On board recognition - who gets any?

[medhead]

In terms of the special treatment - was the passenger in 5F some kind of (even B or C grade) celebrity.

I'm really not sure. That certainly could be the case. I just didn't bother to get a good look at him. I was only just overhearing the bits of conversation.

 

[RooFlyer]

I am plat, and the recognition I get normally is as follows:
* When boarding, always greeted with " welcome back Mr Wallace" both at the gate and when boarding
* On only a small percentage of my many flights I have been offered a newspaperbefore others and the conversation has included the words, we noticed you are a platinum member
*On a flight Mel to LAX, I was sought out by the cabin manager while sitting in premium economy. Advised he was chatting with me as I am a plat member, and we must have had small talk for five or six minutes.

<snip>

I appreciate recognition when the FA isn't either:

* on boarding, simply looking at my boarding pass which has my name and status on it, so they are effectvely reading off a cue card (nice welcome but anyone with any status would get "welcome back");

* standing in front of my seat, peering at a list of names and seat numbers, (pause) finds me on the list, and says "Hello Mr Roo ..."

Much better when they at least look up the name before they move away from the previous pax, or, as some manage to do, remember 3 names or so in a row.

I must admit that when the small talk comes, I'm inclined to be ungracious and say "Can I just get a G&T, please?"

 

[robbie1984]

Perhaps the pax was a 'Club' member? that still doesn't mean you shouldn't at least be greeted or provided with a paper. As others have said, it's the small things that cost nothing that make you more inclined to remember a positive flight. Again as Rooflyer said, if you are going to greet me by name at least look at the manifest in a less obvious fashion. I don't expect the CS to remember all of the names (I wouldn't be able to) but it looses all sincerity when done badly.

My experiences have been mostly positive, on some transcon and International flights i have been spoken to by name without the need for paper, always received my first meal choice, given a news paper and when i had a tight connection the crew proactively got details from the flight crew to the ground crew and i was greeted at the gate to be taken to my connecting flight that was waiting. It was the last connection for the day and we were only 20 minutes late due to traffic holding but its these small things that make me loyal to VA.

These are unpublished 'extras' so I don't expect them but if they are going to offer them, the airlines (both of them) need to deliver it consistently.

 

[Jama]

Don't expect and you will receive !!

I have learnt not to expect, and don't. Still have not had ANY recognition on board as a Platinum since its been available or as a Gold before that. Interesting to hear what QF offer to status holders as I have only ever flown VA.

i must have 'leave him alone' in my notes too.

I agree I get what I have paid for, but if that's it, what's the point of status. I got the same in my no status days.

 

[Jama]

Was speaking with a friend who is a VA FA (intl) a few weeks ago about this. They're apparently trained to do this.

Words along the lines of: "These days we're supposed to look out for Platinums and offer them things like spare newspapers from Business Class... We used to do this for Golds, but now just Platinums."

None of the VA FA's I have ever flown with went to this training, apparently.

 

[Kef]

I have come to the conclusion and I am platinum with QF & VA that both airlines, need to pull their heads in and offer good quality customer service, which lets face neither do otherwise threads like the one here wouldnt exist.

The FA's have to remember we are their paying customers and we keep them in work.

Personally I am sick of both of them and the spin they put on everything but actually providing nothing more just less.

 

[medhead]

Perhaps the pax was a 'Club' member?

The whispers around here are that club members are always upgraded. Hence I ruled that out as there were 7 empty J seats on the flight.

 

[robbie1984]

The whispers around here are that club members are always upgraded. Hence I ruled that out as there were 7 empty J seats on the flight.

Maybe the majority of the time however I have sat next to across from a 'Club' member on a couple of occasions when I've been in 3A and J was empty. Maybe there is a level or 'Club' membership or depends who it is?

 

[wallacej]

I appreciate recognition when the FA isn't either:

* on boarding, simply looking at my boarding pass which has my name and status on it, so they are effectvely reading off a cue card (nice welcome but anyone with any status would get "welcome back");

* standing in front of my seat, peering at a list of names and seat numbers, (pause) finds me on the list, and says "Hello Mr Roo ..."

Much better when they at least look up the name before they move away from the previous pax, or, as some manage to do, remember 3 names or so in a row.

I must admit that when the small talk comes, I'm inclined to be ungracious and say "Can I just get a G&T, please?"

And to add, I have had far more ackowledgement when flying VA than I ever did with QF.

 

[DC3]

... But last night on this flight, the guy in 5F in the row behind me was treated like a king ...

Perhaps 5F was a valued customer.

 

[AirlineGuy]

While it would be nice to receive special recognition, I wonder how much of a reality this would be when there are 15-20 Platinums on any one flight - it happens. The crew struggle to get the crazy service done on the short flights, let alone have time to individually welcome and speak to every single platinum passenger, plus give out free stuff to them all.

My hunch would be it was a Club member.

