Bad service in Mel

[boomy]

This morning I went to the service desk in MEL DOM to check in my bag for int' connection all the way to TLV via BKK.
The girl at the counter told me she could only check in the bag until BKK because RJ don't allow check in all the way.
I told her it can't be true because RJ are part of OW. She tried again and replied, computer says : NO.
At that point I started loosing my patience and asked her to call her supervisor. She made a phone call and when she tried to explain the problem, she couldn't even spell Royal Jordanian correctly!!!
At that point I was wondering if this girl really works for QF or maybe she bought the uniform online and came to the airport at 6am because she has no life... After talking to her supervisor she said that there is a computer problem. At least she learned a new airline name today. She suggested that I will collect my bag in BKK and check in there again. I told her that I have 8 hours to spend there and I won't be able to check in so early and there is NO CHANCE that I will wait outside BKK, so I won't move from the counter until she will solve the problem. She gave up on me and left to look for someone more senior to help me. She came back after 10 minutes and said that she had to call SYD to fix the problem.
I told her that I will also make a few calls myself to report her appalling service.

Just wondering if anyone else experienced such an unprofessional service from QF at check in. For it was the first time and I really hope also the last.

 

[ftm]

I have had the same problem with RJ (although it was BA out if Sydney, connecting to RJ). But transfer desk in BKK was able to collect the bag, retag etc and so I could stay in transit.

 

[markis10]

Enjoy your flight:

My Royal Jordanian flight from hell… - One Mile at a Time

 

[boomy]

Enjoy your flight:

My Royal Jordanian flight from hell… - One Mile at a Time

My hell already started in MEL. I hope a few glasses of champagne in the Flounge will help to raise my mood

 

[lovestotravel]

She came back after 10 minutes and said that she had to call SYD to fix the problem.

I told her that I will also make a few calls myself to report her appalling service.

So she's still trying to help you and you threaten to "report her appalling service" :shock:

Geez sounds like you would be lovely to deal with early in the morning

So what was the ACTUAL outcome ?

 

[mannej]

I am guessing 2 separate tickets?

The reason I am asking is that I can swear when the interline process changes came in around 2010, separate tickets could only have bags checked so far if it had more than 1 flight.
I may be wrong so I am trying to dig it up.

 

[markis10]

This morning I went to the service desk in MEL DOM to check in my bag for int' connection all the way to TLV via BKK.
The girl at the counter told me she could only check in the bag until BKK because RJ don't allow check in all the way.
I told her it can't be true because RJ are part of OW. She tried again and replied, computer says : NO.
At that point I started loosing my patience and asked her to call her supervisor. She made a phone call and when she tried to explain the problem, she couldn't even spell Royal Jordanian correctly!!!
At that point I was wondering if this girl really works for QF or maybe she bought the uniform online and came to the airport at 6am because she has no life... After talking to her supervisor she said that there is a computer problem. At least she learned a new airline name today. She suggested that I will collect my bag in BKK and check in there again. I told her that I have 8 hours to spend there and I won't be able to check in so early and there is NO CHANCE that I will wait outside BKK, so I won't move from the counter until she will solve the problem. She gave up on me and left to look for someone more senior to help me. She came back after 10 minutes and said that she had to call SYD to fix the problem.
I told her that I will also make a few calls myself to report her appalling service.

Just wondering if anyone else experienced such an unprofessional service from QF at check in. For it was the first time and I really hope also the last.

You may wish to remove some of the superfluous personal attack musings, we have quite a few members, some of which I know for a fact work in Melbourne check in. FWIW I dont thing its a case of poor service, more like assumptions not being supported by computer systems!

 

[boomy]

So she's still trying to help you and you threaten to "report her appalling service" :shock:

Geez sounds like you would be lovely to deal with early in the morning

So what was the ACTUAL outcome ?

The problem was with her attitude. She was dealing with my request like its something unreasonable and what the hell is my problem to just collect my bag in BKK and leave her alone?!
Also, the lack of knowledge of all the OW airline partners is shocking to me. There are not that many so remembering all of them is a must for any QF service attendant.

The outcome is still remain to be seen. If and when I will receive my bag in TLV I would be able to say it was successful.

 

[SeatBackForward]

8 Hrs transit? loose patience. Computer does indeed say no.

But seriously, where is the appalling service? If the system can't do it, and they tried to resolve it but couldn't, I'm not sure where the appalling service is.

And whats with the fear of BKK? 8hrs transit is probably even enough to go get a hotel room, or go visit some part of the city for some of that time.

 

[RooFlyer]

Enjoy your flight:

My Royal Jordanian flight from hell… - One Mile at a Time

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

 

[Happy Dude]

if this girl really works for QF or maybe she bought the uniform online and came to the airport at 6am because she has no life...

If she actually did this, I'd argue that she's quite lively indeed. Or a member of Chaser.

Feel free to tell us what you do for kicks and how this snafu panned out please.

 

[lovestotravel]

The problem was with her attitude. She was dealing with my request like its something unreasonable and what the hell is my problem to just collect my bag in BKK and leave her alone?!
Also, the lack of knowledge of all the OW airline partners is shocking to me. There are not that many so remembering all of them is a must for any QF service attendant.

