Building a stronger Qantas

[Oneworldplus2]

Red Roo
This question is a little bit off topic, but, with the recent BA/AA/IB tie-up, would QC members get access to Iberia lounges in the future or is this just a special JV agreement between BA, AA and QF?

 

[Archphoto]

I pass lots of good ideas from AFF onto various teams here so I will ensure to include this one as well.
I know a lot of people who would prefer not to fly through Sydney.

Cheers,
Red Roo

Thanks Red Roo - your participation on AFF is always welcome, even if some us can get a little testy at times.:shock:
Appreciate your input, updates and heads up - whatever the topic!

 

[Simsy85]

I think everything should be routed through MEL.

Nah, through DRW

Build an F lounge in DRW too and a CL!

 

[drron]

I think everything should be routed through MEL.

Where is the dislike button!
Bad enough that I have to go through there to get to DPO.

 

[RSD]

And that's one of the *biggest* problems with Codesharing; the ability to choose your seats seamlessly should be a given.

Arguing that your systems don't match up or that you cannot access really isn't the answer. If you are insisting on splitting the sectors and want us to remain flying with you, make the *whole* flight experience as painless as possible. We already endure the longest flight times, not to mention increased security etc which does start to be a real annoyance when you fly it day-in, day-out.

Status with OW seems to mean different things to different airlines; if I can select my seats on airline A, why oh why can't I do so on airline B or Z for that matter? Same goes for excess luggage. How's that going to work? If airline A allows for 2 bags totalling 23kg and airline B only allows 1 bag of 23kg, how do we get around that? (Had this experience with QF/BA recently - BKK-SYD-ADL 1 bag only as I had to check in with BA. VV it was ok, but what if I'd been flying the other way around?)

It's great to have a OW system, but seriously, all these differences between airlines really does make the whole experience a nightmare at times.

Seamless, guys, seamless. All we ask is that is all just "works" - no mess, no fuss; no need for reams of paper printouts to show every CI desk that it can be done because your website says so. . . . . . . :mrgreen:

This stuff really needs to be worked out quickly as it's a complete buggers muddle at the moment. It seems like check ins everywhere are completely confused when it comes to baggage allowances - I'm getting tired of having to spend 2+ hours trying to get various check-ins then managers and so forth to agree what my allowance is - and then having to sprint through security to get to the gate - and then get to my destination to find that the bags didn't make the flight because the bags made it to the baggage handlers too late.

 

[Kendall Roy]

QF32/31 becomes 1/2 after changes come into effect.

 

[MEL_Traveller]

I have to say I am a little disappointed with qantas' input.

on the on hand they are saying they will pass on suggestions like an adl-bkk routing, but we hear nothing about passing on other serious failings in areas such as on board service, frequent flyer redemptions, ageing aircraft, poor customer service, high fees charged for redemption bookings that cannot be completed on line (either because the partner flights are not loaded onto the qf system or because of the ridiculous credit card requirement in Thailand, philippines and china).

I'm sorry but there are so many issues, and to say that one or two will be passed on, and to receive praise for that, when there are so many others that dont even get acknowledged is a bit disingenuous.

this is classic PR 101, establish something like a customer advisory panel, or tap into Internet fora and give the opportunity for people to be heard... what differentiates companies is those that actually act on feedback and give credit, or provide transparent feedback where proposals can't be carried out.

if the new airline is going to be established in Asia then many of the issues outlined earlier are key to the new airline's success.the Asian market won't tolerate poor customer service. they will demand as a matter of course a full hot meal even on short flights (if it is a premium carrier). they won't tolerate poor inboard service.

and if qantas comes back and says that all of these will be resolved for the new airline... why not start with the one you have?

sorry to be negative.

 

[elbarto]

Red Roo
This question is a little bit off topic, but, with the recent BA/AA/IB tie-up, would QC members get access to Iberia lounges in the future or is this just a special JV agreement between BA, AA and QF?

And with BA and IB now falling under the same holding company it would be nice to see some of these benefits available on IB. But as their stated intention is to operate as two airlines I have my doubts about it happening any time soon.