Just a thought.

 

[gwilli1]

Whilst I dont fly as much as alot of you , my experience with VA as an SG has been fantastic . Every flight ( approx 15 )I have taken with VA since achieving SG back in April 12 , I have had a "Welcome back Mr gwilli1" from the FA. My most recent trip on VA , SYD-LAX-SYD I was back in Y . Both times I was greeted & welcomed back by CSM at my seat , was offered noise cancelling headsets , early selection & delivery of my meals & express passes. Had the CSM even sit down for a quick 5 minute chat next to me on the way back from LAX . I really cant fault the service & attention I have received and its one of the reasons I have directed most of my trips towards VA. Maybe i have struck it lucky with FA's that want to make a difference. I'm in customer service & its what i try to do also ( sometimes it can be very difficult) , so it puts a smile on my face when i receive it back...its not hard .

 

[EuroFlyer]

In all my flights with VA in Y as a platinum iv not had any level of service that is above what I received when I had no status. I never Receive any greetings or anything of the like. The only time I get good service is when in J which iv found excellant. I have wondered if QF would be any better and thought about giving them my business. Don't expect anything above what I have paid for such as free melas/ drink but I do feel VA need to look after their most frequent flyers who fly each and every week with them.


[
QUOTE=medhead;777797]What the hell? Publish and be damned. I've just submitted the following feedback to VA. Doing so has made me wonder if anyone here gets on board recognition as per my final questions or otherwise?

I guess I'd welcome any other feedback you might have.

This is not a compliant, just a question. I travel with VA a fair bit, I'm a platinum velocity member. I have never had any on board recognition from cabin crew. They don't address me by name during service (something that your main competitor does sometimes), they offer me nothing "extra" on board, and rarely is there an empty seat next to me (again in contrast to another domestic airline). I totally understand that I get exactly what I have paid to have.
But last night on this flight, the guy in 5F in the row behind me was treated like a king. He had at least 3 rum and cokes provided for free, he had a meal (I did think he was not on a flex fare) and was offered extra food, the CSS fawned over him, and made sure he had a drink available during the landing. I say he didn't pay because I clearly heard the FA tell him something like don't worry about that, shortly after he ordered the first drink and food. The FA also approached him immediately at the top of ascent, after talking briefly the to one business passenger. Given the empty business seats, I don't think he could be a bumped business passenger or mythical club member.
So what's the deal. How does a bog standard platinum get that sort of recognition? Or even just a smile and hello?[/QUOTE]

 

[bullerdude]

I've had a little recognition on some flights and not much on others, and that includes both Y and J flight as Plat.

On full weekend flights to Sydney in Row 3 I have recieved a newpaper and a personal welcome by the CSM. On other J flights to Brisbane and the Gold Coast I haven't recieved any special welcome, but I have had good service on those flights regardless.

I think they are getting there slowly but consistancy is currently their biggest problem.

 

[EuroFlyer]

Just to add the extra recognition I was referring to was feeling valued on board with welcomes etc. not a bunch of free bies

 

[Bolthead]

I usually get the "welcome back Mr. Bolthead" more often than not. I too on a ANZ flights was recognised by the CSM and offered noise cancelling headphones and express passes. Last week going to Adelaide there was no one is J so all the Plats (I assume Plats) in row 3 and 4 got the Samsung thing.. (I declined) I have to say I am not too fussed about the 'welcoming bit' but the extras are good. Like someone else said it's the consistency that is an issue.

 

[mickeyc747]

There is inconsistency which is sad as an original WP their lack of service and recognition led me to chase Platinum with QF as well, whilst I am a VA fan flew PE to WEL last weekend and the NZ based staff are so friendly, but nothing extra as a Platinum (or I may have got a shadow as I was the only one in PE with a spare seat) I got more love as they put it from the Lounge Angel in WEL and she works for NZ. I am not after freebies but then I dont travel in Y. When I first made WP with QF was the weekend it took me three goes and three flights to get home to OOL and every CSM was concerened and helpful, I even made a bet with the CSM on the am flight that if we didnt land in OOL I would have a JD & Coke true to this we didnt land and all of the J cabin I think ended up having a drink.

 

[bullerdude]

Out of interest, has anyone successfully requested a shadow seat prior to arriving at the airport? (i.e. over the phone)

 

[robbie1984]

Out of interest, has anyone successfully requested a shadow seat prior to arriving at the airport? (i.e. over the phone)

Not on VA, and I'm still not sure if they do it. I have had the only spare seat in Y and J on a couple of occasions, On one flight I was having a good conversation with he CS and asked if there were many WP's onboard and she said I was the only one. So I welcome the shadow but not 100% convinced VA do it routinely yet.

 

[Jama]

Whilst I dont fly as much as alot of you , my experience with VA as an SG has been fantastic

That's it ! Time to give up Platinum and go back to a level that is recognised