The most frustrating customer service failure I’ve ever dealt with

Jul 29, 2022
Building a culture that is based on your values where success can flourish

I am one of the thousands of Australians who have had a negative experience with Qantas this year.

My story is that they sent me an email in January letting me know that I was owed a partial refund on the taxes and fees I paid for a frequent flyer booking from 2020. That was welcome news!

The instructions in the email were that I should contact them if the money didn’t automatically arrive in my account within two weeks (which it didn’t).

I called them in February and follow their instructions. After being transferred from department to department and being left on hold until the phone cut out, I couldn’t take it anymore and I just gave up.

It was the most frustrating customer service failure I’ve ever dealt with.

In fact, I am still so scarred from the experience that I still haven’t called them back yet to get my money!

But I don’t blame the staff I was dealing with; I blame Qantas management.

After all, the people within a business, and the actions they take, reflect the leadership in that business.

That’s what I’m talking about in episode 98 of CRE Success: The Podcast.

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