Looking after the WP during service issues

[N860CR]

Original flight had about an hours connection, however GladstoneTim is alluding to the flight after that which would have allowed 30 minutes to connect. 35 minutes is the minimum Domestic to Domestic at BNE, however looking back now, I would have thought it would make sense to delay the SYD flight by a few minutes (if need be) to get the transit passengers to their destination.

 

[Mgjdubs]

My Mum (WP) and I got our flight cancelled coming home from AKL last week while we were in the lounge. We were well taken care of by Neville the lounge host. We were given the option of flying home on Emirates EK413 or "landing" and heading over to the sales desk to rebook.

We took the Emirates option and we were well impressed when we saw Business Class BP's being spat out of the machine.

So no complaints about the service there. But having been caught up in the Chilean ash-cloud debacle I can attest to the suggestion of ringing the service number on the back of your FF card - and they handled the situation well. After I spent 2 hours on the phone to the number on the SMS, I called the FF service desk and the call was answered within 10 mins.

 

[JohnK]

Sorry to hear this happened to you danielribo! When one flies a lot then it is almost expected that they would face constant delays.

That being said though I have been lucky in that I have not been left behind in close to 4 years of commuting but I have had more than delays than I have had on time departures and arrivals.

 

[N860CR]

It would have been nice to get an answer out of customer care as to why they didn't bother to accommodate on QF2307... however after the usual emails from them (ie: template that didn't answer my queries) they have refused to answer the question. I would think that if they were going to be stuck reacommodating me in BNE, it would have been better for them to offer a risk of misconnection on 2307 given I'd be stuck there anyway. Guess we'll never know as they have no interest in explaining why that wasn't offered. Given it takes customer care weeks and weeks to respond to simple questions, I can't be bothered trying to get an answer from them.

Guess it does prove one thing. QF are no better than JQ/TT/whoever when it comes to their own last minute cancellations.

 

[flyingfan]

I was heading SYD-MEL this afternoon on QF447. (I arrived at SYD very early, politely asked if I could get an earlier flight and was politely refused due to my cheapskatedness - completely understandable.) My flight was delayed around 45 minutes due to an aircraft going unserviceable that caused a few substitutions, according to the pilot. QF449 began boarding before QF447 did.

During the flight the CSM came over to my Y seat (leaning over my platinum shadow ) and asked how well the delay had been communicated to me. I told him I'd heard the announcement in the J lounge. He also asked if I'd gotten the $20 food voucher which was also being offered due to catering uncertainty (I heard that too but didn't take it up). I wasn't aware CSMs did this - this is my first delay (and a fairly minor one) as WP. I didn't see the CSM talk to anyone else around me (I was near the front of Y) but he might have found and spoken to other WPs in Y.

Or maybe Qantas is on a mission to solicit a lot more feedback from their frequent flyers as to how they're doing. After my outbound flight on Friday I received another survey to do on howwasqantas.com, having agreed to be on the 'feedback panel.' Was the CSM's query linked to the panel? I wouldn't have thought so.

 

[MrJetset]

I agree, I think QF are stepping their game up looking after WPs.

On a recent PER-SYD leg, the 05:45 flight, we were delayed around 1.5 hours. I was in the first row of Y, and the CSM came up to me, and a few other WPs, and personally apologised for the delay, asked if it would have any impact (I presume she knows we didn't have connections by the manifest), and asked if there was anything she could do to make our flight more pleasant. It definitely made a positive impact, even though it was just rapport building.

Also, I received not a SMS, but a voicemail (I had limited coverage on Magnetic Island) from a QF agent informing me that my TSV-CNS flight was delayed 2 hours. I have never received a call like this ever before.

Finally, on a BNE-DRW flight in J, I noticed that the screen wasn't working during as soon as the safety briefing began. Didn't bother me, but I did mention it to the FA as I did want to watch the in flight news. It took the CSM around 30 mins in flight to fix it, and she presented us with 2 x $50 QF Duty Free vouchers as compensation.