Just complete a trip SYD-SIN-BNE-SYD and had to post after such a poor experience.
Was flying J class and on this routing to 'collect' a relative at SIN (for a week in BNE) who was flying LHR-SIN-BNE-SYD-LHR.
Once again, QF was an underwhelming experience characterised by delays, poor service, over-cautious risk management and no redundancy.
1. SYD-SIN QF1 A380-800 28.11.23 J class
Check in
As P used the F class check-in. This was a mistake. Passenger infront had packed a metal dector in their suitcase. When questioned proceded to un-pack device which had been dis-asembled into two large suitcases. Had a lenghty discussion with check-in staff member about what did and did-not have a battery. A second staff member joined discussion. Ultimately passenger repacked both suitcases and carry-on in their entirity with both staff members looking very bored and just watching. By this time myself and 2 other passengers where still waiting to check-in. Two other staff members sitting behind single open check-in counter made no movement to open a second counter.
When eventually approached counter was quizzed about short stay in SIN and purpose of flight. Denied requested F class upgrade using points althougth F class seats still available for purchase. Total time 20 minutes.
Rating: 1 star
Security
This was busy but reasonable well staffed. Laptops out but liquids in. One bag searched as worried shave cream >100mL. Had to point out volume on label. I have used this product for some time as since QF trashed hold baggage post COVID I only travel now with carry on. Have not been stopped before. Total time 15 minutes.
Rating: 2 star
Lounge
I had planned to work in the F class lounge prior to departure. As I sat down in the lounge my phone pinged with the first message from QF. This suggested that the flight had been cancelled and I should contact QF directly or my travel agent to rebook. F class lounge staff were flummoxed but then advised of a 'mechanical issue' that woudl delay departure by 4 hours. No apology, no regret and no further explanation was provided. No offer of a massage for those passengers incovenienced.
The A380 had been in Sydney since 06:30 that day. Why wait 14 hours to identify and fix 'the problem'? SYD is the home base of the fleet, whic they have operated since 2008, so parts and service should be a given. The aircraft actually pulled up at the gate at 17:00. All actvity around the aircraft appeared routine, so why wait another 3 hours? Interestingly, after having spent a total of nearly 7 hours in the lounge, all the QF international flights departring between 13:00 and 21:00 that day were delayed. This was a harbinger for later events and indicates the depths to which QF 'service' has fallen.
The food, normally a highlight of the F class lounge was disappointing. There were many staff but service slow and had to ask severel times for each item. Many staff appeared very young and had little or no knowedge to the food or drinks being served. Unless you like meat or heavily seasoned food, then your only choice is a salad and/or side serve of vegetables. Wine was good.
I had friends travelling on teh same flight as a party of 3 who were in the J class/QC lounge I visited this lounge for a few hours to speak to them. Actually looked fine and did not seem too busy despite all the delayed flights. Did not sample food or drink.
Rating: 3 star
Boarding
Boarding finally started at 19:40 (later than orgininal delay had indicated) and I was surprised to see four very sheepish looking pilots walk on just 5 minutes earlier. QF1 was certainly in no 'rush' to depart. Priority boarding was acknowledged.
Rating: 2 star
The flight
The delay meant that the aircraft was now taking off in forecast bad weather. As such there was initially some turbulance. This rapidly decreased to a point that any normal person or regular flyer would appreciate was appropraite to allow customers to access toilets and expect cabin service. No chance with this crew. They repeatedly turned on the seat belt sign at the slightest hint of any movement. This meant that most passengers could either drink, eat or go to sleep. The cabin crew repeatedly went to the front rows whio did received drinks and food, but never reached any further row back than row 2. As a result 'dinner' was finally served at 22:30 SYD time.
Was woken at 02:30 SYD time by cabing crew shouting and laughing at each other's jokes. Seriously? I was in 15K and would not select this seat again to try an reduce the amount of noise from the cabin crew.
Arrived 4 hours late into SIN: smooth landing but I felt really sorry for the passengers flying onto LHR.
