Bouquets for the FAs

[Mr_Orange]

Red Roo: Sheridan on QF51, Saturday, 12 July.
Great attitude and service. She was working the PE cabin.

Will also send a note via Qantas website comments.

Cheers
BF

How did you manage a PE cabin on an A330? Or was there an aircraft change back to a B747?

 

[CCQF]

Red Roo: Sheridan on QF51, Saturday, 12 July.
Great attitude and service. She was working the PE cabin.

Will also send a note via Qantas website comments.

Cheers
BF

Hi Brisbane Flyer
I will also ensure our base managers receive your feedback , thank you for travelling with us and see you in the skies again soon.
Cheers

 

[CCQF]

How did you manage a PE cabin on an A330? Or was there an aircraft change back to a B747?

seasonal 747 due to school holidays

 

[Brettmcg]

QF9 MEL-DXB on 10JUL14 - in particular CSM Lisa, CSS Scott and the FAs in the First Class cabin (Ghassan, Michael and Jenna) for their friendly smiles, attentive service and most importantly fantastic sense of humour. With a medical emergency requiring a diversion to PER and roughly three extra working hours, it was an absolute pleasure to witness the way the crew worked to reassure and keep pax informed, assisting where possible with reorganising and confirming tight connections at the other end, whilst simultaneously managing the urgent medical needs of the ill passenger with care and compassion. Despite the obvious inconvenience of the diversion, the crew ensured that all passengers understood its necessity and reinforced my belief that Qantas really do care for their customers. Lisa, Scott and their team worked tirelessly and without complaint on this extra long flight - they are all a credit to Qantas and will hopefully be recognised internally for their outstanding performance on this occasion, whether that be by way of an eXcel nomination or some other kind of recognition.

 

[JessicaTam]

QF9 MEL-DXB on 10JUL14 - in particular CSM Lisa, CSS Scott and the FAs in the First Class cabin (Ghassan, Michael and Jenna) for their friendly smiles, attentive service and most importantly fantastic sense of humour. With a medical emergency requiring a diversion to PER and roughly three extra working hours, it was an absolute pleasure to witness the way the crew worked to reassure and keep pax informed, assisting where possible with reorganising and confirming tight connections at the other end, whilst simultaneously managing the urgent medical needs of the ill passenger with care and compassion. Despite the obvious inconvenience of the diversion, the crew ensured that all passengers understood its necessity and reinforced my belief that Qantas really do care for their customers. Lisa, Scott and their team worked tirelessly and without complaint on this extra long flight - they are all a credit to Qantas and will hopefully be recognised internally for their outstanding performance on this occasion, whether that be by way of an eXcel nomination or some other kind of recognition.

Despite the situation being what it was, I hope you took a moment to realise you were in PER in a QF A380.

 

[Red Roo]

QF9 MEL-DXB on 10JUL14 - in particular CSM Lisa, CSS Scott and the FAs in the First Class cabin (Ghassan, Michael and Jenna) for their friendly smiles, attentive service and most importantly fantastic sense of humour. With a medical emergency requiring a diversion to PER and roughly three extra working hours, it was an absolute pleasure to witness the way the crew worked to reassure and keep pax informed, assisting where possible with reorganising and confirming tight connections at the other end, whilst simultaneously managing the urgent medical needs of the ill passenger with care and compassion. Despite the obvious inconvenience of the diversion, the crew ensured that all passengers understood its necessity and reinforced my belief that Qantas really do care for their customers. Lisa, Scott and their team worked tirelessly and without complaint on this extra long flight - they are all a credit to Qantas and will hopefully be recognised internally for their outstanding performance on this occasion, whether that be by way of an eXcel nomination or some other kind of recognition.

Thanks for your patience and understanding during these unusual circumstances. I'll be sure to pass on your kind and encouraging words to the crew, and their managers.

 

[Brettmcg]

Despite the situation being what it was, I hope you took a moment to realise you were in PER in a QF A380.

I believe I also now belong to an elite group of individuals who have flown in QF F to and from PER

 

[JohnM]

I believe I also now belong to an elite group of individuals who have flown in F to and from PER

I did it PER-SYD-PER in what TAA called F in 1971 - in a B727 :shock::mrgreen:.

 

[Colster]

hey Red Roo - Jennifer (or was it Vanessa) the CSM on QF566 from PER-SYD on the 24th of July was the first domestic CSM forever (or even recently on QFi) who has come and chatted with me and said thanks for my loyalty etc... hats off to her!

 

[serfty]

I believe I also now belong to an elite group of individuals who have flown in QF F to and from PER

Done it a couple of times - back in the 90's using Paper upgrade certificates to do it from J. Also once used a paper certificate to upgrade to J and as a top level QFF Gold was op-upped to row 2.

