Downgraded from Business Class on Qantas due to "tech crew" [pilot] Travel Requirements

[Pushka]

Another quake last night but very shallow, and much closer being 71 kms away from epicentre. Almost same time as yesterday. I felt it as I was awake, but it didn't wake MrP. 4.2. Thanks Twitter.

 

[RichardMEL]

Twitter is now just X.
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Thought maybe the CSM on Pushka's QFd flight had instigated the survey.
In my many years of flying QFd, I have not had the survey.
Only when I did the midnight dep from MEL - AKL in Jul, that I had it, the dreaded survey that is.

Nice contradiction there - first you say you have "not" had the survey, then go on to say you DID have one - in the very next sentence! Are you sure?

no. They are random and totally automated. I've had a bunch so far this year. Probably every 4th or 5th flight at a guess. While I ignore them personally, I'd hardly say they are "dreaded" - while I do wonder how much impact these surveys have - as I imagine any results are summarised into average statistics regarding "customer satisfaction" - I do think they are a standard tool in the industry. I imagine the take up rate is pretty small though.

Some say that the airlines never "listen" to the customers - well these surveys are one way in which they do solicit feedback.

It is amusing that @Pushka received one - but I'm going to go with amusing coincidence.

 

[TheInsider]

Nice contradiction there - first you say you have "not" had the survey, then go on to say you DID have one - in the very next sentence! Are you sure?

no. They are random and totally automated. I've had a bunch so far this year. Probably every 4th or 5th flight at a guess. While I ignore them personally, I'd hardly say they are "dreaded" - while I do wonder how much impact these surveys have - as I imagine any results are summarised into average statistics regarding "customer satisfaction" - I do think they are a standard tool in the industry. I imagine the take up rate is pretty small though.

Some say that the airlines never "listen" to the customers - well these surveys are one way in which they do solicit feedback.

It is amusing that @Pushka received one - but I'm going to go with amusing coincidence.

These surveys provide front line managers with the feedback and also result in the NPS (Net Promotor Score), which is flashed around in the FY documents somewhere.

 

[Pushka]

. Pass.

 

[prozac]

. Pass.

View attachment 341135

Troublemaker. Seating in Y- ?

 

[NM]

Nice contradiction there - first you say you have "not" had the survey, then go on to say you DID have one - in the very next sentence! Are you sure?

Actually, what @AustraliaPoochie posted, and you quoted, is not inconsistent (my bolding below for clarity):

In my many years of flying QFd, I have not had the survey.

QFd implying Qantas Domestic flights.

Only when I did the midnight dep from MEL - AKL in Jul, that I had it, the dreaded survey that is.

While some might think MEL-AKL is a domestic flight, technically this is an international flight and hence not "QFd". So this is not inconsistent with the previous statement.

While I understand the invitation to participate in the surveys is generally random, there "may" be a way for someone to manually trigger it. I have received them in what would appear to be random selection, and have also received them for flights where service recovery was involved. May have been random, or may have been triggered by someone involved in the service recovery process (on-board CSM, customer service agent or other). Unless someone who works in these roles is willing to tell us, we can only draw our own personal conclusions regarding the survey selection process.

 

[DC3]

Nice contradiction there - first you say you have "not" had the survey, then go on to say you DID have one - in the very next sentence! Are you sure?

It’s okay, Poochie. Just keep hold of the bone

 

[Flashback]

Well if it helps make you feel better, BA is still reeling from the ATC issues UK had on Monday so they've compressed Club Europe on today's flight to 3 rows and every middle seat is filled. Not what we wanted for a 3 hour flight, but Mrs FB has to get back otherwise we would have agreed to push back a day or two.

 

[Pushka]

Well if it helps make you feel better, BA is still reeling from the ATC issues UK had on Monday so they've compressed Club Europe on today's flight to 3 rows and every middle seat is filled. Not what we wanted for a 3 hour flight, but Mrs FB has to get back otherwise we would have agreed to push back a day or two.

