“Thanx for picking the FATTEST photo you could find Sis. Love it. ”
“They never quite get everything right do they?”
“Good read thanks for sharing ”
“Hi Mary-Anne, Yes this is a pain and have experience this also in the past.In the end I had to go and see then in person to resolve my situation.”
“How annoying Mary-Anne, I hope this situation is dealt with shortly. Qantas, please employ people that are capable to fore-fill their roles.”
“Computer system limits are arbitrary. Qantas (et. al.) can fix it but often won't because cost. Crazy but large integrated IT systems need things to be consistent and the big end consulting/IT companies charge like wounded bulls. I know because it's been my career for years. The actual system changes to allow hyphens will be 5%, the rest will be QA, project management, systems integration testing, phased roll out, training. etc. I'd bet the project would not get change from $250,000 just for Qantas. Also, upstream/downstream systems (including other airlines, agent systems and so forth) would need to continue to work, so the industry cost could be millions. Banking systems are worse. ”
“Having been an avid supporter of Qantas in the past they have just lost touch with their customers and in the past 5 years have been way too focused on taking from the pockets of the workers and lining their c-suite and board members pockets. Lost my business for sure on my last trip back from the UK. Will use any other airline now even if I have to pay double the cost.”
“Definitely our name is something that should be respected and seen with great value and more so for a company of which you are part of its club and for you it is one of the best, this is undoubtedly something that can be resolved in the best way to show how important you are to them and the respect with which they see you as their member.”
“It’s really unfortunate that Qantas missed the mark on something as simple as spelling someone’s name correctly. It may seem small, but attention to detail like that goes a long way in making customers feel valued. Hopefully they’ll take this as an opportunity to improve their service moving forward. ”
“I was travelling from NZ back to Aus as my mother was terminally ill with perhaps 1-2 months to live. The name on my Frequent Flyer Card did not match exactly to my passport ( Kennedy-Anne Lauren & they had Kennedy A L) they were refusing to let me on the flight unless I paid an additional fee. I had spent the last of my savings to get back to see my mum & if was not for a kind person in line behind me who offered to pay, I would not have made it to see my mum. I arrived on Mothers days & she passed 4 days later. What Qantas may see as a minor technical issue can be a major issue in someone's life. With there profit margins this shouldn't happen. ”
“ Thank you for sharing your experience with Qantas regarding the misspelling of your name on your Qantas Club card. Your story highlights the importance of accurate personal identification and the challenges that can arise when systems fail to accommodate hyphenated names. It’s concerning to hear about the difficulties you’ve faced in resolving this issue, especially given your long-standing loyalty to the airline. I hope that Qantas addresses this matter promptly and implements measures to prevent similar occurrences in the future. Your advocacy for attention to detail and customer service is commendable, and I trust that sharing your experience will lead to positive changes. Best regards, Akari.”
“Very frustrating. This doesn’t seem like it should be such a complex issue to fix. Quanta’s needs to get their act together.”
“MA and Sally! Looking Gorgeous Ladies <3”
“Just goes to show how actually limited technology actually is. ”
“"Your name is a key part of your identity, so it's disappointing to see a business like Qantas make such a mistake. I understand that errors can occur, but there are solutions available. When a mistake is brought to your attention, it’s important to take immediate action."”
“Name reflects our identity. We indentify persons using their names. It's very disappointing to see someone's name misspelled. How did you guys do this?? She gave her name throughout the membership process, how did you write the name without checking it twice? Mary-Anne Kenworthy is not difficult to pronounce. Not even attempting to learn it you guys are displaying the name "Maryanne A Kenworthy". Such experiences can hurt a person's self-esteem and emotions. ”
“When you are introduced someone with an unfamiliar name,take a deep breath and allow yourself to be open to the possibility that you can echo it back to the best of your ability.”
