A letter to Alan Joyce

[Jack_OC]

And yes I do realise that everyone and their dog will ask for flow forward but so be it. Limit the requests to one or 2 flights forward to weed out those that book the 8:00pm cheapie and turn up at 8:00am.

The thing is though, a 9am MEL-SYD flight (which the OP was originally booked on) is often "a cheapie" compared to the early morning flights (which he was trying to change to). 9am is after the morning rush, so one way fares at that time can be $200+ cheaper than on the early morning flights.

Consequently, the OP might well have come across as someone who deliberately booked a cheap fare outside of peak times and then chanced his arm to try to get on a much more expensive earlier flight. Just to be clear, I'm not accusing the OP of doing that, I'm just saying that the QF staff might have suspected that to be the case.

Also, while I generally agree that empty seats are unlikely to get sold very close to take off, MEL-SYD early in the morning is one example where that probably happens quite a bit. I also know from experience that empty seats on those flights are a rarity. As such, I am not at all surprised that the OP's request was denied.

As others have said, the only cause for complaint that I can see here is that a BP was issued and then taken away. That is simply outrageous, and very strange indeed - it would be interesting to hear QF's side of the story, but obviously we won't.

 

[JohnK]

Also, while I generally agree that empty seats are unlikely to get sold very close to take off, MEL-SYD early in the morning is one example where that probably happens quite a bit. I also know from experience that empty seats on those flights are a rarity. As such, I am not at all surprised that the OP's request was denied.

As others have said, the only cause for complaint that I can see here is that a BP was issued and then taken away. That is simply outrageous, and very strange indeed - it would be interesting to hear QF's side of the story, but obviously we won't.

Taking back the boarding pass is a joke and I have come across the type of Qantas staff that would do that and generally ignore them.

Let's assume the 6:00am, 6:30am, 7:00am flights are boarding or close to boarding and have spare seats. Why wouldn't you want to fill those seats with those hand luggage only and fill them at the last minute where it's easy to do? Those morning flights as you say are busy and you wouldn't gamble by booking the 9:00am-10:00am flight if you want/need to be somewhere else earlier.

We can harp on about flexibility all we like but as flow forward does exist it should be a 2-way that benefits everyone. Not just the airline.

 

[Mrmaxwell]

In customer service there is a very polite empathetic way to say no. The majority of Qantas staff have no idea how to utilise this skill.

Once the BP for an earlier flight was issued I would not have given it back and asked to see the customer service manager...and certainly made sure PAX around me were made of aware of what was happening. They would have backed down real quick.

 

[DC3]

It seems that the OP has left the building, several days ago, after receiving plenty of feedback.

 

[Melburnian1]

Regardless of whether we feel that you should have been flowed forward without charge or not, our comments come from experience dealing with complaints. Unfortunately the way you’ve structured your complaint isn’t likely to get the result you are after other than a template response as it isn’t concise but full of hyperbole.

When individuals are upset, some write in a flowery style.

Taking back the boarding pass was very poor.

I agree there's a difficulty for the airline in deciding who has a true 'sob story' and who is lying - the latter must happen - but surely a couple of photos or other evidence being produced ought result in a change to the flight time being agreed at the airport.

 

[prozac]

Glad your friend is ok.
Rules is rules however. I can understand your frustration and I also feel if it did not inconvenience anyone other passenger they might have allowed you some kind of concession for your long term loyalty.

 

[MEL_Traveller]

What is it about airlines that so many people expect "leniency" and "bending the rules"??????

Because airlines do it to passengers. Quite frequently. Delayed flights, cancelled flights, overbooked flights, moving passengers around the cabin to accommodate others (sometimes legitimately, sometimes at the whim of a high-status passenger). Airlines move passengers when it suits them, but don't always afford the same flexibility in return.

The higher the status the more likely you are to have encountered one of the above and it's perhaps not unreasonable for the passenger to be allowed to ask for the consideration when needed.

Going back to the OP's issue - I can't see grounds for QF taking back the new boarding pass. Sure, the passenger may have asked three different agents, with the final one relenting. But for all the passenger knew some operational requirement by the airline had materialised in the intervening period and it suited QF to have them on the earlier flight.

Compensation - none due. Easy come, easy go. The passenger didn't outlay and additional funds to effect the change.

But what's interesting is that despite the experience, the OP seems to still be intending to fly to attain P1. The question is why? Vote with your feet!

 

[bgrsyd]

Buy the cheapest ticket and receive the cheapest service, that's not a surprise.
It is very harsh to have the boarding pass revoked, but there are coughty people working everywhere and it makes them feel good to flex their power, sorry but it's still no surprise.

I don't understand what you expect from writing the CEO, other than the satisfaction of officially venting. It's true, organisations can only learn about customer satisfaction if customers tell them, so I appreciate your effort on behalf of all Qantas customers, but nothing they do will fix "that" day for you.

 

[Flyp]

Not just a customer, but also an ambassador. I have brought many people on trips with me flying your airline as well as converting many Virgin flyers over to Qantas over the years.

Sorry Astrokid, I find that hard to believe.
As heard at the VA Lounge Service Desk the other day: "Virgin has saved me weeks of my life by allowing me to fly forward".

 

[Mattg]

Sorry Astrokid, I find that hard to believe.
As heard at the VA Lounge Service Desk the other day: "Virgin has saved me weeks of my life by allowing me to fly forward".

I suspect the OP may have confused the terms "ambassador" and "advocate". There is a subtle difference.

