Are you one of the 12,700 who rates the staff?

[Hvr]

In the SMH there is an article titled:
[h=1]Qantas to reward helpful attendants [/h]

The airline is trialling a system that allows 12,700 frequent travellers to rate the service they receive from flight attendants and other staff from zero to 10.

So I wonder who they are and how they were chosen?

​

 

[Robert K]

Not sure why the rating was out of 10. i rarely interact with the same FA more than twice on a flight, so it would be either good, bad, or meh.

or do you give them a point for things they do? like 1pt for smiling, 1pt for saying sir, 1pt for remembering my name, 1pt for leaning down when speaking, +1 for crouching down, 1pt for saying you're welcome, 1 pt for making eye contact, 1pt for a wink, 1pt for turning the request light off themselves, 1pt for going the extra high mile.

 

[AirKat]

Surely this is just a reference to the feedback surveys where they ask about airport staff, lounge experience and then cabin staff? A couple of questions with ranking out of 10 and then a free text box, plus option to say if you'd like a call back? If that is it then yes, i am one of them, I get this email about every second flight. I am sure lots of AFFs get them.

 

[Verde]

I've never done this with Qantas, but by freak occurrence (apparently) I was sent a Virgin survey after a SYD-ABX flight a few weeks ago which had the most casual attendant I'd come across up front. He even let someone remain in premium/business despite having a ticket several rows back (I could hear him explain she shouldn't be there, but could only see her smiling at the FA, but missed whatever she said quietly to get him to leave her there). It is good to enjoy your work, but I feel a lot better if I'm not half suspicious the FA is under the influence of some kind of chemical or doesn't take their job seriously.

It would be nice if Qantas did start implementing some good quality control (though I guess I lean more towards undeclared inspectors rather than surveys). I'm just glad that after I bought some shares when it was first privatised that I sold them when it had about doubled. I briefly considered buying some recently since they are pretty low right now, but I can't see any plan except to ride the Qantas brand into the ground while trying to extract as much as they can until it is worthless (while pushing Jetstar as the future but which currently seems not to be doing as well as you'd hope).

I actually suspect they're betting that flying will become as common as catching a bus and hence Jetstar makes sense, as much as those of us who enjoy flying would prefer a premium experience. However, unless there is a real achievement in fuel/energy/flight technology, I actually suspect flying is going to move on from the current "golden age" of affordable flights (I think a recent AFF post talked about the SYD-LAX costing the same today as 30 years ago) to become much more expensive and exclusive as peak oil and carbon taxes start having an increasingly significant impact.

It would make for an interesting discussion - predictions about flight costs/accessibility in ten to twenty to fifty years time.


So I wonder who they are and how they were chosen?

In the SMH there is an article titled:
Qantas to reward helpful attendants

 

[samh004]

Surely the best way would be to give the option to the 12k people who fly the most on Qantas, they interact with the greatest number of staff. Perhaps split it by status level too, so 2k CL’s, 2k P1’s, 2k WP’s, 2k SG’s, 2k PS’s and 2k NB’s. Give or take, then you’d have a good cross section from the most frequent flyers of each area (though maybe less NB’s ).

 

[juddles]

...
. unless there is a real achievement in fuel/energy/flight technology, I actually suspect flying is going to move on from the current "golden age" of affordable flights (I think a recent AFF post talked about the SYD-LAX costing the same today as 30 years ago) ...
..

​

Verde, that is off topic but I think I concur. I used to do Sth America - Australia in the 80´s and it was at least the same in dollars but obviously far more expensive.

As for this thread, I am not a believer in surveys. Despite fairly frequent travel I cannot remember being canvassed by QF for my opinion. I suspect that the very fact that someone would have the time or care-factor to respond to a survey already skews the input. As far as staff go, most of the very best staff I have ever encountered on international air travel have been on Qantas. But there are also some very average ones. Each time I come to Australia I get the platinum courtesy chat & thanks from the CSM (?) and these are always very good people, great skills, and intersting to chat to. But have also grimaced many a time at the members of the J cabin crew being competent but just lacking that wow factor. As far as I am concerned, asking for a drink/snack/whatever in J should not mke you feel like a burden. How do I get through these thoughts in a ¨1-10¨ survey? Surely it would be far more accurate and enlightening for them to just hire a few covert assessors?​

 

[VHOEJ]

As a QF employee, I think it is a great idea. I don't think the best flight attendants are acknowledged - the bad ones are the ones who give a bad reputation to the rest of them. But why not allow all frequent flyer to comment, 12,000 is only a very small number.

But yes, I would like to see how the survey is conducted because if it doesn't allow a true reflection of the service provided, then it is worthless.

 

[Simo]

I never got the survey.

Most of the staff are great but sometimes the CSM can bring a bit of bad attitude within the staff as I have seen sometimes.

 

[Timtammi]

Surely this is just a reference to the feedback surveys where they ask about airport staff, lounge experience and then cabin staff? A couple of questions with ranking out of 10 and then a free text box, plus option to say if you'd like a call back? If that is it then yes, i am one of them, I get this email about every second flight. I am sure lots of AFFs get them.

Yep, I'm one of them too. They call it the "Qantas Feedback Panel" and I get an email for approx every second flight I take with qantas with a link to fill out the survey as per the above.

 

[TheInsider]

This is mainly for the staff, it is displayed in their staff rooms for all staff to see and on a rotational loop system.

 

[AirKat]

I believe this is the one. They always respond if you give specific feedback or if there was an issue.

 

[Red Roo]

The feedback we receive from this and other surveys is really important for us to make sure customers’ expectations are being met. The results are tracked over time and looked at in detail for trends which need addressing and also for areas where we are doing well.