Bad service in Mel

[boomy]

Sorry, but did you expect tame responses when the first hostile post in the thread was the OP?

Put yourself in my shoes for a moment. You arrive at the airport early in the morning about to start a 30 hours journey (20 hours flights + 10 hours connections) and all you want is to check in your bag the EXACT same way you did on a previous trip with the EXACT same itinerary and you get a "no can do" answer. After you insist that it's possible because you did it before, you still face the same outcome.
Your first flight (out of 4 today) is about to board, you really can't miss it and your problem is still not solved.
Then you loose you patience and demand to speak to a higher authority. You are left stranded at the counter for about 10 long minutes while your flight is really about to board now and you don't know what to do. Then, in the last minute the problem is "magically" solved and although you are proved to be right all the way, you don't get any apology from anyone for the stress you had to go through so early in the morning. Stress that could be easily avoided by listening to the passenger and taking his request seriously from the start instead of arguing that it can't be done.

How would you react in this case?
I'm happy to get another point of view.

 

[Isochronous]

When I've done complex through checks they've been with airlines they know (FJ and AA), and also at the MEL Silver line. I found them very knowledgable and helpful, but it seems some aren't adequately trained.

 

[TheInsider]

As soon as you demand something from someone every human instinct will be to switch off and not give a **** about any of your 'issues' anymore. To also then criticise people about their spelling, wow.

As for RJ being in OneWorld, well since staff don't have much to do with them in Australia, very rarely have their frequent flyers, let alone 'connecting' flights, it's sometimes a little difficult to remember these airlines are a apart of these alliances. Can you mention everyone in Star Alliance, OW and Sky Team?

Also when you asked for the flights to be added in, did you say that the flight was today or did you mention it was on the day after?

So much more I could say, but I really will bite my tongue.

 

[boomy]

As soon as you demand something from someone every human instinct will be to switch off and not give a **** about any of your 'issues' anymore. To also then criticise people about their spelling, wow.

As for RJ being in OneWorld, well since staff don't have much to do with them in Australia, very rarely have their frequent flyers, let alone 'connecting' flights, it's sometimes a little difficult to remember these airlines are a apart of these alliances. Can you mention everyone in Star Alliance, OW and Sky Team?

Also when you asked for the flights to be added in, did you say that the flight was today or did you mention it was on the day after?

So much more I could say, but I really will bite my tongue.

Regarding the OW issue, asking check in staff to know the OW partner airlines is not such a big request IMHO. But even if not, if a passenger says that an airline is a partner, why arguing with him? Check it first, maybe he is right?

Regarding the spelling issue, it was a thought going through my head, I did not say anything out loud so it didn't affect the quality of the service.

Regarding the demand issue, at first I was asking (twice), not demanding, to check in my bag all the way to the final destination.
Only after It came very close to departure time I had 3 choices:
1. Demand to speak to a higher authority to try and solve the problem quickly.
2. Agree to check in my bag only to BKK and be forced to wait outside the airport there (about 5 hours before being able to check in).
3. Keep my cool and miss the flight to SYD (my bag was not checked in yet so they would not wait for me).

Regarding the request to add flights,
All the flights were under the same itinerary with the same reference code (courtesy of a very nice P1 staff who helped me with that). I actually did it in advance to avoid any problems at check in...

 

[drron]

Thanks a bunch! :shock: Last night I started planning my first itinerary on Royal Jordanian!

I've had 4 sectors on RJ and had no problems.Even taking off from BKK in a thunderstorm.Service was fine.

 

[mannej]

I am not going to get into an argument, but if 10 minutes at check in is that close to departure time, did you leave yourself enough time considering the complexity of the day ;-)?

 

[N860CR]

I'd agree with the OP. I dare say this was an attitude issue from the customer service staff member and we've all experienced the same from QF ground staff before. They seem to lack some training and have an attitude of "the customer is always wrong" and that they're not required to do anything above the bare minimum.

I'd suggest the OP sends QF a slightly more calmly worded complaint and hopefully, over time, we'll fix these issues that QF have with ground staff.

 

[JeffVader]

Just for the record.....
I flew QF to BKK then RJ from BKK to AMM then on to IST. On the way back IST-AMM-BKK-HKG on RJ then QF HKG-SYD. I checked in bags at SYD and didn't see them again until IST. Same on the way back from IST. No Fuss. Pleasant staff, Comfortable flights. No issues. I found RJ fine wrt professionalism and service. I guess it just depends on the day!

 

[nonpop]

Thanks a bunch! :shock: Last night I started planning my first itinerary on Royal Jordanian!

