Opt out of CSM greeting??

[Ben174]

Have not had the welcome in a long time ! Im Platinum and my recent past experiences have been:

SYD-NRT J - nothing/average crew who didnt even address anyone by name
NRT-SYD Y+ For some reason me and my travelling companion on same booking (platinum also) couldnt be seated together, also no welcome on board, but once talking to one of the crew who was great and told him what happened, he came over with some J wine and Amenity pack which was good (but wasnt CSM).

SYD-BKK Return J - No real welcome by CSM

However on CX on mel-HK Return, always got such more recognition.


I think it is still very hit and miss, as i have had some amazing CSM's and crew who recognise status and go above and beyond, but it seems more limited to the A380 crews...

 

[RWJ777]

Hello all, I thought I would just let you know why I find Qantas so heartbreaking as a WP.

I am just in the lounge on my final leg of a four day round trip to the USA.

On Monday I flew SYD-DFW and it was everything I love about Qantas.
New fit out, Y seat was clean and everything working.
greeted by name boarding the flight, received a personal CSM greeting and the offer of headphones from up the front which weren't needed as I was rocking the Bose quiet comforts.
When meal service began, I was sought out first in the cabin to make sure I received what I wanted then they brought my meal and began regular cabin service.
I was very impressed!


Then when you think it's all turned a corner in regards to service, the flight home was appalling.
no CSM greeting, which I don't mind.
We were at the gate waiting for passengers that had failed to board and the front door was open.
i was texting on my phone when an officious male FA told me to switch off my phone even though there had been no announcement. He also didn't stop even though I tried to ask him why.
20 seconds later he came back and told me to switch it off again without stopping, very loudly and rudely.
So rather than cause a fuss I switched my phone off. Then 10 minutes later we off loaded the bags of the passenger that failed to board and the doors were shut, at which time the captain announced it was time to switch off electronic devices.
When the meal service came around the FA was still obviously in a bad mood as the food was handed out and I had no choice as there was only the cough fish dish left. On top of all that no express card.

I know this is all very superficial complaining, but I really get frustrated when qantas demonstrate they can get service so right and then don't. I also don't like being spoken down to as a passenger as I am really the last person to ever make a fuss.

I don't think it's superficial complaint; it sounds like you were treated shoddily on your later flight. Entirely up to you, but I'd be inclined to drop a note to QF complaining about the male FA but then tempering the letter/email with positive feedback about your first flight. I think QF is increasingly sensitive to the fact that their customers are becoming a bit jack of their often officious staff so fair and measured feedback is useful.

 

[Hopsta]

I so often get really good service from QF that I rarely have anything to complain about. I have racked up 4,000SC this membership year and only 50SC in the double promotion (next week I obtain P1). Yes, mostly flying J class on long hauls (less than 10hours is in Y) but still heaps of flying. I virtually always get CSM greeting when in Y and i have become to expect it and enjoy it.
I just finished a QF itinerary that included Syd-Sing and Sing-Perth in Y with MrsHopsta and on both flights I did not receive a greeting. The rows in front of me (23) got a greeting and headphones, etc but we missed out. Not sure if it is because I linked MrsH to my booking and that removed my status from their flight sheet, but I have to say it was a bit embarrassing when MrsH looks at me a says, 'well all that flying with QF and your not important!'
I raised it with the FA on the Perth leg and he said there was nothing on their sheet and apologized. Then threw a couple of Business amenities kits at me and said that should make me feel important. He left me thinking my concern was petty. was thinking of sending an email complaint, but again am I being petty? Does it require notifying QF? dunno.

 

[simongr]

Any time when an FA makes you feel uncomfortable I think warrants and email to QF.

 

[wingspan]

He said there was nothing on their sheet and apologized. Then threw a couple of Business amenities kits at me and said that should make me feel important. He left me thinking my concern was petty. was thinking of sending an email complaint, but again am I being petty? Does it require notifying QF? dunno.

I don't think it is petty. It is interesting though - last month my partner and I (both WP) were flying in Y on the same domestic flight and they greeted me by name, etc, but said nothing to him. It made me wonder why the status 'stuck' for me but not for him.

 

[Moody]

I so often get really good service from QF that I rarely have anything to complain about. I have racked up 4,000SC this membership year and only 50SC in the double promotion (next week I obtain P1). Yes, mostly flying J class on long hauls (less than 10hours is in Y) but still heaps of flying. I virtually always get CSM greeting when in Y and i have become to expect it and enjoy it.
I just finished a QF itinerary that included Syd-Sing and Sing-Perth in Y with MrsHopsta and on both flights I did not receive a greeting. The rows in front of me (23) got a greeting and headphones, etc but we missed out. Not sure if it is because I linked MrsH to my booking and that removed my status from their flight sheet, but I have to say it was a bit embarrassing when MrsH looks at me a says, 'well all that flying with QF and your not important!'
I raised it with the FA on the Perth leg and he said there was nothing on their sheet and apologized. Then threw a couple of Business amenities kits at me and said that should make me feel important. He left me thinking my concern was petty. was thinking of sending an email complaint, but again am I being petty? Does it require notifying QF? dunno.

{Giggle} Yes. No.

 

[trippin_the_rift]

The rows in front of me (23) got a greeting and headphones, etc but we missed out. Not sure if it is because I linked MrsH to my booking and that removed my status from their flight sheet, but I have to say it was a bit embarrassing when MrsH looks at me a says, 'well all that flying with QF and your not important!'
I raised it with the FA on the Perth leg and he said there was nothing on their sheet and apologized. Then threw a couple of Business amenities kits at me and said that should make me feel important. He left me thinking my concern was petty. was thinking of sending an email complaint, but again am I being petty? Does it require notifying QF? dunno.

