CEO retiring, what changes at Qantas would you like to see

[Quickstatus]

With the impending retirement of the Qantas CEO, what changes at Qantas would AFF members like to see

 

[Carrots]

When you say impending… you mean the “don’t come tomorrow” the CEO has just received?

 

[MelbFlyer]

Being able to change reward bookings (ie. change legs, dates, routes etc) online rather than having to call up.

It's frustrating having to call up multiple times as a Bronze member, only to be told that the reward seats I can see online aren't available on their end.

I had to do this over 100 times to get my reward seats changed to different flights etc.

It's literally a lottery to find a good personnel as a Bronze member.

Other than that if the above is unable to be done, probably have some Hobart calibre call centre agents in every contact centre to assist Bronze / Silver members with bookings.

Also, maybe having e-ticket numbers show up in the Qantas portal would be helpful rather than having to resort to using Royal Jordanian's website etc.

 

[tdimdad]

1) Making the FF status more worthwhile through honouring and maximising the benefits. With maximising I mean doing them really well. We don't need new benefits but there's a lot of room to lift up the game in executing the current ones.
2) Look after the staff and make them feel worthwhile contributors to the success. Give them a permission & tools & training to do their job well.
3) Make sure the customer interface is efficient, including the technology supporting e.g. ticketing and changes.

 

[Mattg]

The main change I would like to see is treating all customers with respect, including respect for their time.

If you call Qantas because you need something that can't be done or found online, you should be able to get through to someone - quickly - who knows what they're doing and gives correct information the first time. I don't think that's too much to ask, but has not been the norm for the past several years.

 

[elanshin]

There are loads of problems, but as to what needs priority, its harder to say without being in VH's position.

Public image / brand / reputation definitely needs fixing, but that can only really be done by actions. Improvements in the customer experience is vital bit here.

From booking to airport to in flight to post flight. Qantas has issues with all of these areas. Improvements in these areas will see public confidence slowly rebuild.

Oh and above all the inconsistency of their customer support.

I'm sure there's a myriad of operational, logistical and hr issues that also need to be solved which form part of the puzzle of customer experience too.

 

[NSun]

- I would like to see at least WPs not have change fees or perhaps a one time fee-free change able to be done.
- Shut down the South Africa & Fiji call centres or at least give them the same tools to do their jobs as Hobart & Auckland have as well as authority to take responsibility of problems.
- Have a way when searching for award seats to exclude those so-called 'business class rewards' that have just the short leg in business and the longer one in economy.
- Get Premium Economy on India flights and back onto BNE-LAX (whether it happens through the promised refurbishment of the int. A330s or putting 787s on).
- A refurbishment of the Sydney domestic J lounge is desperately needed (even before the international one), even if it is a soft refurbishment such as new furniture and carpets.

 

[Peasant]

Being ethical, acting in good faith, putting people first, focusing on training/supporting people on the front line.

Matt Golding usually says it best, so I’d like to see an end to this:

 

[jrfsp]

I would like a complete overhaul of the F&B. Please retire NP too.

 

[Quickstatus]

Profitability as a result of product excellence.

1) Better online/website/app performance and functionality for all customer levels - an overhaul of the online capability that reduces the need for customers to contact a call centre
2) Better customer engagement during delays and cancellations with transparency and a primary focus on the customer. Exceptional performance during exceptional circumstances
3) Call centre improvement - all call centres to have the tools to resolve a customer issue wherever they are.
4) One call only culture. Customers should be able to expect to make one call only. Service agents and the airline to take ownership of problems until they are solved. Airline calls the customer back, not the other way round. Respect for the customer's time
5) Employees given the necessary tools to assist customers. The vast majority of customer interactions should be solved at the coalface, and customer facing employees given the tools to resolve the vast majority of issues.
6) Continual improvement in on-time performance
7) Reduce the time it takes to issue all E-Ticket types to less than 24hours.
8) Overhaul of the F&B on board.
9)
10)
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[Ade]

The main change I would like to see is treating all customers with respect, including respect for their time.

If you call Qantas because you need something that can't be done or found online, you should be able to get through to someone - quickly - who knows what they're doing and gives correct information the first time. I don't think that's too much to ask, but has not been the norm for the past several years.

Absolutely. This. Anything more, I'd consider a bonus. Most people are happy if they are able to

a. do things themselves
b. if not possible, talk to someone who can get it done, quickly

People are time poor and would really appreciate any improvements in this area.

 

[maia200]

I would like a complete overhaul of the F&B. Please retire NP too.

Definitely. Better catering options on domestic flights. No more just water, coffee, or tea and a muffin or biscuit thing at meal times - if Y. J needs to up the game too - no more salad leaves posing as a salad. Why do the F&B servings remain so poor after covid with a flight with full staffing?

 

[Blackadder]

Better training for call centres , ensuring you get someone with the same knowledge whether you call gets answered in Hobart or Cape Town or anywhere else.

 

[Jean Prouvaire]

I can't see this as being a priority for Qantas as they have more fundamental problems to address (such as the ones already raised in this thread), but as someone who's going to hit Lifetime Gold shortly, I see little reason to continue to chase Platinum every year and fly Qantas internationally.

If LTG members had a significantly lower Platinum re-qualification target (say 600 SCs every year instead of 1200), I would likely continue to pay the Qantas premium and even continue to do status runs each year. As is, I'm much more likely to use OneWorld partner airlines for overseas trips, and not worry about chasing status every year.

 

[robbo135]

I would like to see the Fin Review no longer being barred onboard or in their lounges

 

[CaptJCool]

Improve the status credit earn especially for self-funders on the lousy figure given for all Red E-deal tickets
Sure $125 gets you 10 Sc but so do the $400, $500 Red-E deals ones

Reduce the PUBLIC Flexi Y & J fares prices
They are way over-priced compared to the competitors
Given the recent sale pricing they can give the public a better deal

Scrap the change fees
Calculate a fair cancellation fee that represents a cost plus 10% margin

Scrap the non-refundable conditions

 

[kangarooflyer88]

Very good question. There's a lot of enhancements I could see the new CEO bringing to QF:

• Introducing Basic Economy fares (perhaps even rebranding Red e-deal as Basic Economy) so that you earn no status credits
• Increasing the number of status credits required to earn status or perhaps tying status to $$$ spent at QF
• Merging the Qantas Pub and Business Lounges to save on operating costs
• Restricting access to QF domestic lounges just to those holding Platinum or a J ticket
• Increasing the number of points required for a classic award or even scrapping the scheme in favour of dynamic pricing

Just a friendly reminder that not all change is good.

-RooFlyer88

 

[CaptJCool]

No not all change is good

The loss of non-flying guests privilege was a doosy.

What were they thinking ??

Soon goodwill will be a thing of the past

 

[pauly7]

Here we go again

- I’d like Qantas Text reintroduced, found that really useful
- Website live chat

 

[elanshin]

• Merging the Qantas Pub and Business Lounges to save on operating costs
• Restricting access to QF domestic lounges just to those holding Platinum or a J ticket

This would never fly. Right now QF is reputation and goodwill poor. They can't afford very much that are going to start pissing off their higher status flyers as their lower tiers are likely already bleeding customers.