 

[Chief Wiggum]

Rules are Rules. It's not reasonable to expect rules to be bent and broken just because you are a loyal customer. Otherwise, why have a system? But it costs nothing to ask and be polite, courteous and genuine. Which it sounds like the OP did.

When it got to the point of being issued a boarding pass and having luggage checked... it then becomes an INTERNAL issue within QF if someone in management or supervisor position was not happy with the outcome of the discretionary processes afforded to its check-in staff.

Essentially this boils down to one QF manager/supervisor disagreeing with the actions of a fellow QF staff member. If a mistake was made... then you eat that QF, and you address internally and you move on.

You DO NOT punish and embarrass a paying customer, especially a top-tier customer, because of internal disagreement of how a situation should have been handled.

If this were me and the facts are as per the OP then I would expect a personal apology for the events of that day, an explanation of what failed internally and how the business rules and processes have been reviewed and staff training improved, to prevent this happening in the future. If I got this then I would be happy the matter was ended and move on flying QF happily.

 

[Jeffrey O'Neill]

I'd just note that the benefit of moving to an earlier flight with Velocity Gold / Platinum is only when booking the more expensive tickets. The Virgin equivalent of a red e deal, getaway, wouldn't be entitled to that benefit.

• Request to Fly Ahead to your destination on an earlier flight. Fly Ahead requests can be made for you and up to 3 guests on the same booking either at the airport (Platinum and Gold members) or via the Guest Contact Centre (Platinum members only)..
• Available when flying on any domestic Virgin Australia fare except a Getaway fare.

That said, it would be good if companies could give their staff some leeway to deal compassionately when their customers have unexpected issues crop up, especially when it's one of the customers that sit in the 20% driving 80% of your revenue.

 

[couchlife]

I totally feel for you astrokid, as I would also expect this type of service from "my" airline, especially as a top tier flyer asking for compassionate reasons.

I am not surprised that almost everyone is saying you should get over it and "move on". It is because Qantas are rubbish and have clearly lowered everyone's expectations.

I stopped* flying with them long ago and I too think you should "move on" - to other carriers.

------
*I'm still QF Silver because Jetstar and Emirates. I am otherwise Oneworld Sapphire and Star Gold.

 

[Dr Ralph]

Some tips for you:

1) Writing a letter of complaint immediately is never a good idea.

2) Avoid the exaggerated hyperbole. It's very easy for the reader to dismiss your whole letter on this basis.

3) Get someone to proof read your letter or at least run a grammar/spelling checker over it before sending it (see point 1).

4) Your letter is far too long.

5) Don't send by email, rather send by post.

6) In relation to what happened to you, I'm inclined to think you pushed your luck too far. The rules are clear and not to be played with.

 

[Gordon Lee]

I felt sorry to hear how you cheated as a platinum member.

I would turn away from QF and fly their competitors which could be a lot better in service and hospitality. They might still not care.

 

[Flyp]

Thanks for the tips. Fortunately bad experiences and me wanting to write a letter of this nature has never happened before with anyone. Nor am I a professional complaints writer. Or a writer for that matter.

Unfortunately I wrote this immediately after the situation unfolded so perhaps I did not write it in the best manner.

What is done is done. Thanks again.

What is up with some of the respondents to your post and their observations about your letter writing skills? Whatever the level or your linguistic coherence, the point is you received shoddy, unacceptable customer service.I suggest you take your business elsewhere.

 

[oz_mark]

In customer service there is a very polite empathetic way to say no. The majority of Qantas staff have no idea how to utilise this skill.

Once the BP for an earlier flight was issued I would not have given it back and asked to see the customer service manager...and certainly made sure PAX around me were made of aware of what was happening. They would have backed down real quick.

While I agree, customers also need to learn to accept No as an answer sometimes.
This was just an in-person equivalent of HUACA.

(But yes, once the new BP was issued, that should have been the end of it)

 

[vandy]

Agree, I'd strip away the rest of the complaint and focus on the agent revoking your boarding pass and offloading luggage - that seems excessive, humiliating and an unprofessional action by an agent. I would have immediately asked to speak to a Customer Service Manager to make a complaint at the airport.

I always ask if it's possible to get an earlier flight if I've arrived early. If they say no I just stay in the lounge longer drinking more expensive booze. But luckily I'm rarely in a situation similar to yours where getting an earlier flight is that important to me.

Over the years I've had "fly forward" requests granted by both QF and VA on the cheapest economy tickets. So although it's against policy for both airlines, it seems some agents have the ability to do it anyway. Those are the real customer service moments that leave you feeling good about the airline and make you want to recommend it to friends and family. Weirdly I find VA has probably been slightly more accommodating to me despite having higher status with QF.

 

[Badgilbert]

If you are wanting to Talk The Talk then you have to Walk The Walk...

Don’t claim to be a Full Service Airline...

Don’t claim that Loyalty is important when a Platinum One 20,000 Status in The Kitty...

Loyalty is a Two Way Street...


How dare one Company Office Disrespect and overturn another Officers decision on Compassion...

Compassion overrules ALL ‘rules’...

 

[Badgilbert]

P

Whilst it's disappointing, the rules are the rules.

The reason QF stopped allowing fly forward for any reason was some passengers would book cheaper flights all the time knowing that they could get moved forward most of the time and this cost QF a lot of money.

You were told no, knew some comments were added to your booking and yet still tried to get a free move to an earlier flight.

I expect for every genuine request like yours there'd be a number where people are trying to get moved to an early flight just to save money compared with booking the early flight in the firs

please

eade never ever again say “Rules is Rules”