Priority boarding on QF domestic - what is the story?

[RooFlyer]

The VA boarding process also means they don't nee to police it as much. They have well thought out announcements that involve welcome to flight, boarding soon, yada, yada, priority boarding starts now.
Once the priority boarding line clears following this first "not boarding yet" announcement they then start general boarding.

That process is a major part of their success.

Plus bleedingly obvious signage and colouring.

No excuse for QF not to get this to work - its just management indifference.

 

[medhead]

Plus bleedingly obvious signage and colouring.

No excuse for QF not to get this to work - its just management indifference.

The signage only contributes about 27%, IMO. Qantas have the big banners but if passengers think they can just charge the gate at the first sound from the PA the signs mean very little.

 

[bismarck]

Worked a treat for QF459 this evening. Long queue for the general line and only people coming out of the J lounge flowing into the PB line. Two FA's but not sure if there were announcements.

 

[BD1959]

QF675 yesterday and QF694 today. Both 737s, both PB worked a treat. Late to gate for 675 but a very clear announcement at Gate 22 had - from what I could tell from about 10 from the front - was a well segregated line. Now, if only QF could do something about getting a priority line through ADL security, the Premium experience at ADL would be complete...that lost 15mins from the QP was the only downer.

Regards,

BD

 

[smdoherty]

PB worked well on QF 750 this morning in ADL

 

[kremin]

QF1019 to HBA no problem this morning Announcements were pretty clear, 2 FAs working the queues. Interestingly beforehand I used the priority screening queue at Security, not asked for any proof of eligibility there!

K.

 

[RickyT84]

PB worked as intended on QF453 at gate 11 in SYD yesterday with the general boarding line stretching all the way to the middle on the circular pier. However, there was no policing on the priority security line but it was even longer than the normal lines.

 

[Flying mermaid]

Well (perhaps unsurprisingly) the QF website has not caught up with this change and does not list CBR (nor ADL for that matter) as domestic PB ports. From the 'Platinum Benefits' section:

Board your flight at your convenience with priority boarding available at selected Domestic terminals* and on selected Qantas international flights§
* Available in Perth, Sydney, Melbourne and Brisbane

there is also PB Gold Coast - used it very successfully in April. Huge queue after exiting lounge PB queue just about empty

 

[RickyT84]

As another reference point, PB worked as intended at MEL for this evening's QF462. As an aside, priority security also worked flawlessly with a QF staffer manning the queue and turning away ineligible passengers.

 

[Red Roo]

I'm so glad to hear of the recent positive examples. Please keep them coming.

As a reminder, Qantas do not manage the security queues. However our ground staff do their best to assist where possible, and your comments have been noted.

 

[nlagalle]

I'm so glad to hear of the recent positive examples. Please keep them coming.

As a reminder, Qantas do not manage the security queues. However our ground staff do their best to assist where possible, and your comments have been noted.

They are usually manning the entry to the security lane which I think is good. You almost need that for the PB lane. On that, I was told one week by a surly QF person that only I was allowed to use the lane, not my traveling companion. They were to use the normal lanes. Does that mean that if you are traveling with a partner they must use the normal lanes?

Thought that was a bit over the top?

 

[Red Roo]

...I was told one week by a surly QF person that only I was allowed to use the lane, not my traveling companion. They were to use the normal lanes. Does that mean that if you are traveling with a partner they must use the normal lanes? Thought that was a bit over the top?

That does seem odd as that's not the case for our Premium Boarding. Please private message the details so I can follow up.

 

[BD1959]

I'm so glad to hear of the recent positive examples. Please keep them coming.

As a reminder, Qantas do not manage the security queues. However our ground staff do their best to assist where possible, and your comments have been noted.

I'm puzzled by this Red Roo. Each time I've seen the Priority Security queues being scrutinised, it's been by someone in QF uniform (including this morning at MEL).

Regards,

BD

 

[mikejr]

QF450 from MEL yesterday was a debacle - 2 FAs and 2 massive queues with anyone allowed through priority - not much point in having it there for the purpose...

 

[Red Roo]

QF450 from MEL yesterday was a debacle - 2 FAs and 2 massive queues with anyone allowed through priority - not much point in having it there for the purpose...

Thanks for sharing this. I'll make sure the MEL Airport Manager is aware.

 

[Kangol]

Thanks for sharing this. I'll make sure the MEL Airport Manager is aware.

Even if the manager is going to be aware, is he/she going to make sure that it never happens again?

If it does happen again, what's the point in you making them aware of it?

 

[jdp]

Premium boarding fail. One FA on the general aisle, one at the computer. Premium aisle blocked by headset bin. QF771 SYD-ADL 21 June 2013.

