Mr Joyce. Please explain the value of loyalty

[JohnK]

Most things have been said already. Not good publicity at all....

 

[harvyk]

Qantas can't please everyone. I'm glad they are still pleasing me.

Maybe so, but having an airline which aligns itself with QF and then tells everyone of that alliance, whilst subsequently sticking it's middle finger up at QF's most valuable customers is not a good look either.

 

[Mal]

Yep:

"Jetstar a Qantas Group Airline" is still displayed on many of their planes...

And they suck various benefits from Qantas, including maintenance, back-end support, terminal support etc.

We all know their story, pity the integration is very, very poor.

 

[TonyHancock]

Qantas can't please everyone. I'm glad they are still pleasing me.

It is only a matter of time before they take you for granted, ignore you, don't provide a published benefit for you, and then remove a benefit that is important to you. ;-)


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[medhead]

Someone raised an interesting question in the qantas facebook page: Why do JQ flights show up when search on the qantas website, but QF flights don't show up when searching on the jetstar website.

Integration to disadvantage the customer.


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[ajca]

Ok, just to give another perspective on this, I'll bite...

This sounds like a case of "I've been a good customer for Qantas and I can't believe their low-cost-carrier subsidiary Jetstar didn't give me something for free that I didn't pay for and wasn't entitled to".

All seats booked as Starclass (D) and expecting to be able to access the JQ lounge in OOL only to be advised that I have to pay an additional $15 per head for the privilege.

When you booked your Starclass fare, did you buy the bundle that comes with lounge access or not? If you didn't buy 'Business Max' or whatever it is called, then why would you expect to be given free access to the lounge? The Jetstar website makes all this very clear when you're booking.

After having a request to go from SG to WP ( I had a J class overseas flight 3 days after my SC expired) knocked back

Did your earn the SCs within your membership year or not?

and now having to pay for the privilege of lounge access is another straw that may break this camels back.

Again, did you book the Business Max bundle (which includes lounge access) or not?

Have flown J class with many airlines and have never been asked to cough up extra for lounge entry.

Were those "J class with many airlines" all Low Cost Carriers like Jetstar? I think what you're missing is that Jetstar is an LCC.

This means they give you cheap fares but you really can't expect them to operate the same way a premium carrier does, giving you all the things you get from a premium carrier. Even, or particularly, in 'J' class.

Were you also pissed that Jetstar didn't give you a fully-flat bed and a glass of Bollinger before takeoff? I'm sure J class on those other airlines gave you these things.

'J' class on an LCC is always going to be very different to J class on a premium airline. The significant difference in price tag reflects the difference in service.

Perhaps there is a valid argument that Jetstar calling their product J class is confusing or even deceptive. But again I think the inclusions / exclusions are very clearly stated when booking, and customers should be able to make an informed and intelligent decision.

As a QP member for at least 10 years and paying annually for my family to be QP members I am seriously starting to question my mental state.

Well, for 10 years you and your family have gotten access to the Qantas lounges that you paid for...

Maybe I am like the dog that gets the occasional kick just to show that things could be worse, or maybe I am just a whinger.

You make it sound like you were held in an internment camp and beaten. In reality, you were faced with the choice between spending $15 / head to get your family access to an airline lounge, or sitting in an airconditioned departure lounge while you waited for your flight.

I don't want to trivialise your pain here, but seriously there are worse things in the world.

Either way I am now seriously contemplating DJ membership and Star Alliance airlines in the future.

Well, I keep hearing this, but a mass (or any) exodus of Qantas Group customers to competitors is simply not reflected in the numbers. Qantas Group year-on-year traffic stats for November certainly look pretty healthy (the month directly following the grounding).

It will be interesting to see December's when they are released.

I suspect a lot of Qantas's customers - particularly premium business customers - will try DJ and then return to Qantas with open arms.

 

[medhead]

Again, did you book the Business Max bundle (which includes lounge access) or not?

if you followed the thread it is entirely possible the OP purchased starclass which includes lounge access, rather than business (max or otherwise). This is back up by the OP calling it starclass and not business. So while it would be good if the OP clarified this point, the question has already been asked.


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[airbridge]

OK we've sorted out J class on JQ but what about QANTAS Club members? I can fly Sydney to Coff Harbour with QF on a Red e-Deal $218 and I get to use the lounge at both locations. I get this regardless of class travelled or $ but when I fly JetStar to a port that Qantas deliberately pulled out of so it doesn't compete with it's LCC then I'm expected to pay. That was my point and it's not right.

The $ they charge to get into the lounge is not a lot of money but it's the priniple of selling Qantas Club membership then exempt you at what I think is a major port in Australia because it's suits their LCC. Small little thing that doesn't cost a lot of money but they do it and get this sort of response. Buying a ticket with JetStar that doesn't include lounge access because of their low prices...yes I get it but for QC members it's a different story especially for aport like OOL.

 

[mannej]

OK we've sorted out J class on JQ but what about QANTAS Club members? I can fly Sydney to Coff Harbour with QF on a Red e-Deal $218 and I get to use the lounge at both locations. I get this regardless of class travelled or $ but when I fly JetStar to a port that Qantas deliberately pulled out of so it doesn't compete with it's LCC then I'm expected to pay. That was my point and it's not right.

The $ they charge to get into the lounge is not a lot of money but it's the priniple of selling Qantas Club membership then exempt you at what I think is a major port in Australia because it's suits their LCC. Small little thing that doesn't cost a lot of money but they do it and get this sort of response. Buying a ticket with JetStar that doesn't include lounge access because of their low prices...yes I get it but for QC members it's a different story especially for aport like OOL.

