Qantas business class - Inconsistencies of Service

[Jester38]

Have recently flown with Qantas to both BKK and SFO from SYD in J and found that the level of service has varied significantly on each trip. From small things like the CSM greeting through to breakfast service/timing (why they talk of breakfast when you are arriving in early evening still remains one of lifes' mysteries), it seems to vary every flight. On return leg from SFO at weekend, had an attendant looking after my wife and I whose attitude and engagement was one step away from surly, leaving us (and I suspect others who got the same treatment) feeling like we were sitting down the back of the plane. Other staff we spoke with seemed fine, and know that everyone has a bad day from time to time, but did spoil the flight experience. In hindsight, should have simply spoken with the cabin manager and given the feedback then.
Chatted with a CSM on way back from BKK about the lack of consistency in service. He had just come back from leading training sessions for staff and claimed it was a key area of focus for them as they knew there was real inconsistency. We talked about how on the longer haul flights, we had experienced breakfast service starting 2.5 hours out (on a 10 hour flight) and on others, just over an hour out. He claimed that even with a full cabin, it should be possible to get service started 1.5 hours out, give more time for passengers to rest in between meal service.
Is it just us or are others finding the same issues? I know that the COVID days are not too far behind us but we tend to gulp when we pay the price of a business class fare on Qantas these days and seems not unreasonable to expect a premium level of service on board.

 

[Spacetravel]

I’ve noticed the same thing. On a recent flight SYD - BKK In J, I had a real surly flight attendant. Started with just before the safety demo, they commented in a rude sarcastic manner “do you want to put your seatbelt on?” when in fact I already had the waist one on but the over shoulder was stuck and I was waiting to get the attention of an attendant to help dislodge it. My friend besides me who had never flown J before was like woah what was that attitude. Then during the flight with meal service the same attendant was short and snappy. While the attendant serving the other isle (my friend) was night and day different and very attentive and nice. In addition the meal service took forever we were about 50% through the flight before it even completed. My friend commented (in jest) they wished they were in Y so they could get more time to sleep. On the return BKK - SYD. Completely different service all staff were friendly and helpful. Meal service was quick and efficient to allow time to sleep.

 

[anyonebutqantas]

It's a reflection of Qantas and Australian culture sadly.

 

[MJM123]

My partner and I just flew business from Sydney to Los Angeles (QF11) and Los Angeles to Sydney (QF12) for the first time.

Although we aren’t ’business travellers’ and got this on points, I have to say the service on both flights was sub par.

The crews seem flustered and the vibe they were giving off was that we were bothering them. They were inconsistent with their service and just a bit all over the place. It just felt messy!

A few examples:

- only white wine was Chardonnay and resiling on the way over and on the way back was Chardonnay or albarino (I think). I thought not having Sav Blanc or Pinot Grigio was odd.
- my main meal came out and I had finished before my partner even got theirs.
- could not get sea bass or margarita drink, although was told by the flight attendant they would check but never came back to confirm
- getting water on both flights was painful. On the way over they had 6 bottles of water in the front bar area on the way back there was none. For someone like me who drinks a lot of water the bottle at the seat is not enough. On the way over I had 3 of the cool ridge waters and they were then all gone and not topped up. On the way home I had to ask for a glass of water each time which was generally painful. Planes are dry environments water should be on standby!
- Dinner service back to Sydney took 3 hours, which for a night flight was far too long in my eyes.
- bathroom ran out of paper towels and sink was clogged
- the bar area fridge is so disappointing. Limited drinks and snacks that are not topped up. My view is that one of the entire fridges should be full with bottled water.

Maybe this is just normal for Qantas I don’t know but in my opinion the staffs lack of attention to detail and attentiveness was poor. My view in business is that I should only be getting up to go to the bathroom. Staff should be coming around with waters and snacks and offer these to those who are awake, we shouldn’t have to ask. Maybe I’m asking too much and should stop being annoying and be grateful for the experience. I would have been much more unimpressed if I had to pay for the flight!!

 

[drron]

Actually doesn't sound like they have changed from the noughties. Our last QFI flight apart from NZ was in 2011.

 

[anyonebutqantas]

bathroom ran out of paper towels and sink was clogged

Another instance of snobbish QF crew refusing to maintain clean and hygienic bathroom facilities.

