Not happy Jan. QF 692 PER-MEL 22/8/16

[suze2000]

Not happy Jan. QF 762 PER-MEL 22/8/16

I am really angry and disappointed about the in-flight service I received today and wondering who to complain to. (apart from AFF)

Firstly, my plane was delayed two hours due to fog. No biggie - I understand what's out of the airline's hands. What was not out of their hands was actually INFORMING pax that the flight would be delayed and giving them an estimate of how long. I arrived at the airport it was shrouded in fog, and they were announcing very quietly on the PA "at least 45min delays" on all planes that needed to be towed to the gates (a new one on me - apparently it's not safe to tow in fog. Who knew?). But the departure boards still told me my plane was boarding at 0755. Eventually, at about 0900 my QF app informed me that my 0815 flight was delayed until 0915, and the boards updated which of course was still rubbish as there still wasn't even a plane at the gate. The fog lifted but it wasn't until about 0930 that I got another notification that my plane was to take off at 1015. It didn't appear until 0940 and there was a rush to board it at 0945. The flight scheduled to depart after us arrived in MEL first, which just makes me livid, because I chose the 0815 flight so I could run errands in the afternoon after I got home.

Second, OMG what have they done to the in-flight entertainment in Y? J looks lovely, all power to them. But 90% of the pax on the plane (maybe more) are in Y. This is the seatback entertainment:



To which we are supposed to place our tablet or phone, or the iPad minis QF supplies. Or should, because there were none supplied, and there was an announcement over the PA asking us to use our own devices if we had them - so obviously they do not have enough to go around. As far as I could tell from looking around, the flight was almost full. The wonderful (not!) thing about this system is that a standard-size iPad (which is still the most common form of tablet that people have) does not fit in the space. I tried at least 10 different ways, and even unstuck my iPad from its nanogrip cover to see if it would work that way, but it just did not fit. I had established this on my outbound flight. So they expect me to supply my own device, but crane my neck to see it? Awesome. Or I could have propped my phone vertically and looked at a two-inch movie for 3.5 hours, I guess.

Not to mention the risk of injury on that hooky-thing. I caught my shirt on it at one point and almost ripped the centre of it open, and my seatmate pointed out that in the event of a crash you would be hard-pressed to resist the forces that would slam your face into that thing (broken nose, anyone? Huge egg on your head?).

Then there's the box

Stealing footspace from the pax's footwell.

I have always been bewildered why they don't use the space between the seats and the curved wall of the plane space for this

There's heaps of it, and it wouldn't inconvenience the pax if that space was filled (though I admit I do often put pillows in that space). Surely this is the worst designed Y seat in the history of seats?

So anyway. I sit. And wait. And wait for a long-delayed breakfast (thank god I had a little muffin thing in the terminal when I arrived). When they finally get to me, they are out of hot breakfasts and there is only cereal and yoghurt left. WTF? There are 48 people sitting behind me as well who've been delayed for two hours and they didn't think we'd all want a decent meal? And why isn't it LUNCH because it was after 11:30am when we finally got it and also you'd think in such a situation they'd offer I dunno, maybe some booze to calm us all down (because I know a couple of sparklings would have gone a long way to restore my goodwill). The woman across the aisle from me complained for several minutes but the FA just didn't really care, so I refrained from going over the ground she'd covered. Now I'm not saying the FAs position in this was easy, but I couldn't even eat the breakfast that was offered because of food allergies (normally not an issue when a plane is properly stocked, and I never ask for a special meal because they are always disgusting). The other FA clearly thought it was inadequate as she offered me HER OWN LUNCH, which I (of course) refused because she needs to eat too. What burns even more is that I wasn't even offered a cup of tea after that!!

Eventually the salad-giving FA found me some toast from J, but really, how hard is it to stock a plane with food? And still I was not given a drink. I actually had found a couple of squares of chocolate in my handbag by this point and had wisely bought a diet coke in the terminal before boarding. And the service on the rest of the flight was virtually non-existant. A male FA gave out some over-microwaved twinkies, but I wasn't even given a bottle of water to drink.

So what's the general opinion: how do I escalate this? Am I insane to expect full service from QF? Why do I even continue to be loyal when they treat Y pax this way?

