Do Qantas keep notes on their frequent flyers?

[Cin Cin]

Hi, do any Qantas past or present employees know if Qantas keep "notes" on high tiered frequent flyers after an in-flight incident? for example, if a client has a little too much to drink, or is in an altercation with another passenger or cabin crew? do they have client records so to speak? I'm just curious!

 

[Hvr]

All companies keep records of their interactions with customers.

For loyalty programs it is how they customise their offer to you.

To answer the question, of course they keep records of you and your flights and what occurs on them, both good and bad.

 

[Cin Cin]

I wonder what the repercussions would mean, if one of the above scenarios had occurred? they obviously wouldn't take away your status privileges, so I wonder what it would mean for a FF if they do keep something negative on record? Who gets to access the records? or would they just put a red flag against you for example when you check in? would the check in person be able to see if there was something negative on file? or the cabin crew? this is what I'm curious about...

 

[Hvr]

What did you do?

 

[Cin Cin]

haha! nothing I swear! I'm just curious as to what the cabin crew/check in staff etc can see about me...trust me it's all good! but i'm curious about the behaviour I often see in others on board!

 

[TomVexille]

I suppose those things could easily go into the ipad

 

[I love to travel]

About 2 years ago declined a meal as i am allergic to mushrooms. On a random flight 6 months later FA proactively told me emal had mushrooms in it. Go figure

 

[Cin Cin]

Wow, there you go! I wonder if anyone's suffered any consequences after behaving badly on a flight? Like if you're "tagged" somehow?

 

[Daver6]

Can't you just request the information under freedom of info?

 

[Hvr]

Can't you just request the information under freedom of info?

FOI doesn't apply to private companies.

 

[RooFlyer]

Its an interesting overall question. From what I've heard, and my direct observation of the iPad contents on its status pax, its very inconsistent. My own profile, and that of my travel mate (me WP, he P1)shown to us on the iPad during a flight (SYD-LAX), had no detail on preferences, previous QF contact at all. Ditto the 2 other times I've been able to see my iPad profile in flight. The CSM on the first flight was pretty dismissive of the iPad profile and says he thought they should be regularly wiped!

A prudent company would be very careful about recording negative incidents concerning its pax and then relying on that info for future reaction or use (otherwise, what's the point of recording it?) Some subtle 'keep an eye on' a pax with a 'record' of having too much to drink - maybe, but any pro-active prohibition or differential negative treatment would risk the pax taking action and finding out that he had been 'marked' after "unproven" allegations by staff. Not saying I agree with this scenario (eg the "unproven" bit), but its not out of the question.

Maybe Anna can opine, if she's on the thread.

 

[docjames]

Walking onto 738 tonight Ipad was sitting beside entry.

Page that was visible was listing numbers of pax on flight by status (CL, WP, SG etc).

 

[williamsf1]

I wonder what the repercussions would mean, if one of the above scenarios had occurred? they obviously wouldn't take away your status privileges, so I wonder what it would mean for a FF if they do keep something negative on record? Who gets to access the records? or would they just put a red flag against you for example when you check in? would the check in person be able to see if there was something negative on file? or the cabin crew? this is what I'm curious about...

It all depends on how serious the incident is. If it was a physical or strong verbal altercation with crew or other passenger under the terms and conditions of carriage and of the FFP you could be banned for life from flying that airline.

As for general contact with the airline or FFP – yes each call is recorded with basic notes taken

It all depends on how serious the incident is. If it was a physical or strong verbal altercation with crew or other passenger under the terms and conditions of carriage and of the FFP you could be banned for life from flying that airline.

As for general contact with the airline or FFP – yes each call is recorded with basic notes taken

Extract from the t&C



(v) acting in an unruly manner on board a flight or in any airport lounges; or
(vi) refusing to follow reasonable instructions from any Qantas Group Company staff or the staff of any oneworld Alliance Airline, Airline Partner, Qantas Interline Airline or Non-airline Partner.

FOI doesn't apply to private companies.

But under the privacy act you can request this from any company


2.2 On request by a Member and to the extent permitted or required by law, Qantas Loyalty will provide that Member with access to and the ability to correct their personal information held by Qantas Loyalty. Only the Member named on the account will be entitled to access their Membership information. However, Qantas Loyalty does comply with validly served and executed court orders and subpoenas and cooperates with investigations by State, Federal and international agencies. Under those circumstances or where otherwise required by law, a Member's account information may be shared with others with or without that Member's knowledge or consent.

 

[Himeno]

Extract from the t&C
(vi) refusing to follow reasonable instructions from any Qantas Group Company staff or the staff of any oneworld Alliance Airline, Airline Partner, Qantas Interline Airline or Non-airline Partner.

Wait, does that mean I could get someone removed from the QFF program?

 

[JessicaTam]

I know my profile says that I have had some catering failures, I like wine :shock: and that I prefer to be called by my first name.

 

[williamsf1]

Wait, does that mean I could get someone removed from the QFF program?

No idea what you do .... but in theory YES !

 

[MEL_Traveller]

Wow, there you go! I wonder if anyone's suffered any consequences after behaving badly on a flight? Like if you're "tagged" somehow?

As others have said, if the incident is serious passengers will be advised of the airline's intentions - for example to ban them from future travel. The latest public example of this was the Jetstar Bali diversion. If the airline is going to take action they'll do so fairly quickly, and the passenger will know about it.

 

[Daver6]

FOI doesn't apply to private companies.

Qantas is a public company though. Or do you mean it doesn't apply to non-government agencies? (Not being a w@nker, serious question as this is far my area of expertise )

 

[Boca68]

I can't comment on Qantas and thier notes on Frequent Flyers.

But, years ago I worked for a major international hotel chain (no not that one, think of being high and where you are at ) . Well, the stories I could tell you. We kept almost every detail of the high end clients. Preferred rooms (obvious), food, drinks, wake up calls, airlines, cigarettes even, linen, dry cleaning, if they had unannounced extra 'guests' (wink). Also coded comments on thier demeanour and personality. Codes were generally just acronyms. Nothing too sinister.

Some clients, the list was a dozen pages long. But, you would have the other extreme, where they were very private and there was not much info.

Maybe the CSM's at QF would have access to something similair. But the profiles on the Ipads would be limited, due to as some have stated, they have caught a glance at them whilst flying.

 

[Shamrock55]

From what I have been shown its just very similar to what you can edit in your FF profile...window seat preference, first name, certain allergies etc. They always know when I am about to connect back to NZ or further afield which is handy, but doenst seem to ahve the depth of many CRM systems like SalesForce etc where you would try note down every single useful nugget of info (as shown in the post above showing what hotel's try and capture)

The type of iPad app does seem to vary between domestic and international no?