Rating: 0 star
The food
Again, limited options if you do not like meat of heavily seasoned food. I had tomato soup as started which was served with the wrong topping. Would have been OK but had not been thoroughly heated, so parts were very hot and parts cold. Main course was a cauliflower dish which was again partly cold and hot. Wine was insufficiently chilled but the crew did massge some ice cubes for my water. As it was now middle of the night did not eat anything more.
Rating: 2 star
Overall rating: 2 star
2. SIN-BNE QF 52 A330-200 29.11.23 J class
Check-in.
As I was able to do this myself on the app, took seconds.
Rating: 5 star
Security.
Always a pain at SIN as still airside, but quicker than SYD, Laptops in but liquids out. 5 minutes.
Rating: 3.5 star
Lounge.
Used F class once opened at 15:00. Fantastic lounge, respectful staff, really attentive. Only had to order what I wanted once and was served immediately. Wines served at correct temperature. Plenty of non-meat and not heavily seasoned options. Food delicious. Showers excellent.
Received a second ping from QF. Guess what? Flight delayed 1 hour.
Rating: 5 star
Boarding.
Delayed (but at least the pilots turned up before the passengers this time), with appropriate priority.
Rating: 4 star
The flight.
As had eaten in lounge, just wanted to sleep so did not eat or drink on thsi flight at all. This A330 had only one toilet for the whole of J class and all the crew. This meant long queues throughout the flight.
Rating: 3.5 star (would have been 4.5 with another toilet).
Arrived 1 hour late.
Overall rating: 3 star
3. SYD-BNE QF525 B737-800 8.12.23 J class
Check-in.
Tried to check-in in QF Prioroty section. As was travelling with a relative who had an international connection was advised had to check-in in main hall. No explaation given as to why this was required. Although only one passenger in front of us, the check-in for this passenger took 15 minutes. Staff member the left counter to take a phone call. Returned 10 minutes later and continued to ignore us and talk on phone. Eventually we were allowed to check-in. Total time: 25 minutes.
Rating: 0 star
Security.
Quite a queue. Laptops put, liquids out, belts off. Total time 15 minutes.
Rating: 2 star
Lounge.
Accessed J class domestic lounge. Normally this is a nice place, large and in much better condition than SYD equivalent (which is a disgrace). Lounge was heaving with only a few spare seats. Breakfast good but coffee service slow. Received another ping from QF - yes, for third time in a row, flight delayed. Initially suggested a 30 minute delay.
Rating: 3.5 star
Boarding.
Totally disorganised and very slow. Little respect given to priority boarding.
Rating: 1 star
The flight.
Absolute no acknowledgement of delay or apology. Crew seemed totally bored. Once doors closed sat on tarmac for another 15 minutes 'waiting for paperwork'. How this was going to arrive with the doors closed remains a mystery. QF crew was placed in 1F. Taxied entire runway before taking off. Despite short flight (65 minutes) arrived 55 minutes late.
B737s really dated and why no coat hooks or A/V? Only good aspect was wifi which worked the best ever on this flight - really quick.
Rating: 3 star
The food.
As we were in 3A and C, prefered option 'gone'. Egg and bacon roll was actually surprisingly good. If you were not happy with bacon, though, you would have gone without. Did not have any alchohol but had to ask three times for a top-up of water.
Rating: 4 star
Overall rating: 2.5 stars
In summary
QF have no sense of urgency or customer service. Timetables are now just a suggestion of when you might hope to depart and arrive. You have to now assume a 24 delay and factor this in to all your bookings. Staff, both ground and, for the first time in my experience, air crew, now feel you should consider yourself lucky to be flying at all and ceratinly not expect to be treated with respect and to arrive on time having had a good meal and appropriate rest. We are continally told to treat crew with respect - what about paying passengers?
Needless to say, no response to my complaints to QF.
So, Singapore Airlines beckons.
As an addendum, my relative was flying BA. In contrast to QF, all BA flights on time or early, food and wine excellent, modern or renovated aircraft, young and enthusiastic crew who seemed eager to serve.