(I'll reiterate again, I do not blame them for the delay, but I do blame them for not informing pax about it, and approx how long it would be)

 

[Boca68]

I am really angry and disappointed about the in-flight service I received today and wondering who to complain to. (apart from AFF)

Firstly, my plane was delayed two hours due to fog. No biggie - I understand what's out of the airline's hands. What was not out of their hands was actually INFORMING pax that the flight would be delayed and giving them an estimate of how long. I arrived at the airport it was shrouded in fog, and they were announcing very quietly on the PA "at least 45min delays" on all planes that needed to be towed to the gates (a new one on me - apparently it's not safe to tow in fog. Who knew?). But the departure boards still told me my plane was boarding at 0755. Eventually, at about 0900 my QF app informed me that my 0815 flight was delayed until 0915, and the boards updated which of course was still rubbish as there still wasn't even a plane at the gate. The fog lifted but it wasn't until about 0930 that I got another notification that my plane was to take off at 1015. It didn't appear until 0940 and there was a rush to board it at 0945. The flight scheduled to depart after us arrived in MEL first, which just makes me livid, because I chose the 0815 flight so I could run errands in the afternoon after I got home.

Second, OMG what have they done to the in-flight entertainment in Y? J looks lovely, all power to them. But 90% of the pax on the plane (maybe more) are in Y. This is the seatback entertainment:

View attachment 77452

To which we are supposed to place our tablet or phone, or the iPad minis QF supplies. Or should, because there were none supplied, and there was an announcement over the PA asking us to use our own devices if we had them - so obviously they do not have enough to go around. As far as I could tell from looking around, the flight was almost full. The wonderful (not!) thing about this system is that a standard-size iPad (which is still the most common form of tablet that people have) does not fit in the space. I tried at least 10 different ways, and even unstuck my iPad from its nanogrip cover to see if it would work that way, but it just did not fit. I had established this on my outbound flight. So they expect me to supply my own device, but crane my neck to see it? Awesome. Or I could have propped my phone vertically and looked at a two-inch movie for 3.5 hours, I guess.

Not to mention the risk of injury on that hooky-thing. I caught my shirt on it at one point and almost ripped the centre of it open, and my seatmate pointed out that in the event of a crash you would be hard-pressed to resist the forces that would slam your face into that thing (broken nose, anyone? Huge egg on your head?).

Then there's the box
View attachment 77453
Stealing footspace from the pax's footwell.

I have always been bewildered why they don't use the space between the seats and the curved wall of the plane space for this
View attachment 77454
There's heaps of it, and it wouldn't inconvenience the pax if that space was filled (though I admit I do often put pillows in that space). Surely this is the worst designed Y seat in the history of seats?

So anyway. I sit. And wait. And wait for a long-delayed breakfast (thank god I had a little muffin thing in the terminal when I arrived). When they finally get to me, they are out of hot breakfasts and there is only cereal and yoghurt left. WTF? There are 48 people sitting behind me as well who've been delayed for two hours and they didn't think we'd all want a decent meal? And why isn't it LUNCH because it was after 11:30am when we finally got it and also you'd think in such a situation they'd offer I dunno, maybe some booze to calm us all down (because I know a couple of sparklings would have gone a long way to restore my goodwill). The woman across the aisle from me complained for several minutes but the FA just didn't really care, so I refrained from going over the ground she'd covered. Now I'm not saying the FAs position in this was easy, but I couldn't even eat the breakfast that was offered because of food allergies (normally not an issue when a plane is properly stocked, and I never ask for a special meal because they are always disgusting). The other FA clearly thought it was inadequate as she offered me HER OWN LUNCH, which I (of course) refused because she needs to eat too. What burns even more is that I wasn't even offered a cup of tea after that!!

Eventually the salad-giving FA found me some toast from J, but really, how hard is it to stock a plane with food? And still I was not given a drink. I actually had found a couple of squares of chocolate in my handbag by this point and had wisely bought a diet coke in the terminal before boarding. And the service on the rest of the flight was virtually non-existant. A male FA gave out some over-microwaved twinkies, but I wasn't even given a bottle of water to drink.

So what's the general opinion: how do I escalate this? Am I insane to expect full service from QF? Why do I even continue to be loyal when they treat Y pax this way?

(I'll reiterate again, I do not blame them for the delay, but I do blame them for not informing pax about it, and approx how long it would be)

Ok, Suze. You really need to relax!

Stuff happens. I'm sensing things got off to a bad start.....and, how can I say this. Ya just kept on going!

As to your initial question. There are Qantas customer service telephone numbers , twitter, websites, facebook.....etc....

My honest opinion. They could have handled things better, of course. But you've just gone postal.

If you want to escalate it, go ahead. But please give a slightly more rational description to QF and/or others. It reeks of embellishment... tbh.


