What else is burning members about recent "enhancements" to QFF?

[crazydave98]

Call this market research if you will, but I'd like to understand what changes that Qantas has made to QFF recently are getting up the noses of members? Obviously Platinums losing "anytime" lounge access is one and Silvers losing priority check-in at domestic is another. Have Golds lost anything recently? Any other recent devaluations?
cheers
CrazyDave98

 

[samh004]

re: What else is burning members about recent "enhancements" to QFF?

Didn’t you get the email?

I think Golds probably had the most to gain, their priority queueing was strengthened.

 

[medhead]

re: What else is burning members about recent "enhancements" to QFF?

Talk about a loaded question.

I think also paid qantas club members losing priority check in, (does the Lounge offer that for paid members), but then silver and paid QP will be moved to NGCI. So maybe it's not that bad.

Anytime access whinging might sound greedy but rather than cut it entirely perhaps they could have offered arrival lounge access for the highest tier. If you're looking for a reasonable part of that benefit that is annoying to lose.

The luggage arrangements with a piece system are not good and are not made up by increased weight allowance.

I'm dreading the NGCI because it is basically a cost cutting measure that is going to make me do all the work (well, if I checked in luggage )

In terms of market research, so not related to the recent changes, I find the carry on luggage piece system to be restrictive. In my case, I could carry 3 pieces that take less space than 2 pieces, and that I'd be more willing to put under the seat. But Qantas seems more focussed on the number of pieces rather than the size. Of course DJ have a lower carry on allowance but I have not yet been questioned about have my 3 smaller sized pieces, I never take the 2 larger sized carry on bags on DJ flights.

In all honesty if DJ were to offer some level of status match I'd move about 50% of my flights. (40-45 ADL-SYD a year)

 

[dajop]

re: What else is burning members about recent "enhancements" to QFF?

For me it's not really about these particular enhancements, its the ongoing erosion of benefits. It is the loss of the "wow" factor that used to come with being a WP.

When I first achieved WP in 2002 there was certainly a "wow" factor:
- Flying internationally in Y I was welcomed aboard, offered pre flight drinks (champagne, alcohol), newspapers and other items. Every time. Now very hit and miss, almost never, and if lucky you will get a greeting and that's all.
- Flying internationally in Y I could call and get an exit row allocated. Now need to pay for that.
- If award seats were not available, I could ring up and ask to request them and many instances, even on quite full flights those requests were granted. For free no cost. Now I can't do that for domestic flights. And for international flights, it is difficult to get these requests granted (I was told only if Q class available in economy can it be requested), but of course it was always more difficult in business class. It will cost 6,000 pts to make such a request come May 2011.
- I could make free changes to award flight date/time via phone. Now it will cost 3,500 pts online, or between 7,500 and 11,500 change via phone like one used to (IMHO this is really pedantic and mean).
- I got upgrade credits, enough of which could be used for upgrades across the QF network, now just a measly 5000 pts
- Could access lounges (F then J, which was fair enough after F upgraded) when not flying QF. No more
- Devaluation of points required for redemptions (2005/6?)

What has been gained? A Sofitel standard restaurant when flying internationally and a few kgs of luggage that I rarely use.

In summary it is the LCC-isation of a loyalty program, and really if you table the erosion of benefits over time it all adds up. Not so much WOW any more.


(And before someone comes on and says that a lot of the benefits were unpublished anyway, big deal, published or not they were provided and are no longer provided.)

 

[crazydave98]

re: What else is burning members about recent "enhancements" to QFF?

Talk about a loaded question.

Not intended to be loaded - you want us to do better rather than just match the opposition we need to know what ticks you off. Think back to the "Dear John" thread on the Velocity forum and what's already been announced (with a lot more coming) - we value what we pick up on AFF.
cheers
CrazyDave98

 

[cove]

re: What else is burning members about recent "enhancements" to QFF?

Well crazydave98 I am very pleased that you are reading the forums.
Many folks want internet for laptops and other devices and the rest of us want no one talking loudly on their phones while your planes are in the air.
I had hoped you would get SQ in as a strategic partner while the share price is down as this would alter the perception dramatically.

 

[Fantic125]

re: What else is burning members about recent "enhancements" to QFF?

Judging from the comments on the forum it appears to me that the "enhancements" identified so far have been arbitrary decisions by Qantas management based on;

1. either not fully understanding the implications of the impact on the "core" frequent flyers who contribute significantly to their revenue stream, or;
2. taking a calculated risk that the "core" flyers who drop off will be replaced by increased volume of "intermediate flyers", hence increased revenue and possibly less demand of high end services, therby reducing cost and increasing profitability.

From a personal perspective, being QF SG, I was intending to aim for WP this membership year, but will no longer bother.

