Qantas business class to San Francisco: not impressed

By Susan Walton | Nov 30, 2018, 04:13 PM
What a disgraceful performance by qantas in their business class. My husband and I flew from Sydney to SanFrancisco return in August and returned in October. The service was non existence, could not eat the meals, had to find a hostess to get fluids for my husband who has a medical condition,all entertainment not working and when we arrived at the airport were told there were delays one four hours. Shame on you Qantas for taking our hard earned. Over $20 thousand dollars) .you treated us like 3rd world citizens. When I rang to complain nobody listens. How dare you!!! I would never step foot in one of your planes again. Shame shame shame !!!
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By koji | Nov 30, 2018, 05:19 PM
No compensation when inflight entertainment does not work? At least some points for courtesy! Sounds really a shame. Sorry for your unpleasant experience.
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By TtheTraveller | Nov 30, 2018, 05:35 PM
It sounds to me that you've had some bad luck with your experience if it happened to you in both directions.

While I've experienced the occasional off day with the crew in business class (and sometimes First, too), 19 times out of 20 it's spot on. But they're also people, who can have a bad day.

Regarding service, if there is something you need, don't be afraid to use the call bell. That's what it's for.

I wonder about whether your expectations with the meals were not entirely realistic. They are generally well presented and with a good choice. But even with napkins and good wine, it's not the equivalent of restaurant fine dining.

Regarding fluids, if you mean water, they should have given you each your own water bottle, which they're always happy to top up if you ask. Plus drinks do come round with each meal service. But again, you don't need to go and find a crew member - you can ring the service bell. They don't mind!

Regarding the delays. That's frustrating, but sadly not uncommon for any airline, and not always the airline's fault.

As to the price... that sounds like a lot. How late did you book?
Last edited by ChrisCh at Nov 30, 2018, 05.55 PM.
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By mannej | Nov 30, 2018, 06:34 PM

To me it seems that if the OP took the ranting tone over the phone with QF, they would have been stonewalled straight away.

Those with experience will tell you that to get the most out of a complaint, a clear, concise and emotionless letter stating what the issues were and what you are requesting will yield the best response. If you rant and don't outline your expectations, you won't get anywhere.

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By JBL | Nov 30, 2018, 07:03 PM
I'm sure third world citizens would have loved to have the experience you had
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By PCHammond | Nov 30, 2018, 11:07 PM
I find it interesting how when someone complains about the lack of premium service in business class on a website that is orientated toward premium travel, some people feel the need to berate them for not getting what they paid for. Clearly the OP is emotional, as most would be in the same situation, but that is not an excuse for what would be classified as bullying in any workplace.
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By andyf | Dec 01, 2018, 12:27 AM
I find it interesting how when someone complains about the lack of premium service in business class on a website that is orientated toward premium travel, some people feel the need to berate them for not getting what they paid for. Clearly the OP is emotional, as most would be in the same situation, but that is not an excuse for what would be classified as bullying in any workplace.

I suspect that if:
1) they weren't overly hysterical in their post ("3rd world citizens")
2) their one and only contribution wasn't this complaint.

They would perhaps get a better reception.
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By donatello | Dec 01, 2018, 01:41 AM
I was wondering which section of Qantas you spoke to? I'd recommend contacting Qantas Customer care about your experience.

Last edited by donatello at Dec 01, 2018, 01.45 AM.
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By dimi | Dec 01, 2018, 03:54 AM
I find it interesting how when someone complains about the lack of premium service in business class on a website that is orientated toward premium travel, some people feel the need to berate them for not getting what they paid for. Clearly the OP is emotional, as most would be in the same situation, but that is not an excuse for what would be classified as bullying in any workplace.

I suspect that if:
1) they weren't overly hysterical in their post ("3rd world citizens")
2) their one and only contribution wasn't this complaint.

They would perhaps get a better reception.

