Dear Mr Joyce...

[Vinny]

Although a newish member of AFF I have been a reader for some time over the years. I can remember a time not so long ago if someone had negative things to say about QF's product there would be a number of posts coming from left right and centre down hard on the poster who had gripes based on experiences with the airline. Things seem to have certainly changed. Refreshingly so.

The suggestions made on the first page reflect very well my expectations and hope for an airline that calls itself full service and charges accordingly. To be honest I've had better customer service from JQ compared to a number of QF flights, mainly due to ground staff's attitude and certainly on the attitude and consistency of service on QF. The only consistent thing on QF seems to be the inconsistent experiences provided by staff. When I endure a less than satisfactory experience with QF of any other business I certainly let the powers that be know about it. I always am quick to let management know of staff who ensure the customer has a positive experience in any business I deal with.

QF needs a customer service transformation, Commonwealth Bank style.
They need to realise that every customer is important - in most cases, 90% of paying pax on a QF plane have made a conscious decision to not fly JQ/DJ or Tiger (ESPECIALLY those in the back rows of economy)
They've decided to pay extra for a more premium experience - one which is usually not delivered.

I have been a Commbank customer for years with several large dealings at any one time. One bad experience and I took my business elsewhere and let management know. Immediately I was offered a much better deal which has been ongoing for years and have a personal bank liaison officer who is in regular contact to ensure everything is satisfactory. Commbank have a system. If a customer has an interaction with a customer there is a chance that a research company with call asking about the experience. Anything below a score of 8/10 is regarded as a fail. QF could consider something similar and take customer comments and complaints seriously.

My main requests are for pleasant and consistently pleasant competent staff to deal with. Some are quite appalling in the way they treat passengers. Feedback to QF goes ignored or just going through the motions of appearing to be doing something.

Planes that are old and showing it. Surely there have been opportunities in the economic downturn to lease newer aircraft from other airlines doing it tough. I don't mind the old B767s but they are old and definitely showing it. I recently flew on a B744 and was a bit nervy when I discovered it was well over 20 years old. If they can wet lease at little notice places from CX and other airlines when the A380 incident occurred the possibility is there. I flew on one and it was an excellent experience.

If QF are going to offer elite status to frequent flyers treat them as such. I don't have time for upgrade lotteries. Let me know at the time of booking if that seat is available as I can easily book on another airline. Less frequent flyers need to be treated in a business like and civil manner as well. Every chance they are the frequent flyers of the future. Dissatisfied customers will go elsewhere and AJ needs to realise this along with all staff.

AJ may have been adequate as a LCC CEO but I feel he is out of his level of experience with other segments of the market and it's painfully obvious.

Other airlines are available, often at a better price and with pleasant efficient customer service. I've really enjoyed them!

 

[ChrisCunard]

Dear Mr Joyce,Please;- Reconfigure VH-EBO & EBP J properly,- Put AVOD in the 763 and 73H fleet quickly,- Buy 777's to replace ancient 744's,- Stop talking QANTAS down,- Reengage staff,- Take the fight to VA (eg: get some passion back),- Refer to the AFF posts on "Where should QF fly".Not too much to ask is it??

 

[ChrisCunard]

It strikes me that there aren't many companies where customers are so passionate towards the firm as QANTAS. They have something amazing in that - loyalty! All they need to do is LISTEN to us loyal QF flyers and 1/2 the work is done.

 

[schmorandom]

I thought you wanted to improve Qantas... Joyce is doing 100 times better than Norris and his brainless thugs.

I don't know where this comment is founded - over the past ten years, the improvement in CBA service standards is nothing short of astonishing.
Last year, they won the Australian Service Excellence Award in the national large business category (along with iinet).

The Qantas Centre of Service Excellence is a great start (on QF website)
But where are the results?

