Is Qantas Actually Listening?

[OATEK]

Whoops. That'll teach me to write while walking. In my defence I was also thinking about asking for objective statements. And it slightly works as an ironic pun.

Let you off this time...

 

[medhead]

Why would it? I don't follow your logic.

A premium airline would deliver consistent premium service, especially to the so called most frequent flyers. It clearly doesn't. It really isn't that hard to understand.

 

[Aussie_flyer]

I note qantas premium catering in y is a bag of potato chips on some flights.

 

[MEL_Traveller]

No problem with being described as a "fanboi". Qantas remains the Australian premium domestic airline - the occasional frustration - but surprisingly responsive when compared to other airlines around the world. Both service and professionalism is well above its domestic competitors. I tried Virgin for a while after I had stopped travelling as much - but soon realised that it was not the same standard as QF. Internationally QF struggles against its "government" funded competitors in pricing but certainly is equal to or better than other non government subsidised airline in service. As a frequent flyer, I have become accustomed to being greeted and welcomed and treated with an extra glass of wine from J class - even when flying on cheap tickets and the OW alliance gives additional benefits. But because QF has to act in a commercial environment, restricted by shareholding regulations and burdened by a myriad out dated industrial agreements - they have to make some hard commercial decisions. However, except for a bit of frustration at working out how to maximise status opportunities - I fail to see how all this criticism is justified. Just stop, think and compare them to most domestic services around the world and be grateful for such a carrier.

This is perhaps partly spoken from the eyes of a top tier status holder?

For the rest of us, there is no greeting, no glass of wine from a higher class, no PJs, no business class snacks, or headphones, or shadow seat.

 

[Steelo]

This is perhaps partly spoken from the eyes of a top tier status holder?

For the rest of us, there is no greeting, no glass of wine from a higher class, no PJs, no business class snacks, or headphones, or shadow seat.

Yes it is written from the point of frequent flyer - and I like many others enjoy the benefits that come from status - and when linked to the OW network they are excellent. However, I have also flown QF during periods when I had no status - or had lost status. I agree its much better being a WP or SG - but that's the whole point about being a frequent flyer - your experience should improve. Compared to most domestic airlines around the world - I believe QF rates up there with the best.

 

[MEL_Traveller]

Yes it is written from the point of frequent flyer - and I like many others enjoy the benefits that come from status - and when linked to the OW network they are excellent. However, I have also flown QF during periods when I had no status - or had lost status. I agree its much better being a WP or SG - but that's the whole point about being a frequent flyer - your experience should improve. Compared to most domestic airlines around the world - I believe QF rates up there with the best.

I disagree.

Providing service is free - all cabin crew should be equally committed to providing the same service standards to all pax. And the economy product should be good enough to stand on its own... not needing all the additional benefits to coax frequent flyers on to your services.

If you took away all the benefits offered to platinums on QF... you'd end up with an offering somewhat less than SQ offers as standard to all its economy pax.

Should that be the case?

And should premium pax on QF have to subsidise platinums in economy with wine and other amenities when the platnum has made a conscious decision to save money on a particular flight?

Should non-status members be forced into the upgrade lottery (with corresponding higher fares to be eligible) only to be booted out by a platinum (who again has decided to save money) at the last minute?

I think initiatives such as BA and CX offering cheap paid upgrades, or bidding for upgrades would actually attract my custom to them. At least i know I'm in with a fair chance.

 

[nlagalle]

I disagree.

Providing service is free - all cabin crew should be equally committed to providing the same service standards to all pax. And the economy product should be good enough to stand on its own... not needing all the additional benefits to coax frequent flyers on to your services.

If you took away all the benefits offered to platinums on QF... you'd end up with an offering somewhat less than SQ offers as standard to all its economy pax.

Should that be the case?

And should premium pax on QF have to subsidise platinums in economy with wine and other amenities when the platnum has made a conscious decision to save money on a particular flight?

Should non-status members be forced into the upgrade lottery (with corresponding higher fares to be eligible) only to be booted out by a platinum (who again has decided to save money) at the last minute?

I think initiatives such as BA and CX offering cheap paid upgrades, or bidding for upgrades would actually attract my custom to them. At least i know I'm in with a fair chance.

So should QF (or any other airline for that matter) NOT recognise their status pax then??

 

[JohnK]

I see the Qantas fanbois are grasping at straws with [-]objective[/-] subjective statements like "pure rubbish" and "childish attitude". Rather ironic really given that was the childish rubbish that passed as criticism when I was in year 3. I wonder why they're not able to make a point that would be valid outside the schoolyard. I guess because they don't actually fly with VA (self professed) they don't actually have a clue about VA.

I do fly with VA. Far too often for my liking.

Their lounges are average.

Food in lounges is ordinary.

Customer service patchy.

Service recovery poor and inconsistent. If my flight is going to be delayed by 1h 10m don't just send me an automated sms. Check that I can still make the connection on the same booking. And this isn't for future flights. This is a few hours before flight. The responsibility shouldn't be on me.

Onboard service is poor.

Flexible meals? Joke.

FAs are childish and more interested at looking pretty and giggling at one another.

All of the above is first hand experience. I know this does not mirror your experience but it doesn't mean that my experiences are any less relevant.

And I never said Qantas was perfect. Very inconsistent but when they get it right it is great.

 

[OATEK]

This is perhaps partly spoken from the eyes of a top tier status holder?

For the rest of us, there is no greeting, no glass of wine from a higher class, no PJs, no business class snacks, or headphones, or shadow seat.