It must be an absolute mess in Europe right now.

 

[RichardMEL]

Good catch there @NM. Apologies to Poochie.

 

[RichardMEL]

@Pushka - re the bid to upgrade thing. Definitely get your feelings on this - I see the 44 is on a 737. ugh. not much advantage there even if one could get the upgrade (showing J3).

but a good customer service recovery would be to proactively upgrade you on SYD-ADL imo (if there are seats). Yeah I know it wouldn't happen, but I reckon it would show some care and genuine "We stuffed this up" make good.

 

[kangarooflyer88]

In related news:

American Will Start Upgrading Pilots Before Customers

American Airlines will start upgrading pilots to first class ahead of paying customers. Here's how this new policy works.

onemileatatime.com

 

[Pushka]

In related news:

American Will Start Upgrading Pilots Before Customers

American Airlines will start upgrading pilots to first class ahead of paying customers. Here's how this new policy works.

onemileatatime.com

I'd be fine with that as I wouldn't know it had happened. But once offered, especially within 24 hours then it shouldn't be removed. But it seems like Qantas EBA is far more favourable to pilots than AA.

 

[PineappleSkip]

Thankfully rare but I don't think in cabin downgrading is new. I remember a work colleague relating some years ago how he was told in his seat "I'm sorry Mr Potatohead, but we have two pilots who must fly, and they must fly in J, and you have the lowest status in the cabin, so we have to downgrade you." His EBA entitled him to J for the flight, but it seems QF's EBA trumps that

And downgrade him they did. He was on a full J fare and I'm sure the office claimed the involuntary downgrade refund.

 

[Pushka]

Thankfully rare but I don't think in cabin downgrading is new. I remember a work colleague relating some years ago how he was told in his seat "I'm sorry Mr Potatohead, but we have two pilots who must fly, and they must fly in J, and you have the lowest status in the cabin, so we have to downgrade you." His EBA entitled him to J for the flight, but QF's EBA trumps that

And downgrade him they did. He was on a full J fare and I'm sure the business claimed the involuntary downgrade refund.

And which we all know would not have been calculated in the passengers favour.

 

[Seat0B]

And which we all know would not have been calculated in the passengers favour.

Maybe the ACCC should look into this absolute rort as their next piece of consumer protection. I’ve been stung by it a couple of times with involuntary downgrades.

 

[N860CR]

But it seems like Qantas EBA is far more favourable to pilots than AA.

Assuming these were QantasLink pilots, it’s worth noting that the FO is on an annual salary of a little under $64,000pa. In the regional of a supermarket employee. If a seat in business class is one little perk they’re entitled to, I’d say it’s reasonable for them to get it.

 

[Pushka]

Assuming these were QantasLink pilots, it’s worth noting that the FO is on an annual salary of a little under $64,000pa. In the regional of a supermarket employee. If a seat in business class is one little perk they’re entitled to, I’d say it’s reasonable for them to get it.

And QP. But don't disagree with the principle it's the way Qantas does it that's been the issue from the get go.

 

[N860CR]

And QP. But don't disagree with the principal it's the way Qantas does it that's been the issue from the get go.

Yes, wasn’t entirely directed at you. We seemed to be going down the usual path of “why are crew in business class”.

Australia exists in its current form largely because of strong industrial laws. They’ve been watered down enough. If the agreement says business class, it means business class. The staff are more important than the passengers, especially when it comes to operational staff.

I do agree that qantas handled it poorly. But that’s a qantas customer service issue - an area they’re long proven to be weak on.

 

[kangarooflyer88]

Maybe the ACCC should look into this absolute rort as their next piece of consumer protection. I’ve been stung by it a couple of times with involuntary downgrades.

In the grand scheme of things this is nothing. The real concern they need to address are things like changes and cancellations made by airlines and how passengers are compensated for their wasted time, how passengers should be rebooked and what duty of care the airlines need to provide customers (i.e. hotels and meals). Whether legislators, the ACCC or the courts address this first remains to be seen.