Letter From QF... Confused

[medhead]

Re: Another 747 problem.

What's wrong with a Comformodore?

I've never liked cars that are Full Of Rust and Dents

What's right with it?

I might have to dig out my picture of an FJ on a track somewhere.

 

[bossreggie]

I wanted to share this email I received. I have ommitted the persons details as I did not feel it was appropriate to have them made public. I was VERY surprised with all the events over the past few days. I know I spend a gret deal of money with QANTAS but I did not really expect to be sitting next to a senoir manager. I had NO idea who this person was but he was sitting across the aisle from me in row 1. He heard me express my annoyance with the delay in QF1 and how I was disappointed that QANTAS did not call me earlier as I could have caught a later flight from MEL.

He loved that I gave the chocolates and the CSM on the flight mentioned to him later that he has been the recipient several times.

I do consider myself to be very loyal to QANTAS and I think maybe it was just nice for him to hear some genuine feedback from a premium customer.


Good Morning Bossreggie,

I wanted to get in touch following meeting you onboard our flight from Melbourne to Sydney on Monday 15 November. Firstly let me say what a pleasure it was to have the brief and candid conversation we did, regarding the airline I work for and am so passionate about. I would never normally tell a passenger that I work for Qantas but considering the positive comments and also the concerns you were expressing, I felt it more than appropriate that I declare this.

I always look for opportunities to enhance our brand and take care of our customers. Our interaction has already started me working on a project to enhance the way that our call centres handle disrupted passengers and get this information out in the most timely way.

I started working for Qantas in a customer service role after finishing my Business Degrees, as I wanted a real feel for the customer experience. Staying in touch with our customers is something I will always do Shaun, as this is where the greatest inspiration and motivation for change will always come from. This email is a small way of saying thank you for providing me with that inspiration on Monday.

I also wanted to thank you for your continued loyalty to Qantas. You mentioned that were considering returning to Melbourne to fly with Emirates that afternoon due to the delay. I called our Premium Desk and several contacts to try to get you on an alternative flight with British Airways but couldn't do anything in First Class unfortunately. I trust that our First Class Host helped to persuade you to stay in Sydney and you managed to get some work done here as I see that you did indeed fly on QF1 to Bangkok.

I hope I haven't taken up too much of your time but I wanted to acknowledge our meeting Shaun. This is not normal protocol I suppose, however I sense you are a people person and I wanted to get in touch directly. I can clearly see the loyalty you have shown Qantas over many, many years and I would also like to acknowlege that. You have my direct contact details now and if there is anything I can assist you with in the future, please do not hesitate to send me an email or give me a call.

Kindest regards,

 

[anchew]

Wow... very impressive.

 

[simongr]

Does this mean that you haven't actually been comped to CL?

 

[bossreggie]

I don't know. It was on my boarding pass on Monday. But today it just says Platinum? I guess I will find out in the morning at SYD.
They were having trouble at check in this afternoon though..... And my flight is delayed again, but this time I got a telephone call.

 

[drewbles]

Re: Another 747 problem.

What's right with it?

I might have to dig out my picture of an FJ on a track somewhere.

I learned to drive in a 1971 HQ Ute. 3 on the tree. This was in the mid 90's. That's the way to learn how to drive, No power-anything, MPH, and no air con.

It'd probably be still driving if I hadn't have written it off (but that's a whole other story, and not related to my driving skills...)

 

[FuzzyAUS]

I wanted to share this email I received. I have ommitted the persons details as I did not feel it was appropriate to have them made public. I was VERY surprised with all the events over the past few days. I know I spend a gret deal of money with QANTAS but I did not really expect to be sitting next to a senoir manager. I had NO idea who this person was but he was sitting across the aisle from me in row 1. He heard me express my annoyance with the delay in QF1 and how I was disappointed that QANTAS did not call me earlier as I could have caught a later flight from MEL.

He loved that I gave the chocolates and the CSM on the flight mentioned to him later that he has been the recipient several times.

I do consider myself to be very loyal to QANTAS and I think maybe it was just nice for him to hear some genuine feedback from a premium customer.


Good Morning Bossreggie,

I wanted to get in touch following meeting you onboard our flight from Melbourne to Sydney on Monday 15 November. Firstly let me say what a pleasure it was to have the brief and candid conversation we did, regarding the airline I work for and am so passionate about. I would never normally tell a passenger that I work for Qantas but considering the positive comments and also the concerns you were expressing, I felt it more than appropriate that I declare this.

I always look for opportunities to enhance our brand and take care of our customers. Our interaction has already started me working on a project to enhance the way that our call centres handle disrupted passengers and get this information out in the most timely way.

I started working for Qantas in a customer service role after finishing my Business Degrees, as I wanted a real feel for the customer experience. Staying in touch with our customers is something I will always do Shaun, as this is where the greatest inspiration and motivation for change will always come from. This email is a small way of saying thank you for providing me with that inspiration on Monday.

I also wanted to thank you for your continued loyalty to Qantas. You mentioned that were considering returning to Melbourne to fly with Emirates that afternoon due to the delay. I called our Premium Desk and several contacts to try to get you on an alternative flight with British Airways but couldn't do anything in First Class unfortunately. I trust that our First Class Host helped to persuade you to stay in Sydney and you managed to get some work done here as I see that you did indeed fly on QF1 to Bangkok.

I hope I haven't taken up too much of your time but I wanted to acknowledge our meeting Shaun. This is not normal protocol I suppose, however I sense you are a people person and I wanted to get in touch directly. I can clearly see the loyalty you have shown Qantas over many, many years and I would also like to acknowlege that. You have my direct contact details now and if there is anything I can assist you with in the future, please do not hesitate to send me an email or give me a call.