Yes, this is an FF forum, and status perks are a key component of what brings people to these pages. But for QANTAS to claim they are a premium airline, they need to provide premium service to all pax. The stale mini-biscuits, or the very cold mini (largely taste-less) muffins for fare paying pax who have been lured with the advertising about all the included extras does not really cut it in my opinion. The EURO5 option on EasyJet last year was much better than most of what I get on QANTAS for an extra $20+.

 

[nlagalle]

Yes, this is an FF forum, and status perks are a key component of what brings people to these pages. But for QANTAS to claim they are a premium airline, they need to provide premium service to all pax. The stale mini-biscuits, or the very cold mini (largely taste-less) muffins for fare paying pax who have been lured with the advertising about all the included extras does not really cut it in my opinion. The EURO5 option on EasyJet last year was much better than most of what I get on QANTAS for an extra $20+.

I found the food no better on short haul BA flight to QF. Long haul SQ CX and QF have comparable food offering too.

 

[Aussie_flyer]

At least on virgin you can buy something else to eat on board if the free item is insufficient or unappealing. Best of both worlds

 

[MEL_Traveller]

So should QF (or any other airline for that matter) NOT recognise their status pax then??

sure... they are recognised with premium phone lines, premium check-in, lounges, and access to premium seats.

but the service element should be the same for everyone. we should all expect the best.

as for all the additional amenities... my take is pretty much that they should be paid for.

 

[medhead]

I do fly with VA. Far too often for my liking.

Their lounges are average.

Food in lounges is ordinary.

Customer service patchy.

Service recovery poor and inconsistent. If my flight is going to be delayed by 1h 10m don't just send me an automated sms. Check that I can still make the connection on the same booking. And this isn't for future flights. This is a few hours before flight. The responsibility shouldn't be on me.

Onboard service is poor.

Flexible meals? Joke.

FAs are childish and more interested at looking pretty and giggling at one another.

All of the above is first hand experience. I know this does not mirror your experience but it doesn't mean that my experiences are any less relevant.

And I never said Qantas was perfect. Very inconsistent but when they get it right it is great.

The lounges are inconsistent and limited in availability but the best is as good as any domestic Qantas lounge.


The food is the same as any domestic Qantas club.

Customer service on board is consistent. Customer service in the lounge is friendly, considered and welcoming.

On board service is consistent. On board meals are as good as the majority of the cough Qantas serves. It really gets me that anyone can complain about VA lounge food but then hold up a greasy, tasteless pasta dish as something special. That basically invalidates the comparison straight away.

Finally it is a joke to claim all va FAs are childish. You saw one childish gigging FA once under the old VA and suddenly all VA FAs ever are childish. Really?

 

[JohnK]

Try to name one substantive initiative of QFi in recent times that would attract a customer from Melbourne to choosing them over the many other leading airlines that serve my hometown.

A380 to the USA?

 

[medhead]

This is perhaps partly spoken from the eyes of a top tier status holder?

For the rest of us, there is no greeting, no glass of wine from a higher class, no PJs, no business class snacks, or headphones, or shadow seat.

Don't worry as one of the second class top tier passengers (plain old platinum) I am mostly ignored on Qantas flights.

There are a couple of very recent exceptions to that statement. That are in the "a swallow does not a summer make" category.

 

[nlagalle]

sure... they are recognised with premium phone lines, premium check-in, lounges, and access to premium seats.

but the service element should be the same for everyone. we should all expect the best.

as for all the additional amenities... my take is pretty much that they should be paid for.

and they are also recognised onboard... that's part of being a status pax.. It's no different to any other service industry. so if they give the WP's a bottle of water or a more personal greeting thats fine in my book.

 

[MEL_Traveller]

and they are also recognised onboard... that's part of being a status pax.. It's no different to any other service industry. so if they give the WP's a bottle of water or a more personal greeting thats fine in my book.

bottle of water - fine. Or offering a platinum first crack at meal choice.

but business class wines, headseats, amenity kits, PJs and food?

Qantas should move to a paid system for those services - like ANA does. You can buy an upgraded meal and a single glass of premium wine for $50 or something. That would be a fair way of doing it.

 

[nlagalle]

bottle of water - fine. Or offering a platinum first crack at meal choice.

but business class wines, headseats, amenity kits, PJs and food?

Qantas should move to a paid system for those services - like ANA does. You can buy an upgraded meal and a single glass of premium wine for $50 or something. That would be a fair way of doing it.

Why? it's small touches that show some small appreciation for someone who could spend literally weeks per year on a plane. Why should they suddenly charge you for it?

 

[MEL_Traveller]

Why? it's small touches that show some small appreciation for someone who could spend literally weeks per year on a plane. Why should they suddenly charge you for it?

because it's a service that hasn't been paid for, and they shouldn't need to offer extras just to bring normal economy class up to an acceptable level!

Anyone travelling in economy is there for one of two reasons... they either can't afford a higher class of travel, or they have made a decision they want to save money. in either of those cases they should be treated just as importantly as anyone else.

Status gains plenty of benefits already.

 

[nlagalle]

because it's a service that hasn't been paid for, and they shouldn't need to offer extras just to bring normal economy class up to an acceptable level!

Anyone travelling in economy is there for one of two reasons... they either can't afford a higher class of travel, or they have made a decision they want to save money. in either of those cases they should be treated just as importantly as anyone else.

Status gains plenty of benefits already.

Yes and you get that service and sometimes you might get a cherry on top too...

As someone who travel mostly in economy (work policy) and I am sure most other status pax are the same too, that we don't go and ask for J wine or ask for J headphones, but the csm, at their discretion have decided to look after the value pax. there is nothing wrong with that.

Sounds like sour grapes to me....