747 Business service - a little bit too casual

[haggiscat]

7 days ago I flew through to Sydney straight from Frankfurt in Business on one of the very old 747 birds after changing my ticket as a little treat to me. I was very much looking forward to the flight for days, being my first international business flight with QANTAS.

Well the food was good, the leg room was good (even though the plane was showing terrible signs of cosmetic wear inside and out), and the service was alright, but the jumbo crew - yet again, what can I say but disappointing?

There was not one bit of chit chat between crew and passengers (despite my best efforts I couldn't raise a smile out of any of them). I was not greeted by name at the door of the aircraft on either leg, I was not greeted by name at any time onboard the aircraft on either leg, and I didn't even qualify for a 'Sir' with the crew preferring to call all the males on board 'mate'. The dinner services were efficient but involved a whole lot of people milling around, quietly calling out to each other, and scurrying around between galley and seats. The attitude was just lacklustre.

I know it's Australian to be relaxed, but the service level on this flight was not worth the expense. So what if the seat is bigger and better? (and it's not fabulous anyway). I was there to party and I got a whole bunch of boring old 'professionals' who obviously know their aircraft inside out want to maximise their own rest time. Maybe this was because the average cabin staff age was 45+. The attitude was as though the whole crew had been informed in Frankfurt that they were about to be laid off.

I spent a fortune and got a Business seat with Premium Economy service - not worth it IMO.

I want to book a seat in First early next year but I'm worried about bang for buck now.

 

[haggiscat]

and in case any QANTAS harpies come on and say 'you paid for a Business seat and you got it', that's fine, but this is a legitimate complaint about the levels of QANTAS business service compared to the service provided in the same class by other airlines, which is often (unacceptably) better. QANTAS should be a world leader in service - it's all about attitude.

 

[Must...Fly!]

It does sound like the flight was not up to international business standards. Put through a complaint on the QF website, issues like this should be reported to QF!

 

[markis10]

Out of curiosity what other J trips have you done in the last year that serves as a benchmark for the comparison? I am also curious as to why the crew are lumped together as one when it would have been two different teams?

 

[ferdeline]

I find that cabin crew are not usually very professional.

That being said, and I don't want this to sound rude, but why would you want to speak to the cabin crew? What could you possibly talk about? I agree they should be courteous, greet you by name, and describe the menu to you, but surely you're not going to hold a conversation with them about anything else…? I have never spoken to a bus driver, train attendant, etc. about something other than their role's core business activities?

 

[juddles]

I find that cabin crew are not usually very professional.

That being said, and I don't want this to sound rude, but why would you want to speak to the cabin crew? What could you possibly talk about? I agree they should be courteous, greet you by name, and describe the menu to you, but surely you're not going to hold a conversation with them about anything else…? I have never spoken to a bus driver, train attendant, etc. about something other than their role's core business activities?

I have had some marvelous conversations with cabin staff, as I also have had with dentists, shopkeepers, police, strangers at a cab rank. But they are spontaneous things, and very very much the exception to the rule. I certainly dont expect that cabin staff are there to chat to.

I understand where the OP is coming from in his obvious desire to ¨party¨ not fitting with a crew averaging ¨over 45¨, but there are a lot of travellers who just want a quiet and restful trip. Perhaps he is right though that older staff as a general rule (IMHO) often seem to have lost that enthusiasm that makes for great personal service.

 

[Princess Fiona]

I actually love the mature crew. The two best J flights I have had have been with mature male cabin crew. I love chatting with them ( mind you I could talk the hind legs off a donkey)
I can honestly say (catering issues on my last J flight aside) that I haven't had any disinterested service on QF lately.

 

[ashleyn]

It's all about expectations isn't it ? Your first domestic J you expect something, same with your first International J, F and so on. I try to expect very little and therefore am not disappointed very often. That even extends to Y where I expect the pax in front will recline on me so if they don't I'm a happy traveler. After all, it's air travel, not a 5 star restaurant or hotel.

 

[juddles]

I actually love the mature crew. .....

Must agree. My favorite crew members are all ¨45+¨

 

[Mgjdubs]

I have to say that I'd object to being referred to as 'mate' or something similar by a flight attendant.

Send them an email, as has been suggested here. That's what I'd do!

 

[haggiscat]

By way of comparison, heaps of Domestic J trips - always a pleasure. Always attentive, usually perfectly charming (the odd exception). You give them a smile and they give you one back. Hosties who perch for a chat. Plane buffs who swap travel stories or have limited technical discussions about the ageing aircraft are a dime a dozen amongst domestic crew. I never don't have fun and I guess that's what I expect.

I know people want to sleep - I'm thoughtful not to disturb. But as we know, there's plenty of time over the meal service.

Anyway it was cough, and I did grab some names, and I do send in notes about really good service and I am going to have a whinge about this one.

The other thing that bugs me is, this is the first experience many people have OF Australia when they get on the plane and it should be a good one, particularly at that money. I can put it down to experience but others (even Australians on their retirement 'trip of a lifetime', for example) would be entitled to be really upset.

The 'mate' thing would not have been such an issue if the rude, rude, rude guy on the door had bothered to read my boarding pass and call me by name, for example. That is really poor, lazy form - at that money.

my 2c worth anyway.

