Qantas disinterest

[drewbles]

I've seen as I moved up in status over the years that the random bonuses dropped off. As a Gold or even as a Silver I would frequently get an op-up to say "fly with us more". Now as a WP and flying every week on a cheapest fare (global company policy - while we're talking about not valuing the individual there's somewhere to start) Qantas have realised that they're basically getting all the blood from this stone that they're likely to see so there's little point "investing" in me with op-ups or special deals. For a while there a CSM would even greet WP's on domestic flights down the back of the plane, but haven't had that happen in maybe two years (nor on an international flight since June last year).

Have to disagree there. I spent 6 years as a PS, mainly earned on domestic PER-SYD/MEL runs (and vv). I received a single op-up in that entire time, and that was due to an a/c going u/s out of PER (and got upper deck on the now decaying 743 at AVV).

I've had much better interaction/upgrades/experiences as a WP (was only SG on my way up to WP).

If Woolworths can send you 'we miss you' offers, based on the fact you have a choice of two major Supermarket Chains (I will not count Aldi or IGA here, as they're like the JQ and TT of the airline world if you will, in terms of coverage and numbers), and you *have* to buy groceries, why can't QF send you a note asking if everything is ok? Flying tends to be, for 95% of people, a discretionary item. It pays to keep people engaged and the money flowing. Admittedly SG/WP flyers are flying a substantial amount more than a NB, but still.

It would be interesting to see if an airline makes more out of an elite in terms of percentages versus a supermarket chain keeping a shopper engaged.

Loyalty programs are not loyalty programs. They're about collecting information for the company offering said program. The more they know about you, the more cash they can make. Engaging a customer in it all makes them feel valued, and they will often surrender more information which is what the company really wants (hence why the Woolworths program is so efficient for them). If anyone has been watching "The Checkout" on ABC over the past few weeks, there was a case of Target in the USA sending targeted marketing to a teenager whom they believed was pregnant. The father went quasi-postal at Target, and it turns out, Target was right. Their program actually rates a 'percentage chance' of a Female member being pregnant, based on purchases and a million other things.

Be afraid

 

[drewbles]

But it doesn't really address the issue of why you left. Would a one off 10% discount be any good at getting you back on board apart from that one flight?

What drives a supermarket customer, and what drives an airline customer are a bit different.....

Very much so agree. I would never turn down a 10% off at least one flight though (yes yes I know that's clearly not their overall aim)

 

[Paddy55]

There's also a view in certain circles, that once a customer has packed up and gone, it is too late to do anything about it.

True

So why not throw enough attention their way so they don't get inclined to leave?

 

[Theky]

Interesting. My experience was completely opposite to the OP. After my status matched to Velocity Plat, I stopped flying QF for exactly 1 year as I'd moved all domestic flights to VA "to try them out".

A few weeks before my anniversary date, I received a pack in my mail renewing my QFF WP status for another year. And this is me having 0 SC on my QFF account.

Not long after, also received the DSC email and now I'm 2 trips away from having WP till 2015 .... oh and LTG :-D

So maybe I'm just lucky? I'm definitely not a CIP with QF. A mixture of Y and J travels domestically and internationally (with OW partners).


K

 

[maninblack]

I don't remember my bank ever giving me access to a lounge with free food and booze and priority customer service.

Which part of it is free? You have paid for it!

 

[opusman]

Which part of it is free? You have paid for it!

No, you've paid for the flights, the same as anyone else has paid for the flights.

 

[maninblack]

No, you've paid for the flights, the same as anyone else has paid for the flights.

Yes and you have paid for a lot more flights than just anyone and you have generated a lot more revenue for QF than just anyone and that's why you are a WP and that's why QF supplies you a with a lounge and a few very not free drinks and morsels. Nothing is for nothing.

 

[bossreggie]

I don't remember my bank ever giving me access to a lounge with free food and booze and priority customer service.

You are obviously not banking at the right bank. :shock:

 

[scaredeycat]

I thought the whole idea behind QF organising dinners at Rockpool was to get feedback on what they do right and what they get wrong. Or was it just a junket for a few lucky AFFers?

 

[JohnK]

For all we know there maybe a threshold involved and it is not $20,000-$25,000.

 

[amaroo]

For many here an automated email would be a bigger snub than no contact.

Can't recall reading many negative posts from members receiving an auto email offering DSC, etc.....have read very many complaining they didn't get one

 

[Jobu]

Qantas will definitely track churn, but I expect the numbers will be in the 10s of thousands (which is only a small % of membership), but they will probably focus on the net number, which as you know has been growing positively.

A number of years ago I did not requalify for platinum. I received a letter basically saying that Qantas was reassessing my platinum level and wanted to know what my upcoming travel plans were and whether I had any specific reasons to explain the reduction in my travel. I filled it out, sent it back, and received another letter giving me platinum for another year, and have never fallen below since.

 

[medhead]

Which part of it is free? You have paid for it!

No, you've paid for the flights, the same as anyone else has paid for the flights.

I think the word you're looking for is complimentary. It definitely is not free, the airline would not give such complimentary extras if they weren't making money.

 

[Oneworldplus2]

A quick call to find out whether I had a new job or some other reason for not flying or I had transferred to their major competitor would seem a good idea.

Not defending QF....but...

From reports, there are some 8 million QF members, ~60k of which are Platinum (don't forget Gold too).

60,000 (WP members) / 365 (days per year) = 164.38 (phone calls per day, everyday) - to your above question....unreasonable IMO...

 

[trippin_the_rift]

60,000 (WP members) / 365 (days per year) = 164.38 (phone calls per day, everyday) - to your above question....unreasonable IMO...

$25K average spend of WP * 60,000 WP members = $1.5B / 365 (days per year) = $4.1m/day..... not unreasonable to want to hold on to that revenue

 

[JessicaTam]

Not defending QF....but...

From reports, there are some 8 million QF members, ~60k of which are Platinum (don't forget Gold too).

60,000 (WP members) / 365 (days per year) = 164.38 (phone calls per day, everyday) - to your above question....unreasonable IMO...

But that is based on ringing every WP. If there were (say) 5% of WP who didn't re-qualify, or their flying patterns changed, then that is 8 phone calls per day to save 5% of $4.1M ($200K)* of revenue per day. A cheap investment IMO.

*Based on trippin_the_rift's figure

 

[Oneworldplus2]

$25k average...just saying...

 

[oz_mark]

But that is based on ringing every WP. If there were (say) 5% of WP who didn't re-qualify, or their flying patterns changed, then that is 8 phone calls per day to save 5% of $4.1M ($200K)* of revenue per day. A cheap investment IMO.

If your target market, and most of your WPs, come out of corporate contracts, your interest just may be on maintaining the revenue from that company, and be less interested in the identity of the individuals that make up that travel.

 

[JessicaTam]

If your target market, and most of your WPs, come out of corporate contracts, your interest just may be on maintaining the revenue from that company, and be less interested in the identity of the individuals that make up that travel.

Then a phone call should be able to ascertain if there is a new 'road warrior' to keep an eye on, or if company policy has changed.

 

[oz_mark]

Then a phone call should be able to ascertain if there is a new 'road warrior' to keep an eye on, or if company policy has changed.

I'm sure the Qantas systems could tell them that!