Was flying J class and on this routing to 'collect' a relative at SIN (for a week in BNE) who was flying LHR-SIN-BNE-SYD-LHR.
Once again, QF was an underwhelming experience characterised by delays, poor service, over-cautious risk management and no redundancy.
1. SYD-SIN QF1 A380-800 28.11.23 J class
Check in
As P used the F class check-in. This was a mistake. Passenger infront had packed a metal dector in their suitcase. When questioned proceded to un-pack device which had been dis-asembled into two large suitcases. Had a lenghty discussion with check-in staff member about what did and did-not have a battery. A second staff member joined discussion. Ultimately passenger repacked both suitcases and carry-on in their entirity with both staff members looking very bored and just watching. By this time myself and 2 other passengers where still waiting to check-in. Two other staff members sitting behind single open check-in counter made no movement to open a second counter.
When eventually approached counter was quizzed about short stay in SIN and purpose of flight. Denied requested F class upgrade using points althougth F class seats still available for purchase. Total time 20 minutes.
Rating: 1 star
Security
This was busy but reasonable well staffed. Laptops out but liquids in. One bag searched as worried shave cream >100mL. Had to point out volume on label. I have used this product for some time as since QF trashed hold baggage post COVID I only travel now with carry on. Have not been stopped before. Total time 15 minutes.
Rating: 2 star
Lounge
I had planned to work in the F class lounge prior to departure. As I sat down in the lounge my phone pinged with the first message from QF. This suggested that the flight had been cancelled and I should contact QF directly or my travel agent to rebook. F class lounge staff were flummoxed but then advised of a 'mechanical issue' that woudl delay departure by 4 hours. No apology, no regret and no further explanation was provided. No offer of a massage for those passengers incovenienced.
The A380 had been in Sydney since 06:30 that day. Why wait 14 hours to identify and fix 'the problem'? SYD is the home base of the fleet, whic they have operated since 2008, so parts and service should be a given. The aircraft actually pulled up at the gate at 17:00. All actvity around the aircraft appeared routine, so why wait another 3 hours? Interestingly, after having spent a total of nearly 7 hours in the lounge, all the QF international flights departring between 13:00 and 21:00 that day were delayed. This was a harbinger for later events and indicates the depths to which QF 'service' has fallen.
The food, normally a highlight of the F class lounge was disappointing. There were many staff but service slow and had to ask severel times for each item. Many staff appeared very young and had little or no knowedge to the food or drinks being served. Unless you like meat or heavily seasoned food, then your only choice is a salad and/or side serve of vegetables. Wine was good.
I had friends travelling on teh same flight as a party of 3 who were in the J class/QC lounge I visited this lounge for a few hours to speak to them. Actually looked fine and did not seem too busy despite all the delayed flights. Did not sample food or drink.
Rating: 3 star
Boarding
Boarding finally started at 19:40 (later than orgininal delay had indicated) and I was surprised to see four very sheepish looking pilots walk on just 5 minutes earlier. QF1 was certainly in no 'rush' to depart. Priority boarding was acknowledged.
Rating: 2 star
The flight
The delay meant that the aircraft was now taking off in forecast bad weather. As such there was initially some turbulance. This rapidly decreased to a point that any normal person or regular flyer would appreciate was appropraite to allow customers to access toilets and expect cabin service. No chance with this crew. They repeatedly turned on the seat belt sign at the slightest hint of any movement. This meant that most passengers could either drink, eat or go to sleep. The cabin crew repeatedly went to the front rows whio did received drinks and food, but never reached any further row back than row 2. As a result 'dinner' was finally served at 22:30 SYD time.
Was woken at 02:30 SYD time by cabing crew shouting and laughing at each other's jokes. Seriously? I was in 15K and would not select this seat again to try an reduce the amount of noise from the cabin crew.
Arrived 4 hours late into SIN: smooth landing but I felt really sorry for the passengers flying onto LHR.
