The most frustrating customer service failure I’ve ever dealt withJul 29, 2022
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.
Like this? You'll love what we share with our community every single week!
Join our mailing list to receive the latest news and updates from CRE Success.
Don't worry, your information will not be shared.
We hate SPAM. We will never sell your information, for any reason.