Be first to see the new Qantas Frequent Flyer 'Curiosity' campaign [on June 13th]

[JessicaTam]

Yep, they are part of the QF loyalty team.

 

[Pushka]

Re: Official Trip Report (part 2)

is there more than one red roo?

I hear they breed like rabbits.

 

[MEL_Traveller]

Yep, they are part of the QF loyalty team.

but there is just a single one that handles issues on AFF? otherwise how do we get continuity of issue resolution?

 

[Catweazle]

There's always more than one about to leap in front of your oncoming car out in the bush, so we can assume it's the same in the QF office too

 

[MEL_Traveller]

There's always more than one about to leap in front of your oncoming car out in the bush, so we can assume it's the same in the QF office too

if you are referring to the number of red Roos, then that is kind of missing the point. we have a number of ongoing issues which need resolution, and this is far more difficult to achieve if there is not a single point of contact who is following these through at senior level.

we had one red roo endorse the concept that some passengers are foolish for not understanding the frequent flyer program. I thought maybe that was a one off error. was it a different red roo? how can we (ok maybe its just me) expect concerns to be taken seriously if we have no consistency?

 

[Anna]

we have a number of ongoing issues which need resolution, and this is far more difficult to achieve if there is not a single point of contact who is following these through at senior level.....

how can we (ok maybe its just me) expect concerns to be taken seriously if we have no consistency?

I don't think Red Roo's main role here is to deal with AFFers' concerns. Obviously it's nice if they can, but I think it's primarily the job of QF Customer Care to address pax concerns.

I would expect that QF considers Red Roo's primary role on AFF is monitoring all the views and feedback on QF and its competitors, not dealing with AFFers' concerns.

 

[markis10]

we had one red roo endorse the concept that some passengers are foolish for not understanding the frequent flyer program. I thought maybe that was a one off error. was it a different red roo? how can we (ok maybe its just me) expect concerns to be taken seriously if we have no consistency?

Why would consistency be an issue, its a job where people get sick/pregnant or take leave or even resign, over time there will be a variety of people filling that role?

 

[MEL_Traveller]

I don't think Red Roo's main role here is to deal with AFFers' concerns. Obviously it's nice if they can, but I think it's primarily the job of QF Customer Care to address pax concerns.

I would expect that QF considers Red Roo's primary role on AFF is monitoring all the views and feedback on QF and its competitors, not dealing with AFFers' concerns.

the two of these are inextricably linked. if you are monitoring issues then part of the job is also to resolve cross cutting issues at a strategic level.

from a PR perspective, if you have views which are contrary to your brand, you need to fix them, especially where you have a source of people who are able to influence opinion and action.

mention that you might have great difficulty at check-in for flights across oneworld partners and that you might be forced to collect bags during a 90 connection at sydney, and you stand to lose business. mention that your might have an issue to get luggage allowances honoured and you might lose business.

so AFFer concerns - at a strategic level - should ideally be resolved by a company representative. the positive outcome is then disseminated by those who read this board.

Why would consistency be an issue, its a job where people get sick/pregnant or take leave or even resign, over time there will be a variety of people filling that role?

again following on from the above... sure there will be absences/changes/rearranges from the office. but ideally there should be a single point of contact and a handover when this occurs. if you have too many people working then the follow-through can get lost and nothing happens.

lets take the champagne as an example. numerous reports that it was running out. a statement that this is no longer the case and supplies have actually been increased. more reports that it is running out... but no follow up. if there are multiple people posting on behalf of the company then I can understand how this has happened.

consistency and building a relationship with your market (or market segment) is a fundamental basic of managing external parties and for PR. for long term brand building you can't have one without the other. consistency means reliability and avoids the guessing game of 'which representative has just told us this? senior rep? junior rep? rep that might know the actual answer? rep that might not? rep that will action the concern? rep that might not?'

it's for these reasons I would be very surprised if we didn't have a single red roo posting on here

 

[markis10]

it's for these reasons I would be very surprised if we didn't have a single red roo posting on here

I think there is a bit too much text book and not enough reality in your expectations! Just have a look at recent examples of info distributed on one medium being denied in another, eg, the Lounge Announcements. Participation on AFF is always voluntary, and primary feedback channels are where you would expect there to be a formal process and tracking etc, such as the corporate website, not a rep on a social media outlet.

 

[Pushka]

I think we should be pleased we have a Customer Relations person available directly for this forum and who posts frequently on issues we experience both good and not so. I'm not sure if it really matters how many people from Q are involved and in fact if there is more than one this means they are available more frequently than one person posting in work hours.

 

[MEL_Traveller]

I think there is a bit too much text book and not enough reality in your expectations! Just have a look at recent examples of info distributed on one medium being denied in another, eg, the Lounge Announcements. Participation on AFF is always voluntary, and primary feedback channels are where you would expect there to be a formal process and tracking etc, such as the corporate website, not a rep on a social media outlet.

and so you have hit the nail on the head with a good example. there is a very good reason why text book is text book! we are now in 2013... social media is well established and is just as important a channel to reach consumers as any other and no less weight should be given to the inputs to social media than you would to anything else.

I agree there are appropriate channels for individual complaints (customer care). but the distinction is between those and trending issues at a strategic level. (I admit however that maybe I am looking at this from more of a peer-to-peer angle.)

 

[significance]

Re: Official Trip Report (part 2)

Thanks everyone -- I enjoyed the trip and the chance to meet a few of you. Thanks for being so friendly.

 

[oz_mark]

it's for these reasons I would be very surprised if we didn't have a single red roo posting on here

I don't know how they job share, or collaborate, or otherwise make it all work, but there does seem to be at least 2 red roos. So, if we can't tell them apart from their postings, then they are doing a fine job on the back end collaboration between themselves.