 

[DeSchmidt]

That is a very good point Chris. I firmly believe that most Australians prefer to fly their national carrier when at all possible - it is simply a matter of matching (or beating!) the competition on price and in-flight product and we will gladly fly Qantas. Why do people fly SQ rather than QF - newer fleet, vastly superior standard of service, etc. Fix these and people will be back!

 

[schmorandom]

That is a very good point Chris. I firmly believe that most Australians prefer to fly their national carrier when at all possible - it is simply a matter of matching (or beating!) the competition on price and in-flight product and we will gladly fly Qantas. Why do people fly SQ rather than QF - newer fleet, vastly superior standard of service, etc. Fix these and people will be back!

I prefer the Qantas on-board staff to SQ. Generally, the Qantas ones show initiative with kids, casually chat to customers and make you feel like your back in Aus as soon as you step on-board.
SQ staff are polite and efficient - however they're also meek, timid and lacking initiative. I know in case of emergency, I'd definitely prefer QF staff.

On the ground however, Qantas staff are quite terrible

 

[samiam]

Generally, the Qantas ones show initiative with kids, casually chat to customers and make you feel like your back in Aus as soon as you step on-board.

Especially the British crew, HKG - LHR

You did say 'generally', I know

 

[TonyHancock]

I prefer the Qantas on-board staff to SQ. Generally, the Qantas ones show initiative with kids, casually chat to customers and make you feel like your back in Aus as soon as you step on-board.
SQ staff are polite and efficient - however they're also meek, timid and lacking initiative. I know in case of emergency, I'd definitely prefer QF staff.

On the ground however, Qantas staff are quite terrible

I'm kinda with you on this. I love it when FA's enjoy a bit of banter. On my recent international trips the QF Air Crews have been very good. The F check in staff have been very good too. (You'd hope they would be though!)

I'm less impressed with domestic air crews and ground staff though.

QF management has to, and I hesitate to use management speak, empower its staff.

 

[Jobu]

I don't know where this comment is founded - over the past ten years, the improvement in CBA service standards is nothing short of astonishing.Last year, they won the Australian Service Excellence Award in the national large business category (along with iinet).The Qantas Centre of Service Excellence is a great start (on QF website)But where are the results?

From personal experience, over and over. It is hard to make me feel more disgusted about any organization in Australia than CBA. Don't believe the hype. David Murray was miles ahead of Ralph Norris on every level.

 

[Stealth]

why is there so much hate towards AJ?

Sadly I think that as with most 'Straylian on-line communities, there is a lack of spark or intelligence and most assume the QF CEO's first name is Barnaby!

I thought the originator of this thread hit things very nicely on the head. It is the traditional values that are appreciated. I was forced to fly Virgin recently and found it an awful experince. True, I had had a full fare seat and had access to some of the priviliges, but I found the evangelical cabin staff bull**** awful and tacky.

I was very pleased to be given my Platinum renewal, albeit 65 SCs short. Perhaps they identified that I did both business and recreational flying with QF i.e. I pay for some of my tickets?

Lately I have been doing a lot of flying with National Jet aka Cobham. Now lets not be nasty and talk about Sir Alan Cobham's first business being a flying circus (the employees hadn't heard that either), but it is an honest operation that does its best to get people into the air and onto the ground with the least strife. It may be a small operation, but the zest of flying is there!

I will criticise QF over the ash cloud bull-****. To come on TV and say that they wouldn't consider flying below or around was a major error on the part of a CEO pushing customer service. Before any skinny hostie or student PPL replies to tell me I don't know what I'm talking about, I'll mention that I was explaining ash clouds to the media 15 years ago!

 

[Misha]

Sadly I think as with most 'Straylian on-line communities, there is a lack of spark and most assume his first name is Barnaby!

thanks for that - made me spit out my wine... ummm.. water.

 

[Simo]

Every week I travel to regional Qld and the cust service is a lot better than cap cities. I would agree fully that quality of in flight food is dropping and it keeps happening I now eat before I fly out if possible.QP food is also dropping in quality and qty's served as well.On a flight after about 7ish they won't even serve a coffee.