“Names are an essential part of a person's identity, and getting them right shows respect. While it is understandable that mistakes happen, it's important to correct them when noticed. I hope they will rectify it soon ”
“Hoping our national carrier resolved the issue including a lump sum of frequent flyer points as compensation ✈️”
“It's your name , you have the right to have ir spelled correctly. These days everyone is pedantic about ID;s. The one that deeply offended me was the misspelling of my mother's surname along with 3 other mistakes on her death certificate. I did get it corrected, but you should not have to. I can imagine your frustration with trying to resolve this matter. Good luck. ”
“So disappointing from Qantas! Hopefully this issue is resolved in 2025. ”
“It is really sad to see how can such a big Company do such mistakes. They should immediately take an action and make the necessary changes ASAP”
“Glad you’ve managed to address their mistake. Hope they take action and get it resolved immediately. Disappointing effort Qantas! Great photo Mary-Anne! ”
“This is incredibly disappointing from Qantas! A well known company that should of fixed the issue immediately when you brought it to their attention. Dissapointing Qantas!! ”
“Maybe you need to print up an equivalent t shirt for Qantas if they don’t jump into action Can’t see why it wouldn’t be an easy fix - ridiculous”
“Twenty Years ago, I had a dispute with AIR NEW ZEALAND. I traveled one November night with a friend and my daughter, who was about nine years old. While checking in, there was an announcement:" Would anyone be prepared to change flights to Sydney and then on to Auckland after a four-hour stopover in Sydney?" They said the flight was complete, and a mother and father had to travel urgently to Auckland as their son was in intensive care after a road accident. Straight away, I said yes, we three would give up our seats as long as you provided me accommodation for the four hours in the Air New Zealand Lounge. I arrived in Sydney, and the Air New Zealand Lounge was closed. as was international, and no NZ flights had started yet. I was fuming. In the end, I wrote to Air New Zealand and asked them to refund a future flight to NZ I had booked for Easter as after they let me down and didn't even offer me an apology, I no longer wanted to ever fly with them again. They refused to refund the seats, so I had to FLY Air New Zealand again. I had a T-shirt printed on the front and back that said, "Air New Zealand Stinks. I am flying under protest." Well it was the BEST Flight ever. The Hosties gave me the best service and thanked me for standing up to the establishment. One asked my name, and when I said Mary-Anne Kenworthy, she said oh, our captain is a Kenworthy; it was my elder sibling, who is too snooty to have a sister who is a madam, so we hadn't talked in years. I chuckled to Auckland and over-drank a bit, as they kept giving me fancy Business class drinks. I stood to my guns, and for the next 15 years, I would only fly to NZ on Qantas, so I had the extra 8 hours...I finally gave in and used the direct flights, but as soon as another company offered direct flights from Perth to NZ. Thank goodness I had got a bit pickled as the only time I was embarrassed was when I hit Auckland airport.I did get a awful lot of stares, a shame we didnt have social media in those days it would of gone viral/ xxx”
“Love the picture MA..... I totally agree! They certainly need to look at their customer service protocols. Worded to perfection.”
“This is not good, that they did not get your name right. They should be able to change it, so it's right. Your name is important and Qantas should be able to fix this for you. ”
“How uncomfortable, I hope this situation is resolved soon! ”
“Surprising and disgusting enough! They should at least be sorry for the same and the least that could be done after making such huge mistakes of playing with emotions! Completely unacceptable..”
“They need to take immediate resolution with this matter. They must apologize for such unprofessional behavior.”
“so nice”
“Really interesting read especially when airlines don’t let you fly if your name is spelt incorrectly when booking tickets to fly anywhere . So very interesting they would not make the changes necessary for your qantas club card . ”
“I hope they will hear your concern and make it right for you and others with the same issues. Our names are our identities and I am sorry you have to deal with such issue ?”
“How disappointing of Qantas! Getting someone's name right is the most simple sign of respect.”
“I was actually shocked reading this I have always thought that Qantas was a fair, reputable Australian Busines who genuinely cared about their customers. Clearly their lack of response not only shows that customer care is not a priority but also raises some concerns about their ability to ignore and put their heads in the sand about a matter which is clearly important to the customer. It doesnt matter if they are the biggest or the smallest spender in their client base each customer should have the right to be heard and their own name spelt correctly - such a simple easily resolved (one would think) issue. Bit disappointed Qantas!”
“How insulting of them! I would also be beyond frusterated, not to mention furious. I truly hope that this is rectified for you in the coming days. ”
“I completely understand your frustration, Mary-Anne. It's baffling how a simple error like this can persist despite repeated attempts to fix it. As a long-time customer myself, I expect Qantas to handle such issues with more efficiency and care. Your story highlights the importance of attention to detail in customer service. I hope they resolve this for you quickly and take steps to prevent similar frustrations for others. Good luck, and please keep us updated on how they respond”
“I do believe that your family name is very important as it identifies you through life and should not be incorrectly spelt.”
“Let’s hope this situation is resolved in 2025. ”
“A fair point you’ve made Mary Anne! Hope it’s all been fixed up now. ”
“It's very sad to see how they can harass a person like that, if they had got a request from the customer so many times then they should taken the action seriously. Now everything is done digitally so they should work on it as soon as possible. I hope you have received a new membership card or maybe your name has been changed by Qantas Airline now.”
“A name is an identity, and is very important! Very strange and absurd for such a well known airline to not make an effort in this regard. I hope they have since rectified the situation!”
“Qantas Airlines, should look into this and take immediate action. After all, it's all about a person's identity. ”
“I expected a few more comments on this story, I was told that Canberra had a client that mentioned the story”
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