Lunch with Lesley – Attendees

[Princess Fiona]

If Lesley's reaction is correct, then Q seem completely oblivious that this is happening.

They aren't as oblivious as it seems.
Lesley also mentioned that there are markets that QF need to service in preference to JQ eg OOL

I must admit I missed her look of shock that people wouldn't fly JQ if a QF flight was unavailable.
There was some robust discussion on our table in particular regarding the "Jetstarisation" of QF.
We even got around to talking about Status recognition on JQ -
Don't hold your breath on that one

 

[JohnK]

If Lesley's reaction is correct, then Q seem completely oblivious that this is happening.

Yes they are which is sad.

I though that was the whole idea about focus groups and events such as this lunch. Very valuable feedback that is largely ignored.

Lesley actually used the phrase 'Customer Service' with Jetstar in same sentence. :shock: Their feedback must be different to ours.

 

[medhead]

The jetstar comment is even more interesting when considering the comments that downplayed the standard of Virgin Australia. They imply that jetstar is considered better than VA.

 

[Ric]

Qantas is going to focus on getting people to Oneworld hubs in Asia and codeshares from there to other destinations. HKG and SIN were mentioned. BKK was not.QUOTE]

Is KUL now considered a Oneworld hub which QF can use?

 

[boomy]

The jetstar comment is even more interesting when considering the comments that downplayed the standard of Virgin Australia. They imply that jetstar is considered better than VA.

Both airlines offer average products for the domestic market. Maybe VA is better then JQ but compared to QF it's just another LCC.

 

[DC3]

One thing that I found interesting was Lesley's seemingly genuine surprise at a fairly consistent theme of people not wanting to fly Jetstar when a Qantas flight option was not available ...

According to the CEO Qantas has the highest positive customer feedback of all time. So they obviously think their strategy is the right one ...

Oh, wow. I didn't see that coming.

If that's the case, then things are worse than I had thought, and I knew that QF were already way off the mark anyway. :shock:

 

[trippin_the_rift]

Perhaps you could email her with that question which I think Is excellent. I take it you would have gotten her card with email address etc.

My professional experience with people in loyalty (not just airline but telco and banks) is that the standard response to knowing of a flaw is to pretend it's new news.
And if it's not new - it means they're not on the pulse of what is happening in their industry and to their customers.

So it's either a lie (yes, I understand commercial sensitivity concerns) -- or they're too out of touch.

Either scenario - both situations leave open the possibility for poor business decisions without all or the correct information at hand.

 

[lovestotravel]

My professional experience with people in loyalty (not just airline but telco and banks) is that the standard response to knowing of a flaw is to pretend it's new news.
And if it's not new - it means they're not on the pulse of what is happening in their industry and to their customers.

So it's either a lie (yes, I understand commercial sensitivity concerns) -- or they're too out of touch.

Either scenario - both situations leave open the possibility for poor business decisions without all or the correct information at hand.

Indeed!

Either way it's a bad bad look

 

[TomVexille]

If Lesley's reaction is correct, then Q seem completely oblivious that this is happening.

That's what I was trying to say

 

[hossein_au]

and people honestly believe that? I can't recall a single 'enhancement' that has been reversed?

My thoughts exactly. There is a reason they call it "announcement" not "public consultation".

 

[lovestotravel]

The only enhancement that was reversed was Any Time Access to Lounges

A free lunch and a few hours with a few execs with scripted replies and some will believe anything

As I have said, do feel free to let me know when QF actually reverses these recent changes because of "customer feedback"

Hilarious!

 

[Clivem]

.....Lesley also mentioned that there are markets that QF need to service in preference to JQ eg OOL .....

Good not to forget it did take VA putting a lounge into OOL before QF even gave going back there a second thought. Without the VA lounge it would still be JQ all the way there. Pretty sure we could fairly safely bet the farm on that.

 

[marki]

My professional experience with people in loyalty (not just airline but telco and banks) is that the standard response to knowing of a flaw is to pretend it's new news.
And if it's not new - it means they're not on the pulse of what is happening in their industry and to their customers.

So it's either a lie (yes, I understand commercial sensitivity concerns) -- or they're too out of touch.

Either scenario - both situations leave open the possibility for poor business decisions without all or the correct information at hand.

Your talking to a cement wall with Qantas and then spits out standardised rhetoric

Or chooses not to answer poor show really poor show. And really the difference is just a couple of small little changes would make a big difference. Err like listening ..... Really listening not just talking ...... IMHO
shareholders should be given some recognition i.e. WPs but someone would need arbitrarily hold say xx_x amount ?

A shareholder is more loyal?


Sent from my iPad using AustFreqFly mobile app

 

[JohnK]

Is KUL now considered a Oneworld hub which QF can use?

It is a Oneworld hub but I cannot see Qantas flying there directly unless they continue to go via SIN with Jetstar Asia connection.

Jetstar is a possibility but haven't they already failed with KUL?

 

[medhead]

Both airlines offer average products for the domestic market. Maybe VA is better then JQ but compared to QF it's just another LCC.

I disagree with your position for VA relative to QF. But the point is that there a certain amount of irony in seemingly indicating JQ is a viable alternative to QF but then implying that VA isn't. VA is much better than JQ for anyone who flies frequently.

 

[Boogs]

Qf need to wake up to this. I work for a large consultant with 4,000+ Staff in ANZ And JQ are the airline of last resort. It's QF or VA. Our travel team will not book JQ as theyre impossible to work with!!!

QF will loose more market share if they keep this up!

 

[hossein_au]

Qantas is going to focus on getting people to Oneworld hubs in Asia and codeshares from there to other destinations. HKG and SIN were mentioned. BKK was not.

Oh, I was wondering why Qantas was cosy-ing up so much to its OneWorld partners...

 

[amaroo]

Qf need to wake up to this. I work for a large consultant with 4,000+ Staff in ANZ And JQ are the airline of last resort. It's QF or VA. Our travel team will not book JQ as theyre impossible to work with!!!

QF will loose more market share if they keep this up!

I might have missed something - keep what up?

 

[hossein_au]

I might have missed something - keep what up?

Their noses??!!

 

[amaroo]

Their noses??!!

Awful lot of that going on!