Red Roo Update

[Red Roo]

Hi everyone, we’d like to let you know that Red Roo will be taking a break from servicing customers here and other like fora. We’ll still be monitoring conversations and feedback to continually improve your experience with us.

As always if you need to get in touch, we have 24/7 support on Facebook, Twitter and via the phone on 13 13 13.

We value you all, our Qantas Frequent Flyers, and will continue to strive toward giving you the very best travel experience.

 

[mviy]

Is this a temporary/permanent break?

 

[LordGarlic]

Sounds like a permanent break to me as it is referring us to social media or call centre for assistance.

 

[Jet L]

Well you lasted longer than VA so I commend you for that.

 

[yohy?!]

The team there should be commended for their efforts over the years,

it's a little sad that direct engagement with the forum will no longer be occurring as opposed to just data mining / passive interaction.

 

[Sdtravel]

This is a big shame. This confirms what we had suspected for some time.
I hope one day you will return with the enthusiasm and dedication our previous Red Roo had.

 

[get me outta here]

Sorry to hear this Red Roo. I found the presence reassuring, especially once when I had an emergency and a person who signed her name personally was a wonderful help.

There are a lot more people reading AFF that one might think, so it is a bit of a lost oppo for QF. All the best and hopefully a RR will be allowed to be proactive again one day.

 

[kpc]

Hi everyone, we’d like to let you know that Red Roo will be taking a break from servicing customers here. We’ll still be monitoring conversations and feedback to continually improve your experience with us.

As always if you need to get in touch, we have 24/7 support on Facebook, Twitter and via the phone on 13 13 13.

We value you all, our Qantas Frequent Flyers, and will continue to strive toward giving you the very best travel experience.

Oh well....a lost opportunity

 

[Sdtravel]

Oh well....a lost opportunity

Agreed, previous Red Roo solved / repaired 2 service incidents i had which otherwise would have left me with a really bad customer service experience.

 

[N860CR]

I guess a sign of the times at Qantas. 2 hour waits on hold are the norm now. The staff answering are nowhere near as good as they used to be. My experiences with their FB team have been variable, to say the least. I guess customer service isn't a priority anymore.

 

[Pushka]

It's a real shame but given lack of responses for the last 6 months I think we'd all seen the writing on wall a while ago.

 

[Jet L]

I just tweet Qantas and hope for a response within 2 days, Normally ill get a call back if I ask

 

[samh004]

From a personal stand point I see this move as short sighted. There are many members here with Qantas status who are far more active here than on other forms of social media, and not taking AFF as seriously as those other, largely international forms of social media, despite this being an Australian website with many Australian members just seems like a silly move.

Not every member here uses all the features provided, but I've done a quick count and found at least 20 members with AFF Verified Airline Status of Platinum One... that's 72,000 SC per year, and while they might have their own team, they do post here regularly and have come here to find answers. There's probably far more Platinum members, rough low guess of ~100 would give another 120,000 SC per year. That's a small customer base earning a lot of status that is now going to be overlooked. I'd imagine there's even some Chairmans Lounge members on the board, I remember two in the past had a very public profile at one stage.

And I note those numbers are only AFF members displaying their status publicly, there's probably double the number of Platinum One's and perhaps 500 Platinum members, about the same number of Gold members and perhaps the same number of Silver... that's what, 1,169,000 SC per year posting to this website? Rough estimate. I'd ignore us too.

The previous team that handled AFF seemed to have no troubles giving us a little attention every now and then, and I would think the QF image did well out of it. Shame to throw that all away.

 

[Sdtravel]

Probably someone said "The competition dont do it anymore so why should we".
When your business practices are based off what your competitors do then you have probably lost your way.

A sad day indeed today.

 

[TheInsider]

All this change is from offshoring and outsourcing the social media functions from in-house (SYD H/O) to now off-shored NZ Qantas Contact Centre and Manilla with the offshoring and outsourcing

 

[Pushka]

It's a sad day when tweeting became the form of engagement.

 

[Sdtravel]

It's a sad day when tweeting became the form of engagement.

Indeed, im still not a member of twitface and i dont really look forward to spending 90+ minutes on hold. Online chat is a joke really.

 

[samh004]

It's a sad day when tweeting became the form of engagement.

I don't use it, chicka tells me it's 24-hours now but she still had issues using it last night, and despite being under the character limit, they still spelled her name wrong

 

[blackcat20]

Well that's disappointing.

 

[pagingjoan]

From a personal stand point I see this move as short sighted. There are many members here with Qantas status who are far more active here than on other forms of social media, and not taking AFF as seriously as those other, largely international forms of social media, despite this being an Australian website with many Australian members just seems like a silly move.

Not every member here uses all the features provided, but I've done a quick count and found at least 20 members with AFF Verified Airline Status of Platinum One... that's 72,000 SC per year, and while they might have their own team, they do post here regularly and have come here to find answers. There's probably far more Platinum members, rough low guess of ~100 would give another 120,000 SC per year. That's a small customer base earning a lot of status that is now going to be overlooked. I'd imagine there's even some Chairmans Lounge members on the board, I remember two in the past had a very public profile at one stage.

The previous team that handled AFF seemed to have no troubles giving us a little attention every now and then, and I would think the QF image did well out of it. Shame to throw that all away.

A thoughtful piece (as usual), samh004. Nicely summarised.
And I would think that there are quite a few more P1s without the AFF Verified status, let alone all the Plats, so all up, it is a significant slice of their FF membership.
I agree with all the views that this seems a very short sighted and counter-productive move.

What next? The SST?