My good experience with Qantas

[Millie]

I had a look to see if I could post on an exisiting thread about "Qantas - good service experiences" - alas I couldn't find one! So here is a start.
I recently returned on QF10 from London to Darwin direct. Unfortunately, due to flight changes and other family needs I spent my birthday on this flight, effectively missing most of it. I was pleasantly surprised, when given my meal, to also be given a special cake (albeit tasting awful, it's the thought that counts), sparkling wine and a note wishing me a Happy Birthday from the crew. Followed up with further offers of more drinks. When I asked how they knew - the steward responded "We know everything!"

This was a kind and thoughtful gesture, accompanying great service throughout my return journey. In my experience I believe COVID has had a very positive impact on the attitude of the Qantas crew. The service I experienced, felt fresh, enthusiastic and focused on making the passengers journey as enjoyable as possible. Thanks Qantas.

 

[RichardMEL]

Thank you Millie for this post.

much needed good story.. not to excuse QF for all the many failings documented endlessly, but gee it's good to see a nice little CS story like this (sorry the cake actually sucked for you ).

That's just a really nice thing and I am sure gives you a reason to book again, but above that in these times that gesture brings a bit of humanity back to a harried travel experience these days.

nice work by the QF team in this instance.

 

[VPS]

Nice to hear and happy birthday

 

[Mattg]

Good to hear you had a nice experience!

There was an old thread for praising good service on Qantas, but it's been a little quiet lately - Bouquets for the FAs

I do find that once you're in the air, the service on Qantas is pretty good. It's just a shame that the ground experience has become a bit of a nightmare lately.

 

[jpp42]

I'm actually curious how they do know - obviously the DOB is required as part of passport data that's entered into the booking, but is that printed on the passenger manifest that the stewards have? Or is there some special call-out when the passenger DOB matches the flight date?

I'd be a bit concerned if every passenger's DOB was available easily on such paperwork.

 

[RichardMEL]

I'm actually curious how they do know - obviously the DOB is required as part of passport data that's entered into the booking, but is that printed on the passenger manifest that the stewards have? Or is there some special call-out when the passenger DOB matches the flight date?

I'd be a bit concerned if every passenger's DOB was available easily on such paperwork.

if Millie is a QFF member it's likely to have been on the CSM's Ipad which contains various bits of info from profiles and probably (or may) hilight things like pax birthdays.. I've read anecdotal items that drinks preferences (for F pax) are recorded and other things so it would not surprise me.

Now it's hard to know if that cake was pre-loaded (since it may or may not have been a special catering item or just something the crew made up from say J stock or something) but if the former, that would indicate some definite pre-planning.

I am reminded of a conversation I had with a (domestic) CSM on a flight the other week who was reviewing the very same app for a flight he was working later that evening. He mentioned to me he reviewed before flights to know items like VIP's, UM's, wheelchair pax, all the little things to pre-plan service items.. so this may have been the sortof thing that happened before QF10.

It looks like Millie was in Y (or W?) from the pic, and I am unsure if she has status, but either way that's an extra impressive effort tbh (not intending to demean Y pax in any way, just the consideration/thought).

QF do note birthdays or at least obviously they know from QFF profiles but I had a conversation last year with a VIP team member about the usual cancels and whatever and she volunteered herself with no comment from me "And you had to cancel flights on your birthday last year also!" - now either that's a very observant agent, or possibly noted somehow. Either way I was impressed.

 

[MARTINE]

I'm actually curious how they do know - obviously the DOB is required as part of passport data that's entered into the booking, but is that printed on the passenger manifest that the stewards have? Or is there some special call-out when the passenger DOB matches the flight date?

I'd be a bit concerned if every passenger's DOB was available easily on such paperwork.

It is a nice story…the reverse can happen too
Daughter /uni student at the time was flying date to us (SQ in Y )due to exam timetable. Even at 22 she was v babyfaced.. they would not give her a champers before take off until she showed her passport!!

 

[Rangalad]

It is a nice story…the reverse can happen too
Daughter /uni student at the time was flying date to us (SQ in Y )due to exam timetable. Even at 22 she was v babyfaced.. they would not give her a champers before take off until she showed her passport

I had a look to see if I could post on an exisiting thread about "Qantas - good service experiences" - alas I couldn't find one! So here is a start.
I recently returned on QF10 from London to Darwin direct. Unfortunately, due to flight changes and other family needs I spent my birthday on this flight, effectively missing most of it. I was pleasantly surprised, when given my meal, to also be given a special cake (albeit tasting awful, it's the thought that counts), sparkling wine and a note wishing me a Happy Birthday from the crew. Followed up with further offers of more drinks. When I asked how they knew - the steward responded "We know everything!"

This was a kind and thoughtful gesture, accompanying great service throughout my return journey. In my experience I believe COVID has had a very positive impact on the attitude of the Qantas crew. The service I experienced, felt fresh, enthusiastic and focused on making the passengers journey as enjoyable as possible. Thanks Qantas.


View attachment 269785

Had the same in the MH lounge at KUL.

 

[MARTINE]

It is a nice story…the reverse can happen too
Daughter /uni student at the time was flying date to us (SQ in Y )due to exam timetable. Even at 22 she was v babyfaced.. they would not give her a champers before take off until she showed her passport!!

