Thanks QF - help during IRROPS
Aug 12, 2015, 3:32 am
#1
Original Poster
Join Date: Mar 2005
Location: WLG (previously SOU and PLH)
Programs: NZ Elite, QFWP, IHG Plat, *wood Gold
Posts: 532
Thanks QF - help during IRROPS
Just a note and thumbs up to Qantas for their help over the last couple of days.
Family and I (2adults, 2 young children) have recently returned from a holiday in Europe taking in the UK and Austria.
Our return to New Zealand began in VIE (great city by the way!). I had one itinerary VIE-DOH-CMB (on QR) and then onwards after a 9hr stopover CMB-SIN-MEL-WLG with the last two legs on QF. All in J.
Some of you will probably guess why the separate tickets to and from CMB
Anyway, the QR agent managed to tag our five heavy bags all the way through to WLG using two tags as there wasn't space on just one! first time I have seen this!
When we arrived in SIN, QF36 was showing a 19hour delay....not good.
Went to the QP and had a chat with the agent. Many people had been affected as this was a rolling problem after a couple of flights went tech plus delays due to SG50 and out of position planes.
I asked if he could help with getting us home any way possible with onward travel that night (QF36 leaves at 19.55).
After much phone calling and chat with other agents, with me in the background looking up EF to see what availability there was on SQ and others, the agent produces 4 tickets in J for us on the late EK flight that means we also preserve our connection to Welly.
Well, I know plenty of people affected didn't manage a similar outcome, so whilst perhaps we may have been "in more need" with small children, I was so grateful for the way the agent dealt with it (given plenty of angry passengers around). I have a feeling we may have gotten the only seats available in J on that flight as it was showing C4, J4 at the time.
I will drop a line to QF, although if there is a better way of conveying my thanks to QF and the particular agent at SIN who helped us, let me know.
As an aside, our luggage, despite making it all the way to MEL still missed the flight to WLG! (two hour connection so wasn't impossible)!! Got it today (24hours later).
Just need to get them to credit the original routing to get my new QF WP status!
Thanks QF, you came through for us when it counted.
dj
Family and I (2adults, 2 young children) have recently returned from a holiday in Europe taking in the UK and Austria.
Our return to New Zealand began in VIE (great city by the way!). I had one itinerary VIE-DOH-CMB (on QR) and then onwards after a 9hr stopover CMB-SIN-MEL-WLG with the last two legs on QF. All in J.
Some of you will probably guess why the separate tickets to and from CMB
Anyway, the QR agent managed to tag our five heavy bags all the way through to WLG using two tags as there wasn't space on just one! first time I have seen this!
When we arrived in SIN, QF36 was showing a 19hour delay....not good.
Went to the QP and had a chat with the agent. Many people had been affected as this was a rolling problem after a couple of flights went tech plus delays due to SG50 and out of position planes.
I asked if he could help with getting us home any way possible with onward travel that night (QF36 leaves at 19.55).
After much phone calling and chat with other agents, with me in the background looking up EF to see what availability there was on SQ and others, the agent produces 4 tickets in J for us on the late EK flight that means we also preserve our connection to Welly.
Well, I know plenty of people affected didn't manage a similar outcome, so whilst perhaps we may have been "in more need" with small children, I was so grateful for the way the agent dealt with it (given plenty of angry passengers around). I have a feeling we may have gotten the only seats available in J on that flight as it was showing C4, J4 at the time.
I will drop a line to QF, although if there is a better way of conveying my thanks to QF and the particular agent at SIN who helped us, let me know.
As an aside, our luggage, despite making it all the way to MEL still missed the flight to WLG! (two hour connection so wasn't impossible)!! Got it today (24hours later).
Just need to get them to credit the original routing to get my new QF WP status!
Thanks QF, you came through for us when it counted.
dj
Aug 12, 2015, 5:42 am
#2
Join Date: Oct 2010
Location: NSW
Programs: QF P1 + LTG VA Plat, AA nothing, HH Diamond, Hyatt Diamond
Posts: 770
That's a pretty good effort and thanks for posting. Please let us know what response you get from Customer Care.
If you are so inclined you might Tweet or post to QF on Facebook. This will usually get an instant response and you can hopefully DM them your details.
If you are so inclined you might Tweet or post to QF on Facebook. This will usually get an instant response and you can hopefully DM them your details.
Aug 12, 2015, 7:39 pm
#4
Join Date: Jul 2004
Location: mostly MEL
Programs: QF WP LTG, HHonors Diamond, NZ Gold
Posts: 1,750
Good to hear that all worked out for you.
Let's face it: the differentiating factor between a true full-service airline and the pretenders are with respect to how they handle IRROPS.
Must say: in previous years, I've found QF very proactive, however it looks as though this is becoming less so. Here is another example of the CUSTOMER having to chase QF and although it worked for them, there are a few examples in the press where it did not.
Regards,
BD
Let's face it: the differentiating factor between a true full-service airline and the pretenders are with respect to how they handle IRROPS.
Must say: in previous years, I've found QF very proactive, however it looks as though this is becoming less so. Here is another example of the CUSTOMER having to chase QF and although it worked for them, there are a few examples in the press where it did not.
Regards,
BD
Aug 12, 2015, 8:43 pm
#5
FlyerTalk Evangelist
Join Date: Apr 2002
Location: SYD
Programs: QF WP/LTG | UA P
Posts: 13,532
Must say: in previous years, I've found QF very proactive, however it looks as though this is becoming less so. Here is another example of the CUSTOMER having to chase QF and although it worked for them, there are a few examples in the press where it did not.
Aug 12, 2015, 10:07 pm
#6
Original Poster
Join Date: Mar 2005
Location: WLG (previously SOU and PLH)
Programs: NZ Elite, QFWP, IHG Plat, *wood Gold
Posts: 532
Good to hear that all worked out for you.
Let's face it: the differentiating factor between a true full-service airline and the pretenders are with respect to how they handle IRROPS.
Must say: in previous years, I've found QF very proactive, however it looks as though this is becoming less so. Here is another example of the CUSTOMER having to chase QF and although it worked for them, there are a few examples in the press where it did not.
Regards,
BD
Let's face it: the differentiating factor between a true full-service airline and the pretenders are with respect to how they handle IRROPS.
Must say: in previous years, I've found QF very proactive, however it looks as though this is becoming less so. Here is another example of the CUSTOMER having to chase QF and although it worked for them, there are a few examples in the press where it did not.
Regards,
BD