Edit: I say this, somewhat harshly. As a person that has worked and still does work in customer relations. Please say something at the time. Drives me nuts when people complain after the fact. Say it! resolve it! Then and now. Ranting on social media ufff!!

 

[Flyerqf]

That's unacceptable for Qantas. I'd raise it on Twitter or Facebook. They rarely respond to any other form of contact. Good luck.

 

[Pushka]

Mmm. In the scheme of things that go wrong this isnt that significant. No one knows when fog will clear.

 

[AustraliaPoochie]

Was the plane a 737?
If it was, ouch.
If it was a 330, a bit better. Lesser ouch.
QFA692 shows ADL - MEL on flightaware.com though.

 

[suze2000]

Okay, looking at the post, I concede it is a bit insane.

I ought to have split it into two. The thrust of my complaint is about the lack of INFORMATION during the delay. And then the lack of FOOD on board.

If you are going to sell yourself as a full-service airline, you need to actually provide the promised service. Not just to the twenty rows at the front of the plane.

The entertainment thing is separate, and ridiculous but it possibly belongs in another thread.

 

[suze2000]

Was the plane a 737?
If it was, ouch.
If it was a 330, a bit better. Lesser ouch.
QFA692 shows ADL - MEL on flightaware.com though.

It was an A330. Though I don't see how that changes it?

And: Hmm about the flight number. Oh it was QF 762. I will edit the title of the thread.

 

[mannej]

I think you may need to take a chill pill, as QF692 doesn't run between PER and MEL.

If the flight was in Y, the USB is more IFE compared to what the aircraft would have had prior to the refurb. You should have an iPad mini provided in the A330, but if it is a 737 it's BYO.

Ps if they didn't provide the iPad minis, there should be some form of compensation due (~2-3k points)

It was an A330. Though I don't see how that changes it?

And: Hmm about the flight number. Oh it was QF 762. I will edit the title of the thread.

Read above, QF supply the iPads in the 330, it is BYO in the 737s

 

[QFflyermelbourne]

Re: Not happy Jan. QF 762 PER-MEL 22/8/16

I'm afraid to say I don't think you have a case here on just about any of these points...my thoughts below.

I am really angry and disappointed about the in-flight service I received today and wondering who to complain to. (apart from AFF)

Firstly, my plane was delayed two hours due to fog. (a new one on me - apparently it's not safe to tow in fog. Who knew?).

Yeah, because moving a gigantic heavy object with a 50m wingspan when the driver can't see where he is going is a smart idea??

But the departure boards still told me my plane was boarding at 0755. Eventually, at about 0900 my QF app informed me that my 0815 flight was delayed until 0915, and the boards updated which of course was still rubbish as there still wasn't even a plane at the gate. The fog lifted but it wasn't until about 0930 that I got another notification that my plane was to take off at 1015. It didn't appear until 0940 and there was a rush to board it at 0945. The flight scheduled to depart after us arrived in MEL first, which just makes me livid, because I chose the 0815 flight so I could run errands in the afternoon after I got home.

Of course the departure boards were still showing a boarding of 0755, they would have no clue what time eventually things would come good so any other number would just be a stab in the dark. As for the next aircraft getting away ahead, that's the breaks sometimes. The joys of travel.

Second, OMG what have they done to the in-flight entertainment in Y? J looks lovely, all power to them. But 90% of the pax on the plane (maybe more) are in Y. This is the seatback entertainment:

View attachment 77452

To which we are supposed to place our tablet or phone, or the iPad minis QF supplies. Or should, because there were none supplied, and there was an announcement over the PA asking us to use our own devices if we had them - so obviously they do not have enough to go around.

Here there is cause for some grievance because they should supply iPad mini's on the A330's that don't have screens (which by the way is a minority - that is not the only Y option). I'm surprised a standard iPad doesn't work as they do fine on the 737 and 717 seatback holders. That is a bit silly but then again, you could have rested your iPad on your tray table to watch things.

Not to mention the risk of injury on that hooky-thing. I caught my shirt on it at one point and almost ripped the centre of it open, and my seatmate pointed out that in the event of a crash you would be hard-pressed to resist the forces that would slam your face into that thing (broken nose, anyone? Huge egg on your head?).

In the event of a crash I suspect you are going to have much bigger problems than that hook. Not to mention the incredibly tight safety regulations all equipment on board must adhere to means you can bet that part has been thoroughly vetted and approved.

