Qantas apologises to frequent flyers with status extensions, lounge passes, points & more reward seats

[exceladdict]

I wonder if it will be a choice of the options listed in the article.
I have observed lounges being very busy lately and further extensions will continue to contribute, though it maybe has had its desired effect of making me consider status runs to aim for WP for the first time.
Let's see what comes out tomorrow

 

[Saab34]

I don't want anything just fix the bloody problems!

 

[Peasant]

I think it's good that Qantas/Alan Joyce are publicly acknowledging there are issues and promising to make changes. But there are still some serious underlying customer service issues that are yet to be addressed.

FWIW, I flew my last booked Qantas flight last weekend and no longer have any forward bookings with Qantas at all. Until I can see that the airline has actually fixed many of the issues people have been experiencing, I'll be quite happy to keep it that way.

I completely agree on both points. Good to get an acknowledgement, good to receive a peace offering too.

I've also not flown Qantas since May. Absolutely all international travel on SQ, who are still able to run a very reliable and high quality operation. For domestic, I have recently started choosing only the best fare of the day between QF and VA. Needless to say, no forward bookings...yet.

 

[SydneySwan]

As part of this, I see that Qantas is offering an "extension of previously announced commitment of up to 50 per cent more reward seat availability on Qantas International, trans-Tasman and popular domestic routes until 30 June 2023 being released progressively from 12 noon Monday."

That could be good news.

It could be but I seriously doubt Qantas will implement this in the way we hope for. There will be be almost unlimited redemptions available on the SYD - MEL - BNE triangle but I expect J/F seats to UK, US and Europe will still be almost impossible to find. I still fail to understand why Qantas are not compelled to offer a minimum of 2J 2PE and 4Y classic rewards on EVERY flight. In fact VS and BA guarantee even more than this now on every flight.

AJ would really have been seen to take the initiative if he had announced increased availability along the lines I have outlined but instead he offered a few crumbs. Don't get me wrong, I really appreciate the extension of my LTS for another year.

 

[Melburnian1]

As part of this, I see that Qantas is offering an "extension of previously announced commitment of up to 50 per cent more reward seat availability on Qantas International, trans-Tasman and popular domestic routes until 30 June 2023 being released progressively from 12 noon Monday."

But until one has access to an airline's internal documents, how can you measure the veracity of what's claimed re FF schemes?

50 per cent of 'not many' isn't much more. Annually, the number of total redeemable points grows across the increasing numbers of members. Individuals I know searching for international reward seats have just given up in frustration (not searching 353 days in advance of travel as unwilling or unable to commit to specific dates) and just rely on BFOD or preferred airline. One purchased a smartphone from the QFF store instead. (For frequent corporate/government travellers, may be different).

FF schemes were once good but have arguably become poorer value over the years. Airlines hold the aces.

 

[RichardMEL]

While I am pretty happy with this on a personal level (though my 1800 rollover SC's I've earned to come through next week now essentially mean nothing, but eh...) I do wonder what message this kind of thing sends to Joe Public (ie: not FF's with status).

Does it come across as "looking after the few" or something like that as opposed to actually real efforts that can and will be measured to fix the problems with poor operations, bag issues, etc which affect everyone.

I certainly hope in a general sense this is not the ONLY thing QF is doing to address the problems. I realise of course not many of these problems have simple and quick fixes in reality and it all will take time, but throwing points and (more) status to elite FF's do squat to encourage the average customer that QF really cares enough about them I reckon and making an effort to address things.

time will tell.

 

[ChrisMars]

I would happely swap all those gift against a proper training of offshore call center.

 

[SydneySwan]

I would happely swap all those gift against a proper training of offshore call center.

And a properly functioning Qantas website.

 

[Melburnian1]

I don't want anything just fix the bloody problems!

Have a quick gander at the Qantas cancellations/delays thread as QF11/QF12, QF1/2 and QF43/44 are suffering mostly big delays (including multiple flights delayed overnight). Chaotic.

There'll be differing reasons and perhaps some are just unfortunate, such as crew needing more non-negotiable mandated rest due to a previous delay, but offshore airlines like SQ and a host of others manage to be reliable and punctual or close to it most of the time. Why can't QFi?

 

[Mattg]

I wonder if it will be a choice of the options listed in the article.

FWIW, it doesn't look like all the benefits will be offered to all members.

• Everyone will get a $50 flight voucher
• All Silver and above members get a status extension (no mention of any benefits for those who already requalified from flying)
• Theoretically, everyone will be able to access the increased award availability (although Bronze and Silver members still might not be able to access any premium long-haul seats released for travel dates in June 2023 as they are more than 297/323 days out).
• Silver and Gold members get an extra lounge invitation
• Platinum and Platinum One members get some bonus points

 

[Mwenenzi]

Qantas Newsroon (15:01 21 Aug 2022)--->QANTAS REACHES OUT TO CUSTOMERS WITH A FORMAL APOLOGY AND SEVERAL WAYS OF SAYING ‘THANK YOU’

• Direct apology is being sent to millions of Frequent Flyers
• Operational performance improving, with plan in place to bring Qantas ‘back to its best’
• Frequent Flyers offered $50 towards a return flight from Australia or New Zealand
• 12 month extension of status for Silver Frequent Flyers and above
• Up to 50 per cent increase to Classic Reward seat availability extended; first release of additional seats from midday Monday

<snip>
Speaking directly to Frequent Flyers via an email and video message being sent on Monday, Qantas Group CEO Alan Joyce acknowledged while it was great to see people back on-board after so long on the ground, the return to flying hasn’t all gone smoothly.

