Is Qantas Actually Listening?

[MEL_Traveller]

Totally agree about the safety record but I think a lot of people these days care more about saving $100 and fly GA or MH if possible, until something happens and then...
The 2nd thing that separates QF from the rest is the best customer service in the business.
I got a harsh reminder of how bad it can be after trying to reach TK in the last couple of days, to no avail. Endless waiting on the phone and emails were ignored so far.
Many other great airlines have terrible customer service and I really hope QF will not join this dubious club.

ummm... you're a platinum 1... many people I know at bronze level have to wait in excess of 20-30 minutes to get through to the call centre (as happened to a friend of mine the other night after their flight was cancelled).

that would almost be acceptable... except the website doesn't allow you to book a whole range of stuff and so you need the assistance.

 

[medhead]

Totally agree about the safety record but I think a lot of people these days care more about saving $100 and fly GA or MH if possible, until something happens and then...

Well, my first MH flight taken during May was ~20% lower, booked before MH370. It was a direct non-stop flight, in one direction is was a day time flight. By comparison Qantas wanted me to fly to ADL-MEL, possibly arriving after the lounge was closed to connect onto a 2am EK flight to KL. The return also involved a late night departure on EK via MEL back to ADL. I would have paid for a QF codeshare on the direct MH flights, but Qantas didn't want to offer that option. Money is not the only issue.

As for best customer service ever, I present to you Linda at the SYD international transfer desk. Rude is the nicest word I can use.

 

[boomy]

Well, my first MH flight taken during May was ~20% lower, booked before MH370. It was a direct non-stop flight, in one direction is was a day time flight. By comparison Qantas wanted me to fly to ADL-MEL, possibly arriving after the lounge was closed to connect onto a 2am EK flight to KL. The return also involved a late night departure on EK via MEL back to ADL. I would have paid for a QF codeshare on the direct MH flights, but Qantas didn't want to offer that option. Money is not the only issue.

As for best customer service ever, I present to you Linda at the SYD international transfer desk. Rude is the nicest word I can use.

In your case, you had no choice. You couldn't fly QF to your destination due to logistic issues.
I was talking about people who have a choice of airlines but when it's time to decide which one to choose, they look only at the price because it's easy to ignore something you can't see or feel, like safety.
Regarding customer service, QF surely has it's rotten seeds but generally speaking, the vast majority of agents are outstanding.

 

[Cossie]

For various reasons I wasn't going to post anymore, but before I go, kudos to Qantas QF10 on the overnight flight from Dubai into Melbourne this morning, completely different experience to QF10 six or so weeks ago when I was less than impressed, (although when I posted about this at the time on another thread I was told that I got what I paid for, so what more should I expect ).

Personal greeting from CSM, offered express card without asking, was told how important WP's are to the airline and if there is anything else that could be done, please ask, (which I didn't need to take advantage of).

Baggage was one of the first off (I know this isn't a Qantas issue, but I was impressed none the less).

Staff were were friendly and helpful, so 'yes ', maybe they are listening.

Ciao

 

[whatmeworry]

As a point of reference, 3 of the top 5 most liked threads relate to changes made to the QFF program. So I guess QF is not listening and doesn't care.

• [h=5]The totally off-topic thread[/h] liked: 10384 times
  
• [h=5]Heads up about program changes[/h] liked: 3888 times
  
• [h=5][Confirmed] QF removing [cheap] ASAs [from web booking engine Jun 26] was 10April[/h] liked: 2436 times
  
• [h=5]Has anyone had success with the call-up "Marginal" xASA's?[/h] liked: 2396 times
  
• [h=5]Ask The Pilot.[/h] liked: 2195 times

 

[Joshua]

I still find it funny when people bang on about QF and safety but what metric are they really using to justify their 'beliefs'? No one is actually presenting any evidence besides 'safety record' which frankly is sort of meaningless to future events and isn't the best anyway. Living on the other side of the world I have read a couple airline safety awards articles, mostly EU based like LH and AY however CX and NZ were in the top 2 or 3. QF didn't even make the list!!

Money is not the only issue.

As for best customer service ever, I present to you Linda at the SYD international transfer desk. Rude is the nicest word I can use.

Money is hardly the issue. Between QFi and their 3 destinations and VA's global alliance of 4 airlines, I sometimes think it suits our culture well. But useless for the few of us who actually need to, um, travel.

Linda wasn't that bad, I got a xenophobic & racist on the qf reservations line a week or 2 ago. When I spoke to Linda I'm pretty sure she was mistaken but she didn't fight it, although maybe you softened her up?

QF is fine, it's just Australian.

 

[medhead]

I still find it funny when people bang on about QF and safety but what metric are they really using to justify their 'beliefs'? No one is actually presenting any evidence besides 'safety record' which frankly is sort of meaningless to future events and isn't the best anyway. Living on the other side of the world I have read a couple airline safety awards articles, mostly EU based like LH and AY however CX and NZ were in the top 2 or 3. QF didn't even make the list!!



