Does RedRoo still grace us..

[mviy]

but given QF need to fix things like ridiculous call wait times

They don't seem to be making much if any progress on that. It seems that just about every day they use the excuse on FaceBook of having "high call volumes". They should be able to expect these volumes by now and know that they need more people answering the phones to get the waits to acceptable levels for those who don't hold WP or above status, but it seems like they don't want to put on the staff needed to do this.

It would be nice if a RedRoo of some sort came onto AFF again.

 

[kpc]

She was also at a non-AFF function (but many who were there are on AFF) tour of BNE maintenance in 2015 with the A330 refit going on. She took time out on her weekend to organise to come up there and see a lot of people. It wasn't just a 9-5 job for her.

Yes she was indeed and she flew back to Syd on the same flight as me....very nice lady to interact with and was always forthright and honest with my comments / requests. I PMed the Red Roo account twice in October last year but got absolutely no response.

 

[dajop]

Shame that these things come and go, I guess facetwit is prioritised, and takes up most of the time of the QF social media team, as it reaches a broader section of the customer base than AFF. Of course this is following the trend set by Virgin ... before they became Virgin Australia we had a lot of "crazy"ness from a DJ insider too, that has not been replicated by a formal presence from VA now. In both cases of RedRoo and DJ, when you have passionate people involved it really stands out.

 

[Virgin Bart]

Do any mods have more of an idea of what's going on?

 

[serfty]

Do any mods have more of an idea of what's going on?

You have the info that the mods have in post #8 ... it may be Qantas you need to ask or further stuff.

 

[trippin_the_rift]

It's the people behind the company who make the brand great. The person we're referring to as Red Roo was a true asset to Qantas.

In fact, I wouldn't consider her position as social media. It was more like a frequent flyer advocate. An internal person who advocates for customers to get **** done. Large enterprises need more of this, and I echo the sentiment in this thread she will be greatly missed on AFF.

In contrast, new enhanced Red Roo appears cold, disinterested and perhaps nothing but a PR / "Social Media Outlet Device."

 

[Virgin Bart]

You have the info that the mods have in post #8 ... it may be Qantas you need to ask or further stuff.

Thanks, serfty. Appreciate it.

 

[clazman]

Should we start a campaign "Bring Back Red Roo"

 

[QF WP]

The former iteration of Red Roo was a star - went way beyond her job both in time and effort. I had the pleasure in talking to her a lot in my AFF dealings with QF and was gob-smacked when she rang to say she'd been made redundant. I was able to spend her last day on the job with her (the new Pilots Uniform launch in Sydney last year). I've had the pleasure of maintaining a post-QF contact with her.

serfty correctly set out the current position up thread. There is still a QF presence but it is spread amongst a number of people in QF Comms (based in SYD HQ) and they are still assessing their future social media plans, so we are yet to find out what level of contact they will have with us (as we compete with FB, Instagram and Twitter etc). I can confirm this point as I discussed it with a senior QF exec this afternoon who has regular contact with the Comms team. I am hoping to visit the Comms team on my next trip to SYD (with the senior exec) to introduce myself.

 

[samh004]

I've met a she RR and a he RR. Both very nice and a shame that their contribution has disappeared. Almost contrary to modern trends. Weird.

As have I.

Looking forward to the future.

 

[MEL_Traveller]

Personality of particular Red Roos aside (and 'thumbs down' to redundancy)... the presence of an airline rep on a forum is a double edged sword. There's a balance between the assistance of a rep to benefit forum members as a whole, vs the forum being able to share tips, tricks and tales and not have those shut down because the rep reports back to management.

I think an airline has to provide a serious contribution to outweigh the 'tips and tricks' conundrum.

 

[Deleted member]

Haven't seen Red Roo as a "browser" for quite a while, let alone contributing....

Maybe there is now an anonymous on line presence, negating the need for assistance to AFF'rs.

 

[RooFlyer]

Personality of particular Red Roos aside (and 'thumbs down' to redundancy)... the presence of an airline rep on a forum is a double edged sword. There's a balance between the assistance of a rep to benefit forum members as a whole, vs the forum being able to share tips, tricks and tales and not have those shut down because the rep reports back to management.

I think an airline has to provide a serious contribution to outweigh the 'tips and tricks' conundrum.