 

[Seat0B]

My partner and I just flew business from Sydney to Los Angeles (QF11) and Los Angeles to Sydney (QF12) for the first time.

Although we aren’t ’business travellers’ and got this on points, I have to say the service on both flights was sub par.

The crews seem flustered and the vibe they were giving off was that we were bothering them. They were inconsistent with their service and just a bit all over the place. It just felt messy!

A few examples:

- only white wine was Chardonnay and resiling on the way over and on the way back was Chardonnay or albarino (I think). I thought not having Sav Blanc or Pinot Grigio was odd.
- my main meal came out and I had finished before my partner even got theirs.
- could not get sea bass or margarita drink, although was told by the flight attendant they would check but never came back to confirm
- getting water on both flights was painful. On the way over they had 6 bottles of water in the front bar area on the way back there was none. For someone like me who drinks a lot of water the bottle at the seat is not enough. On the way over I had 3 of the cool ridge waters and they were then all gone and not topped up. On the way home I had to ask for a glass of water each time which was generally painful. Planes are dry environments water should be on standby!
- Dinner service back to Sydney took 3 hours, which for a night flight was far too long in my eyes.
- bathroom ran out of paper towels and sink was clogged
- the bar area fridge is so disappointing. Limited drinks and snacks that are not topped up. My view is that one of the entire fridges should be full with bottled water.

Maybe this is just normal for Qantas I don’t know but in my opinion the staffs lack of attention to detail and attentiveness was poor. My view in business is that I should only be getting up to go to the bathroom. Staff should be coming around with waters and snacks and offer these to those who are awake, we shouldn’t have to ask. Maybe I’m asking too much and should stop being annoying and be grateful for the experience. I would have been much more unimpressed if I had to pay for the flight!!

I have had issues getting water on QF international flights too @MJM123 and I agree with you that this is a basic service they could do much better with. Also, the split meal service is annoying. We usually travel together and opt to sit together in the middle 2 seats when flying in 1-2-1 cabins. The problem seems to arise because the people in the middle are not served as sitting together, but as two isolated individual who are served along side the person sitting in the single seat. And this is not just on QF. Obviously it's not really a problem if the people in the side by side seats are not actually travelling together,but when they know that you are a couple, or even work colleagues, I agree it would be much nicer if they served you together.

And welcome to posting on AFF!

 

[MJM123]

I have had issues getting water on QF international flights too @MJM123 and I agree with you that this is a basic service they could do much better with. Also, the split meal service is annoying. We usually travel together and opt to sit together in the middle 2 seats when flying in 1-2-1 cabins. The problem seems to arise because the people in the middle are not served as sitting together, but as two isolated individual who are served along side the person sitting in the single seat. And this is not just on QF. Obviously it's not really a problem if the people in the side by side seats are not actually travelling together,but when they know that you are a couple, or even work colleagues, I agree it would be much nicer if they served you together.

And welcome to posting on AFF!

It’s such an easy fix re the water! Just have bottles on standby available, I don’t think it’s that hard but as I said I’m not working behind the scenes there so don’t know what’s going on. I woke up from a sleep and my mouth was that dry I couldn’t speak I had to wander to the bar where there was no water then had to ask and got a cup which I gulped in one go…..

That makes sense with the isolated individuals but again our names would be under the same booking so you’d think in business you’d be getting a ‘better’ service of getting meals with your partner together.

 

[Seat0B]

That makes sense with the isolated individuals but again our names would be under the same booking so you’d think in business you’d be getting a ‘better’ service of getting meals with your partner together.

I totally agree with you. They do know when you are travelling together. It's on the purser's iPad. It's not actually that hard, they just need to switch their brains on.

 

[Lynda2475]

Ive never had a problem with getting water in J. There have always been either smaller bottles or larger bottles with glasses to help yourself in the bar as well as in the galley on near the help yourself snacks.

Ive never had the FAs take issue with filling up my own glass, I usually chat with them whilst I do so, down the first and take a refill back to my seat.

The thing with the almost midnight departure from LAX is that they expect most will be keen to get to sleep as soon as the meal service is done.

 

[MJM123]

Just goes to show the inconsistencies of J class staff….