Then there's the box

The box is for wiring for the IFE (although that does raise questions in this aircraft case) and needs to be directly under the seat. It is the same on every single airline that offers such a thing. It would be near impossible to engineer it into the space against the wall.

So anyway. I sit. And wait. And wait for a long-delayed breakfast (thank god I had a little muffin thing in the terminal when I arrived). When they finally get to me, they are out of hot breakfasts and there is only cereal and yoghurt left. WTF? There are 48 people sitting behind me as well who've been delayed for two hours and they didn't think we'd all want a decent meal? And why isn't it LUNCH because it was after 11:30am when we finally got it and also you'd think in such a situation they'd offer I dunno, maybe some booze to calm us all down (because I know a couple of sparklings would have gone a long way to restore my goodwill).

Are you seriously asking why it isn't lunch? If you'd wanted your delay to go on an extra two hours they might have loaded lunch. Catering is worked out hours before a flights (and in this case you're talking nearly 300 meals). The kitchens would have only ordered produce for what they anticipated making that day. The breakfast ingredients would have been on hand, and lunch ingredients if used on your flight would have meant someone else would have gone without. Not to mention, it would have all been loaded remotely wherever the aircraft was parked which is how when it was eventually towed at 9.40 you could get going within half an hour.

As for running out of hot breakfasts, catering loads are estimated based on long term data analysis. They know typically how many people want a hot meal, how many will typically turn down food altogether because they have eaten in the lounge etc. In this case the day has clearly dragged on and more people are likely to be hungry and as you have said, it is closer to lunchtime so more people would be craving hot food. Unfortunately the average formula is going to fail at this point. I don't think it's reasonable for the airline to plan for that on every flight every day, the wastage would be phenomenal. It's bad luck and I would suck it up personally.

(but I do blame them for not informing pax about it, and approx how long it would be)

Well unless someone at Qantas dispatch is a weather god and savant I don't know how you can expect them to tell you how long it would be??? Fog can disappear in minutes or linger for hours.

 

[Pushka]

Re: Not happy Jan. QF 762 PER-MEL 22/8/16

Ok. I will give you an example of awful service on a full service airline - Air New Zealand. It happened 3 weeks ago. Arrived into Adelaide airport and through immigration. Adelaide post immigration is awful. Virtually no food available. At boarding time it was announced there was a computer delay - the plane was there but not functional. This was 10.30 am. Nothing for an hour. Just another hour delay. Then lunchtime. No food available. Another delay. Another delay. At 3.30pm they announced the flight was cancelled. No food offered. So over 6 hours and no refreshments offered. Pax had to go back through customs. Go down and get their luggage. Then queue up to get new tickets. For the next day.

 

[MEL_Traveller]

Re: Not happy Jan. QF 762 PER-MEL 22/8/16

Catering would have most likely been prepared the day before and chilled. Not a lot they can do to change meals at short notice. You win some and you lose some... sometimes the delay goes into the afternoon or evening but you still get the lunch or dinner rather than a snack or refreshment.

IFE - write to them and ask for compensation. But be specific with your request - 2- or 3-thousand points if that's what you want.

 

[cove]

Re: Not happy Jan. QF 762 PER-MEL 22/8/16

Suze work harder on QF points earn and you could have really enjoyed the Perth business class lounge for 36,000 points and a few dollars to fly to MEL on a refurbished A330 Suite.

 

[medhead]

Re: Not happy Jan. QF 762 PER-MEL 22/8/16

I'm just going to comment on the crash, hook head injury - They have this thing called the brace position. Watch the pre-departure safety briefing to learn more...

 

[RichardMEL]

Re: Not happy Jan. QF 762 PER-MEL 22/8/16

There's a point where the catering would have had to been replaced by law for foot safety reasons, but clearly 2 hours isn't it. The original departure was catered as breakfast so that's what was loaded.

Those o us lucky enough to do a fascinating tour of QF Catering at BNE back in March learned a lot about the process of producing the food, storing it, and getting it to aircraft in time, predicted loads and the numbers of meals to produce, catering for late changes (eg: extras) and the like.

The issue with fog delays is that it can burn off at any moment, or keep you in the soup for hours - there's no way to predict. I am certain that ops were hoping as the sun rose the fog would lift quicker than it did, but it's mother nature and these things happen (which you have accepted and understood as outside anyone's control). Sounds like they could have made better announcements in the gate though I suppose looking out the window would have given you as much information as an announcement

As for running out of hot meals... you know this happens in J too. They cater so many - if they had one hot meal and one cold option for all 200 (or whatever) Y pax, apart from the weight and storage required it would be a coughload of waste... so they make a best guestimate and load appropriately. Sometimes you don't get what you want

I'm a bit bemused by your side comment about food allergies and not requesting special meals (most people tend to say the special meals are "better" on average).. at least you would be assured of an option you could have rather than pot luck and being disappointed?

