Is the problem with Qantas due to its Management ?

[tuppaware]

So I have been comparing Qantas with Air New Zealand.
I have taken a couple flights internationally with both in the last 6 months and to be honest I can't really complain too much about staff on either airlines.

BUT I have seen that the FA's just go that extra step on airNZ to make a flight enjoyable and a little fun without loosing a professional edge.

Rather then complain about particular elements of service it seems that the culture of airNZ workplace seems to be more customer focused- a true service orientated business and the staff are happy people that enjoy their work. Where often I see a QF FA more focused on making sure that my ipad is truly off rather then making a personal conversation with people.

But it seems that Qantas management perhaps doesn't create a secure workplace culture that is customer based?

 

[QF WP]

Oh come now Tuppaware, don't you believe what the CEO told us all this morning by email (well, I got it this morning) :shock::

All of us at Qantas are hard at work to make your journey more enjoyable than ever.

During 2009/2010 we had our best on-time performance in 15 years for both departures and arrivals, and our best international result for nine years. We are maintaining that industry-leading punctuality this year.

Over the coming months you are going to feel the difference in every aspect of your journey - whether it's in our lounges, inflight, or as you check in.

Right across our network we are investing in new and upgraded lounges, new inflight menus with more variety, improved menus in our Qantas Clubs, and Neil Perry-designed menus in our Domestic Business Lounges.

We are progressively bringing in new aircraft with the latest in-seat inflight entertainment on our domestic and Trans Tasman services. Our fleet of B747s will also be transformed with award winning A380 seats and interiors. Our First offering continues to set new world standards, with our First Lounge in Sydney now one of the most popular fine dining rooms in the city. Our Economy and Premium Economy seats are rated best in the world, and Premium Economy is now available to more destinations than ever.

Our network continues to grow to give you better connections and more destinations on your regional, domestic and international travel.

And of course, soon you will be receiving your invitation to experience our Next Generation Check-in. We are really proud of this new way to fly, and we hope you love it too.

Enjoy the journey

Alan Joyce
CEO Qantas Airways

 

[straitman]

Oh come now Tuppaware, don't you believe what the CEO told us all this morning by email (well, I got it this morning) :shock::

We have a spare copy of the email if anyone still needs one :!:




Sent from my iPhone using AFF Mobile

 

[drewbles]

Oh come now Tuppaware, don't you believe what the CEO told us all this morning by email (well, I got it this morning) :shock::

Aww and here I was thinking he was only telling me! It was personally addressed to me!

And the mention about being invited to experience the NGCI was great (considering I've already got the WP Q Chip card in my wallet).

Thanks again Mr Joyce.

 

[tuppaware]

I think its easy to innovate because it cost less to operate rather then innovate for a better experience .

 

[Nigelinoz]

Qantas must not consider me a valuable enough customer because my email doesn't have the

And of course, soon you will be receiving your invitation to experience our Next Generation Check-in. We are really proud of this new way to fly, and we hope you love it too

paragraph.

All of us at Qantas are hard at work to make your journey more enjoyable than ever.

During 2009/2010 we had our best on-time performance in 15 years for both departures and arrivals, and our best international result for nine years. We are maintaining that industry-leading punctuality this year.

Over the coming months you are going to feel the difference in every aspect of your journey - whether it's in our lounges, inflight, or as you check in.

Right across our network we are investing in new and upgraded lounges, new inflight menus with more variety, improved menus in our Qantas Clubs, and Neil Perry-designed menus in our Domestic Business Lounges.

We are progressively bringing in new aircraft with the latest in-seat inflight entertainment on our domestic and Trans Tasman services. Our fleet of B747s will also be transformed with award winning A380 seats and interiors. Our First offering continues to set new world standards, with our First Lounge in Sydney now one of the most popular fine dining rooms in the city. Our Economy and Premium Economy seats are rated best in the world, and Premium Economy is now available to more destinations than ever.

Our network continues to grow to give you better connections and more destinations on your regional, domestic and international travel.

In our 90th year, at Qantas we are looking forward to an even better future.

Enjoy the journey

 

[harvyk]

BUT I have seen that the FA's just go that extra step on airNZ to make a flight enjoyable and a little fun without loosing a professional edge.

I've had dragons on AirNZ flights, so they do exist...

My thoughts on AirNZ's product being better than QF's product is limited to trans-tasman flights, and there the selling point for me is their AVOD, although it's something QF are working to fix...

Whilst I have taken many more QF flights than AirNZ flights, I think the dragon vs angel ratio seems to be about the same... By the same token, there are airlines where I've only ever experienced dragons (AA), and airlines where I have only ever experienced angels (DJ) however my sample size of both those airlines is way too small...

So to answer the question, I don't think there is a problem per-say, as all airlines have their dragons, and all airlines have their angels. It's just pure luck what you will get on any flight.