Money is hardly the issue. Between QFi and their 3 destinations and VA's global alliance of 4 airlines, I sometimes think it suits our culture well. But useless for the few of us who actually need to, um, travel.

Linda wasn't that bad, I got a xenophobic & racist on the qf reservations line a week or 2 ago. When I spoke to Linda I'm pretty sure she was mistaken but she didn't fight it, although maybe you softened her up?

QF is fine, it's just Australian.

It is interesting that Safety was the only real difference between Qantas and other airlines I nominated in the survey, I received this week, about my last international flight.

True, Linda was probably just enforcing the rules. Shame about the rubbish excuse given. I'm probably most annoyed that I can't find those rules on the Qantas website.

 

[AustraliaPoochie]

Lucky MH is in OW, trying to book ADL to KUL on the MAS website, it won't have a QF flight code share flight #.
On the QF website, if I put in ADL to KUL, it would either as our colleague above said, get us to use EK via MEL, or go ADL (via SYD, and then SIN), and then a 3K from SIN to KUL.
If MH wasn't in OW, it would be hard to get a QF number on the ticket, aka EK, ei, no SC earnt on an EK flight number, just bare points only.
Wish that EK was in OW though, the fares for bookings on EK's website, can sometimes be a tad cheaper than on the QF website for fares to NZ, flying on EK metal, but booked at QF website.
Using LA as an example, QF is asking $309 from AKL to SYD on the website, flying LA. But on the LA website, its $149! LA being in OW, so just adding QFF # onto booking is a great thing. Save money and earn points & SC.

 

[mannej]

Lucky MH is in OW, trying to book ADL to KUL on the MAS website, it won't have a QF flight code share flight #.
On the QF website, if I put in ADL to KUL, it would either as our colleague above said, get us to use EK via MEL, or go ADL (via SYD, and then SIN), and then a 3K from SIN to KUL.
If MH wasn't in OW, it would be hard to get a QF number on the ticket, aka EK, ei, no SC earnt on an EK flight number, just bare points only.

No it wouldn't - QF8409 is direct between MEL and KUL with QF8408 going back the other way. Timings aren't great and it may include a longer than normal layover between flights, but it can be done.

Wish that EK was in OW though, the fares for bookings on EK's website, can sometimes be a tad cheaper than on the QF website for fares to NZ, flying on EK metal, but booked at QF website.
Using LA as an example, QF is asking $309 from AKL to SYD on the website, flying LA. But on the LA website, its $149! LA being in OW, so just adding QFF # onto booking is a great thing. Save money and earn points & SC.

Using LAN, you don't get as many SC's as using QF. Is it worth the premium for such flight, I am not so sure...

 

[SQ421]

Totally agree about the safety record but I think a lot of people these days care more about saving $100 and fly GA or MH if possible, until something happens and then...

But GA or MH aren't the only options (and are not the airlines kicking Qantas' cough!).

I don't feel any less safe flying on CX/SQ/EK/DL/NZ or VA. I've flown on EY/(and EY operated by 9W) and D7 in the last 8 weeks and have not felt an less safer on any of them than I would on QF.

And most of those airlines offer a better product at a sharper price than Qantas. Even when the price is comparable, the product and service tends to be better!

 

[QPProletarian]

Using LAN, you don't get as many SC's as using QF. Is it worth the premium for such flight, I am not so sure...

According to the chart, LAN doesn't have a 'Discount Economy' class so under the old rules would get more than on a QF saver - if it was an earning LAN bucket.
Frequent Flyer - Earning Points - Fly - Airline Partners

 

[mannej]

According to the chart, LAN doesn't have a 'Discount Economy' class so under the old rules would get more than on a QF saver - if it was an earning LAN bucket.
Frequent Flyer - Earning Points - Fly - Airline Partners

I wouldn't be surprised if that was an error, but fair enough.

 

[medhead]

No it wouldn't - QF8409 is direct between MEL and KUL with QF8408 going back the other way. Timings aren't great and it may include a longer than normal layover between flights, but it can be done.

View attachment 29704

Pretty sure the OP was making the point that if MH was not in Oneworld those codeshare flights would not exist. At least that is what was written before the bit you bolded.

 

[mannej]

Pretty sure the OP was making the point that if MH was not in Oneworld those codeshare flights would not exist. At least that is what was written before the bit you bolded.

That is not how it is written - the OP that I referenced makes it out as if you cannot get a QF codeshare to KUL even using the EK flights. That is not correct at all considering you are able to get a QF code to KUL.

 

[QPProletarian]

Edit: redacted.

Wouldn't be surprised if what is discussed on this board influenced some of the recent changes.

