Customer Care Don't Care?

[opusman]

Just flew QF2 in F from LHR-DXB. Sarah ("I'll be looking after you today"), while no doubt a lovely young lass, obviously skipped the bit in the training about addressing customers in F by name - not once did my name (or anyone else's that I could tell) escape her lips. Instead, every time she popped up at the seat it was with a cheery "Hello!". Is QF cost cutting by not providing printed manifests now?

 

[markis10]

Just flew QF2 in F from LHR-DXB. Sarah ("I'll be looking after you today"), while no doubt a lovely young lass, obviously skipped the bit in the training about addressing customers in F by name - not once did my name (or anyone else's that I could tell) escape her lips. Instead, every time she popped up at the seat it was with a cheery "Hello!". Is QF cost cutting by not providing printed manifests now?

London based crew are bound to be a bit different to what you are used to.

 

[BD1959]

London based crew are bound to be a bit different to what you are used to.

Are these crews different to those which used to work the 747s? I always thought the LHR-based crews which worked HKG-LHR to be some of QF's finest.

Regards,

BD

 

[mannej]

I was offered a proactive gesture after yesterday's issues. I was quite appreciative of the response as I hadn't contacted QF apart from yesterday's posts on here.

Thanks RedRoo - PM to be sent.

 

[Brettmcg]

London based crew are bound to be a bit different to what you are used to.

Shouldn't be. Training is the same as for AUS based crew and the service standards remain the same. Furthermore, many of the crew working ex-LHR are Aussies anyway!

 

[markis10]

Shouldn't be. Training is the same as for AUS based crew and the service standards remain the same. Furthermore, many of the crew working ex-LHR are Aussies anyway!

Working conditions are not the same though, one does wonder how that changes things over time.

 

[BadgerBoi]

For some of the crew this can have been a long time away from home so this is the last flight before a decent break.

I know no excuse but perhaps an explanation.

I have found their new London crew to be very good - the F crew are very customer focussed. London crew usually seem to go as far as Dubai and then turn around.

I would have thought that someone employed as cabin crew on an international airline would have realised that there was a chance that they might spend some time away from home. Sorry, but that isn't even an explanation, much yet an excuse.

I have an ongoing complaint with Qantas regarding service failure on my flight BKK to SYD late in April in J. Long story short, Q Eats totally failed me and I was first missed entirely for my meal (well, not completely, I was given a lettuce leaf and a bread roll), following my complaint the wrong main course was thrown on my tray and the FA ran away before I could say anything. Service recovery consisted of being offered a dessert. To rub salt into the wound QF hasn't given me any FF points for the flight.

This was after a time consuming stuff-up at check-in at BKK which was at least resolved before the flight.

I lodged a complaint, it took six weeks for anyone to get back to me - the first response consisted of much of the same cut and paste platitudes that the OP here quoted, and my main point (ie the failure of Q Eats to provide me with anything to eat) wasn't addressed at all, the agent apologised for my disappointment with my "Select" (sic) with the choice. I was happy with my choice, I was unhappy for the revolting meal that I didn't order that was eventually thrown at me. And don't start me on the half heated garbage that was dished up for breakfast.

My "feedback" is now being "cascaded"...

 

[Orca]

I've been waiting for a response from Customer Care for a week now wrt to an issue. Disappointing to not have had any kind of reply :/

 

[Red Roo]

I've been waiting for a response from Customer Care for a week now wrt to an issue. Disappointing to not have had any kind of reply :/

If you didn't receive an automated reply acknowledging receipt, then please submit your feedback again.

Alternatively, I'd be happy to follow up via private message.

 

[BadgerBoi]

I've been waiting for a response from Customer Care for a week now wrt to an issue. Disappointing to not have had any kind of reply :/

It took them six weeks to get back to me...
( I did receive the auto reply immediately)

 

[opusman]

London based crew are bound to be a bit different to what you are used to.

I would have expected the F product to be consistent on both legs, certainly with something as basic as addressing customers by name. It's not Virgin domestic you know.

 

[Princess Fiona]

I would have expected the F product to be consistent on both legs, certainly with something as basic as addressing customers by name. It's not Virgin domestic you know.

I agree, FWIW I haven't found any difference in service levels between the LHR crew and any other crew. I know I'm going to have a good flight if I get onboard and the crew is almost exclusively male and older. Can't quite fathom this out but that's my experience so far.

 

[MEL_Traveller]

I agree, FWIW I haven't found any difference in service levels between the LHR crew and any other crew. I know I'm going to have a good flight if I get onboard and the crew is almost exclusively male and older. Can't quite fathom this out but that's my experience so far.

lol. I find female and older is generally better

Some of the older male CSMs are just snarky

 

[Princess Fiona]

lol. I find female and older is generally better

Some of the older male CSMs are just snarky

They are never snarky to me :mrgreen:

 

[vetrade]

lol. I find female and older is generally better

Some of the older male CSMs are just snarky

Ultimately it's just the luck of the draw but my experience has been similar to the Princess's.
You might expect the older females to be the most "motherly" but gee they can sure be the moodiest too.

 

[Dmac6345]

Ultimately it's just the luck of the draw but my experience has been similar to the Princess's.
You might expect the older females to be the most "motherly" but gee they can sure be the moodiest too.

Luck of the draw is just unacceptable.
This is First Class! I just don't understand how the service can change depending on route, time, crew etc.
It hurts me to say, but I have had better service in J than F on 3 occasions I can think of.

 

[Kangol]

Ultimately it's just the luck of the draw but my experience has been similar to the Princess's.
You might expect the older females to be the most "motherly" but gee they can sure be the moodiest too.

When you are in F, you have already won the draw...

Maybe you need to be more charming to tone down their mood?

 

[dfcatch]

I have to say that the younger crew (both male and female) are fantastic.

I find them so enthusiastic about the aircraft and really go out of their way to make me feel valued.

Then again - perhaps it's just my amazingly unbelievable good looks.

The older male crews are almost always fantastic.

Older female crews (dragons).... On QCCA I find they're pretty good. On QAL.... Well. You know .

That said - there are exceptions to every stereotype and I have had fantastic crew from each category.

I'm sorry that Penegal got wine spilled on him, I had slipped the FA $50 to do it at boarding but they forgot

 

[Pablo]

They are never snarky to me :mrgreen:

No one could get snarky at a Princess!!

 

[RAM]

No one could get snarky at a Princess!!

Well they could - but only once.....Off with their head!