Gold status, got bumped from flight to Bangkok. Colleagues who are Bronze status / not even QFF members are still on flight.

[RooFlyer]

What I will say having been elite on other airlines and alliances is they do take care of you in IRROPS.

I was "100K Super Elite" with Air Canada for a few years ( now that's how to name a status rung!!).

They had a concierge desk of at least two people in I think the eight major airports in Canada plus Heathrow and New York dedicated to tracking 100K SE people in and out of their airport and automatically transferring them to different flights etc if they were delayed. They would even do little errands for you like going back to security checkpoint if you thought you left something behind or getting something from the shop for you ready to pick up as you whizzed by. So not just a priority call centre, but actual people you can go and talk to.

A geographically appropriate reference

 

[SydneySwan]

We really need mandated compensation in Australia for cases where airlines bump passengers like this for reasons within their control. If you were flying in Europe, the airline may owe you €300-600 in this scenario.

Qantas have consistently proved themselves evasive and untrustworthy when it comes to compensation. A mandatory compensation scheme along the lines of the EU261 model is the only way to bring them to heel.

 

[aikman]

A mandatory compensation scheme along the lines of the EU261 model is the only way to bring them to heel.

Qantas has that risk covered with the Chairmans Lounge memberships.

 

[Happy Dude]

I hate to go all socialist but, really, everyone - irrespective of where they sit - should be entitled to good, if not excellent, customer service. Full stop

Everyone should be treated respectfully and dealt with fairly. It’s not a big ask and pretty basic stuff in a ‘service industry’.

As for offloads, the Company needs a consistent, easily accessible and understood, policy but it should be mitigated by families and groups staying together, or those having significant connections at destination, before pandering to those with status

Everyone should have easy access to Customer Service staff to resolve problems quickly

Loyalty status should entitle the holder to what is usually referred to as ‘perks’.

There’s certainly room for nuance but I’m not sure that status should automatically trample on the consumer rights of others

Whilst I'm sure no one would disagree with the sentiment here, or are suggesting bad service or fewer consumer rights for non-elites (that's a big leap from my comment), the reality is that loyalty tier-based service is a thing and it was created by the airlines themselves. It is, and should be, an undisputable 'perk'.

 

[MEL_Traveller]

Whilst I'm sure no one would disagree with the sentiment here, or are suggesting bad service or fewer consumer rights for non-elites (that's a big leap from my comment), the reality is that loyalty tier-based service is a thing and it was created by the airlines themselves. It is, and should be, an undisputable 'perk'.

When it comes to IRROPS or customer service, the ‘perk’ with status should be faster access to the call centre. Not the level of service, the solutions, or the knowledge of the operator.

I’m zero status with Air Canada for example, and yes, I have to wait for an hour to get through to the call centre… but once there I’m getting too-notch service, attitude, and solutions.

Status ‘perks’ shouldn’t be required to meet a baseline product offering, and that should carry though to every aspect of operations, including on board.

On a 14 hour flight, why only greet platinums? Everyone should in premium cabins should get a ‘hi, how are you, if there’s anything you need let us know’

 

[kangarooflyer88]

I was "100K Super Elite" with Air Canada for a few years ( now that's how to name a status rung!!).

They had a concierge desk of at least two people in I think the eight major airports in Canada plus Heathrow and New York dedicated to tracking 100K SE people in and out of their airport and automatically transferring them to different flights etc if they were delayed. They would even do little errands for you like going back to security checkpoint if you thought you left something behind or getting something from the shop for you ready to pick up as you whizzed by. So not just a priority call centre, but actual people you can go and talk to.

The AC concierges are also available to those travelling in J on AC too. In particular, I used them flying back from Canada to Australia last year as I wanted to check my bag for my flight 10 hours prior to departure. The concierge greeted me and agreed to drop the bag off at the counter when check-in opened. I have a colleague who is an AC SE and has taken advantage of the concierge on numerous occasions from ensuring her J seat was configured correctly before she boarded the plane to cancelling a trip that went sideways due to weather.

And this is one of the things I maintain is different about North American culture versus Australian culture - there is a spirit of customer service. If I fly out of Minneapolis or Vancouver there are people around to help you out. Meanwhile if I'm in Sydney or Perth, I'm on my own. Sure I suppose I can talk to an agent at a lounge, but they aren't out there and in your face like in airports in the Americas.