“Over the past few months, too many of you have had flights delayed, flights cancelled and bags misplaced. There are good reasons why, but when it comes to what you expect from Qantas, it’s not good enough.

“On behalf of the national carrier, I want to apologise and assure you that we’re working hard to get back to our best.

“We’re already seeing a sustained improvement in baggage handling and on-time performance, and while factors out of our control like weather can have an impact on our schedule, we expect things to keep improving each week.
<snip>
Summary of bonus benefits

Status extension:
12 months status extension across tiered members Silver and above to continue to enjoy the benefits associated with their tier for another year.

Flight discount offer:
$50 off flight promo code for Australian and New Zealand-based Qantas Frequent Flyer members to redeem towards a return Qantas flight.

Classic Reward availability extension:
Extension of previously announced commitment of up to 50 per cent more reward seat availability on Qantas International, trans-Tasman and popular domestic routes until 30 June 2023 being released progressively from 12 noon Monday.

Qantas Lounge invitations:
Additional invitation for members to use themselves, or offer to a Frequent Flyer friend, colleague or family member, to enjoy a pre-flight visit with them to a Qantas Lounge. For Gold members, an invitation to visit a Qantas Domestic Business Lounge, or for Silver members, an invitation to visit the Qantas Club or an international Business Lounge.

Qantas Points:
A gift of Qantas Points for Platinum and Platinum One members.

Just fix the problems. Particularly with call centre operators, who are far from match fit.

Nothing about QF Club paid member extension.
Good my life time silver status will be extended by a year. Must mean I get to live another 365 days.

 

[Danger]

The status support page has been updated. As I read it, the extension isn't a double-up: if you've already requalified under an existing extension, you don't get a further extension.

Status Support | Qantas Frequent Flyer

Qantas is offering eligible Frequent Flyer members additional support including a 12-month status extension and the ability to rollover Status Credits to help with maintaining their tier. Details here.

www.qantas.com

 

[doctorstrangelove]

Bread and circuses.

Most of this is of little value to me and fails to address my issues with Qantas over the past few months:

1) Terrible customer service. I would far rather the value of that $50 credit being used to train and employ competent call centre staff in South Africa (amongst others) instead of as a flight discount. They are certainly now a great deal more accessible compared to a few months ago but what's the point in calling them if they can't perform their job!?

2) Rewards availabilty. Yes, they're promising more but you've sold that one to me previously Alan. Fool me once; shame on you. Until Qantas is more transparent with regard to how it apportions these rewards seats I'll believe it when I see it - pretty good availability whenever I travel domestic but as rare as hen's teeth if I'm looking to redeem internationally (FWIW I'm based in Perth).

 

[Seat0B]

I’m another one in the cautiously pleased camp. If Japan opens by January 2023, I would have earned my WP for another year to 31 March 2024 by paid flights. But if it doesn’t open, I would have been scrambling for another trip to keep the WP - so I’m pleased about that. The rest of it is a bit meh. I want to be able to redeem my millions of points on good quality overseas business class travel, so I remin to be convinced that there is greater availability of worthwhile award seats.

But it is pleasing to note that QF is aware it is losing customer loyalty and is trying some things to build it back.

I would also be very pleased to have flights that are not cancelled depart and arrive on time, and deliver my bags on the same flight, and award flights that stick. That would also go a long way towards keeping my business.

 

[ferntree]

Shows that AJ is starting to feel the heat. Take the pressure off by handing out gifts that, in reality, are unlikely to cost QF much at all. What's another pair of hands at the feeding trough that is the lounge or a few thousand points that can only be redeemed for toasters? $50 off flights won't even come close to offsetting the recent price rises in flights. Very shrewd PR move.

Agreed, except I wouldn' call it shrewd PR ... more like adding insult to injury.

 

[Saab34]

There are good reasons why, but when it comes to what you expect from Qantas, it’s not good enough.

They never admit to any wrongdoing. Always someone else fault.

I would actually be more impressed if they came out with...."We haven't got everything right, we have made mistakes, we apologise and we want to make it up to you" or some BS. Management admit fault. Never, in the QF Playbook it seems

10 Bucks the board forced him to hand out the freebies.

 

[Mattg]

The status support page has been updated. As I read it, the extension isn't a double-up: if you've already requalified under an existing extension, you don't get a further extension.

Status Support | Qantas Frequent Flyer

Qantas is offering eligible Frequent Flyer members additional support including a 12-month status extension and the ability to rollover Status Credits to help with maintaining their tier. Details here.

www.qantas.com

I'm not seeing any update to that page?

 

[Seat0B]

The status support page has been updated. As I read it, the extension isn't a double-up: if you've already requalified under an existing extension, you don't get a further extension.

Status Support | Qantas Frequent Flyer

Qantas is offering eligible Frequent Flyer members additional support including a 12-month status extension and the ability to rollover Status Credits to help with maintaining their tier. Details here.

www.qantas.com

Arghhh - so according to this, I will not be getting an extension as I currently have WP until 31 March 2023. Looks like I will be scrambling for SC to retain if Japan does not open by January 2023 after all. Not feeling so forgiving now after all.

 

[dairyfloss]

I'm not seeing any update to that page?

Same - I was helping a relative with details on their situation and reviewed it just this week. All the same for the moment. The ‘NEW’ stuff everywhere is from the last time they pushed out the offer further

 

[ferntree]

I'm not seeing any update to that page?

I'm puzzled. There are three sections about status extensions labelled just "NEW". This flag is useless unless accompanied by a date. Obviously it was new when it was added, but when was that?

On edit: thanks dairyfloss for answering my question before I even finished typing it!