 

[Hvr]

Late Friday night my mother was told her sister had died and she needed to get to PER ASAP. I said I'll arrange the flights.

No J seat redemptions available to PER on Monday 28 July so rang to get a seat released. Jo took charge of the situation and promised to call me back on Sunday, we discussed preferred times and return flight. Apparently the team that release domestic seats don't work weekends so Jo promised to escalate the matter if required and when she called me on Sunday morning it was to confirm my request and issue the ticket.

I'm sure my status helped and I'm quite prepared to receive the benefit in these circumstances.

Thanks sent to Qantas,

 

[msndelevium]

Jeffrey Ong, the CSM of QF77 (PER-SIN) on 19 July 2014 was amazing and offered great service in the Business cabin.

He engaged every single customer in conversation at different time during the flight without being too intrusive and never once forgot a passenger's name. His constant presence in the cabin could be felt throughout the flight.

Genuine level of care and service that Jeff showed not only to me but other customers as well, which also reflected through some of her cabin crew as well.

Great Work Jeff!!

 

[Brettmcg]

22AUG14 - QF417: SYD-MEL

Big pat on the back to CSM James Shortt and his trusty assistants Han and Catherine in the J cabin. Flight was delayed slightly for what appeared to be engineering issues. After take-off James came through and explained to every J pax (and I assume some in Y) that the screen IFE was not working, but that he had chosen to put the schedule ahead of having that issue fixed, whilst also pointing out that QStreaming was available. Had a great chat with him during the meal service - he engaged me in a manner that reminded me of having a relaxed chat with a good mate. We had a chuckle about the fact that I had noticed the safety PAs had been slightly modified to include the ''CROSSCHECK'' line of yesteryear! I mentioned to him that I had two colleagues back in whY, who later reported to me that James had come through the cabin and personally welcomed them (despite both being NB). During cruise he pointed out Falls Creek and Thredbo to pax on the LHS of the A/C. Little things which, for mine, constitute the excellent service I've come to expect from QF recently. Great work!

 

[QF WP]

QF951 18/9 BNE/CBR

Started out with the warmest greeting at a Gate in living memory, particularly given the hour (boarded at 6am). Jeska welcomed me aboard, commented that I'd love Business Class this morning with the CSM. Alas, she served the Y cabin on the flight.

CSM Fiona Roberts aboard was just as friendly - with only 4 pax in J, was able to chat to me after clearing breakfast until well into descent. Was really interested in AFF and had noted the change in people not flying on "those award tickets where they get status".

 

[Brettmcg]

Not for FAs as such, but didn't want to start a new thread just for this:

A little over two weeks ago I flew SYD-MEL on QF401. As usual I had selected my seat (4D) well in advance and re-confirmed during OCI. At the lounge I asked the lounge angel to print a boarding pass, which confirmed the seat allocation again.
I kept an eye on the seat map care and noticed 4E and F were blocked, which led me to assume that either no status pax had allocated themselves there or I was about to get a double Platinum shadow. This was surprising considering the flight was pretty much full with only a row of three at the very back of the aircraft available.

A quick check of EF before boarding showed that 4E/F had been taken in the meantime - I thought nothing of it. Imagine my surprise when I handed my FF card to the FA and the scanner beeped, spluttered and spat out a boarding docket with 14B on it! The FA's response boiled down to a quizzical look and a comment to the effect of “bad luck it’s full”. We all know that re-seating can happen for operational reasons, but I felt the response or lack thereof was pretty poor and took it up directly with the CSM on boarding. He acknowledged that the seat change was disappointing and the lack of communication was even more of an issue. Apologetically he told me what I already knew, namely that the flight was full and he couldn’t offer me anything better, but would come down and see me after take off. Being an exit row seat it certainly crossed my mind to politely decline to assist in an emergency and make it their problem, but I like to think I’m not quite that vindictive!

As promised the CSM came to visit again and apologise for the change. He remarked that it appeared that ground crew had re-seated me so that a family could sit together. Unfortunately for him I had seen the “offenders” board and whilst they may have been a family, none of them were of an age at which being seated separately would have caused any issues on the short 65 minute flight to Melbourne. The CSM made a note on his iPad so that quote "the crew taking me back to Sydney on the following Monday would look after me". Apart from being in a grump for a few hours I thought nothing more of it.

Yesterday I (unexpectedly) received the following from QF:

Dear Mr McG,

Please accept my sincere apologies for your recent flight experience on board QF 401 on 04 October 2014.

As a gesture of goodwill, I have credited your Frequent Flyer Account with 5000 Frequent Flyer Points for assisting crew with seat changes

Thank you again and we look forward to welcoming you on board again soon.

