dealing with those that think that they are too important to actually follow normal procedures.

If you had an issue and you had contacted the appropriate group, had failed to get resolved and it had escalated , that would be another matter

If AJ had to deal with everyone that had a complaint or compliment , would he have time to do his own job?

You guys are now cracking me up! :)

The whole point I am making is that someone at Qantas (AJ or not) should take it upon themselves to ensure a system is in place to respond by email to email correspondence that they receive, and that they should do so in a very short space of time. It is technologically a very simple process and would provide a degree of comfort to anyone that wished to have correspondence with Qantas on any subject matter.
It is the total lack of any response that I find irksome. Not the fact that I haven't received a personal, embossed and signed letter from Mr Joyce!

This is a service industry.
Cabin crew will often be the butt of complaints, and probably rarely get much in the way of positive feedback.
I still maintain that its perfectly reasonable for anyone emailing/or writing to the Company to get a speedy ackowledgement.

I would have thought that someone earning $5million per annum would have the savvy to remedy this. But having now glanced through the Annual Report, I find that customer service clearly doesn't rank very highly. I don't think its mentioned at all! :eek:

[QUOTE=Dave Noble;18568040]Qantas has set up a whole department called Customer Care to deal with compliments/complaints QUOTE]

Only makes matters worse, doesn't it? On this occasion it appears to be inept!

Only makes matters worse, doesn't it? On this occasion it appears to be inept!

Not really; you chose not to contact the appropriate department ; if you had contacted them , they may well have replied

On the occasions I have contacted QF regarding an issue, I went through the appropriate feedback channels and have had a courtesy reply within about one day. This has been followed up with either a phone call or an email with a further (more consdered) response up two weeks later. This has been while I have had WP status, so unsure how non status FF member comments are handled.

You have been very lucky. In my experience they do not care enough to respond.
No surprise to me that the CEO does not respond to customers as he care little for them. This is after-all is a CEO who dumped thousands of passengers without warning across the globe.
Today it is the same CEO who announces significant job losses in MEL for economic reasons and yet on the same day the company announces that 10 top tier frequent flyer couples will be taken to London for an all expenses week at the Olympics. At best it was insensitive at worse it is further evidence of the depths this firm has plunged under this CEO.

You have been very lucky. In my experience they do not care enough to respond.
No surprise to me that the CEO does not respond to customers as he care little for them.

Your right.
He (and other CEO's) should stop doing what he/they are doing (running a company) and spend hours a day responding to customer complaints/compliments, some of which are people just having a whine/whinge for the sake of it. Hell, l know people that whinge just for the sake it, idiots. (e.g.; I know a LH fanboi with a 'QF sucks, LH is the best' demented attitude)

.:confused::confused::confused:

Or, you could just use the customer service help on the QF home page (as Dave has pointed out) and go from there...

Maybe I judge others by my own high standards!

As a CEO myself, I welcome personal feedback.
How else will I get to really understand what our customers think?
By relying solely on data and statistics provided inhouse?

Do you think as a CEO yourself, that the example you present flying F class is a good one for your employees to accept? What about your shareholders?

I think you're being a little precious on this issue, really.

Do you think as a CEO yourself, that the example you present flying F class is a good one for your employees to accept? What about your shareholders?

I think you're being a little precious on this issue, really.

It would be a valid question other than the fact that I do not make international business related flights.

All of my international travel is private.

I can understand why you think I'm being a little precious, and you may well be right.

But it won't change my opinion that Senior Executives have a responsibility to ensure that excellent communication channels exist for customers, employees and shareholders (where appropriate)

In this particular circumstance I cannot see there is any plausable reason for not having received some kind of response within the 4 week time frame that will soon have elapsed.

I the CEO's office have a duty, and on this occasion its failed.

Your right.
He (and other CEO's) should stop doing what he/they are doing (running a company) and spend hours a day responding to customer complaints/compliments, some of which are people just having a whine/whinge for the sake of it. Hell, l know people that whinge just for the sake it, idiots. (e.g.; I know a LH fanboi with a 'QF sucks, LH is the best' demented attitude)

.:confused::confused::confused:

Or, you could just use the customer service help on the QF home page (as Dave has pointed out) and go from there...

This has probably become a circular arguement.

I accept that some people will feel that it is only appropriate to contact a business through the Customer Services function.
It's a reasonable belief.

However, I will continue to maintain the view that if a CEO receives correspondence of some kind, it should be their duty (or that of someone delegated with the task) to respond.

I have no doubt that in my case the email was probably opened by a PA or Executive Assistant, or some other clerical staff.
I don't think it unreasonable to have the correspondence acknowledged, particularly in a service industry, and particularly in circumstances where Senoir Executives are likely to have very high expectations of their front line staff. Just because you have a role that isn't directly customer facing you should not believe that you don't have to bother. It's a joint responsibility in the same way as Health and Safety.
I wrote with a compliment because I was pleased. It's clear from my posts that my goodwill has been eroded. Qantas staff have been let down.

Alan Joyce has a new e-mail FYI

alan.joyce@jetstargroup.com.sg

You're relying on a read receipt to determine that your email has been read? It could easily have been opened and filed for future reference or for a response. Just because the email has been opened doesn't mean it's been actioned.

I am appalled by my experiences with Customer Care. I did manage to receive a response to something - after more than one month, completely hopeless. The website section on customer care is designed also to avoid you submitting complaints. I guess I could write to the CEO to complain but frankly why bother -- it would be better to complain to One World about Qantas. It used to be a good airline with good service - now, I'm not sure it belongs in OWA.

well, I emailed AJ for the third time about a week ago.

This time the response was prompt, and included a AUD150 voucher, which I hadn't asked for!
So I am now more than satisfied that my compliment has been ackowledged, but still can't understand why it took so long!

well, I emailed AJ for the third time about a week ago.... but still can't understand why it took so long!Joyce must live by the James Bond credo: "first time is happenstance, second time is coincidence, 3rd time is enemy action"

well, I emailed AJ for the third time about a week ago.

This time the response was prompt, and included a AUD150 voucher, which I hadn't asked for!
So I am now more than satisfied that my compliment has been ackowledged, but still can't understand why it took so long!

Was there such a need ? was the reply a way to just get rid of someone

Why not next time send it to the appropriate department and see if a response is more forthcoming

Was there such a need ? was the reply a way to just get rid of someone

Why not next time send it to the appropriate department and see if a response is more forthcoming

I agree. I would expect the next time something serious actually happens, you are less likely to get such a response.

not really any point in going over old ground is there?

You guys do it your way, and I'll do it mine.

not really any point in going over old ground is there?

You guys do it your way, and I'll do it mine.

@whiskerxx, Can you please tell me which company you are CEO of so I know never, ever to work with you.

@whiskerxx, Can you please tell me which company you are CEO of so I know never, ever to work with you.

:D

I appreciated that one!!