The outcome is still remain to be seen. If and when I will receive my bag in TLV I would be able to say it was successful.

I would say the attitude problem is more on your side than hers, as it seems that even after you threatening to report her, she managed to tag you bags for the entire journey.

To be honest I hope she tagged your bag to a totally different destination

 

[ecg]

Well apparently you can't spell either. Double standards much?

 

[cmon0005]

Not sticking up for the OP or the checkin agent here... but it is entirely possible that the agent could have had attitude regarding this even if there was a actual system problem, sometimes good customer service is about being able to get people to accept situations like this and make them feel like you've done all that you can (even if it involves manual workaround).
So without actually being there I don't think any of us can make assumptions on what happened that day, could have been the OP or checkin agent.

I have had attitude before at checkin, like checking in at Syd domestic one afternoon, flying in J as a QF SG at the time, didn't want to use self checkin that afternoon as wanted proper boarding pass and wanted to drop off bag, despite the queue being empty and that I was entitled to use it (J and SG) got a huff and puff from the checkin lady as well as a "you know you can use self checkin..." not even a "Good afternoon Sir"..

 

[boomy]

You may wish to remove some of the superfluous personal attack musings, we have quite a few members, some of which I know for a fact work in Melbourne check in. FWIW I dont thing its a case of poor service, more like assumptions not being supported by computer systems!

No personal attack, just pointing out poor service. I flew this exact route before and never had any issues with check in in MEL. When there is a computer problem, the staff member should try and solve it and not making "nothing I can do" excuses. Only after I said I'm not going anywhere until the bag issue is solved, I noticed a change in attitude. Why did we have to reach to that point?

I consider myself a very loyal QFF member, with over 150 DOM flights every year and I did say it was the first bad service I received. that's says a lot about the quality of service in MEL. I have the privilege to personally know quite a few QF members in MEL and they all do an amazing job. I decided to write about my bad experience this morning because I care about maintaining the high quality of service.

 

[boomy]

I would say the attitude problem is more on your side than hers, as it seems that even after you threatening to report her, she managed to tag you bags for the entire journey.

To be honest I hope she tagged your bag to a totally different destination

I think you take it a bit too personally for some reason...
Just wanted to report a bad experience.
I do apologize if it made you upset.

 

[MEL_Traveller]

sorry... I have to chime in here. EXACT same thing happened to me a month ago at the MEL check-in just before 6am.

agent flatly refused to through check bags from MEL to connect with RJ.

had to convince her that RJ was in fact oneworld. then had to convince her that QF will allow the through check of bags, even on separate tickets, as they are both one world.

nope. gotta collect bags at syd and do it there (no thank you as then I have to collect bags, catch train, and re-check)

i asked her to call someone and she finally finally looked at the little booklet pad on her lapel and said 'oh... RJ is on here' and something about it being a 'new policy'. she also had to get assistance to print the baggage tag.

so this is not a new issue.

it is a recurring issue.

and it is stressful for passengers.

I don't want to have to collect bags during a 90 transit in sydney and recheck. I don't want to collect bags in bkk and recheck. if I hadn't stuck my ground I would have been doing either one of those at huge inconvenience. simply because check in is not fully informed.

 

[boomy]

sorry... I have to chime in here. EXACT same thing happened to me a month ago at the MEL check-in just before 6am.

agent flatly refused to through check bags from MEL to connect with RJ.

had to convince her that RJ was in fact oneworld. then had to convince her that QF will allow the through check of bags, even on separate tickets, as they are both one world.

nope. gotta collect bags at syd and do it there (no thank you as then I have to collect bags, catch train, and re-check)

i asked her to call someone and she finally finally looked at the little booklet pad on her lapel and said 'oh... RJ is on here' and something about it being a 'new policy'. she also had to get assistance to print the baggage tag.

so this is not a new issue.

it is a recurring issue.

and it is stressful for passengers.

I don't want to have to collect bags during a 90 transit in sydney and recheck. I don't want to collect bags in bkk and recheck. if I hadn't stuck my ground I would have been doing either one of those at huge inconvenience. simply because check in is not fully informed.

Thank you for sharing. After getting some hostile replies here I started to think I stepped over the line for demanding to send my bag all the way on OW airlines.
I think that not many people travel on QF and connect to RJ ex MEL and that's why the check in problem stays unsolved for so long. The solution should be:
A. Teach all ground staff that RJ is part of OW.
B. Talking to SYD and fixing this computer problem once and for all.

 

[mannej]

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

 

[jetlagger]

Thank you for sharing. After getting some hostile replies here I started to think I stepped over the line for demanding to send my bag all the way on OW airlines.
I think that not many people travel on QF and connect to RJ ex MEL and that's why the check in problem stays unsolved for so long. The solution should be:
A. Teach all ground staff that RJ is part of OW.
B. Talking to SYD and fixing this computer problem once and for all.

Just out of interest.. Did your bag arrive safely in TLV?