What great attempt at service recovery to a) find you some toast and b) offer a crew meal. I mean.. that is worthy of, IMHO, comment amongst the complaint to QF to single out yes, a FA did help me and offer more. I think that's a great effort. Maybe that's just me though.

I think the IFE boxes should have been removed when they took the IFE screens out in favour of ipads / streaming. I do agree the IFE situation is poor, and as others have said, grounds for compensation by QF.

 

[suze2000]

Re: Not happy Jan. QF 762 PER-MEL 22/8/16

Honestly I think you guys are being unfairly condescending.

What am I supposed to do in these instances? Suck it up? It's my fault because I was flying in Y?

I do not believe I was asking too much to be informed that my flight wasn't going to take off as expected, and that I would get the food and entertainment that Qantas advertise and I paid for.

I might as well have flown Tiger. I would have had pretty much the same experience, but I would have paid less and I would have expected it.

 

[suze2000]

Re: Not happy Jan. QF 762 PER-MEL 22/8/16

What great attempt at service recovery to a) find you some toast and b) offer a crew meal. I mean.. that is worthy of, IMHO, comment amongst the complaint to QF to single out yes, a FA did help me and offer more. I think that's a great effort. Maybe that's just me though.

I agree with this and I regret not getting her name.

 

[Dr Ralph]

Re: Not happy Jan. QF 762 PER-MEL 22/8/16

I might as well have flown Tiger. I would have had pretty much the same experience, but I would have paid less and I would have expected it.

This is likely.

Things don't always go as you planned/expected. You need to accept that and move on.

 

[mannej]

Re: Not happy Jan. QF 762 PER-MEL 22/8/16

I think the IFE boxes should have been removed when they took the IFE screens out in favour of ipads / streaming. I do agree the IFE situation is poor, and as others have said, grounds for compensation by QF.

EBJ never had personal screens in the first place. I would suspect they are there to provide power for the iPads.

Honestly I think you guys are being unfairly condescending.

What am I supposed to do in these instances? Suck it up? It's my fault because I was flying in Y?

I do not believe I was asking too much to be informed that my flight wasn't going to take off as expected, and that I would get the food and entertainment that Qantas advertise and I paid for.

I might as well have flown Tiger. I would have had pretty much the same experience, but I would have paid less and I would have expected it.

Get the blinkers off. A number of us have suggested what the going rate for missing IFE on this route is (2-3k in points).

 

[RichardMEL]

Re: Not happy Jan. QF 762 PER-MEL 22/8/16

Honestly I think you guys are being unfairly condescending.

What am I supposed to do in these instances? Suck it up? It's my fault because I was flying in Y?

I do not believe I was asking too much to be informed that my flight wasn't going to take off as expected, and that I would get the food and entertainment that Qantas advertise and I paid for.

I might as well have flown Tiger. I would have had pretty much the same experience, but I would have paid less and I would have expected it.

I absolutely agree re the IFE. That's grounds for addressing.

I don't want to sound rude or condescending but QF to not advertise specific meal options (you mention food) though.

I've been on F flights (yes, First) where the meal options have not been appealing to me personally and/or the one I may have wanted hasn't been available(this has been rare though, to be fair). When I get my ticket QF don't promise me a hot breakfast, or a specific choice (unless one uses the book on Q or whatever it's called, but that's a separate issue not relevant to this domestic flight). Sometimes it just doesn't work out.

By all means, contact QF Customer Care with your concerns post flight - the lack of timely information pre-departure, the IFE situation (poor) and that you did not get a choice of meals (we've all been there I assure you ) and you may get something for your troubles - specially with the IFE. I'd hope so anyway

At the risk of sounding like a cliche.. you buy your airline ticket - be it on QF, TT or whoever - to get from A to B essentially - seats, entertainment and what type of food you are offered is all variable. Most of the time most people get what they'd like (or can at least handle ). Sometimes not.

And remember if you were flying JFK-LAX on AA or UA in Y you'd get a hell of a lot less!

cheers

 

[suze2000]

Re: Not happy Jan. QF 762 PER-MEL 22/8/16

What's ironic about this is that I was happy with my outbound flight and thought QF were actually improving again (particularly over the shocking box dinner I'd had the last time I'd flown with them).