A VERY positive experience with QANTAS

[FlyboyAl]

The following is the text of a letter I have just posted to Alan Joyce.
The help I got from the QP staff made a very challenging trip somewhat more enjoyable. To put it in perspective, I flew from ADL to HBA on a Friday, HBA-ADL on Sat, ADL to HBA on Mon, then HBA back to ADL on Tuesday.

Mr Alan Joyce
CEO
Qantas Airways
Qantas Centre
203 Coward Street
Mascot NSW 2020

Good morning Alan.

I am writing to you to say a big “THANK YOU” to your staff and your airline.

2 weeks ago, I flew from Adelaide to Hobart to bring my 85 year old, dementia affected mum over to Adelaide to look at a venue for her to move over to.

I then flew back with her, and returned to Adelaide.

Her mobility is not good, and the help I got at the QANTAS clubs with people movers and wheelchairs was simply superb, and I cannot thank them enough for what they did. Nothing was too much trouble, and they even managed a wheelchair from Jetstar (although I did have to push it myself and tow our 2 carry on bags with me!)

I am writing to you to ensure that you are aware of just how good they all were, and to ask you to pass this letter to the Qantas Club staff in Adelaide, Melbourne and Hobart.

As a side note, my late father was a foundation member of TAA, and when he retired, he was the Tasmanian manager for TAA. and I would suggest that if was still around, he would also have been very proud of the service we received.

Thank you once again, and you can rest assured that I remain a VERY loyal Qantas Frequent Flyer.

Yours faithfully
FlyboyAl

I know every airline has its problem days, and not all experiences are positive, but I also believe that good (over the top) service should be recognised

 

[JetLagged]

Al, we live in a society where it seems it is so easy to criticise, but too many people don't take the opportunity of making well-founded compliments. Qantas has its fair share of faults, but we too have received benefit from their dedication to good service.

Like you, have travelled with an 80 yo mother - who also had significant mobility issues. From the time we arrived at the curbside to the time we were on the plane (this was both SYD-HKK and also SYD-LAX, also SYD-ADL) the support we received fromn ground crew, Qantas Club staff etc etc etc was marvellous.

So glad to hear that this level of support has not been drained of late!

 

[ozavanti]

Where is the like button when you finally want one... :mrgreen:

 

[samh004]

Where is the like button when you finally want one... :mrgreen:

The equivalent is to "share" this thread on Facebook.

 

[tuapekastar]

Good to hear of your experience FlyboyAl, and kudos for giving praise where it's due. Refreshing to see.

 

[QF WP]

Great to see bouquets given, as has been previously mentioned, brickbats are by far more common.

Thankfully both my parents are still alive and have no mobility issues yet, but I know the day will come. It would be nice to think that I could expect (and get) that same level of service.

Thanks for sharing, FlyboyAl

 

[drewbles]

As mentioned, there's not enough praise and kudos offered in this world anymore.

I had a similar outstanding staff member help me last year at a QP. An email to customer service thanking them was responded to personally (not a cut and paste response) thanking me and informing me of the fact their manager would be contacted, and they were aware the particular staff member had already won an excel award).

I highly suggest you recommend the staff member, should you recall their name, for a QF excel award. It's a big deal for their staff, and the QF lurkers on here will freely admit to it being so. You can nominate staff at Frequent Flyer - About the Program - People's Choice Award

 

[harvyk]

Yes I sent in a similar letter to QF after they helped us get 3 kids under 3 from CBR-BNE vv a couple of months back.

That is one of the nice things about QF, they have no qualms in helping their customers if needs be.

 

[Flying Fox]

I am proud to say that whenever I have had a great QF experience, I always provide online feedback. As others have said, its very common for QF to get struck with bad comments but too rare is it that they get praise.

After travelling the places I have and with the airlines that I have (not as much as many of you have), I'm very happy overall with QF and when they do something great, they should be acknowledged.

 

[dfcatch]

I sent a nice feedback form to QF a cpl of weeks ago regarding a great CSM in the J cabin when I was op-upped last month.

Just received a voicemail from QF thanking me for my feedback and noting that they were sending me a note thanking me too