A letter to Alan Joyce

[mannej]

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.

Experience is the point. Experience in how best to structure a letter of complaint to get maximum effect.

 

[GoldCanyon340]

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

Being a full service airline has little to nothing to do with flow forwarding.

 

[gazzab]

We all regret at some stage in our lives to a heat of the moment response. If you did send the email/letter let us know the outcome. Like others mentioned you will probably get a generic response. The best way to get a response as mentioned is post the incident on social media! Some of the comments here a bit harsh on the OP literary skills, we are all different.

 

[kevviek]

The email might have been long but so what, you had a valid point to make. I'd be interested if the was ever a response.
I was Platinum, had a business class upgrade approved, boarding pass in hand, only to have it replaced with an economy one when boarding, no explanation other than "operational reasons" and not even an apology. They cancel flights when they are not full and bundle people into other flights to improve the margins and expect people to not blink an eye. Airlines are like banks, they care more about shareholders than customers.

 

[JohnK]

Being a full service airline has little to nothing to do with flow forwarding.

True but flow forwarding is not usually something that a LCC will do.

A few years back I had a return flight ATH-SKG-ATH on A3. From memory both my flights were either delayed/cancelled and I was at the ariport ~3 hours before each flight. Each time there were other flights that were still open but they refused to allow me to go earlier as my ticket did not allow such changes. What they mean by not allowing is beyond me. They have delayed/cancelled my flights and they should try to get me out ASAP instead of making me wait around for later flights.

Flow forwarding in above situation makes perfect sense but they choose not to implement.

 

[RoMambai]

I'm surprised by recent comments criticising the frankness of AFF feedback, including probably mine. But the OP specifically sought feedback and we tried to do just that in a bid to be constructive. The apparent consensus is the letter was poorly written, too lengthy and overly emotive and therefore unlikely to achieve its objective. Now if that comes across as abrupt or punctilious than I apologise but I'm not sure sugar coating our views would have been what the OP wished.

 

[serfty]

..
A few years back I had a return flight ATH-SKG-ATH on A3. From memory both my flights were either delayed/cancelled and I was at the ariport ~3 hours before each flight. Each time there were other flights that were still open but they refused to allow me to go earlier as my ticket did not allow such changes. What they mean by not allowing is beyond me. They have delayed/cancelled my flights and they should try to get me out ASAP instead of making me wait around for later flights. ...

It wouldn't happen these days; they be up for at least €200 compensation per passenger with a cancellation or a delay of 3 hours or more.

 

[nutwood]

It's an interesting situation. I can't helping thinking that it would be good to hear the Qantas side of it.
The retraction of an issued boarding pass is appalling, but it is so appalling that it makes me wonder if there's more to this than meets the eye. In my experience, Qantas staff go out of their way to help. In the only time I've been a comparable situation, the service desk people apologized for not being able to help and recommended I try in the lounge. They certainly didn't write notes on the file to ensure I was unsuccessful. They wished me well, sent me on my way and promptly forgot me as they dealt with the next problem.

 

[Deleted member]

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.

Being able to clearly and concisely articulate your grievances is the first step toward getting a meaningful outcome.
Whether you like it or not, you will be judged on how you present yourself in life. That goes for personal appearance, demeanor etc. Andin this case, the ability to write a letter.
This is something which used to be taught in primary school, which I now suspect has fallen by the wayside, if the evidence from social media pages is anything to go by.

 

[Deleted member]

When did “fly forward” become “flow forward”.
(Genuine question)

 

[Hvr]

When did “fly forward” become “flow forward”.
(Genuine question)

Not sure when, but I have heard QF staff offer it to people when it suits them. It may have been used when we visited the IOC during the FT AGM last month.

 

[Mattg]

When did “fly forward” become “flow forward”.
(Genuine question)

Not sure when, but I have heard QF staff offer it to people when it suits them. It may have been used when we visited the IOC during the FT AGM last month.

They are not the same thing (although I suspect they are being used interchangeably in this thread).

Fly forward/ahead is a published benefit of Velocity Frequent Flyer for Gold and Platinum members booked on Elevate & Freedom fares. The passenger can elect to take an earlier flight in this case.

Flow forward is when an airline anticipates flights later in the day will be full and/or delayed and wishes to move passengers to empty seats on earlier flights where possible to minimise potential disruptions later in the day. This is at the airline's discretion, not the passenger's.

 

[Deleted member]

They are not the same thing (although I suspect they are being used interchangeably in this thread).

Fly Forward is a published benefit of Velocity Frequent Flyer for Gold and Platinum members booked on Elevate & Freedom fares. The passenger can elect to take an earlier flight in this case.

Flow forward is when an airline anticipates flights later in the day will be full and/or delayed and wishes to move passengers to empty seats on earlier flights where possible to minimise potential disruptions later in the day. This is at the airline's discretion, not the passenger's.

Good to know. Although I have only ever been offered “fly forward” by QF, hence my confusion.

 

[Denali]

Fly Forward is a published benefit of Velocity Frequent Flyer for Gold and Platinum members booked on Elevate & Freedom fares. ...

My husband (WP) has been able to fly ahead on a Gateway fare but that was a Sunday early afternoon and maybe because of his personality, people tend to be nicer to him as hes so easy going, he would have happily sat in the lounge for 4hrs if the answer was no.

 

[Hvr]

My husband (WP) has been able to fly ahead on a Gateway fare but that was a Sunday early afternoon and maybe because of his personality, people tend to be nicer to him as hes so easy going, he would have happily sat in the lounge for 4hrs if the answer was no.

Is it possible the lounge manager paid the change fee deciding that it would save money compared to having him consume food and beverages for four hours?

 

[Denali]

Is it possible the lounge manager paid the change fee deciding that it would save money compared to having him consume food and beverages for four hours?

Thought that but he doesnt drink booze and how many cheese toasties can a man eat without his wife making them for him? For mine, the answer is none. But he will give the salad bar and bain-marie a good go and steal all the wifi.

 

[Pleb Status]

Fly Forward is a published benefit of Velocity Frequent Flyer for Gold and Platinum members booked on Elevate & Freedom fares. The passenger can elect to take an earlier flight in this case.

To be completely accurate, on VA, the defined benefit is called Fly Ahead...

 

[Mattg]

To be completely accurate, on VA, the defined benefit is called Fly Ahead...

You're quite right.

 

[JohnK]

It wouldn't happen these days; they be up for at least €200 compensation per passenger with a cancellation or a delay of 3 hours or more.

Delay wasn't as long as 3 hours but surprises me an airline won't let people go earlier when they cancel a flight. The decision makes no sense especially if other flights later in day are delayed/cancelled.

 

[GoldCanyon340]

When did “fly forward” become “flow forward”.
(Genuine question)

Was always known as that when I was at the Roo (flow forward).