Qatar Airways made number of negative “enhancements” to its Privilege Club frequent flier program in 2018 (read more here, here and here) that included among other things having to use email for partner award redemptions (you no longer could phone them in).
Privilege Club members must have made it known that not able to contact loyalty program customer service for redemption bookings and applying upgrades etc. by phone is simply not acceptable. Qatar Airways just sent out an email blast informing that they are backpedaling on these “enhancements”.
You can access Privilege Club here.
Here’s the update Qatar sent out:
We are always looking for ways to improve your experience with us and reward you for your trust in us. At Privilege Club, you are our top priority and your feedback is very important.
Based on your valuable feedback, we have been reintroducing our member services at our contact centres, to be fully rolled out in the month of April. Our agents will now be empowered to assist you with any of the following services:
• Redeeming award tickets on Qatar Airways and partner airlines
• Award upgrades
• Date change of award tickets
• Refunding award tickets and Qmiles
• Retro claims on Qatar Airways flights
• Privilege Club offer registrations
• Membership card replacement request
• Password resets
With your convenience in mind, we will continue to improve our online functionality, and some account activities will remain exclusively online for your security. These include: nominating family members, profile updates, buying, gifting, and transferring Qmiles, excess baggage redemptions, and extending or revalidating your Qmiles.
Our team is striving to provide you with the premium service that you deserve. Expect further improvements throughout 2019.
Qatar Airways is fine airline in the air but their customer service and Privilege Club both leave lot to be desired.
The “enhancements” in 2018 must have made many members to reconsider if Privilege Club was the right Oneworld frequent flier program for them and take action.
Privilege Club members cannot book partner awards online and having to request them by email that may take days to get a reply to just doesn’t work.
It seems that they are bringing most of the lost phone functionality back in April.