Rating: 0 star
The food
Again, limited options if you do not like meat of heavily seasoned food. I had tomato soup as started which was served with the wrong topping. Would have been OK but had not been thoroughly heated, so parts were very hot and parts cold. Main course was a cauliflower dish which was again partly cold and hot. Wine was insufficiently chilled but the crew did massge some ice cubes for my water. As it was now middle of the night did not eat anything more.
Rating: 2 star
Overall rating: 2 star
2. SIN-BNE QF 52 A330-200 29.11.23 J class
Check-in.
As I was able to do this myself on the app, took seconds.
Rating: 5 star
Security.
Always a pain at SIN as still airside, but quicker than SYD, Laptops in but liquids out. 5 minutes.
Rating: 3.5 star
Lounge.
Used F class once opened at 15:00. Fantastic lounge, respectful staff, really attentive. Only had to order what I wanted once and was served immediately. Wines served at correct temperature. Plenty of non-meat and not heavily seasoned options. Food delicious. Showers excellent.
Received a second ping from QF. Guess what? Flight delayed 1 hour.
Rating: 5 star
Boarding.
Delayed (but at least the pilots turned up before the passengers this time), with appropriate priority.
Rating: 4 star
The flight.
As had eaten in lounge, just wanted to sleep so did not eat or drink on thsi flight at all. This A330 had only one toilet for the whole of J class and all the crew. This meant long queues throughout the flight.
Rating: 3.5 star (would have been 4.5 with another toilet).
Arrived 1 hour late.
Overall rating: 3 star
3. SYD-BNE QF525 B737-800 8.12.23 J class
Check-in.
Tried to check-in in QF Prioroty section. As was travelling with a relative who had an international connection was advised had to check-in in main hall. No explaation given as to why this was required. Although only one passenger in front of us, the check-in for this passenger took 15 minutes. Staff member the left counter to take a phone call. Returned 10 minutes later and continued to ignore us and talk on phone. Eventually we were allowed to check-in. Total time: 25 minutes.
Rating: 0 star
Security.
Quite a queue. Laptops put, liquids out, belts off. Total time 15 minutes.
Rating: 2 star
Lounge.
Accessed J class domestic lounge. Normally this is a nice place, large and in much better condition than SYD equivalent (which is a disgrace). Lounge was heaving with only a few spare seats. Breakfast good but coffee service slow. Received another ping from QF - yes, for third time in a row, flight delayed. Initially suggested a 30 minute delay.
Rating: 3.5 star
Boarding.
Totally disorganised and very slow. Little respect given to priority boarding.
Rating: 1 star
The flight.
Absolute no acknowledgement of delay or apology. Crew seemed totally bored. Once doors closed sat on tarmac for another 15 minutes 'waiting for paperwork'. How this was going to arrive with the doors closed remains a mystery. QF crew was placed in 1F. Taxied entire runway before taking off. Despite short flight (65 minutes) arrived 55 minutes late.
B737s really dated and why no coat hooks or A/V? Only good aspect was wifi which worked the best ever on this flight - really quick.
Rating: 3 star
The food.
As we were in 3A and C, prefered option 'gone'. Egg and bacon roll was actually surprisingly good. If you were not happy with bacon, though, you would have gone without. Did not have any alchohol but had to ask three times for a top-up of water.
Rating: 4 star
Overall rating: 2.5 stars
In summary
QF have no sense of urgency or customer service. Timetables are now just a suggestion of when you might hope to depart and arrive. You have to now assume a 24 delay and factor this in to all your bookings. Staff, both ground and, for the first time in my experience, air crew, now feel you should consider yourself lucky to be flying at all and ceratinly not expect to be treated with respect and to arrive on time having had a good meal and appropriate rest. We are continally told to treat crew with respect - what about paying passengers?
Needless to say, no response to my complaints to QF.
So, Singapore Airlines beckons.
As an addendum, my relative was flying BA. In contrast to QF, all BA flights on time or early, food and wine excellent, modern or renovated aircraft, young and enthusiastic crew who seemed eager to serve.