I completely agree with that assessment.
I did not object to the complaint about poor service.
Nonetheless, I downvoted the post for the following reason:
The implication that third world citizens may be treated poorly, while first-world ones must be pampered sounded quite offensive to me.
Last edited by dimi at Dec 01, 2018, 06.12 AM.
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By Mjkcan | Dec 01, 2018, 09:27 AM
I just think it was a poorly formulated thought that gave very little room for anyone to add anything remotely constructive.

I think we might be able to salvage this by turning it into a “how to complain effectively and like an adult.”

Guidelines for complaining:
1) take names or at the very least descriptions of those involved.
2) dates!
3) don’t insult anyone. Give everyone the benefit of the doubt that they are doing their best.
4) no need for offensive hyperbole. I can guarantee you were not treated like “third world citizens.”
5) don’t complain about flight delays. It’s not their fault, and they got you there safely, and you could just drink and relax in the qantas business lounge which I’m sure is far less of a chore than you made it out to be.
6) what specifically is wrong with the food? Was it cold? Poorly presented? You need to be specific.
7) don’t make stuff up for sympathy. “my husband has a medical condition” that requires him to have water. I’m a doctor and don’t know anything about such a disease. The flight attendants are more than happy to bring water. Did you ask?
8) spelling and grammar. It is imperative that you spell things correctly! Use proper grammar.
9) be nice! Say what was good. Compliment where due. At the end of the day you got there safely and I’m sure it wasn’t as bad as you’re making it sound.


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By GBRGB | Dec 01, 2018, 10:06 AM
Sounds like you have had a poor experience Susan, nothing worse and then to have your complaint ignored has obviously compounded the issue and is probably the most frustrating part, but now after more than a month since your trip you are still angry, let it slide and move on, better for your health, but keep to your word about not using Qantas again, that is the best form of complaint you can make, I have ditched my bank, telco and private health provider in the last few months, you dont have to accept bad service.
Last edited by GBRGB at Dec 01, 2018, 10.07 AM.
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By crwilkins | Dec 01, 2018, 01:21 PM
Next time suggest you try United Airlines 😳😳

You can end up with a bad crew sometimes but rarely on QF and even more rare is both ways to and from the US, seems like expectations may have been toomhigh
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By mushmush | Dec 01, 2018, 04:59 PM
In all my years of travel i have never had anything close to what has been described here. I have always found QF staff to be polite and professional. Food is always consistent and IFE has always worked. You might have any issue every now and then but if its long haul they will move you to another seat should your issue not be able to be resolved. Im guessing your expectations might have been a tad too high. Like the above just posted, next time UA then you will appreciate QF.
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By andredfb | Dec 01, 2018, 05:53 PM
In many ways your experience is what you make it. If you treated the crew the way you wrote this complaint then I have no doubt you had a horrible experience. I’ve witnessed some appalling behaviour on aircraft and have no doubt these people went on to write similar rants. Even the economy food on QF international is edible so I find it incredibly hard to believe that the business food wasn’t.
Last edited by andredfb at Dec 02, 2018, 08.31 AM.
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By Ourmanin | Dec 01, 2018, 06:17 PM
I have to agree with some of the comments made above. Whilst it may well be that the service failed to live up to expectations (whether realistic or not), the way it’s been presented isn’t helpful. And if that was symptomatic of hownit was presented to Qantas then it will not have helped your case.

Incidentally was flying CX business class SIN to HKG two weeks ago. IFE not working. Cabin Manager came round and apologized in person to everyone and on deplaning all (at least in business) were given a $100 USD voucher. Mrs Ourmanin managed to spend mine for me on the return flight!
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By sid | Dec 02, 2018, 11:24 AM
I have to agree with some of the comments made above. Whilst it may well be that the service failed to live up to expectations (whether realistic or not), the way it’s been presented isn’t helpful. And if that was symptomatic of hownit was presented to Qantas then it will not have helped your case.

Incidentally was flying CX business class SIN to HKG two weeks ago. IFE not working. Cabin Manager came round and apologized in person to everyone and on deplaning all (at least in business) were given a $100 USD voucher. Mrs Ourmanin managed to spend mine for me on the return flight!

Good to see they were proactive and did the service recovery on the plane, instead of you having to chase it after the flight.

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James O'Mahony

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