-RooFlyer88

 

[Happy Dude]

When it comes to IRROPS or customer service, the ‘perk’ with status should be faster access to the call centre. Not the level of service, the solutions, or the knowledge of the operator.

On a 14 hour flight, why only greet platinums? Everyone should in premium cabins should get a ‘hi, how are you, if there’s anything you need let us know’

Where there are multiple solutions, such as in the OP's case, the elite's preference should be prioritised over non-elites, and the elite should be further down the bump pecking order too. Clearly, status is or should have been a factor in the solution. Otherwise the status references in the thread title should be removed and we can just discuss QF's handling of it. It'd help with setting our expectations going forward.

As for cabin greetings, perhaps they do it for elites because they know which side their bread is buttered. Not offering it to non-elites doesn't equate to worse service nor do elites without egos see it as a 'perk'.

 

[Quickstatus]

seat selection is complimentary

Of available/visible seats.
Not all vacant seats are available nor visible for complimentary selection

 

[MEL_Traveller]

Where there are multiple solutions, such as in the OP's case, the elite's preference should be prioritised over non-elites, and the elite should be further down the bump pecking order too. Clearly, status is or should have been a factor in the solution. Otherwise the status references in the thread title should be removed and we can just discuss QF's handling of it. It'd help with setting our expectations going forward.

As for cabin greetings, perhaps they do it for elites because they know which side their bread is buttered. Not offering it to non-elites doesn't equate to worse service nor do elites without egos see it as a 'perk'.

In this case the outcome wasn’t bad. The OP arrived 2hrs20 later than their original schedule, and saved the connection via SYD. Potentially the non-stop flight may have been considered a benefit given the much later departure time.

 

[Viridis]

In this case the outcome wasn’t bad. The OP arrived 2hrs20 later than their original schedule, and saved the connection via SYD. Potentially the non-stop flight may have been considered a benefit given the much later departure time.

On a LCC ….. I think not.

These products are not the same & should not be equated.

 

[jrfsp]

On a LCC ….. I think not.

These products are not the same & should not be equated.

This is true, JQs product is probably more compelling.....

 

[dajop]

On a LCC ….. I think not.

These products are not the same & should not be equated.

Once in board the aircraft, what are the big differences, assuming you have a bundle that includes 2x meals?

 

[jrfsp]

Once in board the aircraft, what are the big differences, assuming you have a bundle that includes 2x meals?

Cant resist......Newer aircraft, more modern entertainment system, friendlier crew, quicker service this is for JQ i assume.....

 

[Viridis]

Once in board the aircraft, what are the big differences, assuming you have a bundle that includes 2x meals?

No idea. Never travelled JQ. But I’m guessing seat pitch to start with ……

 

[jase05]

Once in board the aircraft, what are the big differences, assuming you have a bundle that includes 2x meals?

Not sitting in a row of 3 for starters

 

[dajop]

Not sitting in a row of 3 for starters

That’s function of these specific flights. It’s not a characteristic of LCCs vs non-LCCs. I’m doing MEL-SIN next week on QF and guess what? Sitting in a row of 3. I flew down on SQ and most of the cabin was in rows of 3. (Due to my partner status we had a row of 2 exit row seats but that is not the norm. )

 

[jase05]

That’s function of these specific flights. It’s not a characteristic of LCCs vs non-LCCs. I’m doing MEL-SIN next week on QF and guess what? Sitting in a row of 3. I flew down on SQ and most of the cabin was in rows of 3. (Due to my partner status we had a row of 2 exit row seats but that is not the norm. )

But we are talking about the OP’s situation here and they went from Y on a 2-4-2 A330 to a 3-3-3 in JQ.
As we fly as a couple if we had to fly in Y we would refuse any configuration that has 3 seats in the row unless we were able to book a comfort seat so in this case being shunted on to JQ would be totally unacceptable. Everyone is different though

 

[Quickstatus]

Once in board the aircraft

Getting on board is the first challenge. Sometimes getting on board occurs after the original return trip

 

[dajop]

Getting on board is the first challenge. Sometimes getting on board occurs after the original return trip

That never of course happens with full service carriers.

Hang on what is this thread all about?

 

[Quickstatus]

Hang on what is this thread all about?

about how an airline enhances recovery with a low cost option