 

[trippin_the_rift]

Why all the AJ hate?

I couldn't give a rats if my 6 year old nephew was the CEO of QF, so long as they do a good job.
Unfortunately, the current board is not only letting frequent flyers down but also their most important customer - major shareholders.

AJ is out of fuel and he needs to land quickly and let another pilot take over.

 

[samiam]

I was forced to fly Virgin recently and found it an awful experince. True, I had had a full fare seat and had access to some of the priviliges, but I found the evangelical cabin staff bull**** awful and tacky.

I haven't flown Virgin for a long, long time - so I don't quite understand what you mean by the above - were they handing out bibles?

 

[Misha]

I haven't flown Virgin for a long, long time - so I don't quite understand what you mean by the above - were they handing out bibles?

They flew your "Blessed Virgin" airlines perhaps?

 

[Noob]

Personally, I prefer Virgin's service - from my experience it is better both internationally and domestically.

Honestly, the more strong players in the Australian airline market the better for everyone. Frequent flyers, leisure flyers, business flyers, staff and shareholders. Competition is great, Qantas was only great "back in the day" because of competition from an equally great Ansett.

Exciting times are ahead for all.

 

[elbarto]

Before bagging QF service I would suggest that a trip on European or American carrier be taken. Ive done a lot of flying in the past few months here in Europe, mostly in BA and I can tell you QF are nautical miles ahead of all of them. Buts you can see that the current management is taking them in that direction. I see some are disappointed that you don't get a hot breakfast in Y on QF on domestic flights. Over here you're lucky to get a sandwich which is marginally bigger than a bite and a drink. And don't get me started on dinner flights. So be thankful for your cereal, muffin and fruit, which is a reasonably comprehensive breakfast.

As for AJ, he's not the right man for the job. The removal of FF benefits was poorly timed and proof that customer focus has been replaced by focus on the bottom line only. The constant talking down of the share price has annoyed this QF shareholder and the seemly constant increase in fuel surcharges has annoyed me. If all this brand tarnishing is to improve shareholder returns then 1. Why is the share price been on a downward trend over the last 6 months when the ASX 200 has been relatively flat and 2. Why has there been no dividend paid since the 2008/09 FY or since AJ became CEO. Something's not right or maybe someone's not right.


Sent from my iPad using Aust Freq Fly app

 

[Paddy55]

As for AJ, he's not the right man for the job. The removal of FF benefits was poorly timed and proof that customer focus has been replaced by focus on the bottom line only. The constant talking down of the share price has annoyed this QF shareholder and the seemly constant increase in fuel surcharges has annoyed me. If all this brand tarnishing is to improve shareholder returns then 1. Why is the share price been on a downward trend over the last 6 months when the ASX 200 has been relatively flat and 2. Why has there been no dividend paid since the 2008/09 FY or since AJ became CEO. Something's not right or maybe someone's not right.Sent from my iPad using Aust Freq Fly app

Well said!

 

[Oneworldplus2]

Before bagging QF service I would suggest that a trip on European or American carrier be taken. Ive done a lot of flying in the past few months here in Europe, mostly in BA and I can tell you QF are nautical miles ahead of all of them. Buts you can see that the current management is taking them in that direction. I see some are disappointed that you don't get a hot breakfast in Y on QF on domestic flights. Over here you're lucky to get a sandwich which is marginally bigger than a bite and a drink. And don't get me started on dinner flights. So be thankful for your cereal, muffin and fruit, which is a reasonably comprehensive breakfast.

Well said;
I have flown in BA and MA in the last few weeks and l agree, we are lucky in the land of Oz...seriously, sometimes l think that we don't know what we are missing, but a hot breaky in Y l miss. For a 'premium airline, not JQ or tiger........

 

[Simo]

When I see a press release or e mail that says ff enhancements I shudder more than a letter from the ato.... I always think what else are they going to take off us now!