Originally Posted by
m0hamed
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!