Article: Why I Send Airlines Compliments for Great Service

[AFF Editor]

Why I Send Airlines Compliments for Great Service is an article written by the AFF editorial team:

Why I Send Airlines Compliments for Great Service

Most passengers don't take the time to compliment great service, so airlines love it when customers do. They often pass on the feedback to the employee and their manager.

www.australianfrequentflyer.com.au

You can leave a comment or discuss this topic below.

 

[McDonaG4]

A timely piece, especially with the holiday season coming up and staff going above and beyond to make our flights a success.

I recently had a positive experience with Qantas for an unaccompanied minor flight and made sure to let them know. Qantas did take the effort to reply nicely, and no automated message either !

 

[nancypants]

Please use your influence to open up a better pathway for JQ!!

 

[DejaBrew]

Great article and 100% agree. I don't often use the feedback form, but when I have a great experience, I do like to send a compliment through. If nothing else, I'm hopeful that the feedback reaches the employee(s) in question and puts a smile on their face. I also think it's incredibly important for the airline to understand what sort of things create positive (or negative) experiences and impressions for their customers. After all, each employee is a "brand ambassador" and can help to make (or break) a customer's perception of the brand.

 

[drron]

And some airlines go a step further. AA pre covid added your compliments to your profile and that was a positive for the customer. I was told I was given an upgrade over a fellow with higher status due to my giving of compliments.
Also I once had a chat with a purser on AA at FRA during a lengthy wait for an airbridge and he confirmed the Eagle status which I had known due to many posts by jon NYC on FT. 5 eagles was the highest and basically obtained by the nicest of their EXPs. He confirmed I had 4 eagle status which he thought was impressive for someone from Australia.

I didn't give compliments for this reason as it was some years down the track before I knew about the program. I just did it because it was obvious that people get more negative reviews than positive and i do my little bit to help businesses that often do the right thing.

 

[RooFlyer]

I must admit that it has to be quite exceptional for me to put in a compliment (but equally, has to be really really bad for me to venture a complaint).

Such as the time on American Airlines in J when having just sat down I realised that I had left my iPad charging in the Belize City terminal. The captain or second officer overheard me speaking to the FA asking if she could put a radio message down and after explaining to him where it will probably was, the flight deck officer de-boarded by the stairs, went across the terminal and came back with it in his hand.

I found a few emails of American Airlines executives and broadcast my appreciation as wide and loud as I could.

 

[jamesatfish]

Timely article for me too, as I was just on the Qantas complements form this morning leaving some feedback for the crew of one of my recent flights.

Of course it wouldn't be an AFF post without complaining about Qantas IT:

1. Of the things that Qantas allow you to provide complements about, the crew are not actually an option. I can complement them on Aircraft Condition, Announcements, Facilities, Food, IFE or Seating, but there's no option for Crew.

2. The system helpfully shows you your recent flights so you can easily pre-fill those details. It doesn't split QF1/QF2 into the separate sectors, and once you provide feedback on one flight in a booking it disappears so you can't easily provide separate feedback on a different flight in the same booking.

In either case, fingers crossed that the feedback actually gets back to the crew.

 

[p--and--t]

Nice article. Yes would be good if JQ let you sent compliments. I've had at least 3 flights in the last12 months where I would have liked to do that.

 

[Greg555]

From my experience Qantas simply ignore their feedback form. The form itself is a confusing mess...regardless, they won't action any complaints.

 

[AbsolutelyAnything]

I used to regularly send a tweet to Qantas with positive feedback and mention specific crew and did once check on a following flight that the crew member (Antonio) did get my feedback and he said he did and was hugely thankful.

However, recently I noticed I no longer get the acknowledgement from Qantas in response to the tweet that I used to, so actually have no idea if that method still works or not.

 

[Greg555]

Please use your influence to open up a better pathway for JQ!!

I'll second that! The Jetstar complaint process is ridiculous and insulting. You are vetted by an overseas consultant who absolutely refuses to supply any other contact points for Jetstar Exec's etc to escalate larger more general issues experienced. Writing to the CEO is of course ignored. This is a disgusting attitude and policy towards customers. I'm have no doubt that the Qantas Group CEO is aware of and approves this...