 

[achw]

i have to say that i agree - i've been doing a fair bit of travelling with cathay lately - and my last flight was back with qantas. it's not that qantas is "bad" as such - it's just that cathay offer a better product. the point that others seem to go the extra step, whereas qantas just do the minimum required to do their job, is spot on. PLUS the cathay seats have fully flat bed, bigger tv screen, more movies, easy access to the aisle (with herringbone layout), and better food - it just baffles me why you would choose qantas over cathay?!

 

[QF WP]

An excellent summation, achw. Welcome to AFF and we look forward to more experiences and input from you .

 

[serfty]

Also, with T-T I have found the NZ based Jetconnect personnel who operate the flights tend to be a much more customer appreciative lot than those from QF mainline.

It may be a Kiwi thing.

 

[serfty]

Qantas must not consider me a valuable enough customer because my email doesn't have the

And of course, soon you will be receiving your invitation to experience our Next Generation Check-in. We are really proud of this new way to fly, and we hope you love it too

paragraph. ...

Myself and PG SWMBO scored the paragraph, NB daughter did not.

 

[tuppaware]

Myself and PG SWMBO scored the paragraph, NB daughter did not.

Havent got any emails :-(

 

[samh004]

I didn’t get an email

QP, soon to be Silver too.

I like the difference between Platinum and Silver headers

 

[harvyk]

Myself and PG SWMBO scored the paragraph, NB daughter did not.

I'm PS and I scored the paragraph.

I also scored an actual hand written (well computer typed, but it wasn't a form letter, far to personalised and talking about my specific experiences) and signed by pen (I can tell, there is an indent in the paper caused by the pen, unless they have a "pen signing machine" which also leaves the indents in the paper) response from QF in regards to some feedback I gave them a month ago.

 

[JetLagged]

i have to say that i agree - i've been doing a fair bit of travelling with cathay lately - and my last flight was back with qantas. it's not that qantas is "bad" as such - it's just that cathay offer a better product. the point that others seem to go the extra step, whereas qantas just do the minimum required to do their job, is spot on. PLUS the cathay seats have fully flat bed, bigger tv screen, more movies, easy access to the aisle (with herringbone layout), and better food - it just baffles me why you would choose qantas over cathay?!

Welcome to AFF, achw - hope you enjoy are inter-changes. What you will quickly realise is that not everything suits the same person, nor even has the same opinion of conditions on the same flight as another.

easy access to the aisle (with herringbone layout) - Cathay's heringbone layout is the ONLY reason I have not been willing to fly with them - it is purely a matter of choice - but being a 'arger than average' person, the lack of ease to sleep either on your side or on your back and turn between the two in the 'flying coffins'. To be fair, once Cathay finishes rolling our their new lay-out planes, I'm willing to give them a go long-haul.

Also, as my plane of choice is the A380, this is not an issue at all in J because even the window seat has easy access to the aisle, even when the aisle passanger has their bed fully extended.

fully flat bed - it is a major bug in current 747 range, but with the retrofit of MkII A380 seats, will be excellent - might even entice me back into flying SYD-LHR via HKG or BKK.

better food - can't comment on this one - mind you, the QF J and F menue is pretty good, and wine list well deserving its accolades - have heard the steam buns in the Cathay lounge are well worth a visit - so might try them soon....

Cheers, JetLagged

 

[moa999]

The one thing I like with Cathay is there separate/ combined Wine Menu for each flight with descriptions
- on my 3 recent flights one french and one aus/nz for both reds and whites, and no list was the same (although individual wines were repeated)

Whereas on Qantas you just get the big wine guide and have too individually look up what is on offer on each flight.

 

[dk4]

Enjoy the journey.

ENJOY is to Qantas, as ABSOLUTELY was to Ansett.

I must say that I no longer enjoy hearing it constantly, from QF staff.

 

[Paddy55]

fully flat bed - it is a major bug in current 747 range, but with the retrofit of MkII A380 seats, will be excellent - might even entice me back into flying SYD-LHR via HKG or BKK.

Cheers, JetLagged

I wonder how many times they'll announce the 747 J changes before they actually MAKE the 747 J changes? :evil::evil::evil:

Paddy

 

[TheInsider]

From a ground staff view there is a major issue with the airport management and upper management.

At the moment we are going through EBA discussions and QF are rejecting nearly every claim that we are putting to them. Some of them include:
3%-5% payrise - REJECTED
job security for the NGCI - REJECTED
end harrassment of staff when on sick leave - REJECTED
improve staff travel - REJECTED
improve access to leave - REJECTED (we have to bid for leave, and then in AUG we had to request out leave for MAR 2011 - FEB 2012), so over a year in advance we have to know what we are doing.
Increase Temp staff from 12mth contracts to 24mth contracts.


There are obviously more things, but don't have time at the moment. Not many happy ground staff at MEL at the moment.

 

[straitman]

I wonder how many times they'll announce the 747 J changes before they actually MAKE the 747 J changes? :evil::evil::evil:

Paddy

Seems to me that many businesses use this tactic these days.