Kindest regards,

In 1 word... WOW!!!!

Almost like Undercover Boss.. i think the larger companies should do more of this type of thing.. would help improve their product and their customer service.

Fuzz

 

[drewbles]

In 1 word... WOW!!!!

Almost like Undercover Boss.. i think the larger companies should do more of this type of thing.. would help improve their product and their customer service.

Fuzz

This letter is in stark contrast to the silence I received from Qantas when I took a considerable amount of time to write a lengthly glowing review of a crew I had on LAX-MEL the other week. This crew went above and beyond and did a number of things for some pax that were simply not required, but was a demonstration of how good QF can be, when they're shining.

I got the 'thanks for your response' auto reply (emailed frequent_flyer@qf) along with something about '15 business days response'.

There goes that famous QF 'consistency' again

If you're reading this Red Roo, the big problem with QF overall is staff inconsistency. I remember QF making a big deal over their QF training centre. That was a few years ago now, and from what I can see, there's been no remarkable improvement.

This guy that wrote bossreggie this letter, should be heading up things I believe. He obviously gives a damn!

 

[mannej]

This letter is in stark contrast to the silence I received from Qantas when I took a considerable amount of time to write a lengthly glowing review of a crew I had on LAX-MEL the other week. This crew went above and beyond and did a number of things for some pax that were simply not required, but was a demonstration of how good QF can be, when they're shining.

I got the 'thanks for your response' auto reply (emailed frequent_flyer@qf) along with something about '15 business days response'.

There goes that famous QF 'consistency' again

If you're reading this Red Roo, the big problem with QF overall is staff inconsistency. I remember QF making a big deal over their QF training centre. That was a few years ago now, and from what I can see, there's been no remarkable improvement.

This guy that wrote bossreggie this letter, should be heading up things I believe. He obviously gives a damn!

I have done the same in the past (one was regarding the new A330, the other regarding a great FA), and it was acted on with phone calls both times. I suppose there are other things happening currently which may be slowing down the response time (not that I am making excuses)

 

[samh004]

I don't know. It was on my boarding pass on Monday. But today it just says Platinum? I guess I will find out in the morning at SYD.
They were having trouble at check in this afternoon though..... And my flight is delayed again, but this time I got a telephone call.

Here’s hoping you’ve got it, otherwise, strange things are happening.

 

[Keith009]

This letter is in stark contrast to the silence I received from Qantas when I took a considerable amount of time to write a lengthly glowing review of a crew I had on LAX-MEL the other week.

You'll get a 'thank you' phone call in approximately 6 weeks....

 

[JetLagged]

You'll get a 'thank you' phone call in approximately 6 weeks....

I'm not so sure about that, qf009, or at least expect it to be so. I wrote a lengthy compliment on an A380 FA, received the usual 'Thank you' email - and that was that - definitely no telephon e call, no assurance his efforts were recognized, etc. So, where do all of these reports go - and wonder if other people don't both to make them again when it feels as if your time is wasted making them.

I hope the person in question was acknowledged - just wish I was sure that he did! And no, won't stop me from making other positive reponses to above-expected service.

 

[KitKat]

I don't know. It was on my boarding pass on Monday. But today it just says Platinum? I guess I will find out in the morning at SYD.
They were having trouble at check in this afternoon though..... And my flight is delayed again, but this time I got a telephone call.

I think it might be permanent, sometimes the overseas ports take a while to update their systems. Wishing this to be permanent in recognition of your loyalty to QF

 

[markis10]

Logging on to your account would give a definitive answer.

 

[ejb]

Logging on to your account would give a definitive answer.

Or trying to enter the CL would also indicate your status

ejb

 

[drewbles]

You'll get a 'thank you' phone call in approximately 6 weeks....

I'm not so sure about that, qf009, or at least expect it to be so. I wrote a lengthy compliment on an A380 FA, received the usual 'Thank you' email - and that was that - definitely no telephon e call, no assurance his efforts were recognized, etc. So, where do all of these reports go - and wonder if other people don't both to make them again when it feels as if your time is wasted making them.

I hope the person in question was acknowledged - just wish I was sure that he did! And no, won't stop me from making other positive reponses to above-expected service.

That's the strange thing. I wrote a huge thank you for someone in the SYD QP last October and got a reply within a few days from someone thanking me for my feedback and it was obviously not a form letter.

This time, nadda. I was SG back then too, not WP.

I can only hope like you JL, that the feedback does indeed make it back to the CSS's boss (and the other staff I gave kudos to).

But we're getting o/t here...

 

[Australian]

yeah, i got a response to some positive feedback i left once for a telephone sales assistant that went to a lot of trouble to fix up a TA mistake ... they stated that both the assistant and her manager would be informed of the feedback, which i thought was great. was well deserved.

 

[Oneworldplus2]

Congratulations if you did indeed get CL Status. Wow. Something l can only dream of.

Please keep everyone updated bossreggie.

 

[Flashback]

I don't know. It was on my boarding pass on Monday. But today it just says Platinum? I guess I will find out in the morning at SYD.
They were having trouble at check in this afternoon though..... And my flight is delayed again, but this time I got a telephone call.

It's good to see the powers that be are really listnening. How did you end up getting on in SYD?

 

[JohnK]

I also note that on my weekend flights the welcomed 'Chairman's Lounge, Qantas and One World frequent flyers.' Don't recall the Chairman's Loung bit before - but may hva e been a flight specific thing

I don't recall hearing that type of welcome on any of my flights. Perhaps you were honoured to have the presence of a Chairmans Lounge on your flight....