 

[orac]

Arguing that your systems don't match up or that you cannot access really isn't the answer. If you are insisting on splitting the sectors and want us to remain flying with you, make the *whole* flight experience as painless as possible. We already endure the longest flight times, not to mention increased security etc which does start to be a real annoyance when you fly it day-in, day-out.


It's great to have a OW system, but seriously, all these differences between airlines really does make the whole experience a nightmare at times.

Seamless, guys, seamless. All we ask is that is all just "works" - no mess, no fuss; no need for reams of paper printouts to show every CI desk that it can be done because your website says so. . . . . . . :mrgreen:

I agree, this is an excellent post as I often hit a wall when I end up with other One world carriers "Seamless, guys, seamless. All we ask is that is all just "works" - no mess, no fuss"

This is what I expect as a customer - a seamless travel experience throughout the group based around me the customer - not you the airline

 

[Danger]

Joyce: New Qantas Asia carrier to feature luxury seating | ATWOnline
"Qantas’s (QF) new Asian-based premium airline is going target the region’s financial high flyers with luxury beds better than those on the airline’s Airbus A380s (ATW Daily News, Aug. 16)."

 

[Moopere]

Joyce: New Qantas Asia carrier to feature luxury seating | ATWOnline
"Qantas’s (QF) new Asian-based premium airline is going target the region’s financial high flyers with luxury beds better than those on the airline’s Airbus A380s (ATW Daily News, Aug. 16)."

"The Qantas Group will be a minority shareholder in the airline and will not use its own brand."

Righto so, there we have it. No QF branding because its not a QF airline, they are simply going to be minority shareholders.

 

[harvyk]

I have to say I am a little disappointed with qantas' input.

on the on hand they are saying they will pass on suggestions like an adl-bkk routing, but we hear nothing about passing on other serious failings in areas such as on board service, frequent flyer redemptions, ageing aircraft, poor customer service, high fees charged for redemption bookings that cannot be completed on line (either because the partner flights are not loaded onto the qf system or because of the ridiculous credit card requirement in Thailand, philippines and china).

I'm sorry but there are so many issues, and to say that one or two will be passed on, and to receive praise for that, when there are so many others that dont even get acknowledged is a bit disingenuous.

this is classic PR 101, establish something like a customer advisory panel, or tap into Internet fora and give the opportunity for people to be heard... what differentiates companies is those that actually act on feedback and give credit, or provide transparent feedback where proposals can't be carried out.

I agree, sitting up in the "eagles nest" making decisions without any real customer input is a surefire way of failing. There are tons of reliable ways to get feedback (and no a random survey to some of your loyal customers is not one of them). What QF needs to start doing is listening to the gripes of customers, soon to be ex customers, and the people who are in the market, but decided to go with the competition. They don't really need to do anything major (except for employing red roo to live on forums such as AFF), and have a few "customer helpers" wander around airports (much like the guys in yellow who walk around SYD). Get them to help pax with things eg checking in, or filling out immi forms, regardless of airline, because you absolutely want to speak with people who have selected your competitor to find out why (most people if given the opportunty will give feedback), that will teach them very quickly what pax actually want, make giving feedback a really easy thing to do.

and if qantas comes back and says that all of these will be resolved for the new airline... why not start with the one you have?

Also agree 100%, QF already has an airline business, why not work on that one and make it excellent before extending themselves to running 3 airlines.

 

[medhead]

Gotta say I love the continuing comments about profits all contributing to the qantas group and the idea that cross-subsidisation is irrelevant because it's all one big happy group.

The one major problem with that idea is that Joyce/the board have singled out one little part of the group and is in the process of slashing and burning that part of the group. There is absolutely no talk of group in that process. This part of the group is in need of renewal to help it succeed. Yet that is all being cut off.

Sorry, I totally reject this group profit nonsense because qantas is not behaving that way towards QFi and simply put they can't have it both ways.

 

[TonyHancock]

There are tons of reliable ways to get feedback (and no a random survey to some of your loyal customers is not one of them).

Just on that subject it seemed that everyone in J received a survey on QF18 from EZE at the weekend. It surprised me because from previous experience it only appeared to be a handful of pax.

 

[Leumas]

The more they mention 'luxury' and 'premium', the more I think about what 'enhancement' really means...

 

[drewbles]

This thread could be as popular as the Amex thread if we keep this up....