 

[nowmedia]

I really don't know what all this wah wah is about nuts in J! The other day I was offered a packet of CHIPS late afternoon in cattle on Qd. Even the crew member was embarrassed having to hand them out. I politely declined on the basis that I can't do chips without a beer and, yes you guessed it, the flight had departed at 30 seconds to 4pm so that wasn't going to happen.

On a brighter note I pretty well always get an exit row and a shadow on Qd even tho I work for a NFP and always book the cheapest fare available.

Despite hours of my life - that Ill never get back - filling out those QF surveys online and complaining about the lack of upgrades for committed customers Ive only ever got three upgrades in decades of flying QF - two of which were last year on Qi from cattle to prem just days after making plat. Furious that I got invited to the QF focus group the other week but was - you guessed it - flying at the time. It was my big moment to share...

 

[medhead]

That is not how it is written - the OP that I referenced makes it out as if you cannot get a QF codeshare to KUL even using the EK flights. That is not correct at all considering you are able to get a QF code to KUL.

Whoops, I shouldn't have used OP, wrong term. Sorry about that.

There are actually 2 ideas in the post.

The first is no QF codeshares on the direct MH flight ADL-KUL. As expressed in the first sentence.

Then there is discussion of the Qantas alternative via MEL with EK. The bit you bolded includes the words "hard to get", which mean that it does exist. If we also extend your bolded bit to include the beginning of the sentence, in blue, then it seems clear that the statement is that MH is the reason for the EK codeshare. Without MH in OW the QF codeshare on EK MEL-KUL would be "hard to get".

That's how I read it.

Lucky MH is in OW, trying to book ADL to KUL on the MAS website, it won't have a QF flight code share flight #.

On the QF website, if I put in ADL to KUL, it would either as our colleague above said, get us to use EK via MEL, or go ADL (via SYD, and then SIN), and then a 3K from SIN to KUL.

If MH wasn't in OW, it would be hard to get a QF number on the ticket, aka EK, ei, no SC earnt on an EK flight number, just bare points only.
Wish that EK was in OW though, the fares for bookings on EK's website, can sometimes be a tad cheaper than on the QF website for fares to NZ, flying on EK metal, but booked at QF website.
Using LA as an example, QF is asking $309 from AKL to SYD on the website, flying LA. But on the LA website, its $149! LA being in OW, so just adding QFF # onto booking is a great thing. Save money and earn points & SC.

 

[katiebell]

Packet of nuts in BA. Not served in a ramekin nor warmed.

warm cashews in a nice bowl on CX

 

[katiebell]

I'm sure QF do not listen and do not care. If they did they would not keep degrading the overall offering and adding to the list of enhancements to WP status which includes the following amongst others:


extra benefits now kick in at 2400 SC and not 2100 SC


loss of luggage allowance (was 4x32kg=128kg bags; now 60 kg in J)


lifting of benefits for SG and PS at same SC but no equivalent for WP


loss of MEL WP call centre


loss of CD to USA (it really does not cost that much: I just booking my own in LHR and it cost £40, i.e. similar to HEX and taxi)


decrease in quality of food and beverage in J on QFi


mis-selling of benefits (a biscuit and drink are not full service)


loss of spa access in LHR


loss of QFi routes (EK is not an alternative)


loss of SC in OW partner airlines, even when QF do not fly the route


downgrading of SC on flights (rather than rewarding higher fare classes with more SC)


constant spin with ‘enhancements’ that are always loss of benefits


Alan Joyce’s constant promises to choose the better of hte QF and EK options in every case but, in reality, always went for the EK option (see luggage, loss of PE seating on EK routes despite paying PE fares)


loss of QF metal to UK/Europe for anyone not flying from MEL or SYD


Such a shame when the crew have finally got the customer focus right


Other western airlines are managing to expand their networks: QF is one of the few that is contracting and I suspect that it is because it is not offering pax what they want rather than anything to do with costs in the business.


QF chose to cut routes, give away pax to EK (although my friends who fly EK dislike it intensely but do not have a QF option to choose QFi as they no longer fly from ADL, PER, BNE etc


there is no point in cutting the services provided to premium pax: we pay a lot of money for the seats and it is not unreasonable to expect the higher level of service, including meals, amenity kits, wines etc


Making the booking system for reward flights so difficult that we have to call for assistance to find J seat that is J on QFi and not just the QFd sector is just stupid.


QFi is now approaching the black hole and nearing the event horizon. Or perhaps they have already crossed it as we do not seem to have any response to our unhappiness with all the enhancments.

 

[Isochronous]

That is not how it is written - the OP that I referenced makes it out as if you cannot get a QF codeshare to KUL even using the EK flights. That is not correct at all considering you are able to get a QF code to KUL.

Try booking on the QF website originating in KUL. I haven't been able to get it to work!