 

[MrJetset]

I object to being called mate by anyone.

I flew QF F on the A380 and the service was far too casual. I ask crew to call me by my first name, but they act far too familiar. Perhaps its my age but on the 1st sector the FA felt the need to tell me that the staff member in 1K would have to be moved because my seat wasn't working (I really did not want this information, nor the lengthy backstory) and on the return when I had wanted to go to bed the FA when I asked him to remove the half drunk Vodka and Lemonade and my nightcap of Baileys felt it was appropriate to say to me "You shouldn't have ordered them then."

Sorry, I'll talk my old horse pursers on BA who understand service and how to appropriately build rapport. I even prefer EK F where they don't seem to anticipate anything, but still don't talk back to pax.

 

[Pvcmenace]

I have had quite engaging and intriguing conversations with flight attendants in my time and have enjoyed every one of those experiences. But each to their own I guess.

 

[TonyHancock]

I can honestly say (catering issues on my last J flight aside) that I haven't had any disinterested service on QF lately.

I must admit things have been better of late.

I'm on QF6 tomorrow so it will be interesting to see if it is a route thing.

 

[haggiscat]

"You shouldn't have ordered them then."

Sorry, I'll talk my old horse pursers on BA who understand service and how to appropriately build rapport. I even prefer EK F where they don't seem to anticipate anything, but still don't talk back to pax.

I have had some rubbish experiences on BA in Club Europe, but I must say, recently, I've been very impressed. It did occur to me as I sat there that 'this would never happen on BA Club World'. The British class system isn't good for much, but it probably does ensure value for money when it comes to a premium product like Biz.

 

[MrJetset]

I have had some rubbish experiences on BA in Club Europe, but I must say, recently, I've been very impressed. It did occur to me as I sat there that 'this would never happen on BA Club World'. The British class system isn't good for much, but it probably does ensure value for money when it comes to a premium product like Biz.

Club Europe is a joke, both hard and soft product, but as far as I'm concerned, nothing excels BA's F service. Perhaps it's because I engage, interact and am polite, but I have never had a bad incident on BA. Other family members who are, um, demanding, perhaps dragons at times, have a very different perspective.

 

[jetlagger]

By way of comparison, heaps of Domestic J trips - always a pleasure. Always attentive, usually perfectly charming (the odd exception). You give them a smile and they give you one back. Hosties who perch for a chat. Plane buffs who swap travel stories or have limited technical discussions about the ageing aircraft are a dime a dozen amongst domestic crew. I never don't have fun and I guess that's what I expect.

I know people want to sleep - I'm thoughtful not to disturb. But as we know, there's plenty of time over the meal service.

Anyway it was cough, and I did grab some names, and I do send in notes about really good service and I am going to have a whinge about this one.

The other thing that bugs me is, this is the first experience many people have OF Australia when they get on the plane and it should be a good one, particularly at that money. I can put it down to experience but others (even Australians on their retirement 'trip of a lifetime', for example) would be entitled to be really upset.

The 'mate' thing would not have been such an issue if the rude, rude, rude guy on the door had bothered to read my boarding pass and call me by name, for example. That is really poor, lazy form - at that money.

my 2c worth anyway.

haggiscat, Firstly thanks for responding..
It is always fine to present your point of view about your experience.. Yes we are all very unique & certainly differing expectations regarding the service level & overall flight satisfaction. You happen to mention the airline as QF, & whatever reason for an apparent premium fare paid for the sectors was not up to par, so, apart from venting your experience here, please do replicate your less than positive views in a letter/email to QF.
TBH, I also have had quite a number of nonchalant experiences on many of QF (pre flight, inflight & post flight) before, though also balanced with enjoyable flights of unexpected high standards of service.
To me it is truly as a 'lucky dip" with QF on the day..
In any case thanks again for sharing with us.. & happy future travels

 

[Noob]

I find that cabin crew are not usually very professional.

That being said, and I don't want this to sound rude, but why would you want to speak to the cabin crew? What could you possibly talk about? I agree they should be courteous, greet you by name, and describe the menu to you, but surely you're not going to hold a conversation with them about anything else…? I have never spoken to a bus driver, train attendant, etc. about something other than their role's core business activities?

Have a chat and you may be surprised

 

[haggiscat]

In any case thanks again for sharing with us.. & happy future travels

I loved QANTAS as a kid, took my first flights with them, loved the brand new 747-400s, had all the models, read the mags and books.... I think Q international is a dog's breakfast now (although adore Q domestic) but I'll keep coming back - I always have. It's a shame for them that other passengers won't be as loyal when they have bad experience after bad experience.

 

[Moopere]

I object to being called mate by anyone.

Yep. I'm 100% with you here.

I generally prefer the older staff as I'm less likely to get 'party' FA's - usually, I just want quiet with the possibility of sleep. Its usually the younger crew in my experience who try on the 'mate' thing though thankfully I don't get hit with it a lot.

Pretty much 100% of the time I find the crews tone is set by the CSM. I can almost tell as soon as I step on board if the service will be good or bad by whatever the CSM says (or doesn't say) and their general demeanour.