How hard woulf it be for QF to:

[maroonone]

How hard would it be for QF to:

1. Email all the FFs impacted by the 90 min blacckout at Sydney domestic Sunday night and explain the cause of the problem, apologise for the paucity of information during the event, and acknowledge we were inconvenienced. Even if out of their control, they could review why gate 3 was in total darkness but other gate 1, 1A etc were fully illuminated and the other areas were in varying degrees of illumination.

2. Using the brilliant IT team, email FF reaching milestones such as 100, 200 fligths etc.

3. Send a birthday email which even organisations I have only dealt with once manage to do. They also might offer a "special" but I don't want to stretch the imagination of the marketing and loyalty teams.

and finally

4. Remove priority baggage as an advertised benefit and then if it happens we can think we got something special - the other 95% of the time will be no change.

 

[JohnK]

Some good ideas there.

Was there a blackout on Sunday? Must have just missed leaving in the afternoon.

Qantas sends out birthday emails from the Qantas store with a 10% discount?

 

[kevrosmith]

Some people don't celebrate birthdays... so they'd have to navigate having to have an opt-out option, and that just gets a bit messy.

Should they also congratulate for wedding anniversaries, your baby's first poop and other special occasions too? (Please don't be offended, I'm just being tongue-in-cheek).

 

[maroonone]

Some people don't celebrate birthdays... so they'd have to navigate having to have an opt-out option, and that just gets a bit messy.

Should they also congratulate for wedding anniversaries, your baby's first poop and other special occasions too? (Please don't be offended, I'm just being tongue-in-cheek).

You just need a celebrate/commiserate option.

 

[dajop]

Impossible. I've mentioned elsewhere after experimenting between a Melbourne and Singapore address they don't seem to even send statement or promo emails, or any emails full stop, to non resident members. No chance to send birthday emails!

 

[kevrosmith]

Commiserate? Do they have to watch the death notices to know when someone significant has passed in your life now as well?

Personally, I'd prefer if they spent their time getting the power working again rather than having to worry about sending emails to a small percentage of the millions of frequent flyers explaining that the power is off... which, if you are there, would be obvious to see that the power is off. YMMY.

People are shooting people in theatres these days... some perspective on what a company should or shouldn't do really needs to be considered.

 

[Mike65]

Earlier this year I flew MEL-SIN on my 50th birthday. 10+ years of QFF SG status, average 30-40 flights per year. Free upgrade? Special treatment? Personal greeting? Acknowledgement? Anything? Nope

 

[dajop]

Commiserate? Do they have to watch the death notices to know when someone significant has passed in your life now as well? :confused.

Absolutely. So they can close down that persons account before relatives get the chance to break the T&C and use all the points before the death is actually notified to QF

 

[AustraliaPoochie]

I havent had any paper work (apart from the goo feel good congrats that comes with my PS/and now SG QCC and QFF card) from QF.
I only get emails.
QFF paper statements??? Thought those things disappeared many moons ago.

 

[wandering_fred]

Agreed that not all people celebrate birthdays (or holidays), but how about 5/10/15 etc year QFF joining anniversaries? With a [number of years]% discount on a one way domestic trip (valid for a year from said date). Might be useful for those infrequent fliers...

But I continue to find options for wandering

Fred

 

[trippin_the_rift]

To build out the customer profile and ask personalised questions based on the data QFF cannot collect through other sources.
This would allow for more insight to what drives each member and how to personalise the communication around that.

For example I'd love a yearly report on all flights taken with a map showing with lines between destinations. Even better if this was sent out when achieving LTG.

For another member who may 99% biz travel, having recognition/upgrades/better treatment when travelling with family on the once a year trip is super-important, and being able to roll out the vip treatment on this one trip (to make the wife/partner feel good about all the time away from home the biz traveller is spending) etc...is a defining driver. Hotels are fantastic at recognising and implementing systems around this - why can't QF?

A perfect example of how CX used big data this week: Coming to Australia with my family it's my daughters 1st flight. Although she was in QF a onesie and had her #JoeyClub passport for signing - the manager recognised it was the first flight through ipad data (again, easily obtainable information from public sources in formatting that FFP databases can import effortlessly), approached us after meal service and had an extended chat. A few AFFers know what happened next, but it was one of the best flights I've ever experienced. Why? Because I genuinely felt valued by CX and it didn't take any additional cost to achieve this. This is a perfect example of using data to create picture perfect, movie moment type customer experiences.

So much stuff that could be rolled out with minimal effort that would have measurable, meaningful impact.

 

[Groundhog]

For another member who may 99% biz travel, having recognition/upgrades/better treatment when travelling with family on the once a year trip is super-important, and being able to roll out the vip treatment on this one trip (to make the wife/partner feel good about all the time away from home the biz traveller is spending) etc...is a defining driver.

Agree with this one.
However the FA's on these trips for me spend the whole time fawning over my 6 year old daughter (who is a real cutie and also a PS, probably one of the youngest in QFF) while her Daddy a WP gets ignored.

Ahh the joys of travel

 

[Himeno]

They should be able to add notes into the profile stored in the crew ipad so that they can, for example, stop offering alcohol to a pax that repeatedly states they don't drink.

 

[CMA222]

QFF paper statements??? Thought those things disappeared many moons ago.

They are still available as DIY - print them yourself from the QFF account detail !! They were enhanced away some time back.

 

[CMA222]

They should be able to add notes into the profile stored in the crew ipad so that they can, for example, stop offering alcohol to a pax that repeatedly states they don't drink.

Whenever I travel across the Tasman with Jet Connect (QF) in business, I am always offered a 'cold glass of Chardonnay' when I take my seat and thereafter for the duration of the flight. I asked if that was in my profile and the FSM told me it was. So it can be done. I now use EK more but no similar personalised service.

 

[kermatu]

Whenever I travel across the Tasman with Jet Connect (QF) in business, I am always offered a 'cold glass of Chardonnay' when I take my seat and thereafter for the duration of the flight. I asked if that was in my profile and the FSM told me it was. So it can be done. I now use EK more but no similar personalised service.

I might ask for something different next week - never wanted to before as I'm usually on board towards the end and the crew have better things to do. But if it's in a profile and they know in advance that would be awesome.

I'm P1 and have never been asked for what I'd like or to build a customer profile. I really would have thought the simplest thing to do was ask a new P1 or CL (a manageable number??) what they'd like - easy way to build a profile and make customers feel special.

So on the OP's original points, if P1s (and the CLs I know) don't get such things, can't see it happening across the board. Not that I necessarily want more emails!

 

[Katie]

Agree with this one.
However the FA's on these trips for me spend the whole time fawning over my 6 year old daughter (who is a real cutie and also a PS, probably one of the youngest in QFF) while her Daddy a WP gets ignored.

My 9yo (who's been everything from NB to PS to SG and flitted between PS and SG since 2011) spent I-don't-know-how-long in the galley in the middle of the night on our QF16 flight home in early Oct. I had a couple of FAs tell me about the big & long discussion they'd had with her while we slept. Before arrival, I was even offered a Super Food Ideas magazine full of kids birthday party ideas by one of the FAs, as he'd heard all about the birthday cake I would be making in three days' time.

We just can't compete with their charm.

 

[michaele]

Whenever I travel across the Tasman with Jet Connect (QF) in business, I am always offered a 'cold glass of Chardonnay' when I take my seat and thereafter for the duration of the flight. I asked if that was in my profile and the FSM told me it was. So it can be done. I now use EK more but no similar personalised service.

The EK iPads appear to pull info from the QF system - for example it has picked up my "prefers Michael" notes originally from QF10 F in 2014.