Last membership year I recorded 1,100 QF SC's over a total of 117k miles, and *A Gold (Asiana Diamond) with 48k miles. In AAdvantage those QF miles would have given me Executive Platinum (OW Emerald). With my flight schedule I'll re-qualify for QF Gold in December, and the start of next year credit all OW flights to AA.

It's disappointing when you see a company disenfranchise a significant supporter base of engaged customers to chase the dollar, believing it will make them more profitable in the end.

(Of course, that just my opinion.)

 

[samh004]

re: What else is burning members about recent "enhancements" to QFF?

Not intended to be loaded - you want us to do better rather than just match the opposition we need to know what ticks you off. Think back to the "Dear John" thread on the Velocity forum and what's already been announced (with a lot more coming) - we value what we pick up on AFF.
cheers
CrazyDave98

I can’t imagine Gold (or a level beyond) would bring anytime lounge access or departure/arrival) but I’d suggest such a thing would be greatly received. It’s a nice benefit at the top

You’d surely win some hearts there, Shirley

 

[markis10]

re: What else is burning members about recent "enhancements" to QFF?

Not intended to be loaded - you want us to do better rather than just match the opposition we need to know what ticks you off. Think back to the "Dear John" thread on the Velocity forum and what's already been announced (with a lot more coming) - we value what we pick up on AFF.
cheers
CrazyDave98

Maybe you should ask RB if he would like to join us on a DJ sponsored MEL-SYD-BNE trip with QF Platinums to celebrate the last opty for anytime access to QPs on the last weekend we have the privilege, I would be happy to guest him in .

 

[docjames]

re: What else is burning members about recent "enhancements" to QFF?

I value my travel being comfortable and easy.

I have only recently attained qantas gold, and the more I travel, the more I realise I want my flying to be comfortable and easy. That extends all the way from when I check out of my hotel, to when I arrive home.

Now, some of that process is outside of the airline's control. But small things matter.

Arrivals lounge (if I travelled enough to attain WP) would be an infrequently used, but valuable bonus. Ease of checkin is another. Ability to get better seats, be looked after properly in the event of a flight cancellation/delay to make it easy to get to home/destination.

Anytime access appeals - if i'm forced (by timing, ticket or route availability/lack of availability), I expect by the time you're Plat you've spent enough to be able to use the lounge. Similarly, if i'm travelling so much to be platinum, and are travelling to the airport (again!!) say to meet a relative, business associate etc, then being able to go to the lounge and wait is appreciated. It's also to be able to take "granny" (ie. the once a year traveller) and show her how hard i'm working, doing all this travel, and the "fringe benefits" it brings. It also shows "granny" that the airline values my custom etc etc.

I accept non-everytime upgrades as profit-crippling (look at AA) as it would encourage WPs not to buy full fare J class seats. The ability to be further up the queue is fair enough, and must have an acceptable success rate. Op-ups are part of this.

Edit: Priority seating - I want to sit where I want in the cabin (for me, either exit row, or front+aisle), and not pay crazy bits and pieces prices to do so.

Provision of Limo service for J class and above makes transport easier.

Crucially for DJ (but applicable to any airline), I like having the same comfort / ease of travel extrended to me around the world. A good alliance is imperitive. Mutual recognition of status is imperitive. I ant options to travel with partners that provide a similar level of service / recognition. QF/Oneworld is not perfect at this!

I'm sure i'll think of others, but the theme is "easy" - make my trip comfortable and easy. I'm travelling so much, it should be.

If Virgin can provide this, I'll move. I'm now closer, thanks to Qantas' changes to the program. But you're not quite there.

Thought of a bit more:

I'd prefer to see Virgin Blue change to V, or some other brand identity. I know this is all part of JB's review of operations etc, no idea how progressed this is - care to share crazydave?

"Virgin" has too many longstanding low-fare/low cost connitations. The brand image for a "premium" traveller, needs to be upmarket. Remaining as Virgin (and Branson's proliferation of brands - airlines, gyms, banking etc), the whole motto seems to be "we do it cheaper", doesnt wash with being "premium". Sorry.

FWIW, I've yet to fly Jetstar, and pay a premium to Qantas to fly "premium". The new changes, the constant replacement of routes with JQ, the constant changes (reductions) in baggage, inflexibility, unwillingness to make it "easy", is making it less and less premium.

Hope some of that is useful info.

 

[thewinchester]

re: What else is burning members about recent "enhancements" to QFF?

Talk about a loaded question.

I think also paid qantas club members losing priority check in, (does the Lounge offer that for paid members), but then silver and paid QP will be moved to NGCI. So maybe it's not that bad.

Anytime access whinging might sound greedy but rather than cut it entirely perhaps they could have offered arrival lounge access for the highest tier. If you're looking for a reasonable part of that benefit that is annoying to lose.

The luggage arrangements with a piece system are not good and are not made up by increased weight allowance.