Yours sincerely


Yvonne
Customer Care Executive

Considering I never submitted an official complaint or any other feedback this response and the goodwill gesture was above and beyond what I expected. So kudos to you Qantas! I know the whole thing is me being a bit precious, but it's nice to know that they can be proactive in trying to recover service failures.

 

[ozbeachbabe]

A little over two weeks ago I flew SYD-MEL on QF401. As usual I had selected my seat (4D) well in advance and re-confirmed during OCI. At the lounge I asked the lounge angel to print a boarding pass, which confirmed the seat allocation again.
I kept an eye on the seat map care and noticed 4E and F were blocked, which led me to assume that either no status pax had allocated themselves there or I was about to get a double Platinum shadow. This was surprising considering the flight was pretty much full with only a row of three at the very back of the aircraft available.

A quick check of EF before boarding showed that 4E/F had been taken in the meantime - I thought nothing of it. Imagine my surprise when I handed my FF card to the FA and the scanner beeped, spluttered and spat out a boarding docket with 14B on it! The FA's response boiled down to a quizzical look and a comment to the effect of “bad luck it’s full”. We all know that re-seating can happen for operational reasons, but I felt the response or lack thereof was pretty poor and took it up directly with the CSM on boarding. He acknowledged that the seat change was disappointing and the lack of communication was even more of an issue. Apologetically he told me what I already knew, namely that the flight was full and he couldn’t offer me anything better, but would come down and see me after take off. Being an exit row seat it certainly crossed my mind to politely decline to assist in an emergency and make it their problem, but I like to think I’m not quite that vindictive!

If that happens to anybody, try and sort it out with the gate agent as generally once you're onboard there's not a lot than can be done. The gate agent have been able to switch you back to 4D if it was a mistake or allocate another seat as sometimes pax who have pre-allocated seats no show for the flight so they could use one of those seats otherwise they may go to standby pax when the flight is closed at T-15 mins.

You would hope that nobody would deliberately move anyone particularly a WP from 4D to not only an exit row but an exit row middle seat so it may have been an accident when a CSA has been trying to move someone else eg 14D or 24D to 14E maybe???

Don't know whether the F/A's were guessing that the reason for the move was to accommodate a family versus what the real reason was. Having the OLCI printout of seat 4D certainly rules out any doubt by anyone that you had that seat to begin with.

 

[Genghicat]

If that happens to anybody, try and sort it out with the gate agent as generally once you're onboard there's not a lot than can be done. The gate agent have been able to switch you back to 4D if it was a mistake or allocate another seat as sometimes pax who have pre-allocated seats no show for the flight so they could use one of those seats otherwise they may go to standby pax when the flight is closed at T-15 mins.

From what Brett said, he already tried that but the FA at the gate was not interested in fixing it.

I am curious what would happen if - after receiving the new boarding pass (and effectively been checked in by the gate) - and the FA was not willing to fix the problem, what would have happen if he'd gone back to customer service to talk to customer service about it. Would they have to deplane everyone because a checked in passenger had effectively unchecked themselves (albeit temporarily)?

I do have to say, the points credit was a win though

 

[medhead]

From what Brett said, he already tried that but the FA at the gate was not interested in fixing it.

I am curious what would happen if - after receiving the new boarding pass (and effectively been checked in by the gate) - and the FA was not willing to fix the problem, what would have happen if he'd gone back to customer service to talk to customer service about it. Would they have to deplane everyone because a checked in passenger had effectively unchecked themselves (albeit temporarily)?

I do have to say, the points credit was a win though

The FA scanning at the gate is not the gate agent. The FA has about zero ability to fix the problem, besides directing you to the gate agent.

I think you're getting confused between checking in and boarding. For example, going to the gate agent would not be considered un-checking in.

 

[kermatu]

While the granting of 5000 points for Brettmcg was good, it again points to a fundamental failure of QF that a check-in / lounge / gate agent can override a premium passenger preference for what (at least appears to be) is a non-operational reason.

While I'm sure agents think they are providing good service by accommodating a family (if true), if it is at the expense of a premium passenger it is very short-sighted and fundamentally lazy (to find the most empty row) and should be prohibited by management.

other airlines (my most recent example is Air Berlin) make it clear that only premium pax can access certain seats, and it seems to be accepted and work fine.

Credit to QF for the points award and apology. Hopefully they'll learn.

 

[mannej]

While the granting of 5000 points for Brettmcg was good, it again points to a fundamental failure of QF that a check-in / lounge / gate agent can override a premium passenger preference for what (at least appears to be) is a non-operational reason.

Again suggests that this happens on a consistent basis. I would argue that going by experience on here that it is not the norm.