Melbourne's 'Herald Sun' reports that QAN is launching phone software that will detect when a passenger calls multiple times about the same issue but fails to have it resolved. Such matters will be 'escalated' to more senior call centre staff.
The article gives examples of passengers whose complaints remain outstanding, such as with flight credits, or excess deduction of FF points even when the airline said it should not occur - call centre staff sometimes do it anyway.
I was surprised that the article was only about a quarter of a page as one could fill a whole newspaper with such complaints.
This initiative is in tandem with QAN launching home loans (arranged through BEN0> What was that about ASX-listed companies doing well if they stick to core businesses?
Will QAN survive?, page-5439
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