Is this fair?

[Princess Fiona]

Lovely FM, I'd be totally won over. Whenever I receive flowers from a patient or their relatives I turned to mush. It's a simple but elegant gesture, here's hoping it translates to a commitment to great service

 

[maninblack]

I just booked in J on another well known airline which is about 99% as good as QF F and with the money I saved I bought myself a room full of flowers, a case of Krug a case of Hennessy XO and a new Omega Speedmaster.

 

[Flying mermaid]

Lovely FM, I'd be totally won over. Whenever I receive flowers from a patient or their relatives I turned to mush. It's a simple but elegant gesture, here's hoping it translates to a commitment to great service

Maybe it is a female thing, but it really does evoke an emotional response and feels so much more sincere than a bottle of wine or points! As I have said a number of times the people I speak to in loyalty and customer care really seem to be committed to better service - maybe it just needs time to filter through (or maybe someone to do an organisational audit to see where things are going wrong).

 

[MEL_Traveller]

Maybe it is a female thing, but it really does evoke an emotional response and feels so much more sincere than a bottle of wine or points! As I have said a number of times the people I speak to in loyalty and customer care really seem to be committed to better service - maybe it just needs time to filter through (or maybe someone to do an organisational audit to see where things are going wrong).

Maybe an audit is a good idea. One the one hand there are some in Qantas who excel in service recovery, but perhaps an 'audit' needs to look at the root causes?

Why is there a delay in informing passengers they have been downgraded? Why is there a reluctance (even refusal) to explain how refunds are calculated in the event of an involuntary downgrade? (The latter is a particular sticking point... whatever the outcome, it's the lack of transparency leading up to the event, and immediate handling after the event, that detracts from the attempted service recovery later.)

 

[Flying mermaid]

Service recovery is great, but at the end of the day you just don't want to keep having problems. Audits need to be done well - I have seen too many where they just work out what management want to hear and then skew them around that. A good audit would be excellent - costs money though and Qantas don't seem to be into spending money, even though sorting out their service issues would save money in the long run.

Some new equipment wouldn't go astray either. Every airline I flew on in our last trip seemed to have new shiny planes except Qantas. Back to money and profitability though - maybe now Qantas has turned around things might get better, although the figures I saw in the news seemed to suggest they have lost huge market share in the last decade.

 

[Anna]

it really does evoke an emotional response

Maybe I am the Grinch but the emotion is not reciprocated by QF so don't get sucked in by it! Nice that they KWYA though