 

[Cynicor]

A little off topic, but having taken 4 euro flights on 3 carriers this last week, it was interesting to see how others do it, or fail. My general experience (over years, not just these flights) is that LCCs that charge for priority boarding get it most right, most often.

Air France Business MRS-CDG: no business on this flight? Seems i have a full Y ticket, no big deal.Boarded by back of plane row groups, well policed. Many turned back. No idea about status customers.

AF business CDG-ATH. Huge crowd at gate. 2 lanes, 2 attendants, one for various premium pax. Announced groups to board but ignored by all. Turned away non-priority pax for first 5 people, then absolute free for all. Pretty useless really but we got on early to secure locker space. BTW, really dislike this airline and their FAs.

Easyjet ATH-SXF. Had speedy boarding. Worked really well, 2 lanes, only speedy allowed through first. Well policed. Found this airline pretty good TBH.

BA BSL-LHR, Y. 2 queues at gate, announced boarding free for all. Theoretically a priority lane to right but not policed and both lanes were equal. Horrible, as everyone brought way too much hand luggage and several items were gate checked.

Overall, Qantas seems to be about average compared to my EU flights. But at least we don't have quite the same carryon problem that they and the US seem to. Last 3 flights coming up over next 3 days, but no QF domestic to mention.

 

[Anna]

I had 2 very different PB experiences in the last few days.

QF663 departing BNE on Sat - 1 FA at the scanner, very long queue in the non PB lane, empty PB lane. I walked straight up to the top of the PB lane, the FA leaned over to take my BP and I was on to the aerobridge in seconds with only mild dirty looks from the non PB lane. Proof that PB can work, and more importantly that it can still work even with only 1 FA.

QF660 departing ADL on Friday - oh dear. Departing gate 20 again, and the signs are still conflicting even though I reported this about a month ago both here and direct to QF. The large sign and the announcement said PB to the right, the small sign said PB to the left. I mentioned it to the ground staffer behind the desk - it would have been difficult for her to have cared less about the discrepancy. She could not have given a rats, that much was obvious. I mentioned it again to the CSM on board. Initially he said nothing. Then we had a short delay and he came down to Y to tell the pax in rows 4 and 5. He told me he had asked the ground staff about the signage discrepancy and had been told that PB doesn't work at ADL because the large sign "interferes with the monitor". He also told me that PB would be being phased out as more flights move to 4 FAs instead of 5 because "PB doesn't work when there is only 1 FA at the scanner". I told him Virgin can make it work and that some people choose to fly VA out of ADL because of it. He was absolutely astonished that PB mattered that much to anybody.

QF still apparently has some work to do training ground staff and flight crew about status benefits like PB and how they attract loyalty, and also how it can engender disloyalty when advertised benefits are not provided, or not provided consistently.

I've passed the QF660 feedback on to QF via the feedback panel email so I eagerly await the airport manager's call so he can explain to me how PB "interferes with the monitor" at ADL

 

[Red Roo]

I had 2 very different PB experiences in the last few days.

QF663 departing BNE on Sat - 1 FA at the scanner, very long queue in the non PB lane, empty PB lane. I walked straight up to the top of the PB lane, the FA leaned over to take my BP and I was on to the aerobridge in seconds with only mild dirty looks from the non PB lane. Proof that PB can work, and more importantly that it can still work even with only 1 FA.

QF660 departing ADL on Friday - oh dear. Departing gate 20 again, and the signs are still conflicting even though I reported this about a month ago both here and direct to QF. The large sign and the announcement said PB to the right, the small sign said PB to the left. I mentioned it to the ground staffer behind the desk - it would have been difficult for her to have cared less about the discrepancy. She could not have given a rats, that much was obvious. I mentioned it again to the CSM on board. Initially he said nothing. Then we had a short delay and he came down to Y to tell the pax in rows 4 and 5. He told me he had asked the ground staff about the signage discrepancy and had been told that PB doesn't work at ADL because the large sign "interferes with the monitor". He also told me that PB would be being phased out as more flights move to 4 FAs instead of 5 because "PB doesn't work when there is only 1 FA at the scanner". I told him Virgin can make it work and that some people choose to fly VA out of ADL because of it. He was absolutely astonished that PB mattered that much to anybody.

QF still apparently has some work to do training ground staff and flight crew about status benefits like PB and how they attract loyalty, and also how it can engender disloyalty when advertised benefits are not provided, or not provided consistently.

I've passed the QF660 feedback on to QF via the feedback panel email so I eagerly await the airport manager's call so he can explain to me how PB "interferes with the monitor" at ADL

I'm glad to know that Premium Boarding was seamless for you in Brisbane. However your experience in Adelaide is very concerning, and I too have passed on your feedback to senior management for their reference.