I've been in the opposite situation to you where the CSM was extremely attentive to me in Y. Biz wine was offered, express cards, headphones and everything. The CSM did note that I was the only P1 on the flight. The standard Platinum member sitting opposite me was not overly impressed missing out but I can hardly blame the CSM. Sometimes it's not about Platinum receiving the extra touch but the next most important person/s in Y. I'm sure that on occasions it's not practical to offer something to every Platinum on a flight. Perhaps row 23 was P1 or CL and you were trumped...

 

[Hopsta]

I've been in the opposite situation to you where the CSM was extremely attentive to me in Y. Biz wine was offered, express cards, headphones and everything. The CSM did note that I was the only P1 on the flight. The standard Platinum member sitting opposite me was not overly impressed missing out but I can hardly blame the CSM. Sometimes it's not about Platinum receiving the extra touch but the next most important person/s in Y. I'm sure that on occasions it's not practical to offer something to every Platinum on a flight. Perhaps row 23 was P1 or CL and you were trumped...

Yes, you may have a point. I saw one of the people (in the front row) in the first class lounge earlier, so they could have been 'higher' status. It was the first time not to receive the greeting and the FA was surprised I was not on the list. I've had my whinge.

 

[ComeFlyWithMe]

Yes, you may have a point. I saw one of the people (in the front row) in the first class lounge earlier, so they could have been 'higher' status. It was the first time not to receive the greeting and the FA was surprised I was not on the list. I've had my whinge.

If its a system issue when the pax status is not on the manifest then yes, they need to know about it.
If an FA threw an amenities kit at me and mentioned anything about 'importance' I'd speak to the CSM immediately and lodge a written complaint. That's just pathetic. Consistent QF at it again.

 

[TonyHancock]

Today i was on a 767 from SYD-MEL. I was in an F seat with E blocked. The chap in the D seat was a WP (His BP was on the fold down table of the E seat.) He was addressed by name by the FA in a very professional manner. I thought this was pretty good customer service. (Probably worth dropping down from P1 for!!!! - no such service on this flight for me!)

In reality I couldn't really give a stuff, but it does seem odd that QF has absolutely no consistency in it's offering.

 

[madrooster]

(Probably worth dropping down from P1 for!!!! - no such service on this flight for me!)

In reality I couldn't really give a stuff, but it does seem odd that QF has absolutely no consistency in it's offering.

It really makes me wonder whether the manifest had you as a P1 at all - various comments on AFF seem to indicate perhaps the manifest is not displaying a pax's correct status.

 

[JohnM]

In reality I couldn't really give a stuff, but it does seem odd that QF has absolutely no consistency in it's offering.

Huh? I think inconsistency is the primary characteristic of just about anything to do with air travel these days - but not just QF - try AA's FAs :evil:.

But, in fairness to AA, I did have an amazing exception in F SFO-DFW last year. The senior FA was unbelievable in her approach - rather than the greeting circuit soon after takeoff, she went around the cabin as we approached DFW to thank everyone personally for travelling with AA. It's hard to convey the image, but she was just SO nice in the way she did it . She was younger, by a wide margin, than the median age of AA FAs. A sample of one does not make a statistically valid sample, so the only conclusion possible is that it was most likely simply just a highly-committed individual.

The following sector DFW-SLC was the complete opposite :evil:!

I had the absolute best and worst of AA in one day.

 

[simongr]

Today i was on a 767 from SYD-MEL. I was in an F seat with E blocked. The chap in the D seat was a WP (His BP was on the fold down table of the E seat.) He was addressed by name by the FA in a very professional manner. I thought this was pretty good customer service. (Probably worth dropping down from P1 for!!!! - no such service on this flight for me!)

In reality I couldn't really give a stuff, but it does seem odd that QF has absolutely no consistency in it's offering.

I never get a greeting on that route (or MEL-SYD) - I have been occasionally spoken to by name but rarely - mind you I did get a free beer the week before last...

 

[MrJetset]

I never get a greeting on that route (or MEL-SYD) - I have been occasionally spoken to by name but rarely - mind you I did get a free beer the week before last...

For the last 4 weeks, I have been greeted by the CSM on at least 10 flights SYD-MEL-SYD, SYD-BNE, BNE-CNS and CNS-SYD.

Generally they hand out the newspapers, then come up and say "Mr Jock28, my name is X, would you like a newspaper? Please do not hesitate to let me know if there's anything I can do for you on the flight." They FAs have also addressed me by name when serving food and beverage.

It only occurs, from what I have seen, for WPs in row 23/24 on a 767 and Row 4 on a 737.

Sounds like a new customer service standard.

 

[simongr]

I haven't had the greeting in the front rows of whY...

 

[MrJetset]

I haven't had the greeting in the front rows of whY...

As I have been hearing from cabin crew friends of mine, and possibly responsible for the new service standards:

Though it hardly gets any media attention, Qantas has been working on its product, retraining cabin staff at its new Sydney customer service centre and constantly professionally measuring its customer ratings, which it says have never been higher....

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“By the end of 2012, 11,000 Qantas domestic and international frontline staff will have completed our new customer service training program...."

Read more: Qantas grounding | One year on | Airline improvements | Back on board?

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