best place to complain?
Aug 6, 2014, 7:19 pm
#31
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I agree it's not a good way of retaining customers especially when they are not exactly everybody's favourite carrier (or their fares are particularly competitive). It would have won them a bit more custom if they had said they would have to see what they could do because it was outside the booking window so they couldn't guarantee it, but made an arrangement anyway. That would have worked out better for QF, I suspect.
Still, failure to do that doesn't make it a valid ground for complaint IMO.
Still, failure to do that doesn't make it a valid ground for complaint IMO.
I guess I'd phrase it as constructive feeback. It's amazing how much you can get people to do for you when you're polite.
Aug 7, 2014, 2:33 am
#32
Join Date: May 2003
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Yes the 48 hour time limit is in the T&C. But it wouldn't hurt to have a reference to the 48 hour booking limit on the Chauffeur Drive page in a foot note, like it does with applicable flights .... along with reference to the fact that it can only booked on flights ticketed by Qantas.
Aug 14, 2014, 3:26 am
#33
Join Date: Dec 2003
Location: Hong Kong
Programs: QF LTG, TG *P, IHG P
Posts: 290
best place to complain?
I'm at a loss as to why when the flight is booked that the car isn't also automatically booked. It would seem logical to me that the lead times for the flight & the car bookings should be identical.
When I used to send feedback to QF (both +ve & -ve) I would write to the CEO at the QF Mascot address. James Strong always replied & Geoff Dixon never replied. I haven't written to the current incumbent as I stopped flying QF some years ago & now fly with more customer focused airlines.
When I used to send feedback to QF (both +ve & -ve) I would write to the CEO at the QF Mascot address. James Strong always replied & Geoff Dixon never replied. I haven't written to the current incumbent as I stopped flying QF some years ago & now fly with more customer focused airlines.
Aug 14, 2014, 3:41 am
#34
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Aug 14, 2014, 8:24 am
#35
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Programs: A3, AA. Plasticy things! That give me, y'know, Stuff!
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Over the years I've found that it's inversely proportional to how high up the food chain someone is. Be nice to the receptionists and PA's and you can get all sorts of things done. At the other end of the spectrum, you often need to yell at the country GM or division manager in order for them to get off their arse and do anything. It's the middle management that I still find a challenge, although the polite leading/hanging question approach is working reasonably well for me.
Aug 17, 2014, 8:14 am
#37
Join Date: Dec 2003
Location: Hong Kong
Programs: QF LTG, TG *P, IHG P
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Maybe better if the default could be car booking & deleted if not needed? And customer focused is certainly giving the customer what they want, otherwise why would the customer want your product? Which is exactly why QF has become pretty well irrelevant internationally.
Aug 17, 2014, 9:56 am
#39
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Aug 17, 2014, 10:14 am
#41
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Aug 17, 2014, 10:23 am
#43
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Aug 17, 2014, 2:20 pm
#45
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If forcing the booking to be made, I doubt that many would go off and explicity delete a car should it have been booked for them yet not wanted