Re: [Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26-was]10April
Thanks for the reply. I won't bang on about it, but would just make the points:
* It would be a forum for QF to directly and relevantly interact with the AFF members on this current issue, as Red Roo has been almost entirely absent since the recent announcement and many genuine, direct queries to Red Roo have not been answered (at least in the forum);
* It would not so much getting the message across to QF, but for them to directly address unanswered concerns;
* Concept was for a more senior RR than usual to be behind the keyboard so that the cynical amongst us can have more faith in the answers. Ideally a management person, not the PR spinner; this helps QF's cause I think;
* Obviously there will be 'sorry can't go there' replies, and we'd just have to accept that;
* I certainly wasn't suggesting that QFs replies be moderated - but the AFF members who (myself included) might get a bit excitable and cheese the senior Red Roo off.
i doubt there are actually ANY genuine questions which AFFers have that cannot be answered by the expertise on this board. this was evidenced the other day by the qf rep completely unable to understand a question being asked, or to provide a response other than the reservations number (serfty answered it in two seconds).
we managed perfectly fine (if not better) before the qf rep came along, and we will continue to do so. we now have a much better understanding of the limitations of the company rep and that they really aren't here to deal with strategic issues.
i indicated some time ago qf should dedicate a single senior rep to AFF. that is PR 101 when you are using an advisory panel such as AFF that has the ability to influence potential customers.
given AFFers do help out others in their travel plans, some of whom have high value spend, it would be in QF's interests to have a appropriate rep.
they have chosen against this in spite of every single 'best practise' rule screaming at them to do so. qantas is probably unique in this aspect. even if you think AFF is an annoyance, you still dedicate an appropriate resource that can identify issues, see trends, and address those trends before they escalate. this is not happening with the rep on AFF.
for an experienced resource it would be a walk in the park to manage the negative press that comes out of AFF. you could do it in 20 seconds flat.
again, my comments are peer-to-peer. I appreciate some of you think they are 'too text book', but as I have said, that 'text book' exists for a very good reason!
as for moderating any questions that go to a senior red roo? that's ridiculous. any company should be able to answer the questions of their customers without getting cheesed off or finding it 'too hard'. qf gains a lot if information from reading AFF... the tricks of the trade, the short-cuts, and a whole lot of discussion and feed back on what their competitors are doing. spending a little time to answer questions is not a huge obligation in return.
. Nice to see you were keeping up with the goings on during your hiatus.