I've used them several times. On a separate ticket from BKK to various destinations. I usually buy a ticket with QF to BKK return. Sometimes I do have nudge Syd QFi & QFd check in staff re checking by bags all the way due to being a OW airline. Usually it takes them a bit of fiddling to work it out especially when the last flight departs on the following day. But each time I have had success.

By the Way, each RJ experience (in J) has been excellent and I would happily suggest them to friends and family (price considering).

Mind you I have exactly the same challenge sometimes with AY, CX etc when multiple segments are included with QF on a disparate PNR.

I always go through the same process and just explain AY, RJ etc are all OW and I show my printed ticket from the other airline. In the end it always works out fine.

Then I usually have to go through the return process if the originating airport has contract staff vs dedicated airline staff.

I find I take a deep breath and just become the Zen Master.

 

[Stoopidsteve]

I always go through the same process and just explain AY, RJ etc are all OW and I show my printed ticket from the other airline. In the end it always works out fine.

Then I usually have to go through the return process if the originating airport has contract staff vs dedicated airline staff.

I find I take a deep breath and just become the Zen Master.

Breathe in. Breathe out. Everything else is a bonus

 

[serfty]

Just for the record.....
I flew QF to BKK then RJ from BKK to AMM then on to IST. On the way back IST-AMM-BKK-HKG on RJ then QF HKG-SYD. I checked in bags at SYD and didn't see them again until IST. Same on the way back from IST. No Fuss. Pleasant staff, Comfortable flights. No issues. I found RJ fine wrt professionalism and service. I guess it just depends on the day!

Single or multiple tickets/PN's.

I have a feeling the OP's agent mistook RJ for any one of several other middle Eastern airlines who are not a part of oneworld.

 

[nonpop]

Breathe in. Breathe out. Everything else is a bonus

Yes indeed, as the Mrs & I get older we tend to apply this principle more and more.
I will sometimes turn to her and say " Be cool Honey Bunny!" when things are stressful ... and we both have a laugh.

 

[JohnK]

Generally these days I have complex itineraries to/from Thailand and I try to keep the check-in procedures as simple as possible. I will usually check bags through to end of first itinerary and then utilise the transfer desk in SIN or HKG to tag bags through to final destination.

And I have come across a number of check-in staff with attitude. Not good enough and I can understand the frustration of the OP.

 

[cmon0005]

Also generally in MEL & even sydney I have seen little A4 size sign on the checkin desk with the oneworld logo and all the member airlines listed. so no excuse for them not to know, as it is generally there on the counter.

 

[Shelf]

The kidlets and I are at MEL atm to see SWMBO off on QF9. The check in agent had no knowledge why SWMBO couldn't check in online, nor did she have any knowledge of Dubai connect whatsoever.

She didn't make the best of impressions with SWMBO.

 

[MEL_Traveller]

it is easy for some people to say 'just be calm' or 'breathe deeply and be zen like'... which would all be fine if the check in agent at least left some room for negotiation... perhaps something like.. 'I'm not familiar with this, let's work on it'. then at least you know it will work out.

but when the agent point plank refuses to help. or point blank refuses to investigate.... then you immediately have to gear up for a fight to get what you want. if you were zen and calm you'd get the raw prawn and have to collect your bags multiple times for an itinerary that allows through check-in. being calm would get you nothing but trouble.

 

[Robert K]

The check in chick was probably giving you a subtle hint about flying RJ. She should be commended for trying to give you extra time to think about what you're getting yourself into. Maybe she read the post My Royal Jordanian flight from hell… - One Mile at a Time too!

 

[MEL_Traveller]

The check in chick was probably giving you a subtle hint about flying RJ. She should be commended for trying to give you extra time to think about what you're getting yourself into. Maybe she read the post My Royal Jordanian flight from hell… - One Mile at a Time too!

that was a stupid post by 'one mile at a time'... the primary complaint was that the captain didn't give any information. (no doubt because they were trying to fly the aircraft under difficult conditions.) IIRC there was also some inference that there was a member of the cabin crew in the flight deck to assist the pilots. completely ridiculous... they lost me at that.

 

[JessicaTam]

The check in chick was probably giving you a subtle hint about flying RJ. She should be commended for trying to give you extra time to think about what you're getting yourself into. Maybe she read the post My Royal Jordanian flight from hell… - One Mile at a Time too!

Check in agent is a more appropriate term.

 

[Happy Trails]

Check in agent is a more appropriate term.

True enough, but it's less alliterative.