What am I saying she was in J

 

[Millie]

if Millie is a QFF member it's likely to have been on the CSM's Ipad which contains various bits of info from profiles and probably (or may) hilight things like pax birthdays.. I've read anecdotal items that drinks preferences (for F pax) are recorded and other things so it would not surprise me.

Now it's hard to know if that cake was pre-loaded (since it may or may not have been a special catering item or just something the crew made up from say J stock or something) but if the former, that would indicate some definite pre-planning.

I am reminded of a conversation I had with a (domestic) CSM on a flight the other week who was reviewing the very same app for a flight he was working later that evening. He mentioned to me he reviewed before flights to know items like VIP's, UM's, wheelchair pax, all the little things to pre-plan service items.. so this may have been the sortof thing that happened before QF10.

It looks like Millie was in Y (or W?) from the pic, and I am unsure if she has status, but either way that's an extra impressive effort tbh (not intending to demean Y pax in any way, just the consideration/thought).

QF do note birthdays or at least obviously they know from QFF profiles but I had a conversation last year with a VIP team member about the usual cancels and whatever and she volunteered herself with no comment from me "And you had to cancel flights on your birthday last year also!" - now either that's a very observant agent, or possibly noted somehow. Either way I was impressed.

I am a QFF member, I was in the very back seat of economy

 

[AIRwin]

I was in the very back seat of economy

2 seater with a shadow?

 

[Millie]

2 seater with a shadow?

That's the one.

 

[kookaburra75]

I am a QFF member, I was in the very back seat of economy

I'm glad you had a good trip back. I too have spent many a long haul flight to the UK and back for work, in Y. As I'm WP, the CSM would always come and say hello and see what they could do. Peeking at their tablet, I could see customer reference notes against my profile, so they do keep track of some forms of information - which is good to see.

My most recent was flying to the UK on QF1 and celebrating New Years Eve (2019/2020) in row 80 - I was supposed to be in the Y mini-cabin, but it was swapped out to one of the refurbished A380s. The CSM, Aaron stopped by for a chat after we left Singapore and I asked what the new cabin was like 'upstairs'. He very kindly took me up to the lounge at the front of business as they were doing NYE drinks and snacks, and I spent a few hours relaxing on the couch with my book, bubbles and nibbles, before reluctantly creeping back downstairs. Those little things do matter.

 

[OZDUCK]

It is a nice story…the reverse can happen too
Daughter /uni student at the time was flying date to us (SQ in Y )due to exam timetable. Even at 22 she was v babyfaced.. they would not give her a champers before take off until she showed her passport!!

Very similar thing happened to my daughter when I used points to upgrade her to QF J on a Per - Sin flight. She was 20 but looked much younger and the crew took some convincing to give her an alcoholic drink. Her boyfriend was left in Y.

 

[RichardMEL]

BF left in Y - as it should be! LMAO.

just kidding. I am a boyfriend who would always ensure his travelling companion was in the same class of service, but that's a whole other issue

 

[tdimdad]

Last night I had a great service recovery from QF. It felt like getting WP level service (even as a run of the mill SG, though in J).

I had QF134 CHC-BNE x QF533 BNE-SYD booked with 1:30 connection time in between. On arrival, QF134 was about 55 mins late to the gate, leaving mere 35 mins for the transfer. Right at the plane door, there was a QF ground crew member who handed out a Cabcharge voucher. Instead of relying on the T-Bus or paying my way through, this allowed me the fastest way to connect (and yes, I made it even after the BNEd security check caused a bit of a hiccup).

Nice one from QF! If they play like this, count me in.

 

[aikman]

Last night I had a great service recovery from QF. It felt like getting WP level service (even as a run of the mill SG, though in J).

I had QF134 CHC-BNE x QF533 BNE-SYD booked with 1:30 connection time in between. On arrival, QF134 was about 55 mins late to the gate, leaving mere 35 mins for the transfer. Right at the plane door, there was a QF ground crew member who handed out a Cabcharge voucher. Instead of relying on the T-Bus or paying my way through, this allowed me the fastest way to connect (and yes, I made it even after the BNEd security check caused a bit of a hiccup).

Nice one from QF! If they play like this, count me in.

I'm surprised they didn't just automatically rebook you to the next flight to SYD. That's certainly what happened to me when my international flight into BNE was delayed. I still got to the domestic terminal in time and had to beg to get my original seat back.

 

[tdimdad]

I'm surprised they didn't just automatically rebook you to the next flight to SYD. That's certainly what happened to me when my international flight into BNE was delayed. I still got to the domestic terminal in time and had to beg to get my original seat back.

I was expecting that to happen but still wanted to get on the original flight. Though, I nearly missed it because of getting stuck at the security (the completely wrong reason to miss your flight...). I was pretty pleased with 18 mins from gate 84 to domestic security (8 mins to the taxi rank, 10 mins over to the other terminal and the queue). A big shortcut was given by a luggage collection area staff member who let me slip into the express/crew lane in the quarantine.

This time nearly everything worked marvelously in my favour and, at the end, it all came together by me being seated at 18:07 for the 18:10 scheduled departure (actual 18:20).