Shhh... that's like mentioning the b*s. Brings up all kinds of memories

I have to say I am a little disappointed with qantas' input.

on the on hand they are saying they will pass on suggestions like an adl-bkk routing, but we hear nothing about passing on other serious failings in areas such as on board service, frequent flyer redemptions, ageing aircraft, poor customer service, high fees charged for redemption bookings that cannot be completed on line (either because the partner flights are not loaded onto the qf system or because of the ridiculous credit card requirement in Thailand, philippines and china).

I'm sorry but there are so many issues, and to say that one or two will be passed on, and to receive praise for that, when there are so many others that dont even get acknowledged is a bit disingenuous.

this is classic PR 101, establish something like a customer advisory panel, or tap into Internet fora and give the opportunity for people to be heard... what differentiates companies is those that actually act on feedback and give credit, or provide transparent feedback where proposals can't be carried out.

if the new airline is going to be established in Asia then many of the issues outlined earlier are key to the new airline's success.the Asian market won't tolerate poor customer service. they will demand as a matter of course a full hot meal even on short flights (if it is a premium carrier). they won't tolerate poor inboard service.

and if qantas comes back and says that all of these will be resolved for the new airline... why not start with the one you have?

sorry to be negative.

They have: https://www.qantasadvisorypanel.com/PORTAL/default.aspx

The thing is, they make very very VERY little use of it. I've been a member since early last year, and I've had 2 surveys (and there is a permanent one on there for 'how was your last flight').

If they made good use of it, it would be great but from my experience, they are very selective on which members of the panel they ask to do surveys (which would be fine if they had constant surveys, but is a little restrictive for how much information they can gain based on the infrequency of surveys).

 

[ajw373]

"The Qantas Group will be a minority shareholder in the airline and will not use its own brand."

Righto so, there we have it. No QF branding because its not a QF airline, they are simply going to be minority shareholders.

They probably have to be minority shareholders to get the traffic rights, same with Jetstar asia, where Qantas is a minority shareholder (~44%), but still the largest single shareholder.

 

[ajw373]

Sorry, I totally reject this group profit nonsense because qantas is not behaving that way towards QFi and simply put they can't have it both ways.

Business doesn't work like that and they can have it both ways, as can be seen by what they are doing. Quite clearly they think QFi cannot give sufficient return on investment, at this point in time anyway and they feel that putting effort and cash into other area's is a better way to spend the group profit/investors money. The few changes they have made to QFi (cutting 2 routes) are clearly aimed at bringing the costs and hence looses down. Putting heaps of capital into a business unit that has very little growth potential is silly.

Oh speaking of cross subsidisation isn't propping up QFi with profits from QF domestic an perfect example, or do you a) not actually believe that QFi is making loses or b) believe because Qantas is Qantas that one shouldn't differentiate between Qantas domestic and international so any loses should be hidden away on the balance sheet?

 

[MEL_Traveller]

Shhh... that's like mentioning the b*s. Brings up all kinds of memories



They have: https://www.qantasadvisorypanel.com/PORTAL/default.aspx

The thing is, they make very very VERY little use of it. I've been a member since early last year, and I've had 2 surveys (and there is a permanent one on there for 'how was your last flight').

If they made good use of it, it would be great but from my experience, they are very selective on which members of the panel they ask to do surveys (which would be fine if they had constant surveys, but is a little restrictive for how much information they can gain based on the infrequency of surveys).

I know they have... that was exactly my point. but while they have followed the PR 101 instruction to set up the advisory panel, they haven't seemed to act.

but somehow red roo says he'll pass on the suggestion of adl-bkk flights and some people are all awash with praise thatbthey are being listened to.

not sure what information we have been provided with by qantas that has actually been of use? airline and hotel reps on other boards such as FT take a much more active role, looking into cases, resolving issues on behalf of members. not so with qantas here...

I had been generous to a point, expecting to cultivate the relationship with qf and perhaps see returns. but have reached a point now where there seems to be little point...

 

[Simsy85]

red roo says he'll pass on the suggestion of adl-bkk flights and some people are all awash with praise thatbthey are being listened to.

I dunno... I kinda got the feeling Red Roo was a chick....