I'm dreading the NGCI because it is basically a cost cutting measure that is going to make me do all the work (well, if I checked in luggage )

In terms of market research, so not related to the recent changes, I find the carry on luggage piece system to be restrictive. In my case, I could carry 3 pieces that take less space than 2 pieces, and that I'd be more willing to put under the seat. But Qantas seems more focussed on the number of pieces rather than the size. Of course DJ have a lower carry on allowance but I have not yet been questioned about have my 3 smaller sized pieces, I never take the 2 larger sized carry on bags on DJ flights.

In all honesty if DJ were to offer some level of status match I'd move about 50% of my flights. (40-45 ADL-SYD a year)

As medhead said, hit this nail square on the head.

Considering I'm VS Gold (thanks to promo this year) and the routes I fly, I could easily move all my business to DJ/SQ and retain some level of convenience and decent lounge access. However, that'll only last me until April when I'll slip down to VS Red as the qualification requirements for what I fly put getting Gold again well out of reach.

 

[moa999]

re: What else is burning members about recent "enhancements" to QFF?

Given docjames has turned this into a DJ wishlist.
This
YouTube - New Virgin Atlantic Advert 2010 - HD 'Your airline's either got it or it hasn't'

(brilliant Virgin Atlantic ad - apart from the bodyscan bit)

CrazyDave98 - very well timed thread. Your new friends in Social Marketing would be proud

 

[oz_mark]

re: What else is burning members about recent "enhancements" to QFF?

As a gold, I am not sure that I have lost anything lately. The main effects seem to have been above and below.

 

[Flashback]

re: What else is burning members about recent "enhancements" to QFF?

Talk about a loaded question.

I think also paid qantas club members losing priority check in, (does the Lounge offer that for paid members), but then silver and paid QP will be moved to NGCI. So maybe it's not that bad.

Anytime access whinging might sound greedy but rather than cut it entirely perhaps they could have offered arrival lounge access for the highest tier. If you're looking for a reasonable part of that benefit that is annoying to lose.

The luggage arrangements with a piece system are not good and are not made up by increased weight allowance.

I'm dreading the NGCI because it is basically a cost cutting measure that is going to make me do all the work (well, if I checked in luggage )

In terms of market research, so not related to the recent changes, I find the carry on luggage piece system to be restrictive. In my case, I could carry 3 pieces that take less space than 2 pieces, and that I'd be more willing to put under the seat. But Qantas seems more focussed on the number of pieces rather than the size. Of course DJ have a lower carry on allowance but I have not yet been questioned about have my 3 smaller sized pieces, I never take the 2 larger sized carry on bags on DJ flights.

In all honesty if DJ were to offer some level of status match I'd move about 50% of my flights. (40-45 ADL-SYD a year)

I can understand their want to move to the piece system... because it's less baggage that needs to be handled e.g. 1x 23 rather than 3 bags making up that 23, so will provide operational efficiencies on their end and hopefully mean less delays etc. That being said, for the way some of us travel it's not useful!

 

[Aenveigh]

re: What else is burning members about recent "enhancements" to QFF?

I wonder if the baggage "operational efficiences" would mean priority baggage actually consistently became that...

 

[medhead]

re: What else is burning members about recent "enhancements" to QFF?

I can understand their want to move to the piece system... because it's less baggage that needs to be handled e.g. 1x 23 rather than 3 bags making up that 23, so will provide operational efficiencies on their end and hopefully mean less delays etc. That being said, for the way some of us travel it's not useful!

Yeah, I can totally see that, but what is efficient for them is not efficient for me even with more weight.

 

[Flashback]

re: What else is burning members about recent "enhancements" to QFF?

I wonder if the baggage "operational efficiences" would mean priority baggage actually consistently became that...

Surely you jest

 

[Flashback]

re: What else is burning members about recent "enhancements" to QFF?

Yeah, I can totally see that, but what is efficient for them is not efficient for me even with more weight.

Exactly! As with all "enhancements" it's to make it appear like you are getting more by in fact giving you less:!:

 

[oz_mark]

re: What else is burning members about recent "enhancements" to QFF?

I can understand their want to move to the piece system... because it's less baggage that needs to be handled e.g. 1x 23 rather than 3 bags making up that 23, so will provide operational efficiencies on their end and hopefully mean less delays etc. That being said, for the way some of us travel it's not useful!

Just means they only have to send you 2 Q bag tags, not 12 :mrgreen:

 

[Fantic125]

re: What else is burning members about recent "enhancements" to QFF?

I wonder if the baggage "operational efficiences" would mean priority baggage actually consistently became that...

My concern would be the "stuffing of the overhead locker".:shock:

I am continually amazed on my american flights by the perpetual need of our (american) flying colleagues to stuff the equivalent of an african elephant into the overhead lockers. (I also wonder how they are even allowed on board.) :shock: