Quartet on social media duty for Qantas

[Vinny]

QF has employed four people to trawl social media sites to check what people are saying about the airline.

Quartet on social media duty for Qantas | Information, Gadgets, Mobile Phones News & Reviews | Courier Mail

 

[markis10]

Surely you dont need 4 people to read AFF :mrgreen::mrgreen:

 

[reductionist]

Great, maybe with the combined effort of 4 people they might be able to manage some responses to things like the Qantas Club situation at T5 LHR and the lack of priority boarding lane for domestic services.

 

[TonyHancock]

You think they might have advertised here! I suspect there might be a few folk here with the skills and house to help QF with it's social media.

 

[Vinny]

It's obviously to check on damage to the product's reputation.

Hopefully passengers' gripes will be addressed by QF instead of being ignored.

 

[reductionist]

It's obviously to check on damage to the product's reputation.

I'd say the fact that they are getting pwned by Virgin in all aspects of social media participation probably has something to do with it too.

 

[Princess Fiona]

They seem to be doing a pretty good job at dismissing some issues
3 tweets and counting to @qantasairways regarding the LHR lounge issues have been totally ignored

 

[casanovawa]

You could probably have 100 people working on it and if management are not going to give a positive answer on issues like T5, even with spinning it using made up/redefined words like "enhancement", then the best policy is probably to play dead...

Having said that, if QF would like me to help them out on a part time basis i come relatively cheapely, just a million QFF points (or so) and wave the fuel surcharges and I might be able to spare them a few precious hours out of my day...

 

[Blackadder]

Nothing unusal for a large company to have people monitoring social sites, just be aware any QF employees about what you say regarding the organisation.

 

[haydensydney]

*waves to QF employees reading this thread*

:mrgreen:

 

[richie9x]

I wonder if this means they will be extending the hours that they man their twitter accounts? Currently they list their hours as 9am-5pm mon-fri, which would be ok for a bank, but an airlines really needs longer hours than that.

 

[Oneworldplus2]

Great, maybe with the combined effort of 4 people they might be able to manage some responses to things like the Qantas Club situation at T5 LHR and the lack of priority boarding lane for domestic services.

I asked 2 of the 'quartets' about the Priority Boarding drama facing QF, while onboard the 787. It's not their department and for issues like that, it's way above them in the food chain.

 

[simongr]

I guess these guys will be trawling websites like AFF and others for info, summarising that for Trevor who will get people like Stephanie and the greater gods to make decisions.

 

[Oneworldplus2]

I guess these guys will be trawling websites like AFF and others for info, summarising that for Trevor who will get people like Stephanie and the greater gods to make decisions.

Most probably.
If you do get a chance to meet them (I only met 2 of 'em), they are very approachable. Starting a conversation is easy as pie with these guys (and girls). KPC and I spoke to them for about 5-10 minutes while in line for coughpit pictures.

 

[JohnK]

It's obviously to check on damage to the product's reputation.

Hopefully passengers' gripes will be addressed by QF instead of being ignored.

Qantas has been reluctant to do too much in the past to try and address the issues of their product's reputation.

Not sure they are going to do too much now either as they will nothing is wrong and continue along on their way ignoring the feedback and complaints around them.

 

[JohnPhelan]

Qantas has been reluctant to do too much in the past to try and address the issues of their product's reputation.

Not sure they are going to do too much now either as they will nothing is wrong and continue along on their way ignoring the feedback and complaints around them.

John, I don't think that's entirely accurate (or fair).

QF has listened to feedback on AFF (and other places) and modified its position on several things recently:

* priority boarding
* NP party pies in lounges
* access to priority check-in for PS and QP members

so it seems quite clear that they do listen and take the feedback on board and deal with it where they can. That's not to say that everything people complain about will - or should - be changed.

It's very easy for people to say ''I complained about xx_XX and they didn't change or fix it" , but that doesn't mean you have been ignored or not heard. It just means that, in those cases, QF disagrees with you.

 

[simongr]

They have brought in a level above WP that people did ask for.

 

[JohnK]

John, I don't think that's entirely accurate (or fair).

QF has listened to feedback on AFF (and other places) and modified its position on several things recently:

Very low cost to implement each of those things and from memory each one was a benefit anyway that was taken away at some time.

Some of the more vocal issues on AFF have been ignored

- Anytime access (yes, again)
- Request for complimentary exit rows on international flights for Platinum and above
- Upgrade credits (ok this is not coming back)
- Loyalty bonus stuff up

and the one most important to me that appears to get worse

- On time performance.

So while they are listening and giving something back to some people they are not listening to all and certainly not tackling the difficult issues which in my eyes means reluctant....

 

[mannej]

John, I believe RedRoo has acknowledged ATA and its issue, but has stated QF will not reinstate it.

So in essence, the issue hasnt been ignored by QF.

 

[JohnPhelan]

Some of the more vocal issues on AFF have been ignored

- Anytime access (yes, again)
- Request for complimentary exit rows on international flights for Platinum and above
- Upgrade credits (ok this is not coming back)
- Loyalty bonus stuff up

and the one most important to me that appears to get worse

- On time performance.

So while they are listening and giving something back to some people they are not listening to all and certainly not tackling the difficult issues which in my eyes means reluctant....

I can only repeat - just because you don't get the answer you want, it doesn't mean you have been "ignored".

ATA is a very good example. QF has engaged with members quite a bit on this (via AFF, in personal communications and at the AFF lunch some weeks ago). They have certainly not ignored the issue that people have raised; they have said they have considered it but won't be changing position on this, for what they believe are good commercial reasons.

You may well disagree with their reasoning and conclusions, but that's quite different from your views having been ignored. They just disagree with you.