Rod sent a message to Alan Joyce CEO, Qantas Airways Limited – email address that said:
Booking: 3C4FLW
Dear Qantas,
I am based in the US and a frequent business class platinum traveler. I have a multi city booking JFK to TXL (Berlin) and have been calling QANTAS every day for at least 2 weeks attempting to locate a seat on a flight of equivalent class (business) on an earlier day.
Today, I again went through to the NZ Call Centre. The Operator, Sina answered the phone in an unprofessional manner, necessitating me to ask her to repeat her name and company.
She clearly was untrained and incompetent. I had to explain the 3,500 points didn't apply to change this booking due to me not being able to change the booking on line due to a schedule change, as was confirmed by the Operators in the days prior - please check the call logs to validate this. Sina placed me on hold for over 10 minutes whilst finding a 'Superior' who was Victoria..
Victoria was rude and unhelpful, condescending in her responses to me. She would not waive the 3,500 points despite the above hence my complaint.
QANTAS give me no option to do this on line, could not care less that I am a platinum and Lifetime Gold who travels extensively in your top tier customer sector and would rather squeeze 3,500 points from me, make me stay on hold and deal with obnoxious staff in an off shore call centre rather than retain my business, my staff or my companies and clients business.
I don't believe this is legal, you given the customer no alternative and as such the ACCC will be asked to investigated.
I am disgusted and demand a written response.
Rod