Another balance to achieve I believe is not only to be the bringer of good corporate news and to helping 'obvious' cases of pax who have had the rough end of the pineapple, but to respond to respectfully asked queries about negative aspects of QF policies and questions about the application of policies (for instance where a situation is unclear when reading the black-letter).

During my time on AFF I don't think that balance has ever been achieved. The help given to certain wronged pax made up for that to a certain extent, but when they just hand out the sweeties without occasionally addressing the other side of the coin has been very disappointing.

 

[QF WP]

I've passed on your comments to former Red Roo. I'm sure she'll be chuffed that you miss her. Now this is 3 Red Roo's that I have outlasted...

 

[Buzzard]

I have had the pleasure of meeting Ms Red Roo on a number of occasions and I must say what a lovely lady she was.
I miss Red Roo.

 

[RichardMEL]

Another balance to achieve I believe is not only to be the bringer of good corporate news and to helping 'obvious' cases of pax who have had the rough end of the pineapple, but to respond to respectfully asked queries about negative aspects of QF policies and questions about the application of policies (for instance where a situation is unclear when reading the black-letter).

During my time on AFF I don't think that balance has ever been achieved. The help given to certain wronged pax made up for that to a certain extent, but when they just hand out the sweeties without occasionally addressing the other side of the coin has been very disappointing.

IMHO the position, being with Corp Comm/Marketing etc is caught in a hard spot. I am sure unofficially they(whoever wears the hat) would love to respond to negative stuff but officially they probably have to do the corporate thing. I agree it was often frustrating to often not even respond in various threads even to indicate that perhaps international notification of issues or something had been made or whatever, but just because they didn't always post doesn't mean they didn't try either(I have no knowledge either way of how any particular RR acted in this respect).

To MEL-Travellers point about sharing of tips and tricks and if a public RR is around or not - don't for a second think that even if we don't see an "active" official presence that they're not out there reading and aware. It would be naive to think that IMHO. Short of a totally private group where each and every member is personally accounted for, and access to posts is secured, you have to expect ANY and ALL posts on a public forum like this are going to be viewable by everyone, including various corporate people. Google indexes it all so really I am sure even a couple of minutes with google would give anyone what they wanted if they weren't already viewing such forums as AFF, FT, those "points hacks" type sites and all the rest.

I actually pity those people tasks with having to look after responding to the rants on the QF facebook/twitter feeds - while the ones about call wait times are justified, but some of the other cough I read on there from time to time makes my head hurt.... but that's just me.

 

[MEL_Traveller]

IMHO the position, being with Corp Comm/Marketing etc is caught in a hard spot. I am sure unofficially they(whoever wears the hat) would love to respond to negative stuff but officially they probably have to do the corporate thing. I agree it was often frustrating to often not even respond in various threads even to indicate that perhaps international notification of issues or something had been made or whatever, but just because they didn't always post doesn't mean they didn't try either(I have no knowledge either way of how any particular RR acted in this respect).

To MEL-Travellers point about sharing of tips and tricks and if a public RR is around or not - don't for a second think that even if we don't see an "active" official presence that they're not out there reading and aware. It would be naive to think that IMHO. Short of a totally private group where each and every member is personally accounted for, and access to posts is secured, you have to expect ANY and ALL posts on a public forum like this are going to be viewable by everyone, including various corporate people.

But that's probably why an important reference group/third party endorser should be given a resource that is more closely positioned with senior management... and able to say to the relevant departmental head 'hey, this is a strategic issue that needs answering'.

Agree everything is public... but that's also different from being an active member where you get email notifications and perhaps visit the site a bit more regularly than you might have otherwise.

 

[TheInsider]

I think the majority of their 'Social Media' team are now based in Auckland, where the call centre is.

I actually think the online chat function may now be based in MNL.

 

[Bugalugz]

I actually think the online chat function may now be based in MNL.

That would make sense, they are absolutely friggin useless, when I asked him to call me...oh I cannot do that please phone 13 13 13

However their Facebook messenger team is pretty good, 24/7 too. I've had them change a flight for me and sort some stuff out after a downgrade from 737 J to F100 so they fixed me up with a flight the next day.

 

[Virgin Bart]

Mods, following four pages of discussions I think I understand correctly that I shouldn't expect a response from RedRoo to a PM?