There are locations where JQ do not enter the equation at all, yet there is no lounge for QP/Status pax full stop.

 

[Shy180]

There are locations where JQ do not enter the equation at all, yet there is no lounge for QP/Status pax full stop.

Very true...Qantas works for me most of the time....but the status match to Virgin has steered some of my trips their way.....

 

[JohnK]

if you followed the thread it is entirely possible the OP purchased starclass which includes lounge access, rather than business (max or otherwise). This is back up by the OP calling it starclass and not business. So while it would be good if the OP clarified this point, the question has already been asked.

Unfortunately as the OP has not clarified anything then we cannot make assumptions based on the term the OP used for the product. Most people still call it *Class....

 

[medhead]

Unfortunately as the OP has not clarified anything then we cannot make assumptions based on the term the OP used for the product. Most people still call it *Class....

Agreed. But that is no reason to hound the OP with the same questions.


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[FBS1960]

Thanks for the replies. Have been without internet access for a few days, which was a killer for my teenage daughter but quite relaxing for myself. Having trouble replying so will compile responses as per below.
The Insider. QC membership is just that, Qantas Club, not JQ lounge. I disagree. Jetstar is a QF group airline and is promoted as such. As I boarded the flight the livery on the side of the Plane said “Jetstar. A QANTAS group company” It also operates QF code share out of OOL. QF decided to only service that port with JQ, but still expects me to choose a "Qantas Group Airline" rather than the opposition.
DF Catch. I agree that QF are totally focused on the MEL-SYD-BNE routes. The danger is that by reducing the benefits on those routes only serviced now by JQ they are disenfranchising those QF members that regularly fly the MEL-SYD-BNE route, which I travel almost weekly.
Pu Koh. You are obviously easily pleased.
Medhead. No I don’t expect points or status credits. I wanted a business class flight and as with all other business class travel this would normally come with lounge access.
Samh004. Fares were booked in August 2011 and booked as Business, not business max as I was not to concerned about points as I would get plenty doing the MEL-SYD-BRS legs regularly.
AJCA. Loyalty is often about flexibility. While your views are based on a very “black & white” interpretation of the rules, this attitude is not conducive to promoting loyalty. For me it is the little things that make the difference. After receiving free flights for being impacted by the QF grounding, I advised the QF contact that I would happily give up the free flights for the upgrade to WP.
And yes I did earn SC credits during the year and had planned to do the flight to HKG before SC expired, however had to delay by a few days due to business plans changing. Also all my points and SC are gained by flying, none are by Credit Cards or similar.
And yes JQ is a LCC, however I feel that having different cost structures for J class based on levels of services or benefits provided is confusing to the customer. I was not pissed off at not getting a flat bed or Bollinger or a lap dance etc. What I did expect as a paying J class passenger I would get free access. Combined with the QF membership, free lounge access should be a given.
And yes there are worse things in the world. I imagine getting stuck in the seat beside you on a long flight would be up there.
Overall it is about the value of loyalty. And it is the little things that make the difference and either keep me with QF or encourage me to take my business elsewhere.

 

[samh004]

Overall it is about the value of loyalty. And it is the little things that make the difference and either keep me with QF or encourage me to take my business elsewhere.

I can only hope some people do vote with their feet, and Qantas wake up, because currently no one seems to actually me jumping ship and they don’t see a need to change because of it.

 

[medhead]

Unfortunately jetstar is all about buying the extras. In this case business max gets lounge access along with point etc. For mine the change from starclass to business + bundles is a strange move, I've probably whinged about enough here to annoy many other members. I totally agree that qantas has no idea about loyalty. But for all that, I still know what to expect from them (qantas/jetstar). I have moved to the competition because they burned my loyalty about 18 months ago. this isn't a total switch but I switch to what is best for me, I no longer book with qantas without checking all the other options.

 

[trippin_the_rift]

I can only hope some people do vote with their feet, and Qantas wake up, because currently no one seems to actually me jumping ship and they don’t see a need to change because of it.

We probably find its those twice a year travellers with QP membership that are jetstar target customers.

I'd suggest that premium travel frequent flyers already avoid jetstar at all costs..


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[ozbeachbabe]

We probably find its those twice a year travellers with QP membership that are jetstar target customers.

I'd suggest that premium travel frequent flyers already avoid jetstar at all costs.

There may be one or two exceptions, possibly if travelling on a domestic leg of an international flight occasionally.

 

[JohnK]

Unfortunately jetstar is all about buying the extras. In this case business max gets lounge access along with point etc. For mine the change from starclass to business + bundles is a strange move, I've probably whinged about enough here to annoy many other members. I totally agree that qantas has no idea about loyalty.

From memory lounge access is $10 or something similar and it is not included as part of the basic business airfare?

I am sure there are some out there but which airline does not provide lounge access to business customers on international flights? Just to make an extra $10 dollars!

 

[samh004]

From memory lounge access is $10 or something similar and it is not included as part of the basic business airfare?

$10 at time of booking or $15 at the door. Compare that with what Virgin Australia charges for at the door and it makes you wonder if they’ll be lowering that fee to compete… (not that many actually pay that anyway I suspect).

 

[medhead]

From memory lounge access is $10 or something similar and it is not included as part of the basic business airfare?

I am sure there are some out there but which airline does not provide lounge access to business customers on international flights? Just to make an extra $10 dollars!

That's why I think it is a strange move. But Jetstar are proud of having the highest percentage of revenue coming from the purchase of extras, of any airline.